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Forrester Report: Artificial Intelligence with the Human Touch

Published By: Genesys     Published Date: Feb 21, 2018
Artificial intelligence (AI) can’t replicate the human touch, but it can ease your agents’ burden by handling many simple, repetitive requests. A new Forrester Consulting paper offers a look at the strengths and weaknesses of both AI and humans independently, yet how blending them together can give your customers the seamless end-to-end experience they expect. See how enterprises around the world use AI to improve customer service and uncover new revenue streams, the challenges they overcame, and why a blended solution with live agents makes sense. Download the paper to learn three key recommendations on using AI to improve agent productivity, agent satisfaction, and customer satisfaction.
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forrester, artificial intelligence, consulting, customer experience
    
Genesys

Forrester TAP: Meet Changing Business Needs With Modern ECM Platforms

Published By: IBM     Published Date: Jan 19, 2017
Forrester Consulting study that explores the hypothesis that modern businesses require enterprise content management (ECM) platforms that can offer faster deployment capabilities and operational flexibility in order to meet their shifting business objectives.
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ibm, analytics, forrester, ecm, ecm platforms, enterprise content management, enterprise applications, business technology
    
IBM

Advantage cloud: The clear path to modernizing B2B integration

Published By: IBM     Published Date: May 26, 2017
Business executives and managers at business-to-business (B2B) enterprises care about time, money, competitive advantage, customer loyalty and growth. Few pay much attention to the vital IT infrastructure that supports transactions and collaboration with trading partners—though that B2B backbone directly affects performance and profitability. In fact, just 26 percent of business managers view B2B integration as a competitive differentiator, according to a study for IBM by Vanson Bourne, a research consultancy. As a result, many enterprises continue to utilize manual and error-prone emails, faxes and file transfers for B2B transactions. Reliance on complex, brittle and antiquated systems to exchange critical data impacts time to market, cost-efficiency and satisfaction across suppliers and end-customers. Modernization of B2B integration in recent years has moved forward in fits and starts, often undermined by competing priorities and misalignment between business and IT managers.
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b2b integration, customer loyalty, ibm, customer growth
    
IBM

How to Build a Dream Company

Published By: Bright Horizons     Published Date: Dec 14, 2016
New research has found that being a Dream Company – one that shows it cares about employees, provides them with learning and growth opportunities, and promotes work/life balance – drives retention, engagement, and talent attraction.
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employee well-being, workforce productivity, retention, engagement, recruitment, child care, back-up child care, child care centers
    
Bright Horizons

The Business Benefits of Being a Dream Company

Published By: Bright Horizons     Published Date: Dec 14, 2016
What’s the key to retaining, attracting, and engaging great employees? Research shows that for employers, there’s considerable strategic power in offering people a position in a Dream Company.
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employee well-being, workforce productivity, retention, engagement, recruitment, child care, back-up child care, child care centers
    
Bright Horizons

The Evolution To Real-Time Customer Experience

Published By: Datastax     Published Date: May 15, 2017
The customer is no longer king – she’s ruler, dictator, and autocrat. What’s clear is that the old paradigm of “customer service” is out and the new paradigm of customer experience is in. But companies are being too slow to capitalize on technology to improve customer experience. Read this new commissioned thought leadership paper conducted by Forrester Consulting on behalf of DataStax to learn why real-time data should be driving your customer experience decisions, why customer obsession is an imperative for success, why most companies are still missing the mark with CX, and six key recommendations to get your CX engine running.
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datastax, customer experience, digital, buying initiatives
    
Datastax

SPI: Global Pricing, Compensation, Utilization Benchmark

Published By: FinancialForce     Published Date: Aug 20, 2019
2018 Professional Services Maturity™ Benchmark 2017 was a very good year for the professional services industry—and no one knows it better than SPI. A leading global research, consulting, and training organization dedicated to the professional services industry, Service Performance Insight (SPI) just published its 11th annual Professional Service Maturity™ benchmark report, presenting research for executives to analyze and compare their own business performance against industry standards. Download this report to discover:
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FinancialForce

Aviva Asia Streamlines System Migration, Reduces Costs with Red Hat

Published By: Red Hat     Published Date: Jan 02, 2018
When Aviva plc, a multinational insurance provider group, acquired Friends Provident International (FPI), it needed to replace FPI’s costly proprietary imaging and bond management workflow system. With help from Red Hat Consulting, Aviva Asia Pte. Ltd. created and launched a new application based on Red Hat JBoss Middleware within a tight six-month time frame. With this new solution, Aviva has reduced costs by replacing proprietary licensing fees with Red Hat’s flexible, cost-effective subscription pricing model. In addition, hosting the new application locally on-premise has improved response times for end users, helping Aviva bring new services to market faster.
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Red Hat

