Agility may be the defining feature of today’s contact centers. In the past, speed was the name of the game. How could a contact center be as efficient as possible, maximizing the call volume each agent could handle and minimizing average handle time? While these factors still play a role in contact center operations, customer…
The good news for CIOs wanting to enable domain experts to develop their own apps to solve business problems is that there’s a vast array of low-code development platforms to choose from. The bad news: there’s a vast array of platforms to choose from. CIOs may, therefore, have mixed feelings about SAP’s release of yet…
During the opening keynote at the recent Gartner IT Symposium in Barcelona, Gartner analysts said that CIOs should look to its latest moniker, IT for sustainable growth, to drive business transformation by focusing on three key strategies: ‘revolutionary work’ to empower the workforce, ‘responsible investment’ to balance financial and sustainability objectives, and ‘resilient cybersecurity’ to…
As one of the largest IT service providers in the world, TCS produces and depends on a massive amount of data to conduct and grow its business. But like many enterprises, its data practices made it difficult to derive timely, actionable insights from ever-increasing volumes of data, preventing the Mumbai-based multinational from becoming a truly…
CIO, the old wisecrack has it, stands for “career is over.” It’s a profession that’s fraught with ways to be forcibly escorted from your prestigious office and down to Human Resources to be walked through your severance package, and from there, after having signed mutual non-disparagement and non-compete agreements, along with a few other bits…
In the second of this two part CIO webinar series ‘Driving business success with true enterprise applications’, we speak with DXC Technology, brewing giant Lion and analysts Ecosystm about ‘How to take customer experience to the next level’. Today more than ever before, the customer is king. And having been conditioned – some might say…
Organizations that have embraced a cloud-first model are seeing a myriad of benefits. The elasticity of the cloud allows enterprises to easily scale up and down as needed. In practice, rather than commit to just one cloud service in today’s world of more distributed organizations due to Covid-19, many enterprises prefer to have multiple cloud…
During the recent pandemic, Turkey’s largest producer and exporter of ceramic bathroom products noticed an unusual phenomenon. “With everybody staying at home for two years, people looked around and thought it was time to change something in their bathroom,” noted Alp Güldür, group IT director at Eczacıbaşı Building Products. “The first year of the coronavirus,…
Analytics have evolved dramatically over the past several years as organizations strive to unleash the power of data to benefit the business. While many organizations still struggle to get started, the most innovative organizations are using modern analytics to improve business outcomes, deliver personalized experiences, monetize data as an asset, and prepare for the unexpected.…
Digital transformations can go off the rails in the best of times, but the past two years have wreaked additional havoc since employees began working remotely. Timing being what it is, though, with organizations hyperfocused on digitization, it’s more important than ever to address issues and fix problematic projects. Organizations can’t afford to fail at…