Welcome!

SDN Journal Authors: Yeshim Deniz, Elizabeth White, Liz McMillan, Pat Romanski, TJ Randall

News Feed Item

Frost & Sullivan: Internet of Things and its Impact on Customer Interaction

~Frost & Sullivan Hosts Customer Interaction Malaysia Summit in Kuala Lumpur

KUALA LUMPUR, Malaysia, March 13, 2014 /PRNewswire/ -- Frost & Sullivan recently hosted the 6th Annual Customer Interaction Malaysia Summit on the 13 March 2014 at the DoubleTree by Hilton, Kuala Lumpur. Customer Interaction and Experience have become the buzzwords in many industry sectors today, as companies seek to differentiate themselves and evolve from being product or service focused to being customer oriented.

It is no longer sufficient to measure the customer service at the contact centre, but look at the total value chain of the customer perception from all key touch points, as well as different aspects of the customer lifecycle. This one-day summit aims to provide businesses with powerful tools to enhance their customer experience, differentiate themselves from competitors, and build roadmaps for implementing effective strategies.

"Today's contact centers are evolving rapidly from having a primary focus on voice interaction to the use of multiple channels across multiple devices. Apps are becoming the major form of engagement across a wide array of activities such as booking taxis and making payments," said Mr. Andrew Milroy, Vice President of ICT Research, Frost & Sullivan Asia Pacific.

In his keynote presentation, Mr. Milroy discussed the evolution of the contact center and the implications of the Internet of Things on customer interaction.

"This is creating a situation where customers can potentially engage with organisations using many different objects or things. As more and more things become IP enabled, it will be possible to reach customers in many different ways such as via a car dashboard or a wrist band," said Mr. Milroy.

Throughout the summit, Frost & Sullivan and other the industry experts discussed how businesses can improve customer experience, the impact of big data, the benefits of Interaction Process Automation (IPA), the importance of personalization, as well as insights into customer experience in the Banking and Healthcare industries.

Presenters and participants included industry experts from Bank Simpanan Nasional, BP Healthcare, Celcom Axiata, Contact Centre Association of Malaysia, Interactive Intelligence, Jabra Asia Pacific, Standard Chartered Bank, Tenaga Nasional, and YTL Communications.

For more details on this summit email your request to [email protected] or visit http://www.frost-apac.com/ci/malaysia/.

Interactive Intelligence is a Gold Sponsor while Jabra is a Partner Sponsor. Media Partners include Business Today and Top 10 of Malaysia while Association of Customer Experience Industry of Malaysia (ACE) is a Supporting Organizations for the summit.

The inaugural 2014 Best Practices in Customer Experience awards was also held in conjunction with Frost & Sullivan's 6th Annual Customer Interaction Malaysia summit.

About Frost & Sullivan Malaysia

Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants. Frost & Sullivan established an office in Kuala Lumpur, Malaysia in 2000. The Kuala Lumpur office currently has more than 100 dedicated consultants covering 9 major industries across 18 countries in Asia Pacific. 

Frost & Sullivan is also proud to partner with Multimedia Development Corporation and i2M Ventures Sdn Bhd, a wholly-owned subsidiary of Khazanah Nasional Berhad to set up a Global Innovation Centre in Medini. The Global Innovation Center in Iskandar will serve Frost & Sullivan's global operations and offices, providing opportunities for local employees to work on global projects, while developing and delivering capabilities that assist in driving Growth, Innovation and Leadership for our local and global clients.

MEDIA CONTACT:

Carrie Low
Corporate Communications
E: [email protected]
P: +603 6204 5910

www.frost.com

SOURCE Frost & Sullivan

More Stories By PR Newswire

Copyright © 2007 PR Newswire. All rights reserved. Republication or redistribution of PRNewswire content is expressly prohibited without the prior written consent of PRNewswire. PRNewswire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

CloudEXPO Stories
The hierarchical architecture that distributes "compute" within the network specially at the edge can enable new services by harnessing emerging technologies. But Edge-Compute comes at increased cost that needs to be managed and potentially augmented by creative architecture solutions as there will always a catching-up with the capacity demands. Processing power in smartphones has enhanced YoY and there is increasingly spare compute capacity that can be potentially pooled. Uber has successfully been able to harness the excess capacity of privately owned vehicles and turned into a meaningful business. This concept can be step-functioned to harnessing the spare compute capacity of smartphones that can be orchestrated by MEC to provide cloud service at the edge.
All zSystem customers have a significant new business opportunity to extend their reach to new customers and markets with new applications and services, and to improve the experience of existing customers. This can be achieved by exposing existing z assets (which have been developed over time) as APIs for accessing Systems of Record, while leveraging mobile and cloud capabilities with new Systems of Engagement applications. In this session, we will explore business drivers with new Node.js apps for delivering enhanced customer experience (with mobile and cloud adoption), how to accelerate development and management of SoE app APIs with API management.
Using new techniques of information modeling, indexing, and processing, new cloud-based systems can support cloud-based workloads previously not possible for high-throughput insurance, banking, and case-based applications. In his session at 18th Cloud Expo, John Newton, CTO, Founder and Chairman of Alfresco, described how to scale cloud-based content management repositories to store, manage, and retrieve billions of documents and related information with fast and linear scalability. He addressed the challenges of scaling document repositories to this level; architectural approaches for coordinating data; search and storage technologies, Solr, and Amazon storage and database technologies; the breadth of use cases that modern content systems need to support; how to support user applications that require subsecond response times.
The technologies behind big data and cloud computing are converging quickly, offering businesses new capabilities for fast, easy, wide-ranging access to data. However, to capitalize on the cost-efficiencies and time-to-value opportunities of analytics in the cloud, big data and cloud technologies must be integrated and managed properly. Pythian's Director of Big Data and Data Science, Danil Zburivsky will explore: The main technology components and best practices being deployed to take advantage of data and analytics in the cloud, Architecture, integration, governance and security scenarios and Key challenges and success factors of moving data and analytics to the cloud
For years the world's most security-focused and distributed organizations - banks, military/defense agencies, global enterprises - have sought to adopt cloud technologies that can reduce costs, future-proof against data growth, and improve user productivity. The challenges of cloud transformation for these kinds of secure organizations have centered around data security, migration from legacy systems, and performance. In our presentation, we will discuss the notion that cloud computing, properly managed, is poised to bring about a digital transformation to enterprise IT. We will discuss the trend, the technology and the timeline for adoption.