Q&A with Jaime Punishill, CMO at Lionbridge

Jaime Punishill, CMO at Lionbridge is an innovative marketing, channel, and product executive with a proven track record for finding blue ocean strategies and delivering scalable business operations.

Jaime is also an expert in operationalizing design thinking, translating new concepts and trends into workable business plans and operations, and delivering pragmatic innovation within a large enterprise.

MEDIA 7: Could you tell us about your role and journey into marketing?
JAIME PUNISHILL:
As Chief Marketing Officer for Lionbridge, I oversee brand, demand gen, corporate communications, marketing, and customer research. Interestingly enough, I’m not a classic marketer by training. I have spent most of my career on the product side and in digital transformation. I’ve been doing that since the mid-1990s. At some point, it became clear that marketing was the next area that universal digital transformation was going to overtake, and areas like user experience and many other digital functions that had been done separately were going to move under the remit of marketing. I slowly moved into the marketing universe and helped with big digital transformation in my previous company. That led me to take on all our brand, advertising, and integrated marketing. In that way, I ended up with a more traditional marketing role, and that led me to Lionbridge.

M7: As a CMO, what are the biggest challenges you face?
JP:
One of the biggest challenges is the unbelievable explosion in the martech space. I get over 300-400 emails and dozens of phone calls every day from different vendors who are trying to push different tools to help optimize the new digital experience. Keeping track of the rapid pace of evolution and trying to integrate all those tools is single-handedly probably one of the biggest challenges for CMOs. It swallows historical challenges, like getting the company to buy into a new understanding of the digital universe, or getting people to appreciate customer research and customer feedback.
These are always challenges, but they are all lower in scale now than just sheer digital transformation and the volume of tools and resources that accompany that transformation. There’s so much noise, and it’s really hard to tell what’s real and what’s not real.


"Keeping track of the rapid pace of evolution and trying to integrate all those tools is single-handedly probably one of the biggest challenges for CMOs."

M7: What was the most successful marketing campaign you have ever worked on? What made it so successful?
JP:
In my previous organization, we led a re-brand of the company in its first-ever national advertising campaign. That meant we weren’t constrained by existing rules and assumptions about how things had to be done, so we were able to quite creatively and innovatively harness several digital channels in a way that many of our competitors hadn’t. In terms of revenue or asset flows, new customers, traffic to the website and just about every other metric, it was a tremendous lift. That’s probably the single-most effective marketing campaign I’ve worked on, and it was completely comprehensive. It had a brand component, a communications component, a community component. It had very specific direct targeting and campaigns along with a goal of raising basic awareness. We were targeting by social media profile and audience. I think it was successful largely because it was multi-faceted and end-to-end.

M7: At Lionbridge, how do you see AI evolving with digital media?
JP:
For AI, we are still really in a hype-cycle. There is absolutely no doubt that AI and everything that falls under its purview will have a profound impact on the scale, data, and decisions we are able to process as marketers. The number of simulations and tests we will be able to run to optimize a campaign or project pre-launch, plus the ability for us to pivot real-time and use new insights, will be absolutely profound. But I think we are still very early in the journey. There’s more hype than substance right now. I’m not skeptical about AI’s eventual impact at all. But right now, the tools are not mature, and we are not mature in our understanding of AI, even regarding some of the most impactful ways to use it. So, I’m super optimistic over a 3-5-7-year period. But, I’m very skeptical over a 6-12-24-months period.


"AI and everything that falls under its purview will have a profound impact on the scale, data, and decisions we are able to process as marketers."

M7: How does the acquisition of Gengo strengthen Lionbridge’s position in machine learning?
JP: We are one of the world leaders in AI training data services. The fuel that makes AI work effectively is incredibly high volumes of high-quality data. And the problem is, as we know, most organizations have not done a good job being stewards of their data. Their data exists in lots of places, their data is not clean, it’s not annotated or mapped, there’s no organizing taxonomy around its structure. CDPs are still relatively early for a lot of folks, and so the catch is that you have lots of data, but that data may be largely unusable. Sort of like, there is a lot of oil in the ground, but just because the oil is in the ground doesn’t mean you have gas that works in your car or in a plane. A lot has to happen to refine it, to get it ready. The same is true with data “fuel.”

