Are You Managing Your Strategy Blindly?

WorkFit Product Customer Experience No capability-based business tool Prioritizing projects and investments

Artificial Intelligence (AI) and business intelligence are hot topics in many companies and attracting big budgets.  Companies are launching pilots and centers of excellence to tap into the power of big data.  Why?

WorkFit Whiteboard Video: Custom Measures

The Business Architect Business Architecture WorkFit Product

Thank you to everyone who has signed up for the upcoming Webinar: How to Drive Greater Value from Business Architecture. The turn out looks wonderful.  Jeff and I look forward to reconnecting with many of you.  For

If Jimi Hendrix visited the RMV...part 4

Transformation Customer Experience

He might have asked, “Are you [customer] experienced?”, but then again, probably not.  One thing he would have most likely agreed with, though, is that nearly all of us have had a Registry of Motor Vehicles

If Jimi Hendrix visited the RMV...part 3

Transformation Customer Experience

Unpacking Customer Satisfactions (CSat) In our last blog installment, “If Jimi Hendrix Visited the RMV…part 2", we defined customer satisfaction as the sum of two types of metrics:  CSat = Quantitative Metrics

The Waiting is The Hardest Part....Not Any More!

Customer Experience

"The Waiting", a Tom Petty and Heartbreakers hit, makes no reference to spending time at the Massachusetts RMV.   The song does, however, describe the customer experience most of us have felt visiting the Registry of