Digital Business (DBiz)

Meet the Author: Andrew Campbell, Operating Model Canvas

The journey from strategy to operating success depends on creating an organization that can deliver the chosen strategy. This book, explaining the Operating Model Canvas, shows you how to do this. It teaches you how to define the main work processes, choose an organization structure, develop a high-level blueprint of the IT systems, decide where to locate and how to lay out floor plans, set up relationships with suppliers and design a management system and scorecard with which to run the new organization. The Operating Model Canvas helps you to create a target operating model aligned to your strategy.

In this webcast, I will..

Webcast Date: 
Mon, 04/17/2017 - 13:00

Customer Experience is the key to Operational Excellence Success

A September 2015 survey of 150 Operational Excellence (Op Ex) professionals found that 38% of respondents listed Customer Experience (CX) as their number one priority in Op Ex.  That’s both good news and bad news. The good news is that nearly 4 out of 10 Op Ex professionals recognize that CSX is central to Op Ex success. The bad news is that 62% – don’t. 

There’s no doubt that Op Ex success also relies on other factors such as leadership and culture. But if an organization doesn’t put customers first – they may find themselves optimizing to a decreasing share of the market.  Op Ex professionals will recognize the importance of focusing on customer experience as it has been part of the lean movement since 1988. 

Blockchain for Organizational Culture: Part II

Editors Note: DBizInstitute is excited to share this article, written by Dr. Setrag Khoshafian, with our community and in advance of his new book release. Keep an eye on our website as we share additional articles in the coming months written by Setrag, as well as a pending Meet the Author webcast to discuss his new book 'How to Alleviate Digital Transformation Debt’ expected to air Fall 2021. This article was originally published on CognitiveWorld.com in 2017. 

Aren’t all businesses “digital”?

Aren’t all businesses “digital”?
If they aren’t now, the winners certainly will be.

“Virtually every firm in every industry is being shaken up by the digital revolution. No chief executive can ignore the onslaught of mobile computing, big data, artificial intelligence and the like. And while companies were once content to wait and see what impact the Internet might have on their business, there is now a broad consensus that processes and practices must be radically transformed to capitalise fully on digital technology.” Zanny Minton-Beddoes, editor of The Economist World in 2015 Report

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“72% agreed with the statement ‘These days I consider my company to be a technology company’” and “97% say that their companies will change more in the next 5 years than the past 5 years.” Research by Fortune 500 CEOs, June 2016

Blockchain for Organizational Culture: Part I

Editors Note: DBizInstitute is excited to share this article, written by Dr. Setrag Khoshafian, with our community and in advance of his new book release. Keep an eye on our website as we share additional articles in the coming months written by Setrag, as well as a pending Meet the Author webcast to discuss his new book 'How to Alleviate Digital Transformation Debt' expected to air Fall 2021. This article was originally published on CognitiveWorld.com in 2017. 

What to Look for in 2017?

According to a recent article in Forbes, there’s a high level of consistency on macro technology trend predictions for 2017 by organizations such as Gartner, Forrester, Deloitte, Accenture, and McKinsey. That’s not surprising as “digital transformation” is pretty much the leading buzzword in today’s corporate lexicon and executives scramble to get up to speed on related concepts such as social, mobile, cloud, artificial intelligence, machine learning, cognitive computing, analytics, and big data.

The Digitization Agenda

Digital Freedom

The world has changed. Mobile devices combined with cloud apps have freed us from the traditional 9-5 commute to an office. “At work” is an activity and no longer a location or time in the day. This is explored in a recent article “Daddy are you still at work“.

And that change has happened in the last 5 years. It is a digital revolution, rather than evolution.

I am sitting under an umbrella outside a Peets Coffee shop on my super-light Macbook connected to free wifi with access to all my apps and content through a browser – on a public holiday.

I can buy almost anything online and get it delivered the next day. I can stay in touch to friends, family and work colleagues no matter where in the world they live. It is easy to connect and collaborate.

Cognitive BPM Business Processes Awaken!

It should come as no surprise to all serious professionals that the age of Artificial Intelligence, Machine Learning, and Data Analytics is here – this time, to stay for good.

The first time around, back in the early 80’s to mid-90’s – a period of roughly two decades – AI got a lot of exciting hype, especially around the topics of Expert Systems, Natural Language Processing, and Computer Vision. The premise underlying all of AI at that time was that the human capability of learning was really a set of as yet unknown algorithms that knew how to take data of various types and reason from it. However, the common perception was that the promise of AI had not been met.

Operational Excellence and Superior Customer Experience

Each quarter, the American Customer Satisfaction Index issues an update of overall U.S. customer satisfaction. The national ACSI score for the period 1994 through 2015, as depicted below, reflects an aggregate of customer satisfaction with companies that comprise a large cross-section of the economy.*

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National ACSI Score

It’s worthwhile noting that the ACSI score for Q$ in 2015 is well below the baseline 1994 level. This is just one indication that customers’ expectations are outpacing the ability of organizations to deliver.

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