CIO
MAY 3, 2024
“By alleviating the burden on our human agents, it enables them to focus on more complex and nuanced customer needs.” MeRA, which has earned UPS a 2024 CIO 100 Award for IT innovation and leadership, automates responses to some of the roughly 52,000 customer e-mails UPS receives each day, according to the company.
CIO
AUGUST 14, 2023
Micro transformations are a strategic approach to digital evolution, enabling IT leaders to innovate without disrupting business continuity. Here’s how IT leaders are embracing a quick-win, cumulative approach to digital transformation. Switching to a one-to-many model has enabled innovation to continue at a steady pace, Ferguson says.
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CIO
JANUARY 25, 2024
With two decades of experience as a human resources leader, Deepa Subbaiah, a senior director for HR at Freshworks, has deep expertise in exploring how enterprise teams can get the most out of workplace tech, from first-generation SaaS applications in the early 2000s to today’s AI-powered chatbots. I consider it more of a marathon.
CIO
NOVEMBER 21, 2022
Chatbots seem like a fool-proof solution to creating and delivering a good customer experience with fewer human resources, but recent Avaya research with Ipsos indicates that, based on their last interaction with a virtual agent, only 1 in 3 customers would recommend that business to others.
CIO
SEPTEMBER 27, 2023
Skillsoft recently launched an Innovation Challenge, inviting all employees to participate and get familiar with gen AI capabilities. The winning solution from 18 teams will be showcased at the company town hall in September, highlighting the importance of embracing AI and making it part of our culture of innovation,” Daly says.
CIO
JANUARY 11, 2024
Varied work arrangements (in office, hybrid, and fully remote), which can boost job satisfaction, engagement, and retention, will further challenge IT leaders’ ability to establish and maintain a winning culture. It creates real business opportunities to win new clients but also complicates and reprioritizes the development roadmap.
CIO
AUGUST 1, 2022
Today, the conversation has turned to when they work and the number of hours required, says Brian Kropp, vice president of human-resources research for advisory firm Gartner. But taking a stance (or not) often leads to a no-win situation. This suggests there is a mutual long-term benefit for employers to listen and act.
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