The good news is that we are one of the world leaders in helping companies refine their data so it’s usable in training their AI systems. Identifying and collecting data, and giving that data meaning, for example, is it metadata or actual data, is that an important variable or not an important variable, etc., is an integral step in the machine learning process. We help companies collect data, organize it, give it meaning so it can best feed our customers’ AI platforms.

We do this by activating our one million-strong SmartCrowd. The Gengo platform really helps us create a scalable system that will allow more companies to be able to improve the quality of their AI training data and, in turn, the quality of their AI.

M7: How do you stay updated on the latest trends in marketing technology?
JP: 
I read a lot. I get a couple of hundred emails a day. Part of that is because I sign up for lots of different sources of information. I think you have to consume a tremendous amount of information right now to pull in all the weak signals. And I probably dedicate more of my days than I would normally to looking at new capabilities just to keep me informed and up-to-date. This allows me to get a sense of when I think something is at a point where we can use it and harness something early for a strategic advantage.


"Most organizations have not done a good job being stewards of their data. Their data exists in lots of places, their data is not clean, it’s not annotated or mapped, there’s no organizing taxonomy around its structure."

M7: What are the top 3 trends that you foresee for 2019 going into 2020?
JP:
We are going to hear more about AI. We will see more examples of it not working in the next 18 months than we will see examples of it working, but I think that’s a short-term phenomenon, and we will work out the issues.

I think there is absolutely no doubt that we are going to see an increase in the production and consumption of video and its import in the production cycle. People are consuming more and more videos, and even B2B buyers are much more heavily consuming videos as a way to absorb a lot of information in a pretty short period of time. In 2-3 minutes, you can convey a lot more, and frankly people can understand a lot more than if they spend 20 minutes reading a whitepaper or something of that nature.

And clearly, voice search is on a big rise. There are a couple of key reasons for that. If you think about the US workforce, half of it now only knows a universe where Google is the dominant information organizational paradigm. Pair that with the sheer explosion of speech applications and devices, whether in your home, in your car, or in your hand—today, every phone is speech-enabled. It’s clear that all the large players are investing a tremendous amount of effort into proving the quality of voice search, and an increasing number of users are speaking to a device or multiple devices to get information. That’s a real challenge for organizations and marketers, because the way people speak to their device and physically ask for information is not the same as how they type a query into a search engine. So, the whole way in which we optimize and organize for search results in a voice-search world is quite different than in a text-based or type-based universe.  

M7: What is your superpower?
JP:
I’m not really sure I have a superpower. But there’s something I think I do that seems to be more of a struggle for some others. I’m able to assemble a collection of weak signals to predict what is going to happen before it happens. I really believe all the information is there, but I seem to be able to use that information to make some good bets about what the future holds.

ABOUT LIONBRIDGE

Lionbridge partners with brands to break barriers and build bridges all over the world. For more than 20 years, we have helped companies connect with global customers by delivering marketing, testing and globalization services in more than 300 languages. Through our world-class platform, we orchestrate a network of 500,000 passionate experts in 5,000-plus cities, who partner with brands to create culturally rich experiences. Relentless in our love for linguistics, we use the best of human and machine intelligence to forge understanding that resonates with our customers’ customers. Based in Waltham, Mass., Lionbridge maintains solution centers in 27 countries. Learn more at www.lionbridge.com.

More C-Suite on deck

Internet Connectivity Without Complexity: Greg Davis shares Bigleaf's journey

Media 7 | July 19, 2023

Greg Davis is a senior executive with a 25-year track record of scaling businesses and creating enterprise value through strategic revitalization, increased profitability, decreased working capital needs, and revenue growth. Read more to know about his thoughts on importance of content syndication practices in IT industry.

