Don't drag past inefficiencies into the future! — Know that feeling when you reach halfway through the financial year and its time to start thinking about your budget for the next financial year? The pandemic will complicate the process. I have no doubt that this year there will be a forensic focus on cost and where to invest. …

Sales will not know what to ask the customer — Consider this The market is moving from on-premise to the cloud at pace. Add coronavirus and we have a new operating environment. Understanding customer's requirements are key to a successful sales outcome. Customer requirements are often just a list of features and technology Any processes built for on-premise/pre-coronavirus solutions are no longer fit for purpose.

How often has this happened to you? What you have ordered gets delivered but is not quite what you expected? Have you ever considered why? I have been in many meetings where it is clear that the business requirements for a new cloud solution are not well defined or understood. Over time, these requirements are turned into a proposal (always with caveats) and a quote. Fast forward 6 months, the solution is up and running, but still in acceptance testing. Integrations are not completed, costs are higher than expected, the scope has changed. Nobody is comfortable.

Making sense of our uncertain times — This article is part 2 in the series “Adjusting your Cloud Product Deployment/Offer to a Coronavirus Driven World”. You can find part 1: Cloud Contact Centers — New Rules of the Game in the series here. When working on a product strategy, business case, or validating a product value proposition…

This article is part 1 in the series “Adjusting your Cloud Product Deployment/Offer to a Coronavirus Driven World”. You can find the Introduction to the series here. In the introduction, I outlined an approach to analyze the complex scenario that decision-makers face. I highlighted the importance of being clear about…

Any business decision-maker considering a cloud or Software as a Service (SaaS) product deployment today has a challenge. You may be a CxO considering how to accommodate and scale remote working (think collaboration tools — Webex, Zoom etc.) or deploy a new cloud-based contact center platform. Or a Reseller that…