Focus the Way Forward

Expert opinion, insightful analysis and practical guidance to help navigate complex problems on the digital journey

Why soft skills are not easy

The word “hard” can be the opposite of “soft” or the opposite of “easy.” It makes sense then that in many people’s minds “soft skills” are seen as “easy skills.” However, basic logic and high school math tells us that this assumption is flawed — and Australian companies are about to get a huge reality […]

How do you drive business agility with digital process transformation?

F1-cars-racing

Digital transformation requires fundamental business process changes.  To transform to a “digital enterprise” and successfully compete with “digital natives” companies need a holistic approach and end-to-end business transformation, colleagues told participants in a recent DXC TechTalk. In his book The Digital Helix, Michael Gale describes how Samuel Cunard identified that the invention of the steam […]

The evolution of AI: Will it automate everything we do?

robot toy stands on the oppresed

Society has been through several changes from the industrial through to the information revolution. And with each comes the inevitable question, “Are we putting ourselves out of a job?” With artificial intelligence (AI) technologies taking step-change leaps in capabilities and accuracy, there is a lot of talk about whether AI is the next “job killer.” […]

Could digital insurance as a service turn the industry upside-down?

upside-down-plane

Digital disruption has been rife in many industries – often catching established players unaware. Only with the benefit of hindsight are we able to pinpoint the turning point and appreciate how the new players changed the game. In the last few years, we have all come to know the stories of the “Ubers,” the “Amazons” […]

The evolution of AI: Are chatbots driving a new customer experience?

two vintage robots with old phone on wooden floor

We’ve all had our frustrations dealing with a telco, bank, utility, insurance company or other large organisation when trying to get information, complete a transaction, or request service. Typically, we start our search on an organisation’s website, but we might end up dealing with a long winded IVR system with long wait times, or eventually […]

The evolution of AI: Why it’s finally time for business to get excited

Group of vintage robots

AI as a practical concept Colloquially, the term “artificial intelligence” is applied when a machine mimics “cognitive” functions that humans associate with other human minds, such as “learning” and “problem solving”. — Wikipedia Perhaps useful for academic purposes, this Wikipedia definition of artificial intelligence (AI) doesn’t really reflect how AI will influence us over the […]

Is your digital strategy any good?

chess-on-tablet

Virtually every organization has a digital strategy today, but how do you know whether it’s any good? For example, in a recent survey of European executives, DXC found that only 34% felt their digital strategy was having a positive effect on revenues or profits. So, what is going on? In a recent article, the LEF’s […]

5 principles for riding the digital disruption wave

dolphins diving into waves

Disruptive digital technologies like robotic process automation and artificial intelligence are rapidly growing in maturity. So the pace of digitisation is set to continue accelerating in almost every sector. According to market intelligence provider IDC, 50% of global GDP will be digitised as early as 2021. To thrive in these market conditions, businesses need to […]

How IoT powers next-generation Enterprise Asset Management (EAM)

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Enterprise asset management (EAM) has a significant impact on an organization’s ability to overcome challenges and compete in the global market. EAM can result in significant cost savings and growth thanks to its ability to positively affect planning and budgeting, strategic alignment, maintenance, repair, and operations (MRO), risk management, compliance, and organizational harmonization. At the […]

Is employee experience as important as customer experience?

Superheroes Friends Fist Bump Happiness Concept

When we think about an organisation becoming customer-centric, we typically think about how to satisfy our customers through a better understanding of their needs and pain points. However, I believe that most organisations critically “undercook” the design of the employee experience that supports the customer. Sure, we design systems and processes that simplify things for […]