SNAPSHOT: As your business navigates today’s uncertainty, knowing where your IT capabilities stand against industry maturity standards — and having expert guidance to reach your goals — is invaluable. Organizations with higher digital maturity are nearly three times more likely to outperform their peers. Purposeful innovation builds resilience and empowers you with the capabilities to stay ahead of the competition.

Emma Mak • Staff Writer

Modernization that Matters

Modernization and innovation are top priorities for IT leaders — but these words often feel more aspirational than actionable.

Customers tell us they want to modernize and improve, but when we ask what that looks like for their organization, the answers can be vague. That’s not a criticism — it’s a reflection of the complexity of today’s IT environments. It’s often hard to define where you are, let alone where you want to go.

That’s where we come in.

Asking the Right Questions

We start by asking questions that matter:

• How modern is your approach to endpoint management?
• Is your Service Desk optimized for today’s demands?
• Are you ready for the next (dreaded) software licensing audit?
• Do you know how well your hardware and software assets are performing together?
• Are your teams fully adopting the tools and platforms you’ve invested in — or are valuable capabilities going unused?

These aren’t easy questions. They’re open-ended, and let’s face it — no one likes to admit they might be behind the curve. Self-assessment is tough. We’ve been through it ourselves. But once we embraced objectivity, we found clarity and a path forward. Now, we help our customers do the same.

Optimizing IT Investments

For large enterprises, IT real estate — spanning data centers, cloud environments, end-user devices, applications, and connectivity — represents one of the most significant investments on the balance sheet. Yet, without clear visibility, these environments often harbor redundancies, inefficiencies, and underutilized assets.

Optimization begins with insight. Maturity assessments help define the ideal and enable leaders to pinpoint where their IT real estate can work smarter, not harder.

Consider the potential impact across key domains:

• Cloud and Infrastructure: Are workloads deployed in the right environments? Are unused or over-provisioned resources driving up costs unnecessarily? A maturity assessment identifies where right-sizing infrastructure can yield significant savings without compromising performance.
• Workplace Technology: End-user devices and digital workplace solutions play a direct role in productivity. Maturity assessments evaluate device lifecycles, support processes, and collaboration tools, helping organizations deliver seamless employee experiences while lowering operational overhead.
• Network & Connectivity: Assessments highlight where network architecture can be streamlined to handle evolving demands, improve security, and support hybrid work and global scalability.
• Security: Evaluating endpoint protection, firewalls, and identity/access controls helps ensure that security investments are aligned with risk posture, compliance requirements, and evolving threat landscapes.
• Endpoint Management: Unified endpoint and experience management assessments help optimize device performance, reduce support costs, and improve user satisfaction across the digital workplace.
• IT Service Management: ITSM and ITAM maturity assessments provide insight into service delivery efficiency, asset utilization, governance practices, and opportunities for automation and standardization.
• Software Asset Management: SAM assessments offer visibility into license usage, compliance risks, and subscription optimization. They help identify underused or redundant software, support budgeting and vendor negotiations, and ensure alignment with business needs and licensing models.

By identifying gaps and prioritizing actions, maturity assessments empower IT leaders to make data-backed investment decisions that maximize ROI and free up resources for innovation.

Objectivity Over Optimism

Modernization starts with a clear, honest picture of where you are. We take our role seriously in helping customers articulate their current state and envision their future.

What’s needed is a clear-eyed, fact-based assessment. No fluff. No jargon. Just a frank discussion about where you are in your IT journey. That’s why our experts have built maturity assessments based on industry-recognized standards.

Each area we assess is broken down into granular measurements to speed up the process and maximize objectivity. Our experts guide you through them, helping you benchmark your environment and uncover opportunities for improvement.

We look at your organization’s:

• Current adoption level of technologies and processes that enable those services
• Capability to deliver best-in-class digital workplace services

By evaluating each area this way, we build a comprehensive picture of your maturity level and identify the areas with the greatest potential for impact. This is a real partnership: one that delivers measurable results and helps you become future-ready.

Innovation That Delivers Impact

There are many ways to improve IT operations – but which improvements will matter most to your business? Our maturity assessments serve as the foundation for identifying gaps, opportunities, and setting clear priorities. From there, we build a tailored roadmap aligned with your business goals and operational realities — ensuring every step is strategic and measurable.

A Powerful Combo: Maturity Assessments + Full Lifecycle Observability (FLO)

To provide maximum value for our customers, we focus on delivering innovation that will:

• Maximize the value of your existing investments
• Enhance the experience for your users and IT teams
• Boost performance across your IT landscape

A key way we’re delivering innovation is through our Full Lifecycle Observability (FLO) Framework. FLO aggregates near real-time data from across your IT landscape, correlating and enriching it with AI-driven insights. Its intuitive dashboards provide a comprehensive view of your environment and highlight opportunities for improvement and optimization.

Getting the Full Benefits of Powerful TOols

Take digital experience monitoring and analytics platforms, for example. Many organizations invest in these tools but fall short of full adoption. FLO helps surface their most useful insights, enabling you to unlock their full potential and maximize ROI.

The same applies for enterprise service management platforms. Whether it’s asset management or optimizing your Service Desk, these are areas where many organizations struggle. With the correlation of multiple data sources, FLO helps clean up your IT data, so you get a true picture of what’s really happening — then we set a course to optimize

Ongoing, Proactive Improvement Recommendations

FLO has transformed the way we engage with our customers. Instead of reactive check-ins or status quo updates, we now lead strategic conversations around recommended improvements to their operations. And these insights aren’t limited to meeting times — customers have direct access to them through FLO’s dashboards, enabling continuous visibility, quick decision-making, and tracking of measurable results.

