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The metaverse currently stands for the vision of a digital universe with many different virtual worlds where people can “live” an immersive, real-time experience. To bring this visionary topic down to earth, we have chosen a more basic defin...
Privacy will reinforce hyper-personalized customer experiences (2023 Prediction #7)
Since the inception of omnichannel over a decade ago, the “holy grail” for customer experience (CX) has been to gain enough insight into a customer/client/citizen to provide personalized engagement through any channel specific to an individual's needs. This rapacious demand for insight spurred exponential growth in third-party activity ...
The enabling technologies behind digital innovation - II
The role of the cloud
Organizations from all sectors are gearing up for their digital future. And they are doing so by investing massively in data-centric and eco-system-oriented platforms. And most of these developments are taking place in a public cloud. Among the surveyed organizations, no more than 25% does not yet use public cloud ...
Goals, drivers, and obstacles of digital innovation - I
What makes decision-makers invest in transformation and innovation, even in uncertain times?
The pandemic has highlighted the growing importance of digitalization. Companies with a highly digitized business model were the winners during the crisis, whereas more traditional organizations had to react quickly and had to transform themselves ...
La gestion de l’expérience client encore très dynamique
La version actualisée de nos chiffres sur notre segment « Digital Customer Engagement » vient d’être publiée. Ce segment reprend ce que nous considérons être lié directement à l’engagement client, quels que soient les canaux. Nous retrouvons ainsi la gestion des contenus, mais aussi ce qui est relatif au commerce digital (comprenant ...
Le numérique, principal moyen d’optimiser les coûts du secteur des transports
Dans l'ensemble, la pandémie a frappé plus durement le secteur des transports que la plupart des autres secteurs.