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Retail Product Protection: Optimizing the Customer Experience through Stability

Introduction Frost & Sullivan’s research indicates that roughly one in five retail customers that have purchased an electronics device or a major appliance are likely to have a problem with the product within the first 12 months. While retail protection programs cannot prevent a problem, they can certainly provide a defined path for consumers to r...

Nokia takes the helm at Alcatel-Lucent with EUR 15.6 billion buy

After years of on-off discussion and persistent industry speculation, Nokia has confirmed it will acquire Alcatel-Lucent (ALU), its rival in the telecom equipment business, for EUR 15.6 billion (a 28% premium for shareholders). Subject to regulatory approval, the all-paper deal is expected to close during the first half of 2016. The new Nokia Corp...

So Why Does Customer Service Stink?

Almost every day, it seems, there is another report on why enabling an excellent Customer Experience is vital for companies. Here are just a few examples of these albeit motherhood points they make: --Customers choosing to do business with businesses based on how they are treated. For example, the 2015 inContact Consumer Research Study revealed th...

Com WhatsApp, Facebook só reforça lema de que futuro é móvel

Published in O Estado de São Paulo newspaper, tablet edition, on February 22nd 2014 (acompanying analysis to news of Facebook's acquisition of WhatsApp) Para o Facebook, o futuro é móvel. A empresa já deu indícios dessa visão antes, com a compra do Instagram em 2012 e a tentativa de aquisição do Snapchat no início deste ano, além de boa parte das ...

EE Offers to End Flat Battery Woes

In a bid to keep its mobile subscribers charged up and online at all times, UK operator EE is giving away a portable power-bar that can be swapped for a recharged one at any of its retail stores. All its active customers, fixed and mobile, will be eligible for the service, which promises “never ending power” and an end to flat battery misery. The ...

ICMI/LiveOps Report, Facebook Messenger Raises Questions on Contact Center Value

A new, disquieting, but refreshingly honest, and yet unsurprising International Customer Management Institute (ICMI)/ LiveOps report calls into question the underlying value of having contact centers to support the Customer Experience. The report, “Own the Moments! Understanding the Customer Journey”, drawn from a survey of over 400 industry profe...

LogMeIn’s Rescue Lens Shows the Best Use of Video in the Contact Center

Video in the contact center has long been a “tomorrow technology”. It is an amazing and a cool tool, but its practical and financially justifiable applications somehow never seem to appear or catch on. Here’s why: there is no real value in looking at someone else’s face in most video business engagements, especially with contact center agents. Sor...

ROE(2) Instead of ROI for Measuring Marketing Results by Accounting for Customer Experience

I recently came across a thought-provoking article in AdAge that suggests replacing return on investment (ROI) with a new metric, ROE2 (return on experience x engagement) for measuring marketing results. The author, Andy Frawley, CEO of Epsilon, a global marketing company believes that the digital revolution has rendered ROI irrelevant because it h...

In the Chat’s Innovative Social and SMS Solutions

I had an interesting conversation the other day with John Huehn, founder and CEO of In the Chat, a customer contact solutions company based in Waterloo, Ontario, Canada’s tech hub. John’s company’s flagship product is ITC Enterprise, which has two very innovative solutions that meet key customer contact needs: ITC Enterprise Social Media. This ...

Samsung hopes to get back lost market share with new phones, will it be enough?

Yesterday (1st March 2015), on the first day at Mobile World Congress, Barcelona, Samsung announced two new phones S6 and S6 EDGE. These premium phones are Samsung’s latest bets to get back lost market share, especially from its key competitor, Apple. Samsung has made significant improvements in both the new phones from their previous generations...

SIO: Enabling Support Agents to Cost-Effectively Provide Excellent “Level 1-Plus” Support

Frost & Sullivan Principal Analyst Nancy Jamison made a powerful case for Support Interaction Optimization (SIO) in her recent blog, which references a white paper published on this topic. The blog and white paper discuss how SIO allows companies to resolve complex issues in less time and at less cost by providing agents with step-by-step guidance....

DiGi maintains its performance momentum and closes another year with 45% EBITDA margin

2014 turns out to be a remarkable year for DiGi, its revenues grew to RM 7.0 billion (y-o-y 4.2%) and maintained 45% EBITDA margin. During the year it added 426K new customers, however over 95% of them were in prepaid segment. Its voice revenues declined by 3.6 %, whereas data revenues grew by 16.5%. Top 5 things that drove DiGi’s annual results a...

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