Information Technology

This edition of IT, Computing and Communications (ITCC) Technology Opportunity Engine (TOE) provides a snapshot of the ICT led innovations in graphics processing units (GPUs), cloud, robotics, and artificial intelligence. This issue focuses on the application of information and communication technologies in alleviating the challenges faced across...

16 Dec 2021  |  Global  |  Customer Research

Impact of Mobile Devices and Apps on Customer Experience (CX)

Customer Perspectives on Excelling in CX in a Mobile World

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With over 90% of customers using smart mobile apps as a customer experience (CX) channel, companies across industries must deliver excellent customer care on mobile devices. They must also ensure that mobile apps are part of their omnichannel strategy. This study gives insights to CX companies on mobile app usage. The pandemic has accelerated ...

The cloud represents the most critical aspect of digital transformation, according to respondents to the 2021 Frost & Sullivan Global Cloud User survey. As such, companies continue to build out their hybrid, multicloud environments to support strategic business goals, such as agility and improved customer experience. In the tenth annual survey of...

This edition of the Cyber Security Technology Opportunity Engine (TOE) provides a snapshot on emerging cyber security solutions powered by cloud-, API-, and artificial intelligence-based innovations that help companies protect from threats, data breaches, phishing attacks and defend against modern attacks residing within cloud infrastructure, e-m...

The COVID-19 pandemic accelerated the move to digital channels, the cloud, and self-service customer care so financial companies could take advantage of new technologies to keep businesses running sans a staff yet maintain a satisfactory level of customer experience (CX). BFSI companies are focusing on improving digital experiences such as digital ...

The retail industry had undergone significant change in the past decade, witnessed by the shift from in-store to online shopping and digital engagement. Digital customer care rapidly expanded with new channels on the web, mobile apps, and social media, and older channels, such as chat and interactive voice response (IVR), embellished with new tech...

This edition of IT, Computing and Communications (ITCC) Technology Opportunity Engine (TOE) provides a snapshot of the emerging ICT led innovations in API, analytics, cloud, open RAN (O-RAN), and artificial Intelligence. This issue focuses on the application of information and communication technologies in alleviating the challenges faced across in...

This edition of the Cyber Security Technology Opportunity Engine (TOE) provides a snapshot on emerging cyber security solutions powered by cloud-, data governance-, and machine learning-based innovations that help companies protect from threats, data breaches, and defend against modern attacks residing within various other network layers. Cyber ...

This edition of IT, Computing and Communications (ITCC) Technology Opportunity Engine (TOE) provides a snapshot of the emerging ICT led innovations in process automation and artificial intelligence. The TOE focuses on the application of information and communication technologies in alleviating the challenges faced across various industries such as ...