Humanizing the Customer Experience With a Cloud-based Contact Center

The cloud-based contact center is quickly catching on with organizations across industries for one important reason: Its ability to scale capacity up or down depending on changing business requirements and/or seasonal spikes.  Forrester reports that 25% of large contact centers are now hosted in hybrid cloud environments, and 30% expect to soon move to subscription-type […]

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The Issues with Work: Will Technology Adoption Bring Us Closer Together or Drive Us Further Apart?

The promise of technology adoption was, in many ways, to bring us closer together. Railroads transported us from the barren countryside to the city center. Radio, television and tablets let us experience the same stories and access the same information as someone in an opposite corner of the world. Telegraph wires, phone lines and then […]

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From Frustration to Abundance: Supercharging Productivity with New Tools in the Future of Work

Work has always been the cornerstone of human existence. Our value as individuals, organizations, communities and even country states is defined by our productivity at our places of work. But while we’ve been chasing productivity improvement for millennia, we’ve only truly mastered exponential improvements in the last couple of hundred years. Why is this, considering […]

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How Banks Can Make AI-Based Insights Work for Them and Their Customers

I recently worked with a large U.S. bank with a long to-do list for using artificial intelligence (AI). Like many banks, it recognized the potential for using AI-based insights to personalize offerings and offer more relevant services, including an interactive map on its website to explore local merchants that accept the bank’s credit cards. But […]

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Taking Data Centricity from Lofty Concept to Notable Achievement

From the time data was first proclaimed as “the new oil,” most enterprises have come to consider data as a strategic asset and the means for deriving meaningful insights. Unlike oil, however, the path to profits from data is not always clear. Establishing data centricity within an enterprise provides many opportunities to overcome organizational inertia […]

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The Upside of Credit Card Fraud

When it comes to using artificial intelligence (AI) for credit-card fraud management, the benefits are more than meets the eye. Yes, AI-powered detection systems spot fraud more quickly and help contain losses. But the systems also put a new spin on fraud for credit card providers: Real-time fraud detection helps inspire customer confidence and boost […]

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From ‘-Omics’ to Digital Twins, Life Sciences Is In for Vast Changes Ahead (First of a Multi-part Series)

Digital tools and platforms are remaking every aspect of the life sciences (LS) value chain, from co-prescribed apps to implanted sensors to data queries for drug discovery, and digital is overturning how companies conduct clinical trials and manage production/distribution. The changes extend to how individual patients assimilate and internalize health and healthcare technology directly, through […]

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What’s Behind a Successful Customer Experience

“We’re proud to hang up on our customers.” This bold statement was how a Canadian telecom exec opened his talk at a  customer experience (CX) conference I recently attended. It was an obvious attention-grabber, but the story that followed was relatable to every CX leader in the room. The telecom had a growing customer attrition […]

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