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 fel...
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 websit...
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...
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 ...
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 happeni...
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...
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...