Trends & Concepts

On putting together better keynotes and conferences –  stretches and petting zoos

On putting together better keynotes and conferences – stretches and petting zoos

Major tech conferences and their keynotes are often grueling rather than enjoyable. By the time you’re 2 hours into a keynote and there is no sign of an end it becomes an endurance contest. We all have our favorite examples – “oh my god do you remember that time we thought we were done at […]

Can You Sell $10B by Focusing on Customer Experience? (short post)

Can You Sell $10B by Focusing on Customer Experience? (short post)

In 1997 (yes, 21 years ago) Steve Jobs made the case very vividly at the WWDC (developer’s conference) in the most eloquent way possible. It’s the customer experience, my friend.  It’s the customer experience. (if you want more on the setup to this question, asking Steve Jobs why they were killing certain technologies – which […]

Finally the industry has credible RPA product benchmarks from 359 superusers

Finally the industry has credible RPA product benchmarks from 359 superusers

As am sure most of you noticed, HfS quietly released the most comprehensive customer satisfaction benchmarking of the 10 leading RPA solutions, authored by Saurabh Gupta, myself and Maria Terekhova.  We covered 359 super users of RPA products (enterprises, advisors and service providers) across 40+ customer experience dimensions across the following 6 key dimensions: Features and functionality Integration and […]