Business Transformation Requires Transformational Leaders

As IT dependency continues to increase within all industries, IT governance disclosure might well become a critical piece of the non-financial information on most annual reports. As such, boards will increasingly be incentivized to disclose on the matter, increasing their own expectations of executive management. This Executive Update offers some examples from the field for boards and executive management to use to set up and ensure an adequate disclosure strategy.

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

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.

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.

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

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

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.

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.