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
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 ...read 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 ...read 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. ...read 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 ...read 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 ...read 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. ...read more
Tackling global uncertainty with agility and technology
Written by Martin Flemming | January 20, 2020 | Business resiliency, Business transformation, Cognitive enterprise
The technological and economic transformations of the past decade have been some of the most dramatic in history—and they help explain much of the uncertainty business leaders are now confronting. To succeed in the decade ahead, leaders must be prepared to act and adapt in new, yet sometimes daunting, ways. Technology will both drive this ...read more
AI meets technical support: 3 methods to know
Written by Militza Bishop | January 17, 2020 | AI, Business transformation, Multivendor management
If you’re considering integrating artificial intelligence into your IT support infrastructure, you’re not alone. Perhaps your Net Promoter Score (NPS) for technical support delivery is low. Or your support agents are using a myriad of old tools, which doesn’t translate to a fast, digital support experience. New research by Morning Consult for IBM says three ...read more