Customers are increasingly demonstrating that they will not settle for subpar experiences. On the other hand, brands that deliver excellent customer service build trust, according to new research. And 80% of customers who experience great support will recommend the company to others. It’s not surprising that customer service has such a strong influence on loyalty,…
Customer demand for passwordless authentication has grown exponentially since smartphones first began offering built-in biometric readers. While we all crave a less complicated login experience, the average consumer has been clamoring for it for more than five years. In fact, Mastercard sponsored an Oxford University study of consumer sentiment that discovered just that. A staggering…
As organizations grow, functions that started as one person’s job get split across multiple organizational units and multiple executives, often without thoughtful planning. Specialization enables experts to dig deep into each job but creates several problems: A lack of a single accountable executive (or worse, having multiple executives, each of whom manages part of the…
By Milan Shetti, CEO Rocket Software Technologists and industry pundits love to declare technologies “dead.” One of those technologies is the mainframe which, for so long, has been the backbone of enterprise businesses. So, how about it: is the mainframe dead? Rocket Software set out recently to answer that very question – and the answer…
Axel Winter, Chief Digital Officer of Siam Piwat, joins James Henderson for CIO Leadership Live in ASEAN, produced by CIO.com and Foundry. Axel explains the importance of culture in driving company-wide transformation and offers an unfiltered take on why the enterprise struggles to replicate highly innovative start-up environments. Watch this episode: #id62865ce6e78f2 .jw-wrapper::before { content:…
You contracted a builder to construct a new house on land you acquired, and he says it’s ready for you to pack up your stuff and move in. Upon inspection, you realize that the doors have a single deadbolt lock, windows on the first floor are easy to remove, and they haven’t installed the video…
What is enterprise service management? Enterprise service management (ESM) is the practice of applying IT service management (ITSM) principles and capabilities to improve service delivery in non-IT parts of an organizations, including human resources, legal, marketing, facilities, and sales. ESM aims to make it easier and more efficient for companies to deliver and support employee…
Alternative data sources are now embedded in the business processes of enterprises across a range of sectors. According to a 2022 survey by law firm Lowenstein Sandler, 92% of investment organizations, from hedge funds and private equity to venture capital, are using alt data to a moderate or significant extent to inform decision making. Respondents…
CIOs often make mistakes when working with consultants. I pointed out three of them in my last installment. There’s a fourth that’s potentially more serious than these three combined: failing to take advantage of the consultant’s edge, either by engaging them or by making their edge your edge. True story: My consulting team, engaged to…
Despite ongoing efforts to hire more people of color and women in tech roles, organizations are struggling to retain that talent. In large part, this is due to organizations not having an inclusive culture in the first place. A Diversity in Tech 2021 U.S. Report by Wiley found that half of surveyed respondents reported leaving…