Forrester Report: 2018 Customer Service Trends: How Operations Become Faster, Cheaper – And Yet, More Human | SlashdotMedia AdOps Asset Management

Forrester Report: 2018 Customer Service Trends: How Operations Become Faster, Cheaper – And Yet, More Human

Ease, effectiveness, and emotion drive great customer service, but top line growth requires professionals to keep an eye out on trends for truly determining improvements in quality of service. Download this report to learn 10 customer service trends Forrester Research has identified for 2018.

Discover which investments are critical and the advantages of:

Focusing on context and inquiry type to deliver the best customer experience
Using automation and AI to uncover new revenue streams and transform operations
Exploring new labor models to maximize human connections in a digital world

Navigating the Complexity of Big Data Transformation

Big data is here and taking enterprises by storm. Companies across industries recognize that drawing insights from the myriad sources of data is a critical imperative to win, serve, and retain customers. Unfortunately, access to data does not immediately equal access to insights. Bridging that gap requires large-scale technology and process changes, including modernization of legacy systems and the adoption of platforms that connect data storage systems to systems of insight.

In February 2017, Rackspace and Intel commissioned Forrester Consulting to examine how organizations are working to derive business value from big data. The research supporting this paper explores the impact of cloud adoption and the modernization of legacy architectures, databases, and applications as enterprise organizations work to become more agile.

For this research, Forrester conducted a quantitative online survey across 314 senior corporate managers, IT managers, and senior data analytics leaders involved in big data decisions and strategies from the US, the UK, Germany, the Netherlands, and the Nordic Region. In addition, we conducted six in-depth, qualitative interviews.

Navigating the Complexity of Big Data Transformation

Big data is here and taking enterprises by storm. Companies across industries recognize that drawing insights from the myriad sources of data is a critical imperative to win, serve, and retain customers. Unfortunately, access to data does not immediately equal access to insights. Bridging that gap requires large-scale technology and process changes, including modernization of legacy systems and the adoption of platforms that connect data storage systems to systems of insight.

In February 2017, Rackspace and Intel commissioned Forrester Consulting to examine how organizations are working to derive business value from big data. The research supporting this paper explores the impact of cloud adoption and the modernization of legacy architectures, databases, and applications as enterprise organizations work to become more agile.

For this research, Forrester conducted a quantitative online survey across 314 senior corporate managers, IT managers, and senior data analytics leaders involved in big data decisions and strategies from the US, the UK, Germany, the Netherlands, and the Nordic Region. In addition, we conducted six in-depth, qualitative interviews.

Navigating the Complexity of Big Data Transformation

Big data is here and taking enterprises by storm. Companies across industries recognize that drawing insights from the myriad sources of data is a critical imperative to win, serve, and retain customers. Unfortunately, access to data does not immediately equal access to insights. Bridging that gap requires large-scale technology and process changes, including modernization of legacy systems and the adoption of platforms that connect data storage systems to systems of insight.

In February 2017, Rackspace and Intel commissioned Forrester Consulting to examine how organizations are working to derive business value from big data. The research supporting this paper explores the impact of cloud adoption and the modernization of legacy architectures, databases, and applications as enterprise organizations work to become more agile.

For this research, Forrester conducted a quantitative online survey across 314 senior corporate managers, IT managers, and senior data analytics leaders involved in big data decisions and strategies from the US, the UK, Germany, the Netherlands, and the Nordic Region. In addition, we conducted six in-depth, qualitative interviews.

Navigating the Complexity of Big Data Transformation

Big data is here and taking enterprises by storm. Companies across industries recognize that drawing insights from the myriad sources of data is a critical imperative to win, serve, and retain customers. Unfortunately, access to data does not immediately equal access to insights. Bridging that gap requires large-scale technology and process changes, including modernization of legacy systems and the adoption of platforms that connect data storage systems to systems of insight.

In February 2017, Rackspace and Intel commissioned Forrester Consulting to examine how organizations are working to derive business value from big data. The research supporting this paper explores the impact of cloud adoption and the modernization of legacy architectures, databases, and applications as enterprise organizations work to become more agile.

For this research, Forrester conducted a quantitative online survey across 314 senior corporate managers, IT managers, and senior data analytics leaders involved in big data decisions and strategies from the US, the UK, Germany, the Netherlands, and the Nordic Region. In addition, we conducted six in-depth, qualitative interviews.

Navigating the Complexity of Big Data Transformation

Big data is here and taking enterprises by storm. Companies across industries recognize that drawing insights from the myriad sources of data is a critical imperative to win, serve, and retain customers. Unfortunately, access to data does not immediately equal access to insights. Bridging that gap requires large-scale technology and process changes, including modernization of legacy systems and the adoption of platforms that connect data storage systems to systems of insight.

In February 2017, Rackspace and Intel commissioned Forrester Consulting to examine how organizations are working to derive business value from big data. The research supporting this paper explores the impact of cloud adoption and the modernization of legacy architectures, databases, and applications as enterprise organizations work to become more agile.

