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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
vings is a compelling market driver for such automation. Staffing accounts for approximately 70…aced contact centers for these functions. Automation is in a race with the economy.  To create ne http://digitaltransformation.frost.com/expert-insights/viewpoints/lessons-learned-cx-focus-key-successful-customer-contact-automation/

Mobile Worker Applications: Prebuilt or Custom? In-House or 3rd-Party?

One of the key questions a business has to grapple with when implementing a new mobile app for its employees is "Do we build or do we buy?"
mobile sales force automation and mobile workforce management solutions… 30 percent Mobile sales force automation http://digitaltransformation.frost.com/expert-insights/viewpoints/mobile-worker-applications-prebuilt-or-custom-house-or-3rd-party/

IBM all set to Plunder the Realm of Digital Marketing with the Silverpop acquisition

IBM acquires Silverpop to turbocharge its digital marketing value proposition - what it means to customers and to its competitors
A big fish swallows yet another marketing automation platform. This fish is big… platform for marketing automation. Marketing automation in the cloud is a hot http://digitaltransformation.frost.com/expert-insights/viewpoints/ibm-all-set-plunder-realm-digital-marketing-silverpop-acquisition/

Google Stirs the Hornet's Nest of Smart Homes Eco-systems

I came in to the office this morning to the news that Google will pay US$3.2 billion / EUR2.3 billion / GBP2.0 billion for Nest, a home automation device manufacturer.
a home automation device manufacturer. My first reaction was c…nce of the home. The consumerisation of home automation products http://digitaltransformation.frost.com/expert-insights/viewpoints/google-stirs-hornets-nest-smart-homes-eco-systems/

Mobile Apps for Business: Which Have Captured Companies' Attention?

Which mobile applications seem to be providing real value-add to today’s businesses? How do they rank against each other in terms of current implementation vs. future growth?
Mobile sales force automation 30…ile workforce management Mobile sales force Automation Standalone corporate instant messaging Mob http://digitaltransformation.frost.com/expert-insights/viewpoints/mobile-apps-business-which-have-captured-companies-attention/

A Rustling of Hot Topics - 2014 Search for Growth Survey - Preliminary Findings

Rumors about the next big thing fly in the air with the frequency of the falling leaves in London at this time of year.
Industrial Process Automation and Sensors The clear leader here was the http://digitaltransformation.frost.com/expert-insights/viewpoints/rustling-hot-topics-2014-search-growth-survey-preliminary-findings/