... Are on the Rise
Gartner analysts expect that crowdsourcing, working at home (WAH)/teleworking, and the “gig economy” will account for 40% of the customer management (CM) BPO workforce by 2021, up from 7% in 2017. By 2021, it will account for an estimated 900,000 people.
“Most of this workforce — nearly ...
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... services and software to improve responsiveness and resilience of public services (see Table 1). These include investments in enhancing customer and employee experience, strengthening analytical capabilities and scaling operational agility. Table 1. Government IT Spending Forecast by Segment, 2021-2022 ...
... or advice to give to the user.
I expect immersive experiences such as augmented reality (AR) and virtual reality (VR) capabilities to be another key theme in 2016. For example, Samsung Gear VR already uses a smartphone as a portal for VR experiences, and we expect continued development of this more mainstream ...
... long-term employee experience. This includes applying a consistent framework of mitigations that involve both managers and employees.
Recognize the quantitative impact of cost cutting initiatives on critical workforce outcomes — such as employee performance, engagement and experience — by analyzing internal ...
... shift to multichannel or enhanced customer service, leaders apply segmentation to create a portfolio of standard models to meet different end-user needs and handle complexity effectively and efficiently. This allows them to be both cost efficient and leaders in customer service. Collaboration — Based on ...
... convenience to enterprises and their customers are the same ones that attackers use to gain comprehensive access to enterprise systems once they get a foothold anywhere in the extended value chain.
"Regulatory compliance is insufficient to protect the business and its customers," said Mr. Willis. "The emerging ...
... here through Thursday, Gartner analysts defined a digital platform as a business-driven framework that allows a community of partners, providers and customers to share and enhance digital processes and capabilities or to extend them for mutual benefit. The framework allows for different combinations of business ...
... reasons for increased spending. In China, many end-user organizations are struggling to keep up with fast-growing customer requirements, and must invest in their rapidly expanding customer bases.
Key initiatives for software spending
In India, increased software spending is being strongly influenced ...
... as winners, three types will flourish:
Power-law firms: Companies that own a digital platform will use its scale, low-cost infrastructure and the customer information it generates to create new services and enter new markets. Very few (5 percent) of these winning heritage institutions have the ability ...