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 …

Improving the efficiency, cost, and satisfaction structure for agents and customers has always been a difficult balancing act in support center evolution. Innovative trends like automation, AI/machine learning (ML), omnichannel …

Business leaders love the idea of automation for increased efficiency and cost reduction in IT support processes. It’s the IT team that must make it work. But leveraging RPA and …

Optimizing operations and services is always a moving target for IT service Management (ITSM) because of constant changes in: Hybrid remote, digital employee experience (DEX), and customer experience demands Technology …

Advanced applications of RPA have moved beyond targeted single process automation to an end-to-end business process management approach. This companywide approach takes a holistic view of how you apply and …

COVID-19 has forever altered everything about the way we do business. As organizations adjust to the new environment, automation is now playing a big part in how we move forward …