Smartphone devices have dramatically changed the way consumers consume data. The need to be connected anywhere and anytime is driving service providers to put focus into customer experience to grow customers, build loyalty and drive profits through new services. As a result, the expectations of service experience from the end-user are heightened and cannot be underestimated.
Service providers are under pressure to deliver customer experience that separates them from the competition, while at the same time trying to delicately balance their revenues and managing costs for near term gain and longer term success. In this paper, we outline the scale of issues faced in mobile device and service care that impacts both service providers and end-users beyond connectivity. With a broad range of services and wide variety of applications, the smartphone requires more complexity to handle a multitude of firmware and software configurations which legacy CRM systems are inadequate to deal with today’s customers.
Remote device support and service care is a key component to tackle the demands of escalating costs in customer care. Service providers are seeking integration onto backend systems without incurring heavy infrastructure changes and ensure the best fit into the existing operations through automated and proactive customer care mechanisms to ensure service excellence and thus prevent service quality degradation.
The document discusses the future of technical support as technology and the amount of information available grows increasingly complex. It notes that intelligent support systems that can diagnose and resolve issues automatically and proactively will be important to provide better customer experiences and reduce costs. The document also describes Troppus Software's Symbi platform, which uses semantic knowledge management and adaptive intelligence to provide automated support that is integrated with customer relationship systems.
Forrester Names Zendesk a 'Strong Performer' in Customer Service Solutions fo...David Martinez Calduch
The document summarizes Forrester's evaluation of 11 customer service solutions for midsize organizations. It provides an overview of the customer service solutions market and why delivering good customer service is important but challenging for organizations. It also describes Forrester's evaluation criteria and process for assessing the vendors. The key vendors meet Forrester's criteria of offering multifunctional customer service applications and omnichannel capabilities. The evaluation analyzed each vendor's current offering, strategy, and market presence to provide guidance to customer service professionals on selecting the right partner.
This document provides a segmentation of the mobile health market developed by bcc Consulting. It divides the market into four sections from inpatient to outpatient focused applications. The inpatient foundation includes rounding, orders, and notes. Other inpatient applications support staff like nurses and pharmacists. The overlap includes applications applicable to both inpatient and outpatient settings like charge capture and e-prescribing. The outpatient foundation encompasses scheduling, orders, notes, and results accessible outside the hospital. This segmentation aims to clearly organize the many mobile health solutions and companies.
1. The document discusses implementing an end-to-end ticketing system to track customer issues across multiple departments and systems. This allows for better communication with customers and coordinated internal problem solving.
2. Key benefits include preserving customer information during handoffs, minimizing repetition for customers, and providing a single place to store relevant troubleshooting data from different systems.
3. Implementing an end-to-end ticketing system requires understanding customer journeys, analyzing internal workflows, standardizing codes, integrating available customer and operational data, and unifying processes into a single ticketing platform.
Payers play a pivotal role in the adoption of EHRs and increasing healthcare interoperability. Payers are uniquely positioned to lead this transition given their comprehensive view of patient care and costs. Payers can leverage existing patient data and implement CRM systems to create consumer-centered strategies, consolidate information, and lay the foundation for greater collaboration within and between organizations. This will help put patients at the center of their own healthcare while accelerating the shift to an interoperable system.
Amid a drastically changed industry landscape characterized by choosier customers and tightening regulations, insurance companies are scrambling to sustain growth and profits.
The document discusses the ecosystem for data services in India. It notes that the ecosystem is more complex than for voice services, as it involves content owners, mobile application developers, and content aggregators in addition to service providers, technology providers, and handset manufacturers. The focus in data services is more on subscribers and providing them with enriching content and experiences, unlike voice where the focus is more on infrastructure. Successful portals that list mobile applications can benefit handset manufacturers, service providers, and developers by increasing revenue share and stickiness to their platforms.
Quality of Experience in a Digital World: A CSP Action Plan for Millennials a...Cognizant
Customers of communications service providers want easier to use digital channels, proactive and personalized offerings, and the ability to bring connected technologies to life, our latest research reveals.