Real Results. No Bull. A Roadmap Forward.

It begins with a maturity assessment and a conversation. Where are you in your digital transformation journey? Are your IT operations ready to benefit from the insights our FLO Framework can provide? Whether you’re just starting your modernization journey or looking to accelerate it, our approach offers both a clear roadmap and the implementation expertise to help you move forward with confidence.

We view these assessments as part of a long-term partnership with you — not a sales exercise. While new solutions may sometimes be the right next step, our primary focus is on helping you get more from what you already have. It’s about gaining clarity, establishing accountability, and identifying practical steps for progress.

With this approach, we’ve found that when it’s time for Quarterly Business Reviews (QBRs), we don’t need to scramble to prove value. The insights generated through our assessments, and the ongoing visibility provided by FLO, make progress transparent and measurable.

Stop guessing how to best harness innovation for your IT environment. Let’s assess what you have, identify what matters most, and chart a clear path ahead. We’ll help you get there.

The post Maturity Assessments Set a Clear Path to IT Modernization appeared first on Compucom.

Emma Mak • Staff Writer

What is an AI-forward company? To us, it’s one that actively integrates artificial intelligence into its core operations, strategies, and decision-making processes, leveraging AI to drive innovation, improve efficiency, and create business opportunities.  

AI-Forward: A Balanced and Strategic Approach to AI

Compucom is an AI-forward company. We leverage AI internally and, as a managed services provider (MSP) dedicated to continuously increasing the value we provide our customers, we integrate AI extensively into our services, helping our customers take advantage of the strategic benefits of AI for their business. 

Being an AI-forward company involves recognizing AI’s strengths and limitations to implement the best solutions for ourselves and our customers. Businesses can significantly enhance their IT operations by effectively leveraging AI to drive efficiency and innovation. However, being aware of potential drawbacks is crucial to ensure a balanced and strategic approach. 

The Strengths and Challenges of AI in the Enterprise

Wherever AI is implemented in the enterprise, there are some common challenges: 

• High Implementation Costs: The initial investment in AI technology, the necessary infrastructure, and training can be substantial, so ROI should be considered. 

• Data Privacy and Security Concerns: Handling large amounts of sensitive employee or customer data raises significant privacy and security issues. 

• Dependence on Quality Data: AI’s effectiveness relies heavily on the quality of data it processes. Poor data quality leads to inaccurate insights and decisions. 

However, with these challenges addressed, AI has the potential to empower enterprises to operate with enhanced agility, foresight, and precision within various facets of operations, including in the realms of IT management. 

How we use AI to Help Technology Leaders Overcome Challenges

Technology leaders are navigating a trifecta of challenges: 

• Economic Uncertainty: Pressure to achieve more with less is intensifying. 

• Digital Employee Experience (DEX): Delivering superior DEX is essential for productivity and satisfaction. 

• Complex IT Landscape: Managing an increasingly intricate array of tools, systems, and processes is daunting. 

We harness the power of AI within our Full Lifecycle Observability Framework (FLO Framework) to provide comprehensive visibility and empower IT leaders with insightful, AI-driven data. This helps us empower customers with proactive decision-making, operational efficiency, and an enhanced digital experience. In our FLO Framework, AI is more than just a tool — it’s a strategic partner that helps us simplify IT complexity and drive value. 

The FLO Framework’s flexible data, analytics, and automation capabilities enable monitoring, analysis, and insights across all IT systems and services helping organizations: 

1. Do More with Less 

For many IT leaders, the mantra “doing more with less” dominates strategic planning. According to a Lakeside Software survey, 65% of IT leaders prioritize streamlining operations amid economic uncertainty. AI can be a crucial ally here by automating repetitive tasks and processes, freeing up valuable resources for strategic initiatives.  

As part of our Infrastructure and Cloud Services, we provide AIOps capabilities for real-time insights and predictive capabilities that help cut costs without sacrificing quality or performance. 

2. Elevating the Digital Employee Experience 

Enhancing DEX requires more than flashy technology; it involves ensuring employees have seamless interactions with their digital tools. Lakeside Software reports that 45% of IT leaders prioritize DEX to boost productivity, morale, and job satisfaction.  

Experience Management underpins all our services. We use AI-driven monitoring tools to proactively identify and resolve issues before they disrupt workflows, ultimately fostering a culture of continuous improvement. 

3. Simplifying IT Complexity 

IT complexity often bogs down enterprise efforts, leading to delays and frustration. Simplification is key for operational efficiency and effective project management.  

Our FLO Framework is foundational to all our services and includes our Experience Management and AIOps capabilities. It features a technology stack that delivers real-time AI-driven insights through a centralized dashboard. Through our services and the FLO Framework, we empower IT and business leaders to make proactive decisions, simplifying IT complexity and enhancing the management of enterprise IT environments for improved business performance. 

Compucom’s Approach to AI for Ourselves and for Our Customers

Being an AI-forward company means recognizing AI’s strengths and limitations to implement the best solutions for our customers. AI excels at rapidly processing vast amounts of data and uncovering insights that human analysts might overlook. However, to implement AI successfully, we believe in the following principles: 

• Prioritizing Data Security and Privacy: We use industry-standard middleware and secure AI environments to ensure data is protected according to the highest standards of privacy and security. 

