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  • 3 Pillars for Awesome Customer Service

    3 Pillars for Awesome Customer Service

    Our connected world has changed the game Providing an awesome customer service has become more difficult to accomplish nowadays because the game has completely changed. It is no longer an option to respond to your customers’ questions or complaints after 24 or more hours because they expect instant responses. You need to be available 24/7
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  • Robotic Process Automation

    Robotic Process Automation

    A new way of doing business Robotic Process Automation (RPA) is here, it is not going away and the adoption of software robots to improve efficiency and increase profitability is going to be increasingly on the radar of organizations globally. If you are ready to learn how your organization could benefit from RPA then Information
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  • Business – IT Relationships

    Business – IT Relationships

    Behave Yourself…Or Else! When I contributed to GamingWorks’ book ‘ABC of ICT’ in 2007, little did I imagine that, ten years later, I’d be writing about the series of business-IT behaviour workshops that I have conducted across more than ten countries, and how my participants’ opinions relate to the top ten issues according to the
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  • Defining the Continuous Delivery Tool Chain

    Defining the Continuous Delivery Tool Chain

    Tools for automation With so many tools serving the continuous delivery market, what job each tool does may be unclear. This article explores the roles of IT Automation, Application Release Automation and Test Automation for building out a stronger and broader continuous delivery pipeline. Continuous Delivery is the process of pushing new code up the
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  • Cybersecurity Help for Small Businesses

    Cybersecurity Help for Small Businesses

    Protecting a vulnerable demographic Small businesses, who account for a large proportion of U.S. economic activity, are extremely vulnerable to the risks posed by cybersecurity threats, and this is regardless of the type of business they are in. The National Cybersecurity Society (NCSS) is a newly established national non-profit organization, providing cybersecurity education, threat awareness,
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  • What does IT Value Look Like?

    What does IT Value Look Like?

    If we don’t know, then how can we deliver it? Question: Why do we struggle so much in understanding and demonstrating VALUE with IT?  Notice I did not say WITHIN IT. This is not simply an IT issue. It crosses the CHASM that is held in place by both Business & IT.  In this article
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  • “Agile IT” doesn’t mean “Wild Wild West”

    “Agile IT” doesn’t mean “Wild Wild West”

    “IT can’t be nimble and responsive if it has to be consistent, repeatable, and reliable.” Have you heard that?  Have you thought that? The fact is that being consistent, repeatable, and reliable are the keys to IT being nimble and responsive. However, the problem with many IT organizations is they’ve essentially become (or are perceived
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  • Almost 25% of Small Business still to adopt Social Media

    Almost 25% of Small Business still to adopt Social Media

    Research just released by Clutch, a B2B ratings and reviews company, shows that a significant number of small- to medium-sized businesses have not yet adopted social media. In a recent survey of small businesses, almost one quarter said they currently don’t use social media for their business, while 8% don’t ever expect to use social
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