This in an excerpt from my recent free ebook "Analysis, Automation and Adoption for #AwesomeAdmins"(44 pages of valuable content - not 6 pages of marketing fluff). It is written with Salesforce implem...

It seems obvious, but digital businesses require the internet.  Therefore, they are more at risk than more traditional businesses. These risks include: Targeted hacking:The recent DDos attach on...

Every major organization has some form of customer call center. You may have renamed yours “contact center.” They are manned by staff that are trained, tooled-up with technology and incentivized to su...

Ahead of the Business Performance Excellence USA conference taking place from September 26 -28, 2016, PEX Network columnist Ian Gotts, takes a closer look at rise of Operational Excellence in Silicon...

It is hard to think of a larger change management “project” than Brexit when you look at the number of people impacted, the degree or change and the worldwide visibility.  I am not sure I’d want...

“We wanted flying cars and got 140 character tweets”When people predict the future they always look at the technology and try and guess what it will look like.  But if we are looking at the futur...

So is this “digital revolution” even a thing? Or is it just another cynical concept promoted by the consulting firms and software companies to sell more of their stuff?The more you look at what is hap...

Which businesses are being impacted by the rise of cloud, social, mobile and big data? "That's easy," writes Ian Gotts, "ALL OF THEM".  This is the first of his new column series on driving opera...

British tech entrepreneur Ian Gotts on what he thinks makes Silicon Valley so successful I spent 15 years building Nimbus, a process mapping company, to a reasonable size in the UK and had a very succ...

More and more companies are recognizing the value of creating a unique and exceptional customer experience. New roles like the "Chief Customer Officer" and "Chief Digital Officer," are emerging as com...