InnerVentures

  • Internal Communications is more important than ever but missing a trick

    If you’ve been following anything I have written in the last few months around employee experience, you’ll see that it is equally as important and indeed crucial to customer experience but often lacks attention, although that is now changing. It’s similar to enterprise software which has often lagged behind end consumer software in terms of…

    Stephen Danelutti

  • Why hybrid work is the new standard for productivity and sense making

    By hybrid work I mean a combination of remote and in-office work, virtual and physical, etc. The extremes have been tested. Before the pandemic it was mostly in-office work. With the pandemic its been all remote/virtual. Now many are coming to the conclusion that a balance is best, in other words, hybrid work. While the…

    Stephen Danelutti

  • The employee customer experience connection – fundamentals

    Here is an infographic with some supporting source material and an industry overview for context if you want it. Here too is where my interest and expertise in this space lie. This post is intended to dig a little deeper on the subject. Check out the diagram which captures a little more detail than I’ve…

    Stephen Danelutti

  • A synergy of forces shaping the future of work

    Stephen Danelutti

  • Employee customer experience connection – infographic

    Sources Harvard Business Review: The Key to Happy Customers? Happy EmployeesJosh Bersin: The Massive Market Impact of Microsoft VivaGoogle Trends More here

    Stephen Danelutti

  • Employee Experience Platform – the birth of a category

    This week, Microsoft announced the launch of a new product called Viva (disclosure). Actually it is far more than a new product in many ways. It is also an attempt at consolidating technologies in the employee experience category as well as creating the category. It is also a shrewd leverage of the Teams as a…

    Stephen Danelutti

  • Cloudy with a chance of churn and how to retain your SaaS customers

    One of the first things a customer will question in a downturn, is where they can cut or reduce recurring payments or OPEX. They will look for any reason, rational or otherwise. Licensing commitments aside, if you are a SaaS business and have been doing your job well, they should find only reasons to stay.…

    Stephen Danelutti

  • Zen and the right view of cloud technologies

    On the path to the cloud, just as in life (as the Buddha would have us understand), one must submit our most cherished assumptions to rigorous questioning. We would make better decisions if we were clearer about the foundations of our own thinking. Cloud technology is a vast subject and this post tackles just a few…

    Stephen Danelutti

  • Ways auto industry can transform with As a Service and employee experience

    The automotive industry is scrambling to transform itself in various areas: green (move to electric); smart (move to connected), etc. Much is being driven by nimble startups like Tesla, unencumbered by legacy concerns. This post focuses on two two areas that could further drive the turnaround and may be even more important because they are…

    Stephen Danelutti

  • The role of innovation in customer success

    Customer Success activities are maturing. I have been doing the job since at least 2012 and have seen the profession go through fundamental changes to the point where, to succeed now, you need to be innovating. I started writing about the role of customer success in relation to customer experience and the subscription economy almost…

    Stephen Danelutti

  • Leading the right behaviours through metrics and new work models

    Metrics drive behaviour. Organisations also know that they can better manage, what they can measure. So if you want to change behaviours, look at the metrics you are using and how they are driving behaviours. You also need to look at the models and frameworks in which the metrics are contextualised and which drive them.…

    Stephen Danelutti

  • The connected car vision is missing a few connections

    The connected car is the future for automotive companies. There is a lot going on in this space. I know because in my business, I have several customers in the industry. But you don’t need to be in the business to know. I recently purchased a car. It’s connected and awesome, I’m impressed. But my…

    Stephen Danelutti