Welcome to Just Clarity, a periodic podcast about Digital. Just Clarity is produced by the team at Digital Clarity Group. We help leaders transform the experience they deliver to customers, prospects, and their employees through the effective selection, integration, and adoption of customer experience management technology. Learn more at digitalclaritygroup.com Cathy McKnight (CMc): In this week’s episode we'll look at the seeming lip service being given to organizational change when it comes to technology implementations. My name is Cathy McKnight and I am the VP of Consulting for Digital Clarity Group. Joining me today is Jill Finger Gibson, one of our Principal Analysts. Welcome, Jill. Jill Finger Gibson (JFG): Thanks, Cathy and good happy morning to you. So yeah the topic of organisations change, it seems to be coming up more and more interestingly at technology themed conferences and I think that most recently we both heard it when we were at the Gilbane Digital Content Conference last week where increasingly, although the discussions of what technology you choose to implement it be it a CMS or a more complicated solution, people are starting to come around to the idea that it’s more than just about the technology which is good for us right? Because that’s how Digital Clarity Group was founded is exactly thinking that and looking at the processes around in place are important. I guess one of the things I’m wondering about organization changes, how are you seeing that playing out or do you with working with our clients who are doing these kinds of projects in the end user consulting business. CMc: Yeah it’s a huge topic Jill, I mean as you know I talked about last week when we were together in Boston at Gilbane, again we’re seeing more and more coverage of it from an article and blogging perspective, but we certainly from a consulting practice perspective see it with every engagement regardless of whether we're going in and helping a company to get their roadmap for strategy together. So that early stage where they’re not quite at a technology implementation or if they call us up and we’re helping with the selection, one of the focal points for us is to make sure that they’re taking into consideration this is not about technology. When push comes to shove a major implementation whether it’s a web content management system or digital experience platform or marketing automation platform, doesn’t matter what the technology is whether it’s MarTech or beyond that, companies really have to consider what they’re getting from a technology and how that impacts their teams. What a lot of companies don’t realise and what advocate for is to not look at it as solely a technology implementation, we look at it from a four prong perspective which is technology obviously, the people and the process being two of the other factors, but also in relation as an overall umbrella to the organisational goals of why they’re actually implementing the new technology, and often when you put it in context of that, throwing in that fourth layer because you often hear about people, process, and technology, when you tie it back to the concept of, “Okay, why are we doing this?”, it really makes them stop to think about the people and the process and the other aspects of the business that the new technology will impact. JFG: Yeah, So you’ve experienced that. Do you have any sort of without naming names, an example of a project that maybe you’ve worked recently or a case study where that might have happened? CMc. Yeah, we actually did a selection for a company on the west coast earlier this year and they were very, very myopically focused on the technology. So what they wanted to engage us for was the selection of a web content management system and when I went in there and the team started asking them questions about you know, “Okay well can you show me your content strategy, can you show me your digital strategy,

Just Clarity

PODCAST: Organizational Change in Technology Implementations

Welcome to Just Clarity, a periodic podcast about Digital. Just Clarity is produced by the team at Digital Clarity Group. We help leaders transform the experience they deliver to customers, prospects, and their employees through the effective selection, integration, and adoption of customer experience management technology. Learn more at digitalclaritygroup.com Connie Moore (CM): Welcome to Just Clarity podcast sponsored my Digital Clarity Group. I’m Connie Moore; I’m the Senior Vice President of Research at Digital Clarity Group, and I’ll be moderating our call today. Our guest is a very good friend of mine and someone I rely upon when I want to brainstorm or think through issues around Business Process Management, Customer Engagement, or business transformation, and our guest is Derek Myers who is a Principle with a structured talent based in London. Prior to that, Derek and I worked together at Forrester Research for a number of years, supporting Business Process Management professionals on their journey to business and customer transformation, and before joining Forrester, Derek was the founder and Principle of Enix Consulting where he advised large organisations and software vendors on all aspects of Business Process Management. So, Derek I would like to welcome you. Derek Myers (DM): Thank you, Connie. CM: Today we’re going to be talking about Entity Modeling and its role in Business Process Modeling and Business Process Development. So Entity Modeling has been around for a long time and is a familiar term to anyone in the Information Management field, but it’s still relatively new to the Business Process Management Practitioners Lexicon. So could you take us through what Entity modeling is and why it's surfacing now in the BPM circles? DM: When you say it like that, workflow, I’m not sure it really is surfacing that well. There are some vendors who have got the hint around it and you could argue that it’s pretty central to what you would think of as Case Management that you know we will come onto that I’m sure, but let's go back to the information Management domain. You know in the 1980’s when relational databases first appeared, this whole idea that you would construct a pure model of the data that you needed and somehow rather that wonderful model would permeate all your systems and all the programmers would get down and bow down to it rather than creating local variables for their… you know some of the products talk about global variables for example that are available to the other processes as well and then, of course, you get to this point of saying, “Well Hold on, I’ve got all these global variables and they all sort of relate to each other”, but by looking at the structure of the data you could actually say that a person has an address, you know the address is held in an address table because you might have more than one address and a person, obviously salutation, first name, what have you, but the address table, you could then have three addresses, or five addresses and you wouldn’t be limited necessarily in your user interface, and ultimately that’s the core of Entity Modeling is that you’ve got relationships between the entities that are important to you and you can use that to act as the basis for your processes and what have you to work on, and in a way I’m segueing now to almost to modern day, but some products have had it since the get go. If I think back to the approach and the product that I killed off in 1992, we had a core central set of entities that were reused across all processes and that way you never had to map your local variables and process A to process B, they all just shared the same data space and therefore, when I needed to from the calling process to call a second process, you know I didn’t have to do any mapping, it was very, very simple because that all shared the same data space, and that data space was defined through a set of entities.

