Strategies and Trends for Information Technology Leaders
“We are seeing some increase in capital spending on IT, but only some,” said John Longwell, VP of Research at Computer Economics. “Enterprises are still shying away from anything that is too disruptive or risky.” CE’s recent report, Technology Trends 2011/2012, details technology adoption rates and investment rates and correlates the two. The findings, while…
Every major organization has some form of customer call center. You may have renamed yours “contact center.” They are manned by staff that are trained, tooled-up with technology and incentivized to support customers. The center is critical because it drives long term sales and protects repeat revenue. It may even be considered a “profit center.”…
In many ways, relevance engines appear to be the holy grail of customer communications. These connect-the-dots technologies enable businesses to determine what any given individual wants to know and what device they want to see the information on. “A relevance engine is designed and built on the foundation of application, device and network neutrality —…
In today’s economy, each customer is worth his weight in gold, quite literally. Retaining that gold is businesses’ highest order of the day. Perhaps it is not that remarkable, then, that customer experience is now a top focus of IT. A recently released Enterprise Management Associates (EMA) study names quality of experience (QoE) measurement and…