Search results for: 'decade'

Content services are most beloved when they offer delightful, consistent, cross-device OTT experiences, which are at par with conventional live, linear managed experiences. While Tier-1 services such as Comcast and others are coming closer to this idea in the US, the overall problem is far from solved. Even a decade after Netflix and Hulu first beg...

The retail industry had undergone significant change in the past decade, witnessed by the shift from in-store to online shopping and digital engagement. Digital customer care rapidly expanded with new channels on the web, mobile apps, and social media, and older channels, such as chat and interactive voice response (IVR), embellished with new tech...

For more than a decade, cloud has been a critical force powering digital transformation efforts for enterprises around the world. Hyperscalers, such as AWS and Microsoft, that provide infrastructure- and platform-as-a-service offerings to clients across various industries have been dominating the market. In the past three years, a new chapter in cl...

In the ever-evolving business landscape, staying ahead of the curve is essential. The world of enterprise communications transformed over the last decade as businesses grappled with the challenges and opportunities of the digital age. Communication tools and strategies have evolved to meet the modern needs of workers. An integrated approach for ...

The rapid pace of technological change has had far reaching impact across business; ushering in the age of digital transformation. Machine learning (ML), natural language processing (NLP), artificial intelligence (AI), mobility, and cloud computing are a few examples of maturing technologies that are impacting this transformational movement. This t...

Compared to a decade ago, the B2B sales landscape has dramatically changed and many industries are feeling the heat. Physical presence has transformed to digital, and many businesses are closely examining their own online presence and systems in addition to capabilities of competitors and future business partners. Traditionally, the B2B procurement...

The 15th Anniversary Customer Contact West: A Frost & Sullivan Executive MindXchange in Huntington Beach was a meeting of innovative, enthusiastic, collaborative, and analytical minds. This year, the main challenges discussed by contact center leaders were: · Improving employee engagement and retention · Finding the right balance between ex...

The ongoing jostle for preeminence in customer care BPO in the region of North America (NA) is entering an important new phase. Like the original “Great Game” – a foreign policy term associated with the geopolitical machinations of the Great Powers and regional powers vying for geopolitical standing and influence in Central Asia. Dominant market l...

Although artificial intelligence (AI) has been around for decades, and the contact center industry has been leveraging it for years, recent advancements in AI have rapidly accelerated. The latter half of 2024 spouted industry excitement for next-level GenAI - agentic AI, also sometimes called autonomous AI. Agentic AI can act as the glue for orches...