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Research and trends

最新故事

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Why IT must move beyond deflection

Evolving from deflection to outcome requires a fundamental shift in IT infrastructure.

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The best service teams won't be bigger. They'll be better designed.

High-performing service organizations used to be measured by the talent they hired. Tomorrow, they'll be measured by how effectively specialized AI teammates and human experts work together as one coordinated workforce.

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The deployment bottleneck: why enterprise AI needs an architectural pivot

A new approach to AI deployment can help businesses move from experimentation to scalable, everyday use.

The best service teams will manage AI Agents like they manage people.

The best service teams will manage AI Agents like they manage people.

The next generation of service teams won't be built around one AI assistant. They'll combine specialized AI agents and human experts into one seamless customer experience.

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The future of AI agents is specialized

The next generation of AI won't be defined by bigger models. It will be defined by specialized agents that understand the work they're designed to do.

3 New Capabilities for Service Leaders

3 New Capabilities for Service Leaders

The role of the service leader is changing fast—and AI is at the center of that transformation.

Retail’s next competitive edge is AI that takes action

Retail’s next competitive edge is AI that takes action

By taking action, uncovering business signals, and helping teams adapt faster, AI can help retailers create value across the business.

If your team structure hasn't changed, your AI isn't reaching its full potential

If your team structure hasn't changed, your AI isn't reaching its full potential

Reimagine your team structure so AI can change the way work gets done, not just speed up the old way of doing it.