The workforce of today has been very clear with their needs, wants and expectations. They need to feel seen, valued, heard, included and empowered. They want to work in an organization that feels like a community and aligns with their personal value systems. Importantly, they expect access to technology and to be developed and supported as they navigate their careers.
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Topics:
Human Capital Management,
Learning Management
Artificial intelligence seems poised to change everything, although naturally a great deal of attention tends to be paid to the cool things it makes possible. AI can also make the humdrum less tedious and even transform the dullest of back-office operations into something more meaningful. For example, AI can take accounts receivable automation to the next level.
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Topics:
Office of Finance,
AI,
digital finance,
AI and Machine Learning,
Order-to-Cash
The next phase of buying for contact centers and adjoining service/customer experience (CX) teams is going to be heavily influenced by how vendors develop tightly integrated ecosystems and define use cases and benefits across enterprise personas. There are more people involved in the work of delivering customer service, and a broader technology landscape from which buyers can choose their software applications. Platforms now function well beyond the communications needs of the contact center,...
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Topics:
Customer Experience,
Contact Center,
agent management,
Customer Experience Management
By the year 2025, the U.S. Department of Labor estimates that the generational makeup of our workforce will be:
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Topics:
Human Capital Management,
employee experience
Is your organization prepared for the increasingly sophisticated and pervasive cyber threats that are challenging enterprise CIOs and IT leaders? Our previous analyst perspective underscored the importance of protecting digital assets and driving business growth with Continuous Threat Exposure Management (CTEM) — a proactive approach to identifying and managing cyber threats. In this perspective, we delve into the crucial business and technology considerations that enterprises must weigh when...
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Topics:
Digital Technology,
Digital Security,
Security Posture,
Threat Management,
Threat Landscape,
SOC,
Continuous Threat Exposure Management,
CTEM
Contact centers have collected customer feedback almost as long as there have been telephones. The simple binary question "Did I provide you with good service today," or some variation is a common feature of agent scripts that contact center leadership uses to produce snap assessments of agent performance. Today’s analytic approaches are becoming more common, producing more insightful and nuanced pictures of what customers want, raising the question of whether enterprises understand how best to...
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Topics:
Customer Experience,
Voice of the Customer,
Contact Center,
Customer Feedback
Much development and marketing resource is being directed at technology that supports tracking and managing the customer experience (CX) and identifying prospects. All of this is good for business and highlights some of the exciting potential for artificial intelligence (AI) and generative AI (GenAI) to really accelerate the basic need of matching buyers and sellers to create more efficient markets for the benefit of all. But part of the B2B customer experience also revolves around quality and...
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Topics:
Revenue Management,
Sales Engagement,
Office of Revenue
Cloud computing has had an enormous impact on the analytics and data industry in recent decades, with the on-demand provisioning of computational resources providing new opportunities for enterprises to lower costs and increase efficiency. Two-thirds of participants in Ventana Research’s Data Lakes Dynamic Insightsresearch are using a cloud-based environment as the primary data platform for analytics.
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Topics:
Analytics,
AI,
data platforms,
Analytics & Data,
Generative AI,
AI and Machine Learning,
Data Intelligence
Zoho recently held its annual analyst day to communicate its strategy, objectives and product roadmap. The privately held company, headquartered in Chennai, Tamil Nadu, India, has an unconventional approach to the software market. Its self-described corporate philosophy emphasizes making bold moves that challenge assumptions. Its design engineering approach stresses simplicity and cost while aiming to provide easy-to-use software with sufficient capabilities to improve personal and...
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Topics:
Office of Finance,
Voice of the Customer,
Digital Commerce,
ERP and Continuous Accounting,
digital finance,
Customer Experience Management,
Generative AI,
Procure-to-Pay,
Order-to-Cash