Transparency and algorithmic sharing in the digital workplace

Lee Bryant·2 April 2018·Customer Engagement

...In the wake of last week’s Facebook / CA furore, people are starting to question the role that algorithms play in shaping our thinking and behaviour on social channels. Facebook’s switch from a purely chronological newsfeed to one that decides what you might ‘like’ to see frustrates some… Read More...

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7 B2B E-Commerce Trends To Pay Attention To

Nathan Sykes·2 April 2018·Customer Engagement

...The B2B e-commerce industry continues to grow as more and more businesses purchase online. In fact, it’s predicted that by 2020, the B2B e-commerce industry will hit $12 trillion. Since the e-commerce industry continues to grow, it is crucial your business continues to optimize your website to ensure it… Read More...

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Why High Performers struggle with Feedback

Roderic Yapp·2 April 2018·People & Change

...Challenge reminds us that there are many ways in which we can view the world. It reminds us that there are other perspectives out there rather than just our own. If we use challenges from other people, we can increase the likelihood of our plans being successful. This is why… Read More...

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On the Road to the Fully Autonomous Retail Store

Tony D'Onofrio·2 April 2018·Enabling Technologies

...The announcement of Amazon Go in December 2016 sparked the Western imagination on the potential of frictionless cashierless shopping. Roughly 18 months later, we are still on the road to the fully autonomous retail store. Customer First Cashierless Shopping and Self-Checkout Theft This post summarizes the opportunities and challenges of this… Read More...

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What is Deep Learning?

Kevin Gray·2 April 2018·Enabling Technologies

...There has been excessive hype and a mountain of misinformation about Deep Learning (DL), which could lead some to believe it’s just more nonsense to ignore. It isn’t and it shouldn’t be. I’m not a computer scientist, let alone an AI researcher, but these five books have helped me get… Read More...

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GDPR Drives Real Time Analytics

Ronald van Loon·2 April 2018·Cyber Security

...New reforms under the General Data Protection Regulation (GDPR) started as an attempt to standardize data protection regulations in 2012. The European Union intends to make Europe “fit for the digital age.” It took four years to finalize the agreements and reach a roadmap on how the laws will be… Read More...

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Exploring enterprise lifecycles

Peter Murchland·2 April 2018·Strategy & Innovation

...Wherever an enterprise engages in architectural activities, there are three key lifecycles which come into play: enterprise operations, managing the entire lifecycle from prospective customer to satisfied customer; enterprise development, managing strategy, innovation and change, delivering and embedding new or improved capabilities within enterprise operations; enterprise architecture, managing the structures and principles through… Read More...

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The race to superior customer service

Richard Chiumento·2 April 2018·Customer Engagement

...Just when we thought artificial intelligence (AI) and similar technologies were starting to bed in and gain acceptance by both employees and customers, we’re reminded of the importance of the human touch in a new international study. According to professional services company PwC, two-thirds of consumers surveyed feel companies… Read More...

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Capability cultivation

Peter Murchland·28 March 2018·Strategy & Innovation

...Are you cultivating the capability your enterprise needs for the future? How do you know what capabilities you will need? How do you choose which capabilities to develop or strengthen sooner rather than later? Last year, my son drew my attention to “Time for a new consensus”, subtitled “Fostering Australia’s… Read More...

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Managing Customer Experience vs. Expectation in the Digital Age

Nathan Sykes·27 March 2018·Customer Engagement

...Before the internet and social media became such significant parts of customer experiences, people who wanted to give criticism or praise for a product or service usually contacted companies directly. Some never bothered, unless they were either extremely impressed or extremely upset. Today, however, the digital age allows people to… Read More...

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Will GDPR Give Rise to A New Kind Of Customer Intimacy?

Deepthi Rajan·27 March 2018·Cyber Security

...In August 2017, and with GDPR on the horizon, India’s highest judicial office, The Supreme Court, upheld the right to privacy as a fundamental right of the country’s citizens. In an era, where data is easily disseminated through a wide array of physical and digital channels, we often end up… Read More...

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Servitisation and the 4th Industrial Revolution

Terry Walton·27 March 2018·The Case For Digital Transformation

...The 4th Industrial Revolution (4IR) is real, it’s here and deserves your attention now if you truly want to benefit from what it can deliver. This may seem a strong statement, but there is an increasing global recognition of the concepts and opportunities albeit under different names depending on where in… Read More...

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