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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/

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/

The Stepped-Up Need to Immediately Uncover and Address Technology Risks

Categories Tags Safety and security have always been the afterthoughts of almost every technology innovation and deployment.  As a result, innocent, and sometimes not-so innoc… http://digitaltransformation.frost.com/expert-insights/viewpoints/stepped-need-immediately-uncover-and-address-technology-risks/

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/

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/

2015 Predictions for Enterprise Communications

Categories Tags I always liked to read the articles written by fellow analysts related to yearly predictions. This time I decided to give it a shot myself and write my own obs… http://digitaltransformation.frost.com/expert-insights/viewpoints/2015-predictions-enterprise-communications/

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/

Mobile Field Service Management: More Predictive, More Proactive, More Preventive

Today's field service management apps are very emphatically moving away from simple worker tracking. Location is great to know, but it's just the beginning of what needs to be accomplished out on the front line.
Categories Tags Today's field service management apps are very emphatically moving away from simple worker tracking.  Location is great to know, but it's just the beginning of… http://digitaltransformation.frost.com/expert-insights/viewpoints/mobile-field-service-management-more-predictive-more-proactive-more-preventive/

Wearables in the Enterprise Market

A couple of weeks ago, Salesforce.com announced that it is launching Salesforce Wear – CRM software and developer tools for wearables. We give the company high marks for being on the cutting edge … however, we’re not sure just how real the value is at thi…
A couple of weeks ago, Salesforce.com announced that it is launching Salesforce Wear – CRM software and developer tools for wearables. We give the company high marks for being on … http://digitaltransformation.frost.com/expert-insights/viewpoints/wearables-enterprise-market/

Making the Mobile App Sale to SMBs -- And Then Keeping It!

Oh, yes indeed, smaller businesses continue to be skeptical of mobile worker apps. But there are ways to still make the sale ... and to keep these infamous high-churners as long-term, profitable customers.
Categories Tags Oh, yes indeed, smaller businesses continue to be skeptical of mobile worker apps.  But there are ways to still make the sale … and to keep these infamous high… http://digitaltransformation.frost.com/expert-insights/viewpoints/making-mobile-app-sale-smbs-and-then-keeping-it/

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/

Examining the Role of M2M Alliances

In Europe, 2013 was an interesting year for the machine-to-machine (M2M) market as participants ranging from telecommunications (telecoms) service providers to software applications providers addressed the connected industries’ opportunities.
Categories Tags In Europe, 2013 was an interesting year for the machine-to-machine (M2M) market as participants ranging from telecommunications (telecoms) service providers to… http://digitaltransformation.frost.com/expert-insights/viewpoints/examining-role-m2m-alliances/

A Rustling of Hot Topics - 2014 Search for Growth Survey - Preliminary Findings

Rumors about the next big thing fly in the air with the frequency of the falling leaves in London at this time of year.
Categories Tags Rumours about the next big thing fly in the air with the frequency of the falling leaves in London at this time of year. After a particularly windy weekend, wh… http://digitaltransformation.frost.com/expert-insights/viewpoints/rustling-hot-topics-2014-search-growth-survey-preliminary-findings/

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