Key to Success in Omni-Channel Migration: Part 2 – Preparing the Tactical Foundation for an Omni-Channel Migration
Migrating to a new Omni-Channel platform, whether cloud based or not, is a critically important business initiative for many companies that are seeking to advance their customer experience and improve competitiveness in an increasingly challenging business environment. But if the company is not well prepared with comprehensive strategic and tactical foundations, we often find that…
Key to Success in Omni-Channel Migration: Part 1 – Driving Strategic Executive Alignment
Migrations to an omni-channel platform – generally one of many parts of a broader Customer Experience (CX) transformation – are significant and challenging initiatives. While most companies have begun to enable many channels for customer interactions, few have fully transitioned to a unified platform, and even fewer have done any part of this easily. However,…
Guide to Building a Healthy Customer Experience [Guide]
The Customer Experiences (CX) that companies provide to their prospects and customers all require investment, focus, commitment, expertise and coordination to stay “healthy.” For instance, if a company’s CX leaders believed they could simply invest in a best-in-class omni-channel platform, they would be mistaken to assume that subsequent interactions with customers across an array of…
Tags: Customer Experience (CX)
The Whole Picture: Functional Requirements Are Important, But Not Sufficient in Selecting Software
If you are a business leader, are you frustrated with an IT organization that gives you all the reasons why your purchase of a software application won’t work versus figuring out how to make it work? If you are an IT leader, do you find your concerns about application security, performance, compliance and a slew…
Tags: Guided Autonomy, Shadow IT, Software-as-a-Service (SaaS)
Holistic Approach to Enterprise CX Design [White Paper]
The universal objective of Customer Experience (CX) design is to deliver exceptional interactions that quick- ly transition prospects to customers; drive loyalty and customer penetration; and ideally, reduce or optimize internal costs when delivering those experiences. The means to those ends are much more complex, and identifying where to prioritize limited resources to pursue those…
Tags: Customer Experience (CX)
Why Problems Persist – Key Blockers of Business Agility
When the problem-solving equation isn’t adding up, the solution is often foundational. Business leaders face many challenges today as they attempt to improve business agility in response to rapidly changing demands of the market. Technology can often be seen as a panacea, providing a shortcut to business transformation where hard choices about products, channels, business…
Tags: Business Optimization
Guided Autonomy Governance Model [White Paper]
Over the past several years, the tension has grown between corporate IT and the departments it serves throughout the organization. This tension exists for many reasons, but is escalating as departments are increasingly acquiring their own technology to meet their specific business needs. Corporate IT departments often refer to this as “Shadow IT.” While the…
Tags: Business Agility, Business Optimization, IT Performance Improvement
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