Information Technology

Customers are becoming more reliant on computer hardware, software, and services in their lives and work. And while customers have had to become more knowledgeable about the technologies they own, use, and access, there also have been critical changes to the customer support landscape. Meanwhile, today’s customers are more anxious and demanding o...

Customers have higher excellent CX expectations. They seek personalized short or no wait interactions with highly trained agents who are suited to serve their unique needs. Customers expect companies to understand the full context of their communications histories. They do not want to repeat information when switching channels, resuming conversat...

Current SD-WAN vendor offerings focus on branch site connectivity and optimized cloud connectivity over hybrid WAN links. Remote and mobile workers, who comprise a significant percentage of the employee pool, are often ignored in SD-WAN deployments. In this paper, we look at the challenges with securely and cost-effectively connecting remote users...

Stratecast’s fourth BDA survey data indicates that nearly all companies, regardless of vertical, are considering implementing BDA, are in the process of implementing BDA, or have implemented BDA solutions. In fact, most respondents surveyed consider BDA the most important technology, compared to other technologies in their organizations. However,...

In a world of rapidly changing technologies, providing consistently excellent customer support can be challenging. Consider that companies today are developing a widening assortment of popular technology-driven products and services, as well as adding complexity to existing ones. Technology-enabled goods—such as appliances, automobiles, entertain...

Privacy regulations can shut down most of the benefits of big data, leaving organizations ill-equipped to compete in the global economy. Nowhere is that more true than in the EU. The EU’s General Data Protection Regulation (GDPR), intended to protect the privacy of EU citizens, threatens the viability of business initiatives in the region—all o...

This report looks at the application of advanced analytics on business process optimization; and suggests an infrastructure framework for ensuring that advanced analytics are utilized successfully. Key Highlights: --Advanced Analytics: A Primer --Predictive Analytics: The Holy Grail of Advanced Analytics --Analytics and AI --From Data to Insigh...

Companies are starting to shift to hybrid content delivery network (CDN) usage to address the lack of control over content delivery when and where it is most critical for customers. The hybrid CDN approach enables business advantages that ultimately boil down to optimizing performance within a content delivery ecosystem, which companies can create,...

The EU Parliament approved the GDPR in April 2016. To allow the region and the world to adjust to the sweeping changes it contains, the EU established a two-year acclimation period, and will begin enforcing the GDPR on 25 May 2018. This Stratecast report offers our assessment of the content and impact of the key provisions of GDPR, in the EU and a...