CIO

APRIL 25, 2024

For CIOs who may need to customize their cloud cost information streams or manage a complex cloud estate, do-it-yourself cloud cost management may be the way to go. Here’s a look at why you might want to roll your own cloud cost solution, what makes a successful DIY approach, and how some leading organizations have already done so.

Management 726

Management Finance Capital Technology 726

CIO

JANUARY 3, 2024

Customer communication is a vital aspect of any business, especially when it comes to the contact center. The contact center is where customers interact with companies through various channels, such as phone, email, chat, or social media. This helps customers to communicate with companies from different countries or regions.

Profiling 792

Profiling Analysis Intelligence Intelligence 792

CIO

MARCH 6, 2024

IT industry researchers believe the biggest impact of gen AI this year will be in customer experience (CX), with organizations using vast amounts of data to communicate with consumers and resolve problems faster. That focus means we’re generating good customer outcomes more regularly than we were 12 or 18 months ago.

Banking 822

Banking Technology Technology Knowledge 822

CIO

JANUARY 22, 2024

AI solutions including Generative AI are finally advanced enough to deploy at scale and provide a frictionless customer experience. They also are looking for more effective ways to infuse digital solutions across the care continuum to minimize delays, create better coordination, and improve health outcomes.

Benchmarking 664

Benchmarking Banking Technology Technology 664

CIO

FEBRUARY 5, 2024

The company aims to provide customers with a banking journey that is not just efficient and secure, but also innovative, engaging, and memorable. Mashreq’s digital transformation in recent years has been both profound and customer-centric. This approach has significantly enhanced the customer banking experience.

Banking 750

Banking IT Innovation Benchmarking 750

CIO

APRIL 24, 2024

The multinational IT services giant aims to leverage the tools internally to streamline workflows, improve efficiency, and enhance customer experiences. This partnership provides CIOs with access to AI tools that can greatly accelerate innovation and improve customer experiences.”

Intellectual Property 781

Intellectual Property Human Resources Innovation Globalization 781

CIO

APRIL 17, 2024

It encapsulates a transformative shift towards “total monetization” strategies, where businesses increasingly adopt innovative, customer-centric models to ensure sustainable growth. This adaptability is crucial during periods of growth or special projects, providing scalable technology solutions with minimal delay.

Innovation 700

Innovation Globalization Technology Technology 700

CIO

DECEMBER 17, 2023

Contact centers are foundational to customer experience, but a lot of businesses get stuck during the haze of the holiday season. The most practical solution to this problem is to implement AI technologies that help you embrace the challenge of doing more with less while opening the door to new CX innovation.

Management 805

Management Innovation Win Security 805

CIO

DECEMBER 29, 2023

With a focus on automation for customer service and telesales functions, we’re looking at intelligent automation solutions that can help improve customer engagement and self-help capabilities,” says Chris Pendergast, the company’s SVP and CTO.

Security 875

Security Security Globalization Innovation 875

CIO

MARCH 24, 2024

The shift from using offices to hybrid working has changed how we define “working” and also how we think about the customer experience and employee experience (CX and EX). But although customers would connect with employees through contact centers, contact center agents were not always seen as office employees.

Technology 598

Technology Technology Brainstorming Globalization 598

CIO

MARCH 25, 2024

Moreover, with users spread across the globe, understanding regional performance variations has become crucial to ensuring experiences for your customers and employees. Although both APM and IPM leverage synthetics, Real User Monitoring (RUM), and performance profiling, IPM employs these tools differently.

Travel 538

Travel Profiling Technology Technology 538

CIO

FEBRUARY 26, 2024

Here, in an extract from his book, AI for Business: A practical guide for business leaders to extract value from Artificial Intelligence , Peter Verster, founder of Northell Partners, a UK data and AI solutions consultancy, explains four of them. How can I improve the customer journey? How can I save my customers time and money?

Innovation 795

Innovation Loss Banking Knowledge 795

CIO

MARCH 20, 2024

The Washington DC platform applies generative AI technology to several of ServiceNow’s flagship solutions. Automating workflows not only simplifies experiences, but improves productivity, freeing up time for employees to focus on more complex tasks rather than manual and menial ones,” the company said in a statement.

