Can't the IT department do my customer analysis? Who should own it
Customer analysis is a question-asking job, not a query. Why it belongs with whoever owns the decision, what IT should own instead, and how to split the work.
Tag
culture
3 posts. All topics.
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Lessons from the Starbucks turnaround for customer experience
The Starbucks turnaround, and its 2024 echo, shows what happens when growth outruns the experience: lessons on the core, visible listening, and the frontline.
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Why pilot programs fail: corporate attention deficit and the fix
Why pilot programs fail: rarely from bad results, usually because attention runs out before anyone decides. Five structures that make a pilot survive.
