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Alaska Airlines Shows How to Deliver Excellent CXs

Alaska Airlines shows how to deliver excellent CXs in challenging environments that has helped it to grow, and plan for future growth.
egories Tags Air travel and superb customer experiences … are not usually thought of in the same breath. Taking a plane all too often means …enduring uncomfortable seats http://digitaltransformation.frost.com/expert-insights/viewpoints/alaska-airlines-shows-how-deliver-excellent-cxs/

Stitching Together Better Enterprise Communications with CPaaS

The rise of communications platforms as a service (CPaaS) offerings is one of the hottest topics in the enterprise communications industry right now. Based on our research, the Frost & Sullivan Connected Work team believes that much of the hype and excite…
Categories Tags The rise of communications platforms as a service …ne of the hottest topics in the enterprise communications industry right now. Based on our http://digitaltransformation.frost.com/expert-insights/viewpoints/stitching-together-better-enterprise-communications-cpaas/

Finding the Value of HD Voice Beyond Conferencing Services

Many business users that are accustomed to narrow-band landline phone or traditional cellular voice experiences would immediately notice the significant improvement HD audio technology brings to audio interactions. Yet, there is a challenge to more widesp…
ies Tags The Connected Work research team at Frost … audio as part of business communications solutions. High…dio is generally supported today by all contemporary IP telephony desk phones http://digitaltransformation.frost.com/expert-insights/viewpoints/finding-value-hd-voice-beyond-conferencing-services/

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 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 tr…avel has become a terrible customer experience … in the aftermath of United Airlines 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
here is a strong sense of déjà vu arising from the conversations about whether the new wave… labor savings is a compelling market driver for such automation. Staffing ac 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 archit…tures are driving a profound shift towards communications technology delivered as a service http://digitaltransformation.frost.com/expert-insights/viewpoints/device-service-re-evaluating-traditional-need-cloud-world/

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 steerin 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.
March 22… the Canadian government… led by Liberal Prime Minister Justin Trudeau…nnual budget that includes funding for programs that promise to energize investment in Cana 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 enter…ing the customer contact market. Its Amazon Web Services … Amazon…s move is good news for customer contact organizations. Amazon brings to th http://digitaltransformation.frost.com/expert-insights/viewpoints/amazons-potentially-disruptive-and-welcome-possible-contact-center-market-entry/