Tag: Ovum

IoT World 2019 – the issues, plans and actions of IoT executives

The organizers of IoT World 2019 released a report, entitled 'What’s Keeping IoT Executives Up At Night in 2019 - A Study from Internet of Things World'. The top three concerns for IoT leaders in...
Where contact centers are missing the mark with customer care - Ovum

Evolutions in the contact center: live chat, social and beyond

Contact centers are facing numerous challenges as customers become more expecting, display channel-agnostic behavior and use an increasing number of unstructured communication channels and data formats. As the contact center keeps going through digital transformations...
Humanization

Digitalization and the human element in digital change

One of the key reasons technology implementations, digital transformation efforts, IT projects, customer service or experience optimization plans and digital business projects fail is the lack of attention for the essential human component. It's a...