The document discusses the future of technical support as technology and the amount of information available grows increasingly complex. It notes that intelligent support systems that can diagnose and resolve issues automatically and proactively will be important to provide better customer experiences and reduce costs. The document also describes Troppus Software's Symbi platform, which uses semantic knowledge management and adaptive intelligence to provide automated support that is integrated with customer relationship systems.
Forrester Names Zendesk a 'Strong Performer' in Customer Service Solutions fo...David Martinez Calduch
The document summarizes Forrester's evaluation of 11 customer service solutions for midsize organizations. It provides an overview of the customer service solutions market and why delivering good customer service is important but challenging for organizations. It also describes Forrester's evaluation criteria and process for assessing the vendors. The key vendors meet Forrester's criteria of offering multifunctional customer service applications and omnichannel capabilities. The evaluation analyzed each vendor's current offering, strategy, and market presence to provide guidance to customer service professionals on selecting the right partner.
This document provides a segmentation of the mobile health market developed by bcc Consulting. It divides the market into four sections from inpatient to outpatient focused applications. The inpatient foundation includes rounding, orders, and notes. Other inpatient applications support staff like nurses and pharmacists. The overlap includes applications applicable to both inpatient and outpatient settings like charge capture and e-prescribing. The outpatient foundation encompasses scheduling, orders, notes, and results accessible outside the hospital. This segmentation aims to clearly organize the many mobile health solutions and companies.
1. The document discusses implementing an end-to-end ticketing system to track customer issues across multiple departments and systems. This allows for better communication with customers and coordinated internal problem solving.
2. Key benefits include preserving customer information during handoffs, minimizing repetition for customers, and providing a single place to store relevant troubleshooting data from different systems.
3. Implementing an end-to-end ticketing system requires understanding customer journeys, analyzing internal workflows, standardizing codes, integrating available customer and operational data, and unifying processes into a single ticketing platform.
Payers play a pivotal role in the adoption of EHRs and increasing healthcare interoperability. Payers are uniquely positioned to lead this transition given their comprehensive view of patient care and costs. Payers can leverage existing patient data and implement CRM systems to create consumer-centered strategies, consolidate information, and lay the foundation for greater collaboration within and between organizations. This will help put patients at the center of their own healthcare while accelerating the shift to an interoperable system.
Amid a drastically changed industry landscape characterized by choosier customers and tightening regulations, insurance companies are scrambling to sustain growth and profits.
The document discusses the ecosystem for data services in India. It notes that the ecosystem is more complex than for voice services, as it involves content owners, mobile application developers, and content aggregators in addition to service providers, technology providers, and handset manufacturers. The focus in data services is more on subscribers and providing them with enriching content and experiences, unlike voice where the focus is more on infrastructure. Successful portals that list mobile applications can benefit handset manufacturers, service providers, and developers by increasing revenue share and stickiness to their platforms.
Quality of Experience in a Digital World: A CSP Action Plan for Millennials a...Cognizant
Customers of communications service providers want easier to use digital channels, proactive and personalized offerings, and the ability to bring connected technologies to life, our latest research reveals.
This document discusses the top 5 challenges facing the healthcare industry in 2015. They are: 1) Reining in costs while improving care. Initiatives like ACOs, telehealth, and bundled payments face implementation challenges. 2) Keeping up with ongoing policy shifts as key provisions of the ACA remain unresolved and face legal challenges. 3) Health plans needing to capitalize on new opportunities in a consumer-centric market by improving customer service and updating legacy IT systems.
UK COMMUNICATIONS PROVIDER CONSUMER SWITCHING EXPERIENCE REPORT 2015Homestars
The research examined these experiences at various key stages in the switching journey, covering initial engagement with the market, assessment of switching options, decision-making on whether to switch or not, and completion among those who decided to switch. The research investigated consumer experiences at these stages in the pay TV, fixed landline, fixed broadband and mobile markets, with a particular focus on . . .
Notes: The research investigated consumer experiences at these stages in the pay TV, fixed landline, fixed broadband and mobile markets, with a particular focus on . . .
