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The 2016 AT&T Analyst Summit – Thoughts and Feedback from Frost & Sullivan

Thoughts on the 2016 AT&T Industry Analyst Summit from Dilip Sarangan, Industry Principal for IoT at Frost & Sullivan. The event was held between October 5-7, 2016 in Dallas, TX.
Categories Another year has come and gone. Frost & Sullivan ended its fiscal year 2016 at the end of September, and last week marked the start of a new year. It also marked the … http://digitaltransformation.frost.com/expert-insights/viewpoints/2016-t-analyst-summit-thoughts-and-feedback-frost-sullivan/

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/

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/

“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/

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/