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As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »

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  • Report Predictions 2020: Employee Experience

    Companies Will Be Bolder, More Controversial In Their EX Transformation Efforts
    October 31, 2019 | Samuel Stern, J. P. Gownder, David K. Johnson

    An emphasis on corporate values and heightened employee expectations for living those values will pressure firms to get serious about their employee experience (EX) commitments in 2020. The risk of...

  • 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: Agencies

    The Cumulation Of Many Pressures Forces Agencies To Upgrade

    CMOs' demand for higher-performing campaigns and experiences will compel agencies to finally embrace their own transformation. In 2020, agencies will either reassemble their process, workforce, and...

  • 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: 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...