Business Technology & Digital Transformation Strategies

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Technology Strategy & Implementation Insights

Boost business success via insights on emerging trends in digital transformation and IT strategy; practical frameworks you can apply; and guidance from the world’s experts in leadership, IaaS, investment prioritization, operational excellence, sustainable innovation, change management, enterprise agility, and applying emerging technologies.

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HR Cloud: The Paradigm Shift from Internal IT Dependence to IT Freedom

by Sean Mallon

In this Advisor, I offer one company’s experience of moving to a cloud HRIS system.


The Digital Enterprise: Business Ecosystems for Great CX

by Jaco Viljoen

Eradicating human interference from our enterprise processes gives us the opportunity to present streamlined digital processes that expedite valuable cust­omer activities related to our business that ultimately delight customers. That’s the goal of the digital enterprise.

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The Wallet Allocation Rule: CX as Value-Creation Strategy

by Luke Wiliams

A new breakthrough discovery — the Wallet Allocation Rule — is solving the CX metric and ROI problem and opening the door to strategic advances that elevate the role of CX for leading companies by changing the way we track metrics, understand key driver analyses, define marketplace differentiation, and develop strategies to win share of wallet.

frictionless commerce

Frictionless Commerce

by Karlene Cousins, by Pouyan Esmaeilzadeh, by George Marakas, by Richard Klein

Merchant mobile payment applications represent a first step toward frictionless commerce but achieving this initial milestone has been challenging in the US.


The Whole Customer Experience: Competing Beyond Products and Services

by Paul Clermont

This article provides specific ideas on how to improve CX, larded with examples, good and bad, from literature, case files, and first-hand experience.

Jeanne Bliss

Transforming the Customer Experience — Opening Statement

by Jeanne Bliss

As you read through the articles in this month’s issue, we invite you to consider the customer experience that your organization provides and what lessons our authors offer for improving CX and making it great.

Paul Harmon

Watching Things Go Digital

by Paul Harmon

I don’t know how to best identify the point in time when computers merged with communications and became customer utilities and entertainment devices, but clearly that transition was a major step toward creating the digital environment we all live in today.


Your Definition of Customer Experience Is Wrong. Here's Why.

by James Dodkins

We need to understand that a customer’s interactions with our company are just a small part of a bigger picture. The sum of the interactions a customer has with our company isn’t the customer experience, that is just part of the whole customer experience.