10 days ago

Augmenting Employee Performance With AI And Other Technologies

In a major new research report, The Technology-Augmented Employee, I take on a problem that’s vexing CIOs and government leaders alike. In aggregate, US companies face a productivity paradox: Despite billions of dollars invested in technology, gr…

4 months, 18 days ago

Human + Machine: The Robot Revolution Requires Human Design

Robots – in the form of artificial intelligence, software bots, intelligent assistants, customer self-service solutions, and, yes, physical robots – are transforming our economy, our jobs, and how we serve our customers. Our research on the robot revolution shows: Economic and job disruptions. We forecast that, by 2027, the US economy will lose 17% of jobs, […]

6 months, 23 days ago

Applying Artificial Intelligence And Robotics To The Customer Journey

Infrastructure and operations (I&O) leaders have traditionally targeted and implemented automation technologies to cut costs. But the new automation opportunity in the age of the customer is engagement: deploying technologies that will help customers receive better service automatically or better serve themselves. Working with marketing and business leaders, technologists are playing a critical and growing […]