AI

Technologists grapple with privacy, bias as AI inches closer to customers

Industry must contend with the ethical challenges of building AI as the technology expands in physical and digital customer touchpoints.

By Roberto Torres • Nov. 19, 2020

Data analytics, RPA top list of 2021 digital priorities, survey finds

In Gartner's most recent survey, all five of CFO's top priorities heading into 2021 are concerned with getting tech right.

By Jane Thier • Nov. 15, 2020

Deep Dive

The emerging wave of procurement and spend-management technology

As historically paperbound processes advance from automation to intelligence, procurement departments must address data and culture change.

By Gary Wollenhaupt • Nov. 12, 2020

Zoom, live captions and what it all means for workplace accessibility

Otter.ai launched a live meeting caption capability on Zoom, a step welcomed by accessibility experts. A more holistic accessibility approach is needed in the workplace.

By Roberto Torres • Nov. 03, 2020

AI needs C-suite funding to succeed

Assigning budget from high in the corporate hierarchy increases the probability of developing AI maturity, Gartner says. 

By Roberto Torres • Oct. 29, 2020

'Wearing too many hats': How to bridge the AI skills gap

Tech leaders must invoke their "inner Steve Jobs" to attract AI talent, said Gartner's Arun Chandrasekaran.

By Roberto Torres • Oct. 27, 2020

Gartner: 10 changes coming to data analytics

Businesses that trust AI to operate will leverage different kinds of data input and infuse automation into how they extract insights.

By Roberto Torres • Oct. 26, 2020

Gartner's strategic tech trends for 2021 turn pragmatic

Conversations with technology leaders are much more focused on the tactical this year, according to Brian Burke, research VP at Gartner.

By Naomi Eide • Oct. 19, 2020

Pandemic highlighted how messy data sharing is, Mastercard exec says

More evolved techniques around data governance will need to rise to the challenges ahead, said Mastercard Chief Data Officer JoAnn Stonier.

By Roberto Torres • Oct. 16, 2020

Telecom deploys AI to balance customer service supply and demand

Pairing customer service demand with technician availability requires access to the right data sets.

By Roberto Torres • Oct. 15, 2020

Retail adopts smarter technology as industry relearns operations

Technology changes accelerated by the pandemic have staying power, as tech execs in the retail space focus on the technology that sustains operations amid pivotal change.

By Roberto Torres • Oct. 12, 2020

H&M wants to democratize AI with reusable components

The next step for H&M is deploying machine learning component libraries as retail dives deeper into digital.

By Roberto Torres • Oct. 06, 2020

BMO Financial found AI success with a cash flow predictor. Now it wants to scale

Heads of IT will explore how AI can lead to new revenue streams as the technology expands its reach through the organizations in the year ahead.

By Roberto Torres • Oct. 05, 2020

Opinion

Why should anyone trust AI?

Artificial intelligence holds great potential for economic recovery if business leaders use it responsibly, Mastercard's Ed McLaughlin writes. 

By Ed McLaughlin • Oct. 02, 2020

Pandemic pushes enterprise laggards to automate

Scaling and employee satisfaction drive IT heads to the technology, said Alan Hester, president of Nividous Software Solutions.

By Roberto Torres • Sept. 25, 2020

The profile of the chief data officer rose in the pandemic

From tracking consumption patterns to data health checks on existing systems, companies with a chief data officer in the C-suite relied on their leadership to push past disruption and support operations.

By Roberto Torres • Aug. 20, 2020

In Gartner's 2020 Hype Cycle, explainable AI leaps ahead

The annual report shows AI is "dominating and becoming pervasive in all the technology that we're using," said Gartner Research VP Brian Burke.

By Roberto Torres • Aug. 18, 2020

Shifts in customer, employee behavior driving automation budget growth

As users demand efficiency from businesses, a quarter of executives plan to boost automation budgets by at least 10%, according to a study.

By Roberto Torres • July 17, 2020

How to hang on to AI's advantage

As AI advances its mainstream enterprise presence, leaders must look into cloud-based AI and modernized data structure to retain competitiveness.

By Roberto Torres • July 16, 2020

C-suite leading AI projects as companies accelerate strategies

Though IT spend is expected to contract this year, executives aren't letting off the gas on their AI strategy.

By Roberto Torres • June 24, 2020

Gartner: Three-quarters of enterprises will 'operationalize' AI by 2024

COVID-19 drove the need for accurate, speedy insights into the inner workings of all businesses.

By Roberto Torres • June 22, 2020

AI job post growth slowed in the pandemic, LinkedIn says

When normalized against trends in overall job postings, AI and ML jobs still grew 8.3% year-over-year, indicating the setback may be temporary.

By Roberto Torres • June 16, 2020

Companies retrain machine learning models with pandemic in mind

Organizations can infuse empathy into their automation strategies, taking economic and health hardship into account.

By Roberto Torres • June 11, 2020

Pandemic increased automation appetite, but adoption hurdles await

For its next act, automation technology needs to prove it can help businesses quickly and sustainably adapt to sudden market changes.

By Roberto Torres • June 10, 2020

Sponsored by Bold360

CX in the time of social distancing: 4 ways self-service can help

It's time to drastically reimagine how we engage with customers in this new COVID-19 reality. Self-service is one tactic contact centers can utilize.