Mobile customer engagement: 5 things businesses need to know about capturing data

Organizations have been able to work more efficiently thanks to the creation and adoption of smartphone technology. A workforce using smartphones can manage their time more effectively with the use of tools such as email, collaboration and calendar on smartphone devices. However, organizations have not tapped into the full potential of smartphones. Some organizations have encountered difficulties as they add more smartphone base applications. Getting smartphone applications right could unlock great potential.

The Future of Customer Service

Endless wait times, unprepared and misinformed customer service representatives, no transfer of information when switching from one communication channel to another – it’s safe to say, consumers are tired of the experience they get when trying to get support from many organizations.

Businesses have long recognized the importance and value of delivering high end customer service, many continue to struggle to provide service in ways desirable to the end customer. A recent study (Philipp Klaus: Measuring Customer Experience)¹ states that 80% of CEOs believe their companies deliver outstanding customer service, while the same study indicates that 8% of those customers feel the same way.

What is the cause for this massive perception gap?

Thinking Software: Artificial Intelligence (AI) technology significantly optimizes customer service

The consumer gapes, the professional marvels: A few weeks ago Google tub-thumped that Gmail now will answer emails by itself By using self-learning algorithms the leading search engine is going to make answering emails much easier than ever before. As many as 20,000 possible answers are available. The company is focusing on tablet and smartphone users assisting them with daily correspondence.

Using self-learning software for everyday activities sounds exciting.

Big Data: How NSA helped boost business IT

Buzzword “big data” — if you have watched the news in the past three months, you likely picked up on the affinity between intelligence agencies and the IT topics ECM and business intelligence (BI). As a new generation of technologies and architectures for processing and utilizing large amounts of data, “big data” is gaining relevance in European organizations remarkably fast. Influenced by the NSA scandal and based on the success of implemented best practices in the US, European organizations are beginning to invest in ECM software, data storage technologies, cloud solutions and data access management.

The Resurrection of Email

In the blog series Prediction Time, AIIM president John Mancini shares his thoughts on the role of email in 2015 and comes to the conclusion, “Email is once again cool.” He says businesses had declared email as primary communication channel as dead more than once in the past in favor of social systems. Meanwhile, he believes that thanks to various innovations, the exact opposite is now true. People once again like email.

The Third Platform Is Coming — at Full Tilt

The final predictions for 2015 have been made. All bets are on the table. We are amid the current year and are realizing that virtually 100% of the growth in IT is related to third-platform technology. The technical basics of the third platform are mobile computing, cloud services, big data and analytics, and social networks. In the view of IDC head analyst Frank Gens, the industry has now reached the point it has been working toward since 2007. Cloud computing, social apps, big data and the Internet of things are no longer science fiction.