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Voices of Change
The thinking you need to create value for your business by embracing change, by Accenture.
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Some movie magic is real with cloud
Some movie magic is real with cloud
Have you ever imagined playing the role of a spy like James Bond? Any 007 fan knows that saving the day takes more than smarts and agility…
Teresa Tung
Mar 30, 2022
Inflation and economic uncertainty: What CEOs need to do now
Inflation and economic uncertainty: What CEOs need to do now
When I first wrote about inflation and economic uncertainty back in September, there was much speculation about whether it was transitory…
Praveen Kishorepuria
Feb 10, 2022
Are you ready for a service infusion? Here are 3 ways to get started.
Are you ready for a service infusion? Here are 3 ways to get started.
Whether your organization refers to it as “customer support,” “customer care” or “help desk,” the customer service function typically…
Erika Simpson
Jan 31, 2022
How can you use AI to support better conversations?
How can you use AI to support better conversations?
Service interactions are the heart of your brand and the core of your relationship with the customer. We are in a world where customer…
Erika Simpson
Jan 24, 2022
Show empathy or know context: Which matters more?
Show empathy or know context: Which matters more?
There’s no question that empathy is key in customer service and support, but it’s only a limited part of the success equation. When an…
Erika Simpson
Nov 15, 2021
What is the Cloud Continuum made up of?
What is the Cloud Continuum made up of?
You probably have heard talk about the emerging Cloud Continuum. Is it another tech buzzword? Not this time. In fact, the Cloud Continuum…
Teresa Tung
Nov 4, 2021
Better service? Empower customers to build their own
Better service? Empower customers to build their own
Many of us welcome bring-your-own-bottle in restaurants (BYOB) and bring-your-own device (BYOD) for technology. What if you could offer…
Erika Simpson
Oct 21, 2021
Sustainability: Why you need to build it in, not bolt it on
Sustainability: Why you need to build it in, not bolt it on
I was in the kitchen chopping vegetables, listening to the latest episode of Accenture’s Built for Change podcast. Jean-Marc was talking…
Lucy S. Cooper
Aug 11, 2021
Why customer service is your most important product
Why customer service is your most important product
First-call resolution. Average handle time. Transfer rate. Self-service utilization. For decades, companies have used these and similar…
Erika Simpson
Aug 10, 2021
Why a holistic management style leaves employees Net Better Off
Why a holistic management style leaves employees Net Better Off
When I gave myself permission to listen to Accenture’s Built for Change podcast on the topic of building employee trust — 30 minutes out…
Arjun Bedi
Jun 28, 2021
Anyone can code? How to navigate the world of low-code/no-code
Anyone can code? How to navigate the world of low-code/no-code
“Anyone can cook!” So proclaims Chef Auguste Gusteau in one of my family’s favorite movies, “Ratatouille.”
Adam Burden
Jun 22, 2021
The Sweet Spot for Future-Ready Operations
The Sweet Spot for Future-Ready Operations
While many organizations have been having a tough time of late, I’m encouraged to learn from our research that there are some industries…
Manish Sharma
Jun 17, 2021
How to put people first when tech is your strategy
How to put people first when tech is your strategy
A firsthand account on why we can’t leave people behind during tech innovation
Dr. Kelly Monahan
Jun 7, 2021
3 reasons why people want to return to an office
3 reasons why people want to return to an office
According to over 9,320 global workers surveyed
Dr. Kelly Monahan
Jun 7, 2021
What connects Agile and DevOps to customer experience?
What connects Agile and DevOps to customer experience?
I love a good podcast. And, as a global transformation leader, I know I should deliberately make the time for new ideas — but as a father…
Mirco Hering
May 24, 2021
Cloud and big data: What you need to know in 2021 and beyond
Cloud and big data: What you need to know in 2021 and beyond
Cloud turns big data into data products that connect as part of an even bigger data continuum.
Teresa Tung
May 17, 2021
How can Your Company Move into the Digital Age
How can Your Company Move into the Digital Age
The 4 personas you need to know to upskill your workforce
Dr. Kelly Monahan
May 5, 2021
Why CEOs must aim high if they want future-ready operations
Why CEOs must aim high if they want future-ready operations
Global profits could be US$5.4T higher if organizations moved up from stable, efficient, or predictive to future-ready.
Manish Sharma
Apr 29, 2021
How to make your business an experience engine
How to make your business an experience engine
Written by Jeannine Falcone, Senior Managing Director - Interactive
Accenture
Mar 24, 2021
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