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: CMO
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…
The CIO Playbook for 2025
It's that time of year again for our annual CIO Playbook! As we delve into 2025, the role of the Chief Information Officer (CIO) continues to evolve at a rapid pace. The digital landscape is more complex and dynamic than…
Welcome to the Agentic Era and the rise of humanistic interactions
A new term has entered the lexicon in 2024: Agentic. Let’s discuss what it refers to and why you should pay close attention. For the past few years, companies have transformed their business using AI and related technologies. At the…
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Splitting up big enterprise companies could be a good thing
This may be a bit controversial and/or counterintuitive…but hear me out. For years, people have talked about splitting up large enterprise companies for antitrust reasons. On the surface, breaking up large companies for antitrust reasons may seem like a good…
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Understanding the value and types of technology influencers
With the advent of social media came influencer marketing. The space started with consumer-focused influencers or those who would pitch a company’s products to their following. These relationships were often B2C relationships and influencers were often celebrities or personalities with…
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Salesforce bridges the customer engagement gap for growth at Dreamforce
Last week was Salesforce’s Dreamforce conference in San Francisco with a whopping 170,000+ attendees. Even so, what were the key takeaways? Today, many enterprises are either Salesforce customers and follow the space closely as it pertains to a key element…
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The difference between the Traditional CIO and the Transformational CIO
Over the past several years, the role of the Chief Information Office (CIO) has changed. If you are a CIO, do you know which type you most closely align with…or aspire to be? If you are working with a CIO,…
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These four things will close the gap between the CMO & CIO
The landscape for marketers is shifting dramatically. In order for marketers to be successful, they must rely on technology and data. The bottom line is that the Chief Marketing Officer (CMO) needs the Chief Information Officer (CIO) and vice versa.…
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Digital Transformation requires intimate knowledge of the business
Moving to a digital enterprise is not a trivial task. It is neither a journey nor a destination. The shift for an enterprise to embrace digital requires a cohesive effort on multiple levels. Technology plays a role, but only…
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