Customer service has quickly become a key differentiator as a result of changing consumer behaviours during the pandemic. Personalisation from brands is in the spotlight and many organisations are adopting personalised customer experience (CX) strategies in order to deliver relevant messages to audiences.
By Brian Atkinson, GM & VP at Five9.
Living through ‘unprecedented times’ is nothing new for organisations. Businesses have always had to deal with highs and lows and adapt accordingly. The pandemic has shown that the flexibility to maximise or minimise the impact of planned or unplanned opportunities or threats is vital.
By Chris Huggett, Senior Vice President, Europe & India.
As digitization accelerates, how can the industry increase support for IT and engineering professionals amid a growing skills shortage?
By Marc Garner, VP, Secure Power Division, Schneider Electric UK&I.
2020 was a difficult year for everyone, with a huge number of industries suffering thanks to the pandemic. This was certainly the case for the sports industry, which saw reliable sources of revenue, such as ticket sales and food and drink at stadiums, decimated.
By Lars Rensing, CEO of enterprise blockchain service provider Protokol.
In a lot of ways, the economy is like a road; businesses are the drivers and customers are the passengers. And the vehicle propelling those organisations forward? Their IT architecture.
By Nick Ford, Chief Technology Evangelist at Mendix.
As all businesses strive to be more agile and digital, it follows that their processes must be more nimble and adaptable too, but what is the desired end state? Aims for improvement typically include enhanced cost-efficiency and speed; superior process experiences - including scope for ongoing optimisation, increased self-service and personalisation; plus seamless compliance. But what’s the key to enabling all of this? Gregor Joeris, CTO of SER Group, gives his assessment.
Jason Beal, Senior Vice President, Global Channel and Partner Ecosystems, AvePoint, talks through the results of the company’s first MSP Global Preference Survey, with security, governance and cloud migration ranking as top priorities. MSPs are also wanting to both consolidate the number of vendors with which they deal while also bringing on board new solutions. Jason also offers some valuable advice to MSPs in terms of some key business development objectives.
Richard Clifford, Head of Innovation at Keysource, talks through some of the company’s recent customer success stories, its new cybersecurity focus, and goes on to provide some great insights into the data centre sustainability debate – with Scope 3 emissions and supply chain collaboration a major focus, alongside hybrid cooling and the edge. Richard also suggests that it might be time to move beyond the PUE metric as a measure of data centre energy efficiency.
Craig Stewart, Chief Technology Officer at SnapLogic, provides some fascinating insights as to how a combination of data and AI and Machine Learning is already providing major benefits across all industry sectors, not least in helping organisations to address major sustainability challenges; and also in allowing many businesses to capitalise on the IoT opportunity. In summary, Craig believes that few, if any, companies can afford to ignore the advantages of increased data literacy.
Michael Queenan, Co-Founder and CEO of Nephos Technologies, explains the importance of understanding the whole data stack – the storage and the governance as well as the analytics – in order to turn the raw data into valuable, actionable information. Michael also details how his company is helping customers on their ‘data literacy’ journey, most recently with the introduction of a Data Governance as a Service solution.