Most of us have experienced frustration with customer service. Most company executives probably feel the same way. But as with many aspects of operations, Artificial intelligence (AI) is here to make improvements. According to estimates, during 2025, approximately 80% of customer service and support operations will include some level of AI to boost efficiency, improve the consumer experience, and foster more upselling opportunities. Yet tech leaders aren’t naïve: they understand that although AI has great…  MORE

CEOs count on their technology leaders to improve productivity, drive growth, and facilitate marketing and sales initiatives. At the same time, they also have to be aware of costs, and keep spending as lean as possible. The costs of the cloud are one primary area where CTOs and CIOs can cut the fat. In fact, tech leaders often waste money on cloud services that would be better spent on other mission-critical projects. Overspending on the…  MORE

Artificial Intelligence (AI) has spawned an new era of innovation. The technology has reformed entire industries, and in the process delivered heightened levels of automation, productivity, and growth. But AI adoption can’t be undertaken without a clear understanding of its potential ramifications. Here are some issues to consider as you plan your implementation: Focus on your objectives: As with any emerging technology, leaders must peer through the hype and ask: Do we truly require AI…  MORE

Every CIO has to consider others players in their category when formulating technical strategies. But they must also grapple with risks presented by outages, supply chain issues, cyber attacks, and the unpredictability of today’s global business climate. These forces can affect the bottom line as much as any competitor. This is why tech leaders are increasingly focusing on identifying and mitigating risks. And in the process, they’re proving that resilience efforts can deliver measurable ROI….  MORE

When it comes to launching new technology, ROI is always the ultimate measuring stick. That’s especially true with AI initiatives, which carry a special sense of urgency. The question is, when is it realistic to know if the investment paid off? Despite the promise that AI will automatically deliver positive results, it’s common for companies to be challenged to locate ROI after launch. In our experience, tech leaders would be wise to not expect those…  MORE

Starting during the dotcom era of the mid 1990s, we’ve seen a vast shift in the traditional corporate hierarchy. Whereas the CEO used to make every decision unilaterally, he or she must now consider the perspectives from leaders of other key departments. That’s especially true for the CIO, which is why tech leaders and CEOs need a special type of collaborative relationship. And that’s the way it must be for success. Every single organization’s fortunes…  MORE

Technology is a double-edged sword. While enterprises always need the latest applications and software to boost sales, efficiency, and brand reach, those tools eventually become obsolete – and in turn, prevent further growth. The key is to recognize the indicators for updating your tech, which is essential for taking advantage of the latest innovations and business opportunities. One signal is when you notice an unusual amount of technical debt. But instead of perceiving this as…  MORE

Whether it’s the cloud, AI, The Internet of Things (IoT), and other emerging technologies, you have to know when to give the latest thing a chance. Somehow, you have balance the innovation necessary for growth with the risk management required to avoid disaster. It’s not easy. As much as the said technology offers promise, there are legitimate question marks. Is it secure? Is it better to be an early adopter and leap ahead of the…  MORE