Mark McDonald

A member of the Gartner Blog Network

Entries Categorized as 'Business Process'

Enterprise Games: using game mechanics to build a better business — A Book Review

by Mark P. McDonald  |  November 28, 2012  |  1 Comment

Enterprise Games picks up where Jane McGonigal’s book (Reality is Broken) left off – how gaming ideas and practices can apply to business.  This book is a hidden treasure that I would not normally have picked up, but I am very very glad I did.  Michael Hugos, the author is an accomplished practitioner and innovator […]

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Category: Book Review Business Process Digitalization Innovation Management     Tags: , ,

In Praise of State and Local Government

by Mark P. McDonald  |  June 8, 2012  |  2 Comments

Governments take it on the chin for various reasons, bloated budgets, poor service, mistakes, etc.  Recognizing good service is important to act, as a counterweight to the bad things the media would lead you to believe. This week I renewed my Driver’s License, new piece of plastic with a new picture, etc.  I visited the […]


Category: Business Process Customer Experience Personal Observation     Tags: , ,

Segmented service requires more than classifying the customer experience.

by Mark P. McDonald  |  June 6, 2012  |  Comments Off

A differentiated customer experience is central to the competitive strategies of many companies.  Differentiating the customer experience feels right.  It seems a natural outgrowth of marketing segmentation and the innate desire for people to be treated as individuals and accorded specialized status.  Technologies like analytics can help identify who these differentiated customers should be, but […]

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Category: Applications Business Process Customer Experience marketing     Tags: ,

Find your human middleware

by Mark P. McDonald  |  March 2, 2012  |  11 Comments

Where is your human middleware?  Every organization has it, but few people see it for what it is – a sign of distortion.  I first heard the term ‘human middleware’ when I was talking with a group of CIOs and a CIO from an insurance company commented that there organization did not really transform until […]


Category: 2012 Amplifying the Enterprise Business Process Distortion     Tags: , , , , ,