CDO at the Center AI and chatbots still remain uncharted territory for a substantial segment of the Call Center industry. In 2018, businesses will continue their work to find the right balance between customized customer care and digital efficiency.
CDO at the Center Millennials are rapidly redefining workplaces in the U.S. and around the globe. For those of us in the IT sector, what does it take to successfully manage and motivate this growing force?
CDO at the Center With today’s powerful data collection and analysis capabilities, businesses have a remarkable view into the wants of their customers. The challenge is to use customer data wisely.
CDO at the Center What is your AI vision? To stay competitive it is critical to define how AI and machine learning can take your business to the next digital level and build your plan of action.
CDO at the Center Women IT leaders from around the globe weigh in on how businesses can prepare more women for senior leadership roles. Their answers are surprisingly consistent.
CDO at the Center Since the start of 2017, I have been talking to IT leaders about how they are balancing their expanding roles and what is keeping them up at night. While most enjoy having more input into business strategy, they are also worried about staying ahead of ever-evolving technology as well as business and customer needs.
CDO at the Center For a variety of reasons call centers are no longer the right way to engage customers: Online ordering is everywhere. Millennials prefer texting and messaging. Virtual agents and bots are quickly gaining traction. These kinds of trends in communication and buying behavior are now giving rise to "contact centers," the digitally-driven offspring of the once ubiquitous call center.
CDO at the Center The second installment of my two-part series on the priorities of a new chief digital officer expands the agenda to include an early focus on processes and technologies — especially data, mobile and infrastructure.
CDO at the Center The “first 100 days” is a famed transition period for new U.S. presidents. However it's also a valid time frame for almost any senior leader to lay the groundwork for success. A leader’s competence and effectiveness are often examined at the end of his or her first 100 days on the job, just as presidential administrations are scrutinized for their work and progress during that same perio. This article is the first installment in a two-part series that describes what new chief digital officers have to get right... from the start.
CDO at the Center As we head into Q4, many business leaders are taking a hard look at what digital transformation has meant in their organizations and across their industries. How are competitors succeeding and where are they falling behind? How are their customers behaving? Here’s a look at what shaped the digital and business landscape in 2016 and what’s ahead in 2017.
CDO at the Center Once upon a time the C-suite consisted of a small trio of leaders who drove the business forward. Today, It’s a different world. From chief data officers to chief sustainability officers and chief people officers, there are few limits on what you might find in the C-suite.
CDO at the Center As large enterprises race to expand their digital offerings, how do midmarket businesses stay competitive? CDO Anna Frazzetto explains how leaders of smaller organizations can keep ahead by assessing the state of their digital health and aligning their organization behind digital transformation.
Opinion Digital touches all areas of the business – operations, finance, marketing, sales, customer engagement, and IT. With experience in all of these areas, the Chief Digital Officer is brilliantly positioned for the CEO shortlist. CDO Anna Frazzetto explains why.rnrn
CDO at the Center The role of chief digital officer (CDO) is opening the door to the c-suite for women. Both strategic and technical, the CDO role is one that women appear to be fully embracing. CDO Anna Frazzetto suggests why more women are attracted to this increasingly influential role in an industry where lack of female participation has been the norm for decades.