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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/

Is Investing in Digital Advertising a Miscalculation? Ask Facebook

Facebook committed a serious breach of trust with its advertisers. This post explores how it did so, the implications on digital advertising--and how, based on its actions leading up to this revelation, "This is not the Facebook we have come to know."
AUTHOR: Jeff Cotrupe, Industry Director, Big Data & Analytics, Stratecast | Frost & Sullivan Facebook has been seriously overstating to advertisers the success of ads placed on… http://digitaltransformation.frost.com/expert-insights/viewpoints/investing-digital-advertising-miscalculation-ask-facebook/

Microsoft LinkedIn Deal May Force Facebook and Salesforce Together

Microsoft's (MSFT) $26 billion acquisition of LinkedIn has the potential of giving Microsoft Dynamics CRM a powerful leg-up on Salesforce (and on Oracle and SAP)
Categories Tags Microsoft's (MSFT) $26 billion acquisition of LinkedIn has the potential of giving Microsoft Dynamics CRM a powerful leg-up on Salesforce (and on Oracle and SA… http://digitaltransformation.frost.com/expert-insights/viewpoints/microsoft-linkedin-deal-may-force-facebook-and-salesforce-together1/

Huawei Global Analyst Summit 2016 – Update on Unified Communications & Collaboration (UC&C) Business

Categories Tags During the Huawei Global Analyst Summit in Shenzhen from 11 to 13th April, senior executives from Huawei shared the company’s strategic thinking, latest produc… http://digitaltransformation.frost.com/expert-insights/viewpoints/huawei-global-analyst-summit-2016-update-unified-communications-collaboration-ucc-business/

Privacy is a Myth!

This blog talks about some of the ways in which data is generated about consumers, and how it can be used to deliver relevant ads to consumers.
Categories Tags The title of this blog will raise many eyebrows. After all, don’t we all cherish our privacy? We don’t want people or organizations to obtain information about… http://digitaltransformation.frost.com/expert-insights/viewpoints/privacy-myth/

Takeaways from Huawei Global Analyst Summit 2016

Summary of Huawei Global Analyst Summit 2016 - by ICT Industry Principal Alaa Saayed.
Categories Tags Earlier this month, I had the pleasure to attend Huawei’s global analyst summit which was held in the modern metropolis of Shenzhen, in Southeast China. Th… http://digitaltransformation.frost.com/expert-insights/viewpoints/takeaways-huawei-global-analyst-summit-2016/

Social Customer Service is Withering. Long Live the Social Customer Channel

A recent report indicates that social customer service and support may be fading but instead social customer interactions may be evolving to encompass more marketing and sales.
Categories Tags Social media as a customer care channel had its coming out party in 2011-2012 when numerous contact center vendors announced an initial wave of solutions.  The… http://digitaltransformation.frost.com/expert-insights/viewpoints/social-customer-service-withering-long-live-social-customer-channel/

Finally Speech Recognition has its Day – Digital Transformation and Customer Care

Speech Technologies have now become a trusted enabler in the potential for digital transformation of the Customer Experience
Categories Tags For those of you who are speech geeks like me and lived through the late 1980’s and early 90’s in awe of speech-enabling an Interactive Voice Response (IVR) un… http://digitaltransformation.frost.com/expert-insights/viewpoints/finally-speech-recognition-has-its-day-digital-transformation-and-customer-care/

Overcoming the Challenges with Providing Truly Omnichannel Retail Customer Service

There are critical environment issues that have limited the ability of retailers to have in-store staff also handle online customers. There are new technologies that are being rolled out to make this happen.
Categories Tags Of the customer contact channels, the most prevalent is still in-store B2C and B2B retail.  But it is also is the most difficult channel to integrate voice and… http://digitaltransformation.frost.com/expert-insights/viewpoints/overcoming-challenges-providing-truly-omnichannel-retail-customer-service/

Nokia/ALU Merger: Scale and Execution Yield Competitive Advantage

An analysis of the merger in the aftermath of Monday's Nokia announcement that it gained control of Alcatel-Lucent via a successful public exchange offer.
Categories Tags The telecom vendor space has gone through a flurry of M&A activity in recent years, driven by activist shareholders and private equity funds focusing on balanc… http://digitaltransformation.frost.com/expert-insights/viewpoints/nokiaalu-merger-scale-and-execution-yield-competitive-advantage/

Digital Channels Are Driving Customer Contacts to the Cloud

More customer contact applications are in the cloud, but this number will rise with customers' increasing preference for digital channels.
Categories Tags Customer contact centers will continue to lift their solutions to the cloud. A new Frost & Sullivan research report, North America Hosted/Cloud Contact Center … http://digitaltransformation.frost.com/expert-insights/viewpoints/digital-channels-are-driving-customer-contacts-cloud/

