Explore more Categories
Artificial Intelligence involves the science and engineering of developing intelligent machines
The manufacturing world is at a cusp of a new revolution that will redefine conventional business models
IoT will have a major impact on businesses and consumers in the future
The world is creating 2.5 exabytes of data daily
Our research seeks to connect-the-dots across multiple trends
Personal Robots are Set to Be a $19 Billion Market
Strategic Analysis of BREXIT and its Implications to Industries, Economies and Societies
iFrost is a digital platform for interactive and dynamic reporting of data.
The TOEs are a great source of information which gives corporates critical information on companies to action for their strategic investments either as an open source platform or to collaborate and to develop successful products
Key Developments to Drive Growth-Enabling Strategies and Tactics
save 25 %
* Required Fields
Pay by invoice
In a world of rapidly changing technologies, providing consistently excellent customer support can be challenging. Consider that companies today are developing a widening assortment of popular technology-driven products and services, as well as adding complexity to existing ones. Technology-enabled goods—such as appliances, automobiles, entertainment products, and home security systems—are growing in functionality and complexity. Many products have the ability to be connected to and managed through the Internet; hence, the Internet of Things (IoT). In addition, a dizzying array of computers, mobile devices and medical devices require high levels of technical support.Sales, customer care and support agents in contact centers today are utilizing a much wider arsenal of communication tools - voice, video, e-mail, IVR, Web chat, file sharing, and social media. Frost & Sullivan believes that traditional voice-centric call centers are rapidly morphing into “Omnichannel Centers of Excellence and ‘Relationship Hubs’.1 Frost & Sullivan research shows that the new Omnichannel consumer wants to have access to all available channels simultaneously, including the retail in-store/in-person experience. Examine, for a minute, how the consumer landscape has changed. Customers are demanding service on the channels they prefer, such as social media sites or mobile devices. As a result, companies today have invested in newer operational processes and solutions mapped to meet the communication needs of the army of independent, autonomous self-starters; Gen Y. This movement into new realms of specialized expertise signals the opportunity for significant BPO technology investments. This evolution could translate into an enhanced value proposition for clients and consumers. How? In essence, technology platforms and new business models will be key to meeting the complex communication needs of today’s Omnichannel consumer. At the same time, younger customers in particular have become more impatient, demanding, and knowledgeable. More and more, Generation Y and Millennial consumers insist on “Omnichannel support”— a coherent, seamless Customer Experience, regardless of the channel through which they engage a business. This can range from face-to-face service to self-service.This 2-part research study provides the reader with a high-level overview of digital Customer Experience (CX) trends as we find ourselves mid-year in 2017, heading into uncharted territory in 2018; giving the readership growth insights and growth opportunities to be considered in the year ahead. This analysis presents some of the Customer Experience trends that Frost & Sullivan believes will shape, grow, and influence Customer Experience Management (CEM). The study focuses on those growth insights which are the most relevant for 2017-2018 in North America. This Growth Insight outlines the trends and insights for select industries, business models and technology areas, including: • Social Media• Mobile, Analytics• Big Data• Crowdsourcing• Industry Convergence• Unbundling of the Value Chain• Product-as-a-Service• Manufacturing• Energy and Utilities
Cloud Technologies Enabling Customer Experience in the Asia-Pacific Telecommunications Sector, 2017
Digital Transformation in the Global Retail Sector
Open Data Strategies of Real-time Cities
The North American Mobile Asset Tracking (MAT) Market
Australia and New Zealand (ANZ) Video Conferencing Endpoints and Infrastructure Market, Forecast to 2023
Disruption in Global Financial Services, 2017—Machine Learning is Imperative
Asia-Pacific Video Conferencing Endpoints and Infrastructure Market, Forecast to 2023
Innovations in Analytics, Artificial Intelligence, and IoT
Addressing Risk from the Encrypted Threat Vector: Analysis of the Impact and Importance of Cisco ETA
Japan Video Conferencing Endpoints and Infrastructure Market, Forecast to 2023
commercial lighting market
solar panel market
power electronics market
residential energy storage market
energy storage market
commercial aircraft market forecast
heavy truck market
functional beverage market
Fill in the fields below to receive a sample report
Don't have an account? Create One!
Enter your Email Address here to receive a link to change password.
If you are an existing frost.com user, please register using the same email for seamless access
Already have an account? Login!
Use your Linkedin account to login or register within our store.You're just one click away.