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Posted by John McCarthy on August 25, 2014
In our recent report Closing The Experience Gaps, Ted Schadler and I talked about two key elements to meeting customers’ rising expectations: creating an architecture for cross-channel experience delivery and developing a philosophy and culture of business agility. Given it builds on many of the concepts that we outlined in the Software Must Enhance Your Brand, I wanted to highlight the key aspects of the second element: developing a philosophy and culture of business agility.
Closing the experience gaps — performance, convenience, personalization, and trust — requires a different mindset. The shift in customer expectations, fueled by an increasing rate of technology change, means that firms need to act more like a cloud-based ISV, not a traditional IT shop. This requires an agile process and continuous development from small teams spanning business, design, and technology competencies. Part of this makeover includes improving technical and design competencies. Companies like GE and Wal-Mart have dramatically upskilled their technology teams.
At the core of this new mindset are five cultural, process, and skill imperatives:
These imperatives become the key cornerstones of firms’ BT agenda and closing the experience gaps.
Ted and I will also be hosting a Webinar on closing the experience gaps. Please join us on Monday, September 9 from 1:00 p.m. to 2:00 p.m. Eastern time.
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