• Ensuring Data Accuracy and Completeness: We measure the accuracy and completeness of data, as the quality of AI outputs depends on the quality of the input data. It’s a classic case of “garbage in, garbage out.”  

• AI Complements Rather than Replaces Human Strategic Thinking: AI should be viewed as a wise advisor, not the decision-maker. Human oversight is essential to ensure AI complements, rather than replaces, strategic thinking. 

Make Compucom Part of Your AI Strategy

AI is here. When used carefully, it’s a strategic ally that helps you stay ahead of your competitors. Leveraging AI can transform operations, enhance efficiency, and increase productivity. Are you ready to lead your enterprise into the future with AI? Contact us to explore how AI can revolutionize your IT management strategy. Together, we can turn challenges into opportunities and set your organization on a path to success. 

The post AI and the Enterprise: The Future of IT Management appeared first on Compucom.

Emma Mak • Staff Writer

Doesn’t it feel like AI is in everything these days? AI’s footprint is already pervasive in contemporary society. From sophisticated algorithms driving financial markets to manipulative AI algorithms in social media and advertising, its presence is undeniable and growing, and not always for the better. 

AI is already redefining many aspects of the enterprise, and leaders face a critical question – where and how should it be used? Because, like any new technology, success hinges on strategic implementation and a clear understanding of its strengths and limitations.  

The Strengths and Challenges of AI in the Enterprise

Wherever AI is implemented in the enterprise, there are some common challenges: 

• High Implementation Costs: The initial investment in AI technology, the necessary infrastructure, and training can be substantial, so ROI should be considered. 
• Data Privacy and Security Concerns: Handling large amounts of sensitive employee or customer data raises significant privacy and security issues. 
• Dependence on Quality Data: AI’s effectiveness relies heavily on the quality of data it processes. Poor data quality leads to inaccurate insights and decisions. 

However, with these challenges addressed, AI has the potential to empower enterprises to operate with enhanced agility, foresight, and precision within various facets of operations, including in the realms of: 

CUSTOMER SERVICE

AI-powered chatbots and virtual assistants have revolutionized how businesses engage with clients. 

Pros: 

• Increased Access: Enabling 24/7 customer support. 
• Better Experience: Personalizing interactions. 
• Faster resolution: Offering swift resolution of inquiries. 
• Smarter Use of Resources: Enhancing client satisfaction and optimizing resource allocation. 

Cons: 

• Accuracy and Reliability: AI chatbots can sometimes provide incorrect or irrelevant information. 
• Employee and Customer Acceptance: Both employees and customers may have reservations. 
• Lack of Human Touch and Complexity of Use Cases: AI lacks the empathy and nuanced understanding of humans. For more complex issues, customers need to be transferred to human agents, which can disrupt the service experience.es enable monitoring, analysis, and insights across all IT systems and services helping organizations: 

MARKETING AND SALES

AI’s ability to analyze consumer data for marketing and sales brings the capacity to drive engagement and growth. 

Pros: 

• Enhanced Personalization: AI can analyze customer data to create highly personalized marketing campaigns, improving customer engagement and loyalty. 
• Improved Customer Insights: AI-driven analytics provide deep insights into customer behavior, helping businesses tailor their products and services more effectively. 
• Increased Efficiency and Productivity: Automating repetitive tasks allows marketing teams to focus on strategic activities, boosting overall productivity. 
• Predictive Analytics: AI can forecast future trends and customer behaviors, enabling businesses to make data-driven decisions and stay ahead of the competition. 

Cons: 

• Risk of Errors: AI systems can make mistakes, leading to incorrect marketing strategies or customer dissatisfaction. 

SUPPLY CHAIN OPTIMIZATION

AI applications shine with predictive analytics to anticipate demand fluctuations, optimize inventory levels, and enhance logistics operations, minimizing waste and maximizing efficiency. 

Pros: 

• Increased Efficiency: AI can automate repetitive tasks, such as inventory tracking and demand forecasting, leading to faster and more accurate operations. 
• Cost Reduction: AI can significantly reduce operational costs by optimizing routes, reducing errors, and improving inventory management. 
• Enhanced Decision-Making: AI provides real-time data analysis and predictive insights, helping businesses make informed decisions and respond quickly to market changes. 
• Improved Customer Service: AI can predict delivery times more accurately and manage inventory levels effectively, ensuring products are available when customers need them. 

Cons: 

• Complexity and Maintenance: AI systems can be complex to implement and require ongoing maintenance and updates. 

HUMAN RESOURCES

Using natural language processing and machine learning, HR is being redefined through the automation of recruitment processes. Done carefully, this can help talent acquisition be both efficient and objective.  

Pros: 

• Streamlined Recruitment: AI can automate resume screening, schedule interviews, and even conduct initial candidate assessments, making the hiring process more efficient. 
• Reduced Bias: Properly programmed AI can help eliminate unconscious bias in recruitment by focusing solely on candidate qualifications. 
• Enhanced Employee Engagement: AI tools can analyze employee data to predict potential issues and suggest interventions, helping to improve employee satisfaction and retention. 
• Improved Training and Development: AI can personalize training programs based on individual employee needs, ensuring that employees receive relevant and effective training. 
• Efficient Onboarding: AI can automate many onboarding tasks, such as verifying documentation and providing new hires with necessary information, making the process smoother and more welcoming. 

Cons: 

• Risk of Bias: If not properly programmed, AI systems can perpetuate existing biases, leading to unfair hiring practices. 
• Job Displacement: Automation of HR tasks can lead to concerns about job security among HR professionals. 

