An organization does not automatically become what its leaders want it to be, but rather what its tools allow, suggest, or facilitate. Indeed, when a business adopts a technology without a structured plan, it simultaneously imports a work logic designed elsewhere, by others (How management let systems do the thinking for them). Technical choices become organizational choices that no one has formulated, and while we think we are modernizing an environment, we are profoundly changing the way we work and operate, often without visibility into the possible side effects....
Speaking of organizational transformation, there are topics that are a bit like perennial favorites in the sense that with every major technological innovation, we see...
1994: the Thery report on "information highways"
The year is 1994. The world was beginning to whisper the word Internet, Al Gore was dreaming of “global...
Every company is talking about customer experience, and has been investing heavily in customer service for years. Yet recent experience tells me that, in...
The post-COVID enterprise is the ultimate new business model. If you don't become a post-COVID company, your customers will turn away from you, your...
