Digital Transformation Goals for Customer Experience

I gave a talk at last week’s Customer Experience / Digital Leadership event in London, and had some very interesting conversations about the priorities for digital transformation in customer experience. It fascinates me that products are changing so much faster than...

Organisations in the Entrepreneurial Age

From the Etsy store owners, Upworkers, and Uber drivers of the gig economy to the thousands of start-ups taking their place on the starting blocks in the great race to start-up success every year, there’s no doubt that technology has enabled a new era beyond the...

Defining the Operating Model for the Digital Enterprise

Earlier this week at the IOM Summit in Cologne, I gave a talk entitled ‘Defining the Operating Model for the Digital Enterprise’ that outlined what I think are the two key foundations of a digitally transformed enterprise: An operating system that coordinates...