Fashion and Apparel’s Quest to Merge Online and Offline into Omnichannel

A recently published report from Avanade and EKN, entitled “Fashion & Apparel: Achieving a frictionless shopper experience and streamlined operations” discusses major trends in the fashion and apparel industry. One of the conclusions drawn is that the lines between digital and physical shopping are getting more blurred, with customers preferring omnichannel interactions that offer a […]

Driving Extreme Business Value from Robotic Process Automation

Recently, Gartner predicted that “by 2020, the average person will have more conversations with bots than with their spouse.”  This future forecast means that businesses will need to develop strategies in order to harness digital transformation technologies such as bots and robotic process automation (RPA). Improving process efficiency is often the primary driver in RPA […]

A 5-Point Roadmap for Driving Ongoing Innovation in Your Company

This blog post was originally published at Business Insider Australia. There is universal agreement among our multinational companies, politicians, universities and educators that innovation is critical to ongoing success and competitive advantage. However, sustained innovation remains an elusive goal for most organisations. The pace of change in the market is tectonic, so it is not […]

Millennials are Driving New Digital Workplace Trends in Healthcare

Millennials have a significant presence in the healthcare field and are harbingers of change in this industry. For this demographic, gone are the days of long hours, years spent building a practice, and long-term allegiance to employers, traits commonly attributed to Boomers and Gen-Xers. After watching many clinicians experience burnout, millennials are forcing a change […]

Mapping Digital Workplace Insights to Business Value Context

Most enterprise organizations are traveling along the journey to digital today.  There is no definitive measuring stick for how digital they have become but that does not stop them from continuing to invest and trying to find that edge to define new opportunities. Investments take many different shapes ranging from IT modernization, mobile investments, the […]

Reimagine the Way Work Gets Done

Michelle Caldwell presented at Nintex InspireX 2017. This article originally published on Nintex Blog. Wouldn’t it be great if your office worked with you, instead of against you? What if your workplace actually knew who you are, and where you are, and what you’re doing? What if it were smart enough to serve up the […]

What Retailers Need to Look for in an ERP Solution

Today’s retailers face a complex operating environment. They need to sell seamlessly across multiple channels. They need to deal efficiently with a huge number of daily transactions. And they must accommodate an increasingly global customer base. It’s no longer enough just to have the right products in the right place at the right time. Instead, […]

The DNA of Digital Disruption

Regardless of what stage companies are in while going through their digital transformation journey, the potential for market disruption is always looming. As I see it there are four market needs that are driving organizations to transform themselves digitally: increasing innovation, moving faster, staying connected and getting personal. The Need to Increase Innovation:  Digital disruption […]

Great Employee Experiences = Great Customer Experiences

The sales cycle hasn’t changed since the days of the cavemen. It’s always been about the transaction between buyer and seller, whether that’s a spear in return for meat, or dollars for a car. What has changed are the expectations of the consumer, and consequently the expectations of the employee. What Needs to Change? Not […]

Perfecting Customer Experiences with Frictionless Personalization

In my first blog post discussing using personalisation to deliver a seamless customer experience, we delved into context marketing strategy. This follow-up post considers how the people prerogative and frictionless personalisation impact user experience. The People Prerogative While all big brands will have people on hand who are familiar with customer experience management, there is […]