The Best Reads to Get You Up to Speed! AllAI/MLAIOpsArticleAutomation & OrchestrationCloud Service ManagementCustomer ExperienceHelp Desk / Service DeskInfographicsThank YouVideosWebinarsWhite Papers Keeping up with the Customer Experience Trends of 201920190621213215 Keeping up with the Customer Experience Trends of 2019 AI/ML Article Customer experience is evergreen and will always be the most important deciding factor for how customers perceive your b... Read more Why Robotic Process Automation (RPA) Projects Fail: 4 Factors20190618224627 Why Robotic Process Automation (RPA) Projects Fail: 4 Factors Article Automation & Orchestration “The typical problem with RPA is the rigidity of the process and the dependency [and] sensitivity of the applications or... Read more Leadership: Secrets of Growing and Scaling From $1 to $100M20190604001814 Leadership: Secrets of Growing and Scaling From $1 to $100M Videos Check out this NextWorld Capital video with industry leaders including Muddu Sudhakar, CEO Aisera; Yvonne Wassenaar, CEO... Read more Adapting The MVP Model For Testing Your AI20190603222004 Adapting The MVP Model For Testing Your AI AI/ML Article Check out this Forbes AI article that explores how companies are racing to adopt artificial intelligence (AI) and machin... Read more Former Federal CIO: Artificial Intelligence Will Change the World20190603215338 Former Federal CIO: Artificial Intelligence Will Change the World AI/ML Article Check out this NextGov article that explores how applying the technology to raw data sets may help transform government ... Read more A Majority of Data Scientists Lack Competency in Advanced Machine Learning Areas and Technique20190603211207 A Majority of Data Scientists Lack Competency in Advanced Machine Learning Areas and Technique AI/ML Article Check out this Business Broadway article that explores how data science requires the effective application of skills in ... Read more Improve Customer Experience With Artificial Intelligence20190531215951 Improve Customer Experience With Artificial Intelligence AI/ML Customer Experience Check out this Gartner article: Use these 5 steps to select the best AI solution for getting a faster, real-time underst... Read more Conversational RPA or Intelligent Process Automation20190510211602 Conversational RPA or Intelligent Process Automation Automation & Orchestration Read the Enterprisers Project article "How to Explain Robotic Process Automation (RPA) in Plain English" that discusses ... Read more Exploit Everyday AI in the Digital Workplace20190326181355 Exploit Everyday AI in the Digital Workplace AI/ML Read the Gartner article that reviews how digital workplace planners must become familiar with what artificial intellige... Read more The CIO’s Guide to Artificial Intelligence20190321163333 The CIO’s Guide to Artificial Intelligence AI/ML Read the Gartner article that reviews how CIOs can separate AI hype from reality by considering specific areas of risk a... Read more AI & ML now essential for customer service20190320201507 AI & ML now essential for customer service Customer Experience Check out this TechCrunch article: Artificial intelligence and machine learning have become essential if you are selling... Read more Stop Trying To Delight Your Customers20190308010650 Stop Trying To Delight Your Customers Customer Experience Harvard Business Review explains that to really win your customer's loyalty, forget the bells and whistles and just solv... Read more The Future of IT20190225135446 The Future of IT Customer Experience Technology will determine the future of your enterprise. While the need to be customer-driven will endure, an evolving b... Read more CIOs and the Future of IT20190212152637 CIOs and the Future of IT Customer Experience It’s time for CIOs to take charge of both back-office and business technology, leading with a customer-driven mindset.... Read more Predictions 2019: Employee Experience Moves To Center Stage20190212152519 Predictions 2019: Employee Experience Moves To Center Stage Customer Experience Companies and executives are paying attention to employee experience as never before. There are good reasons for this at... Read more IDC Customer Service Market Research20190212152340 IDC Customer Service Market Research Customer Experience Customer Service Market Research Reports & Industry Analysis... Read more Average cost of a data center outage is $740,357—a 38 percent increase since 201020190212151813 Average cost of a data center outage is $740,357—a 38 percent increase since 2010 AIOps Automation & Orchestration Ponemon Institute and Emerson Network Power are pleased to present the results of the 2016 Cost of Data Center Outages.... Read more How to Get the Customer Experience Right in Voice Interactions20190212151258 How to Get the Customer Experience Right in Voice Interactions Customer Experience The good news is that we are in the midst of some of the greatest technological advances in artificial intelligence (AI)... Read more (AIOps): Heat or Hype20190121155251 (AIOps): Heat or Hype AIOps Artificial Intelligence for IT Operations (AIOps) is a growing trend to handle the ever growing IT Operations landscape.... Read more AIOps Platforms20190121155137 AIOps Platforms AIOps AIOps is an emerging technology and addresses something I’m a big fan of – improving IT Operations. So I asked fellow G... Read more Get started with AIOps tools20190121155040 Get started with AIOps tools AIOps Instead of admins doing all the tedious work to resolve issues reactively, AIOps tools promise predictive analytics, hea... Read more How bias in AI happens — and what IT pros can do about it20190121154746 How bias in AI happens — and what IT pros can do about it AI/ML Artificial intelligence systems are getting better and smarter, but are they ready to make impartial predictions, recomm... Read more 5 Artificial Intelligence Trends To Watch Out For In 201920190121154628 5 Artificial Intelligence Trends To Watch Out For In 2019 AI/ML During 2018, we witnessed a dramatic rise in the platforms, tools, and applications based on Machine learning and artifi... Read more IT Automation with AWS Lambda20190121154502 IT Automation with AWS Lambda Automation & Orchestration AWS Lambda allows you to easily automate your IT processes so you can focus on writing business logic. With AWS Lambda, ... Read more Gartner Identifies the Top 10 Strategic Technology Trends for 201920190121154404 Gartner Identifies the Top 10 Strategic Technology Trends for 2019 Automation & Orchestration Gartner defines a strategic technology trend as one with substantial disruptive potential that is beginning to break out... Read more Cloud Orchestration (Cloud Orchestrator)20190121154243 Cloud Orchestration (Cloud Orchestrator) Automation & Orchestration Cloud orchestration is the use of programming technology to manage the interconnections and interactions among workloads... Read more Training for Cloud Skills: From ITSM to CSM (Cloud Service Management)20190121154103 Training for Cloud Skills: From ITSM to CSM (Cloud Service Management) Cloud Service Management Cloud is a recurring theme in IT training at the moment as interest in cloud training has started to accelerate in recen... Read more Cloud Service Management20190121154019 Cloud Service Management Cloud Service Management Cloud service management is concerned with aligning both worlds, that is, the world of cloud computing and service manag... Read more Customers Come with Baggage20190121153009 Customers Come with Baggage Customer Experience When consumers contact customer service, more than half (53 percent) of their perceptions of the outcome is determined b... Read more Kick-Ass Customer Service20190121152931 Kick-Ass Customer Service Customer Experience Think about the last time you flew. When you checked in, did you use a self-service option—like the airline’s website, a... Read more Stop Exceeding Customer Expectations: To Create Immediate Loyalty Do This Instead20190121152822 Stop Exceeding Customer Expectations: To Create Immediate Loyalty Do This Instead Customer Experience A few years back I was part a global account team and we were failing with a Fortune 100 client. We tried everything: we... Read more IT Service Management (ITSM)20190121152233 IT Service Management (ITSM) Help Desk / Service Desk IT service management has long delivered value through productivity, service quality, and cost savings. Now organization... Read more ITSM (IT Service Management)20190121152139 ITSM (IT Service Management) Help Desk / Service Desk IT service management (ITSM) is a general term that describes a strategic approach to design, deliver, manage and improv... Read more 10 Automation and AI Tips for Working Smarter on the IT Service Desk20190121152025 10 Automation and AI Tips for Working Smarter on the IT Service Desk Help Desk / Service Desk Think about your IT service desk for a moment – how well is it faring as the business and IT landscapes rapidly change a... Read more The 8 IT service management metrics that matter most20190121151925 The 8 IT service management metrics that matter most Help Desk / Service Desk Despite all the data that IT service managers have at their fingertips, most cannot answer a very basic question: How is... Read more How artificial intelligence may replace today’s IT service desk20190121151826 How artificial intelligence may replace today’s IT service desk Help Desk / Service Desk Artificial intelligence is talked about constantly, and voice technology is nothing new. Both have changed the way peopl... Read more AI, Automation, and the IT Service Desk20190121151716 AI, Automation, and the IT Service Desk Help Desk / Service Desk While “AI, Automation, and the IT Service Desk” might not sound as interesting, or as crazy, as C. S. Lewis’s The Lion, ... Read more Conversational AI Is Coming To The Service Desk20190121151633 Conversational AI Is Coming To The Service Desk Help Desk / Service Desk Conversational AI is often associated with the "chatbot" phenomenon. It started with the consumer-driven chatbot craze i... Read more Customer Service Trends to Track for the Future20190120133442 Customer Service Trends to Track for the Future Customer Experience In a world that’s changing by the second with technological advancements, it only makes sense that the same is happening... Read more Top Customer Service Trends For 201820190120133318 Top Customer Service Trends For 2018 Customer Experience Great customer service is not just about cutting costs or making operations more efficient. Instead, it’s a systematic r... Read more Register or watch a recorded webinarSign Up Now!