I was referred by a client to a good article by a fellow IBMer on the subject of multi-channel architectures in banking so I though I would pass it along. Finding the balance between reusing components and maintaining flexibility and agility on each channel is a subject that I spend a lot of time… Read More »
One area of business strategy growing in importance is strategy around the business of IT. I think of “the business of IT” as how IT delivers services internally vs. IT Strategy which is (how I use the term) how IT directly supports business capabilities. A über topic in the business of IT is DevOps. It… Read More »
The first thing that I can say about mobile strategy for large banks is that I can not cover it sufficiently in a blog post. Like business strategy, we will need to peel it back layer-by-layer. In any kind of IT strategy investigation I recommend step 1 be a diligent survey of reading material and… Read More »
Good news! I found another great resource for connecting customer loyalty to customer experience! Forrester: The Business Impact Of Customer Experience, 2012. A comment in the first paragraph sums it up: “Years of Forrester data confirm the strong relationship between the quality of a firm’s customer experience (as measured by Forrester’s Customer Experience Index [CXi])… Read More »
One of the most important issues I deal with regularly is how to estimate the business benefits of improving customer experience. One good source that I turned up is IDC’s Business Strategy: Digital Services Impact on Customer Retention and Acquisition resulting from customer and bank surveys in Europe and the U.S. An interesting idea is… Read More »
Strategic Design can be used to redesign organizations to improve how they are experienced by people. A primary focus is on customers, of course. The point of doing that is to increase the benefits customers perceive they are receiving from the organization. The point of doing that is to increase customer loyalty. So a primary… Read More »
Ironically, the most common request I get from business people nowadays is to explain the business benefits and/or value of some course of action that we are proposing. In the past, business leaders wanted to accomplish some goal for good reason and we were asked to propose a way to do it. They knew the… Read More »
I work with a lot of people who have a strong aversion to the word “strategic” so I really enjoy terms like “strategic design”. When I say such things, the first dear friend to roll their eyes gets the most credit for calling me on another ridiculous tangent into obscure techno babble. Then I tell… Read More »
I have peppered my blog posts with great books, articles, videos and Podcasts for architects to reference. If you are not keen to wade through all of my long-winded ramblings and rants then you can find them all listed on the “Reading list”, below. As a bonus, I list them in the order I would… Read More »
I was thinking it was worth 10 minutes to make a donation to the Philippines. There were a dozen bank account numbers all over the internet. Just transfer to the account. How easy! Everyone must be doing it! So I fired up Xoom. I like the site because I can transfer money to Brazil for… Read More »