Customer

7 years, 6 months ago

The Customer Card

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It’s never been as important to reach outside of the business as it is in the digital world of today. From an architects perspective it is vital to be able to connect the dots between what is servicing and who is being served. This little card is designed to help you go fast by staying small and […]

7 years, 10 months ago

Navigating the Path to Value

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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

7 years, 10 months ago

Customer Experience Architecture

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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

8 years, 1 month ago

Microservices and the role of the digital business architect

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Over the last 2-3 years organisations have gone through significant change. Existing capabilities have been transformed, and vast amount of new capabilities have been invested in to ensure organisations remain sticky in the customer’s digital life. Everything from collaboration, to new ways of working has enabled organisations to build deeper meaningful connections with their customers.  Read More

8 years, 3 months ago

Designing and Managing a Multichannel Architecture

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2014 was the year when digital became a significant priority for organisations, for the first time customers were becoming more advanced in the use of technologies and with this came a greater level of expectation. Customers (Including me) expected things in digital to be quicker, and just work. However most were left disappointed (including me) when Read More

8 years, 4 months ago

Public Sector Digital Strategy Meets Public Safety – in Northern Virginia, Fairfax County

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The Northern Virginia Technology Council’s (NVTC) Digital Strategy Committee (#nvtcdigstrat) recent event regarding Digital Strategy and Public Safety, featuring Richard R. Bowers – Chief, Fairfax Fire Department – revealed several very interesting and useful challenges for the NOVA business community.

Not least of which was the current challenges around focused, resourced digital strategy planning across the County constituent agencies, and among local jurisdictions.

Many targeted capabilities and improvements in “front-end” digital tools, outreach and engagement, plus initiatives on the “back-end” to handle system-specific data and information management are certainly underway, but information-sharing among the public safety stakeholders – businesses, government and the public – remains a strategic planning, governance and education hurdle to address. In other words, a B2G2C digital strategy challenge.

8 years, 5 months ago

Understanding and owning the customer ecosystem

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The world of digital is changing the face of the business landscape. Established household names are now going toe to toe with new kids on the block, and in some cases their customers are becoming the competition. The product is no longer the differentiator, it is about owning the eco system, and it is the Read More

8 years, 9 months ago

ISACA Revamps COBIT 5 Core Principles

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A month ago, I saw the announcement from ISACA about their work revamping the COBIT 5 Core Principles.  These 5 principles provide a good foundation for structuring an IT strategic plan.  It is good to see that the principles start with stakeholder needs.  This aligns well with our shift from focusing on technology to delivering services. […]

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8 years, 9 months ago

Organisations pursue the complete solution

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Technology is playing a much bigger role in customer’s lives, and is changing the way senior management view the IT department. Historically the CIO’s role was to keep the lights running, now however, IT is considered to not only be the key to unlocking new revenue, but also a way of keeping up with the Read More

9 years, 16 days ago

We don’t need another Hero

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Developing strategies and approaches to change this culture is key to moving our organizations to a Service Management model. It all starts with taking the time to plan, analyze and implement processes. Not easy but the end results are far more effective than ad hoc solutions created in a time of crisis. We don’t need another Hero!

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