Digital Transformation in the Public Sector

Rhys Sharp·8 August 2016·The Case For Digital Transformation

...There is no doubt that the Public Sector “Cloud First” and “Digital Transformation” strategies are paying off in terms of the government, local authorities and health sectors delivering better and more cost effective services to citizens and it is only fair to point out that the success in those areas has been driven by Government Digital Services (GDS). Read More...

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Analytics, Technology Development Lifecycle, and Family Vacations

Michiko Wolcott·3 August 2016·Data & Analytics

...One of the prevailing challenges in making analytics successful is obtaining quick wins. What the businesses often need is an analytics equivalent of agile sprints approach, in which actionable results are delivered in short cycles; yet for many, this continues to escape reality. Too often an elaborate analytical project is planned or carried out, stemming from insistence (on rigor and perfection), naiveté (about all that are possible), or neglect (of the original intent). Read More...

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The Modern IT Operating Model

Simon Ratcliffe·31 July 2016·Strategy & Innovation

...CIOs are facing a series of unprecedented demands to step up to the needs of the business. As well as being asked to become business innovators and leaders, CIOs are being told to increase speed to market, embrace cloud adoption and deliver rapid change. Traditional IT is moving away from being a central function that reacts to the needs of the business, to a centre stage function that actively leads business initiatives, in a world where the digital agenda dominates. Read More...

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Are DevOps and ITIL Mutually Exclusive?

Simon Ratcliffe·31 July 2016·Strategy & Innovation

...One of the most common objections to the adoption of an agile infrastructure is the fact that the organisation has invested significant time and money in adopting ITIL, and this would have to be abandoned. For example, a DevOps philosophy uses change as a primary driver, whereas ITIL is often viewed as regarding change as, at best, a necessary evil.  There is too often a position where DevOps and ITIL are facing firmly in opposite directions, each believing that their approach is the only effective one. Read More...

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Transforming Your Business with Cloud-Based Text Analytics for Contact Centers

Kalyan Banga·17 July 2016·Enabling Technologies

...Typically, contact centers are viewed in any business as a cost center. Such businesses are focused on acquiring new customers, and contact centers that serve existing customers feature low on the priority list of the CXOs in the organization. However, an important fact is often overlooked by such businesses: customer retention is far more valuable than customer acquisition. A retained customer is not only already paying for the services, but is also a source of future revenue. Further, if the retained customers are happy, they bring in higher customer lifetime value, thus improving the bottom-line. Read More...

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How Predictive Analytics in Contact Centers can improve Customer Retention?

Kalyan Banga·17 July 2016·Customer Engagement

...A loyal, paying customer is the best success any type of business can have. Everybody knows this fact. However, when we start getting into the nitty-gritty of retaining best customers, it starts getting complicated. Customer retention is often driven by overall customer experience, which itself is shaped by several distinct experiences a customer has throughout the customer journey. Most importantly, these customer experiences are not about rational experiences a customer has. How the customer feels after an interaction or a call to the call center probably defines the customer’s experience a lot more than what standard KPIs are being reported. Read More...

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Put aside the BS and start getting really organized at work. Here's how.

Ted Bauer·10 July 2016·People & Change

...I've probably worked with 1,500 different people in various jobs I've had. I could count maybe 4 that ever spent a second thinking about how to get organized at work. The common way most people approach the concept of 'how to get organized at work' is to hit the office around 9am -- OK, 9:17am -- after checking/responding to a few e-mails from home before that. Typically the first few elements of a workday for a person tend to be: Read More...

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What is Design Thinking?

Mark Hewitt·5 July 2016·Customer Engagement

...Design thinking is no longer simply a product development approach.  Read More...

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Innovation, start small but deliver with impact!

Micha Veen·28 June 2016·Uncategorized

...For many corporates, it’s still difficult to transition from process and/ or system optimisation, benchmarking, automation and other continuous improvements towards innovation. In some of my previous articles, I have focussed on hot to set-up effective innovation teams, how to break the operational silos and how you should be measuring the operational innovation results instead of the process. One thing that all these articles have in common is to provide you direct insight in how you’re able to deliver an impact through innovation… Read More...

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8 Step guide to effective business change management in a complex environment

Alison Clare·27 June 2016·People & Change

...Regardless of size, every system implementation project will require some Business Change to ensure success. Making change is not always a well understood subject. In this blog we hope to give readers a better understanding by providing an eight step guide on this occasion focusing on the NHS but the principles can be applied to any IT driven change project. Read More...

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Big Data, Business Intelligence and the Customer Journey

Peter Goral·26 June 2016·Enabling Technologies

...In the most basic sense, using Big Data provides context and correlations. By adding a layer of Business Intelligence, companies can blend multiple data sources (which were previously unconnected) and present it visually in easily digestible reports and dashboards in order to gain deeper insights into customer actions and likely desires. And they can develop new correlations between actions such as purchases, service inquiries, and likely future behaviors. Read More...

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How a Digital Transformation Can Improve Customer Experience with Big Data

Ronald van Loon·13 June 2016·Customer Engagement

...Do you know what your customers want when they visit your website? And do you know what makes them bounce away to visit another site instead of choosing products or services and continuing to checkout on your site? Read More...

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