Don’t let NetOps “gotchas” derail your digital transformation

Over the past few years, technological and business advancements have created increasingly grand expectations. Your customers expect an “always on” experience. (Today, you can also add “always fast,” “always intuitive,” “always successful,” and so on.) Fundamentally, if customers find it too difficult to engage digitally with your business, they’ll engage elsewhere. Digital transformation: The implications…

Understanding the security shared responsibility model in an as-a-service world

As organizations shape the contours of a secure edge-to-cloud strategy, it’s important to align with partners that prioritize both cybersecurity and risk management, with clear boundaries of shared responsibility. The security-shared-responsibility model is essential when choosing as-a-service offerings, which make a third-party partner responsible for some element of the enterprise operational model. Outsourcing IT operations…

Tapping high-performance computing for new business value

Many people associate high-performance computing (HPC), also known as supercomputing, with far-reaching government-funded research or consortia-led efforts to map the human genome or to pursue the latest cancer cure.  But HPC can also be used to advance more traditional business outcomes — from fraud detection and intelligent operations to digital transformation. The challenge: making complex…

Bringing Your Employees Together Under a Shared Customer Experience Ownership Model

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…

Best practices for developing an actionable cyberresilience road map

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…