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Globe and Mail
15-05-2025
- Business
- Globe and Mail
Future of the Construction Industry: New Report Published by Info-Tech Research Group for Building Smarter, Safer, and More Sustainable Communities
As the construction industry faces rapid technological advancements, Info-Tech Research Group provides actionable insights to help sector IT leaders, and their organizations navigate this transformation. The firm's report highlights key strategies for adopting emerging technologies such as AI, robotics, and sustainability practices. With a focus on innovation, risk management, and scalability, the report offers a roadmap for construction organizations to stay competitive and drive long-term growth in an increasingly digital landscape. TORONTO , May 15, 2025 /CNW/ - Technological disruption, rising sustainability expectations, and shifting customer demands are accelerating a fundamental shift in how the construction industry builds, operates, and delivers value. As these changes unfold, IT leaders in the industry are under increasing pressure to adopt emerging technologies like artificial intelligence, robotics, and sustainable practices, which are reshaping project management and delivery. In response to this developing situation, Info-Tech Research Group has published The Future of the Construction Industry. The report offers actionable strategies and expert insights to help construction firms leverage new opportunities and drive sustainable growth. The firm's research insights and approach in this data-backed resource emphasizes strategic foresight, a forward-looking methodology that helps IT leaders analyze external trends, anticipate future challenges, and identify opportunities for innovation and growth. "The construction industry has been among the slowest industries to adopt new technologies. However, technologies are continuing to advance, making them more applicable to practical use within the industry," says Michael Adams, research analyst at Info-Tech Research Group . "As consumer demand continues to increase in volume and complexity, construction companies need to focus on a digital transformation that can support their organizational goals." Info-Tech's recently published report details the ongoing transformation of the construction industry, driven by a surge of disruptive and rapidly evolving technologies. In the report, the firm explains that construction companies are under growing pressure to modernize, often without the internal capabilities or strategic direction needed to respond effectively. At the same time, organizations are being called to rethink how they deliver value by using technology to package their services and expertise in scalable, more efficient ways. The firm's industry analysts suggest that lasting success requires more than excitement about innovation, and advise that construction firms must balance opportunity, risk, and practicality to achieve business goals and meet client needs. In The Future of the Construction Industry, Info-Tech outlines the four top trends shaping the construction industry as: Sustainability: Green construction is becoming a top priority, but many companies still view sustainability as a regulatory hurdle or a branding effort. Info-Tech's report highlights how emerging technologies are turning sustainability into a source of innovation and efficiency. By integrating digital tools, construction firms can reduce costs, meet environmental targets, and contribute to a more resilient future. Extended Realities (XR): Through tools like digital twins and immersive visualization, XR technologies allow teams to model and test complex designs in real time. This trend not only improves collaboration but also enhances decision-making, mitigates risk, and enables optimization before physical work begins. Artificial Intelligence (AI): AI, which includes machine learning (ML), intelligent automation (IA), and generative AI, is helping to develop deeper insights into data-driven decision-making. These tools can be leveraged to automate and optimize components throughout the construction value chain, creating new strategic opportunities. Robotics & Drones: The capabilities of robotics and drones continue to evolve, offering ways for companies to automate safety and quality control tasks, which is a crucial component of construction. Furthermore, they are being used to complete rigorous tasks, offering more time and expanding the area for human intervention. As these advanced technologies evolve, Info-Tech explains that early adoption and a clear understanding of technologies' potential are crucial for long-term success. Autonomous construction, in particular, is gaining traction, allowing companies to optimize operations, reduce errors, and increase precision through the combined use of these technologies. By incorporating technology with human design, the future of construction will lead to smarter, safer, and more sustainable communities. For exclusive and timely commentary from Michael Adams , an expert in the construction industry, and access to the complete The Future of the Construction Industry blueprint , please contact pr@ Media Passes to Info-Tech LIVE 2025 in Las Vegas Registration is now open for Info-Tech LIVE 2025 