RISK MANAGEMENT

Across financial domains, risk management utilizes AI to detect fraud, assess credit risks, and ensure compliance with regulatory requirements, safeguarding organizational assets. 

Pros: 

• Enhanced Data Analysis: AI can process vast amounts of data quickly, identifying patterns and potential risks that human analysts might miss. 
• Improved Accuracy: Automation reduces the likelihood of human error in data entry and analysis, leading to more accurate risk assessments. 
• Real-Time Monitoring: AI systems can provide continuous monitoring and real-time alerts, allowing businesses to respond swiftly to emerging risks.
• Predictive Capabilities: AI can forecast potential risks based on historical data, helping businesses to proactively manage and mitigate risks. 
• Cost Efficiency: By automating risk management processes, AI can reduce the need for extensive manual labor, leading to cost savings. 

Cons: 

• Complexity and Maintenance: AI systems can be complex to implement and require ongoing maintenance and updates. 
• Potential for Bias: If not properly managed, AI systems can perpetuate existing biases in the data, leading to unfair or skewed risk assessments. 

IT MANAGEMENT

By effectively leveraging AI, businesses can significantly enhance their IT operations, driving efficiency and innovation. However, being aware of potential drawbacks is crucial to ensure a balanced and strategic approach. 

Pros: 

• Enhanced Decision-Making: AI can analyze vast amounts of data to provide actionable insights, helping support informed choices. 
• Improved Efficiency and Cost Savings: Automating routine tasks allows teams to focus on strategic initiatives, and AI-driven optimizations reduce operational costs. 
• Superior DEX and Increased Productivity: Proactive issue resolution improves digital experiences and productivity. 

Cons: 

• Bias and Errors: AI systems can perpetuate existing biases in their training data, resulting in unfair outcomes. Additionally, errors in AI algorithms can lead to incorrect decisions. 
• Job Displacement: Automation of routine tasks can raise concerns about job security. 
• Limited Understanding: Certain situations can be tricky for AI to understand because it relies on patterns and data from its training set. Consequently, AI may not grasp complex scenarios and may make decisions that don’t align with human reasoning. 

At Compucom, our experts understand how to leverage AI to help IT teams maintain the optimal health and performance of increasingly complex, intricate, and distributed corporate IT systems.  

AI-Forward: Compucom’s Approach to AI for Ourselves and for Our Customers

Compucom is an AI-forward company. We leverage many AI applications discussed here internally to boost our productivity. As a managed services provider (MSP) dedicated to continuously increasing the value we provide our customers, we integrate AI extensively into our services. 

Being an AI-forward company means recognizing AI’s strengths and limitations to implement the best solutions for our customers. AI excels at rapidly processing vast amounts of data and uncovering insights that human analysts might overlook. However, to implement AI successfully, we believe in the following principles: 

• Prioritizing Data Security and Privacy: We use industry-standard middleware and secure AI environments to ensure data is protected according to the highest standards of privacy and security. 

• Ensuring Data Accuracy and Completeness: We measure the accuracy and completeness of data, as the quality of AI outputs depends on the quality of the input data. It’s a classic case of “garbage in, garbage out.”  

• AI Complements Rather than Replaces Human Strategic Thinking: AI should be viewed as a wise advisor, not the decision-maker. Human oversight is essential to ensure AI complements, rather than replaces, strategic thinking. 

Make Compucom Part of Your AI Strategy

AI is here. When used carefully, it’s a strategic ally that helps you stay ahead of your competitors. Leveraging AI can transform operations, enhance efficiency, and increase productivity. Are you ready to lead your enterprise into the future with AI? Contact us to explore how AI can revolutionize your IT management strategy. Together, we can turn challenges into opportunities and set your organization on a path to success. 

The post Exploring the Opportunities and Obstacles of AI in the Enterprise appeared first on Compucom.

Troy Baldwin • Senior Director, Offering Management

Transcending Traditional IT Monitoring

Enterprise IT environments have complex and distributed systems that generate vast amounts of data. Is that data going to waste at your company? What if, instead, you could transform that data into a unified, real-time view of your operations with recommended actions to optimize your IT landscape?  

Our Full Lifecycle Observability Framework (FLO Framework) could be what you need. 

At Compucom, we define Full Lifecycle Observability as the ability to understand what happens throughout your company’s entire IT environment, from sourcing through integration, support, and disposition. It requires that actionable data from multiple sources is correlated and enhanced for context. 

We implement Full Lifecycle Observability for our customers through our FLO Framework. Our FLO Framework is not a standalone product or solution we sell; it’s part of our services. It features a technology stack that delivers AI-driven insights in real time through a centralized dashboard.  

Through our services and the FLO Framework, we empower IT and business leaders to make proactive decisions, simplifying IT complexity and enhancing the management of enterprise IT environments for improved business performance. 

Compucom’s FLO Framework Empowers IT Teams

As an IT leader, how do you start your day? To gain a strong understanding of how IT operations are impacting business outcomes, do you first need to piece together reports and dashboards from multiple teams and functions? 

Imagine, instead, pouring your coffee, opening your laptop, and instantly gaining a clear, real-time overview of your entire IT environment’s performance, segmented into key areas like Infrastructure, Workplace, Sourcing, and Employee Experience.  

You click on Workplace, easily accessing performance indicators for your endpoint devices. These are coupled with insightful optimization suggestions tailored for device right-sizing and health, such as service enhancements or recommended actions for your IT team. You smile and sip your coffee, knowing that implementing these recommendations — for example, automation or process improvements — will not only elevate your company’s digital employee experience but also streamline operations, increase productivity, and reduce expenses 

Imagine how starting each day like this will empower you, your IT team, and your enterprise to achieve success. 

