December 12, 2019
Author: Betsy Burton
November 11, 2019
Your Customer Experience Must Reflect Your Brand
by Betsy Burton I’ve had a few customer experiences (CX) that got me thinking about the relationship between customer brand and customer experiences/expectations. Many organizations are still thinking about customer jo
November 7, 2019
Robotic Process Automation or Transformation?
by Betsy Burton Microsoft recently announced their robotic process automation tool for Microsoft Power Platform called Microsoft Power Automate. It is one of the many solutions that we see entering this market recently t
October 31, 2019
Digital Labor: Are Your Customers Talking To Chatbots Or Humans?
by Betsy Burton and Jim Lundy Jim Lundy and I were talking about a chat session he had with AT&T recently. It is interesting because after some questions were asked and information shared, the customer was informed
Managing Digital Labor–Are You Ready?
by Betsy Burton, Jim Lundy During Aragon Research’s research community meeting this week, Jim and I were discussing what it will take to manage your workforce in the future; a hybrid mixture of humans and digital labo
October 22, 2019
Technology Providers Must Make Climate Change A Core Focus
by Betsy Burton, Jim Lundy Combating climate change has rightfully become a critical topic within governments, businesses, and communities. It will take leadership and coordination amongst governments and businesses suppo
October 18, 2019
Your Digital Platform Isn’t A Differentiator
by Betsy Burton There is one basic truth that I have learned over the years about emerging technology: anytime a new technology or technology-based business model emerges, it becomes a shiny object that everyone gets exci
September 19, 2019
Protect Yourself; Define Your Information Privacy Strategy
By Betsy Burton I have been having a lot of conversations with vendors, end-users and consumers about data privacy and ethics. Many are feeling the gradual erosion of privacy while also feeling the tug of the benefits a
September 11, 2019
Using Metrics To Measure The Business Value of Your Investments
by Betsy Burton and Samra Anees One of the issues that continues to elude many business and technology leaders is defining effective performance metrics that demonstrate the business value of investments. In fact, we fi
August 22, 2019
What Is Business Transformation?
by Betsy Burton One of the most common questions we hear from technology providers and end-user organizations is about business transformation. Whether they are seeking to transform their own business or provide solutions
August 21, 2019
How CIOs Can Prevent Negative Business Engagement
by Betsy Burton I’ve been reading a few posts recently from CIOs and enterprise architects regarding their role in their organization. A few have commented that they equate their role as business or technology leaders t
August 15, 2019
Why Your Organization Needs A Digital Ethicist
by Betsy Burton Do you know who is making the tough ethical calls in your organization? The answer is everyone. As emerging technologies begin to go mainstream, they're enabling people across your organization to do thin
July 31, 2019
Aragon Market Survey: Digital Business Platforms and Applications
by Betsy Burton We just sent out the Digital Business Platform and Applications survey to about 27 providers, and while we are not looking to expand the field significantly, we don’t want to miss someone who may be de
July 25, 2019
Promoting a “Digital Technology Platform” Is Misleading and A Mistake
by Betsy Burton Every once and a while, I read or hear an industry analyst or technology provider talk about a “Digital Technology Platform” or a “Digital Business Technology Platform” and, I’ll admit, it make
July 17, 2019
The Next Evolution in Customer Experience (CX)
by Betsy Burton I recently spoke with a large manufacturing organization that was working on a technology-enabled strategy to manage its customer experiences across their organization. The company had multiple different l
June 26, 2019
Digital Platform Market Bifurcates Into DBP and Solution
by Betsy Burton As Jim Lundy and I have started working toward an update to our Digital Business Platform Globe, we are finding that most technology providers say that they have some form of a “digital platform.” Th
June 12, 2019
“We Have A Business Strategy, But…”
by Betsy Burton "We have a business strategy but you're not allowed to see it." If I had a dime for the number of times that a business or IT leader told me that this was the response from their executives or strategy
May 15, 2019
Hiring for Diversity is Great, But Inclusion Is Required
by Betsy Burton During Aragon Research’s Transform Tour in Boston a few weeks back, we held a Women in Technology panel. It was an interesting panel during which the participants spoke about their roles, what it means
April 25, 2019
Are We Turning Off Our Brains in Favor of Emerging IT?
by Betsy Burton We had a very interesting discussion today in the Aragon research meeting that got me thinking about how much have we or should we be depending on information-based emerging technologies (such as AI, pre
April 8, 2019