With subsidy pressures on MNOs becoming unbearable, Cartesian believes players in this space should carefully evaluate alternative device leasing and financing options.
Enhancing the Utility Customer Experience: A Digital FrameworkCognizant
The document discusses frameworks for utilities to enhance their digital customer experience. It outlines the customer lifecycle and key stages (pre-enrollment, enrollment, post-enrollment, after-sales service). It then provides a framework for utilities to assess their digital customer experience maturity across elements like omnichannel experience, social media integration, and digital operations. The document emphasizes the importance of understanding customers, integrating channels, and using data and new technologies to improve operational efficiency and the customer experience.
Customer centric digital platform for utilities: Process to valueCapgemini
New digital technologies like smart metering and smart
homes, together with the rise of mobile connectivity and
social media, are playing a major role in transforming
how utilities and customers interact
This document discusses multi-channel service delivery and how organizations can provide customer service through various channels. It finds that while the contact center remains an important channel, customers are increasingly using digital channels like email, websites, chat, and social media for service requests and resolutions. The best-performing organizations empower agents with real-time customer information across channels and educate customers about self-service options. To succeed, companies must support customers through their preferred channels in a cost-effective way.
Customer loyalty in telecom operators comarchComarchServices
This document discusses customer loyalty challenges facing telecom operators and how Comarch Loyalty Management can help address these challenges. It notes that telecom operators face high customer churn rates due to similar service offerings and lack of loyalty. Comarch Loyalty Management allows operators to better segment customers, design targeted promotions, measure program performance through dashboards, and improve the customer experience through personalized communication and rewards. The solution helps operators increase customer loyalty and lifetime value.
A leading health insurance provider worked with Technosoft to analyze and improve its Interactive Voice Response (IVR) system. Technosoft used a 4-stage approach involving data collection, application analysis, benchmarking, and recommendations. This identified ways to optimize the IVR menu, increase self-service capabilities, and reduce call times. Implementing Technosoft's suggestions improved customer satisfaction by enhancing the user experience and lowering average call durations by up to 50%.
25 Ways the Consumer Data Right Can Create Smoother and Smarter Customer Expe...PemaDoma1
This document outlines 25 potential use cases for how organizations can use consumer data accessed through Australia's Consumer Data Right (CDR) framework, also known as Open Banking. It discusses how the CDR allows consumers to share their personal data with trusted organizations. This drives innovation and competition by allowing recipient organizations to incorporate consumer, product, account, and transaction data into their own product and service offerings. The document then categorizes 25 specific use cases into two categories: "Smoother" use cases that improve customer experiences through automation and streamlining, and "Smarter" use cases that enable personalization and improved predictions. Each use case is described in 1-2 sentences to illustrate how organizations can leverage CDR data to benefit both customers
BTO BSM for Wholesale Banking circa 2006djasso7494
The document summarizes an HP Business Service Management solution for wholesale payments that helps address challenges facing wholesale banking executives. The solution provides visibility into payment processes, enables customer self-service, improves operational efficiency, and reduces operational risk. It also lays the foundation for long-term transformation towards an enterprise payments strategy. The solution monitors business processes and underlying IT infrastructure from a single console.
analytic-strategies-for-the-customer-centric-utility-105343Bas Van Dorst
The document discusses strategies for utilities to become more customer-centric. It outlines that utilities need to break down silos between business units, upgrade outdated IT systems, and create a unified customer view. This will allow utilities to better understand customer behaviors and optimize marketing efforts. It also emphasizes that a customer-centric approach can help utilities find new revenue opportunities through customized programs and services.
This document discusses how internet banking capabilities have evolved over time to meet growing customer demands. It outlines several capabilities that customers now expect from internet banking, including mobile functionality, online account opening, enhanced alerts, and personal financial management tools. The document also provides guidance for financial institutions on choosing the right outsourced internet banking solution, emphasizing criteria like system reliability, breadth of features, seamless integration, security capabilities, and pricing models. It highlights how upgrading outdated solutions allows institutions to better retain customers and compete against larger banks.
