Customer Experience: Turning good intentions into great execution

For quite a while, I’ve been intending to write about motivation and customer experience, but never quite got to it. Why write now? More on that later. With customer experience, there has been much research that has highlighted a mismatch between what companies believe they deliver and what customers think they get. And other research …

The machine translation debate: enough is enough

How many experts over the years have proclaimed that, because of the latest advances, the time has now arrived to invest in MT? Full disclosure… I include myself in this, as I launched SDL’s integrated MT solution nearly ten years ago. And it’s still happening today, as Lingo24’s recent press release highlights. How many times have …

Strategy, planning and motivations

Check out this Harvard Business Review blog post and all the comments. http://blogs.hbr.org/cs/2013/02/dont_let_strategy_become_plann.html A very interesting collection of thoughts, from which you can deduce that strategy is probably the most over-used word in business, while also being the most misused and misunderstood. I have found that by critically examining the motivations of your business, your customers …