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05 Feb 2016  |  North America

Customer Web Experiences Overview

Sharp, Mobile-Friendly Design, Content, Data Analysis and Testing will be Critical to Successful Web Experiences

Most customer relationships now begin on the web. Many of these engagements are for increasingly complex sales, service, and support opportunities and issues. Many of these interactions occur over customers’ mobile devices. Web experience personalization, bolstered by web site testing, increases sales, raises order values, and generates greater c...

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03 Feb 2016  |  North America

Refining Social Media Marketing Strategies, 2016

Innovation to be Fueled by Savvy Customers and Escalating Competition, Success to Stem from Personalization, Monetization, Responsiveness, and Channel Integration

Companies are turning to social media marketing in order to identify, segment, promote to, and engage customers and prospects. This includes integrating with other channels in order to obtain and share 360 degree customer views. In essence, social media marketing is virtualized word-of-mouth, and as such has the power to influence customer lifeti...

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11 Mar 2016  |  North America

Cloud-Enabling Enterprise Resource Planning (ERP) Overview

Cloud ERP System Providers to Leverage Demand for Agile, Feature-rich, OPEX Pricing Models

Cloud ERP has emerged as an agile, dynamic, flexible, cost effective, and swift-to-implement alternative to traditional legacy on-premise ERP software. Cloud ERP systems are still maturing, however, and as a result they have not been fully embraced by the market. But the signs clearly point to more cloud ERP development, adoption, and growth goin...

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01 Jun 2016  |  North America

Ensuring an Excellent Omnichannel Retail Experience

Meeting Customers’ Needs, Mobility, Integrating People, Process, Technologies Key

Today’s customers are not just going online or into stores to shop. They are going omnichannel: ordering online and picking up in-store, as well as having items delivered to their stores. They also are “showrooming” and “webrooming” on their mobile devices. While the retail industry has talked about providing excellent omnichannel custo...

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02 Jun 2016  |  North America

Maximizing the Human Resource

Growing Economy, Changes in Demographics and Technology Impacting HR/HCM Strategies

North America’s employers are facing a double-edged sword. The strengthening economy is generating new business that is prompting many of them to hire more workers. But as the economy and businesses grow, so too may labor costs as a result of stiffer competition for quality staff. And what of productivity? Consequently, employers are looking to...

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20 Jul 2016  |  North America

Brazil and Mexico Mobile Device Management Market

As Mobility Continues to Grow, so do Opportunities in MDM

The Brazilian and Mexican mobile device management (MDM) market reached $45.8 million in revenue in 2015. The Latin American market is in a nascent phase compared to other regions such as North America and Europe, presenting opportunities for new entrants, investments, mergers and acquisitions (M&As), and for existing integrators to increase their ...

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20 Jun 2016  |  North America

Enabling 911 Emergency Response

Public contact centers or public safety answering points (PSAPs) are moving from basic 911 and enhanced or E911, noted for caller location tracking and number reporting, to Next Generation 911 (NG911). NG911 is a standards-based, IP emergency communications infrastructure that supports integrated voice, text, data (including Internet of Things [Io...

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20 Apr 2016  |  North America

Big Data and Analytics in Customer Service, 2016

Analytics Emerges as Fastest Growing Segment of Customer Contact, Redefines Company Engagement with Customers

The Big Data and Analytics market is diverse, with hundreds of solution providers in varying segments, but until recently the practical application of Big Data within customer contact was marginal at best. This is now changing as analytics is the fastest growing segment of customer contact, and the key driver in transforming the way companies enga...

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20 Dec 2016  |  North America

North American Cellular Carrier Overview for the Internet of Things, 2016

The Role of Carriers Evolves from Connectivity Providers to Supporting Solution Providers in Larger IoT Ecosystems

The Internet of Things (IoT) market landscape has changed significantly over the past 2 years. Since the transition from machine-to-machine (M2M), the focus has changed from connecting devices to building an ecosystem to manage devices, derive actionable data, and use this data to make decisions, all while protecting data from point of capture to p...

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05 Oct 2016  |  North America

Digital Transformation Meets the Contact Center

What Companies Need to Know to Survive in a Digital World

Digital Transformation is the strategy and execution of harnessing digital assets and information across an organization, bringing all areas of the business into alignment with the needs of all stakeholders, including employees, customers, prospects, suppliers, distributors and partners. It is as much a mindset as it is a change in technology and ...

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