Pivoting your business is a necessary survival strategy during uncertain times. Whether you choose to introduce a new product or service, migrate staff to support the digital channels, or unbundle your service offerings to make them more appealing, there is a need to realign your operations. Shifts introduced as a… [More]
Businesses face a constant challenge in bridging the gaps between systems. When there is an overhaul of the customer-facing technology, it usually requires modifications to the existing approaches to facilitate the completion of a customer inquiry or a transaction. Any disconnects between the new technology and the legacy backend systems… [More]
Businesses deploy software to automate and improve efficiency. Unfortunately, the return of investment might fall short of expectations. Instead of facilitating effective work completion, the software is clunky to use. Users do what they need just to move the work along. They create workarounds to bridge gaps. Assuming that the… [More]
Modernization initiatives are supposed to be transformative. Expectations for return on investment are high. Despite the commitment for resources and executive support, these initiatives often deliver lack-lustre results. There are five reasons for the lack-lustre results. 1. Conservative approach Concerned about potential chaos created by sudden drastic changes, the business… [More]
Deficient technology has been blamed time and again that it is a main culprit for poor performance. Many companies rush to invest in popular solutions hoping for a silver bullet to their problem. A financial service company invested in a customer relationship management (CRM) application. Its goals included capturing all… [More]
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