With cloud computing adoption steadily on the rise, many organizations have instigated a “cloud first” strategy to prefer cloud-based solutions to on-premise data and applications. But such an architectural overhaul demands more than a mere managerial mandate; it requires a holistic strategy in order to maximize the full value of the cloud.

As organizations increase their focus on the employee experience in the digital workplace, many companies are pursuing integrated workspaces that combine multiple applications. Not surprising, as research shows us that there is a cost incurred every time an employee switches context.

We have long been writing about the importance of building a seamless user experience into digital experience (DX) delivery solutions. In fact, seamlessness has become the dominant focus in the age of digital transformation.

Using Master Data Management to Close Gaps in Customer Experience Gartner defines master data management (MDM) as “a technology-enabled discipline in which business and IT work together to ensure the uniformity, accuracy, stewardship, semantic consistency and accountability of the enterprise’s official shared master data assets. Master data is the consistent and uniform set of identifiers and extended attributes that describes the core entities of the enterprise including customers, prospects, citizens, suppliers, sites, hierarchies and chart of accounts.” Basically, it means linking all data sources into a single master file that provides a common point of reference.

Company #1: EmblemHealth EmblemHealth had a problem. This large regional HMO and health insurance company, dedicated to providing excellent health coverage and administrative services to 3.4 million people, had less than excellent customer communications. They had previously used Microsoft® Word to generate communications to members, care providers and facilities, which resulted in templates scattered across nearly 3,000 desktops in 16 workgroups at seven facilities spread across three states.