Virtual agents can take enterprise service management to new levels

ESM is an attempt to adopt the best practices of ITSM and provide a holistic approach to service management across disparate silos within organizations.

Proven strategies to manage a work-from-home workforce

The global coronavirus (COVID-19) outbreak has accelerated this decision making process for many companies that still rely on traditional office-based work structures.

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

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

Microsoft's Project Cortex at a glance

There is still a lot of speculation around Microsoft's new knowledge management service, Project Cortex

Vibrant network ecosystems are turning supply chains into competitive weapons

The old paradigm for supply chain networks has run its course, and the future is in multi-enterprise, or multi-party business networks

Why low-code solutions are critical to optimize digital transformation strategies

One of the most impactful innovations in IT is the democratization of the application development process

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

Knowledge management predictions for 2020

As we approach a new year—and a new decade—executives from multiple industry sectors offer predictions on the intertwined areas of CX, information governance and compliance, and automation and AI

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

Observations on KMWorld 2019

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

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

How safe is your data in the cloud?

It's important not to immediately dive into using any cloud service without investigating what type of security measures are built into the platform. 

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