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13 Customer Experience Trends to Watch in 2013

2012 was a very active year for customer experience management. According to Bruce Temkin of the Temkin Group, 2013 will be an even more robust year as we move deeper into the Era of Customer Experience (CX) Professionalism. Here are 13 CX trends to keep an eye on this year as these efforts gain maturity:


1. Decline of surveys.
2. Rise of text analytics.
3. "Big data" predictive insights.
4. Anticipatory service.
5. Experience-infused product development.
6. Design-based process improvement.
7. Loyalty-focused contact centers.
8. Appreciation of employee assets.
9. Mobile, mobile, mobile.
10. Software as an Experience.
11. Resurgence of values.
12. Rethinking risk-experience trade-offs.
13. Continuing CX education.
[Full Article]   Jan-13-2013

 

Survey: Companies Are Not Communicating Their BYOD Policies to Employees - Yet 68% of Employees are Using Their Personal Devices for Work

GLOBO, an international provider of mobile, telecom and e-business software products and services, released survey results which found IT departments are not making employees aware of their BYOD policies. In the survey, 68 percent of respondents said they use their personal devices for work, while only 29 percent said that their company actually has a BYOD policy in place. Furthermore, 42 percent of respondents don't know if their company's BYOD policy allows IT to have full access to their personal devices.

These findings show a significant lack of communication between companies and their employees with respect to BYOD, an issue that must be addressed.

Other key findings include:

  • 14 percent reported that they don't know if their company currently has a BYOD policy.


  • 91 percent responded that they do not know if their company plans to implement a BYOD policy.


  • If IT clearly stated that they have access to their employee's personal information such as emails and contacts, 93 percent of respondents said that they would not participate in a BYOD program.


  • 69 percent said that they would not consider breaking a company policy in regards to BYOD even if they knew that they would not get caught.


  • People using a personal device for work say that they are using it first and foremost to check emails (62 percent).

  • [Full Article]   Jan-13-2013

     

    Slight Growth in Global Tech Market in '13, Bigger Rebound in '14

    In its latest global tech market forecast, Forrester is forecasting 5.4% growth (local currencies) in global tech spending in 2013 — but, notes analyst Andrew Bartels, the year will be better than it looks from the headline. Aside from Europe, which will grow minimally in 2013 as it continues to rebound from its recession, other geographies will grow: the United States by 7.5% and Asia Pacific by 4%. In Latin America and Eastern Europe, the Middle East, and Africa, tech buying will increase by 9% over the next two years.

    Forrester contends that a lot of the economic instability affecting markets today — such as the fiscal cliff, the European recession, and the leadership transition in China — will be in the past and that firms should look at 2013 as transition year before increasing spending in 2014 when spending will grow to 6.7% globally.

    The tech market is being transformed by mobility, cloud computing, and smart computing, which are highly desired because of their transformative potential. Once the economic squeeze on IT budgets ends, the pent-up demand for new technologies will surface and drive the growth in tech spending. That will be the story of 2013 and 2014.

    One product category that continues to stall is computer hardware. PC vendors had a lousy 2012, with zero growth in total, and server vendors did even worse, with a 4% decline. Weakness will persist in 2013, with purchases of both servers and storage declining and peripherals slowing to 3%. The 4% growth in PCs in 2013 looks more promising, but that is mostly due to growth in tablets, which Forrester counts in the broader PC category.

    One hardware vendor continues to buck this trend: Apple. Forrester estimates that Apple will sell $7 billion of Macs and $11 billion of iPads to the corporate market in 2013, and $8 billion in Macs and $13 billion of iPads in 2014. Global corporate spending on Wintel PCs and tablets was down by 4% in 2012 and will be flat in 2013 as firms slowly replace their old Windows PCs with Windows 8 devices. Finally, in 2014, increased PC demand and improved Windows 8 devices will lead to a strong 8% increase of these products, but that growth will still be less than the double-digit growth for Linux, Android, and Apple products.
    [Full Article]   Jan-13-2013

     

    Gartner Identifies Top Vertical Industry Predictions for IT Organizations for 2013 and Beyond

    Gartner, Inc. has revealed its top industry predictions for IT organizations and users for 2013 and beyond. Analysts said that social networking, mobile communications, the cloud and information are pressuring enterprises worldwide to make fundamental changes in business processes and that industry decision-makers should use Gartner's predictions to understand and respond to this Nexus of Forces.

