IDG Contributor Network: Artificial intelligence and digital communication are disrupting the contact center space

The customer service (contact center) space is accelerating faster than the market has ever seen up to this point. Artificial intelligence and digital communication is changing everything. Let’s start with some context. Right now we’re in the middle of a major market disruption by cloud-based contact center software platforms. They’re turning the conservative call center […] Read more »

IDG Contributor Network: What companies need to know about interconnection to succeed at digital business

What is interconnection, and why does it matter? Interconnection is the deployment of IT traffic exchange points that integrate direct, private connections between counterparties. Interconnection is best achieved hosted in carrier-neutral data center campuses, where distributed IT components are collocated. In an age when reams of information race around the world with the click of a […] Read more »

IDG Contributor Network: Cloud API integration platforms make the digital economy work

In the digital economy, integration and collaboration involving platforms and applications is essential for success. Whether with a startup or a mature enterprise, one of the most important strategic initiatives a business puts forth is the design and implementation of a clean and efficient SaaS-based application programming interface (API) integration system. “APIs are important because […] Read more »

IDG Contributor Network: Digital Ecosystems: Do Not Do It Alone!

As software becomes an increasingly large part of an enterprise’s external expression, traditional physical ecosystems—such as suppliers, resellers, and retailers—need to be supplemented, and in some cases supplanted, by new software ecosystems. Consider Walgreens, a customer of my employer, Google. To interact with customers, Walgreens doesn’t merely operate physical stores and provide first-party apps and […] Read more »

IDG Contributor Network: 3 telltale signs it’s a real digital transformation

“Get a digital transformation for only $ 199.95, but only if you call to order in the next 15 minutes!” OK, so I haven’t seen an ad like this on late night TV—well, at least not yet. The unfortunate truth, however, is that the term “digital transformation” may be the greatest selling tool the enterprise […] Read more »

IDG Contributor Network: How the disruptive power of Blockchain could impact the digital economy

Throughout time, the single greatest creator of wealth in human history has been global trade, and market friction has been the greatest inhibitor to create wealth. Over the years, as businesses and processes have evolved and become more automated, the industry has overcome many different sources of friction. The emergence of tools, institutions and rules […] Read more »

5 simple steps to boost your digital hygiene in 2017

I’m not big on New Year’s resolutions. Let’s face it, no one keeps them. Instead of resolutions, here are five simple ways to help you save money, avoid digital disasters, and get your personal technology into top-flight condition. None of the tips are complicated, and I’ve used them all during the past few years so […] Read more »

Busted! 5 myths of digital transformation

“Digital” is the new “cloud.” Once upon a time, these words meant something. Now they mean whatever a speaker wants them to mean — especially if, internally or externally, they’re trying to sell you something. Not surprising, this level of ambiguity has created a fertile environment for mythical thinking. To read this article in full […] Read more »

IDG Contributor Network: Digital transformation: Not your grandfather’s bank

Changes in the way we do business with banks are rarely initiated by banks themselves. Instead, banks are often forced to adapt because of technological advancements that are shifting social culture and customer expectations. Just as mobile technology made selfies the norm, the introduction of new technologies is changing banking as we know it; paying […] Read more »

6 small steps to digital transformation

The phrase “digital transformation” is wearing a little thin, as marketers twist it into a pitch for whatever they’re trying to sell. So let’s settle on a broad yet simple meaning: The journey from inflexible platforms, products, and workflows to a “permanently agile” condition. InfoWorld Contributing Editor Dan Tynan and I make the argument for […] Read more »

Digital transformation is giving IT spending a big boost

Digital transformation may promise critical benefits for the companies undertaking it, but it’s also delivering a major boost to IT spending around the world. That’s according to market researcher IDC, which on Monday released new data indicating that global spending on IT products and services will grow from nearly $ 2.4 trillion in 2016 to […] Read more »

GE’s Jim Fowler on the CIO role in the digital industrial economy

Eventually, IT will no longer be a function — it will just be the way you work. It’s a copout for CIOs to require a functional executive to lead every project. To stay relevant, IT executives need to be seen as catalysts and not speed bumps, all according to GE CIO Jim Fowler. Martha Heller: […] Read more »

Digital transformation spurs tech M&A to close in on record

The digital transformation of business via cloud, mobile and big data technology is fueling IT mergers and acquisitions, which are set to rocket past the record level hit in 2000 as the dot-com era crested. Enterprises are adopting cloud and mobile technology to stay competitive, and technology companies are scrambling to keep up with demand. […] Read more »