Today’s most successful brands blend Artificial Intelligence (AI) and automation with human intelligence (HUMINT) to augment their customer and employee experience strategies in the contact center – and as a result, they’re winning over customers.
While some tasks are perfect for automation – think about those mundane, repetitive, low-value actions – the truth is, AI simply cannot replicate the “human touch.” Understanding the strengths of each kind of intelligence (AI + HUMIT), and using them to cooperatively deliver exceptional employee and customer experiences is a pivotal competitive differentiator for brands.
These leading brands agree there are four specific ways to drive the greatest outcomes – and we go into detail about them in all our Contact Center Collaborative Intelligence strategy guide.
Published By: Masergy
Published Date: Nov 04, 2019
Managed SD-WAN services have been around for years, but Ovum is now seeing solutions evolve and go beyond the early adopter phase. With the integration of new features and additional value-added services, enterprises today see simplified SD-WAN solutions. This white paper will share how these solutions have evolved and matured, explore the major benefits from the new SD-WAN solutions, and examine why enterprises should feel more confident about adopting SD-WAN now.
Published By: BetterUp
Published Date: Aug 14, 2018
Workday has grown at a rapid pace since the company’s inception. Though this growth was indicative of the company’s success, it had an unintended side effect. Workday faced the same challenge experienced by nearly every high growth company: a tension between growth and culture. The company needed a way to bring all of its employees into its values system quickly, and ensure that people leaders were truly growing and leading in alignment with Workday’s culture. The company also needed a way to help people leaders newer
to management learn and on-ramp quickly, in alignment with the speed of the business. One of the steps Workday took to protect and nurture its special culture was reaching out to BetterUp to try out its leadership coaching. In partnership with Workday, BetterUp introduced an initial pilot program focused on people managers, with the goal of helping Workday support and grow its people leaders in the future.
This paper examines how cities are using cloud technology to address public challenges, using the framework of the global coalition, Smart Cities Council. This framework promotes three core values for smart cities: livability, providing clean, healthy living conditions without pollution and congestion; workability, providing an enabling infrastructure (energy, transportation, internet connectivity) and high-quality jobs; and sustainability, doing so at no cost to future generations, as the Council puts it. This paper proposes a fourth core value, inclusivity: provisioning services to all city residents regardless of their background.
Amazon Web Services (AWS) provides rapid access to flexible and low-cost IT resources. With cloud computing, public sector organizations no longer need to make large upfront investments in hardware, or spend time and money on managing infrastructure. The goal of this whitepaper is to help you gain insight into some of the financial considerations of operating a cloud IT environment and learn how to maximize the overall value of your decision to adopt AWS.
Published By: Genesys
Published Date: Dec 20, 2018
Companies across the world are innovating with artificial intelligence (AI) to improve customer experience and forge deeper relationships with customers. Through surveys and interviews with 599 executives, from large and mid-sized companies across the globe, this MIT report reveals that most customer-centric firms have already deployed AI extensively in their customer-facing operations and customer experience management processes.
Get the global report and regional spotlights on North America, Latin America, Europe and Asia to access complete results. Key insights include:
• Nearly 90% of respondents report measurable improvements in the speed of complaint resolution; 80% note enhanced call volume processing using AI
• 80% of respondents report measurable improvements in customer satisfaction, service delivery and contact center performance
• In North America, 60% of the respondents believe they will deliver a 10% or more increase in customer lifetime value in the next year
Published By: MuleSoft
Published Date: Oct 10, 2019
Many businesses are now considering various options as they migrate to SAP S/4 Hana. Numerous organizations rely on SAP platform solutions, many of which were implemented during the late 1990s and early 2000s. By 2025, SAP will end mainstream maintenance on all instances of ERP installations forcing enterprises to migrate to SAP S/4HANA, or re-implement complex ERP installations, which can come with many challenges.
Read this whitepaper, written in collaboration with Capgemini, to learn:
How to prove the business value of a migration to SAP S/4HANA.
Why an API-led architecture is the best approach for SAP S/4HANA integration with existing systems, providing agility and shielding an organization’s technology stack from future changes to other systems.
The main principles of a Center for Enablement (C4E) and how it enables enterprises to implement software design with governance and high delivery speeds.
Published By: MuleSoft
Published Date: Oct 10, 2019
Forrester Total Economic Impact (TEI) study found enterprise customers realize 445% ROI with MuleSoft’s Anypoint Platform over three years. Download this report for an analysis of the total value of integration for enterprise customers.
Key customer benefits:
$7.8M in benefits within three years.
4X projects worked on over three years.
90% developer time freed from maintaining APIs and integrations.
The Total Economic Impact™ Of MuleSoft’s Anypoint Platform, a commissioned study conducted by Forrester Consulting, August 2019.
Published By: MuleSoft
Published Date: Oct 22, 2019
As the primary drivers of digital transformation, Chief Information Officers (CIOs) must stay ahead of emerging technology and assess the value to their organizations. This report covers the top technology trends that will determine the business landscape in 2020.
What you'll learn
The 7 trends experts forecast for 2020 using data from over 850 global IT leaders, 9,000 consumers, and third-party findings.
Case studies of each trend highlighting how CIOs of leading global companies are starting – or already driving – these trends.
Recommendations to use these trends to fuel digital transformation in your organization.
