INSIGHTS

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Read our latest insights.

Customer experience

Data at the edge, vol. II: Enriched business intelligence

Miracles have been performed, mountains have been moved and now your executives have easy access to the data they need to develop insightful organizational strategies. But do your business units and front-line workers have the data they need to execute on that strategy? Whether you’ve centralized your data or not, chances are you’ve identified places…

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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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Customer experience

The modern traveler's journey: Powered by data and technology

In 2018—in the US alone—consumers spent $2.1 trillion on travel. As the buying power of Millennials and Gen Z expands and they increasingly crave new adventures over material possessions, that number is poised for growth. Knowing that today’s consumers are researching, booking and interfacing with brands in different ways, predominantly on mobile, companies are leveraging…

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Customer experience

Infographic: Move your data to the intelligent edge with Azure

What do we mean when we talk about moving data to the "intelligent edge?" At its core, we mean getting the right information in the right place at the right time. With 2.5 quintillion bytes of data created every day, that task is far easier said than done for most companies. Fortunately, tools like Microsoft…

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Technology

Strengthen your security posture against today’s cyberattacks

More cloud adoption means that an increasing amount of sensitive business data is vulnerable to exposure. It’s now more important than ever to create an effective security posture in an “always-on” world. Proper security planning can save your organization serious legal and financial consequences. Gone are the days when a simple security approach was enough.…

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Technology

Outlook: Where Is RPA Headed?

This article series began with examining what robotic process automation (RPA) is. It then made the case for why you should implement RPA in your organization. Following that was an examination of when to use RPA. Most recently, we covered how to scale RPA. This final article examines where RPA is headed. The most powerful…

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Technology

Top Uses for Robotic Process Automation

In our previous post, we discussed what robotic process automation (RPA) is, distinguishing it from other automation tools, and provided a taxonomy of RPA using industry examples. We’ll discuss five reasons why you should use RPA. We’ll again provide real-world examples for each reason, demonstrating the tangible, quantifiable benefits RPA can bring. Profitability If you…

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Technology

The Keys to Scale RPA

Imagine for a moment that you’re a mortgage analyst at XYZ Mortgage. Part of your job involves opening each loan application document emailed to you, opening the attached Excel file, copying the property address from cell A4 on the second sheet, and pasting that data into the United States Postal Service’s (USPS) address validation website.…

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Technology

When to Use RPA: Necessary vs. Profitable Characteristics

In our previous post, we discussed five reasons why you should use robotic process automation (RPA) to optimize your business processes. We talked about profitability, rapidity, efficiency, interoperability, and traceability. This post will cover when to use RPA. It’s not a silver bullet for every problem your business has, but when applied correctly, it can…

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Technology

What is RPA? Robotic Process Automation explained

From the robots in Amazon warehouses to the Internet of Things, automation is becoming more commonplace in sectors previously unoccupied by robots. The financial benefits of automation are predicted to be nearly $2 trillion globally. Financial services firms have embraced automation on the front end, implementing solutions such as algorithmic trading. However, the potential for…

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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…

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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…

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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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