Gartner Blog Network

Category: 'leadership' Blog Posts

from the Gartner Blog Network

The first are the last, its technology’s turn for digital transformation

by Mark Mcdonald  |  August 6, 2019

It’s a paradox that technology service providers are among the last companies going through digital transformation.   The firms that gave us the technology to create the digital world are facing...

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Digital, Strategy and Design

by Mark Mcdonald  |  February 26, 2019

Digital leaders have salient views of the future based on a deep understanding of the customer.  They create approaches to engage customers in that future.  In consulting terms, digital leaders...

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How to Get Your CEO to Embrace Digital Risk Management

by John Wheeler  |  October 19, 2017

As a CIO, you want to sit down with your CEO to discuss her new plan to implement cloud-based software. You’re concerned about security risks. But after some back and...

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Empathy, the CIO's Horsefeathers.

by Michael Maoz  |  June 29, 2017

Go Google Empathy and the CIO and the results returned are miniscule compared to a search for "Power and the CIO," "Success and the CIO" or "Leadership," or "Technology and the CIO."...

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How's that, AI? 2017 will go down as the worst year ever for customer experience.

by Michael Maoz  |  June 28, 2017

AI does not make subway tracks run better in New York, or make phone queues any shorter at any airline. (yesterday: "Hold time currently is between 56 minutes and 1...

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On CRM initiatives, the CIO in 2017 is the Supportive Gatekeeper.

by Michael Maoz  |  June 22, 2017

On a call the other day with a very innovative financial services company somewhere across a sea, the wonderful Global Head of Digital Channels described their CIO as a supportive gatekeeper. What...

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Hey, but the guitar is in great shape, and other lessons in empathy.

by Michael Maoz  |  April 13, 2017

Empathy is wonderful, yet hard to scale. It is hard to scale out from the CEO, to senior leadership, down to Corporate Communications, to Customer Relations, to the Sales and...

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AI shouldn’t become Ignorance by Design as regards customer processes

by Michael Maoz  |  April 6, 2017

Sometimes you have to go out on a limb during the research process and write from your gut. Watching AI unfold for customer service and customer support has been a...

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A bear as an analog of where your CRM digital strategy fails.

by Michael Maoz  |  February 8, 2017

After World War II the Military-Industrial Complex began to spring up in the US, and a mischievous film director from the Looney Tunes team that created iconic comic television programs...

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AI without Empathy Leaves the Enterprise with Artificial Indifference

by Michael Maoz  |  December 21, 2016

AI has been the answer to all things for as long as any of us have been IT professionals. As a tech newbie in Boston finishing a Grad program, it...

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