Interactive Voice Response and Agent Performance MeasurementKevin L
This document discusses the need for a solution that can measure customer interactions from start to finish, including their experience navigating the IVR and speaking to an agent. Currently, most call centers only have visibility into what happens once a customer reaches an agent. The document proposes a new solution that can capture and interpret every step in the IVR as well as the agent call to provide a complete view of the customer service experience. This combined IVR and call recording approach would help call centers identify issues, improve customer retention and increase sales.
Customer expectations and service channel advancement has been keeping pace with each other. With Customers doing more with their mobile devices and engaging for a quick resolution through peer-to-peer interaction, organizations have another channel to Get Closer to their Customer.
Linking quality, satisfaction and behaviour intentions in ghana’s mobile tele...Alexander Decker
This document discusses a study that examines the relationships between service quality, customer satisfaction, and behavioral intentions in Ghana's mobile telecommunications industry. Specifically, it aims to determine how different aspects of service quality (customer relations, tangibles, image quality, and real network quality) impact customer satisfaction, and how satisfaction then impacts behavioral intentions. The study is based on a survey of 1000 mobile phone users in Ghana and uses structural equation modeling to analyze the relationships. The findings indicate that the four aspects of service quality all have a positive influence on customer satisfaction, which then positively impacts behavioral intentions. The study contributes to understanding these relationships in the context of Ghana's mobile industry.
Choose Quality With Cost Justification Articledrottmayer
This document discusses the importance of investing in network quality for telecommunications companies expanding into Africa. It notes that while upfront costs are higher, focusing on quality will maximize return on investment through increased revenue, lower operating costs, and longer network lifespan. It provides examples of African mobile operators being fined for poor service quality and discusses the network challenges carriers face in optimizing quality across cellular, broadband, fixed line and outside plant infrastructure. The document advocates for carriers to prioritize quality over short-term cost cutting to improve customer satisfaction, reduce subscriber churn, and increase revenue potential through new subscribers and upselling of services.
The document discusses the importance of customer centricity in the insurance industry. It notes that digital technologies have disrupted the industry by commoditizing offerings and shifting competition to customer loyalty. To build long-term relationships, insurers need to leverage digital technologies to create customer-centric experiences that educate and empower customers. Some key challenges for insurers include delivering consistent user experiences across channels, managing customer data, and providing omni-channel experiences. Adopting technologies like analytics, social media, and mobile can help insurers address these challenges and create value through improved customer service.
Este documento proporciona información de actualización personal para Angela Consuelo Vargas Patino, incluyendo su dirección de correo electrónico, formato de correo preferido, ciudad y país. También incluye detalles sobre sus estudios en Tecnología en Logística en la Universidad Minuto de Dios y lista varios foros propuestos por el docente para discutir temas del curso.
This document is a commercial/retail/industrial insurance policy underwritten by QBE Insurance Australia Limited. It contains general information about the policy, details of the policy terms and conditions, and outlines the various cover sections included in the policy such as business property, business interruption, theft, money, machinery, public and products liability, glass and others. The policy is a legal contract between the insured and the insurer and must be read in full to understand the details of coverage provided.
The document provides details of Tarleton Aeronautical Team's preliminary design review for their student launch vehicle and payload for the 2012-2013 USLI competition. Their payload will include sensors to gather atmospheric data, a GPS system, a wireless transmitter, an autonomous camera orientation system, a video camera, an LCD display, and an official scoring altimeter. One of the strengths of their design is the original autonomous camera system. Their vehicle will use commercially available motors and deploy parachutes for recovery. Extensive testing and simulation have been done to validate the design and ensure a safe and successful mission.
This document discusses the top 5 challenges facing the healthcare industry in 2015. They are: 1) Reining in costs while improving care. Initiatives like ACOs, telehealth, and bundled payments face implementation challenges. 2) Keeping up with ongoing policy shifts as key provisions of the ACA remain unresolved and face legal challenges. 3) Health plans needing to capitalize on new opportunities in a consumer-centric market by improving customer service and updating legacy IT systems.
