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Overview
Insights From Analytics by @ctsmithiii provides information to help companies use data and technology to improve UX/CX while reducing costs by interviewing and sharing knowledge from IT professionals and their clients.
News
When Leadership's Best Guess Meets What Guests Actually Do
How Resorts World Las Vegas Found $135,000 a Month Hiding in a Rate Plan Nobody Wanted Margo O'Neill, director of revenue systems at Resorts World Las Vegas, almost lost an argument she didn't know she needed to win. Leadership wanted to cut a rate plan c
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The ServiceNow Backlog Problem Has an AI Fix - And It Doesn't Require More Developers
Most ServiceNow teams have a backlog that never seems to shrink. A new agentic AI from Dyna Software is designed to change that - by letting business teams get things built without waiting in the developer queue. If you run IT or operations at a company u
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Stop Talking About AI. Start Talking About What It Actually Does.
AI and public trust are at a crossroads. It's time to stop debating what AI might do and start focusing on what it actually does - for real people, in real work, on a real Wednesday afternoon. A new Quinnipiac University poll of roughly 1,400 Americans ju
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The Third Door: Why AI Amplification Beats Automation-First
Most organizations are debating the wrong choice. Derek Crager, founder of Practical AI and creator of Pocket Mentor, makes the case for a third path - one where AI makes people better at their jobs instead of replacing them. About 80% of workers today be
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The Software You Buy Isn't the Software Your People Use
Enterprise software adoption has always been a problem. AI made it urgent. Here is a number worth sitting with: only one in five companies has a mature model for governing autonomous AI agents. That's from Deloitte. Pendo CEO Todd Olson cited it at the op
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