Technology leaders will invest in AI-driven customer experience (CX) strategies in the year ahead as they build more dynamic, relevant and meaningful connections with their target audiences ... As AI shifts the CX paradigm from reactive to proactive, tech leaders and their teams will embrace these five AI-driven strategies that will improve customer support and cybersecurity while providing smoother, more reliable service offerings ...

New research from ServiceNow and ThoughtLab reveals that less than 30% of banks feel their transformation efforts are meeting evolving customer digital needs. Additionally, 52% say they must revamp their strategy to counter competition from outside the sector. Adapting to these challenges isn't just about staying competitive — it's about staying in business ...

Half of all employees are using Shadow AI (i.e. non-company issued AI tools), according to a new report by Software AG ...

When employees encounter tech friction or feel frustrated with the tools they are asked to use, they will find a workaround. In fact, one in two office workers admit to using personal devices to log into work networks, with 32% of them revealing their employers are unaware of this practice, according to Securing the Digital Employee Experience ...

The business case for digital employee experience (DEX) is clear: more than half (55%) of office workers say negative experiences with workplace technology impact their mood/morale and 93% of security professionals say prioritizing DEX has a positive impact on an organization's cybersecurity efforts, according to the 2024 Digital Employee Experience Report: A CIO Call to Action, a new report from Ivanti ...

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The CrowdStrike outage serves as a potent illustration of the risks associated with complex security environments. Enterprises are increasingly advised to consider simpler, more robust solutions that do not rely heavily on reactive security measures ...

According to Forrester's The Top 10 Emerging Technologies In 2024 report, generative AI (genAI) for visual content, genAI for language, TuringBots, and IoT security are the top emerging technologies that will deliver the most immediate ROI for businesses in 2024 and beyond ...