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Zendesk Q&A: Matthias Goehler on AI, automation, and the future of customer experience

Zendesk EMEA CTO Matthias Goehler discusses how AI is reshaping customer service, from automation and cross-channel experiences to security, human empathy, and the shift toward more proactive support.

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NEWS

Rovo and the rise of the AI-native organisation

An examination of how Atlassian’s Rovo and Teamwork Graph introduce AI-driven automation into workplace workflows, and what that may mean for productivity and collaboration, drawing on insights from Sherif Mansour, Head of AI at Atlassian.

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VIDEO

More tech, less productivity - what’s going wrong?

Ofir Bloch, VP at WalkMe, discusses the results of WalkMe’s fifth annual State of Digital Adoption report, which reveals that over half (54%) of workers bypassed AI tools and completed tasks manually at least once in the past 30 days. A further 33% haven’t used AI at all. Rather than friction, the research describes outright rejection. Ofir explains what’s going wrong within the enterprise, with executives and employees apparently at odds when it comes to AI, and explains the ways in...

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VIDEO

Hybrid IT creates observability challenges, and opportunities

Cullen discusses the findings of the company’s recent 2026 SolarWinds State of Monitoring & Observability Report, examining how IT teams are navigating increasingly fragmented hybrid environments, and in turn, how AI is reshaping modern observability. AI AI is accelerating incident response, reducing noise, and closing visibility gaps across increasingly complex IT environments, with organisations increasingly prioritising platforms that unify data, automate insight, and lay the foundation...

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VIDEO

Mind the gap - addressing the risk of shadow AI

Oliver Simonnet, Lead Cybersecurity Researcher at CultureAI, discusses the findings of the company’s The State of Enterprise AI Usage: The Illusion of Control report, which reveals a growing gap between how AI is used in practice and how organisations believe it’s being controlled. The report shows that, while 72% of organisations believe they have full visibility into AI usage, 65% still report detecting unauthorised shadow AI, revealing a structural gap between perceived control and...

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VIDEO

The AI grace period is over - ROI in months not years

Alex Adamopoulos, Chairman and CEO of Emergn, discusses the results of the company’s new research, which reveals that enterprise leaders now expect measurable returns from AI investments within months, not years and patience is rapidly running out. The findings show that AI has shifted from behind the scenes pilots to a core driver of revenue, with zero organisations reporting that they remain uninvolved in AI initiatives.

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Google Cloud and Siemens have formed a new cooperation to optimize factory processes and improve...
Four in five (80 per cent) of cybersecurity leaders claim that AI is the biggest cyber threat to...
Raytion’s industry-leading information retrieval technology will enable unified real-time access...
The integration of high-performance computing (HPC) systems with artificial intelligence (AI) is...
Research reveals that 80% of sales leaders expect revenue gains from incorporating AI into...
Hyland has introduced new solutions aimed at helping organisations manage enterprise content and...
Latest Video

Docker on IoT devices

Docker is an open platform for developers and system administrators to build, ship and run distributed applications. With Docker, IT organizations shrink application delivery from months to minutes, frictionlessly move workloads between data centers and the cloud and can achieve up to 20X greater efficiency in their use of computing resources. Inspired by an active community and by transparent, open source innovation, Docker containers have been downloaded more than 700 million times and Docker is used by millions of developers across thousands of the world?s most innovative organizations, including eBay, Baidu, the BBC, Goldman Sachs, Groupon, ING, Yelp, and Spotify. Docker?s rapid adoption has catalyzed an active ecosystem, resulting in more than 180,000 ?Dockerized? applications, over 40 Docker-related startups and integration partnerships with AWS, Cloud Foundry, Google, IBM, Microsoft, OpenStack, Rackspace, Red Hat and VMware.

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