The Three Customer Service Megatrends
Great customer service is not just about cutting costs or making operations more efficient. Instead, it’s a systematic reinvention of …
Category Archives: Technology
Two benefits to avoiding technical jargon and concepts
Technology can very complex. Like every profession, technologists use lots of acronyms and jargon. As digital executives, we may succumb …
Digital transformation churn: Why the digital transformation fail rate is so high
Everyone seems to want to get on the digital transformation bandwagon. Unfortunately, it is easier to “do digital” than it …
Brands: Here Is The Size Of Your Digital Commerce Prize
Consumer-facing brands know that there is proverbial “gold” in generating direct sales through digital commerce — but the big question is …
Europe’s new privacy law tests muscle on Google
The roughly $57 million fine French regulators leveled on Google Monday is the first real test of how aggressively Europe’s …
“Zucked” book takes aim at Facebook
In his new book, due out next month, Facebook investor Roger McNamee reiterates his claims that the social network is …
29 data-driven ways to improve employee engagement
How much coffee does it take to your team to make it to the end of the day? If cup …
12 Years Ago Steve Jobs Introduced the iPhone, and Everything Changed
A look back at the groundbreaking device. “Every once in a while, a revolutionary product comes along that changes everything.”— …
Is it this or that technology? Combining technology strategy makes the difference.
This makes so much sense. It is the combination of technology that becomes so powerful in this model. Well worth …
Can digital marketing be taught? How much of it is an art?
A lot of things can be taught. Education, training and skill development are important. There is a science to much …
Companies are complex entities when scaled. At the same time, CxOs bemoan complexity while often increasing it through their actions. How does this happen? And what is the effect on profits?
Huw Webber is an experienced systems analyst and management consultant. His company, oxford logical consulting, specializes in removing or ameliorating …
All of your innovation should about the user experience and simple design
Earning relevance with your customers requires much more than the adoption of the latest technology or being on the social …
Now would be the time to rethink your social media strategy
So you’ve jumped into social media as a part of your digital marketing and customer strategies. Now would be the …
Why are we conditioned to look for causes?
Mukul Chopra is Vice President & CIO at Communities In Schools National Office in Washington, DC. Mukul is a Business Technologist. Mukul …
Harnessing the insights buried in the mountain of data to improve the experience for your customers is a huge opportunity
Big data is all the rage. Why? Harnessing the insights buried in the mountain of data to improve the experience …
The balance of power has shifted decisively in favor of the customer
Jeb Dasteel is Senior Vice President and Chief Customer Officer at Oracle. He has been with Oracle since 1998. Prior …
If you know the goal, you can evaluate whether a digital strategy will get you there or not.
It is very, very important to think out clearly the digital goal and strategy. It is obvious if you are …
How comfortable are CIO’s at participating in business strategy conversations?
The job of a CIO is a tough one. Understanding and being able to communicate highly technical concepts in plain …
Mobile is all about design for the user’s experience, not your own.
Reggie Henry joined ASAE in November of 1994. His responsibilities are to implement “exemplary” systems at ASAE that can serve …
Disruption is here or at least on the horizon. Will it visit you soon?
Disruption is here or at least on the horizon. The cost to start up and create new models of business …
Will a recommendation engine enhance your unique selling proposition? It’s probably best to keep things simple.
Big data is great if in fact you have lots of data. Most of us don’t have enough data to …
How nine world-class CIOs focus on the most daunting challenge they ever faced.
The following is a condensed excerpt from the book Confessions of a Successful CIO: How the Best IT Leaders Tackle …
Who wants to be your customer? Why will a digital approach outperform the current business model?
Businesses are being disrupted at every turn. Much of the disruption has to do with successful use of digital approaches. …
What is smart data? How can we make it actionable?
We live in a consumer world where more and more there is an expectation that companies and nonprofits have the …
Here is a way to think of change. Improve or die?
