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DCG research and articles about: business transformation

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Bringing data and process together at Bank of the West

I just attended an interview at Appian World that’s particularly relevant to organizations focused on bringing process and data together for business transformation. The speaker was Martin Resch, Executive Vice President at Bank of the West. Michael Heffner, Global Financial Services & Insurance Industry lead at Appian, was the interviewer. The bank’s transformation journey started… read more >

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Retailers turn to customer journey strategies for business transformation

Ever since the Web burst onto the scene in the early 1990s, with Amazon close on its heels in 1994, retailers have tried – and too many times failed – to staunch their declines in revenues and bottom lines. Fighting back trends ranging from stagnation to perilous decline, retailers have tested and launched a plethora… read more >

Pharma firms turn to customer journey mapping strategies

Business transformation, or its offspring–digital transformation–is sweeping across the pharma industry. In reality, most pharma companies been slower to embrace transformation than firms in many other industries, such as retail and CPG. Now pharma companies are either racing or at least marching double-time to catch up with new business models and customer expectations. As a… read more >

A partnership between customer experience and operational excellence is emerging

Customer Experience and Operational Excellence join forces for digital transformation

In early 2017, we declared that operational excellence (BPM) practitioners and customer experience (CX) experts would join forces this year to transform the business, starting from initial customer interactions and then going all the way through to back office operations that support those customer interactions. It was a powerful statement, especially since the project teams… read more >

OPEX Business Transformation World Summit 2017

Meet with Connie Moore at OPEX Week 2017.


OPEX Week 2017 is a Business Transformation World Summit event that brings together members of IQPC’s Process Excellence Network (PEX). The conference  is aimed at executives, managers, and practitioners who are responsible for their organizations’ operations, processes, performance, and transformation.

Key themes include business transformation, customer centricity, digital operational excellence (OpEx), process governance, and data analytics. Enterprise leaders from healthcare, financial services, high tech, apparel, and pharmaceutical industries are on the program, sharing their experiences with driving business and process transformation within their organizations. See the full agenda for details.

Digital Clarity Group has partnered with IQPC to offer subscribers a 20% discount on the registration fee for Master, Business, and Two-Day passes. Use discount code DCG_20 when registering.

Register Now

Trends 2017: Six Operational Excellence Trends That Will Dominate Customer Experience Management

In my last post, I identified a strategic focus on operational excellence that will drive business leaders responsible for business transformation and customer experience (CX) management in 2017. Business leaders want to move beyond experimentation with emerging technologies. And they definitely want to end budget-blowing overruns on large scale projects, like omnichannel, which can cost… read more >

Trends 2017: Operational Excellence Will Dominate Investments in Customer Experience Management

January is that time of the year when business and technology trends start surfacing fast and furious from think tanks, research firms, journalists, and independent consultants. This year is no exception—pundits have plenty to say about trends for hot technologies, such as the internet of things (IoT), virtual reality, cognitive computing, conversational robots, just to… read more >

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The Business Transformation Elephant – It’s Not What You Think

This week I’ve spent a lot of time with business process leaders who are chartered with making Business Transformation a reality in their organizations. These individuals are largely C-level executives and vice presidents who work in a number of process improvement and operational excellence roles, as well as lines of business leaders. This dialog occurred… read more >


PEX Exchange

June 20-21, 2016. Pinehurst, NC, USA. Analyst speaking: Connie Moore Event website: PEX Exchange read more >

inside outside beach & couch

The Two Sides of the Transformation Coin: Digital Outside and Inside

The amount of information created each day is enormous, and it continues to outstrip the abilities of workers to process incoming requests and information submitted from customers and prospects, and for sales, service, support and finance to fulfill those requests internally. This unending deluge of structured and unstructured information pushes organizations to ditch their old, outdated… read more >

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