Blockchain as a Design Thinking 2.0 Tool

I recently participated in an IDG-sponsored roundtable discussion on blockchain with representatives from the technology, consulting and academic worlds. All panelists agreed that we will see widespread adoption of blockchain technologies in business and beyond – but likely in ways we haven’t yet thought about. One common observation was that the business relevance of blockchain […]

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6 Strategies to Successfully Pilot a Robotic Process Automation Project

If you’re thinking about automating some of your business processes, you’re likely looking for two outcomes – lowering operating cost and improving your customer and employee experiences. Sometimes it’s just not possible to do a complete digital process transformation. You may not have the time, resources, or budget for that kind of project, but you still may need […]

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Transformation? Think Digital. And a Little Magic.

Remember back in the mid-2000s at the start of Web 2.0? It was epic: Web 2.0 completely changed the web experience from a static representation of content (and shopping carts) to a fluid experience that actively engaged audiences. In the context of Web 2.0, design meant accommodating user-generated content, with online audiences able to participate in communities—even, later, […]

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Predictions (and Some Provocations) for 2016

It feels weird wishing people Happy New Year halfway through January. But let me weigh in anyway with nine predictions for the 50 remaining weeks of 2016. The winning Powerball numbers to the largest jackpot in history will be … Wait … It really is too late for that one.  I was totally going to pick those numbers, too. […]

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Great Digital Experience? It’s Love.

American Express conducted a study with 1,620 consumers testing how individuals feel during consumer experiences. The survey showed heart rates increased in 63% of consumers who thought they were receiving great customer service. Even more fascinating was the fact that 53% of the consumers who actually received great service, experienced the same cerebral reaction as […]

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What is Customer Experience and Why Should Banks Really Care?

In the banking and financial services industry, customer experience often has been described as “generic,” “choppy” and “non-intuitive.” But today, the sector finally seems to be “getting it.” They are changing their approach to create a more engaging, relevant and proactive customer experience. Even today, much of the banking customer experience  centers on tasks rather than relationship-building and […]

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Design Thinking in the Manufacturing Industry

Design thinking bridges the gap between consumers and manufacturers Design thinking is increasingly becoming a means to attaining a competitive advantage in today’s business world especially in the manufacturing industry where physical products and software experiences are converging more than ever before. Ambient information collected by connected devices, telematics and SMAC (social, mobile, analytics and cloud) […]

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