One Dashboard to Rule Them All

Our FLO Framework central dashboard offers a comprehensive overview of your entire IT landscape with drilldown capabilities so you can closely monitor systems and identify gaps and issues. Together with Compucom, you can then use actionable insights, automation, and orchestration to enhance every aspect of your IT ecosystem’s health and performance throughout each component’s lifecycle, from sourcing and deployment to decommissioning. 

As part of our services, we integrate the advanced tools needed for our FLO Framework with your infrastructure and workplace technologies. This integration allows for the aggregation and contextualization of various data types — metrics, traces, and logs — across multiple systems. Our FLO Framework leverages Artificial Intelligence (AI) and Machine Learning (ML) to deliver:

• Automated anomaly detection
• Predictive analytics
• Root cause analysis
• User experience insights

These advanced analytics and accompanying continuous improvement recommendations, such as automation and orchestration, help your team shift from a reactive to a proactive stance, ensuring an efficient IT environment poised for your future demands.

Full Lifecycle Observability: Integral to All Our Services

Enterprises face many challenges in their technological landscape that can hinder their growth and efficiency. The FLO Framework addresses these common issues head-on, helping optimize key areas of business such as technology sourcing, device lifecycle services, digital support, field support, modern device management, infrastructure and cloud, and even projects and professional services. Let’s explore how this works:

Technology Sourcing

Many companies face technology sourcing challenges such as:

• High procurement costs due to over-specification of devices
• Excessive costs and complexity from over-provisioned devices and infrastructure 
• Difficulty in tracking and replacing outdated infrastructure 

The FLO Framework provides a high-level overview of IT assets, enabling informed decision-making and cost optimization. Device telemetry helps identify under-performing devices, ensuring that users get the best-fit devices for their work – helping you better manage your IT infrastructure. It helps address common problems by helping with:

• Endpoint rightsizing 
• Capacity rightsizing 
• Replacement planning 

Device Lifecycle Services

Common device lifecycle problems include:

• Difficulty planning and executing large-scale device replacements without disrupting operations 
• Configuration issues that lead to operational inefficiencies, increased costs, and poor user experience 
• Uncertainty in device and peripheral needs leading to shortages or excess inventory 
• High repair costs from ineffective planning 

From deployment to disposition, our FLO Framework integrates with Device Lifecycle Services to proactively address issues and minimize downtime. This ensures efficient device management and improves overall IT efficiency, addressing common challenges by helping with: 

• Managing large-scale endpoint device replacement/refreshes 
• Identifying device configuration issues 
• Predicting device and peripheral needs 
• Identifying device-type repair anomalies 
• Estimating non-warranty repair costs 

Digital Support Services

For digital support, our FLO Framework addresses common problems businesses face, including: 

• Reliance on service desk agents for resolving common issues 
• Inefficient support technician workflows and prolonged incident resolution times 
• Lack of insight into support service performance and areas for improvement 

AI-enabled Digital Assistants and Search capabilities enhanced by our FLO Framework diagnose and fix problems swiftly, minimizing disruptions and enhancing the digital experience. This reduces the number of tickets generated and the time needed to resolve issues. It addresses common problems with the following enhancements: 

• Generative AI-enabled digital assistant 
• Service Desk Assist 
• Experience Analytics 

Field Support Services

For field support, our FLO Framework addresses common problems businesses face, including: 

• Downtime or operational disruptions due to device or infrastructure issues in the field 
• High costs, increased downtime, and environmental impact for unnecessary on-site visits 
• Extended downtime due to delays in replacing failing devices and peripherals 

With the industry’s largest badged field tech organization, our FLO Framework ensures responsive and efficient field support. Integrated with platforms like Genesys and ServiceNow, it aligns triage and dispatch with customers’ business objectives. It addresses common problems by helping with: 

• Rapid and effective restoration of service 
• Minimizing or eliminating the need for an on-site technician 
• Swift replacement of failing devices and peripherals 

Modern Device Management

For device management, our FLO Framework helps address common problems businesses face, including: 

• Unreliable and underperforming devices 
• Time-consuming and error-prone manual detection of faults, misconfigurations, and security policy violations 
• Difficulty ensuring endpoint security and compliance  

Our FLO Framework leverages AI and advanced analytics to manage and secure endpoints. It provides a unified view of all devices, enabling IT teams to drill down to the level of the individual user for optimized management. It addresses common problems by helping with: 

• Endpoint health monitoring 
• Automated fault detection and remediation 
• Policy compliance management

Infrastructure and Cloud Services

For infrastructure and cloud, our FLO Framework helps address common problems businesses face, including: 

• Difficulty managing inventory and equipment lifecycle, leading to inefficient capacity planning and increased costs 
• Inefficiencies in detecting and resolving issues 
• Lack of comprehensive visibility into the performance, availability, utilization, and health of hybrid environments 
• Difficulty monitoring for security threats and ensuring compliance 

The AIOps components of the FLO Framework integrate with a customer’s infrastructure and monitoring tools, filtering out irrelevant data and highlighting critical issues for quick resolution. This enhances the overall efficiency of IT operations. It addresses common problems by helping with: 

• Asset intelligence 
• Operational efficiency 
• End-to-end observability 
• Financial insights 
• Security and compliance monitoring 

Projects and Professional Services

Our FLO Framework supports comprehensive project management, ensuring flawless execution of IT initiatives. Platforms like ServiceNow and automation management enable proactive issue resolution and continuous service improvement.

