Results

CEN Member Chat: Data, Analytics, and the Internet of Things

CEN Member Chat: Data, Analytics, and the Internet of Things

Dr. Natalie Petouhoff, Constellation Research VP & Principal Analyst, covers Data, Analytics, and the Internet of Things and spells out how to avoid a blind spot. Disrupt or be disrupted.

Marketing Transformation Next-Generation Customer Experience Chief Customer Officer Chief Marketing Officer Chief Digital Officer On <iframe src="https://player.vimeo.com/video/175279371" width="640" height="360" frameborder="0" webkitallowfullscreen mozallowfullscreen allowfullscreen></iframe>
Media Name: cen-member-chat-npetouhoff-jun-2016.png

CEN Member Chat: The State of Security

CEN Member Chat: The State of Security

Steve Wilson, Constellation Research VP & Principal Analyst provides in-depth views on the state of security and where it should be to keep astute leaders informed. He provides this after highlights on Constellation Insights offered by Chris Kanaracus, Constellation Research Managing Editor. 

If you are not a Constellation Executive Network member yet, join our analysts in this private community to talk shop and solve business problems in real time. 

Digital Safety, Privacy & Cybersecurity Chief Information Officer On <iframe src="https://player.vimeo.com/video/174878639" width="640" height="360" frameborder="0" webkitallowfullscreen mozallowfullscreen allowfullscreen></iframe>
Media Name: cen-member-chat-security-swilson-052016.png

CEN Member Chat: Democratizing Big Data, BI, and Analytics

CEN Member Chat: Democratizing Big Data, BI, and Analytics

Doug Henschen, Constellation Research VP & Principal Analyst, shares his deep knowledge of Hadoop, examples of various industry use cases, and covers his latest research report after Chris Kanaracus reveals Constellation Insights' highlights. 

Data to Decisions Chief Information Officer On <iframe src="https://player.vimeo.com/video/174758308" width="640" height="387" frameborder="0" webkitallowfullscreen mozallowfullscreen allowfullscreen></iframe>
Media Name: cen-member-chatdhenschen-jul-2016.png

SuperNova Award Deadline August 8, 2016

SuperNova Award Deadline August 8, 2016

The deadline for the 2016 SuperNova Awards is August 8, 2016. In its sixth year, the Constellation SuperNova Awards will recognize nine individuals who demonstrate true leadership in digital business through their application of new and emerging technologies.

We’re searching for leaders and teams who used disruptive technolgies to transform their organizations. Special recognition will be given to projects that seek to redefine how the enterprise uses technology on a large scale.

3 Steps to Apply for a SuperNova Award:

1. Download the SuperNova Award application. Click here. Once completed, copy the text directly from this application into the webform in step #3. 

2. Create a Constellation Research account

3. Submit your application by August 8, 2016. Submit applications here.  

More resources 

Application tips

About the 2016 SuperNova Awards

Last year's winners

 

Data to Decisions Digital Safety, Privacy & Cybersecurity Future of Work Marketing Transformation Matrix Commerce New C-Suite Next-Generation Customer Experience Tech Optimization Innovation & Product-led Growth Supernova Awards AR Executive Events

Who are the IoT Global Pack Leaders? And how does their background and existing expertise bring to their IoT market offerings?

Who are the IoT Global Pack Leaders? And how does their background and existing expertise bring to their IoT market offerings?

IoT as a term defines a ubiquitous state of Internet connectivity, resulting in new forms of data driving interactions that create new competitive Business value. As is usually the case with innovative, transformation technologies, Startups have initially led the way in creating new products, markets and business cases across a wide spectrum of deployments. Now increasing market maturity as allowed a range of global corporations enter the IoT market and make their presence.

The eighteen companies listed below are World recognized market leaders in different business sectors; now they are direct competitors for a part of the overall global IoT market place. Each is using their present markets, experience, and customer base to define their IoT ‘go to market’ strategy. The resulting differences in their offerings are benefiting buyers by increasing the breadth of IoT solutions available.

IoT sensing, together with the business solution requirements for data analysis and ‘real time’ smart services are a broad technology capability that can be applied in many different scenarios. However current business cases for deployment currently usually focus on one of the following three core improvements and in turn that tends to emphasis one particular technology product approach. As an example People working outside the office ‘on the road’ would usually be reliant on ‘mobility’ as a core IoT solution feature.

