[READ TIME: 3 mins] Rethinking ROI Everyone has heard of ROI – Return on Investment. Every business case has some calculation that shows that the project will have a positive ROI. Once the project has been signed off and the software purchased, then the ROI is often forgotten. No one is there monitoring the return […]
The business-IT divide: don’t fix it
[READ TIME: 3 mins] Business-IT gap getting bigger We have talked about bridging the business-IT gap for years. When IT was all-powerful it was important for the business to maintain a decent relationship. But now the power has reversed, paradoxically at a time when ITs importance has never been higher and their credibility is at […]
Your change strategy: 4 options
Change is frightening, but a critically important competency For many, change is frightening, threatening and therefore it is resisted at all costs. It is that old pain versus pleasure thing. People act to eliminate pain and bring pleasure. Therefore, to drive effective change, you need to make the new world look more pleasurable than the […]
CX is still the Wild West : interview
[READ TIME: 5 mins] More and more companies are recognizing the value of creating a unique and exceptional customer experience. New roles like the “Chief Customer Officer” and “Chief Digital Officer,” are emerging as companies invest in aligning processes, technology and communications to better serve the customer. But it is all the hoopla about customer […]
BPM should focus on the money
[READ TIME: 2 minutes] BPM focus BPM is normally associated with streamlining back office functions and cost reduction. But this is the wrong focus. BPM activities should be focused on driving business growth if it wants to be seen as a valuable part of business strategy. Business growth is about gaining new customers and keeping […]
Citizen Developers vs IT Dept
[READ TIME: 3 mins] True story: our IT department sucks I recently got a speeding ticket in California doing 80 mph. I was told I could do “traffic school” which is an online test and avoid a fine. The officer said I would get a letter in the post. That was 13 December and still […]
Abercrombie & Fitch: too much detail
In a great article in Bloomberg Business Week they catalogue the demise of Abercrombie and Fitch, in the cover feature called The Aging of Abercrombie and Fitch. Whilst the article shows the challenges that every company has of “staying relevant” in a rapidly changing world there was a very interesting insight into the unnecessary level […]
Conference calls in real life: timesuck
We all know the value of remote working. Many of the benefits you know, plus some that you may not have considered are in a blog called “Daddy are you still at work?”. But a necessary evil of remote working is the conference call. And with it there are 3 major issues 1. Protocol: Surely […]
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