Comments
DHagar
9/12/2017 5:20:25 PM
User Rank Platinum
Re: CEO's Big on Digital
@Mike, great survey and report. I believe this is highly encouraging. If CEO's can fully embrace technology as a competitive edge it will truly set in motion the transformations that are needed.
I really like the point that CEO's see this as a means to an end. This is key. When they see digital transformations as the key to the future it will drive the full infrastructure needed to complete the transformation. This is what is needed to move technology forward now to truly transform business as well. The old evolutions only addressed technology purchases as incremental steps, which stop short of true transformation.
mpouraryan
9/13/2017 10:22:11 AM
User Rank Platinum
Re: CEO's Big on Digital
It should not be a "means to an end"--it has to be a vital and fundemental part of the strategic direction to avoid the very debacles we've been witness to that seems to happen again again and again.
DHagar
9/13/2017 6:28:52 PM
User Rank Platinum
Re: CEO's Big on Digital
@mpouraryan, good point. There is either a full commitment to transformation or there is not. The proof is in the leadership and its commitment.
mpouraryan
9/13/2017 9:51:21 PM
User Rank Platinum
Re: CEO's Big on Digital
What is critical is sustaining this committment--so far, by in large, there seems to be that sense of purpose throughout.
DHagar
9/14/2017 5:25:04 PM
User Rank Platinum
Re: CEO's Big on Digital
@mpouraryan, agreed - that is what it will take to complete the transformations. And, unless we truly transform, it will only be another baby step of progress.
mpouraryan
9/14/2017 5:48:38 PM
User Rank Platinum
Re: CEO's Big on Digital
It is challenging--and the half-hearted apparent steps by the folks over at Equifax underscores what shouldn't be done when in fact a transgression occurs--as it has--the idea, for instance, that people have to pay to have their credit frozen--and then chase to have the fee back, for instance, is just beyond the pale--Be proactive, be honest, make sure there are mitigations out there constantly--and make sure the customer suffers as minimally as possible--that's the ultimate trasnformational stance that will make sure CEO's have their organization stand out!!
Grateful for this week and the deliberations...wishing' you all a great rest of the week..and a fab w-end!!
DHagar
9/14/2017 5:53:55 PM
User Rank Platinum
Re: CEO's Big on Digital
@mouraryan, totally agree! Taking "responsibility" for what took place, understanding and correcting actions to prevent future reoccurence, AND full consideration for the customer would be a better course and show good leadership! (Note: Think Tylenol 20 years ago)
faryl
9/12/2017 6:26:32 PM
User Rank Platinum
Customer service
"Customer service -- namely digital customer experience -- was cited by the survey respondents as highly important, with 79% of the CEOs saying that they already offer a "good" or "excellent" digital customer experience today."
It's great that customer service is so high up there. Though I wonder how their views on how good their existing customer service quality is compared with their customers' views.
afwriter
9/13/2017 12:09:48 AM
User Rank Platinum
It has to happen
Security concerns are an issue, but it is something that will have to be fixed in real time because companies can't fall behind in digital transformation. I like how Burger pointed out that they are in a great position because they too are in the midst of their own digital transformation.
mpouraryan
9/13/2017 10:21:12 AM
User Rank Platinum
Re: It has to happen
If only a vital link like Equifax understood this as 145 Million People now have to wonder what will happen to them.
afwriter
9/13/2017 11:36:09 AM
User Rank Platinum
Re: It has to happen
I'm one of them. I am signing up for their free credit monitoring today.
mpouraryan
9/13/2017 11:38:34 AM
User Rank Platinum
Re: It has to happen
Let's remain hopeful--no other choice is there?
clrmoney
9/13/2017 11:46:37 AM
User Rank Platinum
Lots of Security for Digital World
I know you will need security in the digital world but there is can make it things easier and more accessible for us in a way.
dcawrey
9/13/2017 6:26:12 PM
User Rank Platinum
Re: Lots of Security for Digital World
Workforces need more skills related to general technology and security. It's amazing how little people understand of IT security and its overall importance to the operation of a business.
DHagar
9/14/2017 5:27:32 PM
User Rank Platinum
Re: Lots of Security for Digital World
@dcawrey, I totally agree. There really is a lack of knowledge - I think universally - as to the issues of security that are inherently in the use of technology. We need training in the fundamentals across the board: policies, data protection, network risks, etc., for the users that truly create the security breaches many times through lack of diligence due to not truly understanding the risks.
faryl
9/17/2017 6:33:21 PM
User Rank Platinum
Re: Lots of Security for Digital World
Especially since we are only as strong as the weakest link in the chain when it comes to security.
DHagar
9/18/2017 5:02:03 PM
User Rank Platinum
Re: Lots of Security for Digital World
@faryl, absolutely - great point! The vulnerabilities are at that point and with those who either don't understand the significance and/or don't have the skills to maintain security; which I suspect is a growing number of the population.
dlr5288
9/28/2017 5:16:25 PM
User Rank Platinum
Re: Lots of Security for Digital World
Exactly! That's why we have to be sure moving forward that security is as strong in all aspects.
batye
12/23/2017 5:02:07 AM
User Rank Platinum
Re: Lots of Security for Digital World
@dlr5288 yes you are right as technology must move forward with security in mind... - no other way - the way I see it...
dlr5288
12/26/2017 12:32:37 PM
User Rank Platinum
Re: Lots of Security for Digital World
And we really have to have a lot of trust with these companies when our security is involved. That’s why trust between business and consumers is so important.
batye
12/27/2017 3:49:51 AM
User Rank Platinum
Re: Lots of Security for Digital World
@dlr5288 I would say yes and no as after equifax breach consumers no longer trust it...
dlr5288
12/27/2017 12:25:38 PM
User Rank Platinum
Re: Lots of Security for Digital World
You’re definitely right about that. If businesses can’t get consumers to trust digital then that’s a huge problem with moving forward..
