Digital & CX
Collection
Perspectives from our diverse team of makers, strategists, and technologists with insights to help you ignite innovation, create connected experiences, automate processes, and drive business growth in today’s fast-moving market.
Digital Transformation
Employ Business Agility to Increase Speed and Adaptability
The big picture: Over the last three game-changing years, organizations learned they had room to improve their agility and adaptability. Many found...
Experience as an Accelerator for Digital Transformation
At a Glance
Why it matters: In a time when sustainable competitive advantage is harder to maintain, customer experience expectations are on the rise....
Four Strategies to Digitize Sales in Manufacturing
Two key questions: The evolution of back-office operations has been extensive and well-established. However, the evolution of front-office functions...
Customer Experience
Don’t trawl for customers; consolidate your digital toolset and they will come to you
Brands used to be like large-scale fishermen, throwing out their big nets to seek third-party data and hoping it would bring in their customers. The...
CX and the human dynamic
Brands can make experiences more enjoyable by revisiting the human factor in their customer experience equation. By curating experiences that are...
Digitizing Experiences (Customer & Employee) Creates Value for Energy and Utilities Firms
Leaders of energy and utilities (E&U) businesses are becoming increasingly focused on the business impacts of rapidly evolving technology....
The Future of Retail: Technology, Immersive Customer Experience and Building Resilience Spotlighted at Major Industry Event
Retail and consumer packaged goods (CPG) companies have been under extraordinary pressure in recent years to rethink and rebuild nearly every aspect...
Intelligent Automation
Balancing Opportunity and Risk: Security for RPA Platforms
Robotic process automation (RPA) was first used to execute predetermined, rules-based taskstwenty or so years ago. Since then, RPA has...
Finance Transformation’s Front-End Alignment
The big picture: Finance transformation reimagines how skills, processes and technology can be leveraged to drive long-term value.
By the numbers:...
Reshaping Loan Servicing Compliance
Servicers in lending organizations are challenged with navigating economic headwinds that are pushing delinquency- and default-rate projections higher...
