Harnessing the Power of Text Analysis

Understanding natural language processing, common obstacles faced, and methodologies to overcome them

David Weinberger's new book, Everyday Chaos, is honored with Axiom Award

When you try to develop a machine learning application that affects people, you quickly learn that fairness is far more complex than we usually think, and also that fairness almost always requires us to make difficult trade-offs

Your new year's resolution: Get serious about your consumer data privacy strategy

How an organization responds to CCPA and future-proofs itself against additional laws will dictate how well it will perform for years to come

Up-leveling customer communications infrastructure with RPA

With RPA, AI-powered robots observe humans using software and then learn to use the software themselves

Choosing the right CMS

The easiest way for marketers to create a unified communications strategy is by using a content management system

Showing your customers you care: 5 steps for success

Here are five ways support teams and business leaders can implement modern support techniques in order to show their customers they care and keep them coming back

Observations on KMWorld 2019

At KMWorld 2019, three themes emerged with much greater emphasis than in previous years

How smartphones are transforming customer experience

Support organizations that can leverage the power of the smartphone in order to transform their contact center can not only gain key insights to help streamline support operations but can also make agents more effective

Leveraging Microsoft 365 for CCPA and GDPR compliance

Companies that already have or intend to invest in Microsoft 365 can save significant time and money by simply learning to configure and deploy various tools and features already included in Microsoft 365 to help meet privacy requirements

The changing face of knowledge management: How cognitive search can help

With the inundation of big data, enterprises are constantly on the prowl for advanced solutions such as AI-based cognitive search platforms that significantly help cut down on time and cost

Today's contact centers: Q&A with Anand Janefalkar, founder and CEO of UJET 

Today's contact centers need to create seamless data flows and connect information between new and existing systems and technologies, according to Anand Janefalkar, founder and CEO of UJET

Why data quality matters to any industry

Since bad data can adversely affect the business, it is crucial to learn proactive measures to combat and treat it at its source

Search, data, and presentation management: Untangling the web of enterprise PowerPoints

Presentation management puts a strategic workflow process around presentation files, such as: PowerPoint, video, images, PDFs, and any other file types you use in business

Preparing for the third wave of innovation with intelligent automation

Creating an intelligent digital workforce through automation

Next in Data Privacy Compliance: The California Consumer Privacy Act

Compliance with new U.S. data privacy laws requires the right information management strategy

BPM moves to the next level

We are again at the crossroads as the industry doubles down on digitally transforming operations to deliver personalized, consistent customer experiences that are integrated across all points of interaction

New trends in customer engagement: Q&A with eGain’s Anand Subramaniam

Anand Subramaniam, SVP-Global Marketing, eGain Corp., reflects on evolving requirements for successful interactions with today's consumers and the importance of leveraging AI, natural language processing, and machine learning

How today’s businesses benefit from intelligent automation

While at first they may be apprehensive thinking that new technology could "take my job," employees discover that automation is not meant to replace them but to serve them by performing tedious, time-consuming tasks

The battle for business productivity: Office 365 versus the G Suite

It's up to leaders to make sure they choose the best suite of productivity tools for their enterprise—evaluating workflows and growth plans in order to choose tools that can evolve alongside the business

A better era for IT service desks

For too long IT service desk teams have struggled with tools which are inadequate for maintaining complex organizational infrastructures