Tag Archives: customer experience

The End Game for Collaboration #FutureofWork

Innovation comes from giving teams space, some constraints, and a bit of time pressure

Author:  | CIO

The long history of business IT has been one focused on efficiency and optimisation. From the early days of computing power being used to help food manufacturers to crunch numbers, enterprise technology has been focused on automation and process improvement. The CIO has been, as one of my old bosses used to put it, “Director of Gross Margin”.

But today the game is changing. IT is upending many sectors, and even those that are structurally immune to being Ubered are seeing significant shifts in customer expectation as everyone raises their digital game. And here lies the central challenge for IT: to be able to both optimise and innovate.

In my work at the moment there appears to be one area where this transformation is starkly in relief: the world of collaboration.

Collaboration means people working together. It also means a category of software product. And IT groups need to be extremely cognisant that not only does the latter not guarantee the former, but also that teams that are able to collaborate effectively (not just efficiently) are crucial to an organisation’s ability to innovate.

You don’t innovate through optimisation of processes. You don’t, crucially, get insight from poring over masses of data – much psychological and neurological research shows that true moments of insight are most likely to be triggered when the brain isn’t thinking “logically”. Innovation, as soft and as woolly as this will sound, comes from giving teams space, some constraints, and a bit of time pressure. Good tools to support that can then help.

Think about that when you are next reviewing a business case for collaborative tools in your organisation. What’s the story? Is it one of efficiency and person hours saved? One of cost effectiveness in infrastructure? If your organisation is driving purely for efficiency, then great. But if innovation is on your agenda, collaboration itself should be seen as a crucial lever, and so effectiveness should be as big a goal (if not eclipsing) efficiency targets.


Catherine Stagg-Macey at CIO will be speaking at the Future of Work Summit, taking place on the 24th November 2015, at the Amba Marble Arch (formerly known as the Thistle Marble Arch) in London. To hear from her and 25+ fantastic thought leaders in the FoW space, make sure you register for your FREE pass here.


“There is a danger that we can overlook the simple things”: Customer Experience interview, Charlie Casey, Barclays

Charlie Casey, Senior Customer Experience Performance Manager at Barclays, is speaking at Ovum’s 3rd Annual CX Forum, taking place in London on 8th October. We caught up with him to talk about customer experience and his hopes for the event.

What is the most important aspect of customer experience management from your perspective?

There is a danger that we can overlook the simple things.  This starts with taking ownership of what the customer wants.  If that happens everything else falls into place on the back of the trust you have built with the customer.

What does The Customer ‘look like’, going into 2014?

The customer has choice and they can select the channel of engagement that meets their needs.  They are well informed and know where to look for further information.  They will (rightly) not tolerate poor service and they will tell others when those expectations have fallen short.  They value great service but in their eyes they don’t often receive it.

What do you hope to learn at the CX Forum?

You learn so much just by listening to what is on the minds of other organisations.  Whilst many of the challenges will be similar there are always fresh ideas and innovative approaches for looking at situations.  You always learn something new.

What will you be covering in your presentation?

I will be joining the panel discussion on voice of customer and customer feedback and some of the points on my mind include the level of response rates; how we reach the silent majority and maximising all the channels that collect feedback.

Enterprise end-users can claim a complimentary pass for CX Forum, and gain insights into Ovum’s latest research on the Customer Adaptive Enterprise. Get your pass here.

Get the latest Business Process Management insight from Oracle and Ovum

Oracle, Platinum Sponsors at Ovum’s 5th Annual Business Process Management Forum, have shared some insight with us, and by extension, you, on the topic. This is right up-to-the-minute, insightful stuff, so download the whitepapers and register for the webinars today. There is more information here, and below.

The Business Process Management Forum is a must-attend event for professionals engaged in BPM, for the following reasons:

  • Learn all about how BPM helps organizations become more agile and effective by enabling them to better understand, manage and adapt their business processes
  • BPM is Ovum’s longest standing event and is now in its 5th Year
  • With 25+ speakers in one 2 streamed information-packed day, be inspired by the thought leaders in BPM including GKN, Barclays Bank, Centrica, Co-Operative Bank, TNT, Balfour Beatty, Great Ormond Street Hospital
  • Access in-depth business intelligence from Ovum’s expert analysts. 2 of our most senior and specialised BPM analysts will present and host discussions, and you can also book a session with them in the analyst clinic
    • Maxine Holt, Practice Leader, Software – IT, Ovum
    • Gary Barnett, Principal Analyst Ovum
  • Network amongst peers and industry visionaries. We will help you arrange unlimited pre-scheduled one-to-one business meetings either via our speed networking sessions or our networking app, maximizing your chance of doing real business at the event
  • All of the above is free to IT decision-makers
  • Meet leading suppliers and source practical “how to” advice in our exhibition

The Oracle BPM resources are as follows:


Whitepaper: Transforming Customer Experience: The Convergence of Social, Mobile and Business Process Management

Business processes are at the heart of what makes or breaks a business, as well as what differentiates it from the competition. As organisations strive for greater efficiency and effectiveness, they create or adapt technology to fill their needs. BPM, Social, and Mobile technologies are helping to drive a fundamental business transformation.