Digital Experience Changes Everything

Published By: Group M_IBM Q1'18     Published Date: Feb 09, 2018
Marketing and technology partners must collaborate as never before in order to delight and engage customers “in the moment.” Previously stove-piped functions are starting to work together to take a holistic approach to create great digital experiences at enterprise scale, but organizations see the need for more work to create relevant, integrated digital customer experiences in real time. IBM commissioned Forrester Consulting to discover how developers and marketers are working together to provide customers exceptional digital experiences reliably, quickly, and seamlessly. The study found that while the mandate to collaborate has been heard, there is still work to be done to move to the next level and put in place technology, processes, and culture to create digital customer experience in real time.
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digital experience, ibm digital, digital experience software
    
Group M_IBM Q1'18

Hitting the Wall with Server Infrastructure for Artificial Intelligence

Published By: IBM     Published Date: Jul 02, 2018
Businesses are struggling with numerous variables to determine what their stance should be regarding artificial intelligence (AI) applications that deliver new insights using deep learning. The business opportunities are exceptionally promising. Not acting could potentially be a business disaster as competitors gain a wealth of previously unavailable data to grow their customer base. Most organizations are aware of the challenge, and their lines of business (LOBs), IT staff, data scientists, and developers are working to define an AI strategy. IDC believes that this emerging environment is to date still highly undefined, even as businesses must make critical decisions. Should businesses develop in-house or use VARs, systems integrators, or consultants? Should they deploy on-premise, in the cloud, or in some hybrid form? Can they use existing infrastructure, or do AI applications and deep learning require new servers with new capabilities? We believe that many of these questions can be
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IBM

How to get maximum productivity from a contingent workforce in today’s gig economy

Published By: PwC     Published Date: Aug 19, 2019
There are 56.7 million contingent workers, including temporary or part-time workers, freelancers, consultants, and independent contractors in the US, making up approximately 40% of the US workforce today. In fact, 76% of HR leaders plan to hire contingent workers to deliver on growth objectives, In PwC's Future of Work study, nearly 50% of survey participants said that employees will work for more than one employer at a time, making it critical to actively manage their commitment and productivity during employment periods. Learn how to streamline the entire experience of on-boarding and retaining contingent workers to drive the greatest results for everyone involved
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PwC

Resilient Forrester TEI Report

Published By: Group M_IBM Q2'19     Published Date: Apr 08, 2019
IBM provides a security incident response (IR) solution called Resilient that helps its customers address security incidents quickly in an automated and orchestrated manner. IBM commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential return on investment (ROI) enterprises may realize by deploying Resilient. The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of the Resilient platform on their organizations.
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Group M_IBM Q2'19

Forrester: The Total Economic Impact ™ Of Using Both IBM And Red Hat Solutions Together

Published By: Group M_IBM Q4'19     Published Date: Sep 27, 2019
IBM and Red Hat provide a range of technology and services that can support their customers’ IT and development needs. IBM commissioned Forrester Consulting to conduct an emerging Total Economic Impact™ (TEI) technology assessment study to examine the ways in which customers utilize solutions by both companies in tandem and the impacts achieved as a result. The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of solutions using both IBM and Red Hat offerings on their organizations. Forrester interviewed five organizations that use IBM and Red Hat offerings together. These interviewees are focused on modernizing infrastructure and applications to resolve legacy architecture challenges and meet quickly changing market needs. These companies adopted a wide range of solutions from IBM (including IBM Power, IBM Z, IBM Cloud Paks, middleware, and professional services) and Red Hat (including Red Hat Enterprise Linux, OpenShift, JBoss, a
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Group M_IBM Q4'19

Forrester TEI Of IBM Services For Application Migration

Published By: Group M_IBM Q4'19     Published Date: Sep 27, 2019
IBM Services helps its customers effectively plan, manage and migrate their applications to a hybrid multicloud environment. IBM Services commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential return on investment (ROI) enterprises may realize by using IBM Services for migrating and modernizing their applications to a multicloud environment. The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of leveraging IBM Services for Application Migration and Modernization services for their organization. Register to learn more.
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Group M_IBM Q4'19

The Total Economic Impact™ of a Conversational CX

Published By: iAdvize     Published Date: Jul 25, 2019
iAdvize commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study to examine the potential ROI enterprises may realize by deploying a conversational CX throughout their customer journey. Read this study to learn how to evaluate the potential financial impact of a conversational CX on your organization through the quality and scalability of the conversations you can achieve.
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iAdvize

