Research & Insights

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Point of View

Take a “People-First” Approach for Omnichannel Success

How a leading sportswear company partnered to evolve its omnichannel platform from back to front

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Point of View

Demand Cost and Value Gains from your service providers with AI-powered predictive and autonomous SLAs

Leading service providers are effectively reducing their operating costs and service costs with AI-ML. But, are these savings and benefits being passed on to

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Point of View

Enterprise leaders have been funding cybercriminals for years, now stop!

With ransomware’s lethality continuing to grow, industry leaders must look to themselves as part of the problem.

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Point of View

Industry adoption of RPA is more nuanced than you think—see if you’re in line with your industry peers, leading, or lagging

Do you think RPA adoption is solely the purview of the world’s biggest banks and insurers? If you did, you would be wrong.

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Point of View

Continuous change management must underpin enterprise automation journeys

HFS, with support from Blue Prism, is showcasing real enterprise journeys with robotic process automation (RPA). This report spotlights Henkel.

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Point of View

If banks want to improve ROI on digital transformation, they need to stop prioritizing efficiency

This POV examines the state of digital transformation in the BFS sector, leveraging the latest data from our Industry Digital Transformation survey.

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Point of View

Operations leaders shouldn’t expect outsourcing to fix strategic issues

Interest in IT and business process outsourcing seems to be at an all time low. Are organizations wholesale shifting to internal models or is something else

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Point of View

Google’s taking cloud security seriously but is that going to be enough for enterprises?

As CIOs migrate more business data to the cloud, securing it will take up a much larger portion of corporate mindshare. To assure executives of their cloud’s

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Point of View

Service providers to the public sector must fuel local-scale innovation to propel nationwide transformation

With the public sector crying out for transformation, providers must develop ecosystems that pioneer scalable use cases and define “best practice”

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Point of View

Partnerships fuel the hyperconnected economy; service providers must be the brokers

Partnerships are all the rage these days: Service providers must be the ones to fuel collaboration between business, policy, academia, and society.

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Point of View

Executives must focus on sustainability, or prepare for a new wave of lawsuits

Evolving scientific evidence of climate change, coupled with changing legal interpretations, means a new wave of lawsuits washing over enterprises.

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Point of View

You must strike a balance between customization and long-term compatibility to get the most value from ServiceNow

After countless client reference calls with ServiceNow practitioners, we examine how the market is balancing customisation to get the most value out of the

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