Read More

‘Intelligent Automation has the potential to save over 10 million lives each year,’ says Aera Technology’s Pascal Bornet

Media 7 | April 5, 2022

Pascal Bornet, Chief Data Officer at Aera Technology sheds light on his first guide book ‘Intelligent Automation’ and Industry 4.0 revolution. Read on to know more about his thoughts on improving customer experience, the impact of automation on knowledge workers and IA transformations in his latest interview with Media 7.

Read More

'Over the next five years, the role of analytics and big data will become increasingly critical for businesses, says Dan Fiehn, COO at Incited.

Media 7 | March 28, 2022

Dan Fiehn, Chief Operating Officer at Incited, elaborates on how Incited is accelerating insurers' digital journeys with their platform IMMERSA365. Read on to know more about his thoughts on the impact of Big Data and navigating complex ESG agenda.

Read More

Internet Connectivity Without Complexity: Greg Davis shares Bigleaf's journey

Media 7 | July 19, 2023

Greg Davis is a senior executive with a 25-year track record of scaling businesses and creating enterprise value through strategic revitalization, increased profitability, decreased working capital needs, and revenue growth. Read more to know about his thoughts on importance of content syndication practices in IT industry.

Read More

‘Intelligent Automation has the potential to save over 10 million lives each year,’ says Aera Technology’s Pascal Bornet

Media 7 | April 5, 2022

Pascal Bornet, Chief Data Officer at Aera Technology sheds light on his first guide book ‘Intelligent Automation’ and Industry 4.0 revolution. Read on to know more about his thoughts on improving customer experience, the impact of automation on knowledge workers and IA transformations in his latest interview with Media 7.

Read More

'Over the next five years, the role of analytics and big data will become increasingly critical for businesses, says Dan Fiehn, COO at Incited.

Media 7 | March 28, 2022

Dan Fiehn, Chief Operating Officer at Incited, elaborates on how Incited is accelerating insurers' digital journeys with their platform IMMERSA365. Read on to know more about his thoughts on the impact of Big Data and navigating complex ESG agenda.

Read More

Related News

General AI

Springbrook Releases New AI Powered Customer Support Help Desk

PR Newswire | October 31, 2023

Springbrook Software, the leader in cutting-edge ERP platforms for local government agencies, has released a new modern AI-powered customer service solution: HelpDesk AI. The Springbrook HelpDesk AI empowers customers with lightning-fast access to vital product information, expediting their requests. This dynamic solution provides access to an extensive knowledge library covering all Springbrook Enterprise ERP modules, spanning Finance, HR, Payroll, Utility Billing, Payment Solutions, Tax Collection, Reporting, and Advanced Capital Budgeting. Springbrook's HelpDesk AI harnesses ChatGPT technology and taps into Springbrook's immense product content library, packed with terabytes of video and textual resources. We are committed to providing our customers with the most advanced and easy to use solutions to address their everyday needs. Utilizing Artificial Intelligence in customer service takes us one step further in making our customer's works easier. Our new HelpDesk AI continually evolves through each customer interaction, fine-tuning its content delivery. Expect more groundbreaking technology like this across our Cirrus cloud-based finance ERP platform, says Robert Bonavito, Springbrook CEO. Springbrook's HelpDesk AI boasts adaptive learning capabilities, expertly guiding customers to the right content using a series of questions and prompts. Backed by thousands of hours of customer service interactions, this solution is primed to handle virtually any request for training, guidance, or product details. About Springbrook Software Springbrook Software is the country's leading cloud-based finance and administration software provider designing solutions specifically for small to medium sized local government agencies. Over 2800 cities, towns and districts from coast to coast use our suite of modern, high-performance solutions to manage their finances, HR, payroll, utility billing, reporting and collect citizen payments. Springbrook is headquartered in Portland, Oregon with regional presence in over 40 states, and seven countries internationally. www.springbrooksoftware.com

Read More

AI Tech

Deloitte and ServiceNow Expand Alliance to Integrate Now Assist Generative AI Capabilities With Next-Generation Managed Services

