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The tech industry is experiencing a significant transformation fueled by the progress and adoption of Artificial Intelligence (AI). Traditionally, companies have relied on increasing headcount to fuel revenue growth. However, the emergence of AI is disrupting this paradigm, offering a powerful alternative for enhancing efficiency, optimizing processes, and unlocking new revenue streams.

This is the sixth year that I’ve compiled a set of customer experience-related predictions for the coming year. For each article, I gather together a set of predictions that have been sent to me over the preceding month. Last year, I received 263 different predictions from 140 different people. This year, 208 different leaders in the service and experience space submitted 396 different predictions, which represents a nearly 50% growth in both the number of people who have participated in the process and the number of predictions they have submitted compared to last year’s predictions.

It’s time for technology companies to decouple the belief that increased revenue is linked to greater headcount.Artificial Intelligence (AI) has become the driving force behind automating tasks, elevating employee value, and propelling revenue growth in this industry. To achieve this, companies are embracing an AI-driven path of evolving efficiencies and seeking innovative strategies to augment revenue streams, without incurring substantial expenses.

TSIA, the leading research and advisory firm for technology and service organizations, announced today the technology companies that have achieved Level I and Level II Support Staff Excellence (SSE) for 2024—as well as multiple recipients of the Certified Support Staff Excellence Center Outstanding Achievement Award.The SSE certification, offered by TSIA and delivered by Korn Ferry, is a powerful staff development program that delivers a robust customer service experience by developing the most essential service delivery resource a company has: its people. This year, three companies have achieved SSE certifications. Those companies are:CSCBrightcove, Inc. Salesforce

Growth over profitability has been the mantra of the tech industry for more than 20 years, but times are changing. The investment dollars that once motivated companies to follow this path are now being directed elsewhere. Part of this reality stems from the economy, but it’s also due to investment dollars being earmarked for AI development.

It can feel like a knife fight on the front lines trying to hit a sales quota, let alone move a prospective qualified lead down the funnel. The tech market, specifically SaaS, is experiencing a shakeup and the battlefield is ruthless...