It's about time I revisited my cynicism about "customer experience." Here's a review of recent learnings, including a podcast chat with Brian Solis, the author of a new book on experience design.
With quarterly upgrade cycles, a comprehensive portfolio and a rapid engagement model, Oracle Cloud says it sees a rising tide of enterprise cloud adoption
Defining a corporate narrative might sound straightforward. In practice, it's no small feat. Barb Mosher Zinck shares a recent interview with Deb Lavoy that explores the core truths of a narrative hierarchy.
2016 is shaping up to be an odd year. Conflicting forces suggest that a reality check is a-coming that could derail digital transformation. What's going on?
Creating passionate customers who advocate for your brand isn't easy - what's in it for them? Recently, BMC's Kim Ellis told me how her team moved BMC from a one-way reference program to a genuine community. And she's got results to show for it.
Does your company need a customer experience management reset? New research identifies the obstacles customer experience teams need to overcome - and how these initiatives should be evaluated.
Three core ingredients show up over and over in digital transformation projects - the 3 C's of frictionless processes: convergence, collaboration, context
The proper goal of digital transformation is not to swap out technologies or adopt new models of engagement, it is reinvention of the enterprise itself
Jon Reed picks the hits, whiffs, and occasional moments of lucidity from his 2015 pieces.
Den's top 10 diginomica picks from 2015 highlight a changing of the guard going into 2016
Digitization presents a $2.2tn opportunity over the next decade, says McKinsey. But the flipside of process deflation hangs over those who fail to adapt
The 2-phase, 2-speed IT approach to enterprise digital transformation - what Gartner calls bimodal IT - leads to conflict and failure. You have been warned