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,…
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)
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
“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)