Who's Blogging
- John Wheeler
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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...
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...
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...
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."...
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...
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...
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...
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...
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...
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...
