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  1. Home
  2. Journals
  • Technology and the Customer Experience

    February 2011

    Just the Facts, Ma'am

    Great 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.

    In this issue:
    • Technology and the Customer Experience
    • You've Come a Long Way, Baby -- But Hold the Applause
    • Contextability: The New Usability
    • Enriched Customer Engagement at the Table
    • Achieving Customer Centricity: Technologies and Practices
    • The Politics of Customer Experience
  • The Role of IT in Crisis Management

    January 2011

    It's About Preparation

    Crises 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.

    In this issue:
    • The Role of IT in Crisis Management
    • Reacting to a Crisis: The Role of Planning and Technology in Crisis Communication
    • The Multifaceted Role of IT in Crisis Response: Lessons from the Asian Tsunami Disaster
    • Managing Information Flow Challenges in the Supply Chain
    • Emergency Management Task Complexity and Knowledge-Sharing Strategies
    • Toward a Framework for Crisis Decision Support Systems: Information Requirements for Contextual Team Situation Awareness
  • IT Trends for 2011: Moving Forward After a Tough Year

    January 2011

    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.

    In this issue:
    • IT Trends for 2011: Moving Forward After a Tough Year
    • IT Trends: The Time to Innovate Is Now
    • IT Is Positioned for New Growth: Expect More Turbulence Before We Have Smooth Sailing
    • Year 2011: Time for a Comeback
    • IT Trends 2011 Survey Data
  • Legacy Modernization

    December 2010

    Go with What You Know

    If 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.

    In this issue:
    • Legacy Modernization
    • Correct and Comprehensive: Testing Software Rewrites and Redesign/Rewrites
    • Portfolio Management for Legacy Systems
    • Breaking the Cycle of Failure: Best Practices to Drive Successful Legacy System Replacement
    • Agile Legacy Reengineering: A Repeatable Technique for Managing Modernization Risks
    • Contending with Creaky Platforms CIO
    • Rewriting and Rearchitecting as Alternatives to Code Translation
    • Ontology-Driven Legacy Modernization
  • E-Government: Embracing the Challenges and Opportunities

    November 2010

    Evolutionary E-Government

    In 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.

    In this issue:
    • E-Government: Embracing the Challenges and Opportunities
    • E-Government: Same Technology, Different Rules, Higher Stakes
    • Just Enough: Considering Agile Principles for Municipal IT Operations
    • Revolutionizing Public Procurement Through Reverse Auctions
    • E-Government Development and Public Sector Transparency Trends in Emerging and Developing Countries
    • Agile Response: The Main Challenge of a City Government Agency's CIO

Pagination

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