The sales team used to be solely responsible for driving revenue and profits. That’s not the case anymore. Company growth is now also a key responsibility for CIOs and their teams, which is why tech leaders are increasingly focusing on building customer-focused work processes and cultures. Instead of a technology-first IT strategy, smart CIOs have been ensuring that the call center has robust customer content. This is all part of an omnichannel focus that prioritizes…  MORE

From the CEO perspective, continual transformation is essential for maintaining competitive advantage. This sentiment is true in most cases. Yet transformation, in itself, is no longer enough to remain at the top of the game. These days, it’s all about the speed in which the transformation takes place. And that’s why CIOs are increasingly feeling more pressure to complete the initiative in shorter time spans. Finishing transformation projects quicker can be accomplished in a number…  MORE

Most of us have experienced frustration with customer service. Most company executives probably feel the same way. But as with many aspects of operations, Artificial intelligence (AI) is here to make improvements. According to estimates, during 2025, approximately 80% of customer service and support operations will include some level of AI to boost efficiency, improve the consumer experience, and foster more upselling opportunities. Yet tech leaders aren’t naïve: they understand that although AI has great…  MORE

Artificial Intelligence (AI) has spawned an new era of innovation. The technology has reformed entire industries, and in the process delivered heightened levels of automation, productivity, and growth. But AI adoption can’t be undertaken without a clear understanding of its potential ramifications. Here are some issues to consider as you plan your implementation: Focus on your objectives: As with any emerging technology, leaders must peer through the hype and ask: Do we truly require AI…  MORE

Technology is a double-edged sword. While enterprises always need the latest applications and software to boost sales, efficiency, and brand reach, those tools eventually become obsolete – and in turn, prevent further growth. The key is to recognize the indicators for updating your tech, which is essential for taking advantage of the latest innovations and business opportunities. One signal is when you notice an unusual amount of technical debt. But instead of perceiving this as…  MORE

Whether it’s the cloud, AI, The Internet of Things (IoT), and other emerging technologies, you have to know when to give the latest thing a chance. Somehow, you have balance the innovation necessary for growth with the risk management required to avoid disaster. It’s not easy. As much as the said technology offers promise, there are legitimate question marks. Is it secure? Is it better to be an early adopter and leap ahead of the…  MORE

If you’re like most of us in the tech world, you’re always being exposed to new possibilities for applying AI to projects. The technology continues to improve productivity, efficiency, and experiences, which is especially apparent with e-commerce. For starters, AI is revolutionizing how consumers use search. Whereas traditional search often delivers mostly irrelevant results, generative AI provides much more accurate results. That’s because AI can leverage the context of search queries, which in turn means…  MORE

In 1947, America’s first self-service gas station opened in Los Angeles. The concept of customers doing it themselves has come a long way since then, as we have all experienced with grocery stores, banking, and other types of business-to-consumer interactions. But self-service is no longer strictly reserved for the general public. Take self-service IT. Self-service IT solutions are precisely what the label implies: employees can resolve IT issues on their own rather than involving IT…  MORE