Industries

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 ...

The cloud represents the most critical aspect of digital transformation, according to respondents to the 2021 Frost & Sullivan Global Cloud User survey. As such, companies continue to build out their hybrid, multicloud environments to support strategic business goals, such as agility and improved customer experience. In the tenth annual survey of...

The COVID-19 pandemic accelerated the move to digital channels, the cloud, and self-service customer care so financial companies could take advantage of new technologies to keep businesses running sans a staff yet maintain a satisfactory level of customer experience (CX). BFSI companies are focusing on improving digital experiences such as digital ...

In this report, Frost & Sullivan has presented the key findings of it survey conducted among European enterprises on their preferences for SD-WAN. A survey was conducted among the IT/ Network decision makers across various verticals such as financial services, healthcare, retail, government, technology and manufacturing in the European market. The ...

Healthcare providers are accelerating digitization strategies due to the COVID-19 pandemic. The most successful providers leverage cloud computing to meet business agility, cost savings, innovation, data storage, security, and privacy goals. Frost & Sullivan conducted the 2020 Global Cloud User Survey between August and September 2020 in North A...

21 Oct 2021  |  Europe  |  Customer Research

Impact of COVID-19 on Healthcare Contact Centers

Acceleration in WAHA, Self-Service & Cloud Investments

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The healthcare industry was hit hard by the pandemic as it tackled the toughest of challenges around the globe- slowing down the virus, managing hospital capacity, keeping its staff safe, and ensuring patient privacy and confidentiality. Contact centers were busy far beyond capacity, driving organizations of all sizes to accelerate investments in s...

In response to the numerous challenges associated with the COVID-19 pandemic, organizations of all sizes underwent a radical adaptation of their business processes and, in some cases, their entire business models, in order to survive. Throughout 2020, innovative companies found clever ways to serve their customers, which required a new set of commu...

Globally, the US continues to be the leading market to test and launch vehicle subscription offers. Frost & Sullivan estimates about 32 vehicle subscription programs in the US at various stages of life cycle in 2018, and it is expected to witness more than 50 programs by 2025. Frost & Sullivan carried out more than 2000 interviews among potential c...

16 Jun 2021  |  Europe  |  Customer Research

Frost & Sullivan Cloud User Survey, European Edition, 2020

Survey Results Indicate the Impact of the Ongoing COVID-19 Pandemic on European Enterprises, their Technology Programs, and their Journey to the Cloud

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The 2020 Frost & Sullivan Cloud User Survey (European Edition) reveals the impact of the COVID-19 pandemic on European enterprises priorities and technology investments. Conducted in August 2020, the survey garnered responses from 434 IT and business decision-makers from 4 European countries, namely France, Germany, the United Kingdom, and Spain. ...