Gartner Blog Network

Posts from Date:   2012-2

Customer experience extends beyond quality of service and usability

by Mark P. McDonald  |  February 28, 2012

The customer experience is one of the areas where technology is becoming more important than IT.  TECHNOLOGY > IT. Traditionally the customer experience as been viewed as an issue of the quality of service customers receive and how an organization handles service failures and gaps.  That description, while true, reflects an operational view of customer […]

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Welcome to the 2012 CIO Leadership Forum in Dubai

by Mark P. McDonald  |  February 26, 2012

Today is the first day of the season of Gartner’s 2012 CIO Leadership Forum Series.  Over the next few weeks CIOs from around the world will meet to share their views, work with peers and explore the future of business and technology.  The theme of this year’s events is Amplifying the Enterprise – which is […]

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Social Organizations transform culture from a constraint to a capability

by Mark P. McDonald  |  February 23, 2012

Culture can be your organization’s greatest strength.  Too often it is the most powerful source of rigidity as cultural change takes time, disrupts operations and can be difficult.  This leads many to see culture as a constraint on strategy and a barrier to transformation.  Literally hundreds of books have been written about culture and the […]

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Can we do lunch? The importance of casual meetings

by Mark P. McDonald  |  February 20, 2012

Building executive and business presence in your company is a concern of CIOs and IT professionals because it is important and hard to do.  This post is one in an occasional series about relationship building at the executive level.  The question for today is – If I want to build a relationship with top management […]

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Security is personal and professional more than technical

by Mark P. McDonald  |  February 17, 2012

I don’t blog a lot about security.  I leave that to the security experts like John Pescatore and others.  But recently in the last three weeks security has become a question raised by CIOs and business leaders. Security is a big issue related to technology given recent security lapses at high profile companies and ongoing […]

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What Matters Now: a though provoking and thoughtful examination that will make you think, and then act.

by Mark P. McDonald  |  February 15, 2012

Gary Hamel’s new book What Matters Now is a different type of business, leadership and management book.  Where most offer single dimensional prescriptive recipes for success, Hamel has provided a thoughtful, deep and readily accessible look at the current state of business, management, capitalism and society. What Matters Now treats the reader as an intelligent, […]

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Executive Vanity is a force driving demand for mobile solutions

by Mark P. McDonald  |  February 13, 2012

According to the 2012 Gartner CIO Survey, 61% of companies plan on improving their mobility capabilities.  Of those about half are planning to become the innovation leader in their industry.  This creates a situation where a sizable group of people is all trying to be ‘well above average.’  Lake Wobegon , where all the children […]

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I don’t feel so silly now – iPad to the rescue

by Mark P. McDonald  |  February 10, 2012

Whenever I am moving through an airport I have to take three bins to get through the metal detector.  I need a bin for my shoes, toiletries, etc., one for my personal computer and one for my iPad.  More often than not I get a funny look from the others standing in line, first for […]

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A tool for assessing technology’s amplification of your strategy

by Mark P. McDonald  |  February 8, 2012

Amplifying the enterprise is the theme for this year’s CIO agenda reflecting the expanding role of technology in the enterprise and its role in raising the power of enterprise strategies and performance.  The notion of technology as an enterprise amplifier goes beyond traditional notions of IT and the administration/automation of back office processes.  Technologies such […]

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Is the quality of executive sponsorship falling?

by Mark P. McDonald  |  February 6, 2012

Every business book you read says that you need to have ‘executive sponsorship’ for any major initiative.  Fail to involve the executives and you are likely to fail.  That advice has become so prevalent that it is almost worthless.  Getting executive sponsorship is not what matters; it’s the quality of the sponsorship that makes all […]

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