Hayley Dobson, Author at de Novo Solutions - Page 2 of 5

Double trouble for this digital edition so I thought I would pull in some additional expertise and commentary again from Libby Mason, recognised organisation and change management expert. So, here’s another episode from the Mark and Libby show…

Over the last 18 months we have seen the constant rise in the industry narrative from the SaaS cloud platform providers regarding the importance of delivering ‘experiences that matter’. Historically this narrative was heavily focussed on the end customer, but with a tectonic shift in how we manage our work and our workforce there is a wave of experience platforms which are now focussed on the employee as the customer.

SaaS ERP cloud over the past decade has delivered capability through leading business processes; whilst this is no longer new, it provides the foundation of any enterprise change as this becomes the base for future innovation. We have seen in the last few months that even the likes of Oracle, which is clearly one, if not the market leader of ERP and HCM SaaS cloud technology reacting to the relentless onslaught from the likes of Salesforce and ServiceNow with its ‘Oracle journeys’ in regard to the experience economy.

The gathering momentum around delivering relevant, timely and easy to access experiences to employees is fast becoming an element in any company’s competitive advantage. This is becoming the new benchmark in the digital world. Organisations in both public and private sectors are now making the link between improved employee and business performance, enabled by SaaS cloud platforms, delivering better services to their end customer by enabling their own workforce to do their jobs effectively. 

Future blueprint – building value through great experiences 

Whilst everyone seems naturally to dive immediately into ‘digital journey mapping’, which is a necessary activity and usually accommodated by a nice set of PowerPoint slides, let’s step back and address the basics.

Start with the end 

A lot of organisations fall into the trap of buying shiny new tools and then going to find problems to fix with them without really understanding which challenges are the most important to solve or which opportunities to prioritise. Cloud is a journey; you’re not going to get there all at once, so start with the experiences that are most important to building value and momentum for your organisation and determine which parts of those experiences are critical to quality. It will be different for every organisation and will span every process area from recruitment and onboarding, to procurement, to invoicing. Consider what you need to get right to succeed.

Cloud is a journey; you’re not going to get there all at once

Get your business model right 

Even when technology is deployed in the right way, if the operating model isn’t right, and the right employees are neither empowered nor have the right skills to do their jobs, then organisations can’t succeed. The people and organisational side of the equation is and always will be just as important. Experience platforms depend on having the right people doing the work, in the right place in the organisation, with the right skills and behaviours – getting this aligned up-front means we need to consider how to adapt our business to work in a new way. It will mean new roles, new skills, new behaviours and a new business logic to drive enhanced workflows.

The cloud SaaS design principle of ‘adopt, not adapt’ has not gone away. You need to decide up-front which technology platform’s processes you wish to ‘adopt’ as they all work differently – a ‘vendor agnostic’ strategy when designing the operating model only leads to significant rework. It’s like putting the cart before the horse, so don’t sit on the fence, as technology platform choice is not something you should kick down the road.

This is not an easy transition to make for many organisations. Trusting and empowering employees at the right levels in organisations is the best way to reduce unnecessary hand offs and eliminate waste in processes. This means challenging traditional approaches to managing control and often means reshaping individual and whole teams’ roles and accountabilities.  

Understanding organisational maturity will help to prioritise investment in upskilling and improving in areas where the experiences will have the greatest impact. 

Understand the data and get it right 

The data architecture of an organisation is absolutely critical. How many times do we come across poor quality data being held in siloed applications? For experience platforms to deliver genuine value, organisations need to spend more time thinking about the data model (including the end-to-end business logic like workflows, approvals). 

At a minimum, deploying an ERP SaaS cloud system becomes the first step in capturing and maintaining standardised datasets through the execution of standardised business processes. Elements to consider: 

For employees to be effective in the moment, they need the right data at their fingertips enabling informed decision making. 

Who is leading the way?

Done correctly, successful organisations: focus on business outcomes; break down delivery silos; create positive employee experiences without frustration and perceived bureaucracy; and consider human behaviours alongside technology fit. Examples include: 

Lloyds Bank deployed ServiceNow to address the problem of managing complex IT infrastructure across 100,000 people where data fragmentation across such organisations is commonplace in the financial services industry. Lloyds now has a cohesive view of its critical business processes. This has led not only to significant improvements in control, cost reduction and regulatory compliance but more importantly it has empowered employees, reducing frustration in the process! It also now has an experience platform for building continuous improvement across all areas of the business beyond the back-office enterprise.

