Just the Facts, Ma'amGreat customer experience demands an objective assessment of the client's behavior in the context of real-world interactions. All too often that work is subverted by subjectivity, personal agendas, and corporate politics. |
Just the Facts, Ma'amGreat customer experience demands an objective assessment of the client's behavior in the context of real-world interactions. All too often that work is subverted by subjectivity, personal agendas, and corporate politics. |
It's About PreparationCrises of different types share fundamental commonalities, such as the need to employ IT to coordinate responders and inform stakeholders. Organizations should have well-constructed and well-rehearsed crisis management plans. Such preparedness can help make any crisis response effort more effective. |
This issue of Cutter Benchmark Review is the sixth installment in our annual series forecasting technology trends. As faithful readers know, in this issue we examine the range of IT developments that have either surfaced or endured in the past year and look back across previous years to see how the technology landscape is evolving. We also reflect on the multitude of contributing factors that will influence your decision-making processes as you consider your options for change (or staying the course) in the near future. We believe the two sometimes-opposing viewpoints of our contributors will give you much to think about as you come to your own conclusions. We hope that you find this annual IT trends issue of CBR interesting and useful and that it gives you plenty of food for thought as you evaluate your technology use and priorities for this year.
Go with What You KnowIf you have excessive technical debt in legacy applications, you should refactor them, rewrite them, or replace them with a package. Alternative approaches don't solve either the technical or the business problem. |
Evolutionary E-GovernmentIn the coming decade, governments will continue to realize incremental, technology-enabled improvements through the application of proven or emerging IT process improvement principles. Government 2.0 will continue to hold sway. |