In today’s digital-first and cloud-centric world, observation is not limited to collecting metrics, logs and scars; action must be eligible, directly driving business results. Action empowers the observation organizations to quickly detect and resolve the issues, customize user experience and align IT operations with broader business goals. In this blog, we will explore how to…
You’ve seen the headlines. Another AI system denies loans to qualified applicants. A chatbot spreads misinformation faster than fact-checkers can respond. A facial recognition tool misidentifies innocent people as criminals. These aren’t isolated incidents; they’re symptoms of a broken approach to AI governance. The problem runs deeper than destructive code or biased data. Organizations worldwide…
Fintech Smarsh announced today it has deployed Salesforce’s Agentforce platform to power AI agents for customer support. Smarsh is no stranger to agentic AI. The company specializes in providing compliance and surveillance technology, including proprietary AI agents, to customers in industries such as financial services and government. Its more than 6,200 customers include 18 of…
ERP software provider Epicor has added a new AI agent — Epicor Prism Business Communications — to its Prism generative AI service, designed to help enterprises’ supply chain divisions automate request for quote (RFQ) workflows and accelerate supplier communications. Prism, released last year, is a network of vertical AI agents built specifically for the supply…
In A scalable framework for digital transformation in retail, I outlined three pillars for growth: mobile, personalization and experiential commerce. Of these, personalization is often the most difficult to execute at scale, yet it’s also the most powerful driver of long-term customer loyalty and brand differentiation. Too often, personalization is defined narrowly as serving targeted…
As a CIO you can get advice about how to be more effective from any number of sources, from what you get here in CIO Survival Guide (best practice), to other sources here at CIO.com, to, if you’re desperate, various punditries like Gartner, Forrester, and McKinsey. Most of what you read lists what should be a CIO’s top priorities. They…
Over the past three years I’ve had the great fortune to sit down with some of the top CIOs in the industry for candid conversations on the Tech Whisperers podcast and in this column. These executives have opened their leadership playbooks and shared lessons from career journeys that, taken in whole, illuminate a clear path…
Generative AI (Gen AI) is set to transform the workplace—boosting productivity, enhancing employee engagement, and enabling hyper-personalised digital experiences. Yet Lenovo’s latest report reveals that most organisations aren’t ready. Our new global study, Igniting Real Workplace Transformation, the second in our Work Reborn Research Series 2025, reveals a major gap between aspiration and action. We…
La IA es un arma de doble filo. Puede liberar a las personas de la monotonía de un trabajo monótono, pero también puede eliminar las tareas creativas. Puede ahorrar a los empleados horas de trabajo a la semana, pero solo para que se les asigne aún más trabajo con el que llenar ese tiempo, lo…
필자는 포춘 500 기업의 67%를 위해 수십억 건의 문서를 처리하는 기업의 CEO로서 대규모 기업용 AI 도입 현장을 가까이에서 지켜볼 수 있는 행운을 누리고 있다. AI의 잠재력은 분명하지만, 시장은 점점 복잡해지고 있으며 비즈니스 리더는 어떤 도구가 실질적인 가치를 제공하는지, 또 언제 활용해야 하는지를 파악하는 데 어려움을 겪고 있다. 이런 어려움은 ‘AI 워싱(AI-washing)’의 확산으로 더욱 심화되고 있다.…