Digital Transformation
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Ciena takes aim at the ‘ticket-less’ call center
The networking services company has turned to Amazon Connect to develop a cloud-based contact center geared for delivering enhanced customer service and reduced costs.
The CIO Whisperers
Veteran CIO Neal Sample: All architecture is wrong
The business executive, technologist, and former champion debater explains why you should go where the data takes you and how to avoid getting too invested in your ideas.
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Reskilling IT for digital success in a tight talent market
IT leaders are upskilling IT staff in sought-after skills to support organizational transformations — and to improve employee retention. Here, CIOs share training strategies and lessons learned.
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United transforms travel experience with Agent on Demand
The airlines’ digital customer service gives travelers access to live agents via the web when flight itineraries go awry, easing uncertainty and stress while driving significant cost savings.
Opinion
What’s next for digital transformation?
Thirty-plus years is a long time to be stuck on something. Is it time we move on?
Feature
Backcountry modernizes for the cloud era
A complete overhaul of its ecommerce stack finds the outdoor recreational retailer poised to offer improved customer experiences and personalization just as it starts a push to open more physical stores.
IDG TECHtalk Voices
The unfulfilled promise of automation: DNA matters
Process automation brings much-needed efficiencies, but enterprise DNA is essential for the long-term strategy, ensuring business resiliency and innovation.
Feature
7 secrets of successful digital transformations
Getting digital right requires more than executive buy-in and financial commitment. It requires a nuanced approach to strategy, implementation, and collaboration.
IDG TECHtalk Voices
CIOs can and should play a pivotal role in ESG strategy
The ability to provide transparent, data-driven insights and measure progress toward objectives makes the CIO critical to the success of any ESG strategy.
Feature
ATD banks on B2B digital transformation
The wholesale tire distributor has overhauled its core integration layer to be 100% cloud-native in preparation to offer slick digital sales channels to B2B buyers tired of traditional call centers.
Interview
Truist CIO Scott Case on adopting a digital transformation mindset
For Case and his team, the pandemic, combined with the company’s merger, forced a focus on serving clients that became the guiding principle of their digital transformation.
Feature
15 most misused buzzwords in IT
The tech industry is rife with overhyped jargon. Here IT leaders discuss buzzy terms all too often misapplied by vendors and colleagues alike.
Feature
Clean Harbors’ CIO: Hybrid approach to the cloud is a win-win
The hazardous waste cleanup giant is deploying AI and RPA in Azure cloud and integrating data with its on-premises Waste Information Network.
Movers and Shakers
At Black & Veatch, a new IT operating model enables digital opportunities
CIO Irvin Bishop says the new model ensures that the company either wins, learns, or fails fast on its digital investments – but never loses.
Feature
SDG&E seeks speed advantage in the cloud
At San Diego Gas & Electric, digital transformation isn’t just a technology refresh but a wholesale change in its business, with speed gains afforded by the cloud being central to its strategy.
Interview
Paul Martin: CIOs don't retire, they go work on boards
The retired CIO and member of four public company boards knows firsthand the value of technology expertise to corporate boards. Here, he shares an insider’s view from the other side of the boardroom table.
Feature
Modernizing the mainframe for the digital era
The venerable platform continues to run critical applications while looking toward a future of open source, cloud, containers, AI, and much-needed new talent.
Feature
What is a chief digital officer? A digital strategist and evangelist in chief
A chief digital officer strategically transforms a company’s technological future in a way many CIOs don’t have the bandwidth to do.
Feature
State of the CIO, 2022: Focus turns to IT fundamentals
CIOs are once again walking a tightrope between innovation and operational excellence—this time, buoyed by strong LOB alliances and a lingering pandemic glow.
IDG TECHtalk Voices
3 trends driving transformation decisions in healthcare IT
At the ViVE 2022 health IT conference, CIOs had plenty to talk about as the industry transforms
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