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Women in Leadership: Finding the Right Workplace to Build a Successful Career

Progressively-minded people around the world increasingly raise their voices in support of women’s rights, including the right to education and professional realization. Enabling women to work and earn a living is not only about gender equality; it’s also…
Categories Tags  Gender Equality in the Pursuit of Common Goals Progressively-minded people around the world increasingly raise their voices in support of women’s rights, i… http://digitaltransformation.frost.com/expert-insights/viewpoints/women-leadership-finding-right-workplace-build-successful-career/

Three Ways Apple Accidently Changed Business Communications

Bloggers and journalists far and wide have been recounting their first experience with the device that would change everything. What is not being talked about as much, however, is the impact that smart devices have had on our daily work lives.
Categories Tags There has been a lot of coverage about the major milestone in personal communications: the tenth anniversary of the first shipments of the original iPhone. Blo… http://digitaltransformation.frost.com/expert-insights/viewpoints/three-ways-apple-accidently-changed-business-communications/

Alaska Airlines Shows How to Deliver Excellent CXs

Alaska Airlines shows how to deliver excellent CXs in challenging environments that has helped it to grow, and plan for future growth.
Categories Tags Air travel and superb customer experiences (CXs) are not usually thought of in the same breath. Taking a plane all too often means enduring uncomfortable seats… http://digitaltransformation.frost.com/expert-insights/viewpoints/alaska-airlines-shows-how-deliver-excellent-cxs/

Amazon’s Potential, Disruptive, (and Welcome) Customer Contact Market Entry

Amazon is reportedly planning to offer chatbots while at the same time Avaya has freed up resources to strengthen its contact center market through its networking solution sale to Extreme Networks.
Categories Tags Amazon is apparently considering directly entering the customer contact market. Its Amazon Web Services (AWS) subsidiary is looking at offering chatbots/virtua… http://digitaltransformation.frost.com/expert-insights/viewpoints/amazons-potentially-disruptive-and-welcome-possible-contact-center-market-entry/

The Customer Experience Value of Customer Anonymity

Businesses have been focusing on customer personalization in order to provide an excellent Customer Experience. But there is also strong value in permitting customers to be anonymous.
Categories Tags Today’s customers are empowered with an unprecedented ability to drive their business relationships and that of other customers through instant knowledge acces… http://digitaltransformation.frost.com/expert-insights/viewpoints/customer-experience-value-customer-anonymity/

Speech is here to stay – Thoughts from the Conversational Interaction Conference

Thoughts from the Conversational Interaction show in San Jose, CA
Categories Tags As a self-professed speech geek, I love speech technology trade shows and conferences, and over the years I’ve watched them follow a similar evolution as that … http://digitaltransformation.frost.com/expert-insights/viewpoints/speech-here-stay-thoughts-conversational-interaction-conference/

Logitech SmartDock Runs the Analyst’s Gauntlet

Frost & Sullivan’s Analyst Gauntlet is a structured program wherein participating vendors and service providers give industry analysts deep dives and demonstrations of their collaboration solution. This week we evaluate Logitech SmartDock for Skype Room …
Categories Tags Frost & Sullivan’s Analyst Gauntlet is a structured program wherein participating vendors and service providers give industry analysts deep dives and demonstra… http://digitaltransformation.frost.com/expert-insights/viewpoints/logitech-smartdock-runs-analysts-gauntlet/

Excellent CX Delivery Relies on Completely Hearing the Voice of Customer

Obtaining the Voice of the Customer is more than surveys. Effective CX-supporting VoC requires paying attention to all customer interactions.
Categories Tags A NICE executive correctly pointed out to me recently that companies rely too heavily on surveys to obtain the voice of the customer (VoC).  Consequently, they… http://digitaltransformation.frost.com/expert-insights/viewpoints/excellent-cx-delivery-relies-completely-hearing-voice-customer/

Top 10 BPO Trends and Business Priorities for 2017

Against the backdrop of customer experience taking precedence in 2016, Juan Gonzalez, Research Director at Frost & Sullivan, shares his top 10 BPO trends and priorities that providers should be focusing on as we move into the new year.
Categories Tags Improving customer service has become synonymous with improving the overall interaction experience, regardless of the industry. Consumers are increasingly k… http://digitaltransformation.frost.com/expert-insights/viewpoints/top-10-bpo-trends-and-business-priorities-2017/

Elon Musk Responds to Customer Tweet with Lightning Speed using a Digital Solution

Charging area abuse problem swiftly solved with software.
Categories Tags Retailers - here's your wake up alarm! Loic Le Meur tweeted Elon Musk after being frustrated by people leaving their cars at charging stations for much longer … http://digitaltransformation.frost.com/expert-insights/viewpoints/elon-musk-responds-customer-tweet-lightning-speed-using-digital-solution/

