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The Weekly Disrupt #3

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 busi… http://digitaltransformation.frost.com/expert-insights/viewpoints/weekly-disrupt-3/

Moratorium on IoT-enabled Toys, Monitors, Until Strict Security Standards are Imposed

The dangers of IoT connected consumer devices, especially toys and monitors are so great that governments must step in with sales moratoriums until tough new security standards are developed and are in place.
My colleague, Principal Analyst Nancy Jamison recently Tweeted a BBC article about a disturbing trend in children’s toys and that is their being connected to the Internet (the Int… http://digitaltransformation.frost.com/expert-insights/viewpoints/moratorium-iot-enabled-toys-monitors-until-strict-security-standards-are-imposed/

The Weekly Disrupt - Edition #2

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 busine… http://digitaltransformation.frost.com/expert-insights/viewpoints/weekly-disrupt-edition-2/

BPO Growth Climbs with a Laser Focus on Industry Verticals

Business Process Outsourcers in North America are expecting greater revenue growth through deeper penetration within 4 core vertical sectors
As many of you who follow BPO growth already know, the market for the outsourcing of customer care in North America is very fragmented and fiercely competitive. There are fewer th… http://digitaltransformation.frost.com/expert-insights/viewpoints/bpo-growth-climbs-laser-focus-industry-verticals/

Automakers Must Address Vehicle IoT Security Risks Immediately

Automakers must address IoT security risks in vehicles. New report by U.S. Senator Edward Markey who plans to introduce legislation with U.S. Senator Richard Blumenthal.
Last month I blogged about the critical need for companies to bolster their IT security. They must especially pay attention to connected devices or the Internet of Things (IoT), i… http://digitaltransformation.frost.com/expert-insights/viewpoints/automakers-must-address-vehicle-iot-security-risks-immediately/

Innovating the Virtual Office & Optimizing the Client Experience in BPO

A summary of the recent opening of a Teleperformance virtual office in Dubai.
On February 4, 2015, a group of BPO industry analysts joined Teleperformance Group for the opening of their new virtual office in Dubai, the United Arab Emirates (UAE). Yannis … http://digitaltransformation.frost.com/expert-insights/viewpoints/innovating-virtual-office-optimizing-client-experience-bpo/

Support Interaction Optimization (SIO) Takes on the Changing Face of Customer Service

Introduction to an emerging contact center market segment - Support Interaction Optimization (SIO)
Today’s sophisticated consumer and increasingly complex products and services have put a strain on technical support personnel who are on the front lines of providing customer ser… http://digitaltransformation.frost.com/expert-insights/viewpoints/support-interaction-optimization-sio-takes-changing-face-customer-service/

The Weekly Disrupt

The Weekly Disrupt is a summary of the most important technology stories that you need to know about 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…
Categories Tags 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 wil… http://digitaltransformation.frost.com/expert-insights/viewpoints/weekly-disrupt/

Connected Living: Brave New World or Utopia?

The benefits of a connected society will be unparalleled but individuals need to understand the privacy trade-off
Categories Tags As William Gibson once said; “The future is already here — it’s just not very evenly distributed”. This is true of the geographic distribution of new technologi… http://digitaltransformation.frost.com/expert-insights/viewpoints/connected-living-brave-new-world-or-utopia/

Employers: Insist on Contagious Disease Vaccinations for Employees and Families

Categories Tags Communicable deadly and debilitating diseases like the measles cause immense havoc, not only to individuals and their families, but to the economy and society … http://digitaltransformation.frost.com/expert-insights/viewpoints/employers-insist-contagious-disease-vaccinations-employees-and-families/

The Changing Landscape for Consumer Devices and Customer Service: A View of CES2015

Consumer devices are demanding sea change in the way we deliver customer support. Here is one view from CES.
Categories Tags   On the consumer electronics front, I need a wearable that I can program to warn me in early Fall that I need to register for the 2015 Consumer Electronics… http://digitaltransformation.frost.com/expert-insights/viewpoints/changing-landscape-consumer-devices-and-customer-service-view-ces2015/

Make Providing a Superior Customer Experience Your New Year’s Resolution

Customers want immediate, thorough, and successful omni-channel customer care, and for a growing range of products and services.  So why not make it your 2015 resolution to provid… http://digitaltransformation.frost.com/expert-insights/viewpoints/make-providing-superior-customer-experience-your-new-years-resolution/

Consider the “Gift” of WebRTC for your Contact Center

Categories Web Real-Time Communication (WebRTC) is the realizable future of contact center voice and video by allowing customers and agents to interact with each other through W… http://digitaltransformation.frost.com/expert-insights/viewpoints/consider-gift-webrtc-your-contact-center/

The Cruelty of the Airlines’ Customer Experience

Categories There is no better term than cruelty to explain how airlines have been treating its economy customers and favoring their first class patrons, in order to reduce costs… http://digitaltransformation.frost.com/expert-insights/viewpoints/cruelty-airlines-customer-experience/

The Rise of Latin American Based BPO Providers

There are not many industries, except for commodities, where you can find 2 Latin American Providers among the TOP 5 players worldwide. However, the BPO CRM space is one of those.
Categories There are not many industries, except for commodities, where you can find 2 Latin American Providers among the TOP 5 players worldwide. However, the BPO CRM space is … http://digitaltransformation.frost.com/expert-insights/viewpoints/rise-latin-american-based-bpo-providers/

The Benefits of Content Collaboration

About the benefits of IBM Navigator on Cloud Platform
Categories Tags Historically, the concept of data had a simple connotation as something that had to be searched for and retrieved behind a network firewall in an IT-managed re… http://digitaltransformation.frost.com/expert-insights/viewpoints/benefits-content-collaboration/

Managing the Customer Shift to Online Channels

Categories Tags Customers are taking control of their relationships with companies, and that is having a profound impact on the Customer Experience.  Customers want immediate,… http://digitaltransformation.frost.com/expert-insights/viewpoints/managing-customer-shift-online-channels/

Connecting Customers to Connected Devices/Internet of Things

Categories Tags Each day more products and services are becoming connected to each other, to customers, and to employees.  Appliances, equipment, furnaces, dimmers, thermostat… http://digitaltransformation.frost.com/expert-insights/viewpoints/connecting-customers-connected-devicesinternet-things/

“Customer Experience” Honored More in the Breach Than in Reality?

Focusing on the “Customer Experience” should be obvious to companies, but it is honored more in the breach, including by vendors, for several reasons.
Focusing on the “Customer Experience” has become an “interesting” buzz phrase for several reasons: 1. Isn’t it obvious that companies should satisfy customers in order to retai… http://digitaltransformation.frost.com/expert-insights/viewpoints/customer-experience-honored-more-breach-reality/

Why Social is Different (and How to Adapt Marketingwise)

Social media marketing issues and an approach to finding answers to them.
Categories Tags Every company understands the necessity of listening and engaging with customers on social media. But have most companies grasped how to effectively market to … http://digitaltransformation.frost.com/expert-insights/viewpoints/why-social-different-and-how-adapt-marketingwise/