Assessment of the situation to devise a game plan for things to come to fruition.

the ceo magazine, digital revolution,
Paul Roehrig, VP & Global Managing Director, Center for The Future of Work, Cognizant Technology Solutions

Countless apps now make our lives more convenient and fun, but – let’s be honest – they haven’t really improved the more important elements of our lives, like how we bank, stay healthy, insure our families, educate our children.

But this is changing. Digital technologies – including AI, algorithms, bots, smart devices and big data – are beginning to impact not only things that are fun, but also work that matters. This includes game-changing productivity improvements that compress weeks-long processes into a blink, customize services that morph as we do, lead to more accurate diagnoses and predictions – the list goes on.

Forget all the blather about how companies love their customers. It’s just talk. I’m convinced that 90 out of 100 organizations simply tolerate customers. Their customers represent only a means to profit, and that message comes through loud and clear to those callers all too often.

Five recent examples from my own experience illustrate the point all too well:

Auto-Responders That Fail to Address My Issue

the ceo magazine, innovation,
Chuck Saia, CEO, Deloitte Risk and Financial Advisory

Disruption isn't just a buzzword. It's a legitimate concern on the minds of the executives I meet with.

There are a lot of reasons organizations can be disrupted—innovation, technological advances, policy changes, to name just a few. But if executives can foster a culture of courage and alter their strategy, there’s an opportunity to change the business model and the path forward. Organizations can take proactive steps and not only avoid being disrupted, but also become the disruptor in their industries.

That’s exciting.

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