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10 Nov 2016  |  North America

Enhancing Omnichannel Agent Productivity

Guided Assistance, Desktop Automation, Displays, Robotic Process Automation (RPA), Excellent Supervision, and Workforce Optimization (WFO) Maximize Va

There is no substitute for the human touch provided by omnichannel contact center agents when connecting virtually with customers for complex service and sales support issues. Agents are the linchpin to successful and profitable Customer Experiences (CXs). But it’s costly to hire, train, manage, accommodate, and equip agents to perform these esse...

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10 Nov 2016  |  North America

Key BPO Technology Initiatives

Outsourcers Forging Ahead with Digital Intelligence

The customer care outsourcing segment supporting carevolumes for North America is mature, highly fragmented, and competitive. Frost & Sullivan research has found that there are hundreds of customer care outsourcers in North America. While competition among vendors is fierce, there are fewer than twenty global Tier I outsourcing firms that dominate ...

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10 Nov 2016  |  North America

Customer Experience Strategies

Linking Customer Delight with Operational Efficiencies

This Market Insight will compare and contrast 3 separate case studies; a variety of, sometimes unconventional, customer experience strategies from travel, healthcare and financial services. Companies today are desperately looking for ways to map Omnichannel strategies to their customer marketing strategies - thus taking out cost, streamlining opera...

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10 Nov 2016  |  North America

US Department of Defense/Silicon Valley Partnerships, Forecast to 2021

The Defense Innovation Unit-Experimental (DIUx) Initiative is an Important Step in Improving Cybersecurity and Information Collaboration

This Growth Insight focuses on the US Department of Defense’s efforts to partner with Silicon Valley’s high technology firms. The Defense Innovation Unit-Experimental (DIUx) has established offices in several cities in order to invest in and adopt innovative technologies. Anticipated spending comprises research, development, test, and evaluatio...

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09 Nov 2016  |  North America

Insight on the Challenges of Implementing a QoS Video Strategy

Lack of Solid Metrics and Real Data to Establish Quality of Service Hinders Online Video Industry

Content owners make claims about the quality of their over-the-top content (OTT) offering without having any metrics to verify them. Some established OTT services such as Netflix and Amazon have built their own platforms and technology to measure QoS, but typical OTT providers need to use third-party providers. Although new QoS vendors are entering...

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09 Nov 2016  |  North America

Hearing and Acting on the Voice of the Customer

Enterprise feedback management (EFM), Voice of Customer (VoC), and Voice of Employee (VoE) Programs and Surveys, and Social Listening Obtains Actionab

Obtaining and understanding the Voice of the Customer (VoC) is critical to future customer loyalty, customer social media brand promotion, and in marketplace differentiation. Money talks, but tracking and analyzing customer transactions represent only one set of tones. Customer attitudes towards brands, shaped by their experiences with products, sa...

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09 Nov 2016  |  North America

New Paradigms Driving Digital Health Deals and Partnerships

Healthcare Transformation and Industry Convergence

Digital technologies are critical enablers of healthcare transformation but organizations vary greatly in their capabilities to deliver new solutions needed to capture growing market opportunities. The imperative to rapidly bring on new IT capabilities as well as to continually adapt and innovate in a highly dynamic environment is driving a wide ar...

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04 Nov 2016  |  North America

Threat Intelligence Services Underlie Managed Security Services Growth

Will Deception-based Fakenets be in the Future?

In this insight, we summarize the investments that managed security services providers have made and will be making in threat intelligence services, as they maneuver to expand and deepen their client relationships. To that, we briefly turn our attention to deception technologies and their potential use in creating a “fakenet” within the client ...

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03 Nov 2016  |  North America

Trends and Growth Opportunities in Powertrain and EV Market

EV Adoption Set for Transformational Growth as OEMs Plan to Reduce Emissions by 20% by 2020

This market insight focuses on upcoming trends within powertrain and electric cars. An update on emission regulations with a focus on Europe and North America has been provided in the report. Introduction and phase-in of emission test cycle changes have been briefly discussed. Global fuel mix, gasoline versus diesel car sales, engine technology tre...

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This SPIE is somewhat unique in that, rather than focusing externally on market forces, Stratecast is taking a hard look in the mirror. Is what we offer so unique that AI technology cannot replace us? Can AI provide the same sorts of market advantages that engaging with an analyst firm can? This SPIE explores these questions.

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Showing 21-30 of 222