Natalie Petouhoff

What’s One of the Best Ways To Reach Your Audience to Avoid “Content Shock”?

“Content Shock” coined by Mark Schaefer, refers to the rising amount of content posted on the internet on the various channels vs. the finite ability of people to consume all that content. In talking with Mike Barrett, he shared with me a infographic on video content. What’s important to note is that if you want to […]

Amazon: New Amazon Go Stores and Headquarters!

What if a store had no cashiers or cash registers? What if at the entrance, there were turnstiles and you had to scan your smartphone upon entering the store? What if you didn’t need cash, credit cards or checks? That’s what the new Amazon Go stores are all about!  Photo Source: The Verge You check […]

Creating An ROI For Human Capital And Organizational Change Projects: Part 2

I was working at a company and asked to do several things. First was to recruit 100 engineers. That may not seem like a lot, but for every 100 people we interviewed we had 1 person accept. So it took interviewing 1000 people to obtain 100 engineers. Part of that was because we were looking […]

ROI of Human Capital and Organizational Change Management: My Personal Story

I was working for a company that had found themselves in a situation where they had poor morale. Raises were few, partially because of the economy and as a result, people were working very hard and not feeling appreciated. HR came to me to ask what to do. As an early design-thinker, my reaction was […]

Why Live Messaging is the Next Big Thing for Customer Service

The number of mobile smartphones is expected to pass the five billion mark in 2019. With consumers adopting a mobile-first mindset, they expect anytime,...

Avoiding the Failure Chasm: Gaining The Most Value Possible From Digital Transformation

Whether you are a CEO, a CIO, a CTO, a CMO or the head of Customer Experience, Customer Service or Digital Transformation, you know...

What’s the Number One Number Thing Today’s CEO’s Must Do? Do the OODA Loop...

What’s the Newest Requirement for a CEO? Do the OODA Loop Faster and Better! You would think it would to generate revenue, profits and reduce...

Want to Know More About Machine Learning and AI?

Wondering whether you should invest in AI and Machine Learning? That’s a question that the most innovative companies are considering. Why consider it? One...

Innovation & Disruption In Delivery: Could Your Next Amazon Delivery Be By a Drone?

Ever Had a Package Delivered Late, Not at All Or To the Wrong Address? One of the most irritating issues with ordering online is whether...

Digital Transformation Projects Have an 84% Chance of Failure; Are You Ready to Failure...

Would You Invest If You Knew the Investment Had a High Likelihood of Failure? If I were to tell you that I had an investment opportunity...

Is Organizational Change Management Just the “Fluffy Stuff” or Is there Real Business Value?

TweetIs OCM and CC Kumbaya? When I first lead organizational change management (OCM) and culture change (CC), it was at previous high tech company; a...

What’s a Key Part of a Digital Transformation? Digital Workflow

As companies take on digital transformation for real, they need to consider the people (their skills and backgrounds), the processes (have they made them...

Digital Disruption is Gonna Get You Unless You Prepare Your Brand Now

Disruption surrounds the marketplace. As companies face disruption in their industry, the race to stay ahead of or beat the competition is quickening. Software...

Has Age of George Jetson IoT Time Come? Alex Was the Star of CES

Alexa Voice Service (AVS) is the software that allows owners to control compatible devices with their voice. From the various  reports it was estimated there were 700–1,100...

What You Don’t Know About Millennials Will Hurt Your Bottom-line

This research that I just completed is about how to use customer experience to turn Millennials into brand advocates. Why does it matter? They...

ROI of Social Customer Service: How to Calculate It and Create a Strong Business...

The phrase “customer service is the new marketing” has gained popularity with brands realizing that poor customer service takes current, and even potential customers,...

The Need for Customer Experience is Based on Science Not Myth

The need for customer experience to improve is not a myth. In fact, here’s why. Noted psychology researcher and writer Mihaly Csíkszentmihályi observed in 1998...

New Report: Neuroscience Proves Customer Experience (CX) Isn’t Just Fluff

What’s the Importance of CX? There’s a lot of talk about creating a great customer experience. Seems the world has gone from being concerned...

From the Field: Lithium Technologies and Microsoft Dynamics Partner To Create A Total Community...

TweetIs social CRM dead? Depends on what you consider social CRM to be. With the partnering of Lithium Technologies and Microsoft Dynamics, we will see...

From the Field: Capgemini Analyst Conference #capgemniAD16

Old Dogs Can Learn New Tricks: It’s never too late to transform yourself. Having been a system’s integrator many years ago, I found the transformations...

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