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: value
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…
How do you plan and execute a successful executive event?
I attend executive events all the time. I have led, participated in and helped organize executive events. Most of these are geared toward the CIO (Chief Information Officer) and they happen all the time. There is a long-standing saying that…
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Analyzing the Dell Technologies strategy from a CIO perspective
Dell Technologies has embarked on an ambitious strategy that encompasses many things of interest for the transformational CIO. It starts with their ‘moonshot’ goals and continues into value, risk, reputation, trust and specific technological solutions for the enterprise. AIMING FOR…
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Changing the language of IT: 3 things that start with the CIO
The Information Technology (IT) organization is going through a significant transformation. The transformation itself is not only disruptive, but confusing for many of the stakeholders including IT leadership, IT staff and those outside of the IT organization. Three years ago,…
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