How CIOs can shape post-pandemic customer service tech

The pandemic upended the way businesses approached customer service. The next stage brings automation and employee experience to the forefront.

By Roberto Torres • June 10, 2021

4 IT executives discuss future tech plans

Strategic IT investments to prepare businesses for the future include 5G, RPA and digital-first initiatives.

By Katie Malone • May 26, 2021

Explore the Trendline➔

Automation

In search of productivity gains, IT leaders are making automation their top priority. But successful enterprise AI deployments depend on access to the right data sets.

By CIO Dive staff

How CIOs used AI, RPA to solve pandemic pain points

Experiments with AI, RPA and natural language processing are evolving from trial to scale as companies weigh the long-term ROI for automation-heavy technologies.

By Roberto Torres • May 25, 2021

Where IT automation fits — and doesn't

To succeed, companies need to target the most basic and frequent tasks. Then, value stream mapping can help spot other ideal automation targets.

By Roberto Torres • May 20, 2021

The pandemic tested emerging tech. Now, CIOs must crystallize strategy

Bringing together multiple technologies can maximize the impact tools like AI and IoT can have in the enterprise.

By Roberto Torres • April 30, 2021

Cloud spending shifts: More innovation, less back-end support

Gartner analysts predict global end-user spending on public cloud to jump 23% to $332.2 billion this year.

By Katie Malone • April 21, 2021

Companies wary of unexpected outcomes in AI adoption

Many companies and organizations haven't thought through the consequences AI products can carry.

By Roberto Torres • April 19, 2021

When gauging the ROI of AI, balance moonshots with quick wins

Business leaders may be tempted to gut any AI project that doesn't yield immediate returns. But the risk is missing out on the technology's differentiation upside.

By Roberto Torres • April 19, 2021

Robots will not take jobs — if CIOs start preparing the workforce now

On the whole, emerging technologies are "unfolding gradually" with time for companies and workers to adapt, MIT Sloan affiliates said.

By Katie Malone • April 13, 2021

A new coworker: Businesses boost workforce augmentation tech

Some businesses consider technology its own class of workers as it assists with tasks and integrates with employees, according to an MIT Sloan report.

By Katie Malone • April 13, 2021

For ethical deployments, companies need to explain and trace AI

Almost half of companies have AI programs that are lagging or in development, a BCG GAMMA report found.

By Roberto Torres • April 7, 2021

Satellite internet: digital divide solution or 'science experiment'?

SpaceX and Amazon have said the technology can help rural America get online, but opponents say it's unproven and not worthy of federal investment.

By Chris Teale • March 30, 2021

How BofA and Autodesk plan to sustain hybrid work

Bank of America favors employees returning to the office, while Autodesk finds ways to integrate in-person and remote workforces.

By Katie Malone • March 26, 2021

What Walmart learned from its ML deployment

Successful machine learning implementation means using automation as a tool, not the solution.

By Katie Malone • March 24, 2021

Data and analytics to become 'core business function' in 2021: Gartner

A need for efficiency and competitive advantages is driving businesses to take data and analytics off the standby list.

By Roberto Torres • March 16, 2021

BofA banks on virtual reality to train workers for the ‘moments of truth’

Immersive learning technology complements existing training resources, a company executive said, but it is not a replacement for all training.

By Ryan Golden • March 16, 2021

Manufacturing, retail and tech bosses say AI is moving too fast

The pandemic rushed along AI implementation, but the acceleration did not happen evenly across industries.

By Roberto Torres • March 9, 2021

To spot ideal AI use cases, look for trouble — and data

Data scarcity and quality issues can derail company investments in AI. Businesses should target repetitive tasks to increase impact.

By Roberto Torres • Feb. 23, 2021

Study: Two-thirds of executives plan to boost automation, AI spend

The pandemic is spurring more spending on automation and AI while creating workforce skill gaps, according to a McKinsey study.

By Jim Tyson • Feb. 18, 2021

IBM, Palantir partner to operationalize business AI deployments

The companies intend to help industries managing vast amounts of data — such as retail and financial services — govern and automate it across a hybrid environment. 

By Katie Malone • Feb. 8, 2021

Gartner: How CIOs can make a business case for AI

Businesses will have to find the particular scenario, problem statement or use case that employs AI as part of the solution.

By Moutusi Sau • Jan. 27, 2021

Intention, education, testing: Removing bias from AI

Reducing AI bias starts by diversifying the teams that work on AI technology, as well as the data sets that inform algorithmic decisions.

By Roberto Torres • Jan. 13, 2021

3 essential UPS data analytics applications

The next chapter of UPS' data analytics strategy focuses on managing data as an asset to improve operations.

By Roberto Torres • Dec. 10, 2020

How Bank of America builds guardrails around AI

Independent testing helps Bank of America guarantee AI tools are deployed safely, said executive Catherine Bessant.

By Roberto Torres • Dec. 9, 2020

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