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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.
Categories Tags Air travel and superb customer experiences (CXs) are not usually thought of in the same breath. Taking a plane all too often means enduring uncomfortable seats… https://digitaltransformation.frost.com/expert-insights/viewpoints/alaska-airlines-shows-how-deliver-excellent-cxs/

Unlimited Data Plans in the U.S. Mobile Communications Market

After a gap of few years, tier-I mobile operators in the United States have reintroduced unlimited mobile data plans. This blog examines the factors that led to the reintroduction of these plans.
Categories Tags There are several reasons why Frost & Sullivan believes that unlimited (UNL) plans – or plans with large data allowances – were introduced and are here to stay… https://digitaltransformation.frost.com/expert-insights/viewpoints/unlimited-data-plans-us-mobile-communications-market/

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 (CPaaS) offerings is one of the hottest topics in the enterprise communications industry right now. Based on … https://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…
Categories Tags The Connected Work research team at Frost & Sullivan has long advocated high-definition (HD) audio as part of business communications solutions. High-definitio… https://digitaltransformation.frost.com/expert-insights/viewpoints/finding-value-hd-voice-beyond-conferencing-services/

Frost & Sullivan Leads the Way with GLOW – An Innovative Approach to Ensuring Growth & Leadership of Women

GLOW (Growth & Leadership of Women) is an exciting new initiative that Frost & Sullivan has launched globally. The company plans to lead the way as an innovative, global organization, and one that recognizes the huge benefits that diversity at every level…
Categories Tags GLOW (Growth & Leadership of Women) is an exciting new initiative that Frost & Sullivan has launched globally. The company plans to lead the way as an innovati… https://digitaltransformation.frost.com/expert-insights/viewpoints/frost-sullivan-leads-way-glow-innovative-approach-ensuring-growth-leadership-women/

The Channel-Centric Cloud: Creating New Partnership Opportunities for Providers and Partners

More than 90% of enterprises will seek outside assistance with their cloud strategy and implementation, according to Frost & Sullivan research. Cloud service providers—which staked their entire business on a hands-off, self-service delivery model—are, in …
Categories Tags The cloud computing model was launched as the ultimate in self-service IT. Yet, from the start, businesses of all sizes and types have found the cloud so utter… https://digitaltransformation.frost.com/expert-insights/viewpoints/channel-centric-cloud-creating-new-partnership-opportunities-providers-and-partners/

Reflections from NAB 2017

Trends, takeaways and technology highlights from this year's broadcasting show.
Categories Tags Thoughts from NAB 2017 Big changes are sweeping through our industry. The emphatic presence of Google and Facebook at the entrance to the South Hall was a c… https://digitaltransformation.frost.com/expert-insights/viewpoints/reflections-nab-2017/

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: Bricks and clic… https://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 travel has become a terrible customer experience (CX) in the aftermath of United Airlines’ removal of a custo… https://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
Categories Tags There is a strong sense of déjà vu arising from the conversations about whether the new wave of artificial intelligence (AI)-driven chatbots and virtual assist… https://digitaltransformation.frost.com/expert-insights/viewpoints/lessons-learned-cx-focus-key-successful-customer-contact-automation/