Customer experience (CX) is the testing ground for every other element of the enterprise. If the customer walks away, you don’t have a sale. If she buys but doesn’t return, you don’t have a revenue stream. If you can’t predict her future buying behavior, you can’t maintain an efficient supply… read more →
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Back in 2013, Marc Benioff took the stage at Dreamforce with a simple, but powerful, reminder: behind every device, every social media post, every app and every connection stands a customer. Marc encouraged us all to think differently about 1:1 interactions with customers, because now in the connected world, every… read more →
In just a few days, I’ll be among the tens of thousands of attendees at Oracle OpenWorld 2014, the annual celebration of all things Oracle. My colleagues and I will be co-presenting with Oracle and our mutual clients about how we’re helping companies achieve their goals in industries ranging travel… read more →
They’re here…. Machines are talking, salesforce.com is listening, and the Internet of Things will transform service management. The best way to understand the impact of the Internet of Things may be to ask your refrigerator or your car to explain it to you. OK, that’s not quite feasible—yet. But it’s… read more →
Think of the supply chain as the highway connecting any product-producing company with its suppliers, customers, partners, providers and ultimately, with success. And the engine that propels product, information, services and cash down that highway? That’s Sales & Operations Planning (S&OP), the matching of demand and supply. The “traditional” S&OP… read more →
In several recent posts, I’ve talked about the research commissioned by TCS into the relationship between innovation and business transformation. As a result, I was very interested to read a recent Wall Street Journal article regarding separate research confirming our essential point: to successfully deploy new technology in the enterprise,… read more →
I’ve written in two previous entries (here and here) about a recent study, commissioned by TCS and conducted by Forrester Consulting, which examined the changing state of business transformation. I think the findings are valuable reading for anyone leading a line of business in an enterprise, because if your business… read more →
I’ve written before about how critical supply chain management (SCM) is to the retail industry; effective SCM allows retailers to keep shelves full, warehouses humming smoothly, and consumers happy with selection, price and availability of the items they want. All of these factors go into over-drive as we approach the vital… read more →
It’s an axiom of business that failure is an excellent teacher. As the industrialist Henry Ford once said, “The only real mistake is the one from which we learn nothing.” Upon reviewing the July 2014 study, Business Transformation in a Digital Age, commissioned by TCS and conducted by Forrester Consulting,… read more →
The next major battlefront in technology will take place in your living room… and your dining room, kitchen, bathroom, garage…. The major players in both hardware and software – Apple, Microsoft, Google, Samsung, Amazon – are all taking position in the field, getting ready to square off. All of these… read more →
