Christian Ortega

12 Added | 2 Magazines | 4 Following | @chrispapo | Keep up with Christian Ortega on Flipboard, a place to see the stories, photos, and updates that matter to you. Flipboard creates a personalized magazine full of everything, from world news to life’s great moments. Download Flipboard for free and search for “Christian Ortega”

Digitizing customer journeys and processes: Stories from the front lines

These company examples highlight what some leaders are doing to build new customer experiences.<p><b>A compelling customer experience</b> has evolved from a …

The CEO guide to customer experience

Companies that create exceptional customer experiences can set themselves apart from their competitors.<p><b>What do my customers want?</b> The savviest …

Customer Experience

What’s now and next in analytics, AI, and automation

Innovations in digitization, analytics, artificial intelligence, and automation are creating performance and productivity opportunities for business …

Being a 'Good Team Player' Has One Huge Downside

You can indeed have too much of a good thing.<p>If teamwork is good, more teamwork must be better, right?<p>That might sound logical, but it’s actually not …

Employment

The Delicate Art of Giving Feedback

To be an effective manager, you need to be skilled at giving out both praise and criticism. While praise is easy to give, it is far more challenging and unpleasant to criticize your employees. Yet the practice of management requires you to occasionally show employees where they need to improve. …

Operational Excellence, Meet Customer Intimacy

Most organizations continuously strive to achieve operational excellence, but they spend less effort understanding customer needs — and few marry these two sources of customer value effectively. While a focus on lowering costs, improving quality, and providing consistent, reliable service will …

How SAP Labs India Became An Innovation Dynamo

In April 2010, V.R. Ferose became the managing director of SAP Labs India, one of fifteen global R&D centers of the German software giant SAP. At 35 years old, Ferose was the youngest-ever managing director of a global multinational firm in India — overseeing a staff of 4,000.<p>SAP’s senior …

Will Moneyball Analytics Kill Loyalty and Leadership?

Future potential matters (much) more than past performance. That’s the new quantitative consensus reshaping professional sports worldwide. After looking hard at the numbers and algorithms, the smartest — and richest — general managers and franchises have made up their collective minds: They’re not …

The Hidden Biases in Big Data

This looks to be the year that we reach peak big data hype. From wildly popular big data conferences to columns in major newspapers, the business and science worlds are focused on how large datasets can give insight on previously intractable challenges. The hype becomes problematic when it leads to …

Which Social Network Makes Your Customers Buy?

Every business-to-business CEO and CMO I’ve met — most of whom came of age prior to the social media era — is trying to understand how to leverage social media to grow their business. They want to understand Twitter. They want reports on their Klout scores. They have marketing departments retaining …

Seven Rules for Managing Creative-But-Difficult People

Moody, erratic, eccentric, and arrogant? Perhaps — but you can’t just get rid of them. In fact, unless you learn to get the best out of your creative employees, you will sooner or later end up filing for bankruptcy. Conversely, if you just hire and promote people who are friendly and easy to …