Strategic Leadership Blog / Automation

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 …

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 …