HR is overwhelmed these days. The pandemic has created a tremendous disruption to daily operations; there is a sudden spike in work from home (WFH) inquiries. Mental health is now a topic in staff meetings (and has even caught the attention of compliance and risk management). How do you strike up a conversation with decision-makers…
Year: 2020
Over the past several months, I have had the privilege of speaking with CIOs and IT leaders about their responses to the pandemic. My conversations have focused on the crucial roles of digital transformation and automation in ensuring success for remote workers. Now, 6 months into the pandemic – which abruptly impacted every facet of…
When starting a new job, it helps to meet that one person that will show you the ropes. Usually it is someone who has been with the company for a while and who is well-versed with the plethora of company policies and procedures. You can ask this person a wide spectrum of questions, such as:…
According to McKinsey & Company, 62% of employed Americans are working from home as a result of the pandemic. The good news is that 41% of them are actually more productive working from home. The bad news is that 31% are less productive. Since the start of COVID-19, the ability for employees to shoulder tap their…
As with any emerging category, there couldn’t be more ways to describe AI-based employee self-help: chatbots, virtual assistants, virtual employee assistants, virtual agents, virtual support agents . . . and the list goes on. This is a time when prospective buyers need clarity, but the variety of terms describing this space does just the opposite….
Many customers have told me that they deployed an IT service management (ITSM) portal with the goal to shift left. Most of those deployments were driven by a claim by the ITSM vendor that a “self-service portal” is a necessity – just like water, electricity, and change management. “Just create your portal and good things…
As part of our CIO Perspective Series, I get the opportunity to interview a variety of CIOs around a number of topics, and more recently to understand the impact of the work from home mandates due to the pandemic. What quickly became clear in my recent discussions was that IT service desks of digital-native enterprises…
In April I wrote a blog summarizing an interview I had with Declan Morris, former CIO of Splunk. At that time, I was seeking to understand the CIO perspective on the initial impact of COVID-19. A lot has changed since then. This blog captures an interview I recently had with Eric Johnson, CIO of SurveyMonkey,…
Due to the impact of the COVID-19 pandemic, the investments that your organization makes in technology solutions (e.g. help desks, chatbots, RPA) must realize value sooner and more broadly than ever before. According to a recent Gartner press release, IT spend is expected to decrease by 8% in 2020, with priorities shifting to support operations…