How Avaya went from bankruptcy to CX market leader
Kathy Gibson reports from Gitex - Avaya has successfully emerged from bankruptcy to challenge for supremacy in the burgeoning customer experience (CX) market. There's a new spirit of optimism and passion at the company, with CEO Alan Masarek leading the charge. "There...
Trust key to AI effectiveness
Kathy Gibson reports from Gitex - Artificial intelligence (AI) is something we all want to leverage - but that means we all need to be able to trust it. We are in the middle of a an AI revolution, says Marc Mathieu, chair of the advisory board at Salesforce,...
Customer service key for loyalty, retention
In today's uncertain and volatile environment, customer service must play a larger role in driving both customer retention and also growing customer loyalty, according to Gartner. However, most customer service organisations attempt to do so by leaning heavily on...
IBM reaches a new milestone in quantum computing
IBM has achieved its highest Quantum Volume to date. Combining a series of new software and hardware techniques to improve overall performance, the company has upgraded one of its newest 27-qubit client-deployed systems to achieve a Quantum Volume 64. IBM has made a...
Tech trends to watch over the next decade
Social distancing technologies, composable enterprise, AI-assisted design, differential privacy and biodegradable sensors are among the key technologies to watch in the years ahead. The 30 must-watch technologies on the Gartner Hype Cycle for Emerging Technologies,...
Following Experian breach, banks move quickly to help customers
Banks have responded quickly to yesterday evening's news of a massive data breach at credit bureau Experian, which potentially exposed the personal details of 24-million South Africans consumers and almost 1-million businesses. FNB has sent out a statement confirming...
26% growth for global public cloud
The worldwide public cloud services market, including Infrastructure as a Service (IaaS), Platform as a Service (PaaS), and Software as a Service (SaaS), grew 26% year over year in 2019, with revenues totaling $233,4-billion. According to the International Data...
Consumer values, spending behaviour have changed
As South Africa enters level 2 lockdown this week, businesses need to ask themselves if they are prepared to face the new consumer. Do they know how their customer has changed in the wake of a global health pandemic? Are they aware of what their target market now...
Drive to help workers use all the skills they learn
Employees are applying only 54% of the new skills they learn, despite the number of skills required for a single job increasing by 10% year-over-year. A Gartner TalentNeuron data reveals that 33% of the skills needed three years ago are no longer relevant. The...
Security focus must shift to remote working
Enterprises must adapt to address telework security challenges long-term. This is one of the findings from Fortinet's 2020 Remote Workforce Cybersecurity Report, which shows how organisations are increasing their investments to secure remote work at scale. The survey...
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