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Category: Customer Experience
From Physical to Digital Labor: Will Salesforce’s AgentForce 2.0 replace traditional jobs and outsourcing?
Salesforce’s AgentForce 2.0 signals a new era of digital labor, redefining how enterprises manage productivity, outsourcing, and internal workforce models. By integrating AI-driven Digital Workforce Equivalents (DWEs) into its platform, Salesforce positions itself as a cornerstone of the agentic AI revolution, challenging traditional IT and outsourcing paradigms. We believe this release signals a clear path toward the services industry’s shift toward Services-as-Software.Read More
Ten reasons why GPT-4o will pour fuel onto the GenAI smoldering platform
Having multimodal capability that brings speech, text, video, and content together into one singular neural network that we can communicate with in real-time and immerse into our day-to-day activities is the game changer we have been unwittingly waiting for...Read More
We’re entering the Third Phase of AI: Purposeful AI
Welcome to the Purposeful AI where humans set the goals and the boundaries, and your AI is empowered to deliver on the actions. This 'Third Phase of AI' follows from Foundational AI and Generative AI and is designed to make independent decisions – acting with autonomy within human-defined boundaries. Purposeful AI goes beyond a one-time-only assembly of rules of engagement. It will learn from its interactions and from prompts provided by humans to constantly improve its capabilities to action their desired outcomes in real-timeRead More
Process intelligence unlocks faster and better innovation with GenAI
When enterprises define their GenAI adoption roadmap, they must consider the value process intelligence can deliver if they want the technology to reach its full potential. Celonis Founder Alex Rinke sat down with Phil Fersht to talk about the value of partnerships with the likes of of LLaMA and Hugging Face, so it might get even easier to infuse process intelligence with your Generative AI plans.Read More
Not even God can save DXC!
DXC Technology's latest play is to bring Raul Fernandez off the bench as the new interim chief and move on from a difficult four years under Mike Salvino, who's passing the torch. But when you look at the challenges facing this firm, you might just come to the conclusion that not even God can turn this one around.Let's not kid ourselves; this isn't your usual passing of the baton – it's more like handing off a ticking time bomb. The company's market value is literally running on fumes and barely a third of its revenue numbers. And that's not just a hiccup – it's a full-blown identity crisis.Read More
Retail and CPG firms turn to innovation to combat the digital dichotomy
The HFS Horizons: Retail and CPG Service Providers, 2023 report covers 24 leading providers helping their clients embrace innovation, devise new value streams, and realize value during these challenging times of rising costs, interest rates and rapidly changing consumer expectations.Read More
IDP goes beyond document processing to unlock insights from masses of data
HFS has published its first intelligent document processing (IDP) Horizons report covering the broad landscape of IDP vendors landscape engaging with major enterprises.Read More
GenAI is meaningless, unless it is toasted
The tech world must convince people how amazing the GenAI experience is to them, genuinely demonstrating how they can immerse themselves in a new technology that everyone can immerse into their daily lives. GenAI may not be toasted, but it can make you happy.Read More
HFS doubles down on Dana!
With a background in Anthropology and IT, Dana Daher brings a unique human-centered perspective to the world of technology. In her new analyst role with HFS, she will collaborate on key research areas impacting clients across Employee Experiences, including HR technology, EX services, automation, generative AI, DEI, and sustainability.Read More
Ten tectonic reasons why the shift to ChatGPT-4 from ChatGPT-3.5 will change your world
Overnight, you have been gifted with software providing an incredible ability to generate human-like text, understand and respond to queries, perform simple tasks, and even hold a conversation. When you fully immerse yourself in GPT-4, you'll quickly see how rapidly the errors of the previous version have been ironed out with some significant performance improvements.Read More
