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, 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, 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 more

AI turns untapped data into tech support insights

Written by Militza Bishop | February 20, 2020 | AI, Analytics, Automation

As data continues to grow at staggering rates, enterprises are grappling with how to manage it. They’re sitting on virtual goldmines of tech support insights, yet how to deploy artificial intelligence and analytics effectively can be a struggle. In fact, over 70% of leaders surveyed in a NewVantage Partners study say adoption of AI is more

A field guide to managing hybrid IT complexity

Written by Dominik Bredel and Andreas Graef | February 12, 2020 | Cloud, Digital reinvention, Manage cloud

It’s a given that digital technology is dominating today’s business. Whether you follow the news, analyze stock markets or talk to industry experts, digitalization is disrupting many business models and will continue to do so. Based on analysis conducted by the World Economic Forum, more than 60 percent of the global GDP will be digitized more

A storm is brewing for U.S. banks

Written by Nils von Zelowitz | February 10, 2020 | Business transformation, Digital reinvention, Financial services

For the past decade, return on equity provided by banks has been flat and far below historical averages. Profits and revenue are stagnant. Banks must innovate and reinvent to find new ways to grow. The path to success is driven by placing focus on prospects and customers — and forging new value propositions for customers. more

Innovative retailers balance the best of digital and physical worlds

Written by Rebecca Hardy | February 3, 2020 | AI, Business transformation, Cloud...

In-person shopping in physical retail locations has dwindled in recent years, largely due to the convenient experience available through online shopping options. While many retailers have already incorporated online shopping into their strategies, there’s still the question of what to do with existing brick-and-mortar stores. Rather than replace physical shops altogether, innovative retailers are embracing more

Agile transformation and the critical role of HR in creating positive, lasting change

Written by Zachary Goldberg and Lauren Kramer | January 23, 2020 | Business resiliency, Business transformation, Cognitive enterprise

Modern enterprises recognize that strategic agility is good for business. Agile transformations present a fundamental shift in how companies operate day to day. They change how people work, engage with customers and manage employees. The reasons why companies undergo these transformations vary. For many enterprises, the objective is two-fold: they want to deliver higher quality more

3 technology support trends to watch in 2020

Written by Kevin Wahlmeier | January 22, 2020 | AI, Business transformation, Multivendor management

Technology support is a fast-moving industry, one that must both respond to disruptive change and constantly reinvent itself to improve user experience. From chatbots that learn from interactions to improve their functionality over time to augmented reality support that boosts field technicians into instant experts, the business of technology support continues to break new ground. more