Although digital transformation (DT) is now a common pursuit of organizations across industries, there are still many – and often conflicting – perceptions and definitions of this method to reimagine how companies do business. No matter how you view DT, at the root it’s how enterprises are adapting to 21st century requirements by deploying an array of digital technologies. And although 97% of CIOs are currently leading digital transformations, their priorities may differ. In that…  MORE

  It happened to the airplane, the telephone and the internet: All were once new, daring ideas that one day became as common as breakfast. Today, there’s no shortage of newer technologies that are on the verge of going mainstream themselves in 2020. Here are some of them: AI outsourcing grows As enterprises are discovering, Artificial Intelligence (AI) isn’t just for improving internal operations. AI also enhances the customer experience because it streamlines business processes….  MORE

In the age of the Internet and digital technology, we all experience how arcane terms quickly become understood by the masses. “Omnichannel” is one of them – at least for those in the world of retail. From a simplified perspective, it’s when a company’s online and offline business processes are perfectly synched, providing customers with the same experience no matter how they shop. But while the benefits of omnichannel are clear, many retailers haven’t fully…  MORE

There’s no question that 21st century retail success depends on technical advancement. The companies that figure how to best implement artificial intelligence, apps, machine learning, and other technologies will most likely lead the pack. But it turns out this can be a one-sided relationship. Consumers want more – in this case, more humanity. That’s the overwhelming finding from a PwC survey of 15,000 consumers. In the U.S, 82% of consumers want more human interactions while…  MORE

From the neon sign to the shopping cart to the electronic cash register, retail growth has always been tied to technology. Only time will tell about what truly benefits the sector, but here are some thoughts about what might happen in the next few years for retail companies. Look out for Instagram For years, Amazon has not only dominated ecommerce and mobile shopping, they seem to separate from the pack more and more. But Instagram…  MORE

Every few years a new technology comes along that alters the landscape for service providers. In the not-too distant past it was something called the Internet. Then came the smartphone. Today it’s Artificial Intelligence (AI). But although most service providers clearly see how AI improves their overall business operations, they may not realize how it can specifically enhance the customer experience. If you haven’t yet seen the light about AI and customer service, it’s time…  MORE

When Amazon bought Whole Foods for billions, it wasn’t because they lacked access to organic kale and cage-free eggs. Making the deal turned Amazon into a true omni-channel retailer. In the simplest terms, omni-channel retail is how business-to-consumer companies are adapting to 21st century customer behavior. Wherever they are, whatever they’re doing, consumers expect the same personalized experience online, via mobile devices, and in-store. Omni-channel provides that multi-prong set of options. Just a few years ago,…  MORE

During lunch with an old friend last week, we talked about how much has changed since we first met over 30 years ago. Politics, the music business, fashion, pop culture, the list goes on. And so much was impossible to foresee. The highlight was when my friend whipped out his smartphone and said, “Who would’ve thought we’d have these things?” True. Where as an iPhone was once only in the domain of science fiction, it’s…  MORE