Search Results

• Report Smart City Platforms Enable The Insights-Driven City

  Build A Foundation To Improve Operations And Citizen Experience

  December 3, 2018 | Jennifer Belissent, PhD, Michele Pelino

  Cities leaders recognize the need to invest in infrastructure and applications to improve their operations, the services they provide constituents, and the overall experience of their citizens. New...

• Report Australia Tech Market Outlook, 2018 To 2019

  CIOs Will Focus Investments On Increasing Business Speed

  February 20, 2018 | Tim Sheedy

  This is the time of year when Australian CIOs and their partners in the business plan their 2018 technology budgets. To help CIOs with this process, this report provides our current forecast for...

• Report China Tech Market Outlook, 2018 To 2019

  Technology Investment In Digital Innovation And Ecosystem Expansion Remains Strong As China Reforms

  January 16, 2018 | Charlie Dai

  Technology spending in China will reach $234 billion in 2018 as the Chinese government and enterprises further drive necessary reforms by investing in technologies for digital innovation and...

• Report 2017 Tech Budget Benchmarks

  Use Our Benchmarks To Transform Your Tech Budget, Not Just Defend It

  March 28, 2017 | Andrew Bartels

  CIOs feel ambivalent about tech budget benchmarks. They need them to respond to CEO and CFO questions about tech spending levels, but they also know the top-line metrics don't really say much. This...

• Report Well-Architected IoT Initiatives Achieve Strategic Outcomes

  Chinese Companies Are Using Internet Of Things Software To Build Digital Business

  November 2, 2016 | Charlie Dai

  The ever-increasing number of connected devices and maturing cloud platforms opens doors to new business models and opportunities. Enterprise architecture (EA) pros must understand how they can...

• Report Boost Digital Business With The Internet Of Things

  Leverage IoT Software To Accelerate Digital Transformation In China

  September 20, 2016 | Charlie Dai, Travis Wu

  As China transforms itself from a follower into a global leader, the internet of things (IoT) has emerged as an area where China is leading the way. But Chinese companies must overcome many...

• Report No More Chewy Centers: The Zero Trust Model Of Information Security

  March 23, 2016 | John Kindervag

  There's an old saying in information security: "We want our network to be like an M&M, with a hard crunchy outside and a soft chewy center." For today's digital business, this perimeter-based...

• Report The Role Of Telcos In Digital Ecosystems: Gaps Between Ambition And Reality

  CIOs Will Rely On Telcos For Connectivity In Digital Ecosystems — But Very Little Else

  November 11, 2015 | Dan Bieler

  Rising customer sophistication forces businesses to become more customer-obsessed and work with vendors and ecosystem partners to boost customer experiences and operational excellence to enhance...

• Report Use Outsourcers To Build Your Omnichannel Customer Service Future

  Toss Out Outdated Attitudes About BPOs Due To Their Expertise In Chat, Social, And Even Customer Context Stores

  July 14, 2015 | Ian Jacobs

  Customer service has decidedly moved away from a phone-only world. Consumers across all ages and demographics have adopted digital customer service channels such as chat, mobile, web, and social....

• Report Contact Centers Must Go Digital Or Die

  Rework Your Contact Center Technology And Staffing Models To Align With Customer Channel Preferences

  April 3, 2015 | Kate Leggett, Art Schoeller

  Consumer preference for customer service channels is changing across all ages and demographics. Adoption of digital customer service channels, with an emphasis on self-service channels such as web...

• Report The Unified Communications Framework For Voice Integration

  Increase Adoption, Decrease Costs, And Improve Customer Experiences

  March 13, 2015 | Art Schoeller

  Expanding enterprise unified communications (UC) capabilities improves the ability to win, retain, and serve customers so it's important to tackle the barriers to adoption. Users may use...

• Report Market Overview: Workforce Optimization Solutions

  10 Solutions For Managing And Optimizing Contact Center Resources

  November 24, 2014 | Ian Jacobs, Art Schoeller

  Despite the rise of self-service and peer-to-peer channels, consumers still choose to interact with contact center agents. Those interactions then have a significant impact on overall customer...

• Report Brief: Telstra Bets Its Future On All Things Connected

  Observations From Telstra's Analyst Event In Sydney

  November 17, 2014 | Dan Bieler

  Asia has long been and looks set to remain one of the most important growing regions globally — despite some recent cooling off of the Chinese economy. In particular, multinational companies (MNCs)...

• Report Don't Wait For Governments To Pave The Way For Digital Business

  Digital Agendas Of European Governments Fail To Address CIO Issues

  October 28, 2014 | Dan Bieler

  Digital transformation will fundamentally affect all aspects of business and society, which makes it not only a key theme for business leaders and CIOs but also for governments. Over the past few...