Contact Center - Trends and Opportunities
By Supantha Banerjee, CIO, PSC Metals, Inc.
Gone are the days when a customer service call started with, “what is your order number?” If John Doe calls, now conversation starts with “Thank you Mr. Doe for being a ...more>>
Focus on Resiliency to Unleash Innovation
By Scott Alcott, CIO, Comcast Corporation
Resiliency might not be the first thing that leaps to mind when you think about inventing the next great app, or modernizing your back office. But effective resiliency planning represents an...more>>