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 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... 
by Damon Young | Jul 30, 2018 | Strategy, Technology
Complexity often receives the same treatment within the context of business, IT, and enterprise architecture that roaches & mice receive when you encounter them in your house. The very notion of complexity is almost offensive to some executives and consultants.... 