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Journey Mapping Q&A: How To Use Journey Maps As A Change Management Tool

Forrester IT

CX professionals must use customer journey maps as a change management tool to guide employees to deliver customer-centric experiences across products and channels. Read our latest blog to learn more.

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Digital Business Strategy Services Providers Must Evolve To Deliver Value

Forrester IT

In a transforming market, digital service providers must move towards delivering value for digital business strategy.

Strategy 259
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Digital transformation’s fundamental change management mistake

CIO Business Intelligence

Underpinning these initiatives is a slew of technology capabilities and strategies aimed at accelerating delivery cycles, such as establishing product management disciplines, building cloud architectures, developing devops capabilities, and fostering agile cultures.

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10 hard truths of change management

CIO Business Intelligence

The days of one-off change management initiatives are over. Rather than tackle organizational change management with an end in mind, IT leaders and their organizations must now exist in an environment of persistent flux. . “In Execution eats strategy for breakfast,” Kocherlakota says.

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A Content Strategy Tale — Good Bridges Make Good Neighbors

Forrester IT

The main reason: Change management — the intersection of org structure and culture — is the biggest barrier to success in digital experience initiatives (see the “Forrester Infographic: The State Of DX, […]. This time, however, technology does not take center stage.

Strategy 199
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The Doctor-Patient Relationship Must Be The Cornerstone Of Your Digital Transformation Strategy

Forrester IT

Electronic health records (EHRs) have decimated physician productivity, while patient satisfaction remains stagnant. This has been the disappointing end to the nation’s first digital transformation effort, which started in 2009 as the American Recovery and Reinvestment Act funneled $35 billion into subsidized EHR implementations.

Strategy 300
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SaaS Outages: When Lightning Strikes, Thunder Rolls

Forrester IT

Just like with self-managed infrastructure, the key to surviving SaaS outage is knowing the risks, implementing strategies to mitigate and control those risks, and then testing your strategy to make sure it works and everyone knows how to execute in the case of crisis.

Strategy 370