    CIOs and other IT and business leaders can use Gartner's predictions and recommendations to better understand the forces that are changing their world and develop strategies to address the requirements of a fast-changing business environment. The top industry predictions include:

  • By 2016, three automakers will have announced concrete plans for upcoming automobile launches that will offer autonomous vehicle technology.


  • By 2015, nontraditional money creation and exchange will enable 125 million more people to participate in the mainstream global economy.


  • By 2016, patients will be harmed or placed at risk by a medical device security breach.


  • By 2016, national governments will require institutions to surrender student records for a redesigned, cost-cutting curriculum based on big data analysis.


  • By 2015, natural-language processing (NLP) use among large healthcare delivery organizations (HDOs) in English-speaking countries will quintuple, fueled by documentation, coding, quality reporting and research.


  • By 2015, to avoid becoming simply transaction factories, successful payer organizations will turn to information integration as their competitive differentiator.


  • By 2016, half of U.S. utility customers will have access to standardized energy usage data, but only 20 percent will use it.


  • By year end 2014, pay-as-you-drive insurance will rise significantly to account for 10 percent of overall annual auto insurance premiums.


  • By 2017, more than 50 percent of the media sold to advertisers by agencies will be priced based on performance.


  • By 2014, less than 2 percent of consumers globally will adopt Near Field Communication (NFC)-based mobile payments.


  • More than 50 percent of government shared-service organizations that provide cloud services by 2015 will discontinue or downscale them by 2017.


  • By 2015, 50 percent of Tier 1 consumer goods manufacturers will invest in technology startups to maintain access to emerging business-to-consumer (B2C) technology.


  • Through 2014 enterprise software spend will increase by 25 percent from current figures as a consequence of the proliferation of smart operational technology (OT).

  • [Full Article]   Jan-06-2013

     

    Executives Looking For Better Access To Mobile Device and Social Networking Data

    A large number of companies have adopted a data analytics strategy to better leverage in-house information, but management teams don't seem to have the right access to marketplace data needed to make strategic decisions, says a new survey from KPMG LLP, the U.S. audit, tax and advisory firm.

    More than 60 percent of respondents to a KPMG survey taken during Oracle OpenWorld, said their organization has a defined data and analytics strategy. However, only 39 percent of respondents either agreed or strongly agreed that senior management had access to the rising volume of data gathered from the marketplace necessary to predict the needs of their customers. This "unstructured" data is typically generated by customers, vendors and analysts over websites, by mobile device users, and via social networking.

    As a result, senior management remains increasingly challenged to analyze current data and to act meaningfully on the results, according to 45 percent of more than 370 executives surveyed during the IT conference. In addition, more than one-quarter of respondents said their major challenge has been dealing with data raining in from other sources.

    The old conventions for measuring, managing and monitoring a business—as well as assuring the quality of its data—will be stressed to new extremes as speed, the need for trustworthy information and machine learning continue to influence the marketplace.

    Further, 29 percent of respondents said advances in data and analytics would fundamentally change their business or industry in the next five years. Forty-two percent of respondents said data and analytics would have an important impact in several areas of their industry or business, though more than one-third (36 percent) of those questioned said it will be at least one to three years before their company can implement a data and analytics strategy that allows predictive insights into the market.

    Other findings included:

  • Forty-five percent of respondents either agreed or strongly
    agreed that data analysis was on their board of directors' agenda.


  • Forty-five percent of those surveyed said their company tends of focus more on data security than on using data to improve core business operations.

  • [Full Article]   Jan-06-2013

     

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