One of the world's most famous (or infamous) structural frameworks for process and communication management is ITIL. ITIL often is used to generate results in a service-oriented organisation. ITIL benefits frequently cited include improved customer and user satisfaction, as well as increased service-orientation for IT staff. ITIL can increase professional standards by implementing best practices for specific processes, reducing costs, and clarifying organisational...

According to Gartner, transforming into a digital business is the number one priority for most organisations. In fact, a brief look at

Have you noticed that your digital transformation projects are getting shorter in implementation periods? How often have you discovered a new technology that could change the outcome of what you are doing midway through a project, when it wasn’t available at the outset? Are you increasingly nervous of your competitors stealing a march on you in the race to transform?

I don’t expect...

In reality, AI's true potential can only be realised when organisations approach it like a portfolio of technologies, with different attributes, that work together to optimise operational efficiency whilst delivering better service levels and improving the customer and user experience.

This concept of a portfolio of technologies working together can be illustrated further by what I refer to...

AI and machine learning are enabling omnichannel strategies to scale by providing insights into the changing needs and preferences of customers, creating customer journeys that scale, delivering consistent experiences.

For any omnichannel strategy to succeed, each customer touchpoint needs to be orchestrated as part of an overarching customer...

Chief procurement officers (CPOs), key people who decide where and how to spend a company’s budget, have a front row seat to the unnerving trend of employees flocking to Amazon to buy what they need for work with little or no regard to policy. The allure is just too great compared to the alternative - corporate purchasing software with comparatively terrible UX.

While some company...

• 70% of Americans with incomes of $150,000 or more who shop online have Amazon Prime memberships
• Amazon Prime international customers will grow at a 56% compound annual growth rate (CAGR) between 2016 to 2018
• Amazon shipped more than 5 billion items in 2017 with Prime worldwide
• By 2022 there will be 56 million Amazon Prime Video subscribers in the U.S., and 122 million worldwide

Net Sales at Amazon reached $177.9bn in 2017, a 31% increase from $136bn in 2016 and 

Acquiring new customers requires investing significant time and money, so it’s always more prudent to make every effort to keep the ones you have. Even a modest improvement in customer retention can significantly help grow your business.

You probably have all the tools you need in your CRM system, but it’s possible that your employees aren’t using the system fully. Perhaps they think the system doesn’t make their job any easier, or the data is unreliable.

Here are five pointers to...

Global ICT spending will hit almost $4 trillion (£2.8tn) in 2018 according to IDC – and while the consumer market will have the largest share, major investments will take place in the manufacturing, banking, and professional services spaces.

The consumer market will account for $1.5tn in ICT spending in 2018, IDC added, but on the industrial side, banking, discrete manufacturing, telecommunications and professional services will be the four largest industries for spending. Banking will be the...

Enterprise mobility management (EMM) provider MobileIron and Google Cloud have announced they are to collaborate on a new end-to-end platform for enterprise cloud services.

The two companies will combine Orbitera, a cloud commerce platform which Google Cloud acquired in 2016, with MobileIron’s app distribution, security, and analytics. The proposed result will be aimed at operators and enterprises, with potential features including customised bundles and customised branding.

As MobileIron sees it, the...