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Whitepaper: The New Business Imperatives: Social, Mobile and Cloud

In order for organisations to use a mix of private and public cloud services, an effective integration is needed for a secure hybrid cloud environment This white paper will explain how a unified strategy that will enable you to deliver both on-premise and cloud-based services through a single cohesive platform

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Webcast – New Directions with Business-Driven BPM

This webcast highlights the new functionality of Oracle BPM Suite: making processes more consistent, eliminating brittle customisations, enhancing the visibility of business transactions across applications, extending applications to social and mobile capabilities, and improving user experience by streamlining navigations.

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Webcast: Extend Your Applications with Oracle Business Process Management

Watch this webcast and demo to learn how Oracle BPM Suite helps you unlock your applications that are stuck in silos, better manage end-to-end processes that span multiple applications in multiple departments, and work more collaboratively.

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Ovum names Microsoft, Oracle, Salesforce.com, and SAP as market leaders in the CRM market as organisations continue to invest

Find out about Jeremy Cox’s latest research on the Customer Adaptive Enterprise at Ovum’s CX Forum, taking place in London this October. What’s more, end-user IT professionals can claim a free pass for the event.

Although customer relationship management (CRM) is a mature market from an enterprise perspective, many organizations across all sectors and regions of the world continue to invest in CRM systems, says global analyst firm Ovum. Some organizations are already into their third or even fourth deployments.

In its latest evaluation of CRM solutions, Ovum found that organizations that have made great strides in creating a seamless customer experience are now looking further ahead to what Ovum refers to as the customer-adaptive enterprise (CAE). Such an organization has highly acute peripheral vision and can sense and respond rapidly to changes in customer demand and adapt at the right frequency to remain persistently relevant to its customers.

“Continuous, timely, and relevant innovation is the hallmark of such an organization,” explains Jeremy Cox, principal analyst of Software – Enterprise Solutions at Ovum. “Any transformational CRM vision, whether focused on the customer experience or CAE, requires a portfolio of applications that work seamlessly together to enable anyone in contact with the customer to deliver context-aware, relevant information.”

Ovum identifies Microsoft Dynamics CRM, Oracle Siebel CRM, Salesforce.com, and SAP CRM as the market leaders. These solutions are comprehensive, suitable for a broad range of large enterprise requirements, and are widely recognized and successful in the CRM market. Two of the solutions in the leader category – Microsoft Dynamics CRM and Salesforce.com – are eminently suitable for the mid-market. Meanwhile, Oracle Siebel CRM features a deep industry sector-specific expertise (e.g. pharmaceutical organizations where specific sales processes are supported, such as e-detailing).

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The Customer-Adaptive Future

Accelerated disruption can provide new opportunities for enterprises that become customer-adaptive

Download the report extract here, and you can find out more about Ovum’s vision for the Customer Adaptive Enterprise at CX Forum, taking place in London on 8th October 2013.



Accelerated disruptive change and margin-eroding commoditization are now the norm. Power has shifted to the digitally connected customer, and old business models, such as command-and-control management approaches and systems, designed for a more predictable environment, are fast becoming redundant. This drives the need for a deeper and broader enterprise-wide perspective of the customer, not just the customer-facing parts of the organization.

CRM has been greatly misunderstood and has failed to live up to its promise, and customer experience management (CEM) as a response to commoditization only provides part of the answer to a lack of differentiation. As Matthew Key, CEO and chairman of Telefonica Digital recently stated in The Times: “disrupt your model fast before somebody else does it for you.”

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Today’s environment presents major opportunities for enterprises that have the vision to raise their sights and their games to become customer-adaptive. Conversely, those that fail to step up to these challenges risk losing market share or, worse, extinction. One only has to look at the recent fortunes of RIM and Nokia in the mobile market to realize the dangers of missing the signals of disruptive change.

A customer-adaptive enterprise (CAE) has highly acute peripheral vision and is driven by a desire and strategic intent to create and deliver value and be persistently relevant to its customers. This is achieved not only by delivering a superior customer experience, but also through continuous innovation born of deep insight into the customer’s context. These advanced organizations have the ability to actively seek out and sense the changes in the forces impacting customers’ behaviors, wants, and needs, and have the cross-enterprise execution capabilities to act and adapt at speed.

Ovum believes that the means to achieve this level of organizational coherence and orchestration are in the hands of CEOs intent on this path. What may have seemed fanciful or beyond capabilities just a few years ago can now be enabled by harnessing and working with the “grain” of judiciously applied disruptive and innovative technologies, rather than being their victim. However, before looking at technology, there are certain key principles and organizational attributes that need to be in place. There are also classes of technology that can enable this more dynamic and customer-driven environment, including some that are emerging (and which have been the subject of Ovum “On the Radar” assessments).

The customer-adaptive enterprise provides a strategic context within which to make sense of disruptive technologies and evolving customer behaviors.

Ovum’s aim in this report is to help enterprise clients navigate the disruptive environment by stimulating cross-enterprise debate and choosing the most appropriate path for their organization. Each is likely to be unique, but founded on principles exhibited by some of the more evolved enterprises examined here.

Find out more…