PODCAST: The Role of Entity Modeling in Business Process Management

Welcome to Just Clarity, a periodic podcast about Digital. Just Clarity is produced by the team at Digital Clarity Group. We help leaders transform the experience they deliver to customers, prospects, and their employees through the effective selection, integration, and adoption of customer experience management technology. Learn more at digitalclaritygroup.com In this episode of Just Clarity, Connie Moore interviews Juanita Koilpillai, the CEO of Waverly Labs on the subject of Cyber Security. Connie Moore (CM): Hello I’m Connie Moore, Senior Vice President of Research at Digital Clarity Group and I’m delighted to have as my podcast topic today what customer experience leaders need to know about cyber security and I have a guest who has a very extensive background in cyber security. My guest is Juanita Koilpillai and she is the CEO of Waverly Labs which is a software and services company in the cyber security space. Also Juanita is one of the original leaders in establishing the Digital Risk Management Institute which is a non-profit organization that’s purpose is to expand the amount of knowledge around digital risk and cyber security and to help business leaders know how cyber security fits into the business landscape. So Juanita welcome. Juanita Koilpillai (JK): Well thank you Connie, I’m happy to be chatting about this conversation. CM: Yes we have been talking about it for a while and I guess I would like to start out by giving it a little bit of a preamble because folks on the customer experience side, the leaders of Customer Experience Management initiatives, maybe actually scratching their heads are somewhat curious about why we’re talking about cyber security because it seems so far afield of customer experience management. I actually went to a conference recently where everyone was at a minimum, a Director or Vice President level as well as we had a number of CMO’s and I asked a few of the participants at the conference who work for companies that I knew had had security breaches, and I asked them how they were working with the risk leaders and security leaders to address this, and they just kind of looked at me blankly and said, “We’re not.” So I think it is a very interconnected subject and I’d like this podcast to explore that and explain to our listeners why this is an important thing to be bringing closer together. So Juanita what is your experience? I know you work with the enterprises all the time that are either very concerned about breaches or have experience breaches. What connection do you see between the two topics? JK: So currently this whole conversation is very nascent with an organization at the executive level. It’s only been since 2015 when the board has started to get involved, CEO’s have been fired over cyber breaches, and the topic is new and people are trying to figure out how to have that conversation, what does cyber security look like for my business? And up till now it’s been up to the IT department, IT teams, Sysadmins, and CIO’s who have had this conversation, but bubbling it up to the board, to the executive team, to across the silos within organizations. It’s still a new conversation. So we at the Digital Risk Management Institute are trying to create and help with that conversation what it should look like. CM: And you have actually worked with companies that have gone into a panic after a security breach and you’ve observed some of the steps that they’ve taken. Now as far as I’m concerned, as a customer of a company that’s had a security breach where my information is out there somewhere in the digital world, that’s about a frightening as it gets. So how do you see companies that are actually in the firing zone and are going through these breaches, how do you see them reacting and where do the customers fit on their list of things that are really important to take care of? JK: It’s only been in the last year where that conversation has started to happe...

PODCAST: Cyber Security

On this episode of the Just Clarity podcast Tim Walters and Jake DiMare unpacks four bad reasons to ignore the General Data Protection Regulation (GDPR).

Podcast: Four Bad Reasons to Ignore The GDPR

Just Clarity is a periodic podcast about Digital. Just Clarity is produced by the team at Digital Clarity Group. We help leaders transform the experience they deliver to customers, prospects, and their employees through the effective selection, integration, and adoption of customer experience management technology. Learn more at http://www.digitalclaritygroup.com

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Just Clarity

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