Three Core Business Justifications for IoT Deployment

People who benefit from being provided with remote ‘real time’ sensing information. As the costs of sensors and network connections have continued to drop even simple schemes to stop merchandisers from making wasted journeys to vending machine contents pay off. More sophisticated deployments allow preventative maintenance to make a substantial difference to Service Engineering operations. Hotels can even ensure that Guests will enjoy fully operational facilities whilst the hotel operator can optimize costs for providing hot water, making a double gain of customer satisfaction and operational cost reduction!

Machines can have their individual performance improved, or can work in coordination with other machines more efficiently. Railway locomotives, even Farm Tractors and their attachments, now use sensors for customized operational optimization. Dynamic, responsive management of complex operations is starting to transform some industry sectors from Products into ‘Services’. At the other end of the scale simple building sensors control reflex reactions to the heat of the sun, or ensure empty parking spaces are made visible to Smart Phone Apps.

IT Systems benefit from the addition of ‘real-time’ data to their existing historical data both for direct inputs to Enterprise Applications, and to offer previously unknown data with new insights to existing Analytics. The comparison between the planned and recorded activity with the dynamics of actual events is transforming ERP capabilities in areas such Logistics, Manufacturing, or Retail. CRM and Big Data Applications often discover radically change perceptions through the previously unforeseen ‘insights’.

Value Proposition with the associated Business Case justification are by their nature highly focused, but as more and more IoT deployments take place in an enterprise then a variation of Metcalf’s law in respect of the multiplication in the value of each individual sensors data correlated with the overall picture becomes apparent. At this point it also becomes clear that the separation around People, Machine and IT Systems is now a barrier, and that a new generation of Enterprise wide function and capabilities is becoming established that requires the integration and free flow of all Enterprise IoT data.

The dangers of initial separate Buying decisions resulting in medium term Enterprise incompatibility is very real as an example using the procurement of a Building Management System and the implications makes clear.

Diagram; The inner ring of the three major initial business drivers is matched to the outer square of four boxes that contain the four capability backgrounds from which Global Corporations now contesting for a share of the IoT market are drawn. The heading ‘Services and Technology’ is less obvious than the other three and is used to describe corporations such as Amazon, Google, Microsoft, or Salesforce all of whom are competing from the provisioning of new Technology Services.

The diagram makes clear the likely, familiar relationships that will drive many enterprise buyers to towards established relationships; IT Systems buyers and Enterprise Application suppliers; Machine buyers and Industrial Systems Suppliers, both being obvious pairings. Mobility deployments have also created a certain degree of a relationship between People buyers and Telecoms suppliers, whilst ‘Services and Technology’ has the advantage of driving innovative initiatives offering a broader value to any of the buying propositions.

Exploiting existing relationships for synergistic advantages usually advantageous as long as a clear vision is maintained to ensure enterprise wide ubiquitous capabilities can be developed from the initial highly focused deployments.

It is possible to identify eighteen well known major Global Corporations that have made a significant commitment to IoT and entered the market with strategically designed products as a part of an identified business solution. There are well known names with IoT products that have not been included either because they are not a Global player even though their contribution is significant, or their strategy commitment is not clear.

There are some outstanding suppliers at a national level, such as KPN, the Dutch Telecom, who has rolled out LoRa IoT services with coverage across the whole of the Netherlands in a clear strategic commitment to the IoT market. And of course there are smaller innovative suppliers whose products may be critical success factors in Enterprise solutions. It is difficult to compile a listing to cover the diversity of this element of the IoT market. Therefore the following listings are limited to eighteen of the best known Global Corporations categorized by existing major sectors and experience, and presented alphabetically in each category.

  

Seven Players from the Services and Technology Markets;

Amazon Web Services

Cloud Services are a natural partner for IoT Services, and Amazon Web Services Internet of Things platform brings together a range of AWS services from computational and storage through to more specialized dataflow streaming and insight analysis capabilities 

Google

Has moved strongly into consumer IoT based Smart Services acquiring Home Automation leader  Nest and its installed customer based from which to expand into all aspects of the consumer IoT market. Enterprise Business strategy is less clearly differentiated around expanding Cloud Services to support IoT and the planned expansion of an IoT orientated fiber optic network across cities and business zones.

Intel

All IoT devices need processor chips, but Intel see the importance of the processor to embed IoT requirements from network types to security management. Intel has introduced specialized products such as the Quark for small-form factor appliances demanding low power computation, through to extensions to Atom range including rich graphic rendering aimed at interaction through pictures and graphics.

