Posted by Rick Davidson
Successful ECM System Implementation is not Magic
Enterprise Content Management (ECM) systems, when combined with business intelligence tools, are foundational technologies to support enterprise agility. These platforms will provide employees with both historical insights into business best practices as well as contemporary insights into customers, employees, partners and other business stakeholders. The growing global ECM market is estimated to be worth close…
Tags: Business Transformation
Why & How Service Companies Should Get Started on their IoT Journey
Many service companies have incorrectly assumed that the Internet of Things (IoT) does not apply to them because they don’t make “things” and therefore cannot benefit. The truth is that there is immense potential for service companies to leverage IoT to accomplish goals that fall into five main categories: increased revenue, lower operational costs, differentiated…
Tags: Business Transformation
Customer Revolution Driving Move From Digital to Cognitive Enterprise
The “impatient narcissist” is probably an apt description for today’s consumer. They want what they want and they want it now. They have extremely high expectations regarding every aspect of their “journey” with an enterprise’s products or services. From gathering information to purchasing a product or service, using it or recommending it to their friends,…
Tags: Customer Experience (CX)
Practical Guidance for Manufacturers Starting Their IoT Journey
If you are a manufacturer, you are likely investigating use cases where the Internet of Things (IoT) can enhance your products’ capabilities, provide more insights on how your products are used by your customers and, of course, increase product sales. As IoT-enabled products become more and more mainstream, your customers will come to expect smart…
10 Tips to Guide a Customer Experience Improvement Initiative
CIOs are in a unique position to co-lead a customer experience (CX) improvement initiative. First, they generally have a good understanding of key business processes that engage and support customers across the entire CX lifecycle – from sales, to product and service provisioning to support. They also have a fairly good understanding of the business…
You Might Have a Customer Experience Problem If…
Customer experiences have not kept pace with customer expectations, which have changed dramatically over the past decade. This change has been driven by technology, primarily mobile devices, which can instantly satisfy a customer’s need for information, to communicate with others or to complete an online purchase. Let’s face it, none of us like to wait…
Tags: Customer Experience (CX)
Today’s Customer Experience Expectation: It’s All About Me
People often criticize Millennials for their materialistic ways, and their constant connections to technology, but is that really a fair assessment? Haven’t we all become really accustomed to getting virtually any product or service we want, on demand, 24/7, from whatever device is closest to us? Let’s face it, it’s all about me when I’m…
Tags: Customer Experience (CX)
Three Tips to Evaluate Your Customer Experience
If your customer service center frequently receives complaints about your order system, if you experience a high rate of customers abandoning the order process before completion, or, if your team regularly handles complaints about products and services on social media platforms, it’s time to get a clearer picture of your customer experience…and fast. That’s why…
Tags: Customer Experience (CX)
Software-as-a-Service: IT Skills for a New Generation of Computing
With the increasing adoption of SaaS as a viable means to provision new enterprise and niche-based applications, many of the traditional skills required by IT organizations are becoming less and less relevant. Essentially, these skills have transitioned to the SaaS vendor. However, SaaS gives rise to a new set of skills that most IT organizations…
Software-as-a-Service: The Changing Roles of IT
Is IT a function, an organization or a vocation? Going forward, the answer is yes to all three. As a function, the selection, deployment and use of information technology will become the responsibility of the lines of business (Customer Service, Operations, Engineering, Supply Chain) and support functions (Finance, HR, Legal, Sales, Marketing). Information technology will…
Tags: IT Performance Improvement, Software-as-a-Service (SaaS)