Business Transformation Requires Transformational Leaders
Leadership and teaming skills are front and center in times of rapid change. Meet today’s constant disruption head on with expert guidance in leadership, business strategy, transformation, and innovation. Whether the disruption du jour is a digitally-driven upending of traditional business models, the pandemic-driven end to business as usual, or the change-driven challenge of staffing that meets your transformation plans — you’ll be prepared with cutting edge techniques and expert knowledge that enable strategic leadership.
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Insight
Cutter Consortium is conducting a series of surveys on how organizations are adopting, or planning to adopt, artificial intelligence (AI) technologies. We also seek to identify important issues and other considerations they are encountering or foresee encountering in their efforts. Here in Part III, we look at survey findings concerning the benefits and goals organizations hope to achieve with their AI initiatives.
Executive Update
Toward Enterprise IT Governance Transparency
As IT dependency continues to increase within all industries, IT governance disclosure might well become a critical piece of the non-financial information on most annual reports. As such, boards will increasingly be incentivized to disclose on the matter, increasing their own expectations of executive management. This Executive Update offers some examples from the field for boards and executive management to use to set up and ensure an adequate disclosure strategy.
In this Advisor, I offer one company’s experience of moving to a cloud HRIS system.
Eradicating human interference from our enterprise processes gives us the opportunity to present streamlined digital processes that expedite valuable customer activities related to our business that ultimately delight customers. That’s the goal of the digital enterprise.
A new breakthrough discovery — the Wallet Allocation Rule — is solving the CX metric and ROI problem and opening the door to strategic advances that elevate the role of CX for leading companies by changing the way we track metrics, understand key driver analyses, define marketplace differentiation, and develop strategies to win share of wallet.
Article
Frictionless Commerce
Merchant mobile payment applications represent a first step toward frictionless commerce but achieving this initial milestone has been challenging in the US.
This article provides specific ideas on how to improve CX, larded with examples, good and bad, from literature, case files, and first-hand experience.
As you read through the articles in this month’s issue, we invite you to consider the customer experience that your organization provides and what lessons our authors offer for improving CX and making it great.