I like reading CIO interviews and this one with Colin Cobain was particularly interesting.
Tesco has its knockers, for example see www.tescopoly.org, but you have to admire its business model and its success.
It looks like IT has played a central role in this.
Two themes from the interview leapt out and punched me in the face. (more…)
Lest anyone had forgotten how centrally important IT systems are to an enterprise then this story from the BBC website should serve as a good reminder.
Implementing a new mission critical system is never easy, especially if it involves a significant data migration.
I just hope that British Gas went for a Big Bang changeover. If they did, then probably the mess will get mopped up quite quickly. In fact the level of damage could have been worse for such a major exercise.
However, if this is the start of phased migration then there are many months of misery to come for the call centre people.
Last year Blue Prism sponsored some research into off-shoring business processes, front office processes - contact centres.
The shocking (not) conclusion was that Young People Don’t Trust Offshoring.
It’s very clear that customers do not like off-shored services so why do it?
