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Using AI To Augment Customer Service Agents

The Horizons Tracker

There is seldom a sector or field that is not undergoing some form of transformation at the moment, many at the behest of a tidal wave of digital technologies that are upending the traditional way of doing things. A helping hand. For instance, a recent study from Washington University in St.

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Charlie Ackerman on Winning A World in Flux

HR Digest

Bosch firmly believes that research is not an end in itself – a never-ending race to develop new technologies – but rather something that makes a tangible contribution to improving the quality of people’s lives. These groups build common ground and provide associates with the tools they need to continue to grow personally and professionally.

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How Cloud Computing Is Changing Management

Harvard Business Review

Theories and practices of management often spring from the opportunities created by new technologies. Client-server technology begat enterprise resource planning systems, and the consequent system-wide visibility that was required for what we call business process management (BPM). How it effects product design and customer experience.

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Why Marketing Needs Closer Ties to IT

Harvard Business Review

As marketing continues to shift and improve, we’ve come to rely on IT to provide expertise on current technology and, perhaps more importantly, to provide a road map that shows where technology will lead, where integration is critical, and how to make the best use of increasingly sophisticated tools.

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Shadow IT Is Out of the Closet

Harvard Business Review

Lines of business are now getting their own official technology budgets for non-standard software products. They're simpler to implement than their enterprise-wide counterparts and business people see them as worthwhile and cost-effective. Shadow IT has been freshly-labeled "departmental IT.".

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Google's CIO on How to Make Your IT Department Great

Harvard Business Review

Running an IT department is hard enough under any circumstances, but imagine doing it at one of the world''s preeminent technology companies. Your customers aren''t haplessly trying to set up their voicemail; they''re experts in technology and expect it to work. An edited version of our conversation is below.

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The Internet Shouldn’t Run on Dirty Energy

Harvard Business Review

This year, the Department of Energy, through its National Renewable Energy Laboratory, found that more than one hundred information and communication technology companies that consume an estimated 1.5% Here’s why now is the time right to invest in renewable energy sources for the internet: Renewable energy can help reduce a cost center.

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