The discourse surrounding AI in contact centers suggests a nuanced approach rather than outright replacement of human agents. While AI can enhance efficiency and improve customer experience, it poses challenges, especially with ingrained systems. Successful integration requires understanding business needs and leveraging AI to augment, not entirely replace, human roles, focusing on value enhancement.
Tag: CIO
Beyond the Hype: 9 Cybersecurity Realities CIOs Must Face at RSAC 2026
Enterprises must rethink cybersecurity strategies in 2026, driven by advancements in AI and quantum technologies. The upcoming RSAC conference will highlight key areas to watch, including AI applications, network security, simplification of solutions, post-quantum cryptography, and evolving identity management. These aspects reflect the complexity and urgency of current cybersecurity challenges.
Cisco AI Summit Expands and Elevates the Enterprise AI Conversation
Cisco's AI Summit in San Francisco featured prominent industry leaders discussing AI's potential and challenges. Key themes included the importance of trust, infrastructure constraints, and the need for effective data management. Cisco executives emphasized AI's transformative role in enterprise, urging a rethinking of technology utilization to harness opportunities and address current gaps.
The CIO runs a marathon, not a sprint with Ellora Sengupta
In this podcast episode, Tim Crawford interviews Ellora Sengupta, CIO of EverCommerce, discussing the growing importance of AI councils in organizations. Ellora shares insights on transitioning AI from concept to implementation, her leadership evolution, and managing team dynamics. She emphasizes maintaining a work-life balance while transforming business through technology.
Three Moves in 30 days: How ServiceNow is Rewriting Its Value Proposition for CIOs
ServiceNow is making significant changes that CIOs should take note of. ServiceNow’s CEO Bill McDermott is no stranger to building empires as exemplified during his tenure at SAP. In just the past 30 days, several indicators provide guidance on where ServiceNow is…
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CIO In The Know – Continuing the Velocity – Insights That Move CIOs Forward
Happy New Year! 2026 kicks off with a bang…and a long list of subjects to cover. The CIO Playbook for 2026 is out and covers a wide gamut of topics CIOs are facing in 2026. TL;DR: It’s more than AI and technology.…
Read More CIO In The Know – Continuing the Velocity – Insights That Move CIOs Forward
CIO Playbook for 2026
This year’s CIO playbook is a little different from past years…and for good reason. The items in the CIO Playbook for 2025 still hold true. What has changed is something that has been evolving for some time. The way we conduct business and the…
Businesses are about to see significant leadership changes which will greatly impact tech strategy…and tech leadership
A recent LHH Executive Search study revealed that 60% of global c-suite executives plan to leave their roles within three years, citing various reasons. This leadership turnover may influence technology strategies, necessitating a shift from traditional to transformational CIOs to enhance business outcomes amid increasing pressure to leverage AI effectively.
Counterintuitive thinking, the chief context officer and creating space with Eduard de Vries Sands
In a recent podcast, Eduard de Vries Sands, CIO of EVERSANA, discusses the evolving role of CIOs towards becoming Chief Context Officers. He emphasizes the importance of a product operating model focused on business outcomes, reducing reliance on traditional IT management, and fostering a culture of innovation and learning within teams to drive value.
How life as an inverted tree leads to technology optimism with Gaurav Singal
In this podcast episode, Tim Crawford interviews Gaurav Singal, CTO of Cantaloupe, who discusses his unique perspective on life and technology through the metaphor of an inverted tree. Gaurav emphasizes the necessity of understanding the business and customer service roles to foster innovation and balance risk with optimism, particularly in technology adoption.