UK COMMUNICATIONS PROVIDER CONSUMER SWITCHING EXPERIENCE REPORT 2015Homestars
The research examined these experiences at various key stages in the switching journey, covering initial engagement with the market, assessment of switching options, decision-making on whether to switch or not, and completion among those who decided to switch. The research investigated consumer experiences at these stages in the pay TV, fixed landline, fixed broadband and mobile markets, with a particular focus on . . .
Notes: The research investigated consumer experiences at these stages in the pay TV, fixed landline, fixed broadband and mobile markets, with a particular focus on . . .
With subsidy pressures on MNOs becoming unbearable, Cartesian believes players in this space should carefully evaluate alternative device leasing and financing options.
Enhancing the Utility Customer Experience: A Digital FrameworkCognizant
The document discusses frameworks for utilities to enhance their digital customer experience. It outlines the customer lifecycle and key stages (pre-enrollment, enrollment, post-enrollment, after-sales service). It then provides a framework for utilities to assess their digital customer experience maturity across elements like omnichannel experience, social media integration, and digital operations. The document emphasizes the importance of understanding customers, integrating channels, and using data and new technologies to improve operational efficiency and the customer experience.
Customer centric digital platform for utilities: Process to valueCapgemini
New digital technologies like smart metering and smart
homes, together with the rise of mobile connectivity and
social media, are playing a major role in transforming
how utilities and customers interact
This document discusses multi-channel service delivery and how organizations can provide customer service through various channels. It finds that while the contact center remains an important channel, customers are increasingly using digital channels like email, websites, chat, and social media for service requests and resolutions. The best-performing organizations empower agents with real-time customer information across channels and educate customers about self-service options. To succeed, companies must support customers through their preferred channels in a cost-effective way.
Customer loyalty in telecom operators comarchComarchServices
This document discusses customer loyalty challenges facing telecom operators and how Comarch Loyalty Management can help address these challenges. It notes that telecom operators face high customer churn rates due to similar service offerings and lack of loyalty. Comarch Loyalty Management allows operators to better segment customers, design targeted promotions, measure program performance through dashboards, and improve the customer experience through personalized communication and rewards. The solution helps operators increase customer loyalty and lifetime value.
A leading health insurance provider worked with Technosoft to analyze and improve its Interactive Voice Response (IVR) system. Technosoft used a 4-stage approach involving data collection, application analysis, benchmarking, and recommendations. This identified ways to optimize the IVR menu, increase self-service capabilities, and reduce call times. Implementing Technosoft's suggestions improved customer satisfaction by enhancing the user experience and lowering average call durations by up to 50%.
25 Ways the Consumer Data Right Can Create Smoother and Smarter Customer Expe...PemaDoma1
This document outlines 25 potential use cases for how organizations can use consumer data accessed through Australia's Consumer Data Right (CDR) framework, also known as Open Banking. It discusses how the CDR allows consumers to share their personal data with trusted organizations. This drives innovation and competition by allowing recipient organizations to incorporate consumer, product, account, and transaction data into their own product and service offerings. The document then categorizes 25 specific use cases into two categories: "Smoother" use cases that improve customer experiences through automation and streamlining, and "Smarter" use cases that enable personalization and improved predictions. Each use case is described in 1-2 sentences to illustrate how organizations can leverage CDR data to benefit both customers
BTO BSM for Wholesale Banking circa 2006djasso7494
The document summarizes an HP Business Service Management solution for wholesale payments that helps address challenges facing wholesale banking executives. The solution provides visibility into payment processes, enables customer self-service, improves operational efficiency, and reduces operational risk. It also lays the foundation for long-term transformation towards an enterprise payments strategy. The solution monitors business processes and underlying IT infrastructure from a single console.
analytic-strategies-for-the-customer-centric-utility-105343Bas Van Dorst
The document discusses strategies for utilities to become more customer-centric. It outlines that utilities need to break down silos between business units, upgrade outdated IT systems, and create a unified customer view. This will allow utilities to better understand customer behaviors and optimize marketing efforts. It also emphasizes that a customer-centric approach can help utilities find new revenue opportunities through customized programs and services.
