The contact center has traditionally operated through on-premises servers and software, but shifting it to the cloud can help CIOs improve the customer journey. Advances in artificial intelligence (AI) and cloud-based contact center-as-a-service (CCaaS) options now give enterprises more confidence that they can better deliver high-quality customer experiences. However, there are potential challenges around moving…
CIOs continue to be pressured by business leaders to deliver value that goes beyond just making sure everyone’s computers and servers are running. Among their value objectives is to deliver better customer experiences, according to Foundry’s 2022 State of the CIO. Yet, CIOs must do so amid challenges such as an increasingly lean IT staff,…
By George Trujillo, Principal Data Strategist, DataStax Web3 is now firmly established as the technology ecosystem that lets developers build decentralized applications. But its reliance on blockchain technology has also raised concerns about its ecological impact. The process of verifying transactions on blockchain requires a huge amount of processing power and consequently lots of electricity.…
IBM is six months into a massive ERP modernization, moving core on-premises systems to Power servers running in its own cloud as it upgrades them from SAP’s legacy ECC software to the cloud-ready S/4HANA. IBM’s ERP transformation will be one of the largest under the “Rise with SAP” umbrella — perhaps rivaling that of Microsoft, which announced…
In the final quarter of 2021, research by industry analyst firm Gartner suggested close to a third of IT workers in Australia were actively seeking new jobs. This proportion was substantially above that of the broader market, which stood at 23.4% just the previous quarter. Moreover, additional research by Gartner indicated that the rate of…
CIOs know they must be business leaders, but the business knowledge they must bring to the proverbial table is something of a moving target. There are, of course, the management fundamentals and the longstanding executive skills that remain constant must-haves. But there are, too, a list of topics that bubble up and dominate based on…
Customer data platform defined A customer data platform (CDP) is a prepackaged, unified customer database that pulls data from multiple sources to create customer profiles of structured data available to other marketing systems. Gartner defines a CDP as “a marketing technology that unifies a company’s customer data from marketing and other channels to enable customer…
Peter Tay, Chief Digital Officer of NTUC Income, joins James Henderson for CIO Leadership Live in ASEAN, produced by CIO.com and Foundry. Peter offers insights into the art of innovation and the importance of creating unique solutions to meet evolving customer demands, in addition to outlining market expansion plans beyond Singapore. Watch this episode: #id6279d67c1d595…
Enterprise transformation demands technology to work and people to adopt it. The “people” component of enterprise transformation can make or break digital transformation. If people within the organization are given the right tools and are enabled and empowered to use them, they can achieve the desired intent of technology transformations. CIOs enable adoption by championing comprehensive…
Many enterprises are struggling to deliver for customers because of a disruptive environment, internal silos, mismanaged data, the pandemic, and inefficient collaboration between companies, despite our increasingly digital world. One study conducted by GEP in partnership with the Supply Chain Resource Cooperative at North Carolina State University (NCSU) found that misalignment between procurement and supply…