AI Drives Innovation and Shapes Our Strategies

Compucom is an AI-forward company. We are technology-driven and people-powered, focused on constantly increasing the value we provide our customers through innovation. Our experts understand how to leverage AI to help IT teams maintain the optimal health and performance of increasingly complex, intricate, and distributed corporate IT systems.

Full Lifecycle Observability is essential for managing the complexities of modern IT environments and optimizing them to propel your business forward. Our FLO Framework helps us deliver several key benefits for our customers:

1. Data-Informed Decision Making: By providing a comprehensive view of your IT landscape and service performance across all technology layers, IT leaders can align IT performance with business outcomes, enabling better decisions regarding IT strategy, innovation, and operations.
2. Greater Employee Productivity: Proactive monitoring and enhanced digital support enhance the Digital Experience (DEX), leading to higher user satisfaction and productivity.
3. Improved IT Efficiency and lower costs: Advanced analytics and a top-down view of your IT environment simplify complexity, helping IT teams understand what’s happening across your infrastructure. This enhances IT management capabilities and enables more effective actions.

We’re excited to embark on this innovative journey with our customers, helping you harness the power of data to achieve operational excellence in today’s fast-paced digital world.

The post One Dashboard to Rule Them All: Strategic IT Excellence with Full Lifecycle Observability appeared first on Compucom.

David Krauthamer • Staff Writer

Among the AI innovations making waves, generative AI chatbots stand out for their potential to revolutionize business operations. Unlike traditional rule-based bots, Generative AI chatbots can understand context, learn from interactions, and provide more human-like responses.

Enterprise organizations are increasingly adopting Generative AI chatbots to streamline operations, provide support for their workforce, enhance customer service, and improve overall productivity.

These chatbots can handle a variety of tasks, from answering FAQs to providing personalized support, making them invaluable in today’s fast-paced business environment.

According to Gartner, conversational AI will reduce contact center agent labor costs by $80 billion by 2026, while Salesforce’s generative AI assistant demonstrates the growing trend of automating complex customer interactions – highlighting the significant impact Generative AI can have on enterprise efficiency and cost savings.

If you’re an enterprise IT leader, understanding how to leverage these powerful tools can elevate your digital transformation strategy.

Let’s explore some of the benefits, challenges, and best practices for deploying Generative AI chatbots to enhance both the Digital Employee Experience (DEX) and Customer Experience (CX).

Enhancing DEX and CX with Generative AI

One of the most significant applications of generative AI chatbots is to enhance digital experience for employees and customers. These chatbots can handle a high volume of inquiries and offer users the following benefits:

• Instant Response and 24/7 Availability: Addressing queries promptly, even outside of regular business hours, reduces wait times and enhances user satisfaction.
• Personalized User Interactions: Generative AI chatbots excel at personalizing interactions based on user data. By analyzing previous conversations and user behavior, these chatbots can tailor responses to meet individual needs, creating a more engaging and satisfying experience.
• Handling Complex Queries: Unlike traditional bots, Generative AI chatbots can handle complex and nuanced queries. They use advanced language models to understand context and provide accurate, relevant responses, thereby improving the quality of support.

Boosting Operational Efficiency

Operational efficiency is a critical concern for enterprises, and generative AI chatbots offer a solution to common problem areas that often affect efficiency and productivity, including:

• Automating Routine Tasks: Generative AI chatbots can automate various routine tasks, freeing up human resources for higher-value activities. For example, they can handle appointment scheduling, order processing, and basic troubleshooting, significantly reducing employees’ workloads.
• Streamlining Workflows: By integrating with enterprise systems such as CRM and ERP, Generative AI chatbots can streamline workflows and ensure seamless information flow across departments. This integration enhances overall operational efficiency and reduces the chances of human error.
• Real-Time Data Analysis: These chatbots can analyze vast amounts of data in real time, providing valuable insights into user behavior and operational performance. Businesses can use this data to make informed decisions, optimize processes, and continuously improve services.
• Cost Savings and Scalability: Generative AI chatbots offer considerable cost-saving benefits, making them an attractive option for enterprises looking to optimize their budgets. They can easily scale to meet increased demand without the need for additional staffing, ensuring that enterprises can maintain high service levels even during peak periods.

Overcoming Challenges in AI Chatbot Integration

Deployment of AI chatbots comes with a set of challenges that must be carefully addressed to harness their full potential, such as:

• Ensuring Data Security and Privacy: One of the primary concerns with deploying AI chatbots is data security. Enterprises must implement robust security measures, such as encryption and role-based access controls, to protect sensitive customer and employee information.
• Maintaining a Human Touch: While AI chatbots can handle many tasks autonomously, they may lack the empathy and judgment required for certain interactions. Striking a balance between automation and human touch is essential to ensuring a positive customer and employee experience.
• Addressing Misaligned Responses: Generative AI chatbots are not infallible and can sometimes generate incorrect or inappropriate responses. Continuous monitoring and refinement of chatbot algorithms are necessary to maintain accuracy and reliability.

