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Content Management: The Nerve Center of Enterprise Digital Transformation

Effective content management is arguably the single most important issue for any organization that has embarked on its journey of digital transformation.
ture of a true enterprise grade content management approach. I stress on the phrase … too often what is peddled as a content management solution today can at best be described as http://digitaltransformation.frost.com/expert-insights/viewpoints/enterprise-content-management-nerve-center-enterprise-digital-transformation/

Mobile Business Applications: What's Hot in North America

We know that mobile business applications are popular in North America. Which specific apps are getting top attention from today's companies?
with almost half of them planning to implement 11 or more new mobile business apps during… Mobile workforce management …aka mobilized field service management http://digitaltransformation.frost.com/expert-insights/viewpoints/mobile-business-applications-whats-hot-north-america/

Mobile Field Worker Apps: Avoid the Silos. Embrace Integration

The smart field service organization is outfitting its workers with the mobile devices and mobile apps they need for real-time tracking and on-the-job information exchange. But the visionary business is already going a step further.
management remains blind to activity in the field…time work process management. For example…ompetitive advantage Enhanced customer engagement Faster trouble ticket resolution More ac http://digitaltransformation.frost.com/expert-insights/viewpoints/mobile-field-worker-apps-avoid-silos-embrace-integration/

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
and eCommerce via the web emerged as voice agent alternatives. The booming…n how well the applications are made and implemented. All new technologies undergo teething p http://digitaltransformation.frost.com/expert-insights/viewpoints/lessons-learned-cx-focus-key-successful-customer-contact-automation/

Excellent CX Delivery Relies on Completely Hearing the Voice of Customer

Obtaining the Voice of the Customer is more than surveys. Effective CX-supporting VoC requires paying attention to all customer interactions.
n that order.  But only listening to the extremes distorts the picture of how the market perc http://digitaltransformation.frost.com/expert-insights/viewpoints/excellent-cx-delivery-relies-completely-hearing-voice-customer/

EMM Providers Face Game-Changing Challenges in 2017

The North American Enterprise Mobility Management (EMM) market continues to be in a constant state of flux, with 2017 presenting the sector’s newest round of challenge and opportunity.
The North American Enterprise Mobility Management …ry originated as a simple mobile device management …ning into an expansive unified endpoint management http://digitaltransformation.frost.com/expert-insights/viewpoints/emm-providers-face-game-changing-challenges-2017/

GamEffective Shows How to Make CX-focused Gamification Successful

GamEffective demonstrates how gamification can help contact center agents deliver an improved CX
zed playgrounds through their system of engagements…ications to encourage people for better engagement and adoption of processes.… and productivity management tool. By the same token http://digitaltransformation.frost.com/expert-insights/viewpoints/gameffective-show-how-make-cx-focused-gamification-successful/

Serving Multi-DRM Content - A Realistic Perspective

Total cost of ownership of multi-DRM solutions is quite misunderstood. This set of resources is designed to give decision-makers quick and accurate guidance on long-term considerations and strategy.

Calabrio Promotes a Stronger CX in New and Future Solutions

Calabrio releases Calabrio ONE WFO for the cloud and plans future applications
gent compensation to control churn. Yet management cannot wait for lengthy WFO solution deplo…FO solutions to meet these evolving CX requirements and corporate imperatives. The latest fru http://digitaltransformation.frost.com/expert-insights/viewpoints/calabrio-promotes-stronger-cx-new-and-future-solutions/

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
including contact centers. Stationary engagements with agents may not pose sufficient value…ates. They also could see CSAT and NPS improvements that may translate into stronger customer http://digitaltransformation.frost.com/expert-insights/viewpoints/truly-effective-video-cx-served-verizon-and-john-mcenroe/

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