Ga naar hoofdinhoud

Site blog

It’s Blursday!

Generally, people start to understand the concept of time when we hit the age of three of four.We know the seven days of the week. But when, as a grown-up, we want to understand the essence of the customer and user experience (CX and UX), we need to add three new days to our vocabulary: Blursday, Wo...

Are Your Customers Totally Pizzled?

Pizzled is what you feel when you are pissed off and puzzled at the same time. And as you might guess, it has a long-lasting negative impact on the customer experience.The Net Promoter Score is a great thing. But one downside of it is that detractors represent recommendation ratings from 0 to 6. The...

Blowing-up Watermelons

The watermelon effect occurs when suppliers meet their performance targets, but business stakeholders (including the end-users) are not happy.In outsourcing, the risk of watermelon SLAs is real. A widespread example is a KPI for outsourced service desks that specifies the number of calls per agent p...

Cloud Battle in the C-Suite

When McKinsey buys Candid Partners, a top-notch Atlanta-based boutique cloud firm, something is going on in the world of boardroom consultancy.The Big Four — Deloitte, EY, KPMG, PWC — are already in the IT arena running global client projects such as SAP S/4 HANA implementations. So, wha...

Hi Honey, you're so Average!

How would you feel if your spouse stuck this message on the refrigerator door?Me? I would feel like we were in a rut, the romance dried-up and heading for divorce. 'Doing what you're supposed to do' is foundational for any relationship, but, in most cases, it's not enough to stay married.Our ancient...

Go On, Torture Your KPIs

Stress-testing is a thorough investigation aimed at determining the stability of a system, often to breaking point.Key Performance Indicators can be counterproductive, producing the opposite effect to that originally intended. So… By stress-testing or 'torturing' KPIs, we can learn how to game the...

Comply and Lie

Compliance is the action of complying with a wish, command, or rule. In IT relationships between a client and vendor, there are many Big Little Lies. One cause is the start: how parties engaged in the initial contracting phase.In a tender, bidding parties must comply with a huge number demands in th...

Buckle up for Turbo Digitalization

This ain’t your Daddy’s IT anymore, Dude!Imagine the global corona lockdown happened ‘Before Computers’. In BC we had no wifi, no laptops, no mobile apps. Most of us born BC can still remember. My kids seriously ask themselves how we survived without these marvels of technology.With the perf...