DHagar
12/27/2017 5:46:19 PM
User Rank Platinum
Re: Lots of Security for Digital World
@batye, your point on security is fundamental. Unless you have the trust that the systems and technology will be secure you will not be focusing on the added advantages of the technology, let alone the transformations that can take place.
dlr5288
12/31/2017 3:18:21 PM
User Rank Platinum
Re: Lots of Security for Digital World
And it is a shame. There is all this awesome, new, advanced technology. However, if someone is too nervous to use it because of security issues then it’s useless..
DHagar
1/3/2018 7:05:20 PM
User Rank Platinum
Re: Lots of Security for Digital World
@dir5288, well said. I think some still believe that security is only accomplished through "control". The old model of Fort Knox is outdated. We have to learn new ways to enhance security and gain more controls or we will limit ourselves to isolated islands.
dlr5288
1/22/2018 10:22:25 AM
User Rank Platinum
Re: Lots of Security for Digital World
Exactly! And I think it’ll eventually be possible to get security, at least, somewhat under control. Until then however we’ll just have to wait..
DHagar
1/22/2018 6:30:48 PM
User Rank Platinum
Re: Lots of Security for Digital World
@dir5288, true. I believe we will regain a state of control only by developing systems that enable us to protect, gain ability to be alerted to risk, make adjustments, and protect ourselves when intrusion inevitably does occur. That "system" approach will enable us to gain control over our information and truly increase security.
dlr5288
1/25/2018 10:50:08 AM
User Rank Platinum
Re: Lots of Security for Digital World
I hope that day comes soon! Honestly I really hope that very soon we’ll be able to see we’ve been hacked and take steps in protecting ourselves right on the spot. Without getting a third party involved.
DHagar
1/25/2018 5:52:12 PM
User Rank Platinum
Re: Lots of Security for Digital World
@dir5288, thanks! I think that is an area of possible new solutions. We cannot "control" the hackers but learning how to construct barriers and enhance our options to increase our security provides new options for better security with data.
dlr5288
1/29/2018 4:25:47 PM
User Rank Platinum
Re: Lots of Security for Digital World
Exactly! I think it’s less about worrying about the hackers. Rather focus on how we can protect ourselves and our information from getting into the wrong hands.
DHagar
1/29/2018 5:54:00 PM
User Rank Platinum
Re: Lots of Security for Digital World
@dir5288, if we do that we can stay "ahead" of the risks as opposed to trying to stop all "variables" of risks.
dlr5288
1/29/2018 10:04:36 PM
User Rank Platinum
Re: Lots of Security for Digital World
And it’ll take less time, I think, to do it that way. Rather than trying to stop them at every corner. Protect ourselves first.
DHagar
1/30/2018 4:06:21 PM
User Rank Platinum
Re: Lots of Security for Digital World
@dir5288, yes, plus the variables will continue to grow in risks as we add new devices. So we can have a greater impact on what we do know - which is what resources we can draw on to protect ourselves. I think this is an entirely new dimension of digital literacy for all of us to learn and develop.
dlr5288
1/31/2018 12:24:21 PM
User Rank Platinum
Re: Lots of Security for Digital World
Great point! As we start adding different devices and advancements it’ll only make sense to protect ourselves that way!
freehe
12/24/2017 6:42:01 PM
User Rank Platinum
Digital Security
Security is a huge factor in digital transformation. Here is a diagram of the evolution of digital transformation https://t.co/k92FZCneZ8
CEOs should be considered about security and should collaborate to develop standards to ensure security measures are in place in the industry.
freehe
12/24/2017 7:10:42 PM
User Rank Platinum
Needs
I don't know why it so hard for companies to find out what customers want. All they have to do is ask. Instead companies assume they know what customers want which never works.
freehe
12/24/2017 7:13:01 PM
User Rank Platinum
Benefits
Despite the many benefits of digital transformation many companies are reluctant to embark on it. Digital transformation includes so many technologies such as big data, smart home technology and more. Digital transformation will help improve the customer experience which will help to reduce churn.
dlr5288
12/26/2017 12:38:34 PM
User Rank Platinum
Re: Benefits
Good points. I think they either don’t have the resources to deal with it or they don’t want to change what they already have. Everything is probably going to go digital eventually.
freehe
12/24/2017 7:18:11 PM
User Rank Platinum
Obstacles
I am not surprised that obstacles remain in obtaining insight into what customer really want. This is something most companies have never been able to do. It is very easy to do - ask for feedback through social media, surveys, questionnaires, etc.
batye
12/24/2017 8:34:17 PM
User Rank Platinum
Re: Obstacles
@freehe yes, you are right, but this days no one want to spend time and money even on social media to do research and to find out... it just reality of the economy - no one want to spend money... - the way I see it :)
freehe
12/24/2017 10:00:19 PM
User Rank Platinum
Re: Obstacles
@batye, True. It is tragic because companies will either have to spend money upfront or on the backend. Spend money upfront to give customers what they want. This will reduce churn and maintain customer loyalty. Since companies don't do this they spend more money on the backend.
batye
12/25/2017 1:53:35 AM
User Rank Platinum
Re: Obstacles
@freehe yes, but in reality everyone thinking only about todays bottom line... and keep forgeting about day after...
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