DJ Paoni
- Chief Executive Officer, Certinia
- Contributor, Freelance
- Chief Executive Officer, Certinia
- Contributor, Freelance
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Articles by DJ Paoni
Forbes JAPAN 公式サイト（フォーブス ジャパン）
DJ パオニ氏は、テクノロジーとサービスを提供する主要企業が確実に顧客価値を届けられるよう支援するCertinia（サーティニア）のCEOである。 誰もが経験したことがあるだろう。オンラインで注文し、支払いが完了し、確認メールが届いたのに、数日後に「在庫切れ」という連絡が来る。さらに悪いことに、実際には受け取っていない商品について「購入商品のレビュー」を求める自動メッセージが届くこともある。この小さいながらも象徴的な失敗は、分断されたシステムがいかに信頼を損ない、本来ならポジティブな体験であるはずのものをネガティブなものに変えてしまうかを示している。 サービスが期待に応えられないとき この同じ不満をサービスの世界に置き換えてみよう。営業、デリバリー、カスタマーサクセスが分断されたシステム上で運用されると、期待外れ、クライアント関係の悪化、利益の漏出という結果を招く。統一された顧客体験の提供は現在、成長のための主要な戦場となっている。なぜならサービスが製品を上回り収益の主要な原動力となり、ブランドの究極の表現となっているからだ。...
Closing The Delivery Gap
DJ Paoni is the CEO of , which empowers leading technology and services organizations to deliver customer value with certainty. We've all had the experience: you place an order online, the payment clears and the confirmation email lands in your inbox-only to get a follow-up days later saying the item is out of stock. What's worse, you may even get an automated message asking you to "review your purchase" for something you never received.
A CEO's playbook for mastering the AI shift in services businesses
Main content We'll send you our top articles (and no marketing spam), no more than once a week. Ask a CEO what keeps them up at night these days, and the answer isn’t the usual suspects like competition or supply chains. It’s the two letters reshaping every industry: Artificial Intelligence (AI). For services businesses, though, an AI strategy isn’t as simple as rolling out the latest software. It takes a total rethink of how you harness your people, your data, and your customer relationships.
Your Workforce Planning Is Broken. It’s Time to Make It Demand-Driven
Generations from now, historians may look at the 2020s as the great services boom. The transition from selling products to delivering outcomes has been underway for years, but the scale of the shift is now undeniable. According to the TSIA State of Technology Services 2025 Report, the market has seen a complete reversal. A decade ago, products made up nearly two-thirds of all technology revenue; today, services command the majority two-thirds of that revenue.
Your Workforce Planning Is Broken. It’s Time to Make It Demand-Driven
Generations from now, historians may look at the 2020s as the great services boom. The transition from selling products to delivering outcomes has been underway for years, but the scale of the shift is now undeniable. According to the TSIA State of Technology Services 2025 Report, the market has seen a complete reversal. A decade ago, products made up nearly two-thirds of all technology revenue; today, services command the majority two-thirds of that revenue.
Retention Is The Key To Growth For Services Businesses
DJ Paoni is the CEO of Certinia, which empowers leading technology and services organizations to deliver customer value with certainty. Evolving customer expectations are redefining the very concept of value. In a market where recurring revenue models dominate, customers don't buy products; they buy measurable, repeatable outcomes. Consider how streaming services have transformed entertainment. Consumers don't pay for individual movies or albums anymore.
The 8 principles for success in the 'Services Era'
Main content Twenty years ago, it became mainstream for industries like manufacturing and technology to shift from selling products to offering services — a trend aptly called ‘servitization.’ Rolls-Royce, one of the world’s largest aircraft engine manufacturers, had pioneered this concept in the 1960s with its “Power-by-the-Hour” program.
Council Post: Charting The Course For Pragmatic AI Adoption
DJ Paoni is the CEO of Certinia, whose Services-as-a-Business platform integrates all facets of service business operations. When the Ford Model T debuted in 1908, few appreciated how profound its impact would be. Beyond disrupting transportation, it revolutionized city layouts, reshaped the environment and transformed entire industries. AI is having its Model T moment. Just look at the investments companies are making. Gartner Inc.
Certinia under new leadership - an exclusive interview with DJ Paoni, its new CEO
6 minutes ago diginomica.com There's been a big change in leadership at cloud ERP and PSA vendor Certinia in the past couple of months, following on from the change of ownership to new private equity investors Haveli at the end of July this year. Former SAP veteran Donald ('DJ') Paoni came in as CEO in mid-October, replacing Scott Brown to become the venture's fourth CEO since its foundation in 2008.
The competitive edge of digital solutions
Businesses are evolving, with current events and competition serving as the catalysts for technology adoption. Events from the pandemic to the ongoing war in Ukraine have exposed the fragility of global supply chains. The topic of sustainability is now on every board room agenda. Industries from manufacturing to retail and everything in between are exploring the latest innovations like process automation, machine learning and AI to identify potential safeguards against future disruption.
Supporting Employees During C19 Protects Company Bottom Line
DJ Paoni The Hill February 16, 2021 The only way we can come out from this stronger and more resilient, is if we do it together. Read Full Article »
Supporting employees during COVID protects the bottom line
© Getty Images Supporting employees during COVID protects the bottom line Last year, organizations had to dust off their crisis plans amidst one of the most unexpected years the world has ever experienced. For some companies, this meant shutting down dozens of offices, but it also meant watching thousands of new pop-up workplaces at their employee homes emerge practically overnight.
The experience economy is here, and it depends on experience data
Before the new millennium began – when applications lived in the backend, clouds only held rain, and uber was just an adjective – the experience economy was theorized in Harvard Business Review. Two decades later, we’ve reached the future those authors forecasted, where it’s no longer just about creating and selling better goods and services, it’s about delivering value in the experience.
To Bridge The Talent Gap, Play The Long Game
By DJ Paoni, President, SAP North America The C-suite is under substantial pressure to drive profits quickly and satisfy stakeholders on a quarterly basis. Measured by their success in diversifying and growing their businesses, some may succumb to the weight of the immediate expectations placed on them, prioritizing short horizons over long-term strategic investments. The impact of this approach — aka "short-termism "— has been heavily contested across industries.
A Commitment to Culture and Identity
At SAP, diversity and inclusion — and specifically culture and identity — are about honoring the many voices who bring diversity of thought to inspire our innovation. SAP is made up of more than 88,500 employees representing over 150 nationalities, and it is the unique perspective of each person that makes us a dynamic organization and enables us to better serve our increasingly diverse customer base.
SAPVoice: How To Turn Your Sales Team Into An Innovation Engine
Today, we’re seeing a flurry of new technologies hit the marketplace at an unprecedented rate, reflecting just how short product lifecycles have become in light of ever-evolving customer expectations. Some are well-received while others fall by the wayside, leaving many business leaders searching for the critical factors that drive true, sustainable innovation. The primary metric shouldn’t come as a shock — it’s how well advancements help your customers better serve their customers.
SAP Names Alex Atzberger as President of SAP Hybris and Barry Padgett as President of SAP Ariba
SAP Hybris solutions comprise the omnichannel customer engagement and commerce business at SAP that helps companies move closer to their customers by delivering a consistently great experience at every touchpoint, channel and device. The SAP Hybris solution portfolio includes innovative offerings for commerce, marketing, sales, service and revenue.
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