From technology investment to business value
By Sumit Jha, Co-Founder & Director, CXBERRIES
Why Service Management provides the enterprise perspective required to translate technology investment into sustained business value?
One question has followed me throughout my career.
The technologies have changed, industries changed, organisations changed, but the question never has.
“We’ve implemented the technology. Why are we still not seeing the business value we expected?”
I have heard different versions of this question after ERP implementations, cloud migrations, operating model transformations, automation initiatives and, more recently, Artificial Intelligence programmes.
Looking back, what has always interested me is not the technology itself. It is why the same question continues to surface despite technology becoming significantly more capable.
Perhaps the answer has never been about technology alone.
Technology investment creates capability. Capability creates opportunity. Organisations create value.
The challenge is no longer creating capability. It is ensuring that capability continues to create value. Business value emerges when those...
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