Sam Higgins
Principal Analyst
Author Insights
Blog
In A Crisis, Customer-Obsessed Government Can Save Lives
As governments worldwide contend with the COVID-19 pandemic and a global recession, a commitment to "customer experience" has never been so important.
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Blog
Tech Leadership Churn In Australian Banks — Correcting The False Promise Of Bimodal IT
Principal Analyst Sam Higgins dispels the myth that having two technology portfolios run by two different leaders is the best approach.
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Blog
The Time For Digital Rhetoric Is Over: Governments Must Overcome Execution Barriers And Fulfill Their Promises
I recently had the pleasure of congratulating Chris Fechner on his appointment as the new Queensland government chief customer and digital officer, a position announced by Minister for Digital Technology Mick de Brenni late last year. Chris leaves behind the role of chief digital and product officer for Service NSW, which itself was only created […]
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Blog
Back To The Future: My Return To Forrester
Fifteen years ago, I faced a crossroads in my career. At the time, I was working for the Queensland Department of Transport and Main Roads, reporting directly to the CIO, leading a team of exceptional individuals in the innovation and planning unit of the Information Services Branch. In late 2004, my team had completed development […]
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