Themes

AI holds the potential to deliver significant benefits for economies and societies—from enabling new business models and driving operational efficiencies to the provision of accurate predictive outcomes. As AI promises to create immense value, organizations have started adopting it. However, the deployment of AI is a journey as organizations ...

The COVID-19 pandemic accelerated certain work-style trends that have slowly been picking up steam over decades. The current massive shift to remote and hybrid work is the result of both recent health and safety measures and long-standing trends such as globalization and employee demand for work-life balance, which have given rise to increasingly d...

Internet of Things (IoT) technologies are fast becoming essential business tools and key parts of digital transformation for many organizations. IoT deployments are well suited, across the range of potential configurations and applications, to dovetail with efforts to achieve top reported business priorities. Frost & Sullivan conducted a survey...

From optimizing operations to driving R&D, enterprises are leveraging artificial intelligence (AI) to drive digital transformation and support business outcomes. However, where are global organizations in this journey and what are their adoption drivers and restraints In this study, Frost & Sullivan presents the key findings of a survey conducted ...

The APAC network security market witnessed a slower YoY growth of 7.8% in Q3, 2021, when compared to the double-digit YoY growth of 16.7% the previous quarter; this indicates a steady post-crisis recovery and shift out of the market’s strong rebound phase. The firewall segment remained the biggest technology segment driving the overall network se...

Business communications have evolved over the years to include a plethora of new communications and collaborations tools, such as video meetings, team spaces, business short messaging services (SMS) and more. Many businesses have also moved their call control (private branch exchange (PBX)) and collaboration tools to the cloud and adopting advanced...

2021 marked the beginning of the revival of meeting rooms and office spaces. As businesses prepare for the return to office, meeting rooms have seen growing technology investments to support hybrid work. Despite the headwinds from the impact of supply chain issues and component shortages which have triggered uneven sales cycles throughout 2021, the...

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 APAC contact center applications market generated $753.9 million in revenue in 2020, registering an annual growth of 4.8%. Though COVID-19 clouded the outlook at the beginning of the year, technology upgrades, cloud migration, and the adoption of analytics, automation, and self-service applications drove market growth. The market is set to grow...