Three important ways AI can benefit customer service operations

Use AI to offer insights or predictions, improve user experiences, and optimize business process automation. Insights, user experience and process improvement are three ways artificial intelligence (AI) can benefit customer service organizations, according to Gartner, Inc. Service and support leaders should understand these three benefits to thoroughly develop and track the right…

Read More

Governments without a total experience strategy will fail to transform services

Need to focus on scaling digital initiatives through hyperautomation, decision intelligence, etc. By 2023, at least 85% of governments without a total experience (TX) strategy will fail to successfully transform government services, according to Gartner, Inc. Governments that continue to focus on citizen and employee experience initiatives separately will miss…

Read More

Large enterprises will use digital currencies by 2024

CFOs must be aware of use cases, risks as digital currencies change every aspect of business. Twenty percent of large organizations will use digital currencies for payments, stored value or collateral by 2024, according to Gartner, Inc. The prediction has important implications for CFOs as they assess use cases and…

Read More

Top trends impacting infrastructure and operations for 2022

Analysts explore top industry trends. I&O leaders need to drive change, not simply absorb it. They are expected to deliver more adaptable and resilient service from anywhere — and for an increasingly distributed workforce. This is pressuring I&O to take actions that will tie their decisions more closely to business…

Read More

Critical infrastructure organisations will experience a security breach by 2025

Security breach will result in the halting of an operations. Critical infrastructure security has become a primary concern for governments around the world, with the U.S., U.K. EU, Canada and Australia each identifying sectors deemed ‘critical infrastructure’, for example, communications, transport, energy, water, healthcare and public facilities. In some countries, critical infrastructure is state-owned, while in others, like the…

Read More

Worldwide AI software market to reach US$62B in 2022

Market growth will accelerate as organisations progress their AI maturity. Worldwide artificial intelligence (AI) software revenue is forecast to total $US62.5 billion in 2022, an increase of 21.3 per cent from 2021, according to a new forecast from Gartner, Inc. “The AI software market is picking up speed, but its long-term…

Read More