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Key Growth Strategies and Technologies to Upgrade Your CX Amidst the Pandemic

COVID-19 has hit us fast and furiously in 2020. A general lack of preparedness in customer care has revealed each industry’s weaknesses and vulnerabilities. Every vertical market has its unique challenges, but the concerns that are universal for all include lack of bandwidth, secured networks, and reliability. In this volatile and unpredictable environment, our global Customer Experience team will weigh in key strategies and technologies companies in all sectors should leverage and monitor closely.

The briefing will discuss ways to deliver secure, high-quality, and stable CX services to your clients to gain a competitive advantage during these uncertain times, including the optimization of your artificial intelligence, robotic process automation, and virtual agents.

Key benefits of attending:

1. Discover the major issues companies experienced in terms of technologies and processes to support their customers and how they dealt with it
2. Find out success factors for organizations that are coming out of this unscathed or even growing
3. Identify what key technologies will see an acceleration in growth over the next year or two
4. Determine top strategies CX companies can focus on over the next months
5. Learn about best practices and recommendations for BPOs and solutions providers
Recorded Apr 29 2020 59 mins
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Frost & Sullivan’s Global Customer Experience Team
Presentation preview: Key Growth Strategies and Technologies to Upgrade Your CX Amidst the Pandemic

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  • Future of Banking Post-COVID-19 Oct 14 2020 3:00 pm UTC 60 mins
    Clare Walker and Shailendra Soni, Principal Consultants, Frost & Sullivan
    The COVID-19 pandemic has forced banks to accelerate their digital transformation initiatives, with some banks achieving their full-year plan in the first half of 2020. But by doing this, have they secured their future? Frost & Sullivan believes this may still not be enough as they start to feel the pressure from badly impacted SMEs and an adverse impact on travel and tourism, retail, and other industries.

    From this webinar, you’ll walk away with an understanding of:

    • What will happen to the branch networks, and how will ATMs transform?
    • Have alternative lending providers reached a scale to challenge the dominance of banks?
    • Will consumers prefer saving their money with banks or with Fintechs?
    • Will Fintechs survive the disruption, and if yes, which ones?
  • Industrial Cybersecurity - Enabling Maturity in the OT Environment Sep 28 2020 10:00 am UTC 75 mins
    Abhay Bhargava, Sr. Director, Frost & Sullivan, Sumit Dhar, Vice President, Government Risk and Compliance, Digital14
    The Middle East is witnessing rapid population growth, urban expansion, and a manufacturing boom. This unprecedented growth is driving investments in operational technology (OT). Traditionally, OT networks were air-gapped. However, organizations are increasingly connecting their OT networks to optimize their processes and gain a competitive strategic advantage.

    With the growing information technology (IT)–OT convergence, significant compliance requirements, and relentless targeting by threat actors, the risk exposure of OT environments increases. Also, industries worldwide face regulatory and financial pressures to establish a holistic approach to managing safety, cybersecurity, and governance, resulting in a strong demand for OT security.

    However, with labor costs on the rise and a growing shortage of appropriately skilled security resources, companies face unprecedented challenges in protecting their OT networks. Globally, the OT sector expects significant threats as we move forward, and the C-Suite is slowly getting involved in managing the OT risks. Organizations today, therefore, are focused on gaining visibility into their OT security posture and driving the overall maturity of OT security.

    As they do that, organizations face several challenges and complexities:

    • Significant end-to-end system integration issues
    • Unpredictable and unforeseen cybersecurity risks
    • Increasing cyber threats from competent and motivated adversaries
    • A massive increase in workloads of security operations teams
    • More complex compliance requirements and increased vulnerability from non-compliance

    In this webinar, Digital14, in collaboration with Frost & Sullivan, will discuss the emerging OT trends, IT and OT convergence challenges, and risks associated with the ever-evolving cybersecurity and threat landscape.
  • Cinema Exhibition Business in KSA: Strategies for Revenue Generation & Growth Recorded: Sep 10 2020 50 mins
    Saurabh Verma, Frost & Sullivan Director, Sailesh Dave, Partner and Neil Dave, Research Director, Runaway Insights
    The recent liberalization of the media and entertainment sector by The Kingdom of Saudi Arabia has fueled the demand for setting up theaters for cinema's public exhibition. This positive development has created revenue generation opportunities for several stakeholders in the ecosystem, both nationally and internationally.

