Beyond the age of customer obsession: the age of integration

business people in modern office
February 5, 2013
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In an August 2012 report, Forrester wrote ‘the age of customer obsession’ had arrived. Customers expect better customer experiences across all channels and devices they use. Customer-led disruption is here, Forrester stated. Customer-centricity as a way to constantly improve our business requires more than a changing mindset. And the Copernican revolution, putting customers – and as a consequence profit – at the center of what we do, requires more than a ‘customer first approach’. It requires an integrated approach.

In my previous post on the changing role of the CIO, I mentioned the Chief Digital Officer, typically a consequence of the need for integration, beyond the changing customer reality. Another role we see popping up in many businesses is that of the Chief Customer Officer: the person that integrates around the customer. And leading analyst Jeremiah Owyang has been advocating the role of the Corporate Social (Business) Strategist, as it exists in many firms, since several years. [Read more...]

Filed Under: Agile & Flexible Working, Collaboration, Contact centres, Global, Innovation Tagged With: , ,

Pascal Matzke (Forrester Research): why we’re at the dawn of a new era

Pascal Matzke
June 7, 2012

One of the speakers at the BT Business Day Benelux 2012, was Forrester Research Director Pascal Matzke. Matzke argues that the ICT landscape is undergoing a major shift in focus from systems of record to systems of engagement. Pascal explains what he means by that and what the implications will be for the CIO and the vendor-customer relationship.

In his research, Pascal Matzke writes about the dawn of a new era and the increasing importance of ‘systems of engagement’. Pascal explains what he means by that.

Pascal Matzke: Historically the technology industry has undergone a series of major transformations as a result of new disruptive innovations. In the past these transformations happened one after the other, leaving room for digestion and growth, while today we are facing several major technology disruptions –mobile, cloud, big data, social media–simultaneously. That is new. [Read more...]

Filed Under: Benelux, Global, ICT Management Tagged With: , ,

IT service management challenges for the new year

Forrester-analyst-Stephen-Mann-
December 26, 2011
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According to Forrester analyst Stephen Mann, 2012 will be a year of at least sustained difficulty for IT service management. Mann reports specific challenges he expects to face in the coming year. Considering his ideas may help individuals and business prepare for what may actually become of 2012.

A limited number of underlying factors seem to be the primary source of the challenges facing IT in 2012. IT, and business in general, is in an age of increased scrutiny. Businesses are required to adhere to certain specifications and regulations. Because of these parameters, businesses are being more heavily observed and forced to comply to directives. [Read more...]

Filed Under: Global, ICT Management Tagged With: ,

The top technology trends according to Forrester

Stephan-Trentmann
November 2, 2011
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As the mobile revolution continues changing the way, we work and play, and virtualization services and the cloud gain traction, what else could develop in coming years? Just when you think, you’ve seen it all, more technology is on the way that will help people produce more and make our lives easier. If what Brian Hopkins at Forrester sees coming, is any indication, we have much to anticipate.

Brian recently wrote two posts, covering top technology trends. He first analyzed business technology trends and then looked at technology trends as a whole. A few takeaways.  [Read more...]

Filed Under: Inside Technology Tagged With: ,

Is your Telecom Expense Management doing well?

cell-phones
July 15, 2010
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It’s clear that the telecom expense management market has changed considerably over the past two years. Market consolidation continues as weaker players either folded or were acquired. Almost all providers now support both fixed and mobile telecom.

According to Gartner, organizations can save more than 10 percent of their annual telecommunication expenses by systematically checking their carrier bills against equipment and services in use.

As a definition, we can say that Telecom Expense Management (TEM) is the integration of knowledge and technology to create the tools and processes that manage, control and forecast the costs and expenses associated with enterprise voice, data and wireless networks.

The above means that TEM is a specialty. By implementing a TEM solution, by combining software tools and manual auditing, you can gain detailed information. [Read more...]

Filed Under: Benelux, Global, IT Infrastructure Tagged With: , , ,