The pace of business continues to change and move faster and faster. That is clear and it requires that we …
How app retention is like dating
Keeping users on mobile apps is an issue many teams are working towards solving. Billions of apps are downloaded every …
Do connected devices “care”?
Talk about disruption. This is a big deal. The Internet of Things (IoT) is the network of physical devices, vehicles, home appliances, …
What Wall Street is saying about Facebook’s brutal Q2 earnings. | It’s not good news!
Facebook stock took an insane pummeling on Wednesday,wiping nearly $150 billion off of the company’s value. Disappointing second-quarter earnings and …
The most popular iOS apps of all time
App Annie is out with a fresh look at the most popular and profitable iOS apps and games of all …
Mark Zuckerberg: A single point of failure at Facebook, a company that is systemically important to the internet
The following is from: Mark Zuckerberg: A single point of failure at Facebook, a company that is systemically important to the …
Study: Вrands should worry about non-English letters and phishing
Did you notice which letter in the headline is actually a Russian character? It’s the “В.” So-called homographic characters — …
What is going on with Artificial Intelligence investments?
What is going on with Artificial Intelligence investments? This report examines the state of artificial intelligence (AI) investment, development and …
Cybersecurity is a field of growing demand, it hit 0% unemployment
Great insight via Codebook – April 26, 2018 – Axios “The cybersecurity skills shortage is dire — one commonly cited estimate predicts 3.5 …
How Jeff Bezos leads
In Amazon founder and CEO Jeff Bezos‘ annual letter to shareholders, he shares seven “essentials of what we’ve learned (so far) …
Temkin Experience Ratings Software Snapshot
Temkin recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on …
Who’s job is cyber security in 2018?
Whose job is cyber security at your job or at home? No matter where we are these days, no matter …
Six Best Practices from the NGO Technology Report — Well worth the read
There are many reports that get published every year. You can get overwhelmed with too much information. What should a …
“Most CEOs don’t fully understand the impact emerging digital technologies will have on their industry in the next ten years.” ~Nigel Fenwick
This may be your reality. You see a business (not technical) imperative to be a digital business. Your CEO and …
Google Launches Its First Cybersecurity Company, Chronicle
Now this is serious. Google tends to play for keeps. It is interesting that is funded as a “moonshot” initiative …
What does a digital business and its evolution look like for you?
Thinking and planning through the evolution of your digital business requires some holistic and strategic thinking. It is a core …
84 Percent of U.S. Healthcare Providers Have No Cyber Security Leader
Do you find this a little concerning? Eighty-four percent of U.S. healthcare providers don’t have a cyber security officer, and …
How do you measure results for cyber security investment?
With over 400 global business and security executives participating in a benchmark survey called The 2017 State Of Cybersecurity Metrics Annual …
Top 5 cybersecurity mistakes leaders make, and how to fix them
Cybersecurity teams are largely understaffed and underskilled. Security breaches are only going to accelerate and get worse. In general, most …
A shortcut to cybersecurity
Here is a great summary from Axios about the shortage of professionals in the area of cybersecurity. We need to fill …
The elephant in the room is making a mess
There is an elephant in the room. It has been there for a while and everyone knows it. It doesn’t …
Walmart plans to increase use of Macs
According to Axios: Walmart has 7,000 Macs in use today, but expects that number to skyrocket next year as it gives …
Does Oracle have the answer to the future of data?
Building upon the next generation of the industry-leading database Oracle Database 18c, Oracle recently introduced the world’s first autonomous database …
The Moneyball CIO and how data can make a difference
IT can often feel like an unwinnable game, with limited resources, changing priorities, multiple stakeholders and increased demands. Too often, …
What is the value of offline data?
Not all data is as valuable as others. The human resources to manually enter offline data can be daunting and …
What data should we collect to create amazing customer experiences?
We probably shouldn’t try to collect everything. We also should be collecting the “right” data. We should consider enhancing the …
