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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.
IBM is partnering with Fluid, Inc. to change the shape of the consumer shopping experience. The companies are honing in on the missing link in on-line shopping (as compared to in-… https://digitaltransformation.frost.com/expert-insights/viewpoints/ibm-and-fluid-join-provide-innovative-shopping-experience/

Startups Shaping Productivity through Next-Gen Workspaces

In recent weeks I've been briefed and had demos with a number of startup developers who focus on business, user, or process efficiency and productivity. From a high level there are striking similarities in what they do and aspire to achieve. In general, I…
Categories In recent weeks I've had demos with a number of startup developers who focus on business, user, or process efficiency and productivity. All of them strive to bring to… https://digitaltransformation.frost.com/expert-insights/viewpoints/startups-shaping-productivity-through-next-gen-workspaces/

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?
Categories Tags It never ceases to amaze me how much more effort companies seem to make in reacting to covering up, blameshifting, and recovering from errors of their own crea… https://digitaltransformation.frost.com/expert-insights/viewpoints/gm-toyota-and-target-easier-do-wrong-thing-safety-and-security/

Part 2: The Next Generation Customer Experience Landscape

What will the new customer experience environment, or landscape look like.
Categories Tags In my last blog we discussed the death of the call center, as omnichannel customer service blazes the trail to the next generation of customer experience manag… https://digitaltransformation.frost.com/expert-insights/viewpoints/part-2-next-generation-customer-experience-landscape/

Omnichannel Customer Service (Part 1)

A two part look at the decline of the traditional "call center", the factors causing it. and what customer service will look like going forward in the North American market.
Categories Tags   The North American contact center industry has reached “maturity,” which is the code word for a gradual demise.  As noted in the analysis “Opportunities i… https://digitaltransformation.frost.com/expert-insights/viewpoints/omnichannel-customer-service-part-1/

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