Cloud ROI: Of the people, by the people, for the people
All else aside, maximizing ROI on your company's cloud investment really boils down to how well it works for your people.
View ArticleCustomer obsession: The right kind of mania for CIOs
Tomorrow's CIO must be consumed, even obsessed, with one objective: improving the customer experience
View ArticleSeize the customer 'moment'...or lose the customer
In a digital world, businesses can be created and destroyed in a day. To thrive, give your employees the ability to detect, analyze and shape customer sentiment in the moment.
View ArticleTo create personal customer connections, employees must be 'one with the...
Technology can make your customers love you or hate you. To ensure the former, consider a 2:1 investment of people vs. technology.
View ArticleHow to be a James Bond-style CIO
To succeed in 2013, create an infrastructure that perfectly serves your employees, so that they can perfectly serve your customers. To fully understand what they need, go "undercover," immersing...
View ArticleCaptain Chaos: Superhero CIO of 2013
In an era of hyper-informed, hyper-connected customers, being "customer obsessed" means accepting a higher level of chaos than most companies are accustomed to, or comfortable with. CIOs of successful...
View ArticleTreating customers like human beings is a high tech endeavor
In a new economy in which customer service, even more so than products, differentiates companies, IT must rapidly shift from treating people as transactions to treating them as...people.
View ArticleBuilding a psychic IT network
In this era of instant gratification you need infrastructure that bestows quasi-psychic powers on your workforce so that you know what your customers want before they know they want it.
View ArticleReinventing the CIO as Chief Interaction Officer
CIOs' ability to connect company and customer may make the position more strategic than ever today. Yet, the lingering title -- Chief Information Officer -- is hopelessly married to a 20th Century job...
View ArticleAs the Jedi views the Force, so should the CIO view CRM
In the near future your infrastructure won't have CRM...it will be CRM. As the customer continues to gain prominence in business decisions, CRM will evolve from a business platform into something...
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