What to Consider Before Building a Custom Solution
Ensure your custom IT projects don't fail. Before you set your budget, commit to timelines, and start coding, there are some items you need to stop to consider, because if you don’t, you are at risk of spending time and money on a solution that no one uses or that causes you different problems up or downstream.
Why Waterfall, Scrum, and SAFe fall short in enterprise project planning
This article speaks to why Waterfall, Scrum, and SAFe don't work for quickly forecasting a project's total scope and cost - which is a major challenge for project owners and executives, particularly in an enterprise environment.
Why Stakeholder Alignment Is Critical To IT Project Success
Up to 70% of IT projects fail - and lack of alignment plays a big role. Building stakeholder alignment in your IT projects can help you stay on budget and timeline, meet business goals, and build ownership and engagement in your project's outcomes.
Client Story: Understanding What Work to Avoid Saves Countless Hours
Executives charged with creating custom digital solutions are faced with a seemingly endless list of decisions to make: which problems to solve, where to invest time and budget, and how to go about solving problems. Our client recently stopped to thank us for saying no to a project he wanted to pursue.
Your RFP Process Isn’t Getting You the Right Results
Is your RFP process sidetracking your end goals? Here are two ways the process breaks down - and how to fix it.
Recap: Enhance the Customer Service Journey With AI
The current caller customer service journey is fraught with friction points. We discuss how to use IVAs to alleviate the friction.
Designing Wally: Creating 1904labs’ Own Intelligent Virtual Agent
The team started creating Wally, our Intelligent Virtual Agent, by determining what questions he should answer - and how to answer them.
Meet Wally: 1904labs’ Own Conversational AI Virtual Agent
Wally is our brand new Conversational AI Virtual Agent and is happy to help callers with any issue they may have.
Recap: Why Contact Center Transformation With AI Is More Than Tech
Carol Righi and Tom Thelen discuss why conversational UX design is so important in contact center AI transformation.
On-Demand Webinar: Conversational UX Design
Carol Righi and Jeremy Chu recently presented on the important principles of Conversational UX Design.
The Top Priorities for Enterprise Contact Center Leaders
After speaking with several leaders in the contact center and IT space, here are the most common top priorities we have found.
Taking a Step Back to Avoid IT Project Failure
Without taking business value, customer satisfaction, and necessary timelines into account, jumping to solutioning can lead to project failure.
Upfront Understanding & Alignment: The Value of HCDAgile
We often get pushback on our HCDAgile methodology. So what value does it deliver to our clients?
Citibank’s $500M Lesson Shows the Importance of Human-Centered Design
Citibank's accidental $500M transaction was blamed on a poor UI design. Here are the three main ways HCD could have helped prevent this problem.