Five Trends in 2023 Strategic Portfolio Planning

Heading into 2020, there were plenty of predictions about the year ahead (not to mention detailed business plans, economic forecasts, scheduled events, and so on)—and all were rendered worthless by the pandemic. Looking ahead to 2023, therefore, I do so with a healthy dose of humility, and an acknowledgement that there will be monumental events…

5 Signs Your PMO is on the Hot Seat

Not too long ago, I was on a call with a top-level executive at a large enterprise. During the discussion, I heard something pretty shocking: They were looking seriously at getting rid of the project management office (PMO) altogether. Even more disturbing: I don’t see this as an aberration. In a significant number of businesses,…

Chatbot Security in the Age of AI

With each passing year, contact centers experience more of the benefits of artificial intelligence. This technology — once only a distant idea portrayed with wonder and fear in science fiction — is now a key part of how businesses and customers interact. According to survey data from Call Centre Helper, customer satisfaction is the number one factor…

Top automation pitfalls and how to avoid them

First Tech Credit Union is a San Jose-based financial institution with more than $16 billion in assets. As the eighth largest in the country, it primarily serves tech companies and their employees, but still has a lot of manual processes in place. “We’re very early in our automation journey,” says Mike Upton, the organization’s digital…