The contact center market is growing at a rapid pace. As the key business hub for sales and service, contact centers have long served an important role for customer experience (CX). During the pandemic, they became even more critical. Today’s contact center agents handle 7.2 more calls per day than they did pre-pandemic. The contact…
When Curt Garner became Chipotle’s first CIO in 2015, the only technology used for online restaurant ordering was, “believe it or not,” a fax machine, he says. Seven years later, the Newport Beach, Calif.-based company is piloting a system with a robotic arm dubbed “Chippy” that prepares the fast-casual chain’s famed fried salt-and-lime chips homemade…
Since the pandemic began, 60 million people in Southeast Asia have become digital consumers. The staggering opportunities Asia’s burgeoning digital economy presents are reason enough to spur you into rethinking the way you do business. This means one thing: digital transformation. Cloud adoption empowers organisations to adapt quickly to sudden market disruptions. Back when the…
ESG (Environmental, Social, and Governance) topics have emerged as critical issues for organizations of all sizes. Among those issues, sustainability has seen a surge of interest, rising steadily on CIOs’ priority lists. Via a series of interviews and panels at Schneider Electric’s Innovation Summit 2022, a snapshot of the challenges, triumphs, and next steps shows…
Retailers are not the only people looking forward to the holiday season. It will be a busy time for scammers and fraudsters too as they send out coupons, deals and offers to consumers, and even thank-you vouchers to employees, purporting to come from organizations and brands they trust. In fact, CIO has reported that it…
“The foundation of our business is rooted in sustainability. From the products we offer to the services we provide, our aim is to provide the highest levels of business continuity responsibly. Moving workloads to the cloud has been proven to reduce enterprises’ energy usage and their carbon footprint by at least 30%. To be known…
Gary Steen joined assistive technology provider Tunstall Healthcare as its group chief technology officer (CTO) in August 2021, having previously been managing director for technology at telecommunications provider TalkTalk. The move was motivated by his desire to bring expertise across sectors, to work for a British technology company, and to fulfil his own social purpose…
What is ESG and why is it important? Environmental, social, and corporate governance (ESG) is a strategic framework for identifying, assessing, and addressing organizational objectives and activities ranging from the company’s carbon footprint and commitment to sustainability, to its workplace culture and commitment to diversity and inclusion, to its overall ethos regarding corporate risks and…
However we may have defined the “future of work” before 2020, our new reality has advanced technology investments, inspired new operational models, and changed how we work. While the rapid shift to a digital-first world powered by remote work proved mostly successful, some organizations are vying to put the genie back in the bottle by…
Increasing its focus on healthcare industry customers, Oracle on Wednesday announced updates for its Cloud Fusion suite aimed at meeting their financial planning, supply chain and human resources needs. The updates, which were announced at the company’s ongoing annual CloudWorld conference, include additions to the company’s Enterprise Planning Management (EPM), Supply Chain management (SCM)…