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  • Report Predictions 2020: Software Development

    AD&D pros: Read this report to learn about five market-shifting events that will punctuate the world of software development in 2020.

  • Report Predictions 2020: Cloud Computing

    New Hyperscale Alliances, Cloud-Native Innovations, And Security Demands Will Reshape The Cloud Battleground — Again

    More than any other force, cloud computing has reshaped the business technology landscape. In 2020, cloud application, platform, infrastructure, and management vendors will battle fiercely for...

  • Report Predictions 2020: New Tech

    What To Expect In VC-Backed Startup Markets In 2020
    November 1, 2019 | Carlton A. Doty, Christian Austin

    Business and technology leaders who manage tech-driven innovation and corporate venture capital (VC) funds have a difficult job scouting for opportunities across startup markets. These leaders must...

  • 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: Artificial Intelligence

    It's Time To Turn The Artificial Into Reality (Checks)

    The urgency to reap the benefits of AI is real. As is the opportunity. Companies are seeking tangible value via cost savings, revenue growth, new products, or customer experiences. But there is no...

  • 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 2020: B2B Marketing And Sales

    Accelerating Response To The Great Expectations For The B2B Buying Experience

    We are approaching the end of the first half of the age of the customer. Over the past decade, we've seen business buyers become increasingly self-reliant and self-directed. But we're now seeing...

  • Report Predictions 2020: CIO

    Uncertainty Will Create Opportunity For CIO Leadership In 2020

    Economic uncertainty unfolded in 2019 on the back of the already accelerating pace of technology-fueled disruption. As a result, it has become even more important and difficult to anticipate the...

  • 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: Cloud Computing

    Cloud Comes Of Age As The Foundation For New Digital Application Platforms, Both Inside And Outside The Data Center
    November 8, 2018 | Dave Bartoletti, Lauren Nelson

    Public cloud adoption is mainstream today, but only a small fraction of core business applications run in a public or private cloud. In 2019, a major transformation of legacy apps using powerful...

  • Report Predictions 2019: Healthcare

    CX Measurement Frameworks, Virtual Care, And AI Come To The Fore

    2019 will be marked by many changes in the healthcare industry. Threats to US healthcare reform loom in midterm elections, ongoing legislation battles, and Supreme Court appointments. Consolidation...

  • 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: Business Insights

    Don't Demonize Data — It's Still The Lifeblood Of Business Insights

    While AI is the darling of the day, enterprises often forget that to leverage the power of AI, you still need to transform your business into an insights-driven business. That means continuing to...

  • 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...

  • Report Predictions 2019: Employee Experience

    The Spotlight Shines Bright As Executives Scramble To Improve EX
    November 5, 2018 | Samuel Stern, Maxie Schmidt-Subramanian, Andrew Hewitt

    Low unemployment and high quit rates are intensifying the already bright spotlight on employee experience (EX). But while companies, EX professionals, and executives are anxious to improve employee...

  • Report Predictions 2019: B2B Marketing And Sales

    Leaders Embrace Full Life-Cycle Engagement
    October 25, 2018 | Caroline Robertson

    As B2B marketers increasingly lead the entire buying experience, they must establish a foundation of insights and pivot from campaign to engagement design that encompasses both digital and human...

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