Best Practices for Implementing AI Chatbots

Organizations must adopt a proactive approach to the development and management of AI chatbots, including best practices such as:

• Comprehensive Training and Development: Ensuring that AI chatbots are well-trained is critical for their success. This involves feeding the chatbot with extensive data sets covering a wide range of scenarios and implementing continuous learning mechanisms to refine its performance over time.
• Active Monitoring and Human Oversight: Regular monitoring of chatbot interactions helps identify areas for improvement and ensures that errors are promptly addressed. Implementing strict permissions and active monitoring protocols can build trust and reduce risks.
• Continuous Improvement Strategies: The AI landscape is rapidly evolving, making continuous improvement a necessity. Enterprises should establish a feedback loop where data from chatbot interactions is used to refine and enhance the chatbot’s capabilities. This iterative process ensures that the chatbot remains relevant and effective in meeting business needs.

The Future of Generative AI in the Enterprise

The potential applications of Generative AI chatbots are vast and continuously expanding. From human resources to supply chain management, these chatbots can revolutionize various business functions, driving innovation and efficiency.

The integration of Generative AI with the Internet of Things (IoT) opens up new possibilities for automation and data analysis. Enterprises can leverage this to create smarter, more responsive systems that enhance both DEX and CX.

By implementing comprehensive training, active monitoring, and continuous improvement strategies, enterprises can effectively harness the power of generative AI chatbots to transform their operations and gain a competitive edge – elevating their digital transformation strategies and driving business success.

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We Speak Your IT Love Languages

Just like when well-meaning sweethearts fall short of understanding what their partner needs to “feel the love,” your enterprise could be missing the boat when it comes to understanding the right actions to keep your best and brightest.

You’ve likely heard of Gary Chapman’s book, “The 5 Love Languages.”

In it, he discusses the five main ways of expressing and receiving love, and how each person has a preferred love language that their partner may not understand.

We see parallels in this earnest misunderstanding and how enterprises sometimes miss low-hanging fruit in their overall employee retention efforts. 

So, speaking the same IT love language will help you avoid being dumped by your most talented employees as they seek another attractive employer who will better “get” them. 

To stop your employees’ wandering eyes, we present the “3 IT Love Languages” — and how Compucom can help you become fluent in them, providing a great experience, technology, and support for employees who will want to stick around. 

Experience

Move Them With Great Technology Experiences and Minimal Hassles 

In the distributed digital workplace, technology has top billing as the main means of accomplishing daily tasks, connecting with managers and co-workers, and producing results. Give employees a great technology and service experience that is personalized to their work and location, and they’ll thank you with greater loyalty and productivity.

An employee whose technology works seamlessly throughout their workday also is more likely to finish in time to catch the little league game, make dinner, do a little yoga, or binge-watch the latest series. In short, they’re more likely to have time to live their lives and be a happy, loyal employee that will stay.”

At Compucom, we design all our offerings to measure, manage, and continuously improve technology experiences, taking a responsive rather than reactive approach.

“An employee whose technology works seamlessly throughout their workday also is … more likely to have time to live their lives and be a happy, loyal employee that will stay.“

By having Experience Management foundational to all our services, we can use measurements such as endpoint telemetry, service metrics, and user-sentiment analysis to develop insights (using AI/ML analytics) and make targeted improvements across our range of services.

There’s a lot to love about the results – like how we can fix pain points in employees’ interactions with technology, ideally before the user is even aware. 

Technology

Dazzle Them With the Best Devices and Equipment for the Job 

Our lasting relationships with OEMs mean we can supply your employees with a depth of device choice they’ll appreciate.

In addition, we can help you define “personas” — detailed definitions of groups of employees who require the same or a similar set of technologies, services, applications, data access, and support — identifying the appropriate tools to get employees productive from the get-go. 

That helps us design an end-to-end Device Lifecycle Service plan to get your employees the latest, best-fit technology and provide value across the enterprise.

Support

Take Care of Them With Top-Notch Technology Expertise, Available Where and When Needed 

In a recent survey, we found that 89% of remote or hybrid workers would be happier at work if companies invested more in tech and support. Show employees you’re there for them, with a variety of user-defined support options on standby.

We know that balancing the right combination of live support with automation and self-help tools provides end users with the best channel to fit an issue’s urgency level — delivering a great support experience while keeping your costs low.

Compucom’s Digital Support and Field Services ensure that your employees, wherever they’re working, will have minimal downtime. 

Show Employees That You Care About Their Experience 

To make employees want to stay — measure, manage, and improve the employee experience. 

Download our whitepaper, Connecting the Dots: Experience Technology and the Hybrid Work Environment, to gain new insights, solutions, and recommendations on how to mitigate churn and create a workplace people will love for years to come.

Book a meeting below to learn how Compucom can help you become silver-tongued in the 3 IT Love Languages. 

The post Experience, Technology, Support appeared first on Compucom.

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How to Improve In-Office Work in 2023

Remote work is sticking around. Workplace flexibility keeps gaining steam.

What about the many businesses that rely on in-person operations?

We take a look at what used to be the norm — working on-site — in this third installment of our three-part series that examines the way people work and how to optimize that experience.

Twice as many Fortune 100 companies (34%) returned to the office in 2022 as they did in 2021. Some never left to begin with. So as we head into 2023, here’s a friendly reminder: experience matters in every work environment.

Enterprises that work in person can and should leverage new technologies and digital solutions to enhance the employee experience and streamline operations. What does a tech-enabled approach to on-site work look like?

Advancing the Tech-Enabled On-Site Work Experience

Unpacking the Experience

Sometimes the very nature of the business requires full-time in-person work. Remote work is rare, or for limited roles. (Think: healthcare, retail, manufacturing, or frontline industries.)

From the warehouse to the corporate tower, people need devices that work all the time, on a secure network they can trust. Most likely, the business manages any tech employees use; that means devices will remain at work, connected to the corporate network.

