I saw a great slide the other day that drove home to me the difference between traditional IT SLA’s and how they don’t translate into a customer experience measurement.
99% availability across six different measures might sound pretty good unless of course those ... Read More
There are a number of key attributes that make a great sales person.
They need very finely tuned communication and interpersonal skills, need to be persistent, resilient and able to get to their customers “why” more effectively than their competitors.
They also need to be relevant to multiple levels of an organisation, ... Read More
Successful companies understand that they are in the business of customer experiences. And a great customer experience is not simply about what is being delivered but how it is delivered.
And disruptors understand this better than most; by providing digital platforms that ... Read More
Data is the foundation of any digital business. Every touch point and every click provide insights.
And what Dynatrace does better than most, is capture those clicks and touch points in a way that can be represented back in the context of a ... Read More
If the DDoS the attack on the third-party provider of DNS services Dyn last week taught us anything, it was how fragile a company’s digital store front can be in this world in inter-connectedness.
It also taught us that these impacts can more ... Read More
Data is the foundation of any digital business. Every touch point and every click provide insights.
For some organisations, digital disruption is about technology and implementing new platforms. For others, it is about finding better ways to engage with and reach their customers.
And as new companies continue to disrupt the market, taking ... Read More
I have been a follower of the AFL for a few years now, and I thought I knew a lot about the game. What I didn’t realise is how much data, and the use of data analytics have become such ... Read More
During these times of massive business disruption, the drive towards digital transformation and organisations struggling to keep up with their changing customer demands, it’s important to be reminded of some of the basics around delivering effective Change.
One of those basics is Stakeholder Engagement, and we have put together this handy ... Read More
Three things are happening that should make anyone with a customer-facing digital platform (which is pretty much any business) sit up and take notice;
The attention span of humans is now ... Read More
I had an interesting experience today. I needed to pay some rent on behalf of a friend of mine at a real estate agent and found out they only take cash and have no EFT facility. An organisation ripe for digital transformation ... Read More