Business Wire | October 30, 2023

Deloitte and ServiceNow (NYSE: NOW) today announced an expansion to their alliance to integrate Now Assist generative AI capabilities with next-generation managed services. The alliance will provide end-to-end managed services and beyond, known in the industry as Operate services, through the combination of Deloitte’s domain and industry experience coupled with ServiceNow’s generative AI-enabled enterprise platform. Deloitte will also pioneer the use of ServiceNow’s platform to scale their client Operate services globally. In today's challenging market conditions, many organizations often face inefficiencies and loss of productivity due to siloed operations across enterprise functions, such as finance, HR, IT, supply chain and procurement. This lack of agility is causing many organizations to rethink how they can boost efficiencies across their businesses through evolving generative AI technology to gain a competitive advantage. Generative AI is number one on the list of C-suite emerging technology investment priorities over the next twelve months, and in the next 3 to 5 years, revenue growth is the top long-term business outcome executives are looking to achieve with generative AI initiatives, according to IDC. With generative AI at the heart of our expanded alliance, Deloitte and ServiceNow are positioned to help organizations realize their business transformation agendas through end-to-end Operate solutions, said Joe Ucuzoglu, Deloitte Global CEO. Leading organizations are seeking industry-tailored technology solutions to accelerate the time to value, which is exactly what our expanded alliance will deliver. “Deloitte’s commitment to enhance their service offerings with ServiceNow’s Now Assist generative AI capabilities demonstrates its market-leading innovation on behalf of customers around the world,” said ServiceNow Chairman and CEO Bill McDermott. “This kind of co-development creates a fly-wheel effect for businesses – more use cases drive more workflow automation. Together, ServiceNow and Deloitte can deliver superior digital transformation to help customers in every industry improve their business.” Deloitte’s Operate services are focused on helping customers manage their organizations’ ongoing operational and technology needs through strategically enhancing technology applications, cloud, and infrastructure, while also delivering ongoing advisory, data, and analytics services to help exceed customers’ business transformation agendas. OperateEdge, Deloitte’s proprietary Operate management and delivery platform, combines data, tools and knowledge driven by Deloitte’s methodologies, industry standards, and leading AI practices. Industries and business areas will see a dramatic change in outcomes via Deloitte’s industry experience—and by using ServiceNow as the platform to scale client Operate services globally. Examples include: Incident management allows for greatly improved productivity and experience through faster resolutions. The overall workload across the service delivery spectrum can improve efficiency by 20 to 30 percent. Customer Service Management can streamline the customer engagement process from beginning to end by rapidly generating summaries from cases and chats, reducing the overall manual work for agents. HR Service Delivery can enable generative AI capabilities for Case and Knowledge Management to boost agent productivity and deliver faster case resolution for employees, improving overall experience. Through Deloitte’s industry experience—and by using ServiceNow as the platform to scale client Operate services across the globe—the companies also plan on delivering transformation across industries and business areas. Examples include: Supply Chain: Can enable organizations to achieve sustained value across the supply chain and manufacturing functions, by operating client’s supply chain end-to-end, and leveraging AI-enabled assets to deliver value in quality, cycle times, asset efficiency and overall cost optimization. Financial Services: Deliver leading operations and technology capabilities, specialized talent, and advanced technologies to streamline, automate and operate multiple functions, by managing assets across the spectrum of specialists and technology solutions to accelerate the organization’s transformation goals. Life Sciences and Healthcare: Manage, run, reimagine, and transform core healthcare processes such as clinical operations, patient/clinician engagement, supply chain and administrative cost management, using analytics and AI-driven operations for patients, members, and clinicians to have a differentiated experience. Sustainability: Manage, visualize, report and mitigate on sustainability initiatives, policies, and compliance, by leveraging data and generative AI to unlock valuable insights that propel sustainable logistics, reduce carbon emissions, and drive progress towards an organization’s sustainability and climate goals. According to Deloitte Consulting’s latest Global Shared Services and Outsourcing Survey, 67% of executives indicate a budget increase for Operate services. In addition, Deloitte’s recent thought leadership with Harvard Business Review showcases how bringing in outside experience for core functions is changing the shape of business. Key benefits include replacing traditional outsourced service projects that focus on simple task completion and cost reduction with outcome-oriented engagements that allow organizations to operate with greater agility. Deloitte is also infusing generative AI applications and capabilities across its organization to help its professionals become more efficient and productive. As part of this ongoing commitment, Deloitte is rolling out purpose-specific Large Language Models (LLMs) to support specialized teams across its business, building on Deloitte’s proprietary and deep knowledge of industries and domains, enriched with other data and insights. Additionally, Deloitte is increasing AI fluency, training more than 120,000 professionals as part of the next generation of AI talent via the Deloitte AI Academy™, as well as investing more than $2 billion in global technology learning and development initiatives through the Deloitte Technology Academy program, to boost skills in AI as well as other key industries and functional areas. ‘’This is an exciting step in our combined Deloitte and ServiceNow AI journey where we are continuing to bring together leading, unique industry assets and services that help address complex challenges that clients need to overcome, with a dedicated ServiceNow Assets & Solutions group (ASG) of professionals, unlocking more value from their investments with speed, scale and insight,’’ said Asish Ramchandran, Deloitte’s Chief Commercial Officer for the ServiceNow alliance. Deloitte and ServiceNow are building on an eleven-year alliance. Most recently, Deloitte launched a dedicated ServiceNow Assets & Solutions Group (ASG), a team built to harness the power of the ServiceNow platform to deliver industry-specific outcomes for customers. Additionally, Deloitte has been presented with several ServiceNow awards in 2023, including: Americas Service Provider Partner of the Year, Worldwide Manufacturing Industry Partner of the Year, Worldwide Built with ServiceNow Offering Partner of the Year, Worldwide Employee Workflow Partner of the Year, APJ Customer Workflow Partner of the Year, and EMEA Transformation Partner of the Year.

