|By PR Newswire||
|March 13, 2014 04:02 AM EDT||
~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.
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.
E: [email protected]
P: +603 6204 5910
SaaS companies can greatly expand revenue potential by pushing beyond their own borders. The challenge is how to do this without degrading service quality. In his session at 18th Cloud Expo, Adam Rogers, Managing Director at Anexia, discussed how IaaS providers with a global presence and both virtual and dedicated infrastructure can help companies expand their service footprint with low “go-to-market” costs.
Jun. 28, 2016 03:00 AM EDT Reads: 959
[session] The Factory of the Future, Today By @Cisco | @ThingsExpo #IoT #BigData #DigitalTransformation
IoT offers a value of almost $4 trillion to the manufacturing industry through platforms that can improve margins, optimize operations & drive high performance work teams. By using IoT technologies as a foundation, manufacturing customers are integrating worker safety with manufacturing systems, driving deep collaboration and utilizing analytics to exponentially increased per-unit margins. However, as Benoit Lheureux, the VP for Research at Gartner points out, “IoT project implementers often ...
Jun. 27, 2016 07:45 PM EDT Reads: 389
It's easy to assume that your app will run on a fast and reliable network. The reality for your app's users, though, is often a slow, unreliable network with spotty coverage. What happens when the network doesn't work, or when the device is in airplane mode? You get unhappy, frustrated users. An offline-first app is an app that works, without error, when there is no network connection. In his session at 18th Cloud Expo, Bradley Holt, a Developer Advocate with IBM Cloud Data Services, discussed...
Jun. 27, 2016 06:15 PM EDT Reads: 880
Basho Technologies has announced the latest release of Basho Riak TS, version 1.3. Riak TS is an enterprise-grade NoSQL database optimized for Internet of Things (IoT). The open source version enables developers to download the software for free and use it in production as well as make contributions to the code and develop applications around Riak TS. Enhancements to Riak TS make it quick, easy and cost-effective to spin up an instance to test new ideas and build IoT applications. In addition to...
Jun. 27, 2016 05:15 PM EDT Reads: 383
University of Colorado Athletics has selected FORTRUST, Colorado’s only Tier III Gold certified data center, as their official data center and colocation services provider, FORTRUST announced today. A nationally recognized and prominent collegiate athletics program, CU provides a high quality and comprehensive student-athlete experience. The program sponsors 17 varsity teams and in their history, the Colorado Buffaloes have collected an impressive 28 national championships. Maintaining uptime...
Jun. 27, 2016 05:15 PM EDT Reads: 493
As organizations shift towards IT-as-a-service models, the need for managing and protecting data residing across physical, virtual, and now cloud environments grows with it. Commvault can ensure protection, access and E-Discovery of your data – whether in a private cloud, a Service Provider delivered public cloud, or a hybrid cloud environment – across the heterogeneous enterprise. In his general session at 18th Cloud Expo, Randy De Meno, Chief Technologist - Windows Products and Microsoft Part...
Jun. 27, 2016 04:15 PM EDT Reads: 477
Edge Hosting has announced a partnership with and the availability of CloudFlare, a web application firewall, CDN and DDoS mitigation service. “This partnership enhances Edge Hosting’s world class, perimeter layer, application (layer 7) defensive mechanism,” said Mark Houpt, Edge Hosting CISO. “The goal was to enable a new layer of customer controlled defense and compliance through the application of DDoS filters and mitigations, the web application firewall (WAF) feature and the added benefit ...
Jun. 27, 2016 03:15 PM EDT Reads: 494
Presidio Receives @EMCcorp Partner Services Quality Award | @ThingsExpo @Presidio #IoT #DigitalTransformation
Presidio has received the 2015 EMC Partner Services Quality Award from EMC Corporation for achieving outstanding service excellence and customer satisfaction as measured by the EMC Partner Services Quality (PSQ) program. Presidio was also honored as the 2015 EMC Americas Marketing Excellence Partner of the Year and 2015 Mid-Market East Partner of the Year. The EMC PSQ program is a project-specific survey program designed for partners with Service Partner designations to solicit customer feedbac...
Jun. 27, 2016 03:15 PM EDT Reads: 376
In his general session at 18th Cloud Expo, Lee Atchison, Principal Cloud Architect and Advocate at New Relic, discussed cloud as a ‘better data center’ and how it adds new capacity (faster) and improves application availability (redundancy). The cloud is a ‘Dynamic Tool for Dynamic Apps’ and resource allocation is an integral part of your application architecture, so use only the resources you need and allocate /de-allocate resources on the fly.
Jun. 27, 2016 03:00 PM EDT Reads: 1,168
Machine Learning helps make complex systems more efficient. By applying advanced Machine Learning techniques such as Cognitive Fingerprinting, wind project operators can utilize these tools to learn from collected data, detect regular patterns, and optimize their own operations. In his session at 18th Cloud Expo, Stuart Gillen, Director of Business Development at SparkCognition, discussed how research has demonstrated the value of Machine Learning in delivering next generation analytics to imp...
