There Is Light in Shadow IT
When you hear the phrase, “shadow IT”, what comes to mind? Visions of ominous, dark, or secretive information technology pockets operating outside of the CIO’s control or visibility? Worries that the software purchased or developed by these rogue IT groups will end up in the CIO’s lap when support becomes a challenge? For many CIO’s,…
Tags: Business Agility, Digital Transformation, Guided Autonomy, IT Performance Improvement, Shadow IT
Why Now is the Time for Business Agility
Many business leaders today face the challenge of transforming their organizations to compete in a world that is defined by increasing levels of uncertainty, chaos and complexity. A global pandemic, social justice concerns, rapidly evolving customer expectations, the changing nature of work – these and other factors are driving the need to create new business…
Tags: Advanced Analytics, AI, Artificial Intelligence, Business Agility, Customer Experience (CX)
Why Now is the Time for Business Optimization
As if our world wasn’t changing rapidly enough prior to 2020, Covid-19 has now wreaked havoc on economies, workplaces and consumer expectations. Leading into this year, companies were busy trying to leverage innovative technologies such as cloud computing, artificial intelligence, advanced analytics, IoT, 5G data networks, augmented reality (virtual, extended, mixed) and blockchain, to name…
Tags: Business Agility
“Time to Weed the Garden” – How CIOs Can Improve Customer Experience (CX)
Are companies making it difficult for our customers to use our products or consume the services we offer? Have they put business rules in place over time that now serve as barriers to delivering great customer experiences? As a consumer, you know the rules – the ones that constrain our options when we dare to…
Tags: Customer Experience (CX)
Next Generation Customer Experience [White Paper]
Technology innovation is rapidly unlocking possibilities affecting all aspects of our lives. While Customer Experience is hardly as important as the innovations driving healthcare or as glamorous as the capabilities of autonomous vehicles and space travel, effective and progressive Customer Experiences are a critical driver of corporate success. In fact, studies indicate that poor customer…
Tags: Customer Experience (CX)
The Four Dimensions of the Customer Experience [White Paper]
To succeed in today’s digital environment, companies must embrace the Customer Experience (CX) as an omni-channel composition of many interactions. In addition to a deep understanding of all the possible ways customers may engage with your organization, a similar level of understanding of customers, products and usage patterns, in conjunction with those engagement channels, provides…
Tags: Customer Experience (CX)
Cloud Security – Extending Your Cyber Fortress to the Cloud [White Paper]
Is your organization considering a move from on-premise systems to the cloud, but concerned about information security? Are you already using the cloud, but uncertain about how well your networks and data are protected? The transition to cloud computing is transforming businesses and IT departments worldwide, yet all too often, security is an afterthought. It…
Tags: Cybersecurity, Digital Transformation, IT Performance Improvement
Modern Identity Management Promised to Improve BOTH Security and Customer Experiences [White Paper]
We are at an inflection point – the digital economy has added complexity and cost to the process of delivering exceptional customer experiences (CX), while at the same time, technology innovations have raised customer expectations regarding how that experience should unfold. The challenge of providing high quality CX is complicated by policies, processes and regulatory…
Customer Centric Business Transformation [White Paper]
Businesses and entire industries have been turned upside down seemingly overnight by new market entrants that correctly identified and capitalized on ways to provide better customer experiences. It is not just newcomers who beat the competition and acquired larger market shares through a customer experience (CX) focus: Apple is an example of a pre-existing giant…
Tags: Business Agility, Business Transformation, Customer Experience (CX)
Ten Signs that it’s Time to Upgrade Your Contact Center
Most companies recognize the importance of continually investing in customer service and customer experiences. However, technologies and business problems are rapidly evolving making it difficult to consistently stay ahead of the competition. Here are ten quick areas to evaluate that may indicate you have an important problem to address: Confusing or Hidden Telephone Numbers – Do…
Tags: Customer Experience (CX)