This article was inspired by Mel Kerner, whose insightful comments on a recent LinkedIn post of mine started my wheels turning about the heart of service delivery. Measuring and demonstrating the business value of IT is one of the biggest
Read MoreIn November 2018, I examined a few ways customer expectations have changed due to technology and what organizations, especially IT, need to know to stay competitive. Today, we reflect on how those expectations have changed in a short amount of
Read MoreI know the technology wishlists of many CEOs. They want newer technology, faster technology and the shiniest, most fully-featured tools. While technology is not a bad thing to have on any wishlist, it shouldn’t be at the top of it
Read MoreIn today’s digital world, it’s imperative that organizations create and deliver world-class customer experiences. The Amazons and Zappos of the world have changed how customers want and expect to interact with organizations, especially online. Customers expect continual updates, easy to
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