Since the December repeal of net neutrality rules, there have been plenty of questions and concerns raised by businesses, consumers and lawmakers alike. Now is the time to start getting answers and take stock of the services you have and expect.
AI and chatbots still remain uncharted territory for a substantial segment of the Call Center industry. In 2018, businesses will continue their work to find the right balance between customized customer care and digital efficiency.
Millennials are rapidly redefining workplaces in the U.S. and around the globe. For those of us in the IT sector, what does it take to successfully manage and motivate this growing force?
Itu2019s no longer enough to have a team that knows how important CX is. You need expertise for continuous CX improvement and innovation.
With todayu2019s powerful data collection and analysis capabilities, businesses have a remarkable view into the wants of their customers. The challenge is to use customer data wisely.
Could our industry become a sector where layoffs are more prevalent than skills shortages?
What is your AI vision? To stay competitive it is critical to define how AI and machine learning can take your business to the next digital level and build your plan of action.
Women IT leaders from around the globe weigh in on how businesses can prepare more women for senior leadership roles. Their answers are surprisingly consistent.
Since the start of 2017, I have been talking to IT leaders about how they are balancing their expanding roles and what is keeping them up at night. While most enjoy having more input into business strategy, they are also worried about staying ahead o....
For a variety of reasons call centers are no longer the right way to engage customers: Online ordering is everywhere. Millennials prefer texting and messaging. Virtual agents and bots are quickly gaining traction. These kinds of trends in communicati....
The second installment of my two-part series on the priorities of a new chief digital officer expands the agenda to include an early focus on processes and technologies u2014 especially data, mobile and infrastructure.
The u201cfirst 100 daysu201d is a famed transition period for new U.S. presidents. However it's also a valid time frame for almost any senior leader to lay the groundwork for success. A leaderu2019s competence and effectiveness are often examine....
As we head into Q4, many business leaders are taking a hard look at what digital transformation has meant in their organizations and across their industries. How are competitors succeeding and where are they falling behind? How are their customers be....
Once upon a time the C-suite consisted of a small trio of leaders who drove the business forward. Today, Itu2019s a different world. From chief data officers to chief sustainability officers and chief people officers, there are few limits on what you....
As large enterprises race to expand their digital offerings, how do midmarket businesses stay competitive? CDO Anna Frazzetto explains how leaders of smaller organizations can keep ahead by assessing the state of their digital health and aligning the....
The role of chief digital officer (CDO) is opening the door to the c-suite for women. Both strategic and technical, the CDO role is one that women appear to be fully embracing. CDO Anna Frazzetto suggests why more women are attracted to this increasi....
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