Microsoft

Listed under Services for its non IT enterprise application focused introduction of Azure based Services including an IoT Suite with a sophisticated and integrated set of functions; IoT Hub connection, event notification service and device management; streaming analytics service combined with machine learning; and linked Business Intelligence. Microsoft aims to add to its existing preconfigured IoT templates to broaden technology and business solutions.

PTC

Though previously identified as a supplier of modeling software and product lifecycle management (PLM) tools PTC has moved to become an IoT player through strategic acquisitions. A comprehensive solution approach combines ThingWorx, an IoT application development platform; Axeda, a cloud service for managing connected devices and processing machine-to-machine data; and Coldlight, a machine learning/artificial intelligence platform for analyzing data.

Salesforce.com

With a clear focus maintained on improving all aspects of the customer / sales engagement Salesforce.com sees IoT as being able to bring new insights to learn how customers react and behave with connected products. Salesforce.com has added IoT Cloud, a real-time processing engine named Thunder and extended Lighning to ensure that IoT is fully integrated into all aspects of Salesforce Services.

Qualcomm

In its normal role as a Semiconductor company Qualcomm has introduced a series of IoT-optimized chips named SnapDragon, that offering a variety of connectivity services and platforms. Qualcomm has acted boldly in the Software market place by taking a leading role in the Open Source AllJoyn project aimed at creating open source protocols for IoT devices.

  

Four Companies from Telecoms and Networks sector;

AT&T

The functionality of the AT&T broadband network and M2X, cloud-based data storage service has been extended with Data Flow, a specialist development portal for building IoT applications. AT&T is aiming to provide ubiquitous capability for mobile devices and states an aim to have 10 million vehicles/objects connected through its Broadband network by 2017.

Cisco

With its huge installed base and range of networking products Cisco predicts that it will be connecting up to 50 million IoT devices by 2020. Extended network IoT services range from specialized Gateways and Management to the concept of Fog Computing. This specialized IoT decentralized architecture moves data collection, storage and analysis to the network reducing network traffic and improving response times.

Samsung

As a major supplier of consumer devices Samsung states it will aim to make its range of phones, appliances, televisions, as well as industrial products all Internet connected by 2020. Samsung is also developing a range of ARM chips for its devices, together with a library of APIs to encourage the overall growth of the IoT market.

Huawei

To build on and extend their traditional market into IoT presents Huawei has launched LiteOS a micro operating system for IoT as well as joining various industry groups on standards and Open Source. Huawei believes it is well placed to be the IoT market leader in Asia as well as a powerful player in the US market.

 

Four Industrial Automation Leaders

Bosch

A prime European leader with commercial and consumer operations plus a specialization on Automotive boosted in its home market by the German car industry. Enterprise software. Less well known as a supplier of certain types of Enterprise software with IoT Cloud based data management, Bosch is also a key supporter of the European driven Internet 4.0 initiative.

GE

The prime force behind starting the US based ‘Industrial Internet of Things’ movement aimed at optimizing connected machines for manufacturing based on a huge amount of experience in Industrial Automation. GE has a very strong vision of a software driven future with IoT data integrated through Predix, GE’s advance ‘smart’ cloud-based data and analytics service that has a number of substantial industry sector transformations as case studies.

Hitachi Data Systems

HDS, the technology arm of Japanese industrial conglomerate Hitachi, and is partnering with Intel for IoT machine and industrial equipment capabilities whilst developing its own cloud-based platforms to collect and analyze IoT data. HDS believes it brings a unique combination of industrial hands-on equipment and back-end technical services to the IoT market place.

Siemens

Best known for medical equipment though a broad German conglomerate involved in a wide range of markets and products all of which could be interconnected for new value by using IoT. Siemens is using fellow German corporate SAP for its Data and Business Analysis tools, though it is developing new software for IoT under the name of the “Web of Systems.”

 

Three Companies wishing to add IoT to Enterprise Applications

Dell

The emerging IoT market is seen as an opportunity to move into ‘Integration and Services’ business as well as add IoT to its traditional enterprise hardware products. New products add endpoint connectivity for IoT devices plus back-end storage and analytics platforms for the management of IoT data. A strategic partnership with Intel resulted in a joint IoT Executive demonstration facility near San Francisco.

