I have published well over 100 articles, blog posts, white papers, eBooks, and other content for various publications and numerous technology companies, including Intel and IBM. You will find links to most of this content below:
It’s a roll-your-own Internet of Things world | CIO
There is a problem with the current roll-your-own building block approach to the Internet of Things (IoT) that is pervasive in the industry. Enterprise leaders must connect the dots and see IoT in the context of how it can help transform the organization to compete in the future.
LA Fitness, ‘Hotel California’ and the fallacy of digital transformation | CIO
Digital transformation is about more than technology — it’s about delighting your customer during every stage of their journey with you. Even when they leave.
Is the employee experience the digital transformation linchpin? | CIO
Leadership experts have long held that unhappy employees equal unhappy customers. Therefore, the opposite must be true, right? Business leaders, however, must go beyond that simple intuition and determine if an investment in the employee experience will deliver measurable customer experience outcomes.
2 trends reshaping the future of IT support | CIO
We are in the early stages of a broader transformation in how enterprise organizations look at the role of support. In the near future, support will become much more automated, but will also become much more customer-facing.
Missile launches, false alarms and a user experience wake-up call | CIO
It's long past time for enterprise leaders to see the role of the interface and the importance of the customer experience in its rightful, mission-critical place.
Is this ITIL’s last gasp? | CIO
For any service management framework or approach to remain relevant, their core focus must be to help shift and reorient organizations away from systems-centric or even service-centric operating models to customer-centric ones.