Unilever is another example of an organisation which is leading the way in unifying the employee experience across its ERP/HCM cloud estate. Salesforce is deployed as the seamless engagement layer over their estate to simplify employee interaction, whilst still taking advantage of SaaS standardised business processes. This strategy has significantly improved employee productivity and reduced the reliance on employee helpdesks.

Eye on the prize

Experience platforms offer the potential to unlock significant value, enabling organisations to deliver performance enhancing services to their employees. This prize can only be achieved when you understand what is important to your organisation; know the cloud SaaS technology you are going to deploy and put in place an operating model and the data you need to support achieving that ambition. Without it, you will be left wondering why you’re not getting the value and what is wrong with the technology……spoiler alert, it’s not the technology!    

Trusting and empowering employees at the right levels in organisations is the best way to reduce unnecessary hand offs and eliminate waste in processes

Mark Sweeny, founder and chief executive, de Novo Solutions 
Libby Mason, founder, Alluvion Consulting

Clive Swan, the former SVP for application development at Oracle, has joined de Novo Solutions as non-executive director. We don’t usually cover appointments, but this hire is a significant feather in the cap for de Novo, which is effectively a start-up led by former Certus and Accenture execs, Mark Sweeny and Tim Warner.

Swan’s career at Oracle spanned more than 30 years – all in application development – ultimately leading the HCM product roadmap.

Read the full article on ERP Today here.


Press Release

de Novo Solutions Advances to a Premier Partner in the ServiceNow Partner Programme

Welcome to the Experience Economy #wearedenovo 

Langstone, Wales, United Kingdom – 15 November 2021: de Novo Solutions today announced its advancement to a Premier Partner in the ServiceNow Partner Program. de Novo Solutions supports ServiceNow customers with a range of industry vertical solutions and personalised experiences across front, middle and back offices leveraging the ServiceNow Now Platform®. 

de Novo Solutions creates personalised experiences over standardised processes using digital workflows across the enterprise, enabling all aspects of work. By using an experience-based enterprise architecture de Novo integrates front, middle and back-offices accelerating the digitalisation of work throughout the enterprise, transforming the way work is delivered to an organisation’s customers. 

Alex Alexandru, VP Finance Experiences, said “We are incredibly excited to announce this milestone in the ServiceNow Partner Program. It’s great to be recognised for our capabilities and success and demonstrates our commitment to the Now Platform®. We look forward to working closely with ServiceNow and our customers in developing and implementing industry vertical solutions creating personalised experiences using digital workflows across the enterprise”. 

Craig Roch, VP HCM Experiences, said “This milestone demonstrates our ever-increasing investment in the ServiceNow® Now Platform and recognising that the enterprise technology landscape is constantly evolving as hybrid cloud structures take hold and become the enabler for the experience economy. Congratulations to the #wearedenovo family that have strived to achieve this certification”.   

de Novo Solution’s transition to the Premier Partner recognizes achievements in the ServiceNow partner assessment methodology, which identifies the activities, accomplishments, and commitments that demonstrate de Novo Solution’s level of ServiceNow investment and go-to-market maturity. 

About de Novo Solutions

de Novo Solutions is a ServiceNow and Oracle Partner. It is a provider of industry vertical solutions, digital transformation and business support services for both ServiceNow and Oracle Cloud Applications.

About ServiceNow

ServiceNow (NYSE: NOW) is making the world of work, work better for people. Our cloud-based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. For more information, visit: www.servicenow.com.

ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries.   

Contact Info

de Novo Solutions
Alex Alexandru
alex.alexandru@de-novo-solutions.com 
+44(0) 1633 492 042 

As Featured in ERP Today | Written by Paul Esherwood, Editor in Chief, ERP Today

Can a new entrant change the game in the experience economy?

Getting the band back together is not always a prudent idea. How many times have we seen legends reform in their twilight years only to undo their previous good work and rewrite their legacy with a failed attempt at making it again? Pink Floyd (Momentary Lapse of Reason), The Pixies (Indy Cindy), Guns ‘N Roses (Chinese Democracy) and Queen (The Cosmos Rocks), to name just a few, have all tarnished their position in history with comebacks that were a pale comparison to their heyday. 