Read More

Software

BMC Software Announces AIOps in BMC Helix for AI-Optimized IT Ops

BMC Software | November 06, 2023

BMC Software's new AIOps capabilities in BMC Helix Operations Management use AI for quick IT issue resolution. The solution boosts IT operations in hybrid, multi-cloud environments, enhancing visibility and service performance. New features like service blueprints, causal AI-powered explainability, and AIOps situation fingerprinting expedite incident resolution and risk recovery. BMC Software, a global leader in IT solutions, announces new AIOps capabilities for its BMC Helix Operations Management solution using the BMC HelixGPT capability. The solution uses advanced AI to find problems' root causes more quickly. It changes the way IT works by adding dynamic service modeling, situation explainability, and deep container auto-detection to better understand containerized environments. As businesses grapple with complex hybrid, multi-cloud environments and increasing data volume and complexity, the need for advanced AI and machine learning to drive visibility, observability, and optimum business service performance is paramount. Nancy Gohring, research director for IDC's Enterprise System Management, Observability and AIOps program, emphasized the importance of modernizing IT operations in line with the adoption of hybrid and cloud-native technologies. AIOps capabilities that leverage AI to pinpoint problem causes, guide users to the correct response, and predict potential future issues are key to ensuring service delivery aligns with business outcomes. The BMC Helix Operations Management solution combines advanced causal AI to identify issue root causes, predictive AI for proactive problem identification and resolution, and generative AI for automating event summaries and best action recommendations for complex problems. These innovations enable IT operations to deliver higher service availability and resilience to businesses, driving efficient operational performance with greater tool silo visibility and superior AI-driven insights for significantly improved problem identification and repair times. The new BMC Helix Operations Management innovations include out-of-the-box service blueprints, situation explainability powered by causal AI, and AIOps situation fingerprinting powered by AI, GPT, and NLP. These features ensure accurate service models in ever-changing IT environments, swift incident resolution, and faster recovery from service outages and other potential risks. While the new AIOps capabilities in BMC's Helix Operations Management solution offer a host of benefits, they also present potential challenges. The complexity of AI systems can lead to difficulties in understanding and controlling their operations, which could pose challenges in troubleshooting and rectifying issues. Additionally, the heavy reliance on AI might reduce the level of human oversight in IT operations, which could be risky in certain scenarios. The effectiveness of the solution is also heavily dependent on the quality and quantity of data it receives, which might not always be optimal in real-world scenarios. On the brighter side, the benefits of this solution are substantial. The use of advanced AI capabilities allows for swift identification and resolution of IT issues, greatly improving operational efficiency. The solution's ability to enhance IT operations in complex hybrid, multi-cloud environments is a significant advantage, as it provides much-needed visibility and service performance. The new features, including out-of-the-box service blueprints, causal AI-powered explainability, and AIOps situation fingerprinting, ensure swift incident resolution and faster recovery from potential risks. These innovations lead to higher service availability and resilience, which are crucial for businesses in today's digital age. Overall, despite some potential challenges, the BMC Helix Operations Management solution's new AIOps capabilities present a promising advancement in the field of IT operations management.

