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Recommended reading: The Business Value Exchange November

The Business Value Exchange is an editorial website, focused on presenting different perspectives on challenges faced by senior business and IT leaders, to help them drive more successful business outcomes. Specifically, the site aims to foster discussion and idea exchange around the topics of how IT enables business initiatives, such as Employee Empowerment, Customer Experience, Citizens Engagement, Business Innovation and Mergers & Acquisitions. The site is produced by editorial professionals at IDG, in collaboration with HP Enterprise.

 

Email-2-642x301.jpgIt’s a Question of Perception

The IT industry could learn much from healthcare in terms of providing the end user with the kind of experience they will remember for positive reasons rather than negative.  While being able to provide the technical support the user wants is important, it can often be equally important to provide a pleasing customer experience as this is what lingers in the users mind.

 

As Ade McCormack says, "The healthcare sector knows that a good doctor with a bad bedside manner is the equivalent of a bad doctor in the eyes of the patient. Similarly an average doctor with a good bedside manner is perceived as a great doctor by the patient. In other words, whilst patients expect a base level of technical competence, they see the real value coming from the positive experience associated with the service delivery."

 

You can read more of Ade’s views hereWhether you agree or disagree with his point of view may determine your future relevance to your organization!

 

 

 

E-Health-Copy-642x301.jpgIs open data a step too far?

Before the shouting begins, we're not suggesting that there should be no open data. We're totally in agreement with the principle that making data open to all can be for the benefit of everybody. It makes sense that the more data can be scrutinized by more people it will be subject to more ideas and innovations. We get that. Our point is that data doesn’t necessarily need to be made open to ‘all’ for it to be useful.

 

There is a good example here, where NHS clinical research data has been opened up to all NHS research entities and the life sciences industry. While the data might not be open in the purist sense, it has been made available to those organizations most likely to be able to use it for the benefit of all. What’s more, because it's available to so many experts in the field it has arguably made the need to make accurate records even more crucial.

 

In a nutshell: Open data is great, but if we concentrate too much on making sure that everyone has access to data rather than using the more pragmatic approach of making some available to everyone who might be able to use it we may miss a trick.

 

Read more about it here.

 

 

 

Waiting-for-the-Great-Leap-Forward.jpgStand aside people, the computers are coming

 

The idea that automation displaces humans from jobs is nothing new. The industrial revolution started about 250 years ago now and this process has been happening ever since. But used though we are to welding machines, conveyor belts and dishwashers we are entering a new phase of this phenomenon. The need to deal with the plethora of data created by the Internet of Things (IoT) means that tools will be created to replace many more jobs than those deemed to be at the lower end of the social scale. 

 

 

 

Mateen Greenway spells out the challenges this will create herenot least of which is in education.

 

 

 

Is this a bleak view of the future or just the price which is paid for innovation?

 

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