Your customer data is personalization gold. Eight principles to mine it effectively.

Imagine you’ve built a village atop a gold vein. This gold vein could unlock the potential of your...

Preparing for acquisitions and divestitures post-pandemic

As businesses leaders look to their post COVID-19 future and re-evaluate strategic plans, many are finding themselves in a significantly different position than where they expected to be at the beginning of the year. In the first half of 2020, the ...

Intelligent, insight-driven supply chains are critical to maintaining continuity—now, and in the future

The COVID-19 pandemic has been extremely challenging for supply chain executives across industries, ...

Modernize your network to emerge smarter from disruption

Since the outbreak of COVID-19, the journey back to work has been challenging for global enterprises and their employees. We’ve seen enterprises around the world combat immediate disruption by embracing new ways of working to support a remote ...

How to support agents during a contact center transformation

If there was ever a chosen year for contact center transformation, it would be 2020. The vast ...

7 Best Practices for Managing Planned and Unplanned Exponential Hiring

During the current global pandemic, many businesses were forced to temporarily limit or shut down ...

Why your financial and risk planning must include climate data

The past decade had the largest natural disaster impact footprint of any decade on record and during...

Automation is the future of IT resilience

A new survey by Forrester Research commissioned by IBM estimates that usage of automation in IT resilience processes will nearly double in the next two years. Hybrid multicloud adoption is also on an upward trajectory, with 70% of IT leaders ...

Dynamic service delivery—Defining the future of service delivery

“We won’t be unprepared again.” How many CIOs and C-suite leaders have made that vow in the ...