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FIELD-TESTED THINKING.
‍NOT THEORY.

Digital strategy, customer experience, transformation and AI — written by the people who run the engagements. Field-tested thinking that holds up, because the fundamentals aged better than the buzzwords.

Featured · Digital Strategy

Why You Still Need a Digital Strategy, Maybe Today More Than Ever

The big trend nowadays is to say that a digital strategy is no longer needed — that digital should be embedded in all strategies, that it's mainstream, part of a global approach... that digital strategy is your business strategy.

In this article

→ Why 90% of digital transformations fail — and the root cause behind it

→ The five questions a real strategy answers

→ The cost of skipping strategy for headless test-and-learn

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Digital Strategy

Digital Transformation

Customer Experience

Customer Centricity

Culture

Insights

Innovation & Growth

Digital Management

Transformation Digitale

Digital Transformation in the Corporate World Is About Courage

There is not one day where I don't see a post worshipping entrepreneurs — people who didn't hesitate to aim for hardship, uncertainty, and risk to steer their business in total freedom, achieve great independent success, or build a better world. But some days, the worshipping gets so strong that it feels like the general mindset is that those who stay in the corporate world are just losers, or people who can't do better with their lives.

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Management Digital

What Does Your Digital Organization Look Like?

May it be a choice or may it be due to a threat, we're all facing exciting challenges today: managing digital presence is no longer a "nice to have" activity but has become a critical business responsibility. Possibilities to distribute content or generate traffic require finer tactics and strategies than 10 years ago, but there are also great new possibilities to reach and connect with audiences in a personal manner.

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Transformation Digitale

The 5 "Key Success Factors" in Digital Transformation

After having been at the heart of transformations initiated by digital for the last 10 years, I tried to look back and find patterns — what went well, what didn't, and why. After analysing carefully, it seems there are indeed patterns out there — similarities between companies and industries that managed to transform their business successfully, mainly because of digital.

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Croissance

Innovation & Growth: It's All About How Much You're Willing to Invest in Your Change

Among the missions we get to work on, a lot start from customer journey redesign — an ambition to rethink the overall customer experience and revisit the solutions and services proposed along the story, altogether building relevance and competitiveness. Part of the solution design involves incremental changes — small adaptations that bring more value for the consumer or the company. But the main value comes from disruptive opportunities: solutions or services that challenge the past but carry great potential for future growth and positioning.

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Expérience client

Designing an Actionable Customer Journey in 7 Steps

You've just been promoted customer experience manager? Or somehow, designing new customer journeys has become your challenge? Congratulations, and welcome to this fascinating adventure — one that offers great opportunities to get a stronger knowledge of your organisation and the many ways customers aspire to interact with it. Designing a customer journey is not an easy job: it takes time and energy, precision, creative and analytical skills, networking capability, and patience if this is the first time your organisation takes on such a challenge. But it's also very rewarding, especially when you obtain management buy-in with customer-centric and growth-hacking strategies.

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Customer Centricity

Simplicity as a Cornerstone of Deep Customer Centricity

Nowadays, customer centricity is no longer a potential source of competitive advantage — it has become a key condition to play. In today's VUCA (Volatile, Uncertain, Complex, Ambiguous) environment, the risk of a competitor launching a new service, a new player entering the market, or a substitute expanding its range has increased dramatically. With digital channels, customers can compare and evaluate options more easily than ever. Today's key challenge isn't simply putting the customer at the centre of the business — it's doing that better than your competitors.

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Insights & Veille concurrentielle

The Rules of a Good Benchmark

Too often in organisations, we have seen benchmarks that missed the point and didn't reflect the reality of the market. The focus was either on details or on a very limited aspect of the brand experience, not delivering enough substance to solve the problems at hand. On the other end, seeking exhaustiveness can drown you and others in detail and cause you to miss the opportunity to transfer key learnings. A solid benchmark remains one of the best tools to update your team on brand positioning and market maturity — and a great opportunity to explore, analyse, and evaluate the products, services, and touchpoints customers are confronted with whenever a life event triggers a need your company could satisfy.

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Culture

5 Tips to Introduce Simplicity in Your Business Culture

If your company is striving for more customer centricity, adopting the concept of simplicity might contribute to achieving just that. Designing a simple customer experience brings more customer centricity for two reasons: it compels your company to offer high quality standards across all customer interactions, and it forces you to gather deep knowledge about how customers interact with your business. This article shares advice on how to apply the principle of simplicity inside your company.

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Expérience client

5 Reasons Why Understanding Your Current Customer Journey Is Key to Your Digital Transformation

When you receive the mission to design your digital transformation and new customer experience — whether it's a new challenge or your daily routine — you most probably already have tons of ideas and ambitions, fed by market trends, new technologies, management requirements, success stories, group strategy... but is this enough to start building your new vision? And this is good, very good. But quite often in organisations, deadlines are very short, expectations (and probably fears) very high, and it might be tempting to jump directly into the design of the new experience. But that would be a terrible mistake, especially if you work in a digital transformation team, as you might miss meaningful opportunities by ignoring low hanging fruits or massively investing into fast-fading trends.

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Stratégie digitale

Why You Still Need a Digital Strategy, Maybe Today More Than Ever

The big trend nowadays is to say that a digital strategy is no longer needed — that digital should be embedded in all strategies, that it's mainstream, part of a global approach, and that stand-alone digital strategies are no longer needed... that digital strategy is your business strategy.

→

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FIELD-TESTED THINKING.‍NOT THEORY.

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FIELD-TESTED THINKING.
‍NOT THEORY.