This document discusses how internet banking capabilities have evolved over time to meet growing customer demands. It outlines several capabilities that customers now expect from internet banking, including mobile functionality, online account opening, enhanced alerts, and personal financial management tools. The document also provides guidance for financial institutions on choosing the right outsourced internet banking solution, emphasizing criteria like system reliability, breadth of features, seamless integration, security capabilities, and pricing models. It highlights how upgrading outdated solutions allows institutions to better retain customers and compete against larger banks.
Interactive Voice Response and Agent Performance MeasurementKevin L
This document discusses the need for a solution that can measure customer interactions from start to finish, including their experience navigating the IVR and speaking to an agent. Currently, most call centers only have visibility into what happens once a customer reaches an agent. The document proposes a new solution that can capture and interpret every step in the IVR as well as the agent call to provide a complete view of the customer service experience. This combined IVR and call recording approach would help call centers identify issues, improve customer retention and increase sales.
Customer expectations and service channel advancement has been keeping pace with each other. With Customers doing more with their mobile devices and engaging for a quick resolution through peer-to-peer interaction, organizations have another channel to Get Closer to their Customer.
Linking quality, satisfaction and behaviour intentions in ghana’s mobile tele...Alexander Decker
This document discusses a study that examines the relationships between service quality, customer satisfaction, and behavioral intentions in Ghana's mobile telecommunications industry. Specifically, it aims to determine how different aspects of service quality (customer relations, tangibles, image quality, and real network quality) impact customer satisfaction, and how satisfaction then impacts behavioral intentions. The study is based on a survey of 1000 mobile phone users in Ghana and uses structural equation modeling to analyze the relationships. The findings indicate that the four aspects of service quality all have a positive influence on customer satisfaction, which then positively impacts behavioral intentions. The study contributes to understanding these relationships in the context of Ghana's mobile industry.
Choose Quality With Cost Justification Articledrottmayer
This document discusses the importance of investing in network quality for telecommunications companies expanding into Africa. It notes that while upfront costs are higher, focusing on quality will maximize return on investment through increased revenue, lower operating costs, and longer network lifespan. It provides examples of African mobile operators being fined for poor service quality and discusses the network challenges carriers face in optimizing quality across cellular, broadband, fixed line and outside plant infrastructure. The document advocates for carriers to prioritize quality over short-term cost cutting to improve customer satisfaction, reduce subscriber churn, and increase revenue potential through new subscribers and upselling of services.
The document discusses the importance of customer centricity in the insurance industry. It notes that digital technologies have disrupted the industry by commoditizing offerings and shifting competition to customer loyalty. To build long-term relationships, insurers need to leverage digital technologies to create customer-centric experiences that educate and empower customers. Some key challenges for insurers include delivering consistent user experiences across channels, managing customer data, and providing omni-channel experiences. Adopting technologies like analytics, social media, and mobile can help insurers address these challenges and create value through improved customer service.
Este documento proporciona información de actualización personal para Angela Consuelo Vargas Patino, incluyendo su dirección de correo electrónico, formato de correo preferido, ciudad y país. También incluye detalles sobre sus estudios en Tecnología en Logística en la Universidad Minuto de Dios y lista varios foros propuestos por el docente para discutir temas del curso.
This document is a commercial/retail/industrial insurance policy underwritten by QBE Insurance Australia Limited. It contains general information about the policy, details of the policy terms and conditions, and outlines the various cover sections included in the policy such as business property, business interruption, theft, money, machinery, public and products liability, glass and others. The policy is a legal contract between the insured and the insurer and must be read in full to understand the details of coverage provided.
The document provides details of Tarleton Aeronautical Team's preliminary design review for their student launch vehicle and payload for the 2012-2013 USLI competition. Their payload will include sensors to gather atmospheric data, a GPS system, a wireless transmitter, an autonomous camera orientation system, a video camera, an LCD display, and an official scoring altimeter. One of the strengths of their design is the original autonomous camera system. Their vehicle will use commercially available motors and deploy parachutes for recovery. Extensive testing and simulation have been done to validate the design and ensure a safe and successful mission.