IBM

IoT means more Data to drive smarter services and reaction to IBM with its investments in Watson “Cognitive Reckoning”. Watson is intended to provide a cohesive integrated environment covering all aspects of IoT from cloud-based development and operating environments/services for Apps and Services including specific packages for various industry sectors.

Oracle

With the introduction of IoT Cloud and Services prepackaging for workflows services Oracle aims to make its databases and enterprise applications part of an integrated platform. The addition of IoT data input for SQL, NoSQL and Hadoop databases links Oracle Sales cloud, Service Cloud and CRM into the IoT environment. 

New C-Suite

Democratize the Data Lake: Make Big Data Accessible

Democratize the Data Lake: Make Big Data Accessible

Is your Hadoop-based data lake more like a swamp? Here’s a look at two camps of vendors in the Hadoop ecosystem that are bringing order and accessibility to big data.

The good news is that 10-year-old Hadoop is maturing quickly. The bad news is that many companies are still struggling to get beyond pilot projects and support many applications on this new data-management platform. That's why I wrote my latest report, "Democratize Big Data: How to Bring Order and Accessibility to Data Lakes."

First, let’s consider the industry leaders that are doing great things with data lakes, drawing on examples from the recent Hadoop Summit:

In financial services CapitalOne has been making waves this year, appearing at multiple events to talk about its Hadoop and Spark-based fraud-detection and its big data analytics, streaming and security work.

In retail Macy’s embraced Hadoop more than five years ago to power insights for Macys.com. Today it’s doing more sophisticated cross-channel analysis, driving personalized promotions encouraging online customers to shop in stores and in-store customers to obtain out-of-stock and online-only items at Macys.com.

In manufacturing Ford relies on Hadoop for connected car capabilities. Ford does filtering and decision-making at the sensor and car level while uploading crucial data points for centralized insight and analysis. For example, FordPass app users can remotely check their car’s fuel level, location and diagnostic error codes, but detailed data used by service technicians remains in the car’s black box.

In insurance Progressive has been a pioneer of usage-based pricing with Progressive SnapShot. The company has more than 15 billion miles’ worth of driving data in a Hadoop-based data lake, but it can drill down and offer discounts to individual policy holders based on factors such as their total miles driven, nighttime driving, and speed and breaking habits.

These examples are inspiring, but behind every breakthrough there’s been a lot of hard work. And many fast followers are still struggling. Here’s a recent sampling of criticisms I’ve heard from Hadoop users:

  • The VP of platforms and architecture at a digital marketing at advertising company said, “better data governance is the number-one priority on our Hadoop wish list.”
  • The director of analytics at a logistics firm said “Hadoop was messy on the data-lineage end. We spent months working out the details for data ingestion.”
  • A BI solutions architect at an aerospace firm said “We have three people working with Hadoop, but we have more than 150 business users who need access to the data. I’d like to see better ease of use for business users.”

These and other comments led me to publish my latest research: Democratize Big Data: How to Bring Order and Accessibility to Data Lakes.” The report explores three areas where commercial vendors are filling gaps in the Hadoop stack: data management and governance, data cataloging and metadata management, and data discovery and self-service data prep.

These three gaps are being filled by  two camps of vendors that are complementing what’s available in Hadoop. Incumbent data integration vendors focusing on the data lake include IBM, Informatica, Oracle, Pentaho/Hitachi, SnapLogic, Syncsort and Talend. Next-generation vendors that have emerged in the big data era include Alation, Collibra, Datameer, Podium Data, Paxata, Trifacta, Tamr, Waterline and Zaloni.

Both camps are bringing automation and repeatability to data lake management and governance. They’re also making the contents of the data lake more accessible and many are abstracting users from the complexities of manual coding in Pig, Hive, Spark and other open source components.

As the report explains, a data lake is not a replacement for a conventional enterprise data warehouse, but many data-processing and data-analysis workloads are shifting to this new platform. The choice among incumbents and next-generation vendors depends on the specifics of your deployment. The report offers vendor-, category- and capability-specific descriptions and selection criteria as well as big-picture advice on setting your analytic direction. Here’s a peek inside the table of contents:

  • Executive Summary
  • Broader Access Drives Insights and Actions
  • Hadoop Emerges as a Corporate Standard
  • Data Lake Success Demands a Mature Approach
  • Seek Ease of Use, Repeatability and Automation
  • Look to Next-Generation Vendors to Fill Data Lake Gaps
  • Consider Incumbents for Broader Needs
  • Recommendation: Target the Center of Analytical Gravity
  • Recommendation: Consider Consultants and System Integrators
  • Takeaways: Prevent Data Swamps and Make Big Data Accessible

Click here to download an excerpt of the report.

