Stephen Booze

Proactive and predictive IT support requires human-led, automation-powered solutions. This enables IT to improve downtime and user experience (UX). The challenge is finding the right real-world path to those goals …

There’s no doubt that AI can be pivotal in support center experiences for customers and agents. Over two-thirds of customer experience (CX) organizations agree AI can make interactions more efficient …

AI is all over the news, and with it a growing sense of how it could change our world. Organizations are rushing to create new applications and revolutionize age-old processes …

Most businesses have two major concerns about Robotic Process Automation (RPA). They think it’s difficult to understand and difficult to implement. Both opinions are unfounded because of complex RPA explanations …

In our multichannel world of intense competition, the pressures on customer service excellence are immense. According to a recent Deloitte Global Contact Center Survey, 93% of organizations expect contact volume …

Over the last 15 years, advances in Robotics Process Automation (RPA) have disrupted industries across the business spectrum, revolutionizing organizational processes in verticals from the financial to retail sectors. In …