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Importance of data literacy in the modern enterprise

Importance of data literacy in the modern enterprise

What are data? Data are measurable values that, when contextualized, can be considered information. As knowledge is developed through the interpretation of information, then data can be considered the foundation of knowledge. Fun Fact! Though it is often used colloquially to refer to both singular and plural verbs, the word ‘data’ is a plural noun…

Building a digital customer self-service experience

Building a digital customer self-service experience

Customers seek instant access to information and the ability to resolve their queries independently. Organisations increasingly turn to digital channels to empower customers and streamline support processes. A well-designed and robust customer self-service capability can significantly enhance your customer experience, reduce support costs, and foster more significant customer satisfaction. Most importantly, this is what your…

Designing for Transformational Change

Designing for Transformational Change

For an organisation to be able to deliver transformational change, thorough careful consideration and preparation are needed in the design of the change program itself. Simply picking a delivery methodology and a technology platform is not enough. A successful and truly transformative change program needs as much consideration into the how as the what. Yet the how it is often overlooked or neglected. In this article, I describe three important steps I have learned are critical in establishing a high performing digital transformation program.