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The year 2020 was marked by significant changes in the way European businesses operate and serve customers. The COVID-19 pandemic forced many people to leave their traditional workplaces and move to work-from-home setups to comply with social distancing mandates and limit the spread of the virus. In addition to continuing to adequately serve custom...

As the Latin American contact center market keeps maturing, many customers are looking to the cloud to provide quicker access to enhanced features and as an attractive alternative to maintaining on-premises systems. During 2020, new and improved cloud contact center offerings were already available in the region, igniting adoption among customers f...

The Paris Accord of 2015 is a major landmark for global climate action and move toward a zero-carbon society. Understandably, this has led to a vast interest in renewable power across the globe. However, this alone is not enough to decarbonize the global community. Hydrogen is fast becoming a key component in the transition from a petroleum econ...

The main objectives of this study are to provide an inclusive perspective of the energy and environment value chain, to understand the competition, and to analyze future business models. Growth opportunities are also discussed. In 2019, oil and gas (O&G) capital expenditure (CAPEX) in exploration and production (E&P) is expected to grow by 7% to a...

As the region with some of the lowest electrification rates in the world, Sub-Saharan Africa (SSA) will exhibit continued growth of power pools. This growth is likely to be driven primarily by expanding transmission and distribution (T&D) networks within and between member countries. This outlook provides an analysis of the power pools in SSA, foc...

The automotive industry is evolving rapidly in terms of technology as well as tackling environmental issues. Electric vehicles (EVs) have been introduced as a clean energy initiative as they have low or zero emissions and have come a long way to become an integral part of OEMs’ business strategies. Automakers like PSA and Volkswagen (VW) are creati...

30 Jul 2019  |  Europe  |  Market Research

Information Technology/Operational Technology (IT/OT) Security Convergence in the Smart Building Technology Market, Forecast to 2022

Digitalization and Cyberattacks driving adoption of IT/OT Security in Smart Buildings

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Automation, IoT, and digitalization are rapidly changing, and enterprise operations and building operations have not made an exception either. Today, smart devices control building management activities including temperature control, access control, lighting control, communication, and safety systems in many enterprises. At the same time, such conv...

Energy generation is the most crucial building block of a country’s economic development and a key determinant of its progress. Population growth requires a higher degree of economic development, which directly requires more energy to be generated. To meet the rising energy demands, the energy sector is under pressure to expand rapidly as countries...

16 Dec 2021  |  Global  |  Customer Research

Impact of Mobile Devices and Apps on Customer Experience (CX)

Customer Perspectives on Excelling in CX in a Mobile World

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With over 90% of customers using smart mobile apps as a customer experience (CX) channel, companies across industries must deliver excellent customer care on mobile devices. They must also ensure that mobile apps are part of their omnichannel strategy. This study gives insights to CX companies on mobile app usage. The pandemic has accelerated ...