From here to there – thoughts on transformation

Categories: BPM, Business, Change Management, Performance Management
From here to there – thoughts on transformation
Tweet When you set off on a process transformation initiative, it is intrinsically  about where you want to go and how you want to be, how differently you want to do things – it is about to-be, the target state. Tweet

A Strategy between the Gap and the Result

Categories: BPM, Business, Change Management, Performance Management
A Strategy between the Gap and the Result
Tweet   In a recent short commentary on Strategy in the McKinsey Quarterly aptly titled “Synthesis, capabilities, and overlooked insights: Next frontiers for strategists”, Fred Gluck (who was also the founder of McKinsey’s Strategy Practice way back in 1988, as I learned) says strategies always come from one of three sources – strategic planning, strategic […]

PegaWorld 2014 – Getting really serious about business technology

Categories: BPM, Business, Change Management, IT Industry, News
PegaWorld 2014 – Getting really serious about business technology
Tweet   When you are an enterprise spending top dollar on software products, you like to be assured that you are betting on products that satisfy a fairly logical and predictable check-list that assess the vendors products on maturity, stability, cost effectiveness, ability to deliver to the need and so on. For decades these have […]

Buckle-up. The BPM ride is about to begin…

Categories: BPM, Business, Featured, IT Industry, Markets, News
Buckle-up. The BPM ride is about to begin…
Tweet   I’ve just returned from a rather adventurous and eventful trip involving two important dots on Gartner’s magic quadrant for BPM. One is a tech behemoth interested in almost everything related to IT, and the other, a vendor that has a laser focus on BPM. Tweet

…and it’s only the Second Year into the Teens…

Categories: BPM, Business, CRM, IT Industry, Markets, Social
…and it’s only the Second Year into the Teens…
Tweet   You might find this funny, and maybe even somewhat disjointed in logic, but the IT industry after all these years, is now going through its teen years and it appears to have all the makings of ‘teenage’ as we know it. Even if 2014 is only its second year, the anxiety, the tension […]

Challenging the Status Quo….

Categories: BPM, Business, Change Management, CRM
Challenging the Status Quo….
Tweet Updated and republished. Craig Reid posted a great write-up about customer on-boarding this week that I think is a good read covering some of the usual issues plaguing the old customer on-boarding process. Tweet

Challenging the Status Quo.

Categories: BPM, Business, Change Management, IT Industry
Challenging the Status Quo.
Tweet   Craig Reid posted a great write-up about customer on-boarding this week that I think is a good read covering some of the usual issues plaguing the old customer on-boarding process. Tweet

BPM Case Studies – The good, the bad and the good in the bad…

Categories: BPM, Business, IT Industry
BPM Case Studies – The good, the bad and the good in the bad…
Tweet When, during a vendor presentation, the PowerPoint section separator mentions ‘Key Case Studies’ or something like that, you do one Tweet

The Case For A Jack Of All Trades, Master Of One. (Or More)

Categories: BPM, Business, Humor, IT Industry, Markets
The Case For A Jack Of All Trades, Master Of One. (Or More)
Tweet   When a good friend and I exchanged a few tweets back and forth the other day, it began like the usual exchange of views over news items that the #bpm timeline throws up once in a frequent while. But the ‘twonversation’ with my twitter counterpart – a venerable thinker in technology, particularly BPM […]

I am a weirdo. I don’t belong here.

Categories: BPM, Business, Humor, IT Industry
I am a weirdo. I don’t belong here.
Tweet   …that’s right. I don’t belong here. In fact, what the hell am I doing here? Before you jump to the wrong conclusions, those aren’t my words. You’ll know whose words they are in just a minute. Tweet

How Can you Design Intelligent Processes?

Categories: BPM, Business, Humor
How Can you Design Intelligent Processes?
Tweet   Earlier today, I read something that made me snort on my afternoon coffee. Not just because it was funny, but because, to me it had some additional insight that I thought was worth sharing with you, especially when you think about Intelligent Processes and how they can be crafted for a BPM initiative. […]

Prospects don’t care about your sales process. Maybe you shouldn’t either…

Categories: Business, IT Industry
Prospects don’t care about your sales process. Maybe you shouldn’t either…
Tweet   One of my friends thinks ‘Sales’ is about talking. Another friend I follow on Twitter thinks it is about ‘convincing’ the customer. I wince every time I hear someone characterize an engaging, fluent, fast talking, bloke as ‘sales material’. Tweet

Great Customer Service: Sometimes it is YOU

Categories: BPM, Business, CRM
Great Customer Service: Sometimes it is YOU
Tweet   Last week work beamed me to Chennai in Southern India, a city where I was born and had also spent a large part of my childhood. Work has taken me to Chennai often and I am usually booked at a hotel that is not far from where I lived as a kid. The hotel […]

Process comes before a smile in customer service

Categories: BPM, Business, CRM, IT Industry
Process comes before a smile in customer service
Tweet   When we are at the receiving end of poor customer service, it unfailingly ticks us off. Tweet

Infuse, not garnish: Mobility is no longer a peripheral add-on.

Categories: BPM, Business
Infuse, not garnish: Mobility is no longer a peripheral add-on.
Tweet   It must have been around a decade ago when I first received a ‘text alert’ from a bank on my mobile phone. My bank had let me register my mobile phone number with them for this and once they activated it, I started receiving text alerts after every credit card transaction I made. […]

Recentcomments

    • Sebastiraj: Another fantastic piece from you Jai. Connecting many...
    • Gagan Saxena: Great screenplay for a true, real-world story (or...
    • Rummuser: In my time we called it Change Management with exactly...
    • Harsimran: Good one.. Please share some links of the failure...
    • Shep Hyken: No matter how nice people are, if the process they are...
    • Jo Richardson: Jai, great to spend some time with you too –...
    • Felix: Wow.Thoroughly enjoyed this post!
    • Taran Soodan: This is a great article about the importance of the...

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