The Best Reads to
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Exploit Everyday AI in the Digital Workplace20190326181355
Exploit Everyday AI in the Digital Workplace
Read the Gartner article that reviews how digital workplace planners must become familiar with what artificial intellige...
The CIO’s Guide to Artificial Intelligence20190321163333
The CIO’s Guide to Artificial Intelligence
Read the Gartner article that reviews how CIOs can separate AI hype from reality by considering specific areas of risk a...
AI & ML now essential for customer service20190320201507
AI & ML now essential for customer service
Check out this TechCrunch article: Artificial intelligence and machine learning have become essential if you are selling...
Stop Trying To Delight Your Customers20190308010650
Stop Trying To Delight Your Customers
Harvard Business Review explains that to really win your customer's loyalty, forget the bells and whistles and just solv...
Intelligent Automation20190305165637
Intelligent Automation
Automation using artificial intelligence might be the next game changer in terms of process efficiency in the financial ...
The Future of IT20190225135446
The Future of IT
Technology will determine the future of your enterprise. While the need to be customer-driven will endure, an evolving b...
CIOs and the Future of IT20190212152637
CIOs and the Future of IT
It’s time for CIOs to take charge of both back-office and business technology, leading with a customer-driven mindset....
Predictions 2019: Employee Experience Moves To Center Stage20190212152519
Predictions 2019: Employee Experience Moves To Center Stage
Companies and executives are paying attention to employee experience as never before. There are good reasons for this at...
IDC Customer Service Market Research20190212152340
IDC Customer Service Market Research
Customer Service Market Research Reports & Industry Analysis...
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
Ponemon Institute and Emerson Network Power are pleased to present the results of the 2016 Cost of Data Center Outages....
How to Get the Customer Experience Right in Voice Interactions20190212151258
How to Get the Customer Experience Right in Voice Interactions
The good news is that we are in the midst of some of the greatest technological advances in artificial intelligence (AI)...
(AIOps): Heat or Hype20190121155251
(AIOps): Heat or Hype
Artificial Intelligence for IT Operations (AIOps) is a growing trend to handle the ever growing IT Operations landscape....
AIOps Platforms20190121155137
AIOps Platforms
AIOps is an emerging technology and addresses something I’m a big fan of – improving IT Operations. So I asked fellow G...
Get started with AIOps tools20190121155040
Get started with AIOps tools
Instead of admins doing all the tedious work to resolve issues reactively, AIOps tools promise predictive analytics, hea...
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
Artificial intelligence systems are getting better and smarter, but are they ready to make impartial predictions, recomm...
5 Artificial Intelligence Trends To Watch Out For In 201920190121154628
5 Artificial Intelligence Trends To Watch Out For In 2019
During 2018, we witnessed a dramatic rise in the platforms, tools, and applications based on Machine learning and artifi...
IT Automation with AWS Lambda20190121154502
IT Automation with AWS Lambda
AWS Lambda allows you to easily automate your IT processes so you can focus on writing business logic. With AWS Lambda, ...
Gartner Identifies the Top 10 Strategic Technology Trends for 201920190121154404
Gartner Identifies the Top 10 Strategic Technology Trends for 2019
Gartner defines a strategic technology trend as one with substantial disruptive potential that is beginning to break out...
Cloud Orchestration (Cloud Orchestrator)20190121154243
Cloud Orchestration (Cloud Orchestrator)
Cloud orchestration is the use of programming technology to manage the interconnections and interactions among workloads...
Training for Cloud Skills: From ITSM to CSM (Cloud Service Management)20190121154103
Training for Cloud Skills: From ITSM to CSM (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...
Cloud Service Management20190121154019
Cloud Service Management
Cloud service management is concerned with aligning both worlds, that is, the world of cloud computing and service manag...
Customers Come with Baggage20190121153009
Customers Come with Baggage
When consumers contact customer service, more than half (53 percent) of their perceptions of the outcome is determined b...
Kick-Ass Customer Service20190121152931
Kick-Ass Customer Service
Think about the last time you flew. When you checked in, did you use a self-service option—like the airline’s website, a...
Stop Exceeding Customer Expectations: To Create Immediate Loyalty Do This Instead20190121152822
Stop Exceeding Customer Expectations: To Create Immediate Loyalty Do This Instead
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 (ITSM)20190121152233
IT Service Management (ITSM)
IT service management has long delivered value through productivity, service quality, and cost savings. Now organization...
ITSM (IT Service Management)20190121152139
ITSM (IT Service Management)
IT service management (ITSM) is a general term that describes a strategic approach to design, deliver, manage and improv...
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
Think about your IT service desk for a moment – how well is it faring as the business and IT landscapes rapidly change a...
The 8 IT service management metrics that matter most20190121151925
The 8 IT service management metrics that matter most
Despite all the data that IT service managers have at their fingertips, most cannot answer a very basic question: How is...
How artificial intelligence may replace today’s IT service desk20190121151826
How artificial intelligence may replace today’s IT service desk
Artificial intelligence is talked about constantly, and voice technology is nothing new. Both have changed the way peopl...
AI, Automation, and the IT Service Desk20190121151716
AI, Automation, and the IT 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, ...
Conversational AI Is Coming To The Service Desk20190121151633
Conversational AI Is Coming To The Service Desk
Conversational AI is often associated with the "chatbot" phenomenon. It started with the consumer-driven chatbot craze i...
Customer Service Trends to Track for the Future20190120133442
Customer Service Trends to Track for the Future
In a world that’s changing by the second with technological advancements, it only makes sense that the same is happening...
Top Customer Service Trends For 201820190120133318
Top Customer Service Trends For 2018
Great customer service is not just about cutting costs or making operations more efficient. Instead, it’s a systematic r...
Six Trends That Will Shape Customer Service In 2018 (For Better Or Worse)20190120131945
Six Trends That Will Shape Customer Service In 2018 (For Better Or Worse)
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 for...