Data & AI · Article
A practical review of vector databases for Data & AI leaders
Decisions about vector databases improve when data & ai leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
A focused answer to one practical technology question.
Articles · Page 3
Concise analysis of software decisions, operating questions and implementation trade-offs.
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Customer Experience · Article
A practical review of workforce management for Customer Experience leaders
Decisions about workforce management improve when customer experience leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
Human Resources · Article
A practical review of workforce scheduling for Human Resources leaders
Decisions about workforce scheduling improve when human resources leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
Procurement · Article
A software vendor scorecard that survives the sales demo
A useful scorecard records evidence, trade-offs and operating effort. It should not reward the vendor that checks the most boxes.
Operations · Article
Automate the handoff, not the exception
Workflow automation works best when it removes predictable coordination. It becomes fragile when every unusual case is forced through the same path.
Information Technology · Article
Cloud cost management: the operating question to answer first
Decisions about cloud cost management improve when information technology leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
Customer Experience · Article
Contact centre dashboards that help someone act
The best dashboard is not the one with the most metrics. It is the one that makes the next operational decision obvious.
Customer Experience · Article
Contact centre platforms: the operating question to answer first
Decisions about contact centre platforms improve when customer experience leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
Sales · Article
CRM adoption: the operating question to answer first
Decisions about CRM adoption improve when sales leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
Sales · Article
CRM hygiene: fix the workflow before blaming the data
Duplicate records and missing fields are often symptoms. The durable fix is to redesign the moments when information is created, updated and handed over.
Marketing · Article
Customer data platforms: the operating question to answer first
Decisions about customer data platforms improve when marketing leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
Leadership · Article
Digital transformation: the operating question to answer first
Decisions about digital transformation improve when leadership leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
Finance · Article
FP&A platforms: the operating question to answer first
Decisions about FP&A platforms improve when finance leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
Collaboration · Article
How to frame the next asynchronous work conversation
Decisions about asynchronous work improve when collaboration leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
Leadership · Article
How to frame the next board technology reporting conversation
Decisions about board technology reporting improve when leadership leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
Sales · Article
How to frame the next conversation intelligence conversation
Decisions about conversation intelligence improve when sales leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
Human Resources · Article
How to frame the next employee onboarding conversation
Decisions about employee onboarding improve when human resources leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
Cybersecurity · Article
How to frame the next incident response conversation
Decisions about incident response improve when cybersecurity leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
Finance · Article
How to frame the next management reporting conversation
Decisions about management reporting improve when finance leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
Data & AI · Article
How to frame the next model monitoring conversation
Decisions about model monitoring improve when data & ai leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
Marketing · Article
How to frame the next personalisation conversation
Decisions about personalisation improve when marketing leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
Information Technology · Article
How to frame the next platform engineering conversation
Decisions about platform engineering improve when information technology leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
Customer Experience · Article
How to frame the next quality assurance platforms conversation
Decisions about quality assurance platforms improve when customer experience leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
Operations · Article
How to frame the next robotic process automation conversation
Decisions about robotic process automation improve when operations leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
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