Digital Transformation Whitepapers

Why Omni-Channel without unified desktops remains multi-channel mayhem

With a multitude of customer engagement channels today, it is difficult for companies to know where to focus their efforts. Contact centers are trying, but failing, to modernize and deliver on the evolving expectations of today’s customers. This paper looks at the barriers which prevent companies delivering omni-channel service and then goes on to look

Three practical Artificial Intelligence (AI) approaches for field service management

Artificial Intelligence (AI) will impact every industry and every business discipline—including field service management. But how quickly will practical solutions be available that enable the typical medium to large field service organization to take advantage of AI? And by practical solutions, I mean AI that delivers knowledge efficiently, processes solutions to complex data sets, and

Digital Transformation: Your First 100 Days

Just because Fortune 500 companies weren’t born digital doesn’t mean they can’t evolve their development and delivery operations to build the next generation of digital experiences. Doing so demands many changes and strong senior leadership and is a multiyear journey. But how do you get started? Forrester interviewed more than 40 senior digital business leaders