Breaking communication siloes between contact center and non-contact center employees is paramount to improving customer satisfaction, employee engagement, and operating costs. The average contact center agent spends 15% of their working day chasing down information needed to serve customers. These hours can add up to a financial loss of $1.5 million annually for a 200-agent contact center, according…
As companies lean into data-first modernization to deliver best-in-class experiences and drive innovation, protecting and managing data at scale become core challenges. Given the diversity of data and range of data-inspired use cases, it’s important to align with a robust partner ecosystem. This can help IT teams map the right set of services to unique…
Pandemic-era ransomware attacks have highlighted the need for robust cybersecurity safeguards. Now, leading organizations are going further, embracing a cyberresilience paradigm designed to bring agility to incident response while ensuring sustainable business operations, whatever the event or impact. Cyberresilience, as defined by the Ponemon Institute, is an enterprise’s capacity for maintaining its core business in the face of…
Companies capture more data and compute capacity at the edge. At the same time, they are laying the groundwork for a distributed enterprise that can capitalize on a multiplier effect to maximize intended business outcomes. The number of edge sites — factory floors, retail shops, hospitals, and countless other locations — is growing. This gives…
The pandemic accelerated the urgency for reform in health and social care around the world, which strained resources to unprecedented levels. The effects are still being felt and in Northern Ireland specifically, ongoing political instability is further complicating approaches to digital transformation. Although progress is being made that should be recognized and celebrated, Dan West,…
Early in her life Ricki J. Koinig saw the immense impact that technology could have on individuals and their ability to move through life. To pay for horseback riding lessons while growing up, Koinig worked in a program for children and young adults with special needs who used assistive technologies. Those early professional experiences in…
If digital transformation was about driving fundamental change within the company, then its next chapter will be far more outward-looking. This is about being digital-first: to build digital businesses that are viable and sustainable in the long term. Rather than just leveraging digital technology to seize new opportunities, such organisations are poised to create operating…
CRM giant Salesforce today said that it would commit $250 million to investments in startups focused on generative AI, even as the company warned of the dangers of the technology. The company emphasized the potential gains for application software possible through the use of AI in its initial announcement of investments in four AI-driven companies.…
By Hock Tan, Broadcom President and CEO During the 17 years I have led Broadcom, solving problems for customers and giving them the tools they need to succeed have been the most rewarding parts of my job. It’s important to me that whether we’re inventing the future through innovative R&D or co-creating new solutions with…
Salesforce was an early adopter of artificial intelligence (AI) with its Einstein recommendation tools, but it is taking a cautious approach to deploying the latest AI trend, generative AI. It’s been a month since Salesforce CEO Marc Benioff tweeted, “Get ready to be wowed by Salesforce EinsteinGPT! It generates leads, closes deals, and even makes…