Michael Martino Show

With a channel shift - customers can access services and information from anywhere, anytime and on any device through online self-services, social media, and mobile apps

Welcome to this five part series on channel shifting. In the coming episodes I will be discussing the benefits, challenges, technology needs, and best practices involved in a successful channel shift. Channel shift refers to the process of moving customers from one channel of communication, such as in-person or telephone, to another, such as online or self-service. The purpose of channel shift is...

Tthere needs to be a rethinking of government policy, program and service delivery through digital enablers, as an integrated part of governments’ modernization strategies, to create public value. [Digital government] relies on and enables an ecosystem that connects government, non-governmental organizations, businesses, citizens’ associations and individuals to support the production of and acces...

ChatGPT is a natural language processing tool driven by AI technology that allows you to have human-like conversations and much more with a chatbot. The language model can answer questions, assist you with tasks such as composing emails, essays, and code. How are people using ChatGPT? The model has many functions in addition to answering simple questions, such as composing essays, describing art i...

In this season, we will be giving some hot takes, industry insights, and advice from experts - focusing on Digital Transformation, Government Transformation, and Digital Identity. We will bring you insights on how to be one of the 16 percent that succeed at Digital Transformations, how governments can better serve citizens through new digital channels and processes and the growing need for a good...

What are trust frameworks and why are they important for digital identity?

Disconnected systems and manual processes block progress and lead to people and process issues.

Many governments have discovered they cannot be complacent when there is a chance to drive positive change. With this in mind here are some of the trends in 2022 that can drive change in government delivery

AFC and NFC picks for this weekend's conference championship...

Customer effort and process efficiency are related. Fixing process issues helps solve your customer issues

A leader is anyone who takes responsibility for finding potential in people and processes and helps develop that potential. But what are the things that get in the way of this?

Customers are more frequently using multiple touchpoints to resolve service issues and are expecting an integrated and seamless experience

Organizations willing to identify and improve issues can turn the Great Resignation in their favor

4 games on tap this weekend. I was 3 and 6 last week. Will I be better this week? Check out my picks for this weekend

What does digital transformation mean for government?

Digital is about people

Non of them is pay...

The digital board game version of Pandemic has disappeared from Steam and will be removed from other stores throughout the year. Conspiracy or just the normal course of business?

My guesses for this weekend's NFL wild card games

Digital transformation is about creating and sustaining value and not just about delivering a feature

Today C-Suite executives evaluate digital investments based on traditional ROI methods but is that the right path in a new digital world?

A Model Office knits together the people, process, and technology components of a new solution

Are you asking the right question regarding getting your teams back to the office?

A record 4.5 million American workers quit their jobs I November 2021. Nearly three quarters of full-time employees might follow them in 2022

Transformation is a complete change to your business - from culture to people to business models to how you deal with your customers.