Read More

General AI

Springbrook Releases New AI Powered Customer Support Help Desk

PR Newswire | October 31, 2023

Springbrook Software, the leader in cutting-edge ERP platforms for local government agencies, has released a new modern AI-powered customer service solution: HelpDesk AI. The Springbrook HelpDesk AI empowers customers with lightning-fast access to vital product information, expediting their requests. This dynamic solution provides access to an extensive knowledge library covering all Springbrook Enterprise ERP modules, spanning Finance, HR, Payroll, Utility Billing, Payment Solutions, Tax Collection, Reporting, and Advanced Capital Budgeting. Springbrook's HelpDesk AI harnesses ChatGPT technology and taps into Springbrook's immense product content library, packed with terabytes of video and textual resources. We are committed to providing our customers with the most advanced and easy to use solutions to address their everyday needs. Utilizing Artificial Intelligence in customer service takes us one step further in making our customer's works easier. Our new HelpDesk AI continually evolves through each customer interaction, fine-tuning its content delivery. Expect more groundbreaking technology like this across our Cirrus cloud-based finance ERP platform, says Robert Bonavito, Springbrook CEO. Springbrook's HelpDesk AI boasts adaptive learning capabilities, expertly guiding customers to the right content using a series of questions and prompts. Backed by thousands of hours of customer service interactions, this solution is primed to handle virtually any request for training, guidance, or product details. About Springbrook Software Springbrook Software is the country's leading cloud-based finance and administration software provider designing solutions specifically for small to medium sized local government agencies. Over 2800 cities, towns and districts from coast to coast use our suite of modern, high-performance solutions to manage their finances, HR, payroll, utility billing, reporting and collect citizen payments. Springbrook is headquartered in Portland, Oregon with regional presence in over 40 states, and seven countries internationally. www.springbrooksoftware.com

Read More

AI Tech

Deloitte and ServiceNow Expand Alliance to Integrate Now Assist Generative AI Capabilities With Next-Generation Managed Services

