By: Dave Farber

With much of the world recently locking down in one form or another, individuals have been spending far more time in their homes. Some businesses have basically had to build a digital presence overnight, while others have simply seen their digital channels rise in importance. Because customers are having so many more digital interactions, even businesses with established online operations are starting to realize that customers are raising the bar in terms of their expectations for a good customer experience (CX).

This blog first appeared as Steve Wunker’s piece for Forbes

By: Steve Wunker

As school ends about now, many families – including mine – find the topic of college choices coming up. Kids feel pressure to get into their top school, of course. But even if they can achieve that goal, and they can afford the attendance, there are so many options that they seem paralyzed by choice. What to do?
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This blog first appeared as Steve Wunker’s piece for Forbes

By: Steve Wunker​

You might not think of an auto body shop as a hotbed of business innovation – but you’d be quite mistaken. Consider the story of one small chain that shows how businesses can go on offense during the coronavirus pandemic, seizing the initiative to remake customer experience, business relationships, and competitive position. This is how one company made its Great Reboot happen.

This blog first appeared as Steve Wunker’s piece for Forbes

By: Steve Wunker​​

Pandemic prediction has fast become a cottage industry, but ridiculous forecasts abound. Leaving aside predictions about how the coronavirus crisis will medically progress and ultimately resolve, assertions about how business will respond can range from well-grounded to unhinged. Unfortunately, the press often doesn’t distinguish between the two, treating all future-gazing as credible.

​This blog first appeared as Steve Wunker’s piece for Forbes

By: Steve Wunker​

This blog first appeared as Steve Wunker’s piece for Forbes

By: Steve Wunker​

This blog first appeared as Steve Wunker’s piece for Forbes

By: Steve Wunker​

Many of us are reading more than usual these days – perhaps one of the scarce positive aspects of the COVID crisis. For business readers seeking inspiration on what comes after COVID that will enable The Great Reboot of their enterprise, here are two recommendations.

This blog first appeared as Steve Wunker’s piece for Forbes

By: Steve Wunker​

Many of us are reading more than usual these days – perhaps one of the scarce positive aspects of the COVID crisis. For business readers seeking inspiration on what comes after COVID that will enable The Great Reboot of their enterprise, here are two recommendations.

This blog first appeared as Steve Wunker’s piece for Forbes

By: Steve Wunker​

As parts of the economy begin to open after COVID’s first wave, the term “restart” is often heard. But it is a fictional premise, given that much of the economy has irrevocably changed. Rather than restarting, we are rebooting. ​

This blog first appeared as Steve Wunker’s piece for Forbes

By: Steve Wunker​
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As parts of the economy begin to open after COVID’s first wave, the term “restart” is often heard. But it is a fictional premise, given that much of the economy has irrevocably changed. Rather than restarting, we are rebooting. ​

By: Dave Farber

This blog first appeared as Steve Wunker’s piece for Forbes

By: Steve Wunker​

Our work and home lives have been turned upside-down by COVID, and many businesses have had to find new ways to sell, service, and operate. Some of these changes – while jarring – may stick after the crisis recedes. But which ones? Will virtual learning become routine? Remote teams? Distance selling?

This blog first appeared as Steve Wunker’s piece for Forbes

By: Steve Wunker​

Our work and home lives have been turned upside-down by COVID, and many businesses have had to find new ways to sell, service, and operate. Some of these changes – while jarring – may stick after the crisis recedes. But which ones? Will virtual learning become routine? Remote teams? Distance selling?

This blog first appeared as Steve Wunker’s piece for Forbes

By: Steve Wunker​

The week after Hurricane Maria struck Puerto Rico, the capital city of San Juan faced a grim situation. Downed trees still blocked major roads, lines for gasoline stretched around several blocks, and electricity was nearly non-existent.

This blog first appeared as Steve Wunker’s piece for Forbes

By: Steve Wunker​​

The week after Hurricane Maria struck Puerto Rico, the capital city of San Juan faced a grim situation. Downed trees still blocked major roads, lines for gasoline stretched around several blocks, and electricity was nearly non-existent.

This blog first appeared as Steve Wunker’s piece for Forbes

By: Steve Wunker​

In the current reality of coronavirus, most companies don’t have the time or resources to come up with a brand-new product or create an innovation incubator. Luckily, innovation doesn’t require a stroke of genius, endless time, or unlimited funds. ​

This blog first appeared as Steve Wunker’s piece for Forbes

By: Steve Wunker​
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This blog first appeared as Steve Wunker’s piece for Forbes

By: Steve Wunker​​

If the customer experience for your company hasn’t changed between February and April, you are unusual. In industry after industry, from consumer goods to B2B technology, the distancing, fear, and economic turbulence caused by the coronavirus are affecting the sales process, customer selection criteria, the way products and services are consumed, and even what customer service means. ​

This blog first appeared as Steve Wunker’s piece for Forbes

By: Steve Wunker​

If the customer experience for your company hasn’t changed between February and April, you are unusual. In industry after industry, from consumer goods to B2B technology, the distancing, fear, and economic turbulence caused by the coronavirus are affecting the sales process, customer selection criteria, the way products and services are consumed, and even what customer service means. Designing experiences for the coronavirus world is a fundamentally different proposition than what people responsible for CX were doing just two months ago.

A few years ago, I developed a framework for finding, testing, and mitigating risks and uncertainties in periods of volatility. ​

This blog first appeared as Steve Wunker’s piece for Forbes

By: Steve Wunker​

This blog first appeared as Steve Wunker’s piece for Forbes

By: Steve Wunker​

The coronavirus is the greatest management challenge most of us have ever faced, bigger even than the 2008 financial crisis. While the human and economic costs of this crisis are enormous, for businesses there is one positive difference: while the financial crisis had an uneven and gradual trajectory, this tragedy should have four specific phases. Each one has its own distinctive uncertainties and business strategy imperatives.

This blog first appeared as Steve Wunker’s piece for Forbes

By: Steve Wunker

With uncertainty swirling and the news growing constantly worse, it’s tempting to hunker down and await resolution of the coronavirus crisis, or to act rashly with extreme changes to costs and business model. ​

This blog first appeared as Steve Wunker’s piece for Forbes

By: Steve Wunker​​

With uncertainty swirling and the news growing constantly worse, it’s tempting to hunker down and await resolution of the coronavirus crisis, or to act rashly with extreme changes to costs and business model. ​