In an ideal example, all on-site tech and business systems work together seamlessly – enabling better communication and productivity across the whole building … and enterprise.

What are the advantages?

• With a centralized workforce, employees enjoy a consistent day-to-day experience.
• They get access to a super secure corporate network, potentially with faster and newer tech than at home.
• IT also gains more control over the environment.
• In-person work makes it easier to pop in with face-to-face help, training and deskside tech support.

See it in Action

Nashville-based HCA Healthcare introduced a full-time return-to-office policy last May for its 235,000+ doctors, nurses and other healthcare personnel.

“While we have some roles that lend themselves to other work models, we believe in-person work [reinforces] our culture and promotes teamwork and professional development,” the company announced.

“This approach helps us provide the necessary support for our hospitals and other facilities, which operate 24 hours, 365 days per year.”

What Employees Want

In-person workers may have fewer collaboration tech needs than remote workers. Instead, they’ll want fast devices and perks that save time and make it worthwhile to be in the office.

For happier employees, take a cue from their consumer experience. Integrate convenient IoT or smart devices and workplace experience apps – such as on-demand desk and room booking, or wayfinding assistance.

“In an ideal example, on-site tech and business systems work together seamlessly enabling better communication and productivity across the whole building.”

Support Strategy

Even with all employees in one location, employers should still practice flexibility. There are five generations in the workplace – creating an inclusive experience by offering support on standby in the way that employees prefer.

That includes AI self-help tools, virtual resolution and in-person IT support.

Questions for the IT team

• Have you surveyed employees about their technology needs and preferences in the last year?
• Desktops, laptops, tablets … or something else entirely? Which devices do employees need to work best in this environment?
• Can employees customize their experience with a choice of devices, apps, or support methods? Can employees use any of their own personal tech?
• How will people get online? Is your network capable of handling everyone (and their personal devices) connecting to Wi-Fi?
• What about tech that’s past its prime? If office equipment hasn’t been upgraded in the last three years, it’s time to refresh. That includes a range of devices and infrastructure, such as office Wi-Fi.

Enhancing the Employee Experience, at Home and in the Office

At Compucom, we support distributed employees and their technology across a variety of industries, including customers with 24/7 operations in healthcare, manufacturing, utilities, and other essential services.

No matter the work environment, we help you eliminate friction to enable consistent productivity in a secure environment. Planning a return to office – or maybe you never left? Talk to us about upgrading infrastructure and optimizing the office of the future.

• Learn more about remote work
• Learn more about flexible work
• Find out why bad tech is bad for business

The post Experience Matters Everywhere appeared first on Compucom.

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Work from home? Back to the office? Somewhere in between? At this point, we know there are no one-size-fits-all solutions to the modern digital workplace.

Recent surveys paint a clear picture of where we are headed: hybrid work is here to stay…for now.

Business Leaders Are Optimistic About Hybrid Work 

According to the Future of Work report by Foundry, nearly all organizations (94%) shifted to some sort of hybrid structure due to the pandemic—meaning a flexible work model that melds remote and in-office workers.

Despite initial uncertainties around how hybrid or remote work would impact worker productivity, many organizations say the hybrid workplace model was a successful one. Now they believe remote and hybrid work will likely remain a permanent solution.

In a CEO Confidence Index survey from Chief Executives, research showed two-thirds of CEOs agree to use some kind of hybrid work model through the rest of 2022.

What will that approach look like? 

About a quarter of those CEOs said they will require a certain amount of in-office time—say 3 days per week, or on specific “collaboration days.”

Some will allow more scheduling flexibility, also known as “employee choice” or “at-will” hybrid models. With that approach, the office and shared spaces are open to all, but workers get to choose when (or if) they use them.

For many organizations, a unilateral “return to office” policy does not make sense. (And as some firms learned, that kind of sweeping decision can backfire and increase employee turnover.)

Some jobs can only be done on-site, while entire departments can easily work from anywhere…and aren’t eager to be forced back to a commute. In that case, leaders are smart to choose a work model that accommodates both the needs of the employee and the business.

This may be why 33% say they’re embracing hybrid, but with policies based on the needs of specific roles or departments, according to the Chief Executive survey.

Fortunately, this tracks with recent surveys of what employees want: globally, people say they’d prefer to work from home about 2-3 days each week once the pandemic is more contained.

Regardless of which strategy they chose, across-the-board execs say they’ll remain flexible and adapt their workplace policies as conditions (inevitably) evolve—a wise choice.

Considerations for a Successful Hybrid Workplace

What does this tell us? Above all, the future of work is flexible. Companies that understand the value of hybrid will gain a competitive edge.

There are pain points, though. From a technology perspective, remote and hybrid work raises unique concerns—particularly around collaboration, security, and employee experience.

The Foundry report revealed that 69% of IT leaders agree the shift is impacting how they plan for office space, tech investments, and overall staffing, with “very few preparing for an office-only environment.”

From HR to IT, business leaders are now concerned about creating an equitable experience for hybrid teams. Decision-makers need to plan around what people need when they meet at the office, work from home, or service customers in the field—accounting for everything from employee technology to company culture and benefits.

No matter which environment you choose, you have to build the infrastructure to support your employees anywhere and anytime. We can help.

At Compucom, we deliver end-to-end IT-managed services that keep you at the forefront of the digital workplace. Explore our solutions and book a meeting to learn more.

The post Hybrid Work Models Are the Clear Winner for 2022 appeared first on Compucom.