Seach this site

Why the USA Women's Soccer Team is Important for the World

Categories After viewing the amazing efforts left on the field by the US Women’s Soccer team alongside the rest of the country, I stumbled across the following Los Angeles Times… http://digitaltransformation.frost.com/expert-insights/viewpoints/why-usa-womens-soccer-team-important-world/

Gun Violence in US and Long-term Implications to Future Life

Categories Tags Gun violence appears to be great fodder for media as it always becomes the top news story and is discussed and overanalyzed. Unfortunately, it sets a tone for s… http://digitaltransformation.frost.com/expert-insights/viewpoints/gun-violence-us-and-long-term-implications-future-life/

Investor Panic in China

Is there a Future for this Risk?
Categories Tags It is a very interesting situation in China. What impact are FinTech or the disruptive new business models in finance going to have on public stock exchanges? … http://digitaltransformation.frost.com/expert-insights/viewpoints/investor-panic-china/

Aging Population Is Key Critical Market for Internet of Things (IoT)

Why meeting the needs of an aging population is becoming a key market for the Internet of Things
Categories Americans and Canadians who rely on the Internet of Things (IoT) to monitor and adjust their homes’ a/c, alarms, lighting, water taps, and window shades while they ar… http://digitaltransformation.frost.com/expert-insights/viewpoints/aging-population-key-critical-market-internet-things-iot/

Google Sets Sights on Smart Cities

Google has launched a new "urban innovation" initiative called Sidewalk Labs. We look at how this shakes up the smart city market landscape, and the potential challenges facing this new enterprise.
Categories Tags Google Wades into the Smart City Marketplace On June 10th, Google announced a new initiative titled Sidewalk Labs, dubbed an “urban innovation company”, led b… http://digitaltransformation.frost.com/expert-insights/viewpoints/google-sets-sights-smart-cities/

Unique Use Cases for Social Apps in the Enterprise

Social networking is undoubtedly one of the most impactful consumer technologies today. Many technology developers are trying to replicate the success of the consumer social phenomenon in a business setting.Technology developers that are not entrenched i…
Categories Social networking is undoubtedly one of the most impactful consumer technologies today.  Many technology developers are trying to replicate the success of the consume… http://digitaltransformation.frost.com/expert-insights/viewpoints/unique-use-cases-social-apps-enterprise/

Post-Earth Day Resolution: Start Charging For the Environment

If there is one post-Earth Day resolution we should make and follow it is to find a means by which to effectively and equitably charge for environmental goods. Tapping the power of the marketplace is the most defensible and effective method of limiting po…
Categories Tags Economists point out that “there ain’t no such thing as a free lunch (TANSTAAFL). That goods are scarce; as more of them are consumed there will be less availa… http://digitaltransformation.frost.com/expert-insights/viewpoints/post-earth-day-resolution-start-charging-environment/

Delta Flight 1630: Life and Death Customer Service Experience at 27,000 Feet!

Delta customer service at its best across the logistics chain - in the air and on the ground. This analyst LOVES Delta.
Categories Tags There is a heightened awareness these days about airline safety, bad news about runway skids and coverage of recent plane crashes. I hope you can relate to thi… http://digitaltransformation.frost.com/expert-insights/viewpoints/delta-flight-1630-life-and-death-customer-service-experience-27000-feet/

So Why Does Customer Service Stink?

The prevailing wisdom is that providing an excellent Customer Experience is vital for companies' success and growth. But there are all too many reports about poor customer service. Why is there a disconnect? The blog presents several theories. Readers are…
Categories Tags Almost every day, it seems, there is another report on why enabling an excellent Customer Experience is vital for companies.  Here are just a few examples of t… http://digitaltransformation.frost.com/expert-insights/viewpoints/so-why-does-customer-service-stink/

Nuance Analyst Day - Broadening the Conversation

Notes on Nuance's West Coast Analyst Day
Categories Tags When I started working with Nuance around 1993 or 1994 I thought adding speech recognition to IVRs and creating grammars so that we would allow users to easily… http://digitaltransformation.frost.com/expert-insights/viewpoints/nuance-analyst-day-broadening-conversation/