There are exceptions of course. Bowie aged like a fine wine after his evolution from Ziggy Stardust. The Detours reformed into the legendary, The Who. Even Take That, post Robbie, became credible following their unlikely comeback. There are plenty of other things that are better the second time round too – but that’s a conversation for another day.

So how does this music analogy translate into the tech world? Well, one of the industry’s most recognisable characters is starting over in an attempt to recreate some of the magic he enjoyed with his previous business, Certus Solutions.

Read the full article on ERP Today here.


Press Release

Introducing de Novo Solutions
(“de Novo”)

Announcing the return of Tim Warner and Mark Sweeny and introducing de Novo Solutions. 

London, United Kingdom – 21 September 2021: Building upon their previous entrepreneurial endeavours in creating, growing and exiting one of the first third party professional services firms dedicated to Oracle Cloud Applications in the UK&I, Tim Warner and Mark Sweeny today announced the launch of a new technology company for the emerging experience economy marketplace – de Novo Solutions.

Traditionally, SaaS Cloud enterprise ERP applications are designed in functional silos and do not always reflect the way employees work. The workers of today demand consumer-grade, virtually seamless digital experiences that help empower and enable them to deliver services efficiently and effectively to the customers or citizens they serve.

With a projected services to product ratio of 3:1, the total addressable market size of the professional services industry, supporting the experience economy, is estimated at $330 billion globally. The opportunity for an alternative dedicated focused consultancy offering against the large Systems Integrators and Management Consultancies can be significant.

de Novo is a boutique consultancy focused upon the experience economy specialising in creating industry vertical experiences and blueprints using ServiceNow and Oracle Cloud Applications.

The new organisation has said it is seeing many former executives and employees returning to pioneer into this exciting marketplace in both public and private sectors, with their goal to build another great British company, actively contribute to rebuilding the economy, and generating sustainable jobs in the UK technology sector.

Tim Warner, Chairman, said “We have watched the enterprise applications SaaS marketplace evolve, and again see the opportunity to pioneer and positively disrupt the systems integrator landscape. Pioneering new technology solutions, creating industry vertical solutions, and leading from the front made our previous ventures successful. de Novo is enhancing a formula for success and having many of the old team return we know we can achieve what we are setting out to be one of the very best systems integrators in the experience economy”.

Mark Sweeny, Chief Executive, said “Neither Tim nor myself are individuals that have ever accepted the status quo, and delivering innovation means bringing positive disruption to the marketplace. Where others talk about doing things, we have always surrounded ourselves with people that go and make things happen. We are in the era of hybrid Cloud architectures and experience workforce platforms, and it is great to be part of both the ServiceNow and Oracle families. Exciting times lay ahead and the team we have assembled are some of the very best industry recognised consultants that not only have deep product expertise, but also know how to build a great business and fuel customer advocacy for our services”.

About de Novo Solutions

de Novo Solutions is a ServiceNow and Oracle Partner. It is a provider of industry vertical solutions, digital transformation and business support services for both ServiceNow and Oracle Cloud Applications.

About ServiceNow

ServiceNow (NYSE: NOW) is making the world of work, work better for people. Our cloud-based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. For more information, visit: www.servicenow.com.

ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries.   

Contact Info

de Novo Solutions
Alex Alexandru
alex.alexandru@de-novo-solutions.com 
+44(0) 1633 492 042 

Press Release

Introducing de Novo Solutions (“de Novo”)

Announcing new British technology venture for the experience economy

London, United Kingdom – 21 September 2021: Building upon their previous entrepreneurial endeavours in creating, growing and exiting one of the first third party professional services firms dedicated to Oracle Cloud Applications in the UK&I, Tim Warner and Mark Sweeny today announced the launch of a new technology company for the emerging experience economy marketplace – de Novo Solutions.

Traditionally, SaaS Cloud enterprise ERP applications are designed in functional silos and do not always reflect the way employees work. The workers of today demand consumer-grade, virtually seamless digital experiences that help empower and enable them to deliver services efficiently and effectively to the customers or citizens they serve.

With a projected services to product ratio of 3:1, the total addressable market size of the professional services industry, supporting the experience economy, is estimated at $330 billion globally. The opportunity for an alternative dedicated focused consultancy offering against the large Systems Integrators and Management Consultancies can be significant.

de Novo is a boutique consultancy focused upon the experience economy specialising in creating industry vertical experiences and blueprints using ServiceNow and Oracle Cloud Applications.

