When people in an organisation have different interpretations of what really matters to customers, the customer experience falls apart. The difficulty is to align business units and individuals to do ...

Google Buzz: revolution, evolution, or devolution? Many of you have asked me for my take. So here’s how it stacks up against my five next-generation product & service design principles — the ...

Within the world of SOA, services are the building blocks, and at the lowest level of the stack. SOA is an architectural style supporting loosely coupled services that enable the construction of many ...