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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 ...

Customer experience is the accumulation of a customer's experiences throughout his/her journey with a supplier across functions, products, services, and touchpoints. This study adopts the proprietary Customer Experience Index methodology and the widely used Net Promoter Score metric to understand the dynamics between customers and retail banks in I...

Indonesia continues to capitalize on the growing number of telecommunications users in Southeast Asia as many individuals rely on various telecommunications services and products for both personal and business uses. Frost & Sullivans Customer Experience Management study on the countrys telecommunications sector explores how customers perceive their...

12 May 2021  |  Global  |  Customer Research

Investing in Communications and Collaboration Tools to Empower Frontline Workers

Enhanced Frontline Worker Productivity Can Boost Company Growth and Customer Satisfaction

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Estimated at approximately 2.7 billion globally, frontline workers represent a considerable untapped market and growth opportunity for communications and collaboration solution providers. For decades, the enterprise communications market has focused much of its collective attention on the carpeted office and knowledge worker segments. While commu...

07 May 2021  |  Asia Pacific  |  Customer Research

Customer Experience Management Study—Malaysian Banking Sector 2021

Benchmarking Industry Excellence in Delivering a Superior Customer Experience

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Customer experience is the accumulation of a customer's experiences throughout his/her journey with a supplier across any and all functions, products, services, and touchpoints. This study adopts the proprietary Customer Experience Index methodology and the widely used Net Promoter Score metric to understand the dynamics between customers and retai...

18 Feb 2021  |  Europe  |  Customer Research

Communications and Collaboration Investment Priorities

IT/Telecom Buyers’ Perspective

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Key Benefits

This study provides the data collected through an online survey of 1,129 IT and telecom decision makers across customer size segments, industries and world regions. The survey was conducted in November-December 2020. Respondents were qualified as follows: • IT/telecom decision maker in organizations with 10+ employees • Having knowledge on comm...

Therapeutic medical devices play a significant role in the long-term treatment of chronic conditions such as cancer and neurological diseases. Non-invasive therapeutic medical devices capable of offering home-based treatment provide high patient comfort and adherence to the prescribed therapy. With the changing preference of the patients, the medic...

31 Aug 2020  |    |  Technology Research

Data Science Impacting the Pharmaceutical Industry Part II: Clinical trial Applications

Enabling faster analysis using advanced tools

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Clinical Trials, the most crucial step in drug discovery has never been in the forefront in adopting new technologies and transforming from the conventional protocols. With the development of AI/ML in the last five years, it has opened up a new horizon for transforming clinical trials. It has been proven that use of AI/ML tools can scan through la...

28 Aug 2020  |  Global  |  Technology Research

Data Science Impacting the Pharmaceutical Industry

Part I: Drug Discovery Applications

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Data science and AI have the potential to transform drug discovery in terms of costs, speed and efficiency. With explosion in biomedical data, data sharing and analysis platforms have surged. AI technologies are moving to the next phase of advancements, and when combined with other emerging tech areas, AI is expected to witness a full fledged adopt...