#eavoices

Writing Code In Fly-over Country

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As our clients know, I’ve been writing a lot about strategies for recruiting and retaining developers, and building shop cultures where they can thrive. In the U.S. we’re currently in a sellers market when it comes to development talent. According to the BLS, firms will need to find almost half a million developers between 2014 […]

For Digital, discover, streamline and render agile the enterprise before addressing cultural issues (i)

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continuing from
Culture, a barrier to Digital
 
McKinsey concludes: “Leaders hoping to strike the right balance have two critical priorities… One is to embed a mind-set of risk taking and innovation through all ranks of the enterprise. The …

Microservices or Monoliths – Fences and Neighbors

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  At the end of my last post, “What Makes a Monolith Monolithic?”, I stated that I didn’t consider the term “monolithic” to be inherently derogatory. It is, rather, a descriptive term relating to the style of organizing an application’s architecture. Depending on the context the system operates within, a monolithic architectural style could lie […]

Enterprise Service Management Drives Engagement

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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 […]

Get up and dance!

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Maria Popova’s Brainpickings is one of the great joys of the Internet, so it seems churlish to quibble with something that appears there. But I’m going to, because I think the subject matters and never more than now. One of the pieces from this week highlights Josef Pieper’s paean to the music of Bach. Now I […]

Cyber Disruption, State Government and the Constitution: A Conversation with Eric Sweden

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In the digital age, whether an organization will experience a cyber disruption is not a question of “if” but “when?” Although disruptive events may be inevitable, they can be prepared for with some strategizing and planning.

Case Study: How To Improve Your Chatbot’s Chance Of Success

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Marketing teams are increasingly interested in leveraging branded chatbots, but most struggle to deliver business value. My recently published report, Case Study: Take A Focused And Disciplined Approach To Drive Chatbot Success, shows how OCBC Bank in Singapore is bucking the trend: The bank recently created Emma, a chatbot focused on home loan leads, which […]

Applying Artificial Intelligence And Robotics To The Customer Journey

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Infrastructure and operations (I&O) leaders have traditionally targeted and implemented automation technologies to cut costs. But the new automation opportunity in the age of the customer is engagement: deploying technologies that will help customers receive better service automatically or better serve themselves. Working with marketing and business leaders, technologists are playing a critical and growing […]

Want Recurring Customer Relationships? Choose The Right Billing Platform

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Recurring customer relationships are key to surviving and thriving in the age of the customer. And Billing technology is key to building recurring customer relationships. How so? As we heard from one client, “My billing experience is my top touchpoint. It’s where I make or break my business goals so it’s where I need to […]