by Neet Shah | Mar 18, 2019 | Strategy, Technology
Why You Should Send Your Customer Service Reps Home By: Neet Shah Good customer service is a crucial element in customer retention, but in-house contact centers can be one of a company’s largest expenses. Outsourcing customer service to off-shore companies will... 
by FischerJordan Insights | Feb 18, 2019 | Analytics, Strategy
The Cost of Bad Customer Service (and the need for back-end service recovery) Neet Shah Nathan Johnson While most companies recognize the importance of good customer service, they are often not aware of the financial benefits of good customer service and the potential... 
by Nathan Johnson | Feb 12, 2019 | Strategy, Technology
Don’t Panic About Blockchain(But Do Pay Attention) Nathan Johnson Austin LaRoche Boaz Salik Gustav Hoyer SEISMIC SHIFT, DISTANT COMET, OR NEITHER? Blockchain technology. It’s a phrase we’ve been hearing with growing frequency over the last few years, with... 
by Nathan Johnson | Jan 24, 2019 | Strategy, Technology
Enterprise Architecture is too hung up on minutiae. Any new EA initiative will have catchphrases like standards, strategies, roadmaps, guidelines, models, IT-business alignment and so on flying around. One could be forgiven for thinking those components are the golden... 
by Scott Stewart | Jan 18, 2019 | Strategy, Technology
“No technology solutions are perfect” Most of us have heard at one time or another a variant of “don’t let perfect be the enemy of progress.” This is a reminder that at some point you have to descend from the ivory tower of thought experiments, get your hands... 
by Gustav Hoyer | Oct 3, 2018 | Strategy, Technology
Author’s note: this post is part of a longer series intended to generate discussion around the evolving demands a modern marketplace places on the tenets of “traditional” Enterprise Architecture. Parts one two of this series can be found in my profile.In previous... 