At Deloitte’s Experience Analytics conference this year, there was an interesting and entertaining lab focussing on how to prepare for, and respond to, a data theft. The format was a simulation of a data breach scenario: We were asked to image that we worked for a fictitious European airline who was being blackmailed. The blackmailers... more
It’s been an interesting and sometimes daunting task these days to read or watch the news and notice all the disruptions around the world. From political, to geological to climate-related it seems that disruption is everywhere. But not all the disruption you hear about is negative. In our business, we’ve found that often, companies that... more
Cancer. In 2018, over 1.7MM new cases of cancer will be diagnosed, and 609K people will die from it. Chances are you know someone that has been affected by this dreadful disease. In the ongoing search for a cure, patients succumb to test after test and then varying courses of treatment. The treatments themselves are... more
Data is the lifeblood of every organization today. The flood of Internet of Things (IoT) data means organizations are dealing with data streaming at breakneck speed. However, the struggle for organizations is not in collecting IoT data, but how they can make that data meaningful and useful. And more importantly, actionable. When master data management... more
I remember when I was growing up, my Dad, upon my arrival home from school or his arrival from his job, use to greet me with the same question over and over again. He would constantly ask me “What’s new and exciting or highly unusual?” And especially as a teenager, I grew quite weary of... more
Do you love having a great customer experience? I do. Unfortunately, having a great customer experience seems to be the exception today rather than the rule. Many companies have realized that improvements to customer experience can pay huge dividends in customer satisfaction resulting in higher profitability. They just have had a hard time doing anything... more
Basketball season is well underway, with every team putting its best five starters to take on the opponent’s starting five. Some teams started with a splash and have their winning combo of five, some are adjusting and finding their ways to win. It’s a very long season, but their foundational 5-on-5 can carry them through... more
Customers today have high expectations. They expect organizations to provide relevant, timely and personalized offerings. These expectations have been shaped by the emergence of broad-scale customer-engagement transformation in recent years. Examples include organizations driving disruptive innovations in retail (Amazon), transportation (Uber), hospitality (Airbnb) and entertainment (Netflix). Along with these high expectations based on their needs,... more
As enterprises embark on their digital transformation journey, transforming customer experience has emerged as the north star guiding this journey and ensuring focus on the right set of priorities. Enterprises are engaging with their customers across multiple channels – physical, web, mobile, social media, IoT – generating a vast digital exhaust of data. Enterprises have... more
It’s almost end of 2018 and it’s the best time of the year. We are excited about upcoming holidays and the time we can spend with family and friends – the holiday cheer – time to unwind and relax – and get ready for 2019. It’s also the time to start thinking about your organization’s... more