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4 tips for championing contact center innovation from an award-winning customer experience leader

CIO Business Intelligence

I had the opportunity to speak with Mary Daniel, VP of Customer Solutions Center for Aflac, a long-time Avaya customer, at the Gartner Symposium last fall. These are wonderful places to use technology, be it an app or your IVR or chatbot, but there will also be calls that are not an appropriate fit for these solutions.

Metrics 121
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CIOs weigh where to place AI bets — and how to de-risk them

CIO Business Intelligence

Amid the turbulence of AI, technologies are emerging rapidly, startups are clamoring for attention, and hyperscalers are scrambling to corral market share. AI moves fast, so we don’t want to delay. “AI AI moves fast, so we don’t want to delay. According to IDC , core IT spending for AI will grow from $235.6

Risk 130
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11 most in-demand gen AI jobs companies are hiring for

CIO Business Intelligence

Generative AI is quickly changing the landscape of the business world, with rapid adoption rates across nearly every industry. Businesses are turning to gen AI to streamline business processes, develop proprietary AI technology, and reduce manual efforts in order to free up employees to take on more intensive tasks.

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Your Generative AI strategy could use a startup’s touch

CIO Business Intelligence

You’re an IT leader at an organization whose employees are rampantly adopting generative AI. Consequently, organizations are seeking first-mover or at least fast-follower advantages—not unlike startup businesses looking to disrupt industries. Be strategic (of course). Can it be solved with existing AI or even other tools?

Strategy 115
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What’s enabled Fresenius to transform IT

CIO Business Intelligence

Global IT projects would’ve been difficult to implement in this IT format, he says. The helpdesk, which consists of 27 individual systems, will be successively consolidated into one solution as well. So what used to take months can now be implemented usually within a few days. We can react faster.”

IT 102
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SAP 2024 outlook: 5 predictions for customers

CIO Business Intelligence

A host of new product and feature launches, questions about SAP’s plans for managing commitments to legacy platform customers, and the acceleration of generative AI in popular products such as SAP RISE are just a few of the major issues enterprise SAP customers will need to keep on top of in the year ahead.

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AI transforms the IT support experience

IBM Big Data Hub

Enterprises demand prompt and accurate solutions to their technical issues, requiring support teams to possess deep technical knowledge and communicate action plans clearly. About 85% of execs say generative AI will be interacting directly with customers in the next two years.

IT 70