Technology 663

Technology Technology Innovation Security 663

CIO

APRIL 25, 2024

At Salesforce World Tour NYC today, Salesforce unveiled a new global ecosystem of technology and solution providers geared to help its customers leverage third-party data via secure, bidirectional zero-copy integrations with Salesforce Data Cloud. Sharing Customer 360 insights back without data replication.

Startups 710

Startups Market Segmentation Security Security 710

CIO

OCTOBER 16, 2023

As organizations rely on terminal emulation to access and interact with legacy systems, the capabilities offered by terminal emulation solutions become crucial factors in the selection process. Terminal emulation users have specific requirements to ensure a seamless and efficient user experience.

Security 794

Security Security Data Analysis Business Intelligence 794

CIO

FEBRUARY 16, 2024

Today, it is not enough just to innovate within one’s own vertical; to truly exploit the power of GenAI to transform workflows and drive competitive advantage, CIOs need to look outside their own organizations to get the scale, domain expertise, and speed required to develop fully integrated solutions.

Innovation 864

Innovation Security Security Finance 864

CIO

MARCH 11, 2024

Internal and external customer experience has always been a top priority for most companies, especially as demands increase for faster response and improved personalization. Covanta is keenly aware of generative AI’s potential for enhancing the digital experience of its employees and customers.

Innovation 435

Innovation Benchmarking Technology Technology 435

CIO

JANUARY 9, 2024

In 1895, Mary Lathrap penned a poem that inspired the quote, “You can’t really understand another person’s experience until you’ve walked a mile in their shoes.” In other words, we are walking a mile in our customers’ shoes. For example, in customer support, you’ve likely heard “This call may be recorded for training purposes.”

Due Diligence 749

Due Diligence Knowledge Technology Technology 749

CIO

JANUARY 11, 2023

Headquartered in Adelaide, it operates 13 brands and experiences spanning the country. However, the company’s disparate technology systems were proving to be a hinderance in its commitment to consistently deliver unmatched services and experiences to customers.

Travel 750

Travel IT Advantage Advantage 750

CIO

JANUARY 19, 2024

And you’ll also recognize that gaming experiences have come a long way—mostly due to developments in artificial intelligence (AI). Generative AI will take the gaming world from the current scripted and somewhat limited interactions to a vast selection of player-driven dynamic experiences. You take a deep breath and begin…BAM!

Gaming 727

Gaming Innovation Alliance Algorithm 727

CIO

APRIL 11, 2024

In a cloud market dominated by three vendors, once cloud-denier Oracle is making a push for enterprise share gains, announcing expanded offerings and customer wins across the globe, including Japan , Mexico , and the Middle East. However, in the last two years, OCI has begun to attract more new customers of its own.”

IT 783

IT Innovation Knowledge Research 783

CIO

JANUARY 12, 2024

The shift from using offices to hybrid working has changed how we define “working” and also how we think about the customer experience and employee experience (CX and EX). But although customers would connect with employees through contact centers, contact center agents were not always seen as office employees.

Technology 700

Technology Technology Brainstorming Intelligence 700

CIO

FEBRUARY 7, 2024

We want to give them those capabilities and allow them to experiment and create.” Having unleashed the employee base to experiment with generative AI, Franchetti is beginning to see the impact. He’s also seeing positive AI proofs of concept in purpose-built tools for IT help desk, customer support, and sales and marketing.

KPI 661

KPI Finance Innovation Technology 661

CIO

DECEMBER 11, 2023

A DMS is a software platform used by car dealers to manage a particular brand inventory, manufacturer incentives, customer information, and more. Not only did the manual work affect the business operation, but also, potentially, the customer experience. So, 32 brands mean 32 different DMS systems to handle. Problem solved.

Innovation 663

Innovation Finance Sales Management 663

CIO

OCTOBER 24, 2023

Even as the drivers for each digital era evolve, CIOs can still derail transformation by customizing solutions or prioritizing too many KPIs. Focusing on the technology, not business outcomes According to a recent Gartner survey , the most critical digital transformation outcome is to excel at customer and employee experiences.

