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How to incubate a winning innovation program

CIO

Tesla, Uber, and many other stories of business innovation have this in common: Their business models have technology at their cores. They recognize that innovative use of technology is enabling new business models with competition-crushing advantages built right in. Soon after, Netscape achieved 80% of the browser market.

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4 tips for championing contact center innovation from an award-winning customer experience leader

CIO

Innovation is essential, especially in the contact center as the tip of the spear in customer experience, but how do you activate your modernization plan? I had the opportunity to speak with Mary Daniel, VP of Customer Solutions Center for Aflac, a long-time Avaya customer, at the Gartner Symposium last fall.

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8 tips for cultivating a winning IT culture

CIO

Winning IT organizations aren’t built in a day. Are you looking to build a winning IT culture? We have an innovation spirit that’s ingrained into who we are as a company.” Caldas says that innovation today includes the adoption of promising new technologies, such as generative AI and open frameworks.

Win 897
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Build trust to win out with genAI

CIO

We’ve all marveled at the tech’s ability to pass bar exams or create award winning photography. There are very real opportunities to innovate using generative AI, but there are equally many consumers who are uncomfortable with the technology. This presents a conundrum for many of today’s business leaders.

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UPS delivers customer wins with generative AI

CIO

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. “By alleviating the burden on our human agents, it enables them to focus on more complex and nuanced customer needs.”

Win 852
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Edward Jones’ CIO Frank LaQuinta plays to win

CIO

Over time I landed on five principles that need to be evident for leading a successful transformation: Leadership, Learning, Communication, Understanding, and Playing to Win. I have a strong conviction that all this work must continually be anchored by an ethos of Leadership, Learning, Communication, Understanding, and Playing to Win.

Win 615
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SAP Innovation Awards: Celebrating 10 Years of Innovation

CIO

Rather, we see these as opportunities to innovate and make positive changes. This is why I hold the annual SAP Innovation Awards very dear to my heart. This program celebrates and honors the world’s best innovators and disruptors that utilize SAP solutions to help the world run better. But are these problems insurmountable?