INSIGHTS

Knowledge is power.
Read our latest insights.

Customer experience

Bouncing forward: Rethinking business for a digital-first world

Last week, I got to sit down with Dan Murray, advisor at Quantum Metric and former CDO of Bed Bath & Beyond. Dan is whip smart and has worked on several massive ecommerce re-platformings for companies like Target and Sprint to name a few. As a true movie buff, Dan won our game of “who…

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Customer experience

Bouncing forward: Leadership in the Age of the Customer

Recently, Anoop Warrier, former Head of Digital for SunTrust Bank, spent some time with me discussing digital transformation and leadership in the Age of the Customer—in banking and beyond. Our #LinkedInLIVE dialogue was wide-ranging and an insightful peek into the complex world of customer centricity in the financial services sector. Anoop shared insights into how…

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Customer experience

How to increase profits for MSOs: Keeping margins healthy while competition is on the rise

It’s a tough time to be a cable MSO. Customer loyalty is down and competition is on the rise, making it harder than ever to find new ways to attract business and improve your margins. Within every challenge, however, is a way to grow stronger and more efficient. Celerity can help you uncover opportunities in…

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Customer experience

Bouncing forward: Business resilience in the next normal

The business world won’t be bouncing back from COVID-19. Instead, some businesses will “bounce forward” with the help of three key enablers. That’s the premise we cover in this LinkedIn LIVE discussion on how to achieve business resilience in an Age of Uncertainty. In this wide-ranging conversation, Celerity CEO Ken Quaglio and I explore the…

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Customer experience

Service blueprinting explained: The key to optimizing employee productivity

Work smarter. Not harder. How we do our work matters, especially in today’s business climate. When employees are productive and engaged, they dazzle customers, provide greater value, spark innovation, and invest in the success of the business. But all too often, we don’t plan our work processes around their needs. Join Celerity for Service blueprinting…

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Customer experience

Engaged employees: Keeping businesses thriving during a period of uncertainty

In this era of rapid and unprecedented forced change, keeping employees engaged and connected is more difficult than ever. Celerity CEO Ken Quaglio and CFO Anne-Marie Evans share how Celerity is navigating these uncertain times on a recent episode of "WICT Wednesdays," produced by the Baltimore/DC chapter of Women in Cable Telecommunications.Ken and Anne-Marie discussed…

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Customer experience

Bouncing Forward: TechVibe Radio podcast interview with Ken Quaglio

Celerity CEO Ken Quaglio joined the Pittsburgh Tech Council’s TechVibe podcast recently to discuss today’s three key business drivers and why “bouncing back” from challenges is no longer enough. Celerity believes you have to bounce forward with agility and responsiveness to succeed in this era of uncertainty. Ken also gives his take on which industry…

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Customer experience

Empathy, perseverance, and the art of project management

2020 has certainly turned out differently than we anticipated when we were all wishing each other a Happy New Year! Coronavirus, murder hornets, giant carnivorous sea cucumbers (just wait…). My colleagues have written topical posts for Insights exploring the impact the coronavirus has had on specific areas of the world, including an excellent essay from…

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Customer experience

Journey Mapping: Using Customer Intelligence to Increase ROI

If only we could crawl inside our customers’ heads to learn what they think and feel when they interact with our brand. Then we could finely tune our solutions to create exceptional customer experiences. Right? Well, that’s what journey mapping can do. It allows you to visualize intangible customer experiences so you can better understand…

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Customer experience

3 conditions for changing the human experience

Hi everyone, By now, you may recall me saying the triggering events for clients to engage with us are due to something that was there all along, them changing or the world changing. It seems to me that the summer of 2020 highlights how some things were there all along and how those things can…

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Editor's Picks

Why do companies struggle with digital transformation?

Companies of all sizes are faced with industry disruption, new technologies, and changing customer needs. Organizations with outdated…

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Operational Excellence

Leading people through forced change

When employees face disruptive change, they are often spurred on because there is a well-founded “why”—a justification for…

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Customer experience

So you have a journey map. Now what?

As organizations strive to become more customer-centric, journey mapping has become an integral tool to help organizations get…

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RPA in 2020

Mindless. Repetitive. Tedious. Necessary. Some of the most important functions in your business are cyclical, manual processes. Often…

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LinkedIn LIVE events

Bouncing forward: Leading digital transformation

Learn how digital transformation is giving forward-thinking organizations the opportunity to...

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Bouncing forward: Change management and customer experience

How can you achieve large-scale change management that improves both the customer experience...

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Bouncing forward: Business resilience in the next normal

In a world that is increasingly going digital-first, how do you enable true transformation? Dan Murray...

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Webinars + podcasts

Harnessing innovation at scale

Harnessing innovation can be painful and disruptive unless you turn an innovation process into....

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Service blueprinting explained webinar

Service blueprinting explained

Service blueprinting can help optimize processes that set the stage for increased employee...

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TechVibe Podcast interview with Ken Quaglio

TechVibe podcast: Bouncing forward

Celerity CEO Ken Quaglio joined the Pittsburgh Tech Council’s TechVibe podcast to discuss...

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