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…
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2022 is the year that the future returns for the CIO. Worldwide IT spending is projected to total US$4.5 trillion in 2022, an increase of 5.1 per cent from 2021, according to the latest forecast by Gartner, Inc. Despite the potential impacts of the Omicron variant, economic recovery with high…
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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…
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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…
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Only 12% of Australian IT workers showed high intent to stay. The impact of extended COVID-19 lockdowns in major Australian cities took its toll on workers in 3Q21 as discretionary effort levels – or willingness to go above and beyond at work – fell to new lows, according to Gartner,…
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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…
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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…
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An increase of 7% from 2021. IT spending in India is forecast to total $101.8 billion in 2022, an increase of 7% from 2021, according to the latest forecast by Gartner, Inc. “The digital transformation trajectory that began as a pandemic response is here to stay for the next few…
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Digital worker experience in the spotlight. On the 24th of November DBS Singapore suffered an outage, which the bank identified as a problem with our access control servers and this is why many of you have been unable to log in. Tse Koon, DBS Singapore Country Head said that the…
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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…
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