It’s time for CIOs to take charge of both back-office and business technology, leading with a customer-driven mindset....

Companies and executives are paying attention to employee experience as never before. There are good reasons for this at...

Customer Service Market Research Reports & Industry Analysis...

Ponemon Institute and Emerson Network Power are pleased to present the results of the 2016 Cost of Data Center Outages....

The good news is that we are in the midst of some of the greatest technological advances in artificial intelligence (AI)...

Artificial Intelligence for IT Operations (AIOps) is a growing trend to handle the ever growing IT Operations landscape....

AIOps is an emerging technology and addresses something I’m a big fan of – improving IT Operations.  So I asked fel...

Instead of admins doing all the tedious work to resolve issues reactively, AIOps tools promise predictive analytics, hea...

Artificial intelligence systems are getting better and smarter, but are they ready to make impartial predictions, recomm...

During 2018, we witnessed a dramatic rise in the platforms, tools, and applications based on Machine learning and artifi...

AWS Lambda allows you to easily automate your IT processes so you can focus on writing business logic. With AWS Lambda, ...

Gartner defines a strategic technology trend as one with substantial disruptive potential that is beginning to break out...

Cloud orchestration is the use of programming technology to manage the interconnections and interactions among workloads...

Cloud is a recurring theme in IT training at the moment as interest in cloud training has started to accelerate in recen...

Cloud service management is concerned with aligning both worlds, that is, the world of cloud computing and service manag...

When consumers contact customer service, more than half (53 percent) of their perceptions of the outcome is determined b...

Think about the last time you flew. When you checked in, did you use a self-service option—like the airline’s websit...

A few years back I was part a global account team and we were failing with a Fortune 100 client. We tried everything: we...

IT service management has long delivered value through productivity, service quality, and cost savings. Now organization...

IT service management (ITSM) is a general term that describes a strategic approach to design, deliver, manage and improv...

Think about your IT service desk for a moment – how well is it faring as the business and IT landscapes rapidly change...

Despite all the data that IT service managers have at their fingertips, most cannot answer a very basic question: How is...

Artificial intelligence is talked about constantly, and voice technology is nothing new. Both have changed the way peopl...

While “AI, Automation, and the IT Service Desk” might not sound as interesting, or as crazy, as C. S. Lewis’s The ...

Conversational AI is often associated with the "chatbot" phenomenon. It started with the consumer-driven chatbot craze i...

In a world that’s changing by the second with technological advancements, it only makes sense that the same is happeni...

Great customer service is not just about cutting costs or making operations more efficient. Instead, it’s a systematic...

You may still be writing “2017” on forms, but no one can deny that 2018 is in full swing. So what does the year hold...