Published By: PatSnap
Published Date: Sep 27, 2019
IP professionals require the utmost precision, flexibility, and speed in their workflows. However numerous challenges around disparate sources and tools can delay the IP process.
This eBook lays out IP best practices online that will streamline various workflows to drive accurate and effective results, effortlessly. These are:
1. Performing more efficient patent searches
2. Unlocking value from patent portfolios
3. Structuring effective patent landscapes
4. Building more revealing reports
5. Mitigating bottlenecks via collaboration
Countless studies and analyst recommendations suggest the value of improving security during the software development life cycle rather than trying to address vulnerabilities in software discovered after widespread adoption and deployment. The justification is clear.For software vendors, costs are incurred both directly and indirectly from security flaws found in their products. Reassigning development resources to create and distribute patches can often cost software vendors millions of dollars, while successful exploits of a single vulnerability have in some cases caused billions of dollars in losses to businesses worldwide. Vendors blamed for vulnerabilities in their product's source code face losses in credibility, brand image, and competitive advantage.
The Business Case for Data Protection, conducted by Ponemon Institute and sponsored by Ounce Labs, is the first study to determine what senior executives think about the value proposition of corporate data protection efforts within their organizations. In times of shrinking budgets, it is important for those individuals charged with managing a data protection program to understand how key decision makers in organizations perceive the importance of safeguarding sensitive and confidential information.
Published By: Attivio
Published Date: Aug 20, 2010
With the explosion of unstructured content, the data warehouse is under siege. In this paper, Dr. Barry Devlin discusses data and content as two ends of a continuum, and explores the depth of integration required for meaningful business value.
Data is a company’s most valuable asset. Just look at Forbes’ World’s Most Value Brands list. No longer is a company’s worth evaluated by its tangible assets — data has changed all of that. Every business today relies on data. The ability to filter through volumes of data to capture true insights is critical to gaining a competitive advantage. Companies aspiring to deliver the best possible customer experiences must be able to unify different types of information, including behavioral, transactional , and operational data
Customer experience is the new management battleground.
You know it better than anyone. Most customer experience best practices center on the value businesses need to bring to customers. But what role do customer needs play in creating an enterprise plan of attack? Get the full scoop. Plus, learn how experience managers at companies like Guitar Center, Nestle, and PETCO keep their brands thriving and competitive. Read CMO Club Solution Guide: Customer Experience Essentials.
This guide provides tips on how to filter through targeted solution marketing to make an informed, objective assessments when selecting the best commerce solution for you. Key points include: - Finding a platform that is flexible, agile, scalable. - The benefits of employing a single platform for all commerce use cases. - Leveraging customer data for commerce strategies - Employing an ecosystem of support. - Focusing on long term value over the initial costs. Every organization is at a different point in their ability to deliver frictionless shopping experiences that customers demand. Follow these guidelines to position your business for strategic growth.
Today’s C-level executives expect data and analytics to provide them with speed and agility to deliver competitive advantage and to disrupt new markets. But, in today’s complex data environment exists a near paradox between these expectations, that companies will be able to rapidly deliver value using data and analytics--and the complexities of the data landscape, making it more difficult to find, govern, connect to and access the data needed to deliver that value.
Once thing is clear: if management expectation is to be met, simplifying connectivity is a must.In this white paper, veteran analyst Mike Ferguson, Managing Director of Intelligent Business Strategies explores how simplifying data access –connectivity –aligns expectations with data realities thus decreasing time to value.
As organizations have improved service delivery, they have also turned their focus to presenting business value more positively. These organizations are beginning to develop true BSM systems in two ways: by understanding the metrics that successful businesses employ to determine the value of IT, and by linking these metrics and associated business services to IT infrastructure components.
Limited visibility has tethered CIOs' success in both IT and business. However, using federated CMDB technology, CIOs can view the complete IT infrastructure and the entire lifecycle of a business service.
Organizations are drowning in content. They don't know what they have, and they can't find what they need when they need it. While they spend significant time and money to manage content stored among a host of disconnected systems, their efforts are less than fully effective.
ITIL provides a framework of customizable best practice initiatives that help organizations consistently deliver high-quality IT services. Effective ITIL implementation adds value to the IT infrastructure and improves business and service delivery.
Composite applications can provide multiple benefits, such as business agility, better utilization of business software assets through code reuse, development efficiencies, and cost optimization. Once companies are skilled at deploying them, many find that they roll out new applications and integrations faster, while maximizing the value of "tried and true" software components.
Business Service Management (BSM) is of growing importance in the IT world. By managing IT systems according to the business services they support - like order entry, online sales, shipping, or customer service - IT is able to deliver on real business goals like providing competitive advantage, improving customer satisfaction, driving revenue growth, and increasing shareholder value.
Application modernization is a powerful method for extending the life and improving the business value of a company's critical application assets. It provides an attractive and cost effective alternative to application development, enabling companies to defer investment in replacement initiatives without compromising business support.
Published By: Sitecore
Published Date: Nov 04, 2009
This report highlights the strategic value of a next generation web content management system integrated with lead scoring, email marketing, customer relationship management, and web analytics. The report links the technology and practices of Best-in-Class organizations to engage customers, provide personalized experiences and manage the lead lifecycle.
Credit Union Times is the nation's leading independent source for breaking news and analysis for credit union leaders. For more than 20 years, Credit Union Times has set the standard for editorial excellence and ethical, straight-forward reporting.