Aggregated enterprise architecture wisdom
In the final installment of this blog series, I want to address the domain of risk, security and compliance, an area of increasing importance for architects, process designers and others. As an example, in some previous blogs, I have alread…
If you want to make the case for CX, check out the new data we just published in the report “Drive Business Growth With Great Customer Experience, 2017” (paywall). In our analysis, we modeled the effect of changes in CX on loyalty and business growth for 17 industries. We included four new industries per popular demand: Health […]
What’s the future of CX? How will Artificial Intelligence (AI) help break through the customer experience ceiling? How must CX professionals like you evolve their skills? We found a surprising – and not so surprising – answer when the Boston CXPA team celebrated CX Day. Forrester hosted the celebration with CX and UX practitioners in […]
This past Tuesday evening (October 17), TechTarget and Discover.org invited me to share some wisdom about success strategies for account-based marketing (ABM) with a couple dozen customers, prospects, and friends. If you missed it, here’s a quick synopsis: It’s 2017. ABM was new in 2004, but not any longer. What’s different today? It’s much easier to access and use […]
Seems like it’s good news when only 5% of CX pros say lack of support by the CEO is among their top 3 challenges. A successful CX transformation needs a CEO who leads by example and rallies the organization around CX. When committed CEOs leave, CX efforts die. But is this really good news? No. […]
Is the US suffering a tech talent gap? That impression has been showing up in the press a lot, and seems to fit with a perception of a dysfunctional US education system. But while it may be challenging to recruit workers with certain tech skills, in a new Forrester report, “Debunking The US Tech Talent […]
Organization are slow to change but technology changes quickly. If you leave the organization as is many won’t catch up with the change, and the technology maturity gap will widen between them over time. I saw this described in breakout panel at Strata Data in New York a few weeks ago. Unfortunately, the speaker left […]
More than 5 years ago Forrester introduced the Age of Customer as a new 15 to 20 years era which saw the increasing customer empowerment in front of brands and companies. For companies, the first step in this era turned into improving the customer experience and the customer journey through an omnichannel strategy, identifying the […]
Earlier in the year, we declared 2017 to be the year of DevOps and I am pleased to say, “we were right!!” With our data confirming that 50% of organizations are implementing DevOps, DevOps has reached “Escape Velocity”[1]. The questions and discussions with clients have shifted from “What is DevOps?” to “How do I implement […]
I’d taken one of my usual Sunday walking routes and zigzagged my way through the woods, which I had almost to myself. Well me and the many other lives for whom those woods are home. The sun shone, the air was soft and warm for October, the leaves varying colours from green to deep red, […]
Think about the challenge interpreters at the United Nations undertake. First, they need to understand the concepts being communicated. Next, they translate the concepts for people who speak different languages — without coloring the information with their own perspectives. These interpreters use an “internal resource” that maps terms and concepts. In the business technology world, Read more
Global air travel is growing at exponential rates. According to the International Air Transport Association (IATA), air travel is expected to double by 2035, growing from 3.8 billion travels in 2016 to 7.2 billion.
Schiphol Airport in Amsterdam is already feeling the effects of this growth. According to Aaldert Hofman, Lead Enterprise Architect for the Schiphol Group, the airport has been working to accommodate this trend through digital transformation, using a strategy of “bytes not bricks” to better manage crowds, accommodate airline schedules and provide a better passenger experience.