Transformation will typically have four phases: Awareness of the need, Exploration and Innovation, Planning and Execution, and Steady State Support (Maintenance phase). This is similar to the technology S-curve concept, where a technology moves to the next S-curve after maturity and before obsolescence. Shared services (SS) is the concept of enterprise sharing of resources for …
Human adaptation to change is one of the key determinants of digital transformation success. Transformations take time to mature and require deep and meaningful changes to existing processes, culture, and technology. The employees are at the forefront of this experience and have to continuously navigate change successfully. As we continue on our transformation journey, we …
I am writing about a recent Customer experience during the purchase and delivery of a treadmill from Sears. The entire experience is a stark reminder of the criticality of customer service and customer experience for any business. I wish the experience was better and worthy of writing; unfortunately it was not. Sears, as we know, …
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RPA – Robotics Process Automation – is the new new thing. The subject, application areas, and service offers are abuzz with plentiful promises and venture funding to boot. Both, robots and process automation – are not new; robotic welding automated assembly lines were introduced in the 1908’s and PLC based process automation even earlier, especially …