Digital Is Here. Is Your Workforce Ready?
First of a four-part series. “Be digital.” I’ve thought a lot about this business mandate, and I fully agree that it’s not enough to focus on isolated digital initiatives or take anything less than a full-on approach to customer centricity and personalization. It’s completely true that business leaders need to think “digital first” when approaching […]Read More
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 […]Read More
The Artificial Intelligence Panacea?
Looking at my analyst barometer, if 2016 was all about digital, then 2017 is all about artificial intelligence. You know something big is happening when scholars, analysts, CEO hot shots and doom mongers talk it up/talk it down all over news feeds and media. Some of the commentary on AI is Elon Musk scary; some […]Read More
A New Role for Medical Device Field Service
My first experience in service and repair came in the early ‘90s, working with leading telecommunications companies in the U.S. and Europe. With deregulation, cost pressures and new technologies, telcos needed to completely change how they planned, dispatched, delivered and managed field service work. It was a tough mandate: Maintain service quality while increasing the […]Read More
Digital Transformation: Less about Digital, More about Humans
Businesses are at varying stages of their digital transformation journeys, whether they’re at the forefront of innovation and setting the trends for their respective industries, or just now embarking. These businesses are driving digital throughout the enterprise, with a relentless commitment to rethink every asset, process, product, service and architecture within it. With digital interest […]Read More
The Make-or-Break Factor for Digital Success in Europe
If you’ve read my previous post and found the time to review my latest report, “Europe’s Digital Imperative,” you’ll know just how much money digital means for Europe. (In fact, one of the reasons for undertaking the research in that report was to provide the net/net of digital transformation.) However, as one of my previous […]Read More
Platform Business Models Win- 4 Reasons Why
Across myriad enterprises, digital platforms are becoming more widely accepted but vary on business need. Some support broad, horizontal markets; others target business functions or industry sectors. For example, a company like Airbnb empowers trust between market participants and reduces information asymmetry. This can drive down the cost of delivery the service. And the platform can […]Read More
Platform Diving: Leveraging Economic Reality in Financial Services
Heightened regulatory scrutiny. Intense profit pressures. Agile non-bank market entrants. The financial services industry has experienced sweeping change since the 2008 global financial crisis, and more change is just beginning. What’s driving all this change? It’s the platform economy. This is the perfect time for financial services organizations to take the plunge. What do we mean by “Platform?” A […]Read More
The Need for Quality at Speed
In the digital universe, customer experience is the be-all and end-all, making businesses reinvent themselves to deliver faster and better services. In an era of ‘born digital’ companies like Uber and Amazon, which have turned customer experience into a matter of software quality and speed, enterprises need to digitally step up.Read More
Where Is the Power of Predictive Analytics Leading Us?
Predictive analytics are transforming how businesses operate and people live. Companies are strengthening digital customer touchpoints by expanding their understanding of customer needs through analytics and developing real-time, personalized services.Read More