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ViewPoints

The new omnichannel priority for retail supply chains

Retailers need to predict where demand will occur, across brick-and-mortar and online channels, and efficiently fulfill the right quantity of products to thousands and even millions of locations

Public sector CX: Why improving CX matters 

Improving CX in a government agency can be as simple as implementing a 24/7 online virtual help desk and online chat bots, which are able to predict customers' questions to provide quick answers

Visibility is key to securing an ethical future for AI and machine learning

Visibility for AI and machine learning is an essential feature for avoiding bias, and building and maintaining trust in the technology

Why the voice of the customer is more important than ever

While most voice of the customer metrics have traditionally been viewed in aggregate, the shift toward gathering individual voice of the customer data is underway

Leveraging technology to supercharge customer content

Four strategies to consider for keeping a steady flow of content that consistently meets each customer's unique interests

Intelligent automation accelerates digital transformation of financial operations

Organizations that want to maximize the benefits of financial process automation can follow this three-step framework to begin working like the digitally enabled company of tomorrow

The need for digital intelligence in the time of social distancing

Social distancing has made stellar CX an imperative

Knowledge management and the impact of COVID-19

Executives at leading knowledge management software and services organizations are reflecting on the lasting impact we can expect

Preserving your information from digital disasters

Digital disasters create incredible data loss and, sadly, they're on the rise

Knowledge management and the new normal

James Carroll, partner and director at TetraVX,  and Kevin Beasley, CIO at VAI, explain the importance of security and privacy safeguards in the new COVID-19 WFH world

Creating an intelligent automation toolkit

When deployed separately, robotic process automation and digital process automation technologies add immense business value, but when they are strategically combined, an entirely new level of business optimization is possible

5 ways to improve CX with AI-infused knowledge management

By making the most relevant information shareable and reusable across the organization, AI-infused KM tools can bring an organization closer to the holy grail of frictionless service

The 'Interaction of Things' is coming of age

IoT devices are starting to impact the personal lives of consumers, but the part of the economy likely to be most affected in the 2020s will be the industrial sector

Virtual agents can take enterprise service management to new levels

The time is right to focus on the role of virtual agents in improving customers' service experiences

Proven strategies to manage a work-from-home workforce

The business world has evolved in recent years as more companies have opted for an increasingly distributed and mobile workforce through the widespread adoption of collaboration and conferencing technologies

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

New Research: Businesses face a 'digital ceiling' in their transformation progress

Companies have a difficult challenge breaking through to the most advanced levels of digital maturity

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