Posts by Chris McGugan

Customer Grievances Beyond the Grave: Why Experiences Matter

Customer Grievances Beyond the Grave: Why Experiences Matter

  • Chris McGugan
  • September 18, 2018 | Estimated reading time: 4 minutes to read
  • I recently chipped away at the issue of companies poorly incorporating voice of the customer (VoC) insights into the experiences they deliver (according to Gartner,…
Use VoC—Voice of the Customer—Insights to Blow Your Customers’ Minds

Proactively Use VoC Insights to Blow Your Customers’ Minds

  • Chris McGugan
  • September 6, 2018 | Estimated reading time: 5 minutes to read
  • They say that by 2020, customer experience (CX) will overtake price and product as the No. 1 brand differentiator. I say it already has. Every…
4 Steps to Organizational Agility—It’s Nothing More Than Culture & People

4 Steps to Organizational Agility—It’s Nothing More Than Culture & People

  • Chris McGugan
  • July 23, 2018 | Estimated reading time: 4 minutes to read
  • In a 2018 Digital Transformation Readiness Survey conducted by Appian, 72% of executives admitted they don’t believe they’ll be able to scale their efforts to…

The Tipping Point of Culture and People in DevOps

  • Chris McGugan
  • July 2, 2018 | Estimated reading time: 4 minutes to read
  • Global spending on digital transformation technologies is expected to reach $1.3 trillion this year and double by 2021. Good news, right? Well, sort of. Industry…