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Digitally Transforming Customer Care

Artificial intelligence in customer care is changing the face of customer service.
Categories Tags Providing positive and profitable customer experiences means nurturing customer relationships that unfold across time and channels. Productive customer interac… http://digitaltransformation.frost.com/expert-insights/viewpoints/digitally-transforming-customer-care/

Product/Service Quality, Not Necessarily Customer Service, is Key to CX

Businesses have to focus on delivering excellent Customer Experiences to grow and survive. But they should prioritize on ensuring product and service quality first then on customer service and support and voice of customer.
Categories Tags Delivering an excellent Customer Experience (CX) has become paramount for businesses’ customer and revenue retention, profits, and ultimately survival. But the… http://digitaltransformation.frost.com/expert-insights/viewpoints/productservice-quality-not-necessarily-customer-service-key-cx/

Careful Application of Big Data Analytics to Prevent and Solve Crimes

Law enforcement organizations can greatly benefit from Big Data Analytics, but they must be very careful in how they apply them. They can learn lessons from customer contact organizations.
Categories Tags The dark satirical Orwellian 1984-evoking movie Brazil graphically, if black-humorously, illustrates the consequences of bad data in law enforcement. There is … http://digitaltransformation.frost.com/expert-insights/viewpoints/careful-application-big-data-analytics-prevent-and-solve-crimes/

The Game-Changer: BPO Innovation Up and Across the Value Chain

Customer care outsourcers are putting solutions in-place that affect their clients’ core business; from strategy, operations and processes to the financial bottom line.
The Game-Changer: BPO Innovation Up and Across the Value Chain Frost & Sullivan continues to research and report on trends in the customer care Business Process Outsourcing (BP… http://digitaltransformation.frost.com/expert-insights/viewpoints/game-changer-bpo-innovation-and-across-value-chain/

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/