The new organisation has said it is seeing many former executives and employees returning to pioneer into this exciting marketplace in both public and private sectors, with their goal to build another great British company, actively contribute to rebuilding the economy, and generating sustainable jobs in the UK technology sector.

Tim Warner, Chairman, said “We have watched the enterprise applications SaaS marketplace evolve, and again see the opportunity to pioneer and positively disrupt the systems integrator landscape. Pioneering new technology solutions, creating industry vertical solutions, and leading from the front made our previous ventures successful. de Novo is enhancing a formula for success and having many of the old team return we know we can achieve what we are setting out to be -– one of the very best systems integrators in the experience economy”.

Mark Sweeny, Chief Executive, said “Neither Tim nor myself are individuals that have ever accepted the status quo, and delivering innovation means bringing positive disruption to the marketplace. Where others talk about doing things, we have always surrounded ourselves with people that go and make things happen. We are in the era of hybrid Cloud architectures and experience workforce platforms, and it is great to be part of both the ServiceNow and Oracle families. Exciting times lay ahead and the team we have assembled are some of the very best industry recognised consultants that not only have deep product expertise, but also know how to build a great business and fuel customer advocacy for our services”.

About de Novo Solutions

de Novo Solutions is a ServiceNow and Oracle Partner. It is a provider of industry vertical solutions, digital transformation and business support services for both ServiceNow and Oracle Cloud Applications.

About ServiceNow

ServiceNow (NYSE: NOW) is making the world of work, work better for people. Our cloud-based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. For more information, visit: www.servicenow.com.

About Oracle PartnerNetwork

Oracle PartnerNetwork (OPN) is Oracle’s partner program designed to help enable partners to accelerate the transition to cloud and help drive superior customer business outcomes. The OPN program allows partners to engage with Oracle through track(s) aligned to how they go to market: Cloud Build for partners that provide products or services built on or integrated with Oracle Cloud; Cloud Sell for partners that resell Oracle Cloud technology; Cloud Service for partners that implement, deploy and manage Oracle Cloud Services; and License & Hardware for partners that build, service or sell Oracle software licenses or hardware products. Customers may be able to expedite their business objectives with OPN partners who have achieved Expertise in a product family or cloud service.  To learn more visit: http://www.oracle.com/partnernetwork.

Trademarks
ServiceNow are registered trademarks of ServiceNow Inc. and/or its affiliates.
Oracle, Java, and MySQL are registered trademarks of Oracle Corporation.

Contact Info

de Novo Solutions
Mark Sweeny
mark.sweeny@de-novo-solutions.com
+44(0) 7775 675 704

Cloud Software as a Service (SaaS) applications are constantly evolving embracing new levels of innovation as the world we work in continues to change and user’s expectations constantly increase.

The first generation of Cloud SaaS applications was focused upon the application Vendors establishing a comprehensive suite of SaaS services -Finance, Procurement, Supply Chain, HR and Payroll across the Back Office, but as we enter the new decade the focus of the market is now moving towards the experience economy.

The experience economy literally redefines the way we work, recognising that People do not work in functional silos.

Whether the experience presented is for an end customer or for an employee the market is constantly evolving with the next evolution of enterprise Cloud solutions based upon delivering personalised experiences over standardised processes by digitalised workflows.

Creating personalised experiences not only takes advantage of the new breed of technologies that are now available such as artificial intelligence, machine learning and adaptive analytics, but also allows implementations to be undertaken with an understanding of human behaviour of engagement and a fresh perspective as to how we can connect customer to employees and digitalise operational processes that span the enterprise support service delivery.

Introducing de Novo

de Novo Solutions is both a ServiceNow and Oracle Partner, allowing us to reach further across the enterprise connecting Client and citizens to employees creating experiences driven by digital workflows.

de Novo Solutions brings to the market its own Experience Architecture through the use of ServiceNow and Oracle SaaS Cloud, taking advantage of the strengths of both platforms to unlock hidden value with an enterprise.

ServiceNow and the Now platform provides the enterprise-wide platform that allows us to create personalised work experiences through digital workflows pulling in data from multiple front and back office systems; as well external 3rd party systems where required.

Oracle SaaS Cloud provides leading practice standardised processes across Finance, Procurement, Supply Chain, HR and Payroll.