    Key Takeaways:

    • How can cinema chain operators, independent local content creators, internationally established production houses and studios effectively capitalize on the immense growth opportunities from theatrical exhibition in KSA?
    • Why should KSA be the destination for future investments by real estate developers, equipment and technology providers, and distribution and marketing companies?
    • What role will analytics and big data play in the theatrical exhibition business in KSA?
    • How can you co-exist with OTT platforms?
    • Discover strategies to maximize profitability and sustain long-term growth.
    • Learn about journeys to investment and widespread industry adoption.
  • The Impact of Private 5G Networks on Vertical Markets in Asia-Pacific Recorded: Jun 17 2020 21 mins
    Sofea Zukarnain, Research Associate, Frost & Sullivan
    The most commonly used access technologies do not meet new 5G use-case requirements. Most enterprises do not have sufficient throughput in their existing network, preventing them from deploying new 5G use cases. Plus, the internet of things (IoT) and connected assets continue to increase in vertical markets and will continue to grow in the future. Enterprise networks will require an increased capacity to handle the vast amount of data the connected assets produce. Private 5G networks will provide the necessary capabilities, such as low latency, full bandwidth, and higher capacity, to address these issues and enable new use cases. As 5G use cases become more complex, the network architecture will need to be upgraded to 5G Standalone. Therefore, private 5G networks will only be available when 5G Standalone becomes widely available in Asia-Pacific, after the first half of 2020. With the challenges on the current network to accommodate the requirements of the 5G use cases, more enterprises within vertical markets are investigating opportunities that private 5G networks could offer.

    Questions this session will answer:

    1. What drivers and restraints are influencing the growth of private 5G networks?
    2. What are the existing spectrum bands for the operation of a private 5G network?
    3. What are the practical use cases of private 5G networks?
    4. Who are the key ecosystem players, and what are their strategies?
    5. What are the key growth opportunities of private 5G networks in vertical markets?
  • Key Growth Strategies and Technologies to Upgrade Your CX Amidst the Pandemic Recorded: Apr 29 2020 59 mins
    Frost & Sullivan’s Global Customer Experience Team
    COVID-19 has hit us fast and furiously in 2020. A general lack of preparedness in customer care has revealed each industry’s weaknesses and vulnerabilities. Every vertical market has its unique challenges, but the concerns that are universal for all include lack of bandwidth, secured networks, and reliability. In this volatile and unpredictable environment, our global Customer Experience team will weigh in key strategies and technologies companies in all sectors should leverage and monitor closely.

    The briefing will discuss ways to deliver secure, high-quality, and stable CX services to your clients to gain a competitive advantage during these uncertain times, including the optimization of your artificial intelligence, robotic process automation, and virtual agents.

    Key benefits of attending:

    1. Discover the major issues companies experienced in terms of technologies and processes to support their customers and how they dealt with it
    2. Find out success factors for organizations that are coming out of this unscathed or even growing
    3. Identify what key technologies will see an acceleration in growth over the next year or two
    4. Determine top strategies CX companies can focus on over the next months
    5. Learn about best practices and recommendations for BPOs and solutions providers
  • デジタルペイメントと成長機会 Recorded: Apr 17 2020 25 mins
    デウィ・レガニス フロスト・アンド・サリバン テレコムス & ペイメント 業界アナリスト
    2025年までに、ビジネスにおけるデジタル決済はどのように変わっているでしょうか。ビジネスと消費者セグメントでのシームレスで効果的な決済プロセスを作り上げようとしている決済業界の変化において、御社のビジネスはどのようにマネタイズするのでしょうか。

    多くの業界は、オートメーション化とデジタル化により、ビジネスのプロセスを簡素化し管理しやすくしようとしています。マニュアルのプロセスの電子化を促進するためのテクノロジーは、ビジネスのためのデジタル決済にも必要不可欠な原則です。しかし、アジア太平洋諸国のB2Bデジタル決済のテクノロジーはまだ創成期です。クレジットカードで簡単に決済を済ませる消費者が使うデジタル決済とは違い、大量のB2B決済が未だに紙とマニュアルのプロセスに依存しています。

    デジタル決済の未来は、業界の株主同士の協力により開発され、決済テクノロジーのアプリケーションとイノベーションによってもたらされます。ビジネスおよび消費者のデジタル決済は共に、混乱を最小限に抑えシームレスなプロセスであることが重要です。ハイパーレッジャーのフレームワークやオープンAPI、暗号化技術などの技術が融合することにより、企業および消費者は、ボーダーレスかつペーパーレスで、安心、安全なデジタル決済の時代へと進みます。

    主なポイント:
    • バーチャルアカウント、オンライン決済プラットフォーム、ブロックチェーンなどのビジネスのためのデジタル決済方法は、他の決済方法と比較して速く、そして安全かを絶えず評価されている。
    • デジタル決済の絶え間ない成長により、新規参入のフィンテック企業を含めたデジタル決済プロバイダーに、決済業界でのシェアを獲得するために多くの機会がもたらされている。
    • テクノロジーサービスの向上は必要不可欠であり、御社の戦略計画に組み込むべきである。
  • Leveraging Digital Transformation for Growth Recorded: Mar 11 2020 63 mins
    Ravi Krishnaswamy, Senior VP, Frost & Sullivan and Supratim Mukhopadhyay, Pre-Sales Director for Asia-Pacific, Hexagon PPM
    Digital transformation has redefined the way we do business. The industrial sector is not immune to this change. There is a fundamental shift that is happening in the way we deliver projects, operate, and utilize assets or create new revenue streams from traditional industries.