El documento describe varios lugares turísticos en la provincia de Mendoza, Argentina. Las Termas de Cacheuta se encuentran a 38 km de la ciudad de Mendoza y tienen piscinas de diferentes temperaturas rodeadas de montañas y vegetación. El Manzano Histórico está a 40 km de Tunuyán y cuenta con camping y servicios, y recibe su nombre de un árbol histórico donde se encontraron el general Martín y el coronel Olazabal. El Cerro de la Gloria en Mendoza tiene en su cima el Monumento Nacional al Ejérc
This document discusses several endangered animal species including the black rhino, African elephant, Asian elephant, cheetah, panda, and grizzly bear. It provides information on why these species are endangered, such as the African elephant being killed for its ivory tusks. The document was presented as a lesson about endangered animals.
The document discusses email classification and summarization techniques used by Email.cz. It details their processes for analyzing spam sources like content, metadata, and blacklists. It also discusses challenges with "graymail" and techniques like natural language processing, support vector machines, image analysis using deep learning models, and decision trees for categorizing email topics in multiple languages. Distributed learning approaches are used to speed up image classification.
Este documento presenta un cronograma de evaluación para la unidad curricular de Pedagogía Aplicada a la Actividad Física y el Deporte en el segundo y tercer semestre. Describe los bloques temáticos a evaluar, las estrategias y técnicas de evaluación, los instrumentos de evaluación, las fechas de evaluación y la ponderación de cada bloque.
El documento describe el uso del software CATIA para el diseño y fabricación de utillaje para la producción de grifería sanitaria mediante el proceso de forjado. CATIA permite realizar el diseño asistido por computadora (CAD), la fabricación asistida por computadora (CAM) y el análisis de ingeniería (CAE) de un producto. Se detallan las fases del desarrollo de productos con CATIA, incluido el diseño, modelado, análisis de materiales, simulación de mecanizado y generación de código para la fabric
Toteutimme elokuussa 2015 Mothers in Businessin Facebook-ryhmässä kyselyn perheen ja työelämän yhdistämisestä sekä tasa-arvoasioista. Saimme 147 mahtavaa vastausta, joihin oli annettu paljon ajatusta. Tässä tiivistelmä kyselyn tuloksista. Hyödynnämme vastauksia tulevaisuudessa sekä sidosryhmätoiminnassa että tapahtumien suunnittelussa.
Este documento presenta una lista de los nombres tradicionales de las katas de karate estilo Shotokan, junto con sus significados. La mayoría de los nombres se refieren a conceptos de paz mental, control del cuerpo, y técnicas de combate simbolizadas por animales como el caballo, la grulla y la golondrina. Algunas katas llevan el nombre de lugares como templos.
GrabCAD CrowdSourcing in Design and EngineeringHardi Meybaum
The document discusses crowd-sourcing and its use in engineering. It defines crowd-sourcing as outsourcing tasks to a group or community through an open call. The document outlines how crowd-sourcing has been used successfully in other industries like design and provides examples of engineering-focused crowd-sourcing platforms. It also discusses best practices for companies using crowd-sourcing, including treating engineers with respect and clearly defining expectations. The future of crowd-sourcing in engineering is seen as positive if quality is maintained and engineers are respected.
Este documento describe un proyecto educativo llamado "Formación de un pensamiento Ambientalmente Responsable" que busca desarrollar competencias científicas y cambios de actitud ambiental a través de procesos productivos relacionados con el girasol y el desarrollo de una flor robótica. El proyecto, llevado a cabo entre 2000-2011, involucró a 600 estudiantes y padres de familia a través de actividades como experimentación, análisis de datos, elaboración de productos y una flor robótica programable. Los resultados
The Centro Territorial de Innovación y Formación Madrid-Oeste was created to carry out teacher professional development activities approved by the Regional Ministry of Education. It coordinates and manages development programs for in-service teachers in state and state-funded schools located in the regional area. Key functions include detecting training needs, advising schools, and promoting teaching innovation. In the 2014-2015 academic year, the Centre organized 275 development activities attended by over 3,000 teachers, including courses, seminars, and work groups.
