Economist by education, I now have 17 years of experience in business consulting, Internet consulting, innovation management, marketing & communication, IT, UX & service design, technology and trendwatching. Restless in my drive for discovering new knowledge and broadening my understanding on how successful things work and on how to use & implement new management models within changing markets & rising complexity, I continue to be involved in different communities and discussions around the world on the future of business, technology, government, urban & social life.
Leader's Guide to Contact Center Excellence
Plan smarter with this ultimate guide to contact center management and technology. Learn how to reduce agent turnover, win talent, and tap into emerging tech trends. Don't miss: 6 talent and ops strategies.
Customer Success: The North Star for CX Leaders
CustomerThink research finds just 25% of Customer Experience (CX) initiatives can show business value. Explore how Customer Success can be used as a "North Star" to create value for your customers and improve CX ROI.