Improvisation, supported by robust IT systems, is one way to deal with disruptions that you just can’t plan for
electronic medical record
Truly integrated health IT systems offer better quality of care
Facts Vs Feelings
Analytics is a hot topic in boardrooms but a survey shows intuition and experience are still highly valued

This white paper offers the key questions that IT leaders must ask when developing a digital strategy. It provides an overview of the four components of a digitial strategy: digital experience design, digital operating model, digital platform assessment, and a business case and delivery plan.

This white paper looks at how IT departments can become more customer-centric. Themes touched on include the need for flexibility and speed; a focus on the Minimum Viable Product combined with continuous iteration; and strengthening the IT-CMO relationship.

In this white paper, Sylvia Kingsmill, National Partner and Digital Privacy Leader at Deloitte, and Kathleen Champagne, AVP Global Privacy Operations and Special Projects at TD Bank, share their views on the role of privacy in the customer experience.

This white paper focuses on how IT can help redefine the customer experience. Rob Lanoue, partner in charge of Deloitte’s Customer Experience Practice, provides an overview of how business understands “the customer experience.” Kathy Haley, UP Express CEO, and Robert Power, director of IT&T f

Culture plays a surprising role in how confident we are using computers
From the basement to the boardroom: The analytics revolution is returning us to the Marrakech markets of old
What would it take to develop a patient-centric health record that could be made available to anyone who needed it?

Smith School of Business

Goodes Hall, Queen's University
Kingston, Ontario
Canada K7L 3N6

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