in Las Vegas, taking place June 10 to 12, 2025 , at Bellagio in Las Vegas . This premier event offers journalists, podcasters, and media influencers access to exclusive content, the latest IT research and trends, and the opportunity to interview industry experts, analysts, and speakers. To apply for media passes to attend the event or gain access to research and expert insights on trending topics, please contact pr@ Exhibitors are also invited to be part of Info-Tech LIVE and showcase their products and services to a highly engaged audience of IT decision-makers. For more information about becoming an Info-Tech LIVE exhibitor, please contact events@ About Info-Tech Research Group Info-Tech Research Group is one of the world's leading research and advisory firms, proudly serving over 30,000 IT and HR professionals. The company produces unbiased, highly relevant research and provides advisory services to help leaders make strategic, timely, and well-informed decisions. For nearly 30 years, Info-Tech has partnered closely with teams to provide them with everything they need, from actionable tools to analyst guidance, ensuring they deliver measurable results for their organizations. To learn more about Info-Tech's divisions, visit McLean & Company for HR research and advisory services and SoftwareReviews for software buying insights. Media professionals can register for unrestricted access to research across IT, HR, and software and hundreds of industry analysts through the firm's Media Insiders program. To gain access, contact pr@
National Post
15-05-2025
- Business
- National Post
TeamDynamix Named 2025 Data Quadrant Champion for Data Integration (iPaaS) by Info-Tech Research Group
Article content TeamDynamix no-code iPaaS tops the quadrant with high marks for strategy, satisfaction, integration, and orchestration – fueling agile, AI-driven automation for digital transformation. Article content Article content COLUMBUS, Ohio — TeamDynamix, a leading provider of work management, automation, and AI solutions, has been named a Champion for Info-Tech Research Group's 2025 Data Integration (iPaaS) Data Quadrant report. Rankings for the top providers are based on data from Info-Tech's SoftwareReviews platform, the global research and advisory firm's proprietary solution for collecting, analyzing, and publishing feedback on enterprise software performance. Download the iPaaS Comparison report. Article content By pairing AI and virtual agents with integration and automation, TeamDynamix unlocks the next level of enterprise workflow. Article content With a no-code platform, TeamDynamix iPaaS delivers enterprise-wide integration leveraging a library of connectors and a visual flow builder to rapidly deploy automation and workflow. Through the synergy of AI virtual agents, automation, and integration, TeamDynamix redefines enterprise workflow management. Article content 'TeamDynamix offers a comprehensive solution with its integration platform as a service (iPaaS), recognized for its strong vendor support, robust feature set, and user-friendly interface,' says Wayne Cain, Principal Advisory Director at Info-Tech Research Group. 'Our SoftwareReviews data highlights the platform's value for organizations looking to consolidate system integrations, particularly for teams seeking to leverage no-code solutions to enhance operational efficiency.' Article content TeamDynamix, with its full suite of products, is uniquely positioned to drive digital transformation. By combining data integration, automation, and AI with IT and Enterprise Service Management (ITSM/ESM), companies can leverage virtual agents to deliver faster, more reliable, and personalized service. Article content Workflow Orchestration Drives Digital Transformation Workflows can span multiple systems, triggering actions across ticketing tools, HR platforms, financial systems, or CRMs. Customers can automate multi-step, multi-app processes with a no-code builder to drive efficiency and to supercharge AI virtual agents. Article content Real-Time Integration for Enterprise Workflow Real-time data syncing between systems, whether cloud-based or on-prem, means events in one system (like a new ticket, request, or record) can immediately trigger actions or updates in others without delay. Article content 'Being named a Data Quadrant Champion by Info-Tech Research Group is a testament to our commitment to delivering powerful yet easy-to-use automation and integration capabilities,' said Andrew Graf, chief product officer at TeamDynamix. 'Our no-code iPaaS platform empowers organizations to break down silos, reduce manual work and automate with real-time responsiveness. By pairing AI and virtual agents with integration and automation, TeamDynamix unlocks the next level of enterprise workflow.' Article content Article content Article content Article content Article content Article content
Yahoo
10-05-2025
- Business
- Yahoo
Klarna changes its AI tune and again recruits humans for customer service
