3 years, 11 months ago

Navigating the Path to Value

The business environment is changing at a much greater pace, from new payment mechanisms through to the Internet of things. Technology and customers are changing the very fabric of business, which is not only impacting new propositions, but also the way changes are prioritised. To win in the new economy leaders must look beyond cost, Read More

4 years, 8 days ago

Customer Experience Architecture

Service providers are continually reshaping their offering in response to changing customer needs and demands. As customer expectations change, businesses need to rethink the experiences they deliver. Meeting new demands does not only require delivery of the right propositions – it also requires developing broader capabilities around the needs of people, across the entire eco Read More

5 years, 3 months ago

Designing for Emergence

The world around us is becoming more complex, it is almost accelerating away from us. Being able to plan in this ever evolving world is becoming even more difficult as time passes.  New technology, and approaches almost appear daily, which makes planning for these events, almost impossible. Linear approaches to design are no longer the Read More

6 years, 10 months ago

Survey: What Global CEOs Want from Technology

We recently peered into the minds of CEOs with operations in Asia Pacific to explore their priorities and pain points as part of this year’s Asia-Pacific Economic Cooperation (APEC) Summit. The over 370 business leaders who responded to PwC’s 2012 APEC CEO Survey are hungry to harness the growth potential of the region. We asked them where technology and innovation are most needed in their organizations to solve problems and seize opportunities. Following are the […]

7 years, 5 months ago

Web Manager University #Fedtweets Ditches Slide Deck, Gets Real with Engagement

You can’t learn all there is to know about social media through slides, however for many the reliability of presenting off a loaded deck is too comfortable. Most can’t step away and leave it behind. I recently had the opportunity to join a group of Federal social media experts who dared to take hundreds of participants through the wilds of the the most popular social media tools in action. And […]

8 years, 5 months ago

2011 CIO Agenda – A. M. Best’s BestDay Podcast

Print PDF 2011 CIO Agenda Podcast Transcript Listen to the podcast or read the summary below. The interview was conducted by Best Review Editor Lynna Goch. LYNNA: Chris is here today to talk about the results of a survey conducted with 724 senior business and IT executives from large companies that he wrote about in his article Cloudy Future (requires free subscription) that appears in January’s issue of Best’s Review. So Chris, in your article […]

If you liked this, you might also like:

  1. 5 Innovations for 2011
  2. Who Owns the Online Customer Channel?
  3. How to Fix IT Planning
8 years, 6 months ago

Who Owns the Online Customer Channel?

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 […]

If you liked this, you might also like:

  1. Customer Channel Dis-Integration
  2. The Customer Information Officer
  3. Professional Identity Online – Are You a Dog?