Disruption lessons learned from an enterprise supply chain
Written by Jonathan Wright | March 30, 2020 | Business resiliency, Business transformation, Cognitive enterprise
As a supply chain professional, I am always looking for ways to help organizations better prepare for the unpredictable—especially, as we currently continue to experience such intense disruption. Here are some workflow transformation lessons the team learned from using emerging technologies to reimagine the supply chain of IBM Systems. Provide quick access to actionable data ...read more
Business-continuity imperatives in a time of unprecedented challenge
Written by IBM Services | March 27, 2020 | Business resiliency, Business transformation
It’s not hard to imagine one of the 2020 images of the year will be a grid of coworkers on a video chat. Industry leaders worldwide are pressed to provide their teams with technology resources to support business continuity and this new way of working. It’s one of the key imperatives IBM clients say they ...read more
How your supply chain can prepare to address disruptions
Written by Jonathan Wright | March 25, 2020 | Business resiliency, Business transformation, Cognitive enterprise
You can’t predict the future, and we can agree disruption is inevitable. However, you can prepare for these disruptions. In order to quickly react to escalating situations and help reduce impact, supply chain leaders need to consider enhancing structural risk management and visibility into the tertiary supply base. The data generated can enable smarter collaboration, ...read more
Cognitive care: Empowering the agent experience with AI
Written by Shobhit Varshney | March 23, 2020 | AI, Automation, Cognitive enterprise
Customer service representatives (CSRs) are the face of your brand. In the age of hyper-personalization and rising consumer expectations, agents can’t do it alone, and need a new best friend to help keep them afloat: Artificial Intelligence (AI). In our last piece, we examined the potential of AI in call centers; today, we’re digging deeper ...read more
3 Unexpected truths about AI and technical support
Written by Militza Bishop | March 20, 2020 | AI, Analytics
Data in our world is ever-growing, streaming in from device sensors, IoT and millions of digital transactions across industries. We need new technologies such as artificial intelligence to analyze all the data. What does that mean for us at an individual, human level in the technical support space? Companies look to AI to analyze complex ...read more
Data insights for utilities lessen energy disruptions and improve customer service
Written by Christopher Behme | March 10, 2020 | Business resiliency, Business transformation, Cognitive enterprise
The lights again went out in California, and this time, the outage wasn’t directly caused by nature. Several times in the fall of 2019, the utility Pacific Gas and Electric took preventative measures to intentionally cut power, due to fear that high winds and dry conditions could have caused outdoor equipment to spark wildfires. While ...read more
The power of reinventing your workflows
Written by Karam Sethi | February 27, 2020 | Business transformation, Cognitive enterprise, Process optimization
In November 2019, IBM commissioned Forrester Consulting to investigate the modernization of business processes and workflows by conducting an online survey of 450 global decision makers. Forrester found that firms understand the need to modernize their processes, but they struggle to overcome legacy tools and legacy mindsets. The study yielded the following key findings: Flexibility, ...read more
How to build your IT infrastructure for 5G-enabled edge computing
Written by Shobit Joshi | February 25, 2020 | Automation, Journey to cloud, Software-defined
The global 5G-enabled edge computing market is growing rapidly, fueled by major technology changes that are disrupting the traditional networking industry. By 2025, this market is expected to exceed $50 billion. 5G has the potential to deliver a new generation of services, thanks to higher data rates and ultra-low latency. To take advantage of this potential, ...read more
To improve customer experience, agents need a new best friend: AI
Written by Shobhit Varshney | February 24, 2020 | AI, Business transformation, Digital reinvention
Customer service representatives (CSRs) are the face of your brand; skilled and empowered reps are essential to improve customer experience and enhance consumer loyalty. Whether customers walk into a retail store where brand reps help them compare products, make recommendations and deliver a personalized sales experience — or speak to a call center agent to ...read more