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…

3 nonprofits committed to empowering women in tech

A 2020 report from McKinsey found that companies with stronger gender diversity numbers were 25% more likely to outperform their less diverse competition. Yet, while companies have placed a greater emphasis on addressing the gender gap of late, women remain largely underrepresented in IT positions. Here, a number of factors are at play, not the…

Agritech forces gain ground across Africa

“Land never deceives” is a common slogan of farmers around Africa. Many people go into farming entirely, or as a side endeavor, with a high certainty they’ll make money and produce more good for all. And when technology is added to the mix, opportunities multiply. Having the largest area of uncultivated arable land in the…

Giant Eagle’s Kirk Ball on grocery retail innovations

Kirk Ball, Chief Information Officer/Chief Technology Officer, Giant Eagle, joins host Maryfran Johnson for this CIO Leadership Live interview, jointly produced by CIO.com and the CIO Executive Council. They discuss grocery retail innovations, digital customer strategies, sourcing global talent, augmented reality and more. Watch this video: #id63bf1922a0af3 .jw-wrapper::before { content: “Kirk Ball” !important; } Listen…

Journey Beyond transforms its contact center to deliver better customer journeys

Journey Beyond, a part of Hornblower Group, is Australia’s leading experiential tourism group. Headquartered in Adelaide, it operates 13 brands and experiences spanning the country. The company’s overall strategy is to “have a customer experience that’s second-to-none — from the moment they first engage with the company to plan their experience, to when they return…