Digital transformation has significantly changed organisations’ operational functions and processes, further impacted organisational structures and improved operational efficiencies. However, many expected benefits are not yet fully embraced by employees, some even feel resistant. Therefore, this research examined New Zealand employees’ perceptions of the impact of digital transformation on the structuring processes of their organisations and makes recommendations for effective transfo…
This research examines barriers and solution approaches relating to the deployment of Generative Artificial Intelligence (GAI) in contact centre businesses in the Australasian region. We find six main barriers to implementation and six key methods of strategies to solve the challenges with regard to obstacle responses from management and non-management staff, with a qualitative descriptive analysis of 53 obstacle and 30 solution responses. The most common were Data Quality and Availabi…