For this research, Forrester conducted a quantitative online survey across 314 senior corporate managers, IT managers, and senior data analytics leaders involved in big data decisions and strategies from the US, the UK, Germany, the Netherlands, and the Nordic Region. In addition, we conducted six in-depth, qualitative interviews.

Navigating the Complexity of Big Data Transformation

Big data is here and taking enterprises by storm. Companies across industries recognize that drawing insights from the myriad sources of data is a critical imperative to win, serve, and retain customers. Unfortunately, access to data does not immediately equal access to insights. Bridging that gap requires large-scale technology and process changes, including modernization of legacy systems and the adoption of platforms that connect data storage systems to systems of insight.

In February 2017, Rackspace and Intel commissioned Forrester Consulting to examine how organizations are working to derive business value from big data. The research supporting this paper explores the impact of cloud adoption and the modernization of legacy architectures, databases, and applications as enterprise organizations work to become more agile.

For this research, Forrester conducted a quantitative online survey across 314 senior corporate managers, IT managers, and senior data analytics leaders involved in big data decisions and strategies from the US, the UK, Germany, the Netherlands, and the Nordic Region. In addition, we conducted six in-depth, qualitative interviews.

SecOps Report: 52% of Companies Sacrifice Cybersecurity for Speed

A recent Threat Stack survey finds that over 50% of companies admit to cutting back on security measures to meet a business deadline or objective. As long as companies are willing to sacrifice security at the altar of speed, the long-held dream of marrying DevOps and security simply won’t come true.

This report examines why the vision for SecOps hasn’t become a reality at most organizations. Key findings indicate that:

68% of companies state that their CEOs demand DevOps and security teams not do anything to slow the business down
62% say their Ops teams push back when asked to deploy secure technology
57% say Ops teams push back on security best practices
Read more now!

The 2018 Threat Impact and Endpoint Protection Report

Ransomware is a multi-billion dollar business with the number of new ransomware variants continuing to grow quarter-over-quarter. Despite the many security offerings available, organizations continue to fall victim to ransomware attacks.

For this report, we surveyed businesses across all industries to find out what they're doing to defend themselves. We thoroughly examined who is at risk, what the scope and cost of an attack is, how organizations are protecting themselves from ransomware, and the effectiveness of their endpoint protection.

Find out what is really the best way to combat the threat of ransomware.

The results might surprise you!

Omni-Channel Customer Care: How to Deliver Context-Driven Experiences

Aberdeen research shows that technology tools are among the top factors influencing agents’ ability to meet and exceed customer expectations. Of the tools agents use, agent desktop is arguably the most important one. This report highlights the business value companies observe by optimizing the agent desktop. It’ll also illustrate the key activities and technologies contact centers use to empower agents and help them succeed in creating happy customers.

Keys to Business Success with All-Flash Storage

Are you building a business case for replacing disk systems with all-flash? Read this paper to find out what enterprise users are saying about their own experiences with all-flash storage. Findings are based on over a dozen different product reviews.

Technology Insight for Modern Analytics and Business Intelligence Platforms

Did you know that by 2020, 50% of analytic queries will be generated using search, natural-language processing or voice, or will be automatically generated?

Read the Gartner report Technology Insight for Modern Analytics and Business Intelligence Platforms and find out how to meet the time-to-insight demands of today's competitive business environment.

Learn how to:

Determine when to use existing, traditional BI technologies versus modern analytics and BI
Broaden data access beyond relational systems
Adopt new approaches to data modeling

All-Flash Storage Competitive Comparison: NetApp AFF vs. Pure Storage FlashArray//M

Not all flash storage architectures are created equal. Read this vendor comparison report and learn about the differences between solutions from NetApp® and Pure and how to find the best all-flash arrays to meet your business needs.

Forrester Report: Artificial Intelligence with the Human Touch

Blend AI with Human Agents to Improve Both Customer and Agent Satisfaction

Artificial intelligence (AI) can’t replicate the human touch, but it can ease your agents’ burden by handling many simple, repetitive requests. A new Forrester Consulting paper offers a look at the strengths and weaknesses of both AI and humans independently, yet how blending them together can give your customers the seamless end-to-end experience they expect.

See how enterprises around the world use AI to improve customer service and uncover new revenue streams, the challenges they overcame, and why a blended solution with live agents makes sense.

Download the paper to learn three key recommendations on using AI to improve agent productivity, agent satisfaction, and customer satisfaction.

Gartner Report: Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide

Get Gartner’s Complete Analysis of Each Contact Center Vendor

The 2017 Magic Quadrant provides Gartner’s annual analysis of the contact center infrastructure vendors. The report examines the innovations driving the market and compares vendors based on completeness of vision and ability to execute.

Get the complimentary report now to:

Compare contact center vendors and see which quadrant they are aligned to
Review the latest market outlook including on premise and cloud deployment choices
Learn what critical capabilities to consider when evaluating solutions and legacy system replacement

For the ninth year, we are honored to be positioned as a leader in the 2017 Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide. Gartner placed Genesys highest amongst all vendors in ability to execute and completeness of vision. We believe this unique position validates our mission to power the world’s best customer engagement solutions for organizations of all sizes, both in the cloud and on premise.