Focus the Way Forward

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

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 […]

Change Management: Time to step it up

Small boy at bottom of stairs

Has change management become a passé profession? In most large corporate organisations it is commonplace, but elsewhere it is still a misunderstood vocation that is yet to find a home. Some believe it is an HR function. Many others think it is something that a project manager or other manager should do anyway. Others don’t […]

A mentally healthy workplace: The new leadership challenge

Young plant in the morning light on nature background

IT industry leader Nick Mescher looks at changing attitudes to stress and mental health in the working environment – and provides some strategies. Some time ago, I was the executive sponsor of a cohort attending a leadership program within our organisation. The program was designed to provide skills and frameworks for our emerging talent to […]

Design for the user experience to maximize new technology ROI

Businesses today have become all too familiar with terms such as digital transformation, innovation, and disruption. As information becomes more readily available to consumers across an ever-expanding number of channels, many businesses recognize that they must adapt in order to stay competitive. These companies are now working to become more agile and make digital a […]

Are your digital services leaving behind your oldest customers?

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The inexorable rush to digital services – by both government and commercial organisations – is often viewed as a revolution in customer experience. Traditional organisations are embracing ‘progress’ by leveraging their massive legacy databases to improve and personalise customer communications. Not to mention, they’re reducing traditional brick-and-mortar costs by closing branches and making email or […]