In business, we often ask how we can be more valuable to our customers. But, according to Michael Schrage, research fellow at the MIT Center for Digital Business, there’s another question that we don’t ask often enough: How can we make our customers more valuable to us. At CDW’s Improving Productivity with Digital Transformation Summit…

Amazon has excelled at three things retailers have always needed to excel at: understanding customers’ demands, quickly fulfilling those desires and keeping costs down. During their meteoric rise, Amazon and other online retailers have outperformed their brick-and-mortar competitors across these three disciplines because they operate in the cloud. This enables them to readily capture customer…

The days when digital technology lived only on our desktops and in our data centers are gone. Now almost everything in our work environment is digital, from our vehicles to our air-conditioning systems. And we have powerful computers in our pockets at all times. IT leaders must understand — and respond to — this new…

There have never been so many ways for customers to do their banking. Of course, they can walk into a local branch or call a toll-free number, but they might also access their accounts through a mobile app or roll up to a video ATM and connect with a specialist based several states away. In…

Have you noticed how many more companies are highlighting their importance on customer satisfaction? That’s likely because customer experience and referrals are used by three-quarters of businesses as a key performance indicator for the company’s performance, and, more often than not, is reflected in executive bonus compensation. And, from an IT standpoint, providing quality customer…