PRESENTATION:
In this presentation from our CW500 event, director of digital architecture and transformation Chris Boyd explains how Telefonica tackled the challenges of delivering people, cultural and organisational change.
EZINE:
In this week's Computer Weekly, global beauty brand Avon explains how it coped with a lockdown dilemma – a door-to-door sales model when its reps couldn't leave home. Our buyer's guide examines the use of artificial intelligence in IT security. And we analyse the government's decision to strip Huawei from the UK's 5G network. Read the issue now.
EGUIDE:
This e-guide focuses on how customer relationship management has evolved towards engaging with customers through every channel, with digital to the fore.
ESSENTIAL GUIDE:
This research from Deloitte identifies the areas with the biggest immediate opportunity for retail and consumer packaged goods (CPG) businesses looking to invest in blockchain technology.
EZINE:
In this week's Computer Weekly, we examine claims that Microsoft's licensing policies are damaging competition in the cloud. Our latest buyer's guide asks if hybrid cloud is now CIOs' end goal, and not just an interim step on the journey. And we look at how the focus on customer experience is impacting the unified comms market. Read the issue now.
EBOOK:
Businesses are facing new challenges to meet the expectations of customers and employees. In this 14-page buyer's guide, Computer Weekly looks at the benefits of the experience economy, the customer service implications of always-on mobile users and how digital platforms can engage customers across all channels.
EGUIDE:
IT leaders are used to doing more with less, but the pandemic has forced many organisations to reassess whether the way processes have always been run, is optimal. With people having to work from home, many organisations have needed to automate previous manual tasks, in order to remain operational.
EGUIDE:
Cyber risk management is becoming an increasingly important area of concern as company directors' realize the limitations of insurance. How can you address this risk and instill confidence in your customer engagement? Find out how to enhance your cyber risk management using 4 key strategies.
EGUIDE:
Gartner recently found that 15% of all customer service interactions will be handled completely by AI by 2021. But many organizations have also reported difficulty with managing AI technologies. Read the 3 articles in this handbook to learn about the benefits and drawbacks of customer service AI and other self-service platforms
EGUIDE:
In the age of the customer, the term customer experience is highly charged and constantly changing. What adds to this is the new technology being used in contact centers to improve the customer experience. In this e-guide, learn how artificial intelligence, chatbots, and better data insights are used to improve CX and increase customer loyalty.
