A quick trip down memory lane to the 1990s will help us see just how far customer services has changed. In the past, customers would have walked into a physical store for a real person to help solve their problem. But, we are now in the machine era – where we will do everything we … Continue reading The triple A solution: How analytics, automation, and AI will redefine customer service
The pace of digital change isn’t going to slow down anytime soon. In fact, if any of the predictions are correct, it will only continue to grow in scale and scope. A recent report written by Chris Curran, Dan Garrett, and Tom Puthiyamadam from PricewaterhouseCoopers (PwC) compiled responses from 2,216 IT and business leaders across … Continue reading How Crucial is the Human Experience for Digital Transformation?
In the following essay, Tom Davenport, the President’s Distinguished Professor of Information Technology and Management at Babson College, a Fellow of the MIT Center for Digital Business and independent senior advisor to Deloitte Analytics, discusses why marketing, which is highly quantitative, targeted and tied to business outcomes, will likely become highly automated by 2025. I … Continue reading Weekend Reading – Deloitte CFO – WSJ Automation Ready to Replace the Mad Men Style of Marketing:
The “Infosavvy” Organization In order for an organization to become information-savvy, it must begin by internally recognizing information as an actual asset. The old adage goes, “You can’t manage what you don’t measure,” and organizations need to start inventorying and measuring their information assets. How do you quantify the value of information? You can start … Continue reading Applied Infonomics: Why and How to Value Your Information as an Asset – Doug Laney
Digital is a new way of working. It simplifies. It accelerates. It clarifies. It humanizes. Technology is only a small part of the digital way of working. Most people misunderstand this. They think “technology” when you say “digital workplace”. My definition of the digital workplace is “the intersection of People, Organization and Technology”. The path … Continue reading Digital is mindset, not technology…