It is this combination of platforms forming a hybrid Cloud structure that unlocks maximum opportunity for any Organisation, allowing it to personalise its employee experience, whilst having the security and knowledge that’s its underlying business processes are standardised ensuring data integrity.

Press Release

de Novo Appoints Peter Jenkins as VP of Business Development and Board Member

Langstone, Wales – 17 January 2022:  de Novo Solutions is delighted to announce the appointment of Peter Jenkins as VP of Business Development. Peter will join the Board of Directors from 1st February 2022.

Tim Warner, Chairman said “Peter was instrumental in teaming myself and Mark Sweeny back together again in the post Certus era. His ability to understand customer’s pain points, solve their problems and ability to work closely with the platform vendors in making their sales teams successful has long been the secret to our own success. His experience, knowledge and direction as part of the de Novo Board will be most welcome as we move forward on our journey”.​

Mark Sweeny, Chief Executive said “Peter has been a long-time mentor to both Tim and myself over the years and played a key part in the sale of Certus. His wise council and perspective have stood us well in the past and I know he will continue to put us in good standing in the future. Whilst its going to be hard work I also know we are going to have a lot of fun!”

Peter Jenkins, VP Business Development said “I have seen Tim and Mark create one of the most respected Systems Integrators in the SaaS space, pioneering and leading from the front, whilst focused on creating a family supportive environment for everyone involved. It says a lot given the success of Certus Solutions, that they are both willing and committed to create de Novo and turn it into a powerhouse across the ServiceNow and Oracle SaaS ecosystems with a laser like focus on developing its people and creating customer success and advocacy. Looking forward to being part of this journey”.  ​

About de Novo Solutions

de Novo Solutions is a ServiceNow and Oracle Partner. It is a provider of industry vertical solutions, digital transformation and business support services for both ServiceNow and Oracle Cloud Applications.

About ServiceNow

ServiceNow (NYSE: NOW) is making the world of work, work better for people. Our cloud-based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. For more information, visit: www.servicenow.com.

About Oracle PartnerNetwork 

Oracle PartnerNetwork (OPN) is Oracle’s partner program designed to help enable partners to accelerate the transition to cloud and help drive superior customer business outcomes. The OPN program allows partners to engage with Oracle through track(s) aligned to how they go to market: Cloud Build for partners that provide products or services built on or integrated with Oracle Cloud; Cloud Sell for partners that resell Oracle Cloud technology; Cloud Service for partners that implement, deploy and manage Oracle Cloud Services; and License & Hardware for partners that build, service or sell Oracle software licenses or hardware products. Customers may be able to expedite their business objectives with OPN partners who have achieved Expertise in a product family or cloud service.  To learn more visit: http://www.oracle.com/partnernetwork.   

Trademarks 
ServiceNow are registered trademarks of ServiceNow Inc. and/or its affiliates.  
Oracle, Java, and MySQL are registered trademarks of Oracle Corporation. 

Contact Info

de Novo Solutions 
Mark Sweeny
mark.sweeny@de-novo-solutions.com 
+44(0) 1633 492 042 

Great coverage in ERP today with Mark Sweeny and Tim Warner being interviewed by Paul Esherwood around de Novo and the Experience Economy and the worlds of ServiceNow and Oracle Cloud applications.

Read the full story

As Featured in ERP Today | Written by Mark Sweeny, CEO at de Novo Solutions

Inflection 2021 – The Missing Piece of the Enterprise Jigsaw

This year will see the continued evolution of SaaS cloud applications and once again we find ourselves at another inflection point. The next step brings into focus the final piece of the jigsaw and delivers on what ERP has been promising for decades – simply to make our lives easier at work.

Digital transformation is already here. There is no need to carry on debating whether people will continue to work from home or return to the office. Everyone is already working everywhere but the emphasis is changing. We have to break out from the functional silos that ERP systems create and look across the wider enterprise. Work is now coming to you rather than you going to work.

Organisations that continue to ignore the evolving needs of their workforce and do not have their people and the employee experience at the centre of their strategy will continue to lose pace with those who are prepared to invest. For some, this has already proven to be fatal. Be warned, no industry is immune to digital disruption.

Stay relevant – take the experience economy seriously

Any company that does not deliver a seamless customer experience will be forever chasing the next sale while their competitors build meaningful and lasting relationships with theirs. Deep customer relationships create customer advocacy and this creates repeat business.

