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Customer Care Becomes Ultra-Responsive and Boosts Productivity of Talent This report examines how digital disruption has shifted the consumer–brand-employee relationship involved in delivering quick, relevant and reliable customer care. This report is written for customer care professionals seeking to attract and retain the best talent for their agile, customer-centric organizations.
Earlier this week we learnt that Oracle has acquired Ravello Systems, a hybrid cloud vendor that has specialized in moving mostly VMware and KVM based loads from on premises into the public cloud.
Analyst Blog
Capgemini Turns Up the Heat: Based in New York City and London, Fahrenheit 212 will contribute its specialized capabilities for innovation strategy and consumer-centric design to the broader offerings of Capgemini Consulting. The move opens growth opportunities for both companies through their combined capabilities. It will accelerate Capgemini Consulting’s ability to define new products, services […]
Analyst Blog
Google has quickly moved its Cloud Dataproc service from beta into general availability, setting up a fresh option in 2016 for companies interested in making more effective use of Hadoop and Spark for big data projects.
Insight Blog
Is IoT Relevant to Today’s Companies? Today’s enterprises span a spectrum of engagement when it comes to the Internet of Things (IoT). Some are beginning an exploration around IoT, some are actively implementing new capabilities to build for the future and some are well along in their deployments with expansive plans for transforming their business. […]
Analyst Blog
We are attending the IBM InterConnect conference happening in Las Vegas this week, and probably the most important announcement for CxOs with on premises VMware loads has been the partnership between IBM and VMware.
Analyst Blog
While 2015 was a big year for artificial intelligence and machine learning, 2016 is shaping up to be an even busier one as vendors break out the pocketbooks in search of both technology and talent. Salesforce has made the most recent move in AI consolidation with the pending acquisition of startup PredictionIO.
Insight Blog
IBM is teaming up with longtime partner VMWare on a deal that will see the latter's widely used virtualization software deployed across Big Blue's global network of data centers. Here are the key details from the announcement at this week's IBM Interconnect conference:
Insight Blog
Cloud-Based Customer Service and Customer Experience. Verint® Systems Inc. announced its acquisition of Contact Solutions, a leading provider of real-time, contextual customer care solutions. The combination of Contact Solutions advances the Verint Customer Engagement Optimization™ portfolio with the addition of cloud-based solutions that enhance voice and mobile self-service through automation and analytics-driven personalization. By joining Contact Solutions’ strong self-service capabilities with its advanced customer analytics, […]
Analyst Blog
Have you tuned in for #DisrupTV?We recently launched a weekly Web series focused on disruption where we interview key players in the enterprise, including those working with companies or groups disrupting markets - or even themselves. If you’re interested in business innovation, hot startups, and weekly enterprise updates with influencers across markets, then you must check out the show.
Analyst Blog
What is the Internet of Things (IoT)? The Internet of Things (IoT) is a hot topic these days. Unlike many overhyped technology visions over the years, IoT has the underpinnings today to start happening throughout the developed world. Sensors everywhere. Ubiquitous mobile wireless communications. Powerful data analytics. Graphic visualization tools. Although the Internet of Things […]
Analyst Blog
Yes, the Superbowl has passed, but I couldn’t pass up this story. In a new campaign called “The Gambler,” Adobe’s Marketing Cloud showed how advertising in the Super Bowl can be a big bet for CMOs. You can watch the clip here: What’s the Video About? The TV and video campaign, created by Goodby Silverstein […]
Analyst Blog
En route to IBM Connect in Las Vegas it is time to order some thoughts on where IBM stands in its move to the cloud and overall becoming more of a software company.
Analyst Blog
The SuperNova Awards honor leaders that demonstrate excellence in the application and adoption of new and emerging technologies. This is the sixth year of the Constellation SuperNova Awards. Are you using IoT to create great, new customer experiences. Has the move to the cloud made your customer service more agile and the customer’s experience much better? If […]
Analyst Blog
How Do You Meet Customer Experience Expectations in Electric Vehicle’s? Start with the Cloud. Nissan Motor Co. Ltd. and Microsoft Corp. announced that all Nissan LEAF models and Infiniti models in Europe will have Connect Telematics Systems (CTS) powered by Microsoft Azure. Since the Nissan LEAF’s launch in 2010, more than 200,000 have been sold worldwide, […]
Analyst Blog
It’s Engineers Week! #eWeek2016 In celebration, I’m going to think (and post) this week on the idea of an entrepreneurial mindset. More than entrepreneurship, an entrepreneurial mindset supports innovation and value creation in personal work, team development, all across the range of small to massive organizations and freelanced careers. We all need an entrepreneurial mindset, whether or not we are going to start a business around our ideas.
Analyst Blog
Congressman Ted Lieu (D-Los Angeles County) and author of of the ENCRYPT ACT of 2016, said of statement regarding the APPLE court order: “The terrorist attack in San Bernardino was horrific and the tragic loss of innocent lives demands a strong response. I have several deep concerns, however, about the unprecedented court order that forces Apple to create software […]
Analyst Blog
Spark adopters including Bloomberg, Comcast, Capital One and EBay share compelling use cases. Data processing, streaming and analytics use-case scenarios multiply. What’s the business case for Apache Spark? After the … Continue reading →
Analyst Blog
Technology Leadership, Customer Experience & Platform Disruption | DisrupTV Ep. 3
In DisrupTV Episode 3, hosts R “Ray” Wang and Vala Afshar talk with three influential voices in technology, media, and communications:
Video
Digital is truly transformational to an organizational ecosystem when it works, but it is increasingly becoming a potential disaster when it fails. The failure of digital will lead to the reduction in innovation. No-one wins with that environment. When Digital … Continue reading →
Analyst Blog
The legal battle between the U.S. government and Apple over the contents of an accused terrorist's iPhone is being called the most important privacy case in years, and Apple CEO Tim Cook's decision to defy a court order has brought down a global spotlight on the case. As Engadget summarizes:
Insight Blog
IBM has made a sizable new investment in its Watson Health strategy, with the $2.6 billion acquisition of Truven Health Analytics. Here are the key details from IBM's announcement:Truven will bring more than 8,500 clients, including U.S. federal and state government agencies, employers, health plans, hospitals, clinicians and life sciences companies to the IBM Watson Health portfolio.
Insight Blog
While privacy laws vary greatly by geography, it's always instructive to pay attention to significant legal proceedings related to them, no matter the location. Such is the fact with the long-running case brought in Australia by journalist Ben Grubb, who sought access to his cell phone metadata stored with service provider Telstra.
Insight Blog