IT Sourcing News Team

300 posts
siam skills for it

Are SIAM Skills Essential for High-Impact Careers in Modern IT?

While SIAM expertise skyrockets in demand, 62% of IT professionals lack these essential skills. Learn why your career growth depends on mastering them.
measuring complex service performance

Why Service Integrator Performance Escapes Traditional Metrics

Your service integrator metrics look perfect, but they’re lying to you. Learn why traditional KPIs fail to expose critical performance gaps in integration services.
ai integration in contact centers

What Happens When AI Joins the Contact Center Team: HR and IT Face-Off or Fusion?

When AI enters your contact center, will HR and IT clash or unite? Learn how leading companies navigate this delicate transformation.
ai versus human customer service

Can AI Chatbots Ever Rival Human Agents in Customer Care? The Surprising Battle for Better Service

Are chatbots beating human agents at customer service? Data shows massive cost savings and speed gains, but a startling truth emerges about customer preferences.
human connection over automation

Why Replacing Humans With AI Misses the Real Solution to Customer Service Frustration

Think AI is the ultimate solution for customer service? Data shows how replacing humans with bots can actually hurt your business. See why hybrid models win.
automation enhances customer experiences

Is Automation Behind Today’s Unforgettable Customer Experiences?

AI handles 95% of customer service by 2025, yet 64% of consumers prefer human agents. What’s driving this paradoxical shift in modern business?
emotion ai personalizes experiences

Why Emotion AI Is Shaping Personalization—and the Business Implications

Your customers’ emotions are worth billions – see how Emotion AI’s 21.9% growth transforms personalization and boosts conversion rates by 1.7×.
overloading support with tools

Why More Tools Are Hurting Your Support Team—It’s Time to Prioritize Knowledge

Your support team is drowning in tools, and it’s killing their productivity. See why fewer systems lead to happier customers and better results.
crm battle salesforce vs servicenow

Salesforce and ServiceNow Duel for CRM Supremacy in Customer Experience

Two tech giants clash in a high-stakes CRM battle: Salesforce’s market dominance faces an unexpected threat from ServiceNow’s explosive growth. Who will win?