JP Morgan estimate that the experience economy Total Addressable Market (TAM) size is $110bn globally and Gartner research analysts are predicting that by 2024 organisations with an established multi-experience strategy will outperform their competitors in both customer and employee experience satisfaction metrics with:

To be successful organisations must always stay relevant to their market. The Gartner research makes a compelling argument that understanding both your customers’ and employees’ needs, wants, and behaviours on an individual level is more important than ever.

Delivering great products and services still needs human interaction. The consumer grade digital B2C world we all experience in our personal lives has now arrived in the workplace. We demand one click.

By creating real-time subconscious digital experiences that make employees efficient, effective, and most importantly successful, increases employee satisfaction as they feel valued. Employees now get to spend their most precious asset – their time – dealing with customers and/or citizens and not wading through endless back-office organisational bureaucracy.

The time to invest is now

The infamous Richard Branson quote, “Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients”, is true. So why then do we continuously deny the type of capability we subconsciously use in our social lives to our employees at work?

Even with modern SaaS cloud applications the way we interact with technology still does not reflect the way an organisation actually works and does not reflect the human element that contributes to an organisation’s culture. Very few employees inside an organisation work within a functional silo as the business processes that support service delivery connect front-office to back and span multiple functions and supporting systems outside a core ERP platform.

Inefficiencies in the workplace exist as individuals spend considerable amounts of time undertaking non-productive work in driving processes in functional silos rather than focussing upon those value-add strategic tasks that require human thinking and business relationships. This often creates pure frustration on an employee’s part. Consequently, there is a strong phycological human behavioural and cognitive element to finding the employee experience nirvana.

As we crawl out of economic recession the war on talent still remains.

Employees’ expectations are that they will not only get technology that works but tech that makes them successful in their role. If you want to attract and retain the best talent you need to create an environment that clearly demonstrates you value them.

Any company that does not deliver a seamless customer experience will be forever chasing the next sale


The direction of travel has been set

The experience economy is no passing fad with industry titans like Bill McDermott, CEO at ServiceNow, Marc Benioff, founder and CEO at Salesforce, and Mike Ettling, CEO at Unit4 all setting the direction of travel since late 2019. Just recently Larry Ellison, founder and chief technology officer at Oracle has also entered the fray.

The front office platform vendors are now looking to provide enhanced customer and employee experiences across the enterprise, breaking down the silo functionality of back office systems and bringing the work to the user by using technologies such as artificial intelligence, machine learning, adaptive analytics and interoperability.

Josh Bersin, a renowned HR industry evangelist and analyst was quick to identify this as early as 2019, with his insights on the ‘employee experience platform’ being introduced into the workplace architecture.

Naturally being in an industry that loves its labels and acronyms we refer to it as Enterprise Service Management (ESM). However this is only the beginning as the workplace cloud-based technology agenda is now set for the next decade.

The rise of the employee experience platform

The evolution of the experience economy is so much more than an intelligent employee portal enabling access to a wider range of inter-departmental services. The leading ESM technology vendors like Salesforce and ServiceNow are providing platforms that will in time have the capability to deliver individual personalised experiences automatically in the workplace. This is the nirvana of the experience economy.

However to achieve this you have to combine the experience layer ESM applications with the back office business process ERP. Consequently, a new experience architecture materialises that can provide personalised experiences over standardised processes.

An experience architecture is data driven and takes advantage of a myriad of new technologies. It is this that drives a personalised employee experience bringing the relevant application services to the user at the appropriate time, unifying the underlying ERP platforms, various lines of business, front office systems, and external trusted industry relevant systems but without the user ever having to touch these systems directly.

Imagine being contacted by phone or text message to initiate an action, or to make you aware of a relevant event, and then being able to communicate through voice when required to access the company portal on your remote device; what you are presented with is an individual personalised front end. All automatically generated and configured with no customisation and applicable to you for that moment in time, with the same standardised processes in the background being executed. This is what the future looks like.

Adopting the entrepreneurial mindset

2021 will only see the experience economy gaining momentum. To take advantage, organisations need to adopt an entrepreneurial mindset, have a positive attitude and a willingness to step up and do something to embrace the direction of travel.

So think big, think different; be prepared to take calculated risks; ignore your critics and remember it’s not just about making money! It’s about contributing by making a positive difference.

My advice for 2021, be different, be you and go be brave, because this train is leaving the station. 

Mark Sweeny, founder, de Novo Solutions