Insights
Our latest thinking on industry-specific issues relevant to our market.
Our Featured Insight
Explore our three-step framework for reducing confirmation bias in your organizational decision-making.
Why You Should Send Your Customer Service Reps Home
How can home-based servicing be a cost effective alternative to a brick-and-mortar solution?
The Cost of Bad Customer Service (and the need for back-end service recovery)
Bad customer experiences may be smaller and more insidious than large scale public failures, and they’re costing you – but not for the reasons you might think. Find out how a stronger focus on service recovery mechanisms may be more cost-effective than expensive prevention efforts.
Don’t Panic About Blockchain (But Do Pay Attention)
Worried about blockchain’s impact on your business model? Here’s what you can do right now.
Don’t Write Another EA Strategy. Talk to People.
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...
Are Frameworks the Enemy of Progress?
“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...
No Control Group, No Problem!
There are a variety of business scenarios where it is desirable to simulate the results of a controlled test, but no robust control cell exists. For example, marketing campaigns and other communications are often sent to customers based on their profile, without...
How analytics can prevent disease progression
Type 2 Diabetes is a major health problem in the US. The disease affects ~30 million Americans at an annual cost of ~$250 billion. It is the leading cause of death in the U.S., as well as the leading cause of kidney failure, stroke, heart disease, loss of...
Your Enterprise Architects Do Not Architect Your Enterprise.
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...
You can’t escape enterprise complexity, so stop running.
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....
Why Bulldozing Isn’t a Great Leadership Strategy (If You’re Trying to Implement EA)
“Real power can’t be given. It must be taken.”“A lion doesn't concern itself with the opinions of sheep.”“Listen, smile, agree, then go do whatever the hell you were planning to do anyway.”Follow any social media account associated with vague topics like “success” or...
Why Your IT Strategies Can’t Find True North
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 through two of this series can be found in my author profile....
You Can’t Architect an Enterprise
Many large organizations will spend significant amounts of money identifying, installing, operating, and servicing large technology platforms that provide a crucial underpinning to their operations. Various industries have their own well-known platforms and tools to...
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