Research Library
82 results found
Driving Value with AI in Every Contact Center
AI is transforming contact centers at every stage of maturity. WWT's Contact Center Maturity Model report helps organizations assess their current capabilities and chart a path to greater efficiency, customer satisfaction and business value. Whether you're just starting with automation or advancing toward proactive, customer-facing AI, WWT experts Morgan Laville and Patrick Bond share practical steps and real-world examples to help leaders align people, processes and data for measurable impact. Learn how AI can be applied at every level, from streamlining agent operations to enhancing customer journeys, and discover actionable insights to move your contact center forward.
AI Maturity Model
A five-level framework for assessing enterprise AI maturity, built to catch the gap between high tool adoption and real, governed business value.
Three Actions That Turn Agentic Commerce from Ambition into a Shipped Experience
What separates the retailers that ship durable agentic experiences from the ones walking back fragmented efforts comes down to three actions: the right use case, agent-ready data, and governance for autonomous payments.
Are Your Workloads in the Wrong Place?
Ever wonder why your workloads never seem to land in the right place—no matter how much you invest, modernize, or migrate? In this episode of WWT Research's four-part IT Value Creation series, we bring together WWT experts Devang Soni and Jeff Weeks to unpack the real reasons workload placement remains one of the most misunderstood disciplines in modern IT. From cost pressure to risk posture to AI-driven demand, they lay out how enterprises can finally make workload decisions that are intentional, economical and scalable across hybrid and multicloud environments.
Strengthening Healthcare Cybersecurity in an Era of Disruption
As frontier AI accelerates attacks and the proposed HIPAA Security Rule makes core controls mandatory, healthcare cybersecurity has become a patient safety imperative. Leaders who prioritize foundational security strategies now can meet the new bar and build safer, more resilient care environments.
A Guide for CEOs to Accelerate AI Excitement and Adoption
The age of AI is here. As the CEO, your leadership is crucial to driving AI transformation. Discover how active executive engagement in AI adoption leads to competitive advantage.
Automation Priorities for 2026
A step-by-step guide to achieving automation success.
Data Maturity Model
Maps five levels of data maturity, from fragmented and ungoverned to an autonomous enterprise where AI agents operate as accountable participants, and shows what's safe to attempt with AI at each stage.
From Deploy to Retire: Optimize Every IT Asset
In this episode of WWT Presents Research, host Robb Boyd and Mark Wall, managing director of automation solutions, explore how organizations can scale automation across the lifecycle of their IT assets.
When Your Best Customer Goes to AI First
AI tools are becoming the default starting point for product discovery. The brands that consumers choose to engage with directly will be the ones that win loyalty in this shift, and they're building for it now.
Cloud Chaos or Cloud Control? Fixing the Operating Model for Speed, Savings & Scale
Many organizations move to the cloud expecting speed and savings, only to end up with ballooning bills, siloed teams and mounting frustration. In this episode of WWT Presents Research, Robb Boyd talks with Jeff Weeks, creator of WWT's Cloud Operating Model framework and Michelle Dupuis, one of only 300 certified FinOps professionals worldwide, to unpack why the problem isn't the cloud but how you're running it. Learn why fixing your operating model is the foundation for securing data, enabling AI infrastructure and modernizing legacy applications. Cloud success is not just about migration; it is about mastering the model that makes it work.
Identity Management for AI Agents: The Infrastructure That Unlocks Scale
As agents scale, questions of accountability, authorization and oversight move from theoretical to existential. This article explores why identity infrastructure has become the hidden bottleneck to scaling agentic AI, and why governance isn't slowing innovation — it's what makes it possible.