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30 Aug 2013  |  North America

Technology-Enabled BPO: Meeting the Omni-channel Consumer Head On

Meeting the Omni-channel Consumer Head On

The BPO value proposition, once centered around labor arbitrage, right-shoring and economies of scale, is changing. Consumer buying patterns and behaviors are changing as well. Meanwhile, service providers today are investing in new operational solutions and processes  ones that are mapped to meet the communication needs of the army of independen...

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29 Aug 2013  |  Global

Global Cloud Vendor Profiles

Major Vendors in the Cloud Computing Landscape Are Embracing SaaS and PaaS

Cloud computing services are expanding as opportunities in the cloud computing market continue to emerge despite an increasingly competitive marketplace. This market insight provides a snapshot of 8 participants in the cloud computing market. These vendors reflect a mix of participants that are targeting cloud opportunities from their core areas. F...

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29 Aug 2013  |  Europe

Technology and Human Capital: Future Directions for Customer Service

Future Directions for Customer Service

All customers are not equal. Some customers are more profitable than others. Therefore, companies need to spend more to serve and retain the profitable customers. In essence, companies should understand the profitability of different segments of its customer base. And yet few companies actually measure the profitability of its different custome...

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26 Aug 2013  |  Europe

Finding and Retaining Profitable Customers: Insights from the Telecommunications Industry

Finding and Retaining Profitable Customers

Telecom service providers are poised to deliver a positive Customer Experience (CE) if they mobilize their resources to enhance their Customer Understanding (CU) and act on this enhanced understanding to transform their key business processes (such as trouble to resolve, time to market, and lead to cash). Innovation needs to be institutionalised in...

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23 Aug 2013  |  Latin America

Smart is the New Green in Latin America

Smart Cities, Smart Energy, and Smart Clouds Will Emerge as Key Mega Trends

Smart Cities, Smart Energy, and Smart Clouds represent growing trends in Latin America. This market insight research service provides an overview of how the Smart is the New Green Mega Trend is taking shape in Latin America. Topics covered include how Smart Cities are affecting urbanization, the role the smart grid plays in the Smart Energy trend, ...

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22 Aug 2013  |  North America

Collaborating Socially to Enhance the Customer Experience

Social Customer Collaboration can Reduce Costs and Improve Customer Loyalty

Social customer collaboration sites create and foster external and/or internal user communities that enable the resolution of customers issues, from finding information to resolving problems, and help build customer loyalty. In the process, they enable companies to rapidly identify and capitalize on business opportunities and market trends.

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22 Aug 2013  |  North America

Omni-Channel Customer Care

The Move to Seamless Multi-Channel Customer Care to Increase Customer Satisfaction

New customer interaction channels are accelerating the adoption of multi-channel contact center routing. But the contact center industry is moving to create an omni-channel experience where cross channel customer engagement is seamless. This Market Insight examines the extent to which new channels are changing the contact center and the Customer ...

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19 Aug 2013  |  North America

2013 Global Smart Card Forecaster

Banking and Public Sectors to Drive Growth in the Next 5 Years

A burgeoning demand for chip-based payment cards and electronic documents fuel the growth in the smart card market. Although the SIM card market is slowing down in terms of unit shipment and revenue, the migration to the EMV standard and the digitalisation of public services is resulting in a greater demand for smart cards in the payment industry a...

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15 Aug 2013  |  Global

Exploring ICT Innovation in the Oil & Gas Sector

Using ICT Innovation to Meet Business Challenges and Gain Competitive Advantage

This study analyses the role of information and communication technologies (ICT) innovation in the global oil and gas industry. The study will specifically look at four key ICT trend: M2M communications, Big Data, Anywhere Anytime Collaboration, and Network and Infrastructure Security, and how they can enable Oil & Gas companies to address their ke...

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Showing 41-50 of 149