Providing a great candidate experience can no longer be seen as a ‘nice to have’ for organizations. Rather, it is a fundamental requirement with far-reaching implications, as this white paper revea...

Watson Workspace is the intelligent collaboration solution developed by IBM. With Artificial Intelligence at its core and built to make every collaboration aspect easier for you and your teams. W...

IBM commissioned Forrester Consulting to conduct a Total Economic Impact (TEI) study and examine the potential return on investment (ROI) organizations may realize by deploying IBM® Connections, a ...

In the global market for customer service software, Zendesk is once again recognized as a leader in the 2018 Gartner Magic Quadrant for the CRM Customer Engagement Center. Every year, Gartner co...

Customers are more technically savvy than ever and have come to prefer the DIY approach to solving their issues and answering their own questions. Years of research by ICMI has confirmed that custo...

Your door is always open, regardless of your business or support hours. Today’s customers ask questions at any time of the day or night and will wait for you to respond (but not for long). This pos...

The start of a new chapter of your business, whether you're moving upmarket or adding products and features, is a great time to scale your customer service operations in a smart way. We know custom...

Every customer likes to choose from a wide array of options, right? Well, maybe not. Behavioural scientists have been researching consumer choice making for decades. And the results indicate that i...

A technology-enabled business strategy such as digital transformation (DX) makes it possible for firms to expand their competitive differentiation in the market. Although disruptive, DX requires fi...

Protecting Your Data Without Sacrificing Business Agility. Every day, companies generate mountains of data that are critical to their business. With that data comes a clear challenge: How do you...