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The 2016 AT&T Analyst Summit – Thoughts and Feedback from Frost & Sullivan

Thoughts on the 2016 AT&T Industry Analyst Summit from Dilip Sarangan, Industry Principal for IoT at Frost & Sullivan. The event was held between October 5-7, 2016 in Dallas, TX.

So Why Does Customer Service Stink?

The prevailing wisdom is that providing an excellent Customer Experience is vital for companies' success and growth. But there are all too many reports about poor customer service. Why is there a disconnect? The blog presents several theories. Readers are…
the 2015 inContact Consumer Research Study revealed that 70 http://digitaltransformation.frost.com/expert-insights/viewpoints/so-why-does-customer-service-stink/

New ICMI/LiveOps Report, Facebook Messenger Raises Questions on Contact Center Value

A new, disquieting, but refreshingly honest, and yet unsurprising International Customer Management Institute (ICMI)/ LiveOps report calls into question the underlying value of having contact centers to support the Customer Experience.
ocial media. The Millennials who are now the consumer and business buyer mainstream are already th http://digitaltransformation.frost.com/expert-insights/viewpoints/new-icmiliveops-report-facebook-messenger-raises-questions-contact-center-value/

“Customer Experience” Honored More in the Breach Than in Reality?

Focusing on the “Customer Experience” should be obvious to companies, but it is honored more in the breach, including by vendors, for several reasons.

IBM and Fluid Join to Provide an Innovative Shopping Experience

IBM is partnering with Fluid, Inc. to change the shape of the consumer shopping experience.
Inc. to change the shape of the consumer shopping experience. The companies are honin… is an app that allows consumers to ask specific and detailed questions just http://digitaltransformation.frost.com/expert-insights/viewpoints/ibm-and-fluid-join-provide-innovative-shopping-experience/

GM, Toyota, and Target: Easier to do “The Wrong Thing” on Safety and Security?

Why do companies find it easier to cover up mistakes rather than preventing then, detecting them early on, and taking action, and taking full responsibility, and are extreme measures needed to break this behavior pattern?
costly cycle of disastrous events in which consumers pay for http://digitaltransformation.frost.com/expert-insights/viewpoints/gm-toyota-and-target-easier-do-wrong-thing-safety-and-security/