Jun. 27, 2016 03:00 PM EDT Reads: 774
It is one thing to build single industrial IoT applications, but what will it take to build the Smart Cities and truly society changing applications of the future? The technology won’t be the problem, it will be the number of parties that need to work together and be aligned in their motivation to succeed. In his Day 2 Keynote at @ThingsExpo, Henrik Kenani Dahlgren, Portfolio Marketing Manager at Ericsson, discussed how to plan to cooperate, partner, and form lasting all-star teams to change t...
Jun. 27, 2016 02:45 PM EDT Reads: 1,240
In his keynote at 18th Cloud Expo, Andrew Keys, Co-Founder of ConsenSys Enterprise, provided an overview of the evolution of the Internet and the Database and the future of their combination – the Blockchain. Andrew Keys is Co-Founder of ConsenSys Enterprise. He comes to ConsenSys Enterprise with capital markets, technology and entrepreneurial experience. Previously, he worked for UBS investment bank in equities analysis. Later, he was responsible for the creation and distribution of life sett...
Jun. 27, 2016 02:30 PM EDT Reads: 1,269
Digital Initiatives create new ways of conducting business, which drive the need for increasingly advanced security and regulatory compliance challenges with exponentially more damaging consequences. In the BMC and Forbes Insights Survey in 2016, 97% of executives said they expect a rise in data breach attempts in the next 12 months. Sixty percent said operations and security teams have only a general understanding of each other’s requirements, resulting in a “SecOps gap” leaving organizations u...
Jun. 27, 2016 02:30 PM EDT Reads: 1,101
There are several IoTs: the Industrial Internet, Consumer Wearables, Wearables and Healthcare, Supply Chains, and the movement toward Smart Grids, Cities, Regions, and Nations. There are competing communications standards every step of the way, a bewildering array of sensors and devices, and an entire world of competing data analytics platforms. To some this appears to be chaos. In this power panel at @ThingsExpo, moderated by Conference Chair Roger Strukhoff, Bradley Holt, Developer Advocate a...
Jun. 27, 2016 12:00 PM EDT Reads: 864
You are moving to the Cloud. The question is not if, it’s when. Now that your competitors are in the cloud and lapping you, your “when” better hurry up and get here. But saying and doing are two different things. In his session at @DevOpsSummit at 18th Cloud Expo, Robert Reeves, CTO of Datical, explained how DevOps can be your onramp to the cloud. By adopting simple, platform independent DevOps strategies, you can accelerate your move to the cloud. Spoiler Alert: He also makes sure you don’t...
Jun. 27, 2016 11:30 AM EDT Reads: 991
Creating replica copies to tolerate a certain number of failures is easy, but very expensive at cloud-scale. Conventional RAID has lower overhead, but it is limited in the number of failures it can tolerate. And the management is like herding cats (overseeing capacity, rebuilds, migrations, and degraded performance). Download Slide Deck: ▸ Here In his general session at 18th Cloud Expo, Scott Cleland, Senior Director of Product Marketing for the HGST Cloud Infrastructure Business Unit, discusse...
Jun. 27, 2016 11:00 AM EDT Reads: 985
Connected devices and the industrial internet are growing exponentially every year with Cisco expecting 50 billion devices to be in operation by 2020. In this period of growth, location-based insights are becoming invaluable to many businesses as they adopt new connected technologies. Knowing when and where these devices connect from is critical for a number of scenarios in supply chain management, disaster management, emergency response, M2M, location marketing and more. In his session at @Th...
Jun. 27, 2016 10:00 AM EDT Reads: 1,069
The cloud market growth today is largely in public clouds. While there is a lot of spend in IT departments in virtualization, these aren’t yet translating into a true “cloud” experience within the enterprise. What is stopping the growth of the “private cloud” market? In his general session at 18th Cloud Expo, Nara Rajagopalan, CEO of Accelerite, explored the challenges in deploying, managing, and getting adoption for a private cloud within an enterprise. What are the key differences between wh...
Jun. 27, 2016 09:30 AM EDT Reads: 912
More and more companies are looking to microservices as an architectural pattern for breaking apart applications into more manageable pieces so that agile teams can deliver new features quicker and more effectively. What this pattern has done more than anything to date is spark organizational transformations, setting the foundation for future application development. In practice, however, there are a number of considerations to make that go beyond simply “build, ship, and run,” which changes ho...
Jun. 27, 2016 08:45 AM EDT Reads: 1,035
"A lot of times people will come to us and have a very diverse set of requirements or very customized need and we'll help them to implement it in a fashion that you can't just buy off of the shelf," explained Nick Rose, CTO of Enzu, in this SYS-CON.tv interview at 18th Cloud Expo, held June 7-9, 2016, at the Javits Center in New York City, NY.
Jun. 27, 2016 08:45 AM EDT Reads: 1,099