Aggregated enterprise architecture wisdom
Customers’ perception of a company depends on their experiences with the organization at every point of contact. Companies can try to change how customers view a brand in a number of ways, such as a new mobile app or an improved complaint-handling proc…
Why can’t CIOs and CMOs just get along? Based on my experience, there is one primary reason why their relationship is adversarial: the CIO and CMO can’t agree on who is responsible for what, so they are perpetually trampling on each other’s toes. Our 2014 Digital IQ study identified a strong CIO-CMO partnership as one of the five critical behaviors to maximizing the value from digital technology investments. The majority (70%) of top performers in our […]
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Guest post by Brian Saperstein One of the more fascinating organizational challenges I’ve worked on with clients lately relates to an organization’s online interactions with its customers. The online customer channel is seen by some as a marketing vehicle, some view it as a service channel while others view it as a strategic driver of new business. Since the online customer channel is so dependent on information technology, IT also enters the discussion as it […]
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