You don’t have to look far to find an expert in customer service—we’re all experts because we’re all consumers. That’s always been true, but the difference now is that consumer expectations have gone through the roof.
When the history books are written about 2018, one of the most important inflection points will be this: 2018 was the first year where consumer IT spending outpaced business IT spending.
Forty percent of CEOs today don’t stay with the same company for 18 months, and the average lifecycle for a CEO is about 18 quarters. Despite these statistics, I meet many people who want to be a CEO. But I don’t meet many who really
As companies move to the cloud, their need for support changes—but it doesn’t go away. The flexibility that is the cornerstone of software as a service (SaaS) has shifted how businesses think about leveraging their applications. Liberated from much of the patch-and-upgrade cycle of on-premises
The role of the CEO is far from easy—but the principles are surprisingly simple. To be successful, CEOs need to focus on three things: get the strategy right, get the operations aligned with the strategy, and get the people in place that will execute on
Artificial intelligence is quickly becoming a key component of new technologies, from social media to self-driving cars. Yet there’s a shortage of people with AI skills and expertise, and it may be years before the talent pipeline fills up. Fortunately, organizations don’t have to hire
Cloud computing is driving a transformative shift in how businesses operate. As a result, many people toss the term cloud around loosely. But there are so many different categories of cloud software that, by itself, it’s not a really meaningful term. To understand where businesses
2017 is shaping up to be the year of the security breach (just like 2016, 2015, and so on). Equifax lost financial data on 145.5 million people—leading to the now-former CEO having to answer tough questions in front of Congress. We also learned that hackers
Innovation-starved companies stuck in today’s slow-growth economic environment can look forward to better days ahead, because tech spending is going to pivot quickly to unleash their full potential in ways that many executives don’t yet realize.
Reach a certain age or managerial level and you hear this a lot: “Those millennials…” It’s usually followed by a predictable and exasperating litany of grousing about generational entitlement, a lack of corporate loyalty, an outsized need for encouragement or a confounding communication style.