Digital DON’T!

Car rental agencies are a thing of beauty on airport properties, especially if you’re a loyalty member. You can breeze through and be on your way smoothly as if you’re picking up your own car in your own garage. But take the car rental desk out of the airport and things deteriorate. Quickly. Take, for […]

Read More Digital DON’T!

It’s about Conversations.

I ran across this article quoting LinkedIn’s CEO, Jeff Weiner: https://qz.com/work/1423267/  It’s brilliant. Sure, coding is becoming more and more desired as a skill as the world ramps up – for better or for worse – into AI, VR, and any other form of technology that may follow that attempts to replicate human reasoning. But, there’s […]

Read More It’s about Conversations.

Digital Customer Experience Wins!

Wayfair.com I had been shopping at a different home goods website because of a perception of lower prices, when I happened upon an online ad for Wayfair.com. It reminded me of their catchy TV commercials and the jingle, “Wayfair, you’ve got what I need!” That little jingle always made me feel happy, and so I […]

Read More Digital Customer Experience Wins!

San Antonio ROCKS Analysis!

Yes! I will be presenting a half-day workshop as well as a one-hour forum on the Digital Customer Journey along with renowned business analysis professional, Heather Mylan-Maines at the Building Business Capability conference November 5 – 9 in my favorite city I’ve ever visited – San Antonio, Texas! Our sessions will show you what a […]

Read More San Antonio ROCKS Analysis!