Are call centers cool again? Teleperformance, Concentrix and SYKES lead the first Top Ten for customer engagement operations
Ever since IBM sold off its Daksh business to Concentrix in 2013, “call center” has been something of a dirty word to traditional service providers and software aficionados alike. Since then, traditional IT services have flatlined as the focus has shifted to digital solutions, where the customer is front and center to emerging interactive (“digital”) technologies. Having that ability to lead […]
The State of Recruiting Technology in 2019 — A Year of Consolidation, Growth & Innovation
The State of Recruiting Technology in 2019 — A Year of Consolidation, Growth & Innovation What’s happening in Recruiting Technology? A lot! We are in the midst of a significant technology revolution in recruiting. While corporate spending in recruiting technology continues to grow, expected to surpass $10 billion by 2022, talent acquisition as a function […]
Qualtrics: Not just a shiny new object for SAP
I want to be respectful of the NDAs SAP requested during the recent analyst summit but wanted to share early thoughts that crossed my mind as we were introduced to SAP’s new acquisition. We saw keynotes at the Qualtrics X4 conference, had a walk through of the show floor, a q&a with the management team […]
The CRM Mobius Strip
CRM is still grappling with the problems it tried to solve in 1995. Is CRM just an expensive mobius strip? CRM Challenges Look at the top challenges CRM and CE professionals are grappling with today. What do you see? Many of the same challenges that the industry talked about in 1995: Getting a […]
Why can’t I have a 360 degree view of my own data ?
It’s tax season now and I owe a bunch of documents to my CPA to file my taxes . It’s a pain in the neck to compile all of them . I do all my banking with one single company – and have multiple accounts with them . I can get a view of how […]
74% Of Data Breaches Start With Privileged Credential Abuse
Centrify’s survey shows organizations are granting too much trust and privilege, opening themselves up to potential internal and externally-driven breaches initiated with compromised privileged access credentials. Photo credit: iStock Enterprises who are prioritizing privileged credential security are creating a formidable competitive advantage over their peers, ensuring operations won’t be interrupted by a breach. However, there’s […]
Vodafone’s 2019 IoT Barometer Reflects Robust Growth In The Enterprise
85% of enterprises who develop deep expertise with IoT succeed at driving revenue faster than competitors. 81% of enterprises say Artificial Intelligence streamlines interpreting and taking action on data insights gained from IoT systems and sensors. 68% of enterprises are using IoT to track the security of physical assets, making this use case the most […]
Is it time to be afraid of IBM again?
On the face of it the question would seem clearly amenable to the adage that for any headline with a question mark in it the answer is no. But a couple of months ago at a conference I was talking to someone steeped in the world of open source standardisation, having been part of the […]
Orlando is a Perfect Showcase for a 5G Infrastructure Future
Last spring, I attended the inaugural Connect X conference in Charlotte, N.C. Connect X is the annual conference held by the Wireless Infrastructure Association (WIA). It was a merger of two conferences: HetNet and WIA’s Wireless Infrastructure Show. The emphasis for Connect X is its exclusive focus on connectivity. This year, the show is nearly […]
10 Ways AI & Machine Learning Are Revolutionizing Omnichannel
Bottom Line: AI and machine learning are enabling omnichannel strategies to scale by providing insights into the changing needs and preferences of customers, creating customer journeys that scale, delivering consistent experiences. For any omnichannel strategy to succeed, each customer touchpoint needs to be orchestrated as part of an overarching customer journey. That’s the only way to […]
