Strategic Leadership Blog

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 …

The term “digital transformation” has been with us for decades and still does a lot of heavy lifting while simultaneously being defined in nebulous ways. That’s because aspects like cloud, …

Today’s digital world is built on distributed systems across every sector. This has created a battle between complexity and downtime on the one hand and reliability and automation on the …