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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...


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