Digital Business
Ian Gotts

Digital Business Don’t Work Without the Internet: What’s your Plan?

The recent DDos attach on DNS outage took down sites including Amazon, Twitter, Netflix, Etsy, Github, and Spotify. Dyn said on Friday that it suffered a DDoS attack, or a distributed denial of service. That basically means hackers are overwhelming Dyn's servers with useless data and repeated load requests, preventing useful data.

by: Ian Gotts
Published: October 26, 2016
Tags: digital businesses, hacking, Ian Gotts, Customer Data, power outages


Ian Gotts

CRM = Customer Rejection Management

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 support customers. The center is critical because it drives long term sales and protects repeat revenue. It may even be considered a “profit center.”Customer StrategyBut your customers are calling you... Read more

by: Ian Gotts
Published: September 1, 2016
Tags: Ian Gotts


Ian Gotts

Operational Excellence in Silicon Valley - A Glimpse of the Future

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 Valley and what's next for Operational Excellence 2.0. I spent 15 years building Nimbus, a process mapping company, to a reasonable size in the UK and a very successful exit. I now live in San... Read more

by: Ian Gotts
Published: August 11, 2016
Tags: Ian Gotts, Operational Excellence, Business Process Excellence


Ian Gotts

What Will Process Excellence Look Like In 2025?

“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 future of Operational Excellence we need to look at what companies will be like – their business models, their resourcing approach, their customer base.  And it is the last item that is critical to think about... Read more

by: Ian Gotts
Published: July 20, 2016
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Ian Gotts

5 Change Management Lessons from Brexit

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 to be leading the project, and neither would anyone else based on the speed of resignations in the UK Government and Opposition.  But here are five important lessons for anyone involved in leading a... Read more

by: Ian Gotts
Published: July 20, 2016
Tags: change management, change management lessons, Ian Gotts, Brexit


Ian Gotts

Digital Revolution: Where Even Small Things Have A Big Impact

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 happening in industry after industry and company after company, I believe that only now are we are seeing the true “Digital Revolution”.  And the cataclysmic change will match that of the industrial... Read more

by: Ian Gotts
Published: June 21, 2016
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Ian Gotts

Aren’t All Businesses “Digital”?

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 operational excellence in digital age. Here's what it means for you.I can hear you say “Not another column on Digital _________”  (fill in the blank: Transformation / Disruption / Business / Trends / Age /... Read more

by: Ian Gotts
Published: May 18, 2016
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