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Law Firms & Professional Services

Article

COVID-19: Implications for law firms

– Lessons from past downturns can help law firms respond to near-term challenges and set the right priorities for the long run.

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Article

Automation in government: Harnessing technology to transform customer experience

– Automation can enable governments to provide outstanding levels of customer experience, driven by innovations that are as sensitive... to people as they are to technology.
Article

Design cost-effective, carbon-abated products with resource cleansheets

– Resource cleansheets assess component costs and carbon emissions at the same time—so designers and engineers can model design... and production choices without compromising emissions goals.
Podcast

How Gen Z and millennials are shaping the future of US retail

– America’s youngest consumers are upending companies’ expectations. Here’s what retailers and brands can do about... it.
Article

Overcoming the core-technology transformation stalemate

– Successful transformations demand a disciplined approach, a top-team mindset that fuses technology and business goals, and execution... tailored to core-technology complexity.
Interview

‘Car dealers must become technology companies’: An interview with the CEO of Vertu Motors

– Robert Forrester, CEO of one of the UK’s largest motor retailers, predicts that most people will continue to buy cars from... dealerships—but that only tech-savvy dealers will stay in business.
Article

As you return from the summer break, can you lead toward a COVID-Exit?

– Here’s how to set your business on the right track for 2021 and beyond.
Article

Driving economic recovery in South Africa’s BPO industry

– How business process outsourcing can position itself to create jobs and grow beyond the crisis
Survey

Financial decision-maker sentiment: US

– An ongoing look at how the attitudes of financial decision makers in the US are evolving during the COVID-19 pandemic.
Article

Transforming interactive voice response systems in utilities

– Utilities are having difficulty implementing customer-centric IVR systems. However, a five-step transformation approach can improve... customer experience and cut call-center costs.
Article

An optimistic scenario for the US response to COVID-19

– Much would need to happen, but returning the country to something that approaches stability by next summer may be possible.
Interview

Becoming a Weather-Ready Nation

– In this interview, Louis W. Uccellini, director of the US National Weather Service, discusses the organization’s work to... provide more accurate predictions and decision support for weather events.
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