This story was originally published on CX Dive. To receive daily news and insights, subscribe to our free daily CX Dive newsletter. A year after claiming that its AI chatbot could do the work of 700 representatives, Klarna is turning back to people to handle more of its customer service work. The buy now, pay later firm now wants customers to always have the option to speak with a human, Klarna spokesperson Clare Nordstrom told CX Dive. 'While Klarna pioneered the use of AI in customer service with groundbreaking results, this strategy will now evolve to the next level,' Nordstrom said in an email. 'AI gives us speed. Talent gives us empathy. Together, we can deliver service that's fast when it should be, and emphatic and personal when it needs to be.' It's a drastic change from a year ago, when the firm went all in on AI, laid off workers and paused hiring. The shift highlights the need for the option to speak to a human in customer service — and to use AI as a supplement, not a replacement, for staff, according to Julie Geller, principal research director at Info-Tech Research Group. 'The key takeaway is that AI should augment human agents — not replace them,' Geller said in an email. 'Automate the routine to drive efficiency, but always ensure customers have a clear, easy path to a human, especially when emotions or complexity come into play.' Klarna CEO Sebastian Siemiatkowski said just as much in an interview with Bloomberg Thursday. 'From a brand perspective, a company perspective … I just think it's so critical that you are clear to your customer that there will be always a human if you want,' Siemiatkowski said. Klarna is now recruiting workers for what Siemiatkowski referred to as an Uber-type customer service setup. Starting with a pilot program, the firm will offer customer service talent 'competitive pay and full flexibility to attract the best,' with staff able to work remotely, according to Nordstrom. 'AI solves the easy stuff — our experts handle the moments that matter,' Nordstrom said. 'That's why we're running this pilot, bringing in highly educated students, professionals and entrepreneurs for a new kind of role that blends frontline excellence with real-time product feedback.' One of the goals is to replace the thousands of workers that Klarna currently outsources, Siemiatkowski told Bloomberg. Back in February 2024, Klarna touted impressive figures: The AI assistant had taken over two-thirds of customer service chats — 2.3 million in total — in its first month. Its handling of customer service chats resulted in average resolution times of less than 2 minutes. The AI still plays a crucial role, according to Nordstrom. The chatbot still handles two-thirds of all customer inquiries. Since launch, response times have improved by 82%, and Klarna has seen a 25% drop in repeat issues. 'But in a world of automation, nothing is more valuable than a truly great human interaction. That's why we're doubling down — investing in the human side of service: empathy, expertise, and real conversations,' Nordstrom said. Like many companies, Klarna had turned to AI as a form of cost-cutting, Siemiatkowski told Bloomberg. 'Initially, Klarna embraced AI with an eye toward cost savings and efficiency — but perhaps underestimated the tradeoff,' Geller said. 'As customers increasingly voiced frustration over impersonal interactions and limited access to human help, it became clear this approach risked undermining the very experience they aimed to improve. That kind of friction doesn't just erode satisfaction; it carries real financial and reputational consequences.' Siemiatkowski acknowledged that Klarna had gone too far in the wrong direction with AI. 'As cost unfortunately seems to have been a too predominant evaluation factor when organizing this, what you end up having is lower quality,' Siemiatkowski told Bloomberg. 'Really investing in the quality of the human support is the way of the future for us.' The firm's shifting customer service strategy is perhaps unsurprising considering consumers' overall frustrations with chatbots and the technology's shortcomings. A Verint survey released last year found more than two-thirds customers have had a bad chatbot experience, and in that group, the top complaint was inability to answer questions. Customers still want to talk to humans, especially for complex or sensitive issues. A Five9 survey from March found that 86% of customers believe empathy and human connection are more important than a quick response in providing excellent customer experience. AI can mimic emotional intelligence in simple, routine interactions, Geller said. 'But when situations get more complex, subtle gaps can start to show,' she said. 'AI can also misread customer intent, leading to irrelevant — or worse, misleading — responses that frustrate people instead of solving their issue. And when companies lean too heavily on automation, they risk building rigid systems that make customers feel trapped, with no clear way to reach a human when it matters most.' While Klarna has been an early, vocal adopter of AI, Geller is encouraged to see Klarna's leadership course-correct from its earlier all-or-nothing approach. 'They recognized that trust and satisfaction aren't purely transactional — they're emotional,' she said. 'And to sustain loyalty, especially in complex or sensitive moments, customers still expect, and deserve, the option of a human touch.' Error in retrieving data Sign in to access your portfolio Error in retrieving data Error in retrieving data Error in retrieving data Error in retrieving data
