Oracle Archives - Page 2 of 4 - de Novo Solutions

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

Published on January 11, 2021

Chasing Rainbows – Looking for Experience Economy Nirvana

When you are pioneering out in the new frontier you are constantly looking for the elusive leprechaun’s pot of gold. Personally, this is all part of the challenge and the fun of being an entrepreneur. As Einstein said “The important thing is not to stop questioning. Curiosity has its own reason for existing”.

You are searching for something new, constantly asking why? and pushing the boundaries of the art of the possible, often to the soundtrack of the word “no” with many dismissing you for just chasing rainbows.

The pot of gold we are seeking is the digital equivalent of the employee experience nirvana (and I am not talking the band here, but what a great band!). It is fundamentally rethinking how we engage and interact with technology at work to deliver the core business, a paradigm-shift to where we are today.

Being brave and thinking big is all part of the journey, so read on…

Cloud SaaS ERP systems supports our work but does not reflect the way an Organisation delivers its core business 

The first generation of Cloud SaaS applications saw the creation of specific functional modules for human resources, payroll, finance, procurement and supply chain. Many were stand alone, but a few like Oracle Cloud delivered a fully integrated solution on a single data model with a modern look and feel for user experience. But even for an industry which, I conservatively calculate, has invested around $150-200 billion in research and development activities over the past 10 years, the journey is never over and SaaS innovation drives constant evolution as the world continues to change around us.

So did we lead everyone down the garden path regarding Cloud SaaS applications over the past ten years? Absolutely not. The benefits of moving to the Cloud for the back office and adopting standardised business processes are well documented.

We continuously promote the many benefits of Cloud SaaS ERP systems, and it is a personal frustration fo me when I see organisations still delaying in migrating to the Cloud. Opportunity missed? Absolutely, as they are denying themselves to a wealth of innovation. For some, the stubborn refusal not to invest in either their front or back office technology platforms has in my mind been a contributing factor for them having to close their doors forever due to the pandemic and the accelerated shift to digital as they could not modify their business operations fast enough.

Looking back to the beginning of SaaS applications a completely logical place to start was always to re-engineer and redesign the underlying business functions for HCM, Payroll, Finance, Procurement and Supply Chain that are all required to support core business operations.

The correct way to implement Cloud SaaS is for an organisation to adopt, not adapt the SaaS standardised business processes, but with the exception of the professional user whose job requires them to spend most of their time inside one of these modules the majority of employees have little interaction with such systems on a regular basis.

The irony being that a significant part of any SaaS implementation project’s budget is allocated and spent on business transformation activities where we target this same audience. Once the project has finished this becomes a sunk cost as we often see that the change hasn’t stuck and then we ask why?

A new direction? No, it’s just evolution…

Today it is still rare to find an organisation’s front office systems that interact with customers directly or the systems that are used by employees internally to enable core business delivery to the end customer are connected to the back office ERP systems.

The vast majority of front office transactions will initiate a back office ERP transaction. Consequently through the lack of digital integration it exposes a number of inefficiencies in an organisation’s business operation.

Even with current modern Cloud SaaS applications, the work an individual undertakes is still disjointed across a number of distinct front and back office systems. Ironically, this has been compounded further by those who have already moved to SaaS for their back office and subsequently compounded even further if an organisation has decided to use multiple different functional systems from different suppliers for their ERP platform.

The human drives the machine, and this creates inefficiencies in the workplace as individuals spend considerable amounts of time undertaking non-productive work in driving processes rather than focusing upon those value-add strategic tasks that require human thinking and business relationships.

The systems we use do not reflect the way an organisation executes its core business and also do not reflect critical “human” elements that contribute to an organisations culture.

Finding Nirvana – The Algorithm of Business & the Human Pulse of the Organisation

So what are we looking for? Fundamentally, we all want to be successful at work, regardless of whether we work in the private, public or the 3rd sector. To do that, we have to be constantly connected with what is going on around us both inside and outside the organisation as this influences and impacts the way we execute and deliver our core business.

Consequently, it is necessary that we have relevant accurate information immediately in order to take action in a timely fashion. Being able to execute a service on the go that has an interactive experience completed anywhere between 30 and 60 seconds before we have moved on is imperative.

Why? because we have developed, thanks to the internet, an insatiable human behaviour for immediacy, before we are distracted and our attention has moved on. Our time is our most valuable asset and to be effective we want to maximise it. People compete for our time and our attention.

You have to look no further than basic business strategy and algorithm of business of “Better, Cheaper, Faster” that is underpinning the evolution of SaaS.

Imagine a scenario where you as an individual didn’t have to change; a place where the technology you access adapts to you as an individual and reflects your behaviours. True individual personalisation not just based upon one’s persona or role within an organisation but something that is dynamically tailored to you individually relevant at a point in time enabling you to operate at peak performance subconsciously in regard to effectiveness and efficiency at work.

Technology should be an extension of oneself. I am already at the point in my thinking where there is a digital chatbot of me, reflecting my personality – now that would be interesting. Think Tron! (for those that don’t know who Tron was, find the time to sit down and watch the wonderful Disney movies Tron (1982) and more recently and applicably Tron Legacy (2010)).

A step to far? Not really, the concept of a digital avatar of oneself as a robot running around an organisation’s digital systems on one’s behalf is quite feasible and not that far away.

Technology driven experiences are a multi-dimensional entity that changes constantly over time and any digital nirvana will have the following characteristics:

There is a strong phycological human behavioural and cognitive element to finding the employee experience nirvana. It is this that needs to be understood on an individual basis as part of the design.

Technology that contributes to an Organisations Culture

Great technology should contribute positively to an organisation. It should be something that customers and employees can embrace, the interaction creating a positive experience with the organisation.

Enterprise Service Management (ESM) – the starting point but not the final destination

The platform vendors are now looking and already beginning 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 leveraging interoperability. 

Labelled as Enterprise Service Management (ESM) this is really only the beginning of the journey, as the workplace Cloud based technology agenda is now set for the next decade. ESM in my opinion is just the first stepping-stone on the journey and not the final destination. 

ESM Cloud solutions like ServiceNow and Salesforce are leading the technology charge into the new frontier connecting customers and employees creating connected experiences.

You only have to look at the R&D investment highlighted on earning calls and in the wider media as well as the acquisitions being made to accelerate platform functionality to acknowledge that the direction of travel has already been set.

The experience economy nirvana is achieved by creating value by delivering personalised experiences over standardised business processes across an enterprise. To do that Enterprise Service Management Cloud solutions provide the platform to facilitate the necessary integration into the leading ERP Cloud platforms.

The technical architecture equation is simple… Experience Economy Nirvana = ESM + ERP

It’s all about Leverage – Recognise, React and Realise

As evidenced Cloud SaaS applications are evolving and we are clearly moving out of functional silo’s and across the enterprise by the addition of an experience layer within an organisations technical architecture. The direction of travel has already been set however the gap now exists in regard to delivery and implementation capability to make these solutions work. Customers who are becoming the early adopters are going to find that delivery of such experiences are not going to come pre-packaged and just jump out of the box, rather they are toolsets that need to be assembled and installed across the enterprise. In time this will change as the platform vendors and the Independent Software Vendor (ISV) community create industry wide experiences. However, once an organisation has invested in this hybrid Cloud infrastructure connecting front office to back, they will be on the road to the experience economy nirvana. The trick being to become an intelligent customer and leverage the platform vendors and ISV R&D investment and not build everything yourself.

As this journey continues there will be numerous twists and turns in the road ahead with many new chapters still to be written…in many ways we have only just begun.