Author Archives - Deborah McMahon

Lessons from Liberation: Building a foundation for successful digital experience

A couple weeks ago at the Medecision Healthcare Liberation Conference, I attended the Chief Experience Officer roundtable where we had an excellent discussion around how payors are thinking about their digital experience. We were lucky to have our own Medecision CXO – Ellen Donahue Dalton – and Health Economist, Jane Sarasohn-Kahn as facilitators. Three themes…

Maureen Spivack

Customer Anchored Organizations Win

It seems no matter whom I am talking with in business lately, a key theme is that customer expectations are higher and changing more rapidly than ever before.  And as a result, the difference between winners and losers is becoming more dramatic.  This reality seems to have sped up in the last 24 months within…

Maureen Spivack

Use Human Centered Design to Solve the Right Problems

Back in March I attended a conference where I heard Whitney Mortimer, Partner and Chief Marketing Officer for Ideo, speak on the positive impacts of human centered design.  It resonated with me because here at Aveus we use human centered design (we follow the Stanford d. school model born out of the work of David…

Maureen Spivack

B2B Customer Strategy: Who Do You Serve and What Are You Solving?

We encounter many business to business clients who have realized “what got them here is not what is going to get them there.”  One of the consistent themes that emerges regardless of industry is that over time, B2B companies often develop a portfolio of customers with different requirements.  As illustrated in the grid below, we…

Cropped shot of a diverse group of business professionals giving each other a high-five

Intentional Culture: Start with the Employee Experience

Are you facing the question, “How do we change our culture to support the strategy we have just defined?”  As my colleagues and I were discussing this challenge, we identified an important element of creating an intentional culture: purposefully connecting the Customer Experience to the Employee Experience. When done right, good customer experience work should…

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4 Ways to Accurately Anticipate Customer Needs

You’ve given your customer a reason to come to your company in the first place and succeeded in solving one of your customer’s needs. Congratulations on a job well done. What’s next?  Delivering another winner that will alleviate the next customer problem is key to the future of the company. But how do you best…

BOLD Leaders Have Humility: An Interview with Damien Harmon

I’ve had the privilege to work with a lot of great leaders in my career.  As I applied the additional lens of “bold leadership” to that list – Damien Harmon easily rose to the top.  Damien is VP of Operations at Bridgestone Retail Operations, and as I spoke with him, an important element of bold leadership emerged…