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From Autonomous to Driverless: Auto OEMs Discuss Future Mobility Business Models

The concept of autonomous vehicles has been thoroughly discussed in terms of advancements of the enabling technologies involved. The terms ‘autonomous’ and ‘driverless’ are however, often confused: complete driverless vehicles in the true sense are still a long way off, but the penetration of the enabling technologies is increasing constantly in th...

The Necessity of Mastering Omni-Channel Customer Service

All of us are customers. Whenever we engage with companies we expect them to deliver a consistently high quality experience, regardless of whether we call or Tweet them, or visit their online or bricks-and-mortar stores. In short: omni-channel customer service. Smart businesses of all sizes understand that the key to growth, competitiveness, and p...

APAC: A leading region for LTE services

LTE is the fastest growing mobile communications technology in the world and in the year 2014 its adoption (subscribers) grew by 140% over the previous year. With significant deployments in Asia, it has become the leading region bypassing North America and now has over 47% global subscriptions. The region is not only leading in providing high speed...

Post-Earth Day Resolution: Start Charging For the Environment

Economists point out that “there ain’t no such thing as a free lunch (TANSTAAFL). That goods are scarce; as more of them are consumed there will be less available. And that prices rise when supply shrinks. But the logic of TANSTAAFL, and supply and demand, are mistakenly not being applied to life-sustaining environmental goods: air, water, open sp...

Mural Proves the Value of Support Interaction Optimization (SIO)

As pointed out by Frost & Sullivan Principal Analyst Nancy Jamison in her blog, support interaction optimization (SIO) is a new and powerful tool that helps companies improve their customer experience, lower costs, and measure the results. Case in point is Mural, a Portland, Oregon-based professional services company that specializes in cloud IT sa...

Rackspace – from the Open Cloud Company to the #1 Managed Cloud Company

Highlights from its recent Analyst Summit in Hong Kong The Rackspace Analyst Day was held in late March in Hong Kong, eight months after their change in the company direction: to focus on their core competency of managing cloud environments instead of competing in the infrastructure play. The service provider leveraged its strong in-house skill ...

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...


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