Established by the UK Parliament in 2001 to settle complaints about financial-services companies, the Financial Ombudsman’s Service (FOS) has served an increasing number of consumers, recently dealing with more than a million people a year. Heightened demand through the COVID-19 pandemic has put even more pressure on FOS, whose services are free to the public,…
With the accelerated pace of digital transformation, coupled with the unprecedented arrival of the pandemic pushing enterprises towards a hybrid work culture, IT leaders have played a key part in keeping business afloat these last two years. The resulting redefinition of their role is influencing their priorities as they prepare for the 2023 financial year.…
Digital transformation goes beyond implementing technological resources — it also requires change in thinking and strategy. In this Q&A, Roula Gharios Zahar, deputy general director of Mount Lebanon Hospital since 1997, discusses technology challenges and successes for the country healthcare sector, as well as hurdles presented for change management. CIO MIddle East: How would you…
Businesses for some years now have had initiatives in place for diverse, equitable and inclusive (DEI) work environments. While some progress has been made, the pandemic certainly caused setbacks, including for DEI in the tech sector. Women lost their jobs at a much higher rate than men. And they earned less due to lockdown regulations,…
“The 4 P’s of Customer Engagement” is a concept I coined a couple years ago that summarizes what companies need to prioritize to create experiences that matter. For a customer interaction to embody the 4 P’s, it must be personal, predictive, proactive, and pervasive. Here’s what I mean by this: Personal: We all know the more personal…
With IT workers in short supply, there is growing pressure on enterprises to make the working environment more pleasant, and help existing employees be as productive as possible. The latest release of ServiceNow’s Now workflow automation platform, San Diego, aims to do just that, with some big changes to the look and feel of its…
Justin Skelton is SVP and CIO of Dine Brands, a leading chain restaurant company based in Glendale, Calif., with 345 franchisees operating more than 3,400 restaurants for its two flagship brands, Applebee’s and IHOP. As CIO, Skelton is a member of the Executive Team at Dine Brands Global. His responsibilities extend from digital and business…
Business and technology were once seen as separate or distinct, but today they are deeply intertwined. In fact, the days of task-driven technology have vanished, replaced by technology as a vehicle for business growth. Organizations must leverage technology to solve for business value or understand that business longevity will suffer. While enterprise transformation is driven by customer…
By: Phil Mottram, Executive Vice President and General Manager of HPE’s Intelligent Edge business. Anyone who knows me knows that I like exercise and in particular triathlons. I am pretty much in last place in every triathlon I have completed, but to me that doesn’t really matter, it’s all about “me” proving to “me” that…
In a bid to help enterprises optimize customer service, Google Cloud is extending its Contact Center AI (CCAI) service with the ability to integrate with CRM (customer relationship management) applications in order to provide real-time insights and data analytics. The extended service will be called the Contact Center AI (CCAI) Platform and is scheduled for…