Business Wire | October 30, 2023

Deloitte and ServiceNow (NYSE: NOW) today announced an expansion to their alliance to integrate Now Assist generative AI capabilities with next-generation managed services. The alliance will provide end-to-end managed services and beyond, known in the industry as Operate services, through the combination of Deloitte’s domain and industry experience coupled with ServiceNow’s generative AI-enabled enterprise platform. Deloitte will also pioneer the use of ServiceNow’s platform to scale their client Operate services globally. In today's challenging market conditions, many organizations often face inefficiencies and loss of productivity due to siloed operations across enterprise functions, such as finance, HR, IT, supply chain and procurement. This lack of agility is causing many organizations to rethink how they can boost efficiencies across their businesses through evolving generative AI technology to gain a competitive advantage. Generative AI is number one on the list of C-suite emerging technology investment priorities over the next twelve months, and in the next 3 to 5 years, revenue growth is the top long-term business outcome executives are looking to achieve with generative AI initiatives, according to IDC. With generative AI at the heart of our expanded alliance, Deloitte and ServiceNow are positioned to help organizations realize their business transformation agendas through end-to-end Operate solutions, said Joe Ucuzoglu, Deloitte Global CEO. Leading organizations are seeking industry-tailored technology solutions to accelerate the time to value, which is exactly what our expanded alliance will deliver. “Deloitte’s commitment to enhance their service offerings with ServiceNow’s Now Assist generative AI capabilities demonstrates its market-leading innovation on behalf of customers around the world,” said ServiceNow Chairman and CEO Bill McDermott. “This kind of co-development creates a fly-wheel effect for businesses – more use cases drive more workflow automation. Together, ServiceNow and Deloitte can deliver superior digital transformation to help customers in every industry improve their business.” Deloitte’s Operate services are focused on helping customers manage their organizations’ ongoing operational and technology needs through strategically enhancing technology applications, cloud, and infrastructure, while also delivering ongoing advisory, data, and analytics services to help exceed customers’ business transformation agendas. OperateEdge, Deloitte’s proprietary Operate management and delivery platform, combines data, tools and knowledge driven by Deloitte’s methodologies, industry standards, and leading AI practices. Industries and business areas will see a dramatic change in outcomes via Deloitte’s industry experience—and by using ServiceNow as the platform to scale client Operate services globally. Examples include: Incident management allows for greatly improved productivity and experience through faster resolutions. The overall workload across the service delivery spectrum can improve efficiency by 20 to 30 percent. Customer Service Management can streamline the customer engagement process from beginning to end by rapidly generating summaries from cases and chats, reducing the overall manual work for agents. HR Service Delivery can enable generative AI capabilities for Case and Knowledge Management to boost agent productivity and deliver faster case resolution for employees, improving overall experience. Through Deloitte’s industry experience—and by using ServiceNow as the platform to scale client Operate services across the globe—the companies also plan on delivering transformation across industries and business areas. Examples include: Supply Chain: Can enable organizations to achieve sustained value across the supply chain and manufacturing functions, by operating client’s supply chain end-to-end, and leveraging AI-enabled assets to deliver value in quality, cycle times, asset efficiency and overall cost optimization. Financial Services: Deliver leading operations and technology capabilities, specialized talent, and advanced technologies to streamline, automate and operate multiple functions, by managing assets across the spectrum of specialists and technology solutions to accelerate the organization’s transformation goals. Life Sciences and Healthcare: Manage, run, reimagine, and transform core healthcare processes such as clinical operations, patient/clinician engagement, supply chain and administrative cost management, using analytics and AI-driven operations for patients, members, and clinicians to have a differentiated experience. Sustainability: Manage, visualize, report and mitigate on sustainability initiatives, policies, and compliance, by leveraging data and generative AI to unlock valuable insights that propel sustainable logistics, reduce carbon emissions, and drive progress towards an organization’s sustainability and climate goals. According to Deloitte Consulting’s latest Global Shared Services and Outsourcing Survey, 67% of executives indicate a budget increase for Operate services. In addition, Deloitte’s recent thought leadership with Harvard Business Review showcases how bringing in outside experience for core functions is changing the shape of business. Key benefits include replacing traditional outsourced service projects that focus on simple task completion and cost reduction with outcome-oriented engagements that allow organizations to operate with greater agility. Deloitte is also infusing generative AI applications and capabilities across its organization to help its professionals become more efficient and productive. As part of this ongoing commitment, Deloitte is rolling out purpose-specific Large Language Models (LLMs) to support specialized teams across its business, building on Deloitte’s proprietary and deep knowledge of industries and domains, enriched with other data and insights. Additionally, Deloitte is increasing AI fluency, training more than 120,000 professionals as part of the next generation of AI talent via the Deloitte AI Academy™, as well as investing more than $2 billion in global technology learning and development initiatives through the Deloitte Technology Academy program, to boost skills in AI as well as other key industries and functional areas. ‘’This is an exciting step in our combined Deloitte and ServiceNow AI journey where we are continuing to bring together leading, unique industry assets and services that help address complex challenges that clients need to overcome, with a dedicated ServiceNow Assets & Solutions group (ASG) of professionals, unlocking more value from their investments with speed, scale and insight,’’ said Asish Ramchandran, Deloitte’s Chief Commercial Officer for the ServiceNow alliance. Deloitte and ServiceNow are building on an eleven-year alliance. Most recently, Deloitte launched a dedicated ServiceNow Assets & Solutions Group (ASG), a team built to harness the power of the ServiceNow platform to deliver industry-specific outcomes for customers. Additionally, Deloitte has been presented with several ServiceNow awards in 2023, including: Americas Service Provider Partner of the Year, Worldwide Manufacturing Industry Partner of the Year, Worldwide Built with ServiceNow Offering Partner of the Year, Worldwide Employee Workflow Partner of the Year, APJ Customer Workflow Partner of the Year, and EMEA Transformation Partner of the Year.