Innovation 908

Innovation Security Security Technology 908

CIO

MARCH 11, 2024

As was clear from our recently conducted CIO.com poll , buyers strongly believe that they have overinvested in “point” solutions and are taking steps to consolidate vendors. However, what has been less common up to this point – and where I believe the value and growth will be going forward – is in more industry-focused solutions.

Competitive Landscape 665

Competitive Landscape Finance Competitive Education 665

CIO

APRIL 8, 2024

Broadcom’s strategy is to drive adoption of our full stack VMware Cloud Foundation as the best subscription-based private cloud platform for our customers’ innovation. We will rely heavily on partners to help customers transform their business with our private cloud infrastructure.

Commerce 371

Commerce Advantage Advantage Alliance 371

CIO

NOVEMBER 15, 2023

When customers enter Adobe’s Creative Cloud, everything on their screen was developed by the Adobe product engineering team. Enter Jim Palermo, who’s been CIO of open source solution provider Red Hat since 2022, and with the company for 14 years before that. What can other CIOs learn from their experience? I get all that.

Briefing 836

Briefing Commerce Sales Marketing 836

CIO

SEPTEMBER 29, 2023

Without novel storage solutions, organizations face final-mile issues such as latency that hamper—and in some cases fully halt–generative AI deployment. New storage solutions must handle those data sets at speed and scale; existing storage was not designed to do so. Customer experience. Financial assistant.

Finance 836

Finance Banking Intelligence Intelligence 836

CIO

NOVEMBER 21, 2023

By no means a quick and easy transformation, it requires addressing two sides of the equation at once: the demand side in how IT manages technology requests and the supply side in how technology requirements are vetted and reviewed against appropriate solutions.

Competitive 861

Competitive IT Capital Technology 861

CIO

APRIL 3, 2023

Whether your organization has one or two people handling customer service or a dedicated contact center with hundreds of employees, the quality of the experience of these people serving your customers cannot be overstated. A poor agent experience translates into money lost, resources strained, and inconsistent service.

Education 814

Education Knowledge Intelligence Intelligence 814

CIO

SEPTEMBER 29, 2023

Let me share some of my experiences and learnings to provide actionable insights on navigating the GenAI revolution. It is crucial to pinpoint where and how GenAI can generate tangible business value and how your customers will interact with it. First, a clear vision and strategy for integrating GenAI is essential.

Finance 822

Finance Education Technology Technology 822

CIO

NOVEMBER 20, 2023

During meetings with customers, salespeople had to juggle up to four different siloed tools to access data on premises and in the cloud. The tools also didn’t work well offline, which frustrated field sales reps and customers alike. The company realized salespeople needed access to consolidated information via a simple user interface.

Sales 719

Sales Retail Gaming Innovation 719

CIO

AUGUST 22, 2022

The need for innovation is growing, along with the ability to deliver more effortless experiences for customers and employees. Flexible cloud-based solutions are enabling seismic improvements in customer service, especially as financial institutions place a greater focus on digital transformation and streamline their operations.

Banking 820

Banking Security Security Innovation 820

CIO

JANUARY 29, 2024

In lieu of integrating and customizing off-the-shelf enterprise applications such as Salesforce or SAP, Power Home Remodeling has constructed its own proprietary NITRO platform used to run and optimize all aspects of the business and customer experience. It’s a more outward thinking and focused culture, not an inward journey.”

Business 805

Business IT Banking Globalization 805

CIO

MARCH 26, 2024

4 Zeros’ four-pronged approach Huawei Under the banner of “Bank 4 Zeros”, Huawei outlined key markers of resilience in the digital era, mainly, zero downtime and high availability of services, zero-touch operations, zero-trust security and zero-wait user experience. We have upgraded the OceanProtect integrated backup solution,” added Mr. Cao.

Banking 371

Banking Finance Algorithm Intelligence 371

CIO

OCTOBER 16, 2023

Artificial intelligence has so dominated headlines and conversations that it seems like every company is announcing their own AI-related feature, solution, or initiative for their business. It’s already optimizing employee experiences and business workflows, including software development.

Intelligence 822

Intelligence Intelligence Knowledge Analysis 822