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“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/

IBM and Fluid Join to Provide an Innovative Shopping Experience

IBM is partnering with Fluid, Inc. to change the shape of the consumer shopping experience.
IBM is partnering with Fluid, Inc. to change the shape of the consumer shopping experience. The companies are honing in on the missing link in on-line shopping (as compared to in-… http://digitaltransformation.frost.com/expert-insights/viewpoints/ibm-and-fluid-join-provide-innovative-shopping-experience/

Startups Shaping Productivity through Next-Gen Workspaces

In recent weeks I've been briefed and had demos with a number of startup developers who focus on business, user, or process efficiency and productivity. From a high level there are striking similarities in what they do and aspire to achieve. In general, I…
Categories In recent weeks I've had demos with a number of startup developers who focus on business, user, or process efficiency and productivity. All of them strive to bring to… http://digitaltransformation.frost.com/expert-insights/viewpoints/startups-shaping-productivity-through-next-gen-workspaces/

GM, Toyota, and Target: Easier to do “The Wrong Thing” on Safety and Security?

Why do companies find it easier to cover up mistakes rather than preventing then, detecting them early on, and taking action, and taking full responsibility, and are extreme measures needed to break this behavior pattern?
Categories Tags It never ceases to amaze me how much more effort companies seem to make in reacting to covering up, blameshifting, and recovering from errors of their own crea… http://digitaltransformation.frost.com/expert-insights/viewpoints/gm-toyota-and-target-easier-do-wrong-thing-safety-and-security/

Omnichannel Customer Service (Part 1)

A two part look at the decline of the traditional "call center", the factors causing it. and what customer service will look like going forward in the North American market.
Categories Tags   The North American contact center industry has reached “maturity,” which is the code word for a gradual demise.  As noted in the analysis “Opportunities i… http://digitaltransformation.frost.com/expert-insights/viewpoints/omnichannel-customer-service-part-1/

Google Apps are Popular AND Effective

Recently, Frost & Sullivan conducted a survey of more than 400 Google Apps users ( IT administrators, line-of-business managers acting in an IT role, and end users not in IT) to identify trends in usage and satisfaction, and the successful adoption of a c…
Recently, Frost & Sullivan conducted a survey of more than 400 Google Apps users ( IT administrators, line-of-business managers acting in an IT role, and end users not in IT) to i… http://digitaltransformation.frost.com/expert-insights/viewpoints/google-apps-are-popular-and-effective/

In Europe, 2014 Will be the Year for Mobile Payment Initiatives!

Every week, a new product or project is revealed by major players from the telecommunication or the payment industry.
Categories Every week, a new product or project is revealed by major players from the telecommunication or the payment industry. This week, it is the turn of a French multinatio… http://digitaltransformation.frost.com/expert-insights/viewpoints/europe-2014-will-be-year-mobile-payment-initiatives/

Personal Data the New Gold Mine

The ICT industry has already taken the direction of Big Data, Data Analytics or Data Mining.
The ICT industry has already taken the direction of Big Data, Data Analytics or Data Mining. Personal data is at the heart of a new promising land. You have probably already heard… http://digitaltransformation.frost.com/expert-insights/viewpoints/personal-data-new-gold-mine/

Google Launches Video Quality Report, Rates ISPs On Delivery Of YouTube Content

Google has just launched something new called the “Google Video Quality Report“, which ranks ISPs based on how well they deliver YouTube content.
Categories Google has just launched something new called the “Google Video Quality Report“, which ranks ISPs based on how well they deliver YouTube content. It’s an interesting … http://digitaltransformation.frost.com/expert-insights/viewpoints/google-launches-video-quality-report-rates-isps-delivery-youtube-content/

Google Stirs the Hornet's Nest of Smart Homes Eco-systems

I came in to the office this morning to the news that Google will pay US$3.2 billion / EUR2.3 billion / GBP2.0 billion for Nest, a home automation device manufacturer.
Categories Tags I came in to the office this morning to the news that Google will pay US$3.2 billion / EUR2.3 billion / GBP2.0 billion for Nest, a home automation device manuf… http://digitaltransformation.frost.com/expert-insights/viewpoints/google-stirs-hornets-nest-smart-homes-eco-systems/

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