From ‘Ensuring Customer Experience’ to ‘Assuring Trust’: Rethinking the Role of QA

Imagine a short circuit triggers a fire in your building while you’re at work, and the smoke detector in your smart home fails to raise an alarm. Or you receive a notification that your bank account was compromised because the bank’s mobile application had experienced a cyber attack. Or the insulin-monitoring digital pill miscalculates your […]

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Consumption-based Models Are Easy, But Managing Consumption Economics Is Not

Business and technology leaders have been well-trained in the digital economy to perceive the world through the eyes of a consumer. Consumers’ day-to-day lives revolve around easy-to-use, consumption-based, pay-as-you-go platforms: Whether we’re watching a movie or TV show, listening to music, arranging transportation or planning a trip, it’s becoming less necessary to own a physical […]

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How Platforms Can Automate Business Workflows and Deliver New Value

At the same time that technology has improved our lives, it has also increased our expectations proportionately. In healthcare, for instance, patients who have historically been responsible for their medical reports and prescriptions now expect hospitals to have all their data available at the click of a button. Customers across industries today expect the businesses with […]

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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 […]

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People Power: The Unsung Engine of Digital Transformation

Have you read my latest research paper on the future of work and the workplace? It’s entitled,”People—Not Just Machines—Power Digital Innovation.” The piece was challenging to write. My original title was based on an earlier blog I had written on “The Future of Talent.” But it quickly became clear that the word talent could confuse readers. It’s too […]

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Navigating the Shift through Digital Service Management

Service management is going digital CXOs at leading companies are embracing  digital technologies to tap into new opportunities. But as these enterprises embark on their transformation journey, a vital part of the enterprise ecosystem that touches employees tends to get left out, and that is Service Management–a customer-centric approach for delivering IT services. Leading companies are beginning to […]

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