Despite the growing ubiquity of AI, many IT leaders still feel anxious about its risks and unsure of the opportunities. But today’s executive boards aren’t having it – they want to make AI a business priority.
Can’t find talent fast enough? Train them! It’s no secret that hiring external talent is no longer sufficient to fulfill today’s tech employment demands. That’s why many companies are investing more resources in upskilling.
While many businesses are fueled by their ambition to implement AI initiatives, few understand how it can work for their businesses. How do we keep our AI ambitions in line with the business needs of our organization?
Even for technology veterans, keeping pace with advancements is like chasing a moving train that will always be just a bit faster. Try as you may, you can never quite catch up and, if you stop trying, you will never catch up.
As a few companies race to monetize the kind of machine learning that focuses on teaching robots to behave more like humans, many companies are grappling with how to leverage artificial intelligence and smart machines.
Since the December repeal of net neutrality rules, there have been plenty of questions and concerns raised by businesses, consumers and lawmakers alike. Now is the time to start getting answers and take stock of the services you have and expect.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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