Thoughts from Streaming Media West 2015 - Part 1

Key takeaways from Streaming Media West around 4K, HEVC, and the continued elusiveness of actually profiting from online entertainment video services.
Categories Tags This year's Streaming Media West was, in my perspective, all about getting down to the business of getting stuff done, and making money on online video. In ter… http://digitaltransformation.frost.com/expert-insights/viewpoints/thoughts-streaming-media-west-2015-part-1/

Creating a Digital Collaborative Space the Size of a Football Field

Bluescape is an innovative company delivering a cloud-based, collaborative solution for the Workplace of the Future. It is being effectively used in highly collaborative, creative, and interactive environments across industries today.
I met with the Bluescape team (Elizabeth McGlauflin (COO), Nicholas Brown (VP Products), and Hillary Harper (Marcom Manager) in San Carlos, California to see a demo and discuss th… http://digitaltransformation.frost.com/expert-insights/viewpoints/creating-digital-collaborative-space-size-football-field1/

Creating a Digital Collaborative Space the Size of a Football Field

Bluescape is an innovative company delivering a cloud-based, collaborative solution for the Workplace of the Future. It is being effectively used in highly collaborative, creative, and interactive environments across industries today.
Categories Tags I met with the Bluescape team (Elizabeth McGlauflin (COO), Nicholas Brown (VP Products), and Hillary Harper (Marcom Manager)) in San Carlos, California to see … http://digitaltransformation.frost.com/expert-insights/viewpoints/creating-digital-collaborative-space-size-football-field/

Cisco & Ericsson Partnership To Combat Threat Posed by Alcatel-Lucent & Nokia Merger

Ericsson and Cisco Systems announced a comprehensive partnership around products and services for next-generation service provider networks. Who benefits? Who is challenged? Will the partnership yield dividends? This blog is our take on the impact, fallou…
Categories Tags This morning, Cisco and Ericsson announced a major partnership combining Cisco's product line with Ericsson's massive service organization to aim for over $1B … http://digitaltransformation.frost.com/expert-insights/viewpoints/cisco-ericsson-partnership-combat-threat-posed-alcatel-lucent-nokia-merger/

Ericsson and Cisco commit to a future of cooperative networking, software, services and R&D

Ericsson and Cisco chose partnering over merging. They may have chosen wisely, at least for the short term.
Categories Tags Tim McElligott Ericsson and Cisco announced the formation of a global business and technology partnership today that answered not only how the companies wou… http://digitaltransformation.frost.com/expert-insights/viewpoints/ericsson-and-cisco-commit-future-cooperative-networking-software-services-and-rd/

Crossroads: What the Dell - EMC merger means

DELL - EMC if played well has the potential of giving other majors like IBM and HP many sleepless nights! From Dell's perspective buy vs build or partner to transform its brand image of a device/hardware-centric company and leverage EMC's well put togethe…
Categories Tags For a long time the market perception of Dell has been that of a device/hardware centric company playing in commodities with low margins. EMC on the other hand… http://digitaltransformation.frost.com/expert-insights/viewpoints/crossroads-what-dell-emc-merger-means/

Creating a Sustainable Model for Peer-to-Peer Car Sharing

Tackling Smart City issues, starting with transport, offers quick wins for any policy maker
Categories Tags The weight of urbanization is exerting mounting pressure on policy makers on a global scale. The trend is not a recent phenomenon. Cities did not undergo massi… http://digitaltransformation.frost.com/expert-insights/viewpoints/creating-sustainable-model-peer-peer-car-sharing/

The iPhone Upgrade Program – Carriers Beware!

On 9/9/2015, Apple announced its latest devices in San Francisco. While much of the analyst commentary has been focused on new device features and functionality, I would like to discuss a small footnote of the announcement that is likely to send shockwave…
Categories Tags On 9/9/2015, Apple announced its latest devices in San Francisco. While much of the analyst commentary has been focused on new device features and functionalit… http://digitaltransformation.frost.com/expert-insights/viewpoints/iphone-upgrade-program-carriers-beware/

What to make of the Apple announcements today..

Apple ipad Pro, Apple Upgrade Plan and Apple TV Stand Out
Categories Tags Its amazing to see how well the Apple team has continued the legacy of Steve Jobs. The trademark annual launch events continue to generate the same excitemen… http://digitaltransformation.frost.com/expert-insights/viewpoints/what-make-apple-announcements-today/