Entries by Ross Dawson

Innovation Strategy Cheat Sheet: a succinct guide to setting your innovation course

On Friday I spoke at the Distinguished Leadership & Innovation Conference organized by the Caribbean’s premier business school Arthur Lok Jack Global School of Business. I delivered the opening keynote on Shaping the Future of Business and also a workshop on Building and Implementing an Innovation Strategy. Since it was a brief workshop to cover […]

How the integrated enterprise shifts us from Big Data to Small and Wide Data

In perusing Gartner’s Top 10 Data and Analytics Trends for 2021 it struck me that the most important meta-theme was integration. The last decades of enterprise technology could be viewed as shifting from monolithic – and in large organizations almost inevitably siloed – computing to richly integrated platforms, though that journey is far from complete […]

Weaving together microjourneys to create compelling customer service journeys

The phrase “customer journey” has become part of everyday business vernacular, bringing a customer-centered and design thinking perspective to the mainstream. Customer engagement and intelligent automation company Pega uses the phrase “microjourney” to focus on the elements that comprise the customer journey. This is useful both in being able to design a better experience for […]