We spoke with Sam Sibley, Global Head, PMI Citizen Developer & Interim Head of Disciplined Agile business at the Project Management Institute (PMI). Sam used to play professional tennis, and this gave him a competitive edge that he uses to help startups and PMI. He reveals (i) why PMI has ventured into Citizen Development, (ii) the research study that PMI undertook to understand the market needs around Citizen Development, and (iii) how his organization is assisting medium and large corporations in adopting best practices for Citizen Development. He goes into detail on the process of establishing Citizen Development programs, including: Suitability Assessment Risk Management Governance Upskilling  Sam mentions success stories of Shell, Schneider Electric, and the Salvation Army. He thinks that Citizen Development will become more popular, and PMI provides the necessary tools, methodologies, and courses to help technology and project leaders add it to their digital transformation projects. 

Having good customer service for the satisfaction and loyalty of your customers is a no-brainer. The bigger question is; why do we get frustrating service from the call center of a business? In this episode, Wynand Smit, CEO and Founding Partner of Inovo answers the crucial question. Inovo is an IT services & product company in South Africa providing cloud-based contact center solutions to large and mid-size companies. Wynand reveals the secret to great customer service through your contact or call center is 'personalization'. His company has vast experience in optimizing the acquisition, sales, and revenue collection for customers in the telecom, banking, healthcare, and software industries. In this episode: Why do customers often have frustrating experiences with contact centers? How businesses can use data analytics and artificial intelligence to improve customer service? Potential for chatbots in customer service Why does Wynand advocate using AgilePoint as a 'glue' that enables a superior cross-channel customer experience?

This episode discusses a new book on Citizen Development called "Low-Code No-Code, Citizen Developers, and the Surprising Future of Business Applications." We talk to Phil Simon, author of the book, about workplace technologies, how the future of business applications depends on Citizen Developers, and the benefits and limitations of LC/NC tools. He speaks not just in theory but through the lens of case studies and success stories and offers tips based on a practitioner's point of view.

Innovation leaders in large enterprises have shown immense interest in Low-Code No-Code (LCNC) platforms to speed up their transformation projects. In this episode, Hans Hantson, Senior Director of Business Development, and Marketing at AgilePoint unpacks the reason why innovation managers are keen to learn about LCNC platforms and what they need to consider in order to find the right platform. Hans emphasizes governance and IT's buy-in. Motivation for Innovation Managers to explore LCNC Misunderstanding about Enterprise Low Code No Code Challenges of evaluating Low Code No Code platforms The gap in the market from the innovation manager's perspective

There is plenty of hype around the term Citizen Development and the role of Citizen Developers. We know that the term might be new but the concept is not. Matt Hubbard, Head of Operational Excellence at TrackVia, Inc., shares tips, tricks, and methodologies to sustain your Citizen Development initiatives beyond simple Proof-of-Concept apps. Prior to joining TrackVia, Matt co-founded his own consulting firm specializing in business process management and low-code technology. The core of Matt’s mission is his belief that process, technology, and people must be optimized together to achieve a lasting result. We asked Matt about: His journey to becoming a Citizen Developer How to move beyond simple PoCs to a sustainable CD program? What does he like about Project Management Institute's Citizen Development Framework? Advice for companies dipping their toes in the Citizen Development world

Microsoft has been slowly building its moat in the low-code no-code application development space. Products like Power Apps, Power Automate, and Power BI are now being leveraged within the Power Platform to give customers a complete end-to-end platform for their automation needs for recurring tasks. We spoke to Jukka Niiranen from Finland, a Power Platform Sr. Consultant and the co-founder of Forward Forever, a boutique consulting firm that helps clients build, measure, and manage digital business processes running on top of Microsoft's Power Platform. Jukka talks about how his earlier stint as a Microsoft Dynamics CRM consultant helped him become an early adopter and later an advisor for Power Platform. He offers his insights regarding the platform’s future direction, and how to find Citizen Developer heroes within your organization to scale the use of Low Code No Code platforms.

Ian Duncan, Senior Managing Director and Transformation Leader at FTI Consulting, along with his colleagues Ken McAndrew and Leslie Benson wrote an influential paper called "Why Transformations Fail? Time to Re-examine Conventional Wisdom". Ian shares the lessons he learned when he led transformation programs, the frameworks he used, and how the team at FTI Consulting detects 'people road blocks' when a transformation program is not moving in the right direction.

Lasse Rindom, Chief Digital Officer at Baker Tilly Denmark, says it is critical to think about scalability, governance, and maintenance of citizen IT projects at the solution design stage instead of treating them as an afterthought. His year-end predictions about enterprise automation is a humorous way of pointing towards the ground realities of the enterprise automation world.

Established companies the world over are losing ground to new and agile startups. To cope with disruptive innovations, enterprise leaders are turning away from traditional IT and using low-code/no-code solutions to reduce their time to market. Dr. Setrag Khoshafian, former VP & chief evangelist Pega Systems and intelligent BPM expert, walks through his book 'How to alleviate Digital Transformation debt post-CVOID-19' and takes Sharjeel on a tour about what's driving this trend and the proper way enterprise leaders can harness this trend so as to stay ahead of competitors.