Nordstrom Meets Customer Needs with Digital Solution

Nordstrom partners with CashStar to offer digital egifts.
Categories Tags Recognizing that a fifth of its sales already comes from ecommerce and mcommerce, Nordstrom is taking big steps towards digital transformation. The company wan… http://digitaltransformation.frost.com/expert-insights/viewpoints/nordstrom-meets-customer-needs-digital-solution/

GamEffective Shows How to Make CX-focused Gamification Successful

GamEffective demonstrates how gamification can help contact center agents deliver an improved CX
Categories Tags Playing is not simply recreation or exercise. Most critically, it promotes learning, knowledge retention, problem-solving, socialization and teamwork, and moti… http://digitaltransformation.frost.com/expert-insights/viewpoints/gameffective-show-how-make-cx-focused-gamification-successful/

Serving Multi-DRM Content - A Realistic Perspective

Total cost of ownership of multi-DRM solutions is quite misunderstood. This set of resources is designed to give decision-makers quick and accurate guidance on long-term considerations and strategy.
Categories Tags OTT delivery of premium video is growing, and the use of full-fledged DRM to secure this content is growing as well. Video service operators are realizing, as … http://digitaltransformation.frost.com/expert-insights/viewpoints/serving-multi-drm-content-realistic-perspective/

Brick & Mortar Meet Amazon Go

Future of Digital Transformation in Retail - Amazon Makes a "Go" of It.
Categories Tags Brick & Mortar - Let Me Introduce to Amazon Go Amazon.com Inc. is opening Amazon Go in Seattle, a 1,800-square-foot store (AKA convenience store), which inc… http://digitaltransformation.frost.com/expert-insights/viewpoints/brick-mortar-meet-amazon-go/

Innovations in Digital Advertising –– Impact, Cost Implications, and Best Practice Examples for Header Bidding

A blog on header bidding, an important advertising technique, and AudienceScience's participation in the header bidding opportunity.
Categories Tags Introduction Frost & Sullivan expects the US digital advertising market to be worth over $100 billion by the year 2022. A significant percentage of the foreca… http://digitaltransformation.frost.com/expert-insights/viewpoints/innovations-digital-advertising-impact-cost-implications-and-best-practice-examples-header-bidding/

Two Things this UC Analyst is Thankful For

It’s that time of the year again when we all take a moment to reflect on the things we are thankful for. On a personal level, it is usually good health, friends, family, and at least for me, the smart and cool people I get to work with. As an industry ana…
Categories Tags It’s that time of the year again when we all take a moment to reflect on the things we are thankful for. On a personal level, it is usually good health, friend… http://digitaltransformation.frost.com/expert-insights/viewpoints/two-things-uc-analyst-thankful/

Digital Advertising Grows, So does Ad Fraud

This blog highlights the impact of fraud on digital advertising. It also talks about the steps taken by the industry to counter fraud.
Categories Tags The Growing Digital Advertising Market The US digital advertising market is on a growth trajectory. Frost & Sullivan’s research indicates that advertisers spe… http://digitaltransformation.frost.com/expert-insights/viewpoints/digital-advertising-grows-so-does-ad-fraud/

The 2016 AT&T Analyst Summit – Thoughts and Feedback from Frost & Sullivan

Thoughts on the 2016 AT&T Industry Analyst Summit from Dilip Sarangan, Industry Principal for IoT at Frost & Sullivan. The event was held between October 5-7, 2016 in Dallas, TX.
Categories Another year has come and gone. Frost & Sullivan ended its fiscal year 2016 at the end of September, and last week marked the start of a new year. It also marked the … http://digitaltransformation.frost.com/expert-insights/viewpoints/2016-t-analyst-summit-thoughts-and-feedback-frost-sullivan/

What Lies Ahead for Samsung after the Galaxy Note 7 Recall?

What Lies Ahead for Samsung after the Galaxy Note 7 Recall?
Categories Tags LONDON – 11 October 2016 – “Samsung is stopping global sales of their new Galaxy Note 7 phone, and stopping production indefinitely. A catastrophic battery cel… http://digitaltransformation.frost.com/expert-insights/viewpoints/what-lies-ahead-samsung-after-galaxy-note-7-recall/

Truly Effective Video CX, Served by Verizon (and John McEnroe)

Video has long had an unrealized promise to improve the Customer Experience. But that may change with the use of smartphones and apps as shown in a Verizon ad featuring tennis great John McEnroe
Video has long been touted as the next greatest Customer Experience (CX) technology. But it has never taken off, contrary to the hopes (and the hype) of its champions.  There a… http://digitaltransformation.frost.com/expert-insights/viewpoints/truly-effective-video-cx-served-verizon-and-john-mcenroe/

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