Related Reading:

Hadoop Summit 2016 Spotlights Enterprise Innovation, IoT Use Cases
Hadoop Hits 10 Years: Growing Up Fast
Cloudera Takes to the Cloud, Highlights Industry Use Cases


Data to Decisions Tech Optimization Chief Information Officer Chief Digital Officer

Democratize Big Data

Democratize Big Data

Hadoop emerges as the corporate standard for big data management, but success depends on governance, cataloging, and accessibility. This report examines two camps of vendors in the Hadoop ecosystem that are bringing order and accessibility to big data. Read "Democratize Big Data: How to Bring Order and Accessibility to Data Lakes"

Data to Decisions Chief Information Officer On <iframe src="https://player.vimeo.com/video/174656788?badge=0&autopause=0&player_id=0" width="1280" height="720" frameborder="0" title="Democratize Big Data" webkitallowfullscreen mozallowfullscreen allowfullscreen></iframe>

The Privacy Shield is real - the CxO repercussions

The Privacy Shield is real - the CxO repercussions

Earlier this week the EU Commission approved the Privacy Shield regulation, that is to replace the now invalid Safe Harbor agreement. With the notice being sent to the EU member states, the agreement is in place.
Important enough for privacy to take a look at this - don't miss my earlier posts on the invalidation (here) and the suggested Privacy Shield (here):

 


Not much time - here is the one slide summary:


 
 
More time? Read on:
 
The Privacy Shield agreement was necessary after the EU Courts invalidated the long term Safe Harbor Agreement between the USA and the EU. It was proposed back in February of 2016 and is now in place with few days to spare. In Europe privacy advocates and groups think that Privacy Shield is not going far enough, so the next court challenge is likely - but for now Privacy Shield is a valid agreement. 
 
What does it mean for CxOs?
 
No matter if looking at this from a people side, as CHRO or as a technology executive (CIO, CTO), the recommendation has to be clear, if an enterprise does business or plans to do business on both sides of the Atlantic:
 
 
  1. Plan / Operate local data centers:  Local data centers need to be in the near future, in case they are not yet a reality, as the only way to be compliant in the medium term.
     
  2. Separate Data / Access: The separation of data and access to data in these data centers needs to be looked at, be implemented and monitored. Expect BI / DataWarehousing etc. application to require a deeper look.
     
  3. Validate / Separate Applications: The next step will be to change existing applications - no matter if built in house or bought of the shelf, to make sure that the new modus operandi is followed and stays in place.
     
  4. Keep an eye on legislation: This will not be the last wrinkle, so CxOs should learn and not be taken by surprise (again?) by future trans-Atlantic privacy changes.
 

MyPOV

The good news for enterprises is regulatory certainty - for now. It's a good time to check internal applications on compliance and have a conversation with your SaaS vendors on compliance. If an enterprises does not have data centers on both sides of the Atlantic - it's time to get them in place, or long term write off the business on the other continent. We expect privacy regulation to keep evolving, actually on both sides of the Atlantic, with a new administration coming in the US this year. As always - start with the business acumen, and then tackle the hard parts, which is data center location and application and data segregation. The good news is - there are many data center vendors / IaaS vendors easy to get more utilization in their data centers. The bad news is - almost no SaaS vendor is ready for data separation, while allowing a legal global view, we expect it will take a few more quarters for vendors to step up to the challenge and support this in product. Till then (or new changes in transatlantic privacy) - stay tuned.   



Also follow up the view of my colleague Steve Lockstep on the topic and privacy in general here.
Find more coverage on the Constellation Research website here and checkout my magazine on Flipboard and my YouTube channel here. Oh yes and on Slideshare, here
Digital Safety, Privacy & Cybersecurity Chief Information Officer

DisrupTV: Disrupting Business Models with Strategic Customer Success Management

DisrupTV: Disrupting Business Models with Strategic Customer Success Management

Buying has changed, but selling hasn't. This is a big problem.

According to Michael Fauscette, chief research officer at G2 Crowd, 62% of B2B software buyers and end users will only contact a vendor’s sales team after they already made their purchasing decision. Yikes! How can competitive companies (potentially your business) even compete?

