Volker Hildebrand

Using Communities To Play By The New Rules Of Customer Engagement

17-Oct-2016 | Volker Hildebrand

Disruptor. It’s a digital-era buzzword that usually applies to companies leveraging new technology and introducing new business models that are leaving incumbents in the dust. But armed with the


How To Engage The Digital Customer In 2014

16-Jan-2014 | Volker Hildebrand

Good news first: The economic outlook for 2014 looks promising. One data point: The Organization for Economic Cooperation and Development (OECD) sees stronger growth ahead in advanced and emerging eco

Should You Be Afraid Of Amazon?

12-Aug-2013 | Volker Hildebrand

I’ve had many conversations with business leaders in the last 12 months where this topic came up, and let me tell you, many companies are afraid of how Amazon has changed and will continue to change

Digital Customers Now Rule The World. Are You Ready? (Part 2)

17-Dec-2012 | Volker Hildebrand

The other day I wrote about the research we had undertaken in the course of writing The Customer Experience Edge and four distinct qualities that are critical an outstanding customer experience. Le

Digital Customers Now Rule The World. Are You Ready? (Part 1)

13-Dec-2012 | Volker Hildebrand

Everyone believes that rapidly advancing technology is changing the game, but that’s only half the challenge businesses face. The more significant challenge is this: Digital customers are changing t