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: Customer Experience
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…
AI Agent Sprawl: Managing Opportunity and Risk in the Enterprise
AI agents are all the rage among enterprise leaders. The capabilities and potential that agents bring…especially in the era of agentic AI are significant. Companies such as Salesforce, SAP, and many others are working hard to build intelligence into their agents. Historically,…
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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…
CIO In The Know – Starting 2024 with a new focus on technology
Happy New Year! Kicking off the first of this year’s CIO In The Know newsletters talking about The CIO Playbook for 2024. Bottom line: The CIO’s remit is huge! And complicated. Simplification is the key word here. Any conversation in 2023…
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The CIO Playbook for 2024
2023 was expected to be a bumpy ride as I mentioned in the CIO Playbook for 2023. It turned out much bumpier than expecting. Unfortunately, there is still a good bit of uncertainty going into 2024. The good news is that…
The CIO Playbook for 2023
Each year, I revise the CIO playbook to reflect the changing agenda for the CIO. Over the past several years, the role of IT has seen dramatic change within the enterprise. 2023 is no exception as a few focus areas…
IT’s Critical Role in the Business Transformation Journey
Companies across the globe are focused on leveraging technology to drive transformation in their business. The combination of shifting customer requirements and changes in operations is driving the need to accelerate how companies conduct business and engage with their customers.…
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Re-Imagining the Car of the Future
The automotive space is changing at a rapid clip. Much of this change is driven by a combination of changing customer requirements and new technology not previously available. With this sophistication comes complexity for the entire automotive ecosystem. In a…
As CIO, preparing for the new normal
2020 threw a curve ball to every business and IT organization on the planet the likes nobody has ever seen. In the first quarter, there was uncertainty as to how serious the pandemic would get and the impact to our…