October 30, 2017
Author: Craig Kennedy
September 26, 2017
Understanding Three Prevalent Types of Customer Centric Cultures
By Jim Sinur (Aragon Research) – What does a customer centric culture really look like? This blog will explore three major types of customer centric cultures: community based, chameleon based, and commodity based. A
September 19, 2017
Making the Case for Customer Journey Mapping: Two Approaches
By Jim Sinur (Aragon Research) – Some organizations believe investing in customer journey mapping includes buying technology—to assist in creating and maintaining the best customer journeys for a variety of custom
September 13, 2017
Genpact Acquires TandemSeven; Prepares for Digital Transformations
by Jim Sinur View a PDF of this First Cut. Summary: On September 7th, 2017, Genpact announced the intent to purchase TandemSeven for an undisclosed price. Event: Genpact announced that it is buying TandemSeven,Three Key Success Factors to Transform Your Customer Experience
By Jim Sinur (Aragon Research) – Are you proud of your customer experience? Most top executives are not! According to a recent Harvard Business Review Analytic Services study with in-depth interviews involving 68
September 6, 2017
Three Ways to Future Proof Your Customer Experience
By Jim Sinur (Aragon Research) – In this competitive digital marketplace, it's becoming more and more difficult to obtain 'customers for life.' In order to maximize the lifetime value of a customer, you have to be p
August 29, 2017
The Secret to Creating Excellent Customer Journeys
By Jim Sinur (Aragon Research) – Does your organization designate the touchpoints around how your customers should interact with your systems and your employees? While this approach is common among enterprises, i
August 23, 2017
How Demolishing Silos Will Improve the Customer Journey
By Jim Sinur (Aragon Research) – Every organization practices some degree of labor and skill specialization because of the limits of what people can do, what organizations of people can do, and system constraints. T
August 16, 2017
Leverage Robotic Process Automation Bots and BPM for Success
By Jim Sinur (Aragon Research) - Today, Robotic Process Automation (RPA) bots hold the exciting promise of replacing low level tasks initially and assisting human activity in the future. At the same time, Business
August 9, 2017
Three Ways to Use Robotic Process Automation in Your Enterprise
By Jim Sinur (Aragon Research) – Hiring consultants or temps has been a proven way for enterprises to add additional support to address workplace challenges, problems, or to balance out the workload. Today, enterprise
August 1, 2017
Three Major Types of Intelligent Bots to Use Now and in the Future
By Jim Sinur (Aragon Research) – Organizations have a number of sources for productivity, but bots look to be one of the most promising. While customer service-friendly bots are often the first off the launchpad, the
July 25, 2017
Three Types of AI to Leverage at the Customer Experience Level
By Jim Sinur (Aragon Research) - In the race to become a fully digital business, organizations have been taking advantage of better emerging methods and technologies applied to customer interactions, operational pro
July 19, 2017
Three Ways to Better Approach Digital Transformation
By Jim Sinur (Aragon Research) - It's time that organizations step it up when it comes to digital transformation - in ways that are not only beneficial to the internal organization, but to customers and partners as w
June 13, 2017
PegaWorld: Digital Transformation Is About Incremental Transformation
By Jim Sinur (Aragon Research) – The theme at this year's PegaWorld was "Be Future Empowered," which goes beyond the "built for change" theme—Pegasystems is suggesting that it supports any new and emerging cloud o
June 1, 2017
Digital Business Platforms Support Better Customer Experiences
By Jim Sinur (Aragon Research) – Google search the 'top ten technologies' and see what you find. I did and found that the digital business platform was on nearly every list. When I coined the term in October 2015, li
April 24, 2017
Focusing on Digital Transformations: bpmNEXT 2017 Recap
By Jim Sinur (Aragon Research) – Process is a key part of Digital Transformations, and this was a clear theme at this year's bpmNEXT in Santa Barbara, California. The conference saw industry experts, vendors, and co
March 30, 2017
Process and Workflow Disrupt Traditional BPM Market
By Jim Sinur (Aragon Research) – It seems that the BPM gurus are lamenting that the traditional BPM market is not growing at an explosive rate. These experts are debating what to rename the BPM market all the while pro
March 22, 2017
IBM InterConnect 2017: IBM Flexes Its Understanding of Digital Demands
By Jim Sinur (Aragon Research) – "It's not about just changing the way we deliver IT; it's about the next era of business. It will allow all of us to do things we have never been able to do." This was the main mes
March 13, 2017
What You Missed At Google Cloud Next 2017
By Jim Sinur (Aragon Research) – There were literally lines wrapped for blocks around the Moscone Center West in San Francisco as 10,000 folks tried to get registered and seated for the first day's general session at G
March 8, 2017