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From feedback to fuel: building a real CX program in IT
You’re sending out surveys. CSAT scores are coming in. Maybe you even have a dashboard tracking trends. But here’s the real question: Has any of it actually changed how your team works? For many IT and support teams, the answer is no. Feedback gets collected, maybe reviewed—but rarely acted on. Meanwhile, users are still frustrated,…
Generative AI
Top 7 CEOs on Agentic AI: Insights from the Frontlines of Innovation
Agentic AI is no longer an abstract concept being kicked around in think tanks. It’s actively reshaping how work gets done inside the world’s most influential companies. As AI agents begin taking on tasks once handled solely by people, CEOs are responding with both urgency and vision. One quote, in particular, stands out for anyone…
Generative AI
Agentic AI’s Relevance and Importance to ITSM
In the last few years, the relevance and importance of artificial intelligence (AI) to IT service management (ITSM) capabilities have changed rapidly. Undoubtedly, AI is the most important change of the last two decades and it has gained mainstream traction like no other ITSM trend before it. Now, advances in AI technologies have brought about…
