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Reflections from NAB 2017

Trends, takeaways and technology highlights from this year's broadcasting show.
Categories Tags Thoughts from NAB 2017 Big changes are sweeping through our industry. The emphatic presence of Google and Facebook at the entrance to the South Hall was a c… http://digitaltransformation.frost.com/expert-insights/viewpoints/reflections-nab-2017/

The U.S. Digital Payments Market: Growth of e-commerce and Mobile Shopping Continues Unabated

Digital payment transactions are on an aggressive growth trajectory in the United States. This blog describes the mega trends in the payments industry and highlights their impact on digital payments.
Categories Tags Digital payment transactions are on an aggressive growth trajectory in the United States. Key mega trends in the payments industry include: Bricks and clic… http://digitaltransformation.frost.com/expert-insights/viewpoints/us-digital-payments-market-growth-e-commerce-and-mobile-shopping-continues-unabated/

Has the Airline Industry Reached a State of "CX Nihilism"?

In the wake of the recent United Airlines incident, while industries may not be able to change core conditions that create poor CX, they can take steps to minimize customer annoyance
Categories Tags Vox.com just published a great article on why air travel has become a terrible customer experience (CX) in the aftermath of United Airlines’ removal of a custo… http://digitaltransformation.frost.com/expert-insights/viewpoints/has-airline-industry-reached-state-cx-nihilism/

Lessons Learned: CX Focus Key to Successful Customer Contact Automation

Automation tools like chatbots and virtual assistants can successfully reduce live agent costs if implemented correctly
Categories Tags There is a strong sense of déjà vu arising from the conversations about whether the new wave of artificial intelligence (AI)-driven chatbots and virtual assist… http://digitaltransformation.frost.com/expert-insights/viewpoints/lessons-learned-cx-focus-key-successful-customer-contact-automation/

Device as a Service: Re-evaluating a Traditional Need in a Cloud World

Advancements in software development and cloud architectures are driving a profound shift towards communications technology delivered as a service. Double-digit user and provider revenue growth rates in the hosted Internet Protocol (IP) telephony and unif…
Categories Tags Advancements in software development and cloud architectures are driving a profound shift towards communications technology delivered as a service. Double-digi… http://digitaltransformation.frost.com/expert-insights/viewpoints/device-service-re-evaluating-traditional-need-cloud-world/

Understanding U.S. Network Operators’ Growth Strategies for IoT

Highlights of the U.S. carriers' network, platforms, applications and big data strategy for IoT.
Categories Tags U.S. tier-I network operators continue to invest in advanced networks, software platforms, and applications to differentiate in IoT. For example, Verizon recen… http://digitaltransformation.frost.com/expert-insights/viewpoints/understanding-us-network-operators-growth-strategies-iot1/

ICYMI: Elka Popova talking UCaaS at Enterprise Connect 2017

If you missed Elka's panel at Enterprise Connect, check out her pre-session interview, recording live on the show floor.
Categories Tags If you missed Elka's panel at Enterprise Connect, check out her pre-session interview, recording live on the show floor. http://digitaltransformation.frost.com/expert-insights/viewpoints/icymi-elka-popova-talking-ucaas-enterprise-connect-2017/

April 5 eBroadcast To Provide Insights on Perfecting the CX

Expert panel will discuss how and why the digital era is transforming the customer journey, the ways in which utilizing contextual data can delight customers on any channel, and how to perfect the CX.
Categories Tags Customers are setting today’s business agenda and are now in the customer relationship driver’s seat. There are numerous reasons why they are taking the steeri… http://digitaltransformation.frost.com/expert-insights/viewpoints/april-5-ebroadcast-provide-insights-perfecting-cx/

Canada Moves to Spark Investment and Growth in Tech and Green Sectors

The Canadian government is taking steps in its new budget to encourage the digital transformation of the country's economy.
Categories Tags On Wednesday, March 22, the Canadian government, led by Liberal Prime Minister Justin Trudeau, unveiled its annual budget that includes funding for programs th… http://digitaltransformation.frost.com/expert-insights/viewpoints/canada-moves-spark-investment-and-growth-tech-and-green-sectors/

Amazon’s Potential, Disruptive, (and Welcome) Customer Contact Market Entry

Amazon is reportedly planning to offer chatbots while at the same time Avaya has freed up resources to strengthen its contact center market through its networking solution sale to Extreme Networks.
Categories Tags Amazon is apparently considering directly entering the customer contact market. Its Amazon Web Services (AWS) subsidiary is looking at offering chatbots/virtua… http://digitaltransformation.frost.com/expert-insights/viewpoints/amazons-potentially-disruptive-and-welcome-possible-contact-center-market-entry/

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