Articles, opinions, trusted advice on business and IT transformation.

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Digital Transformation Framework

Surviving the Digital Revolution

Surviving the digital revolution and thriving in this digital age is not for the faint of heart.  Surviving the digital revolution and transformation is not just about shiny new technologies, which of course are important and a means to an end, but it is about strategic intent, operational execution, culture

Marketing Capabilities driving transformation

What are the features and marketing capabilities driving the transformation of marketing, advertising, and related functions? Marketing is one of the fields that has changed beyond recognition - from the ad men (unfortunately, mostly men in that era) of Madison Avenue to a quantitatively driven omnichannel discipline - thanks mostly

Digital Transformation FAQs

What is Digital Transformation? digital experts define Digital Transformation as a foundational shift in business models, a customer-centric culture, a mobile-first approach, technology enablement as a strategic lever, and data-driven decision making.  A real digital transformation permeates strategy, people, process, data, technology, and culture. Is Digital Transformation a Business

Digital Transformation Drivers

What are the digital transformation drivers that are external to the company and yet are making going digital a strategic imperative?   The digital transformation drivers span a variety of categories, and while their impact on each industry or company may vary, all these drivers in totality, are forcing companies

Digital Business Transformation Building Blocks

Why should you care about digital business transformation building blocks? Well, if you are an executive at any firm, the pressure to go digital is coming from all quarters. Digital, alas, is the new “Plastics.” So, today we have all been conditioned to think going digital is a strategic imperative

Digital Transformation of Products and Services

Why do you need to think about the digital transformation of products and services? Selling your existing products in the digital channels is one challenge, but in the dot com and the web2.0 era, most companies have achieved this e-commerce capability – to some extent or the other. When competing

Digital Customer Engagement

Digital customer engagement is the art, science, and technologies involved in optimizing the physical and virtual interactions and transactions with prospects, customers, and other valuable stakeholders. Innovative technologies like big data analytics, chatbots, guided self-service, augmented and virtual reality, and IVR (interactive voice response) are used to elevate and enhance

Customer Experience Strategy

Customer experience strategy (CX Strategy) involves defining the foundational building blocks of who the customer segments are, their preferences and proclivities, how they wish to engage and transact, and based on such data, formulating a game plan on how to engage with the customers (and prospects) across channels and shape

Transforming Customer Experience – 9 Steps to Success

Transforming customer experience is the nirvana and holy grail of digital transformation. While it is easy to want to optimize user experience, it not that simple or straightforward. Let’s first establish what is not transforming the customer experience: Nicely designed web pages are not customer experience. Don’t get us wrong!