    Frost & Sullivan, The Growth Pipeline Company, surveyed 206 senior executives in Asia-Pacific to understand digital adoption in the oil & gas, mining, construction, chemicals, and energy & utility industries. The findings showed 43% of senior executives identified the main reason for digital adoption as reducing operating costs. Survey participants also felt that digital technologies helped in raising customer experience, delivering innovation, simplifying, automating, and providing real business intelligence to stay relevant and competitive.

    Join us on March 11, 2020, to uncover the latest executive research findings and hear from industry experts on how digital transformation is driving growth and competitive advantage in the process and engineering industries in Asia-Pacific.

    Find out:

    • What are the key digital trends in the region?
    • How can digital adoption help process and engineering industries overcome their challenges?
    • What are the top priorities of executives for digital adoption?
    • What key technologies should you invest in over the next 3-5 years?
    • What challenges should you anticipate and overcome during the digital transformation journey?
  • Prepare Your Business for the Workplace of 2025: Top Trends Impacting LATAM Recorded: Nov 20 2019 36 mins
    Sebastian Menutti Industry Principal, Connected Work, Frost & Sullivan
    How will you leverage the emerging growth opportunities generated by the immense change that workplaces are experiencing in Latin America? How do you remain a relevant market participant once your current workplace has become obsolete?

    Key Takeaways:

    • Discover how new styles, workers, and technologies will completely reshape where, when, and how people work. And what can your company do to stay ahead of the curve?
    • Find out about the substantial growth opportunities for companies and technology vendors.
    • Explore how collaborative solutions can spur your employee productivity and business agility.
  • How Mexico's Future is Linked to IoT Recorded: Jun 27 2019 24 mins
    Ignacio Perrone, Research Manager, Latin America, Digital Transformation, Frost & Sullivan
    The Internet of Things is one of the fastest growing technologies in Mexico. What are the drivers and restraints behind that trend? How are different verticals adopting IoT? What is the full revenue-generating potential of IoT in the country toward 2022? Finally, what do you need to start planning your IoT deployment?

    Key Takeaways:

    • Learn about the IoT opportunities today and in 2022
    • Identify the verticals that are adopting IoT the fastest
    • Discover the key steps to launch an IoT project
  • The Do’s and Don’ts of Employee Security Awareness Training Recorded: Jun 19 2019 61 mins
    Amy Baker, Proofpoint, Martin Dion, Kudelski Security, Omer Taran, CybeReady, Ulrich ten Eikelder, T-Systems
    Employee security awareness training has become vital for enterprises globally due to the rampant social engineering attacks to steal confidential enterprise data. Employees, once an additional avenue for cyberattacks, today constitute about 93% of attacks, according to Verizon’s DBIR. From fake General Data Protection Regulation (GDPR) privacy notices to large-scale social engineering attacks, cyber adversaries utilize every opportunity to plant malware to steal data or money.

    Ignoring the human factor in cybersecurity implementations can have disastrous consequences for enterprises. Security awareness training is imperative for all enterprises, especially in Europe. The GDPR that came into effect in May 2018 mandated enterprises to train employees on security best practices to prevent data leakage. At the same time, enterprises looking to secure their valuable data need to look beyond mandated training and implement solutions that genuinely prepare their employees to become the first line of defense.

    In this virtual roundtable, Frost & Sullivan’s European Cybersecurity team brings together security awareness training vendors and CISOs who understand the practical challenges and benefits of security awareness training. Gain valuable insights on strengthening the human layer as senior executives share their perspectives.

    Who Should Listen?
    • Enterprise Security Teams
    • CISOs
    • CTOs/CIOs

    Panelists
    • Amy Baker, VP of Marketing, Proofpoint Security Awareness Training
    • Martin Dion, Global Chief Information Security Officer and VP EMEA Services, Kudelski Security
    • Omer Taran, CTO, CybeReady
    • Ulrich ten Eikelder, Head of Chapter Information Security & Awareness, T-Systems
  • #Shift Happens: The Paradigm of Digital Industries and Growth Opportunities Recorded: Jan 30 2019 58 mins
    Ram Ramasamy, Industry Director, Automation and IIoT, Frost & Sullivan
    Today, industrial markets are reactive in approaches and digital transformation will help organizations become predictive and preventative. Organizations run the risk of becoming negative latency enterprises, which means customers will predict issues that will happen and prevent them from happening in the first place.

    Key Takeaways:

    • Learn about the significant industrial shifts and enabling technologies driving customer journeys
    • Engage internally and externally, as digital is not about technology implementation but change and culture management
    • Identify customer segments you need to target, based on their digital maturity
    • Discover digital growth opportunities
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  • Live at: Apr 29 2020 3:00 pm
  • Presented by: Frost & Sullivan’s Global Customer Experience Team
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