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Innovation is extremely important for CIOs, since it is the key driver for investment in IT Service Management. Innovation means the need to integrate new technologies that will make service management processes more efficient and effective.

In the year 2019 I published a metric called the 90/90 rule in my book One IT, One Business. This rule calls out the importance of automation and speed–two powerful allies in the advancement of ITSM. This rule calls for IT organizations to be 90% automated with regards to all tasks and business processes and to be performing these same important blocks of work 90% faster by the year 2025.

Innovation is the top priority of CIOs for the next ten years. Implementing and supporting new, advanced technology across the entire organization is crucial for the success of enterprises.

Omdia, formerly known as Ovum, is a leading industry analyst and consultancy firm based in London, England. As part of their annual Decision Matrix and Multichannel Cloud Contact Center Buyer’s Guide, Omdia evaluates top multichannel cloud contact center vendors based on the company’s technology, execution, and market impact.

Bright Pattern, the leading provider of AI-powered omnichannel cloud contact center software, was announced as a finalist for the 2020 CCW Disruptive Technology Solution for the Year Award! Bright Pattern’s breakthrough innovation, Omni QM, won Bright Pattern a place as a finalist.

Frost & Sullivan recently reported that only 4% of companies offer the seamless, effortless single conversation across all channels – true omnichannel – and the primary reason is that companies have deployed siloed technologies.

Virtual call centers are a must in today’s CX industry. Many businesses, from large enterprises to hot start-ups, are making the switch to a virtual setup. Call center software, once based in large, on-premise facilities, are now migrating to the cloud.

New technology is always being created and adopted, and it is up to service management providers to upgrade and keep businesses up-to-date with the latest technology. Implementing new technology to an existing process can be a risky endeavor.

You can’t improve what you can’t measure. During our recent webinar with Alpa Shah, Global VP from Frost & Sullivan, Alpa noted that improving the customer experience was the No. 1 business goal, but ironically most companies don’t measure the quality of customer experience interactions.