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Survey: CIOs Have a New Boss – Customers
With consumers engaging more directly with businesses through mobile and social media, more than 60 percent of CIOs will focus more heavily on improving the customer experience and getting closer to customers, according to a new report released by IBM. More than 80 percent of CIOs report they are shifting their focus to the front office where marketing, sales and service managers work directly with customers. To do so, they are investing in new technologies to gain deeper insights into customer data.

Training and Certifications Important to IT Professionals’ Career Growth but Employer Support Lacking
Spiceworks announced the results of a new survey examining the IT training and certification priorities and plans of IT professionals. Results show 84% of IT professionals believe IT training is very to extremely valuable, yet 39% say their employer places limited to no value on IT training.

Global Business Growth Jeopardized by the Failure of Organizations to Adjust to 21st-Century Workforce
The highly connected and global 21st-century workforce is here and, according to the Deloitte Global Human Capital Trends 2014 report, organizations are not prepared to respond to the challenges it represents. According to the report, the single biggest challenge cited by most (86 percent) respondents is leadership development, followed by retention and engagement (79 percent), and reskilling the HR function (77 percent). Importantly, most respondents indicate that their organizations are not ready to address these challenges.

Customer Experience Expectations and Plans for 2014
The Temkin Group has published a data snapshot, Customer Experience Expectations and Plans for 2014. This annual research effort shows a strong surge of CX activity in 2014, which will outpace the effort, spending, and hiring in 2013. Areas gaining momentum in 2014 include text analytics, web and mobile experiences, and CX consultants.

One Third of Fortune 100 Organizations Will Face an Information Crisis by 2017
The rise of big data, social networking and mobile interactions, coupled with an accelerating increase in the amount of structured and unstructured information enabled by cloud-based technologies, is forcing organizations to focus on the enterprise information that is most relevant, value-generating and risk-related. Gartner predicts that, by 2017, 33 percent of Fortune 100 organizations will experience an information crisis, due to their inability to effectively value, govern and trust their enterprise information. 

Convergence of Digital Technologies Opens Doors for Enterprise Growth
Mobility is the most important digital technology priority for large enterprises, a new global study by Accenture has found. Reflecting its role as an enabler of other technologies in today’s digital businesses, 43 percent of respondents ranked mobility as a top one or two priority, with 77 percent placing it in the top five. Big data analytics came next with 72 percent putting it in the top five, followed by connected products at 65 percent.

IDC: On-Demand Contact Center Services Forecast Shows U.S. Spending Will Grow to $1.6 Billion in 2018
In a newly released study, International Data Corporation (IDC) forecasts that U.S. spending for on-demand (cloud) contact center services will grow at a compound annual growth rate (CAGR) of 17.5% to $1.6 billion in 2018. A majority of companies are using or evaluating a hosted or on-demand solution for their contact center, according to IDC demand-side data.

Deloitte Releases 5th Annual Tech Trends Report: Top 10 Trends
Deloitte’s 5th Annual Tech Trends Report, titled Inspiring Disruption, examines the changing landscape of technology and how multiple disruptive technology forces are converging on and impacting business today. The study focuses on the next 18-24 months and is divided into two categories – enablers and disruptors.

Not Good News for IT Professionals – Salaries Remain Flat
The 2014 Salary Survey, just released by Janco Associates and eJobDescription.com, is not good news for IT Professionals.  The survey shows that hiring and salaries has not significantly improved for IT professionals in most North American metropolitan areas. Salaries are up less than 1% for IT pros in the past 12 months and the only winners are the top level postions in mid-sized companies.  Salaries for most IT pros have finally gotten back to the level they were at in 2007 and that is a very good sign.

Contact Center Satisfaction Index Drops 10 Percent in 2013
In its seventh year, CFI Group's Contact Center Satisfaction Index (CCSI), finds customer satisfaction with company contact centers dropped a whopping 10 percent in 2013. With a score of 69 (on a 100 point scale), the 2013 score reflects an eight point pull back from the record high of 77 in 2012.

Small Businesses More Confident as They Begin 2014
An increased number of small business owners are planning to add more employees and boost compensation levels, signaling a slightly more positive economic outlook for 2014, according to the most recent Business Confidence Survey released by Insperity, Inc.

Software Assets -- Not Financial Assets -- Will Determine Business Success Over The Next 10 Years
Software assets — not financial assets — will be most critical to your brand in the age of the customer, a 20-year business cycle in which the most successful companies will reinvent themselves to systematically understand and serve increasingly powerful customers, according to a recent Forrester report.

Emerging Markets Slowdown Continues to Inhibit IT Spending
According to IDC Worldwide, IT spending will be inhibited by the economic slowdown in emerging markets in 2014, in addition to an inevitable deceleration in the growth of smartphones and tablets. IDC has lowered its forecasts for IT market growth in Asia Pacific (including China), Central and Eastern Europe, the Middle East and Africa, driving down its forecast for Worldwide IT spending growth to 4.6% this year in constant currency terms.

Top 8 Contact Center/Servicing Trends for 2014
According to DMG Consulting, as the economy continues to improve in the US and around the world, 2014 is looking to be a good year for technology investments that are supported by a solid business case, and have quantifiable benefits and a rapid payback of one year or less. Enterprises and government agencies are expected to make investments to improve the customer or constituent experience. Investments will be driven by the top 8 contact center/servicing trends for 2014.

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