Read More

Software

BMC Software Announces AIOps in BMC Helix for AI-Optimized IT Ops

BMC Software | November 06, 2023

BMC Software's new AIOps capabilities in BMC Helix Operations Management use AI for quick IT issue resolution. The solution boosts IT operations in hybrid, multi-cloud environments, enhancing visibility and service performance. New features like service blueprints, causal AI-powered explainability, and AIOps situation fingerprinting expedite incident resolution and risk recovery. BMC Software, a global leader in IT solutions, announces new AIOps capabilities for its BMC Helix Operations Management solution using the BMC HelixGPT capability. The solution uses advanced AI to find problems' root causes more quickly. It changes the way IT works by adding dynamic service modeling, situation explainability, and deep container auto-detection to better understand containerized environments. As businesses grapple with complex hybrid, multi-cloud environments and increasing data volume and complexity, the need for advanced AI and machine learning to drive visibility, observability, and optimum business service performance is paramount. Nancy Gohring, research director for IDC's Enterprise System Management, Observability and AIOps program, emphasized the importance of modernizing IT operations in line with the adoption of hybrid and cloud-native technologies. AIOps capabilities that leverage AI to pinpoint problem causes, guide users to the correct response, and predict potential future issues are key to ensuring service delivery aligns with business outcomes. The BMC Helix Operations Management solution combines advanced causal AI to identify issue root causes, predictive AI for proactive problem identification and resolution, and generative AI for automating event summaries and best action recommendations for complex problems. These innovations enable IT operations to deliver higher service availability and resilience to businesses, driving efficient operational performance with greater tool silo visibility and superior AI-driven insights for significantly improved problem identification and repair times. The new BMC Helix Operations Management innovations include out-of-the-box service blueprints, situation explainability powered by causal AI, and AIOps situation fingerprinting powered by AI, GPT, and NLP. These features ensure accurate service models in ever-changing IT environments, swift incident resolution, and faster recovery from service outages and other potential risks. While the new AIOps capabilities in BMC's Helix Operations Management solution offer a host of benefits, they also present potential challenges. The complexity of AI systems can lead to difficulties in understanding and controlling their operations, which could pose challenges in troubleshooting and rectifying issues. Additionally, the heavy reliance on AI might reduce the level of human oversight in IT operations, which could be risky in certain scenarios. The effectiveness of the solution is also heavily dependent on the quality and quantity of data it receives, which might not always be optimal in real-world scenarios. On the brighter side, the benefits of this solution are substantial. The use of advanced AI capabilities allows for swift identification and resolution of IT issues, greatly improving operational efficiency. The solution's ability to enhance IT operations in complex hybrid, multi-cloud environments is a significant advantage, as it provides much-needed visibility and service performance. The new features, including out-of-the-box service blueprints, causal AI-powered explainability, and AIOps situation fingerprinting, ensure swift incident resolution and faster recovery from potential risks. These innovations lead to higher service availability and resilience, which are crucial for businesses in today's digital age. Overall, despite some potential challenges, the BMC Helix Operations Management solution's new AIOps capabilities present a promising advancement in the field of IT operations management.

Read More

Spotlight

Lionbridge

Lionbridge

Lionbridge partners with brands to break barriers and build bridges all over the world. For more than 20 years, we have helped companies connect with global customers by delivering marketing, testing and globalization services in more than 300 languages. Through our world-class platform, we orchestr...

Events

Resources