Posts by Chris McGugan

Skip the Lottery—You Can Win Big with Digital Transformation

1 in 300M vs 1 in 8: You’re Much More Likely to Win at Digital Transformation

  • Chris McGugan
  • November 2, 2018 | Estimated reading time: 3 minutes to read
  • More than 300 million people played the Mega Millions last week in hopes of winning $1.6 billion, the largest jackpot in U.S. history. I understand…
Microservices are at Work for Avaya Customers Today

Microservices are at Work for Avaya Customers Today

  • Chris McGugan
  • October 22, 2018 | Estimated reading time: 3 minutes to read
  • It came up in conversation during a recent client site visit: “Where does Avaya stand with microservices?” The topic is being increasingly discussed as the…
Four Ways to Better Align IT and LOB for Digital Transformation Success

Four Ways to Better Align IT and LOB for Digital Transformation Success

  • Chris McGugan
  • October 16, 2018 | Estimated reading time: 5 minutes to read
  • The start of a new fiscal year is upon us. About three months remain for business leaders to neatly wrap up their 2018 goals and…
Customer Grievances Beyond the Grave: Why Experiences Matter

Customer Grievances Beyond the Grave: Why Experiences Matter

  • Chris McGugan
  • September 18, 2018 | Estimated reading time: 4 minutes to read
  • I recently chipped away at the issue of companies poorly incorporating voice of the customer (VoC) insights into the experiences they deliver (according to Gartner,…
Use VoC—Voice of the Customer—Insights to Blow Your Customers’ Minds

Proactively Use VoC Insights to Blow Your Customers’ Minds

  • Chris McGugan
  • September 6, 2018 | Estimated reading time: 5 minutes to read
  • They say that by 2020, customer experience (CX) will overtake price and product as the No. 1 brand differentiator. I say it already has. Every…
4 Steps to Organizational Agility—It’s Nothing More Than Culture & People

4 Steps to Organizational Agility—It’s Nothing More Than Culture & People

  • Chris McGugan
  • July 23, 2018 | Estimated reading time: 4 minutes to read
  • In a 2018 Digital Transformation Readiness Survey conducted by Appian, 72% of executives admitted they don’t believe they’ll be able to scale their efforts to…

The Tipping Point of Culture and People in DevOps

  • Chris McGugan
  • July 2, 2018 | Estimated reading time: 4 minutes to read
  • Global spending on digital transformation technologies is expected to reach $1.3 trillion this year and double by 2021. Good news, right? Well, sort of. Industry…