INSIGHTS

Knowledge is power.
Read our latest insights.

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 Organizations with outdated…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

Whiteboard planning

Bouncing forward: Change management and customer experience

Anyone who sits down with Sjaloom Verhagen, as I had the privilege to do on the most recent installment of Celerity’s Bouncing forward ...

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digital-first

Bouncing forward

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 ...

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the Age of the Customer

Bouncing forward

Recently, Anoop Warrier, former Head of Digital for SunTrust Bank, spent some time with me discussing digital transformation and leadership ...

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Webinars + podcasts

activate journey map

Activate your journey map

Why is activating a journey map difficult? As organizations digitally evolve and transform, every aspect of the customer journey is mapped. ...

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innovation at scale

Harnessing innovation at scale

Harnessing innovation can be painful and disruptive unless you turn an innovation process into part of your company’s everyday routine. ...

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Service Blueprinting

Service blueprinting explained

Work smarter. Not harder. How we do our work matters, especially in today’s business climate. When employees are productive and engaged, ...

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