The Scale Model gives CX leaders a sequence: align the operating model first, then automate — not the other way around.

As businesses continue to make use of public cloud services, they need to develop a model for how the cloud fits into their processes and workflows. I am fortunate to lead a technology division for an ...

Data’s role as a strategic asset has become increasingly prominent in recent years, chiseled into sharp relief by the numerous organizations using it successfully to respond to rapidly changing market ...

When undergoing an IT operating model transformation, focus on three key areas to ensure success: process, governance and culture. The quest for customer obsession is arduous — littered with obstacles ...

Traditional business models with siloed functions struggle to keep pace with changing markets and customer needs due to slow response and fragmented technology. To stay competitive and deliver greater ...

Many global IT organizations are increasingly recognizing value in working directly with business units to bring innovative technology assets and IT service offerings to life. In doing so, leaders can ...

Investment managers are operating in an environment defined by constant, relentless change. Whether expanding into private markets, navigating evolving regulatory reporting requirements, or ...

As much as cloud adoption is about embracing cloud-based infrastructure and applications, organisations that do not change the way they work will not be able to reap the full benefits of the ...

The energy industry is undergoing rapid and profound change. The rise of AI-driven data centers, the acceleration of the energy transition, and the growing frequency of external risks are reshaping ...