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Want to boost customer loyalty in this era of uncertainty? Start with your service teams

The right technology investments are more critical than ever in helping agents deliver exceptional customer service.

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Salesforce scoops up team chat pioneer Slack for $27.7B

Slack’s popular business chat app will be integrated with Salesforce’s cloud tools, serving as the front end for its Customer 360 portfolio.

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Why you need an integrated data lifecycle solution

Data may be the new oil, but do you know how to drill for it? There are many stages in a data lifecycle, which is why you need a way to deal with the entire lifecycle – from drilling to production.

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15 popular Kanban tools for workflow management

Kanban is a workflow management system that simplifies development processes and lifecycles by increasing efficiency, communication and collaboration for agile teams.

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Top 6 process mining tools for streamlining workflows

Companies seeking to the lay the foundation for business process automation can find valuable insights into process flows, thanks to new AI-based tools that track data as it moves through enterprise systems.

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ServiceNow makes platform ambitions clear with new workflow tools

ServiceNow is doubling down on its move to become a digital workflow platform with its Paris code release, adding applications for industry verticals to push beyond its ITSM roots.

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Top 10 help desk tools for better customer service

If you’re looking to automate your help desk look no further than these 10 popular help desk ticket tools that can help you create a more streamlined customer service experience.

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What is workforce management? A process for ensuring employee productivity

Workforce management (WFM) began as a scheduling process but has since grown into a complex framework for maintaining human capital, budgeting and scheduling for your workforce.

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SurveyMonkey STEPs up battle for experience measurement market

Just as SAP prepares to sell a stake in Qualtrics, rival SurveyMonkey is doubling down on its enterprise partnerships, offering CIOs an opportunity to optimize spend and results in this emerging area.

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AI at work: Your next co-worker could be an algorithm

It’s inevitable that artificial intelligence will replace some jobs. But emerging AI systems not only support their human colleagues but actively collaborate with them, tapping the unique strengths of both.

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The technology aboard the Mars rover Perseverance: An inside look

When it lands on the surface of Mars after a seventh-month journey, the newest rover will be powered by decades-old computing technology, early-stage machine learning, and a range of newer systems and software.

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Redefining productivity and compensation in an AI age

Artificial intelligence offers the promise of boosting productivity by automating mundane tasks. Here are some of the areas it might soon gain a foothold.

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Top 15 tools for predictive analytics

Predictive analytics tools comb through your data to divine visions of your business future. Here’s an overview of the wide array of options available today.

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SAP CEO outlines new directions at Sapphire Now

Christian Klein, sole CEO since April, emphasized sustainability and an ambition to provide more industry-specific solutions at its flagship virtual event.

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COVID-19 accelerates enterprise use of automation in digital transformation

As the pandemic increased digital demands, technology leaders were forced to move up roadmaps for RPA and hyperautomation

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14 technology winners and losers, post-COVID-19

The coronavirus crisis has shaken up business as usual, with some IT strategies and tools rising to the occasion and others in line for a rethink or tough recovery post-pandemic.

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Q&A: Box CEO Aaron Levie looks at the future of remote work

Once a company focused on cloud-based file-sharing, Box now offers features to support remote productivity and teamwork. CEO Aaron Levie talks about his company's evolution – and how the workplace continues to change.

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With Process Fabric, Pega seeks to weave together enterprise apps

Pegasystems is aiming its ‘platform for platforms’ at enterprises struggling to automate business processes that sprawl across multiple systems.

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