INSIGHTS

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Operational Excellence

Leading people through forced change

When employees face disruptive change, they are often spurred on because there is a well-founded “why”—a justification for a necessary change that will make the business more successful. Organizational leaders create a story for this journey because there is a compelling reason to do so. But this normal path to change has been significantly overturned…

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Customer experience

How do you feel about telehealth now?

I’ve been thinking a lot about telehealth since the coronavirus took hold. I’m not a medical professional, but having advised companies in this industry and as a consumer, I have observed how healthcare providers have slowly adopted and used telehealth in increasingly innovative ways over the past decade. However, what was once hyped as a…

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Operational Excellence

House calls go digital, just in time

Extend the capability and flexibility of your operations by scheduling virtual appointments your patients can attend remotely. Telehealth is becoming an increasingly popular way to deliver medical care, while also saving time, money—and, amidst a coronavirus outbreak—peace of mind. Download our informative brief to understand how you can quickly realize the benefits and move past…

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Operational Excellence

When to use RPA: The 8-step checklist to ensure you choose the right processes to automate

The benefits of robotic process automation (RPA) include reduced effort and error, and increased profitability and efficiency. But not every process is a good candidate for transformation. Download When to Use RPA: The 8-Step Checklist to Ensure You Choose the Right Processes to Automate now to discover the 3 criteria all processes must meet before…

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Operational Excellence

The benefits of RPA at a glance

As the 2020s progress, you’re going to hear more and more about how all types of industries are leveraging Robotic Process Automation (RPA). RPA uses software robots or “bots” to automate repetitive digital processes in your organization. The bots can be used for anything from workflow automation to performing tasks that eat up hours of…

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Operational Excellence

Why do companies struggle with digital transformation?

Companies of all sizes are faced with industry disruption, new technologies, and changing customer needs. Organizations with outdated systems, inefficient processes, and nimble competitors have reached a tipping point—they must either evolve or expire. In short, digital transformation is an absolute necessity. While it can be daunting to be sure, it’s important to recognize that…

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Operational Excellence

How to ignite your company's digital transformation

The digital age has dramatically changed the relationship that companies have with their customers: armed with more information than ever before, customers are now in the driver’s seat. They decide who they’ll buy from, what they want to pay, and even what the product should be. It’s an enormous reversal from the days of “this…

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Customer experience

Data at the edge, vol. I: The right information in the right place at the right time

Having the right information at the right time empowers positive customer experiences, enables executives to make proactive decisions and allows employees to be more productive. To get data in the right place at the right time, however, your business units need a quick, reliable way to curate the information they need from the sources that…

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Operational Excellence

Improve the quality of your QA program with the QA maturity model

Do you test your solutions only after they’re developed? Or do you include QA testing from the start and have it baked in through every phase of your development process? Most organizations fall somewhere between those two ends of the spectrum. And knowing where you fall is the key to moving toward the Agile, continuous…

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Operational Excellence

Create a pragmatic application modernization plan

It’s easy to get overwhelmed at the prospect of updating an entire portfolio of applications. But moving forward without a clear strategy can be even costlier. Download our complimentary two-page brief, Application Overload: Practical Advice for Keeping Your Applications Current to discover: 4 Costly Risks to Outdated Apps See the risks your business takes by…

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Editor's Picks

Why do companies struggle with digital transformation?

Companies of all sizes are faced with industry disruption, new technologies, and changing customer needs. Organizations with outdated…

Read more→
Operational Excellence

Leading people through forced change

When employees face disruptive change, they are often spurred on because there is a well-founded “why”—a justification for…

Read more→
Customer experience

So you have a journey map. Now what?

As organizations strive to become more customer-centric, journey mapping has become an integral tool to help organizations get…

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RPA in 2020

Mindless. Repetitive. Tedious. Necessary. Some of the most important functions in your business are cyclical, manual processes. Often…

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LinkedIn LIVE events

Whiteboard planning

Bouncing forward: Change management and customer experience

Anyone who sits down with Sjaloom Verhagen, as I had the privilege to do on the most recent installment of Celerity’s Bouncing forward ...

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digital-first

Bouncing forward

Last week, I got to sit down with Dan Murray, advisor at Quantum Metric and former CDO of Bed Bath & Beyond. Dan is whip smart and has ...

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the Age of the Customer

Bouncing forward

Recently, Anoop Warrier, former Head of Digital for SunTrust Bank, spent some time with me discussing digital transformation and leadership ...

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Webinars + podcasts

activate journey map

Activate your journey map

Why is activating a journey map difficult? As organizations digitally evolve and transform, every aspect of the customer journey is mapped. ...

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innovation at scale

Harnessing innovation at scale

Harnessing innovation can be painful and disruptive unless you turn an innovation process into part of your company’s everyday routine. ...

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Service Blueprinting

Service blueprinting explained

Work smarter. Not harder. How we do our work matters, especially in today’s business climate. When employees are productive and engaged, ...

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