Digital Transformation

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Digitizing Products for Sustainability’s Sake

Digitization opens opportunities for the world’s sustainability challenges, but it also transforms industries, holding out the possibility of dramatically improving their social and environmental performance. To capitalize on this development, an emerging area of opportunity is the digitization of physical products and production.

The Public Sector Can Teach Us a Lot About Digitizing Customer Service

Digital customer service agents (known as virtual assistants, chatbots, or softbots) are typically used to sift through and process only the most straightforward customer inquiries, such as requests for basic information. At most companies, complex issues get passed along to human agents. In that regard, public sector agencies in Australia are ahead of the curve: They are using digital agents to handle complex inquiries from citizens, and businesses stand to learn much from these applications.

Improving Strategic Execution With Machine Learning

Our 2018 Strategic Measurement research shows that companies using machine learning to optimize business processes and decision-making have distinct advantages over those that aren’t investing in ML. By using ML technology to make KPIs more predictive and prescriptive, these data-driven companies are redefining how to create and measure value.

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Managing the Distraction-Focus Paradox

The seductive clamor of social media is a workplace reality from which there’s no retreat. Those who’ll succeed in this distraction-filled world as managers and innovators must combine two seemingly opposing traits: They must to be able to absorb information from many sources and to focus intensely. Together, these apparently contradictory qualities comprise the skill set for managing your most valuable personal resource — your attention — in a hyper-connected age.

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Can IT Be Too in Sync With Business Strategy?

IT alignment can produce inertia — unless it’s accompanied by the right culture. Sure, closely aligning IT with the rest of a company’s strategy can cut costs and improve the ability to collect data, facilitating the creation of early-warning systems and operational dashboards. But a less regimented approach has its place, too, allowing responses to changing business and economic conditions that are swift and creative.

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