The Total Economic Impact™ Video

Published By: iAdvize     Published Date: Jul 29, 2019
Check out the video to learn about the commissioned study on the total economic impact of conversational CX in retail, conducted by Forrester Consulting on behalf of iAdvize
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iAdvize

7 Deadly IT Security Sins

Published By: Pine Cove Consulting     Published Date: Oct 03, 2019
You've seen them, and you fear them. Now let us show you how to be cleaned of them. Hackers are increasingly targeting mobile devices to steal data (emails, contacts, corporate data, financial information) and send premium rate SMS, using up your bandwidth in the process. Sophos makes it easy to secure and manage your mobile devices.
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Pine Cove Consulting

The Impossible Puzzle of Cybersecurity (Infographic)

Published By: Pine Cove Consulting     Published Date: Oct 03, 2019
Organizations are struggling to stop cyberattacks. Time for a different approach? Check out this infographic, based on an independent survey of 3,100 IT managers in 12 countries, and learn more by vising our website at www.pinecc.com
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Pine Cove Consulting

The Impossible Puzzle of Cybersecurity

Published By: Pine Cove Consulting     Published Date: Oct 03, 2019
Cybersecurity just isn't getting any easier. While protection technolgoies continue to advance at a rapid pace, so do the cybercriminals trying to circumvent them. Rather than continuing further with the same approach to cybersecurity, it’s time to move to cybersecurity as a system. By enabling security products to share information and work together in real time you can stay ahead of the threats while also freeing up valuable IT resources.
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Pine Cove Consulting

Ransomware (infographic)

Published By: Pine Cove Consulting     Published Date: Oct 03, 2019
Ransomware just isn’t going away. We polled 2,700 IT managers around the world to see how ransomware has impacted their organizations. Here’s what we found…
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Pine Cove Consulting

How to Stay Protected Against Ransomware

Published By: Pine Cove Consulting     Published Date: Oct 03, 2019
Businesses large and small are under threat from increasingly aggressive and brutal ransomware attacks. Loss of access to critical files, followed by a demand for payment can cause massive disruption to an organization’s productivity. But what does a typical attack look like? And what security solutions should be in place to give the best possible defense? This paper examines commonly used techniques to deliver ransomware, looks at why attacks are succeeding, and gives nine security recommendations to help you stay secure. It also highlights the critical security technologies that every IT setup should include.
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Pine Cove Consulting

7 Uncomfortable Truths of Endpoint Security

Published By: Pine Cove Consulting     Published Date: Oct 03, 2019
To understand the realities of endpoint security today, Sophos commissioned independent research specialist Vanson Bourne to survey 3,100 IT managers across the globe. The resulting paper reveals the experiences, concerns and future plans of organizations in 12 countries and six continents. It provides deep insight into the day-to-day challenges IT teams face securing their organizations against cyberattacks, as well as their experiences with endpoint detection and response (EDR) technologies.
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Pine Cove Consulting

7 Uncomfortable Truths of Endpoint Security (Infographic)

Published By: Pine Cove Consulting     Published Date: Oct 03, 2019
To understand the realities of endpoint security today, Sophos commissioned independent research specialist Vanson Bourne to survey 3,100 IT managers across the globe. Check out this infographic for insight into the day-to-day challenges IT teams face securing their organizations against cyberattacks.
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Pine Cove Consulting

Top 5 Reasons You Need EDR

Published By: Pine Cove Consulting     Published Date: Oct 03, 2019
Endpoint detection and response (EDR) tools are built to supplement endpoint security with increased detection, investigation, and response capabilities. However, the hype surrounding EDR tools can make it difficult to understand how exactly they can be used and why they are needed. Making matters worse, today’s EDR solutions often struggle to provide value for many organizations as they can be difficult to use, lack sufficient protection capabilities, and are resource intensive. Sophos Intercept X Advanced with EDR integrates intelligent EDR with the industry’s top-rated endpoint protection in a single solution, making it the easiest way for organizations to answer the tough questions about security incidents. Here are some additional reasons to consider an EDR solution.
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Pine Cove Consulting

Synchronized Security (Infographic)

Published By: Pine Cove Consulting     Published Date: Oct 03, 2019
Hackers synchronize their attacks. It’s time to synchronize your security. Check out this infographic to see the challenges faced by organizations and how Sophos can help.
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Pine Cove Consulting
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