Posted on July 21, 2015 by

Navigating the Path to Value

The business environment is changing at a much greater pace, from new payment mechanisms through to the Internet of things. Technology and customers are changing the very fabric of business, which is not only impacting new propositions, but also the way changes are prioritised.

To win in the new economy leaders must look beyond cost, and focus on the things that deliver the most value, ensuring they remain relevant in a crowded market place.

The rate of change is not going to slow down anytime soon. If anything, competition in most industries will probably speed up even more in the next few decades Read More

Posted on July 11, 2015 by

Customer Experience Architecture

Service providers are continually reshaping their offering in response to changing customer needs and demands. As customer expectations change, businesses need to rethink the experiences they deliver. Meeting new demands does not only require delivery of the right propositions – it also requires developing broader capabilities around the needs of people, across the entire eco system.

The customer experience is the new business battle ground

Adapting to the fast-moving customer world

Most organisations are not designed to meet the changes that occur in their customer’s lives. Stable organisational structures, designed around the needs of the organisation, struggle to provide the flexibility needed to meet the demands of customers. These rigid structures constantly create barriers to customer interactions. They also impact customer loyalty as well as the businesses’ ability to offer more relevant products and services. Read More

Posted on May 13, 2015 by

Designing from the end

As we enter a new age for technology, the opportunities for companies to connect with customers are becoming endless. The connected customer is also starting to demand more due to a much greater awareness of technology, and this is shaping the future direction of propositions.

The rate of change is not going to slow down anytime soon. If anything, competition in most industries will probably speed up even more in the next few decades.

Yet through all this change we seem to be stuck in the traditional delivery challenges. The benefits trap and the endless amounts of requirements often result in disjointed projects, and in some case no relationship to the overall strategy.

The ability for management to prioritise the investments that will make the biggest impacts for the business and its customers is also becoming even more complex.

So the question is how do we give management the lens to see the current and potential future, but also help delivery teams plan and execute? Read More

Posted on April 14, 2015 by

Microservices and the role of the digital business architect

Over the last 2-3 years organisations have gone through significant change. Existing capabilities have been transformed, and vast amount of new capabilities have been invested in to ensure organisations remain sticky in the customer’s digital life. Everything from collaboration, to new ways of working has enabled organisations to build deeper meaningful connections with their customers.  While these are great strides the changing pace of technology is forcing organisations to re-evaluate how they deliver digital capabilities.

Organisations need to continually invest in their technology to help them stay ahead of the digital curve

The continued battle with technology

Part of the reason for the re-evaluation is due to the way digital platforms were implemented. Organisations in their haste to become digital created digital silos, and various workarounds were put in place to ensure the organisation at the least had a digital presence.  The legacy challenge still remained, and the ability to deploy changes quickly to meet the demands of customers was and still is a challenge.

So the question is how do organisations make the best use of the technology they have, but become flexible enough to keep up with changing needs of customers. Read More

Posted on February 2, 2015 by

Designing and Managing a Multichannel Architecture

2014 was the year when digital became a significant priority for organisations, for the first time customers were becoming more advanced in the use of technologies and with this came a greater level of expectation. Customers (Including me) expected things in digital to be quicker, and just work. However most were left disappointed (including me) when trying to achieve something using their preferred mode, only to be told you need to visit our store or when in store, that’s only available online

Digital commerce has changed the way we shop forever – it’s no longer enough for brands to limit themselves to one channel when it comes to attracting and keeping customers

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Posted on December 8, 2014 by

Understanding and owning the customer ecosystem

The world of digital is changing the face of the business landscape. Established household names are now going toe to toe with new kids on the block, and in some cases their customers are becoming the competition. The product is no longer the differentiator, it is about owning the eco system, and it is the organisations that can tap into it that will be the ones that will maintain market leadership.

We have technology, finally, that for the first time in human history allows people to really maintain rich connections with much larger numbers of people.

Organisations are not designed for adaptive change

Most established organisations are not designed for an adaptive digital environment. Rigid processes and silo based business functions make quick adaptive change based on the needs of the business almost a military exercise. The abilities which are required to make digital possible are delayed, or in some cases not even delivered due to an operating model which is not designed to deliver incremental integrated changes. Read More

Posted on November 5, 2014 by

Staying relevant in the digital economy

Organisations are fighting for relevance in a larger market place where brand names and size are less of a factor. Customers are now looking for the products and services which deliver the outcomes they need, regardless of who provides them. Being able to meet these demands at speed and scale will be fundamental in achieving continued growth and relevance in the customer’s eco system.

Organisations struggle to prioritise areas for change

Organisations are acknowledging that they need to be adaptive and responsive to change, but most struggle to know how to start or where to focus. Balancing the demands of running and evolving the business against a background of uncertainty makes the prioritisation of the outcomes that make a difference a constant struggle. Strategies are formed based on perceived priorities that often miss the outcomes that will deliver the most value. Read More

Posted on August 18, 2014 by

Organisations pursue the complete solution

Technology is playing a much bigger role in customer’s lives, and is changing the way senior management view the IT department. Historically the CIO’s role was to keep the lights running, now however, IT is considered to not only be the key to unlocking new revenue, but also a way of keeping up with the competition. This shift is almost causing management to expect IT to build the perfect solution, which will solve every problem vs. the ones which offer the most value.

Information technology and business are becoming inextricably interwoven.

Late to market

Organisations that mount technology projects hope to achieve some significant results never before achieved. Management look to successful technology companies as the benchmark, but only focus on the end product or services rather than the minimal viable steps they took to get there. Very quickly, assumptions are made and the sheer size these projects grow to results in severe delays. This causes significant brand impacts, and in some cases results in the loss of customers and overall market share. Read More

Posted on April 14, 2014 by

Designing for Emergence

The world around us is becoming more complex, it is almost accelerating away from us. Being able to plan in this ever evolving world is becoming even more difficult as time passes.  New technology, and approaches almost appear daily, which makes planning for these events, almost impossible.

Linear approaches to design are no longer the right thing to do in this ever moving world. Human needs are changing almost daily due to the changes in the economy, and advances in technology.

The irony is that organisations have stayed static, the business, which is exposed to the customer through the various engagements needs to be agile, but yet the organisation, which delivers the abilities still appears to be static.

We don’t want to be late to the party with a solution, when everyone else has already changed

Organisations still attempt to force best practices, and approaches, almost forcing constraints in the system, which hinders innovation, and forces organisations to be linear. Read More

Posted on January 6, 2014 by

Taking the right path

In 2013 we saw the rise, and in some cases the rebirth of analytics and were told of the importance of using data to get closer to our customers.

The growth of social media and the birth of the omni channel has meant that understanding your channels and the related data is going to be the major challenge for organisations in 2014.

The ability to analyse and act on this data is becoming increasingly important to businesses. The pace of change requires companies to be able to react quickly to changing demands from customers and environmental conditions.

Due to this complexity we have seen the rise of new technologies such as Big Data.

“Data is the new science. Big Data holds the answers”

The term “Big Data” became the buzz word of 2013 it almost seemed the answer to all our problems.  The ability to manage all our data, report on it, and present it in various different ways. Read More

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