What five things should a leader be doing?

Ted Bauer·17 January 2018·People & Change

...Ask most managers about their daily leadership activities, and I bet they'd snarl back at you: "I make money." That's certainly one aspect of leadership, although we know from research that about 21.4 million middle managers add absolutely no value back to their firm. So, there's that! Read More...

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A leopard, a lizard, and a peacock… Tales of tail spend management.

Bertrand Maltaverne·17 January 2018·Delivery

...Anyone with a little bit of experience in business has heard of the Pareto (or 80/20) “rule.” And this principle drives how organizations are targeting their efforts towards areas that would maximize results. With limited (finite) resources, it is logical to focus them on activities that have the highest impact/value. Read More...

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How To Market Managed Services Today – Part 1

Randy Shattuck·16 January 2018·Customer Engagement

...Managed services can be game-changing for professional service firms. Whereas most professional service engagements are one-off projects, managed services are typically based on long-term contracts with repeatable monthly or quarterly invoices. Managed services deliver a lot of benefits. They break the feast or famine cycle. They’re usually pretty scalable. They allow… Read More...

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Retailing 2020 – Your Life Transforms Into a Digital Shopping Platform

Tony D'Onofrio·16 January 2018·Customer Engagement

...At its roots, retail has always been a human covenant between a shopkeeper and a consumer. For much of the industry's history, the transactional interactions were highly personal. The shopkeeper welcomed the customer by their name and adapted the goods sold based on their preferences. Read More...

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Success is a good, honest brand.

Phil Darby·10 January 2018·Customer Engagement

...It would be nice to think that business leaders had come to terms with the need for transparency. Even if honesty wasn’t their primary instinct, they must surely have recognised, because the Internet has rendered the densest of brand fogs transparent, it has to be the best policy. Sadly though, not everyone gets it. Read More...

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2018 – It Starts with the Voice of the Customer

Tony D'Onofrio·4 January 2018·Customer Engagement

...A key highlight of 2017 was a retail customer panel that I had the pleasure of moderating. Four executives (two recently retired and two still active) representing over $70 billion in revenue shared their insights on industry megatrends, driving disruptive change, choosing a technology partner, and the future of retail.   Read More...

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Hiring a Change Success Manager Will Transform Your Business

Braden Kelley·3 January 2018·People & Change

...I was speaking with a headhunter recently about some of the roles she was recruiting for and there was one that captured my attention. It was a posting she had for a customer success manager at one of your favorite three letter software companies. Read More...

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Processing the Future

Francesco Scarnera·3 January 2018·Enabling Technologies

...I often laugh when I hear my colleague Masha Cilliers using the new buzzword RegTech. To many, RegTech can be an odd choice of phrase – after all, technology and regulation are all too often at loggerheads. For example, we’ve all seen the regulatory landscape unfold exceptionally rapidly with the approaching dawn of driverless cars. Read More...

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How Mid-Size Service Firms Can Take Advantage Of Digital Disruption

Randy Shattuck·3 January 2018·Strategy & Innovation

...There are thousands of successful mid-size service firms today with 15-150 staff, several million dollars in revenue and more than five years in business. Many service firms are in industries experiencing disruptive change. Read More...

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Tech trends you need to know for 2018

Richard Chiumento·21 December 2017·Enabling Technologies

...Time was when most business leaders wouldn’t take much notice of the obligatory end-of-year technology predictions unless, of course, they worked at a tech company. This week the IEEE Computer Society (IEEE-CS) has revealed what it reckons are the top 10 technology trends that hold “extensive disruptive potential” predicted to reach adoption in 2018. Read More...

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The Why of Transform and How to get ahead of your competition.

Phil Darby·13 December 2017·The Case For Digital Transformation

...There’s a lot of talk about “transformation” these days. More than sixty percent of businesses claimed in a recent survey to be aware of the need to transform. However, the same survey revealed only twenty-odd percent actually planned to do anything about it. A case of burying your head in the sand? Read More...

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