White Papers

Customer Innovations: Customer Experience: Beyond Better Sameness

We're more than ten years into the "Experience Economy" and, over that time, there's been an explosion of focus on creating and improving customer experiences. Even in the midst of our recently challenging economic environment, it's hard to find a company that isn't either actively involved in or planning some form of experience-related investments. Now, as the economy strengthens, we're observing an increasing level of interest in getting closer to customers.

Attribution: Frank Capek - Customer Innovations

Customer Innovations: Unwritten Rules of Business Performance

Even as executives increasingly face up to the realization that they cannot accurately predict or control what is going on in the body of their organizations - their performance is being assessed against a rapidly accelerating pace of market innovation, ever-more-demanding standards, including ethical ideals, social contributions, and government regulations.

Attribution: Frank Capek - Customer Innovations

Exelon: A Client Framework Can Improve Organizational Effectiveness

There are frameworks behind the scenes of our computer screens that enable applications, security and integration of functionality in the technology we use to run our business and support our clients. They make using a computer a better experience. Enabling frameworks are just as valuable on the people side of business, especially in the area of client engagement and can improve your organization's effectiveness in how clients interface with your organization.

Attribution: Exelon

Apptio: Automating Cost Transparency

IT spend has become one of the largest budget line items in companies today. IT organizations worldwide spent over $3.7 trillion dollars in 2013 alone. Despite the growth in IT spend, many IT organizations do not have the capability to clearly and easily articulate where that spend is going, how it correlates to the services they are delivering or what value the business is realizing from the services. In order to stay competitive, businesses are seeking ways to optimize and align.

Attribution: Apptio

Apptio: Eleven Essential Metrics for Optimizing the Business Value of IT

In this primer, we discuss the IT financial metrics employed by many of today's leading IT organizations to provide better transparency and align IT to the needs of the business. We focus on the essential IT financial metrics that help you make better decisions and communicate with stakeholders in the language they understand. By reading this primer, you will better understand how to use IT financial metrics to improve the business value of IT.

Attribution: Apptio