By the third vendor demo of the week, every pitch promised to transform the customer experience, and nobody had said what the customer actually needs. Customer Obsession is AI's real sweet spot, but only if you work outside-in. A leader's lens for evaluating AI customer initiatives, focused on creating AI value for customers.
Every AI initiative eventually meets the finance committee. The cost-savings story works fine in an operations review, but the room one floor up wants to know which lever this pulls - earnings, capital efficiency, or the multiple. Here's the translation, lever by lever.
Roughly every 20 years, a technology wave reshapes business. ERP automated operations (1960s-1980s). The Internet connected customers (2000s). IoT enabled smart products (2010s). AI is the fourth wave - transforming how expertise flows through teams. Unlike previous waves, AI disrupts knowledge hierarchies and challenges who controls information in your organization. Understanding this pattern reveals why AI implementation requires organizational change, not just technology deployment.
70-80% of digital transformations fail. Not because the technology doesn't work, but because the pieces never connect. The 5 Building Blocks is a digital transformation framework that shows you where AI actually creates value - and why it's all about how information flows.
Your board allocated budget supporting an AI strategy. Marketing wants generative AI. Operations wants predictive analytics. IT wants pattern recognition. Nobody's talking about the same thing - and that confusion is costing you real money.
It's 3pm Thursday. You need a decision by Monday. You know the frameworks, but your situation is messier than any textbook. What if you had a virtual executive advisor with 40 years of experience available when you're stuck? Here's how applied wisdom bridges the gap between knowing and doing.
Can Digital Transformation drive your Sustainability programs? In this article, we provide a simple eight-part framework for understanding your Sustainable Digital Business.
Sustainability is the newest and hottest buzzword – and still people ask what it all means. It’s a big topic, but we can break it into manageable pieces. As a first step, it is enough to understand the three broad concepts of Environment, Economics, and Community, and how this bigger picture will fit into your strategic plans and tactical actions.
A meaningful digital transformation will provide a compelling answer to a simple question: Why? This article focuses on Customer Value; how to create digital value that truly matters for your Customers. (Part of a series of articles about Enterprise Value Creation for Digital Business.)
Your successful digital transformation must be driven by a compelling Why. In this article, we drill into the creation of a Great Stock, looking at Total Shareholder Return as the guiding metric. (Part of a series of articles about Enterprise Value Creation for Digital Business.)