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  • Report Predictions 2020: Customer Experience

    Economics Will Drive Major CX Decisions But Not Always For The Best

    Improving customer experience (CX) is a superior way for companies to grow revenue and increase profits. In 2020, CX professionals who can prove the ROI of what they do face a strong job outlook,...

  • Report Predictions 2020: Customer Service

    Automation Remakes The Contact Center Organization
    October 31, 2019 | Ian Jacobs, Art Schoeller, Kate Leggett

    We've survived the hype storm around chatbots . . . barely. 2020 will mark the beginning of the concrete alterations that AI beyond chatbots will make to customer service and contact center groups....

  • Report Predictions 2020: Automation

    Utilize Strike Teams To Fend Off The Automation Paradox

    Automation — a diverse set of technologies ranging from robotic process automation (RPA) to continuous delivery (CD) to hybrid cloud management and beyond — is a key investment for CIOs and their...

  • Report Predictions 2019: Customer Service And Sales

    Invest In Humans In 2019, As Chatbot Backlash Will Emerge
    November 8, 2018 | Daniel Hong, Tom Kaneshige, Ian Jacobs

    The promises of AI have yet to make a material impact in customer service and sales. Companies cannot simply replace employees with AI-driven software, as customers and markets are becoming far...

  • Report Predictions 2019: Artificial Intelligence

    No Pain, No Gain With Enterprise AI

    Your enterprise AI journey is going to be a rollercoaster. You want immediate rewards from AI but realize the risks. You will overcome your cautious cynicism by overplanning. You'll dive in anyway...

  • Report Predictions 2019: Automation

    Automation Technologies Will Drive Success From The Service Desk To Customer Service And Beyond

    Automation technologies — a diverse set of technologies from robotic process automation (RPA) to business process management (BPM) to artificial intelligence (AI) and beyond — are becoming a key...