Search results for: 'it investment'

Business leaders have renewed their focus on CX, given the current global political and economic uncertainty. This focus extends to attention on security, business continuity, and operational efficiencies. More strategic, long-term objectives, such as market penetration, embracing AI, and enhancing employee experience, rank lower for the 2025-2026 ...

The recent introduction of ChatGPT from artificial intelligence (AI) firm OpenAI has captured the imagination of the world and moved AI further into mainstream conversation. ChatGPT is “humanizing” AI in a way that has not been experienced before, generating impressive content from relatively simple requests (or prompts) written in natural language...

Knowledge management (KM) is a mature technology applicable to all businesses and used in every type of enterprise and industry vertical. Though KM initially meant content management, it now enables the creation, publication, and management of data and information from an infinite number of sources, such as documents, video, databases, call logs, s...

The overall research objective is to measure the current use and future decision making behavior toward information technology (IT) in Asia-Pacific, specifically: Enterprise Mobility Management, eCommerce/mCommerce, Unified Communications & Collaboration (UCC), Infrastructure and Data Centers, Big Data and Analytics’ Omnichannel Marketing, Customer...

The inauguration of a new U.S. president in January 2025 not only changed the administration but also initiated a complete shift in managing the U.S. economy. A key focus is the rapid implementation of tariffs affecting the U.S. and its trading partners. Tariffs act as a tax on businesses importing goods, since companies cannot retrieve their produ...

29 Aug 2025  |  Global  |  Market Research

The CPaaS Revolution: APIs, AI, and the New Era of Communication

AI-Powered Innovation Creates Differentiation and Boosts Value Propositions

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Frost & Sullivan’s 2025 IT decision-maker (ITDM) survey was conducted to gain insights into the following end-user organizations’ priorities: - Current communications and collaboration technology adoption rates and future adoption plans. - Demand for communications platform as a service (CPaaS) and programmable communications functionality throug...

Investments in CX are Accelerating to Tackle COVID-19 Challenges in the Manufacturing Industry Businesses are often unable to keep up with the expectations of today’s sophisticated customers. Competition is a click away in this digital world, and social media can make or break a business. To compete in this environment, both B2C and B2B organizatio...

Healthcare is at a crossroads. Rising costs, workforce shortages, clinician burnout, and growing patient expectations are converging to create unprecedented challenges—and opportunities. This report, Navigating Customer Experience Trends in Healthcare, is your roadmap to understanding how contact centers and CX strategies are evolving to meet these...

Businesses are increasingly required to provide responsive and adaptable customer service by answering questions, solving problems, and giving advice to customers in a conversational, human, and effective way. With the increase in the number of smartphones and other connected devices with cameras, and millennials becoming a significant consumer seg...