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Most Consumers Prefer Live Agents for Customer Service, Survey Finds
Julie Geller, Principal Research Director, discusses the evolving landscape of customer service, emphasizing findings from a recent survey that reveal a continued preference for live agents over AI-powered chatbots. She highlights that while chatbots and AI can handle basic tasks, complex custome...
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New ‘Open’ Cloud Coalition Not So Open: Analyst
Phil Brunkard, Executive Counselor, offers insights on the Open Cloud Coalition's launch, highlighting concerns about the coalition's actual openness despite its stated mission to enhance cloud compatibility. He suggests that its membership structure and focus could limit true interoperability an...
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How An AI Audit Can Jump-Start Your Project Portfolio
Barry Cousins, Distinguished Analyst and Research Fellow, discusses the value of conducting an AI audit to optimize project portfolios. He explains that such an audit can identify resource overlaps and potential efficiencies, driving higher impact and ROI for AI initiatives. Cousins emphasizes th...
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SAP Ups AI Factor in its SuccessFactors HCM Suite
Scott Bickley, Advisory Fellow, discusses SAP's enhancement of AI capabilities within its SuccessFactors HCM suite, aimed at improving HR management and decision-making. This integration supports tasks like recruiting, performance evaluation, and employee engagement, helping organizations leverag...
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OSI Unveils Open Source AI Definition 1.0
Brian Jackson, Principal Research Director, comments on the Open Source Initiative's launch of its Open Source AI Definition 1.0, establishing guidelines for open-source AI development. This framework aims to clarify and standardize open-source principles in AI, emphasizing transparency, collabor...
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Tech FOMO Can Hurt on the Comedown. Can the Cycle Be Broken?
Thomas Randall, Director of AI Market Research, explores the impact of "tech FOMO" on business strategies, particularly in how overenthusiasm for emerging technologies like AI and blockchain can lead to missed expectations on the downswing. He discusses the importance of balanced, strategic adopt...
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Billion-Dollar Fine Against Intel Annulled, Says EU Court of Justice
John Annand, Research Practice Lead, comments on the EU Court of Justice's annulment of Intel's billion-dollar antitrust fine. He emphasizes how this decision could influence future regulatory approaches within the EU, potentially reshaping how major tech firms are penalized. Annand notes that th...
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CMA Probe of Google, Anthropic ‘a Precautionary’ Move: Analyst
Scott Bickley, Advisory Fellow, and Phil Brunkard, Executive Counselor, examine the CMA's investigation into Google's partnership with Anthropic. They highlight the UK regulatory body’s cautious approach, which aims to preemptively address potential risks to competition posed by collaborations in...
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CX Leaders Are Looking Beyond Chatbots With AI Investments
Julie Geller, Principal Research Director, discusses a survey revealing that CX leaders are leveraging generative AI for enhanced customer personalization. The survey highlights that chatbots, data analytics, and AI-powered tools are increasingly used to streamline customer interactions, with per...
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