Avaya Stadium - State of the Art - A Great Fan Day Experience

Opening Day at the New Avaya Stadium
Categories Tags Stadiums are a passion for me, being a veteran of over 100 college football away games, and numerous other sporting events. I love the whole fan experience; th… http://digitaltransformation.frost.com/expert-insights/viewpoints/avaya-stadium-state-art-great-fan-day-experience/

New ICMI/LiveOps Report, Facebook Messenger Raises Questions on Contact Center Value

A new, disquieting, but refreshingly honest, and yet unsurprising International Customer Management Institute (ICMI)/ LiveOps report calls into question the underlying value of having contact centers to support the Customer Experience.
Categories Tags A new, disquieting, but refreshingly honest, and yet unsurprising International Customer Management Institute (ICMI)/ LiveOps report calls into question the un… http://digitaltransformation.frost.com/expert-insights/viewpoints/new-icmiliveops-report-facebook-messenger-raises-questions-contact-center-value/

Get S.M.A.R.T. : Key Criteria for Customer Care Outsourcer Selection

Important questions to ask when considering whether to outsource your brand's customer care
Categories Tags Service quality and value are critical factors in a client's decision to outsource some or all of their call volumes. I believe that there are a number of fact… http://digitaltransformation.frost.com/expert-insights/viewpoints/get-smrt-key-criteria-customer-care-outsourcer-selection/

“My Biggest Client is Dumping Me!”: A BPO Nightmare

Frost & Sullivan has noted in our interviews with leading market participants, a trend toward reducing the number of provider partners. This movement has been particularly acute over the last 3 years.…
Categories Tags Customer Care outsourcers offer a multitude of benefits to their client base. This includes eliminating capital expenses, flexibility to address new markets, a… http://digitaltransformation.frost.com/expert-insights/viewpoints/my-biggest-client-dumping-me-bpo-nightmare/

Customer Intelligence is the new BLACK

For contact center transactions, Frost & Sullivan defines Cost-to-Serve (CTS) as the total cost across all channels to resolve customer issues.
Categories Tags Contact centers represent the 'tip of the spear' in global customer interactions. With the latest customer intelligence tools, organizations can: Better re… http://digitaltransformation.frost.com/expert-insights/viewpoints/customer-intelligence-new-black/

When Culture Helps Innovate Customer Engagement: The South Africa Example

A summary of the recent “Offshoring South Africa” summit in Cape Town, South Africa.
Categories Tags On my fourth visit to South Africa, I attended the March, 2015, "Offshoring South Africa" Conference in Cape Town, where I sat on a panel to discuss "The Futur… http://digitaltransformation.frost.com/expert-insights/viewpoints/when-culture-helps-innovate-customer-engagement-south-africa-example/

Making Mobile Happen in Cloud-Based File Sharing

Mobile devices are the last frontier in cloud-based file sharing services. Mobility frees workers from on-premises networks and allows for in the field reporting. However, to work seamlessly in a mobi…
Categories Tags Smartphones are celebrated for empowering the people that use them. Smartphone users can access a wide range of applications, consume mountains of digital cont… http://digitaltransformation.frost.com/expert-insights/viewpoints/making-mobile-happen-cloud-based-file-sharing/

Steel Bars Around Clouds – Secure Content Protection in Cloud-Based File Sharing Systems

In a recent blog series about enterprise file sharing (EFSS), I discussed the features and benefits, the added productivity gains, and the financial sense that enterprises realize when you using this …
Categories Tags In the 2014 Frost & Sullivan Cloud User Survey, cloud adopters were asked why they adopted the cloud. The top responses were: Improve IT flexibility/agilit… http://digitaltransformation.frost.com/expert-insights/viewpoints/steel-bars-around-clouds-secure-content-protection-cloud-based-file-sharing-systems/

The Weekly Disrupt #4

The Weekly Disrupt is a summary of the most important technology stories from the last week. These are stories that hint at fundamental shifts in the way we will live and do business - things to keep on your radar to ensure you capture future growth oppor…
The Weekly Disrupt is a summary of the most important technology stories from the last week. These are stories that hint at fundamental shifts in the way we will live and do busin… http://digitaltransformation.frost.com/expert-insights/viewpoints/weekly-disrupt-4/