16 Nov

Will 2019 Be the Year of Ethical AI?

Philip Carnelley AVP, European Software Group Read full bio  @Pcarnelley Microsoft held its Future Decoded user conference in London on November 1, attended by an estimated 15,000 customers, partners, and other stakeholders. In the words of Microsoft UK CEO Cindy Rose, this large industry get-together was “all about AI.”

11 Nov

And the Future of Marketing is . . . an awful lot about Tech, especially AI

        Gerry Brown CX Research Director Read full bio  @gerrybrown First and second place categories in IDC’s new 2019 Top 10 Worldwide CMO Predictions go to (i) AI with 4 predictions and (ii) privacy, trust and compliance with 3 predictions. The remaining 3 predictions refer to advertising and Blockchain, new marketing organisation […]

25 Sep

Augmenting or Substituting? How the Workforce Should Tackle the Fear of AI

Maggie Slowik Senior Research Analyst Read full bio @MaggieSlowik Erica Spinoni Summer 2018 Associate, IDC Read full bio Artificial intelligence (AI) is spreading around the world, and not only as a buzzword and conversation starter. AI is now a real technology — not only on the shop floor, but in everyday life. Many people are […]

13 Aug

AI and Chatbots herald new vibrancy and market entrants into the Contact Center market

Gerry Brown Research Director Read full bio  @gerrybrown For the last 2-3 years, the European Contact Center market has been somewhat unexciting. Dominated by a small number of traditional contact center vendors such as Genesys and Verint, technology innovation has been largely incremental rather than breakthrough.