Digital Transformation

What it takes to provide best-in-class customer experience

By integrating marketing automation technology and customer contact center systems, companies get a 360-degree view of the customer experience (CX), allowing them to more easily improve it.

United goes digital to ease overbooked-flight aggravation

The airline's Volunteer Solicitation Program leverages automation, data analytics, and gamification to boost customer satisfaction when flights are overbooked.

Put digital transformation and data together: What do you get?

Beate Uhse aims to personalize the online sex shop

Once Germanyu2019s largest erotic products retailer, Beate Uhse hopes to make a come-back with a privacy-sensitive approach to e-commerce personalization.rn

RPA is poised for a big business break-out

RPA is poised for a big business break-out

Robotic process automation is driving efficiency at enterprises such as State Auto, Berry Appleman & Leiden, American Fidelity Assurance and other companies.

Unlocking innovation: Tips for transforming a risk-averse IT culture

A new book from Deloitte and MIT Sloan Management Review offers insights on how to cultivate a culture of innovation.

CIOs must play a key role in ecosystem strategies

Ecosystems have evolved as a method to bring new digital capabilities, among others, to businesses. As such, CIOs should have a strategic role in developing them.

A clarion call to ‘learn, unlearn and relearn’

Bringing new sources of energy to life at National Grid

National Gridu2019s digital strategy is all about developing frictionless processes to bring energy to customers safely, faster, and easier, explains Adriana (u201cAndiu201d) Karaboutis, chief information and digital officer.

Companies are gaining clarity about their digital vision

More executive committees say they understand how digital impacts their business strategy.