Digital Leaders Blog

According to a recent survey by McKinsey, the way companies engage with customers and the tools supporting customer interaction will change dramatically over the next few years.

An omnichannel world will emerge with customers having access to a wide range of digital contact options for interacting with companies, not just the traditional call centre. Fully 75 percent of customers will use multiple service channels. This will include web sites, apps, social media, chat and voice.

Frontline robotics will also play an important gatekeeper role, helping to determine customer requests and handle simple issues. The report estimates that robots will be able to fully resolve 30 to 50 percent of all customer requests.

The emergence of omnichannel digital options will…

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Is Marketing Becoming Obsolete?

Next week I will be in Iceland delivering two half-day workshops.

The first session will examine the changing role of HR in an era of digital disruption.

The key motion being discussed during workshop two is whether marketing, as we know it, is becoming obsolete. Is the convergence of disruptive technologies (mobile connectivity, social media, the cloud, big data, predictive analytics, algorithms, IoT, AI, automation, cognitive computing, augmented reality and the blockchain), combined with the rapid emergence of a new generation of constantly connected customers (Gen C), leading to the end of marketing as usual?

Key discussion points will include:

  • Has the marketing profession adapted quickly enough to the digital era? Does…
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Industry 4.0: Infographic

Connected devices are set to transform manufacturing, from demand forecasting to inventory management. While the vast majority of firms recognise the opportunity, many remain behind the curve in terms of adoption. 

The Infographic below summarise the current state of play. 

Click the image to view in full-size.

View source article here.

 Jim H

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Digital native companies have captured value from established businesses because of their innovative use and development of technologies, business models and customer experiences.

According to a recent study by McKinsey, however, an overlooked element in the success of these companies has been their use of next-generation operating models defined as:

"The continual effort to improve end-to-end customer journeys and business processes by applying advanced technologies and sophisticated operational methods in an integrated manner. The combination typically results in, or is built around, a business model that is new to the industry and allows the company to move, adapt, and scale quickly."

By applying next-generation operating models, traditional companies…

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Digital Nation Round Table

I have been invited to participate in a Scottish Business Insider/BT Digital Nation Round Table this coming Friday, being held at the University of Strathclyde's new Technology Innovation Centre (TIC). 

A number of challenging questions have been presented to provide focus to the discussion.

Friends and colleagues will know that I have strong views on most of the issues listed below which I will be expressing on the day.

I would be interested in your own thoughts and comments which I will be happy to communicate to the group.

If you would like to comment, please do so on Linkedin at Digital Nation Round Table.

  • Is…
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The Critical Role of Digital Change Agents

Another excellent article from Brian Solis and one very relevant to our ‘Leading Digital Change’ 2018 Masterclass series.

The core theme of the article can be summarised as follows:

  • Digital transformation is more than just digital. It is about modernising and future-proofing your organisation. First and foremost, successful digital transformation is about people and culture, not technology.
  • Many organisations continue to struggle with implementing successful change programmes. Digital change agents have a critical role to play in accelerating progress - the unsung heroes of every successful digital transformation.
  • The challenge is whether executives can find and empower them to bring…
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MIT have recently published their Top 20 Sloan Management Review articles of 2017.

Not surprisingly, articles on digital strategy, transformation, AI and data analytics dominate the most popular reads. 

The Top 20 are listed below (click link to access each article): 

The Jobs That Artificial Intelligence Will Create

Reshaping Business With Artificial…

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It’s not very often that a single book changes your life. In my case, it was two books, both published twenty years ago.

Until the mid-1990's, I was following a typical University career path – teaching International Business/International Marketing, researching and publishing in academic journals.

The seed of change was planted in 1996 when i read Being Digital by Nicholas Negroponte, MIT Media Lab.

The digital age is coming and it cannot be denied or stopped. We are discussing a fundamental cultural change. Computing is not about computers, it's about life;…

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The 8 Types of Company Culture

Our previous blog post argued that people, organisation and culture NOT technology have become the main barriers to successful digital transformation. Many digital change initiatives faiI because of an over-emphasis on technology at the expense of people.

In the interesting video below, researchers from Harvard Business School present eight types of organisational culture with implications for digital change. management. Please click on the image to view the video.……

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People, organisation and culture NOT technology have become the main barriers to successful digital transformation. Many digital change initiatives will fail because of an over-emphasis on technology at the expense of people. The HR profession needs to play a more proactive role in driving the digital transformation agenda.

It is now widely accepted that a convergence of disruptive technologies (mobile connectivity, social media, enterprise social, the cloud, big data, Internet of Things, artificial intelligent, automation and the blockchain), combined with the rapid emergence of a new generation of constantly connected customers and constantly connected employees (Gen C), is leading to…

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An online resource and knowledge hub supporting leaders in an era of digital disruption.

Dr Jim Hamill


MIT Sloan



Brian Solis

Digital Disruption


Internet of Things

Big Data

Artificial Intelligence