Charles Betz

17 days ago

Enterprise Service Management Drives Engagement

Enterprises deliver services poorly, especially to themselves. From onboarding employees to approving contracts, when you need someone else’s help, the results are often dismal. “Send an email to our shared Inbox so we can ignore it” is too often the default. This won’t work in the Age of the Customer. Your employees are full participants in […]

1 month, 6 days ago

Defining Operations

So, my formal area of coverage at Forrester is “digital operations.” But what does this mean? We think of “operations” in terms of NASA mission control: trained professionals intently scrutinizing monitors, looking for signals of interest. Or we think of the stereotypical shop floor assembly line. Business schools offer degrees in operations, and businesses hire Chief […]