An Interview with a Cybersecurity Expert Why must chief marketing officers pay more attention to cybersecurity issues in 2017? Because cybersecurity, customer privacy, and trust are interconnected subjects that should and will soon matter to marketing organizations. What’s more, the topic is quickly moving from “below the radar” to high visibility as multi-national companies prepare… read more >
Last week, OpenText finalized yet another acquisition, which is pretty much par for the course for this vendor. OpenText’s growth strategy depends heavily on acquisitions and this was no exception, although this specific purchase was an unusually important addition to the OpenText stable of products. Since the company began, OpenText has made 55 acquisitions, and… read more >
Focusing on operational excellence in customer experience is a key trend for 2017. It’s also a strategic way to change the culture of organizations that have committed to customer experience (CX) transformation even though mid-managers and employees have not fully embraced a new mindset and changed their behaviors. Many companies spend massive amounts of money… read more >
CEOs Will Double Down on Operational Excellence in Customer Experience Management in 2017 Putting the customer first will remain a top priority for CEOs throughout 2017 as senior executives around the globe continue to transform the enterprise from the outside-in and inside-out. How? By delighting customers and delivering exceptional experiences independent of existing and emerging… read more >
In my last post, I identified a strategic focus on operational excellence that will drive business leaders responsible for business transformation and customer experience (CX) management in 2017. Business leaders want to move beyond experimentation with emerging technologies. And they definitely want to end budget-blowing overruns on large scale projects, like omnichannel, which can cost… read more >
January is that time of the year when business and technology trends start surfacing fast and furious from think tanks, research firms, journalists, and independent consultants. This year is no exception—pundits have plenty to say about trends for hot technologies, such as the internet of things (IoT), virtual reality, cognitive computing, conversational robots, just to… read more >
Over the past two years there’s been a lot of discussion about the future of ECM. Some old-timers form the vanguard by defending ECM systems that are (quite honestly) sometimes challenging to deploy, manage and use. Others like how products such as Dropbox, Box, and Microsoft OneDrive for Business are easier and cheaper to deploy,… read more >
There’s been good news recently on the extended enterprise content management (xECM) front. Specifically, OpenText and Salesforce.com announced a partnership to integrate OpenText’s Content Server with Salesforce’s CRM through an out-of-the-box connector. This mirrors other recent partnerships from OpenText to integrate Content Server with 1) Microsoft SharePoint Online (Office 365) and 2) SAP SuccessFactors (extending… read more >
IT plays a large role in organizational change management because many changes that senior executives are driving get codified in business systems, information management, collaboration tools, mobile apps, and even social tools. In fact, one school of thought (not a particularly good one) asserts that changes and decisions associated with organizational change management should be… read more >
I recently attended a superb conference (IQPC’s PEX for Oil and Gas) that focused exclusively on creating a culture that sustains operational excellence. It’s a vitally important topic. I suspect all companies would like to achieve superior operational excellence and/or push the bar higher for greater excellence. After all, that’s what delighting the customer is… read more >
