There has been much discussion on how information technology (IT) professionals need to incorporate the human interaction skill of empathy to stay relevant and employable in the age of artificial intelligence (AI) and robotics.
But an interesting twist and possible employment niche for forward-thinking IT professionals is: how can we test and measure empathy, and then use this knowledge to better serve our customers and each other. Is technology able to teach us how to be more empathic?
Our tests and measurements need to change Customer-focused companies are interested and have been collecting customer feedback for years. They conduct Net Promoter Scores (NPS), Smileback surveys, and all kinds of voice, email, and in-person survey collection. And while this information is consistent in quality of data collection, and provides quantifiable transactional and functional customer experience information, surveys do not help us understand customer emotion.
A survey can’t accurately measure common […]
The IT department often does double duty as the company internet policing agency. If you are an IT professional that’s in charge of monitoring or securing your company’s network, it’s a strong probability that you’ve had executive level conversations about blocking employee’s usage of certain websites.
Does Blocking Websites Actually Boost Productivity? According to a new report from Spiceworks, the answer is “YES!”
In organizations that place no restrictions on web activity, some 58 percent of employees spend at least four hours per week on websites unrelated to their job. That’s the equivalent of 26 workdays per year. But in organizations that block access to social media, only 30 percent of employees spend at least four hours per week on such websites.
What Websites are Being Blocked Of those companies that blocked certain websites from their corporate networks, here’s the breakdown of what they blocked:
85 percent banned illegal […]
Information technology (IT) departments are often thought of as the supportive team to the business-side. If a Chief Information Officer (CIO) wants to change this mindset, they need to stop waiting for sales and business development directors to come to them with client/user requests.
Instead, create a proactive IT department with these steps that will increase your productivity.
Create a Culture of Change As a CIO, challenge your team to be proactive and approach the business stakeholders with new ways technology can enable their teams to meet goals and solve problems. A proactive approach gives your team a leadership and consultative role within your company, your employees will have increased job satisfaction and will feel ownership over the projects they are collaborating or leading.
Develop a Mentorship Program Creating a mentoring program that pairs new IT graduates with seasoned IT pros helps the newer techs develop much needed IT […]
All Chief Information Officers (CIOs) have a first day, a first presentation and several first mistakes. If your company is on the recruitment search for a CIO, then review these four early career mistakes and how to find the candidate that can avoid them.
A newly hired CIO will have many new projects, maintenance roles, collaboration projects with various team members and its own tech team to manage. Additionally, there are potential disaster scenarios, such as hacks, malware, ransomware, etc. they need to be accountable for.
As with any technology leadership role, mistakes happen, let’s look at the four early CIO career mistakes and provide advice on how to avoid them.
Love the Everyday Work With 80 percent of technology budgets going towards maintenance, support and upgrades, it’s fair to say your CIO will be spending a significant portion of their time managing maintenance and support services. When recruiting […]
What’s your failure process? If your organization doesn’t have a documented failure process, then take the lead from Google and model how they learn from failure and why it’s important for your company to incorporate a failure process into its culture.
Recently, Google described its postmortem – the internal process they use to document and learn from mistakes. Ideally, postmortem also stops the mistake from escalating into a larger problem or repeating the same failures.
3 Lessons to Learn from Google’s postmortem Identify the most important problems. “A postmortem is the process our team undertakes to reflect on the learnings from our most significant undesirable events. Incidents happen, but not all require a postmortem.” explains Google’s site reliability engineers.
Google creates postmortems for any event they wish to avoid in the future, or if a partner team wishes to document the root cause of a breakdown (or a close […]
Ego is an essential part of leadership. Yet, ego-driven behavior is often the reason for failure when it comes to launching new technology innovations.
In the tech industry, being innovative and entrepreneurial are coveted and expected leadership traits. Leading a successful tech innovation requires acknowledging your ego is frequently the dominant driver in your behavior; however, it is purpose, not ego that should be what motivates and inspires you.
Ego vs. Purpose Leaders find motivation either through ego or purpose. Where you find your motivation can be the determining factor in the success of your innovation, project or new business.
The Perils and Pitfalls of Ego Motivation Those leaders who find motivation through ego are only looking to benefit themselves, through profit, praise or self-validation. The ego-driven strategy, whether it be for a technology innovation or a new business launch, doesn’t lend itself to long-term success, because the purpose […]
Digital Transformation (DT) is revolutionizing industries everywhere. As professionals and departmental leaders in human resources, information technology, financial services and marketing/sales – we’ve seen our peers experience the benefits of automation. When proposing and evaluating your departments DT, what goals should you set to ensure the maximum impact for your company?
Digital transformation requires executive leadership to have vision and define the desired areas of outcome. The current trend, according to the MIT Sloan Management Review, is transforming three key areas: customer experience, operational processes and business models.
Baseline Today; Measure Tomorrow. Once you define your key measurement areas, it’s time to document a baseline of current data points. To start, establish procedural processes of timelines and key performance indicators (KPIs). DT often has company-wide implications and all stakeholders should be involved in defining baselines and goal setting.
Measuring Customer Experience Goals. If your objective is to digitally transform […]
For years, the tech industry giants of Google, IBM, Microsoft and others have been predicting the sweeping changes that artificial intelligence (AI), combined with robotics will bring to the future global economy and workforce.
According to a study by research firm Gartner, an estimated 1.8 million jobs may be lost by 2020, but as we know, for every negative action there is a positive reaction and an estimated 2.3 million jobs may be created.
Which side of the AI chasm will your job be on? How do you future-proof your career to ensure you are on the job-creation side?
What Industries Will be Most Affected by AI? Industries at risk have the common factor of predictable tasks and rules that machine-learning algorithms will replicate. Manufacturing, finance, retail, driving, accounting and any customer-facing positions are all at risk.
Jobs of the future will be found in the industries of STEM […]
With unemployment at historic lows, the time it takes to find, hire, and onboard a new employee is taking longer and longer. Thus, an organization needs to get the maximum benefit possible out of each new hire. With this in mind, what are the most important qualities to look for in a new tech hire?
Mentoring Abilities When bringing a new tech hire into an organization, their ability to serve as a mentor and educate those around them is crucial. For example, when senior tech professionals, mentor lower-level employees skills gaps are significantly reduced. For younger tech professionals, while they are not expected to mentor others, they should be able to work with peers and offer assistance in working through problems, educating their colleagues along the way on areas where they have expertise.
Problem Solving: Basic Program Management Knowledge Program management is a necessary discipline in every industry. A […]
The H-1B visa program (part of the Immigration and Nationality Act) has become the subject of much debate in Washington and across the nation. Over the last few months, several American business leaders in the tech community have spoken out regarding the importance of the H-1B visa program. These business leaders not only wanted to acknowledge the enormous contributions H-1B visa holders provide to the US economy but to warn the public about the tremendous negative impacts to US innovation should the program be altered significantly.
So, what is an H-1B visa and who is eligible to hold one?
H-1B Visa: The Basics An H1-B visa is a “temporary visa that employers use to hire foreigners in “specialty occupations” for which there are not enough skilled American workers to fill available jobs.” To qualify, a visa holder must have at least a bachelor’s degree. The H1-B visa grants a […]