“The 4 P’s of Customer Engagement” is a concept I coined a couple years ago that summarizes what companies need to prioritize to create experiences that matter. For a customer interaction to embody the 4 P’s, it must be personal, predictive, proactive, and pervasive. Here’s what I mean by this: Personal: We all know the more personal…
With IT workers in short supply, there is growing pressure on enterprises to make the working environment more pleasant, and help existing employees be as productive as possible. The latest release of ServiceNow’s Now workflow automation platform, San Diego, aims to do just that, with some big changes to the look and feel of its…
Justin Skelton is SVP and CIO of Dine Brands, a leading chain restaurant company based in Glendale, Calif., with 345 franchisees operating more than 3,400 restaurants for its two flagship brands, Applebee’s and IHOP. As CIO, Skelton is a member of the Executive Team at Dine Brands Global. His responsibilities extend from digital and business…
Business and technology were once seen as separate or distinct, but today they are deeply intertwined. In fact, the days of task-driven technology have vanished, replaced by technology as a vehicle for business growth. Organizations must leverage technology to solve for business value or understand that business longevity will suffer. While enterprise transformation is driven by customer…
By: Phil Mottram, Executive Vice President and General Manager of HPE’s Intelligent Edge business. Anyone who knows me knows that I like exercise and in particular triathlons. I am pretty much in last place in every triathlon I have completed, but to me that doesn’t really matter, it’s all about “me” proving to “me” that…
In a bid to help enterprises optimize customer service, Google Cloud is extending its Contact Center AI (CCAI) service with the ability to integrate with CRM (customer relationship management) applications in order to provide real-time insights and data analytics. The extended service will be called the Contact Center AI (CCAI) Platform and is scheduled for…
Google’s parent Alphabet has spun out a new company, Sandbox AQ, offering enterprises artificial intelligence and quantum computing software as a service. The company is starting life with two major research objectives. The first is the creation of post-quantum cryptosystems and related privacy-enhancing technologies, in an attempt to keep data secure should quantum computing develop…
Most organizations have come to understand the importance of being data-driven. To compete in a digital economy, it’s essential to base decisions and actions on accurate data, both real-time and historical. Data about customers, supply chains, the economy, market trends, and competitors must be aggregated and cross-correlated from myriad sources. But the sheer volume of…
Delays are common in project management, regardless of what sector you’re working in. But once a project has fallen behind, what can you do as a project manager to get your wayward project back on track? It’s often easier said than done, but it’s important not to panic; calm heads always prevail, as they say.…
It’s been years since developers found that Nvidia’s main product, the GPU, was useful not just for rendering video games but also for high-performance computing of the kind used in 3D modeling, weather forecasting, or the training of AI models—and it’s on enterprise applications such as those that CEO Jensen Huang will focus his attention…