Increasing Power of the Customer

Customers are conditioned to look at reviews for making personal decisions. For Amazon’s Prime Day, for example, we look through the positive and negative reviews before buying a Roomba, Roku TV or other special deal. Or if we want to try a new restaurant, we jump over to Yelp to validate our decision. Fauscette explained that buyers want to get information from people that are like them. Relevance, timeliness and context are key to feeling confident about decisions.

Similarly for B2B and other technology purchases, G2 Crowd focuses on providing the right type of data and context for buyers and end users as they determine and/or validate their purchasing choices. They want to establish a real connection with other people from similar companies who are looking to solve the same types of problems. The increased value of crowdsourcing and brand advocacy requires companies to reevaluate their selling strategies based on the new mindsets of buyers.

Elevating Focus on Customer Success Management

As business models continue to shift, companies need to think differently about the way they sell. It’s no longer “sell and move on.”

Nick Mehta, CEO of Gainsight, discussed the growing need for effective customer success management (CSM) with the changing buying/selling relationship. Customers have a lot more power and information available to them than in the past - knowledge is power, right? Subscription-based companies are continually accountable for providing value to their customers, or they risk having customers sign with other companies when their subscriptions end.

The importance of CSM has evolved within companies, and now the CEO and board members are taking note of how to better implement and re-energize these programs. In addition to the key players on the CSM initiative, to scale and offer effective CSM, technology investments are key.

Changing Technology Evolving the Customer Experience

Dr. Natalie Petouhoff, vice president and principal analyst at Constellation Research, explained that companies are thinking more about how to use data to better serve and delight their customers, and are implementing technologies and trends, such as Internet of Things (IoT), to carry out these goals. With your product, you could leverage sensors to determine where, what, how, and when a customer uses it. This data creates the “algorithm of you (the customer)” and helps companies better understand their audiences to transform and build their services around what customers actually want.

At the end of the day, all companies should strive to make engagement and purchasing as frictionless as possible for customers. Long-term strategies should focus on this flow to keep the value and experience high. Dr. Natalie also highlighted the importance of saying “thank you.” For customers and employees, that message of gratitude can go a long way and make the difference in this fast-moving digital economy.

Check out the DisrupTV video below for the full interviews. Be sure to catch DisrupTV live every Friday at 11 a.m. PT on Blab.
 

DisrupTV Episode 0023: Featuring Michael Fauscette, Nick Mehta & Dr. Natalie Petouhoff from Constellation Research on Vimeo.

Implementing Customer Experience, Cloud, IOT or Any Technology Project? Why Will it Fail.

Implementing Customer Experience, Cloud, IOT or Any Technology Project? Why Will it Fail.

Obviously no one plans on implementing a project that will fail. However, statistics show that over the past 20 years a very large percentage of technology projects do fail to result in the business outcomes that they were expected to meet. The real issue is that leading change (implementing new technology, whether it be CX, transitioning to the cloud, IoT, etc…) is different than the role of leading in general. But this point is often overlooked or some leaders don’t realize how big a difference there is in leading change compared to their every day leadership job.

The reasons projects often fail and the need for orchestrating customer experience projects using organizational change management range from:

  1. Projects ran over budget, were late, or never completed.
  2. Projects were attempted more than once because initial efforts failed.
  3. Only a small part of the organization adopted the new processes or systems.
  4. When the project went live, critical business systems halted, causing loss of revenue, increased costs, dissatisfied customers and frustrated employees.
  5. Parts of the business (or possibly the entire organization) eventually reverted to the old way of doing things.
  6. The return on investment (ROI) and/or stated benefits were never realized.
  7. The project cost the business more money than it saved or generated.

 

Our research shows that there are seven steps for leaders of change leaders can use to be more successful.

Practice #1 – Understand the Business Case for Change

Practice #2 – Start with the Executive Team: Move It from Involved to Engaged

Practice #3 – Engage All Leaders and Prepare Them for the Journey

Practice #4 – Build a Broad Understanding of the Change Process

Practice #5 – Evaluate and Tailor the Change Effort

Practice #6 – Develop Adaptive Leadership Skills in Change Leaders

Practice #7 – Create Change Leadership Plans

Don’t become one of the statistics of failed projects. There are best practices that work.

@DrNatalie Petouhoff, VP and Principal Analyst, Constellation Research

Covering Customer-Facing Applications to Create Awesome Customer Experiences

Share

Next-Generation Customer Experience Chief Customer Officer