HL7 International es una organización sin fines de lucro fundada en 1987 que desarrolla estándares globales para lograr la interoperabilidad de sistemas de información en el área de la salud en los dominios clínico, asistencial, administrativo y logístico. Opera a nivel internacional y está acreditada por ANSI desde 1994.
You have a professional obligation to protect your client’s confidential information. An obligation that has taken on new dimensions in the digital age. Expanding your technological know-how will help take the fear out of digital practice and help you maintain competency (now required by Rule 1.1).
While there is still no requirement to encrypt all client communications, it nonetheless remains the best way to protect sensitive client data, and should be used in certain circumstances.
This session will demonstrate how to encrypt sensitive client data using simple and practical tips and tools. You’ll learn,
- What systems and information should be encrypted
- How to encrypt hard drives, documents, emails, and mobile devices
- Tips to make encryption easy for both attorney and client
Presentation held by Mr. Irakli Gvenetadze, Chairman at Data Exchange Agency, within the Regional Workshop on Georgia's anti-corruption and public service delivery reforms (22-24 September 2011).
El documento contiene 4 poemas cortos. El primero describe encontrar una paloma moribunda que apenas podía mover sus ojos. El segundo habla sobre encontrar un cachorro abandonado y llevarlo a casa. El tercero expresa el amor por la música. Y el cuarto celebra la belleza de la naturaleza pero reconoce que algún día desaparecerá.
Este documento describe un estudio realizado sobre el espíritu emprendedor en los programas académicos de la Facultad de Ciencias Económicas y Empresariales de la Universidad Santiago de Cali entre 1999 y 2005. El objetivo general fue evidenciar el espíritu emprendedor en la creación de empresas de los egresados. Los resultados mostraron que solo una pequeña proporción de egresados habían creado empresas y que los programas carecían de estrategias para la formación emprendedora. Se recomienda reformar los currículos
Promesa de enajenación de inmuebles a plazo New 16111987
Ahora la compraventa definitiva en Uruguay no requiere de documento privado!!, los costos se reducen a la certificación de firma e inscripción en el registro.
more in www.maruszwedowski.wordpress.com
Help Desk 2.0 : How You Can Empower A Paradigm Shift In Customer CareGreen Packet
Worldwide, across industries, customer care is one of the top concerns. In the telecoms sector, next to network quality, customer service is rapidly becoming a key success factor to ensure best-in-class service. In spite of its importance, operators continue to care for their customers through legacy CRM systems, which are inadequate in meeting the demands of today’s customers.
Operators need a paradigm shift in their style of customer care to protect the interest of both subscribers and the operator themselves.
This paper (part 1 of a 3-paper series) introduces Help Desk 2.0, the next generation help desk system that revolutionizes current practices through automated and proactive customer care mechanisms to ensure service excellence, enhanced top line and sustained bottom line. In the upcoming paper, we will focus on the business advantage of employing Help Desk 2.0 focusing on cost control, revenue enhancement and retention. This will be followed by a technical interworking paper, centered on how to implement Help Desk 2.0.
Transforming Customer Engagement in UtilitiesRNayak3
Most utilities don't have to compete to gain and keep their customers, each utility company must design a customer engagement model that works best for it
Airtel developed a customer relationship model based on its global CRM project experiences. The model shows that strengthening customer relationships through relationship-building tactics leads to strong customer loyalty, profitability, and retention over time. Airtel measures these relationship-building tactics and outcomes continuously to ensure its business case requirements are achieved.
Data Mining on Customer Churn ClassificationKaushik Rajan
Implemented multiple classifiers to classify if a customer will leave or stay with the company based on multiple independent variables.
Tools used:
> RStudio for Exploratory data analysis, Data Pre-processing and building the models
> Tableau and RStudio for Visualization
> LATEX for documentation
Machine learning models used:
> Random Forest
> C5.0
> Decision tree
> Neural Network
> K-Nearest Neighbour
> Naive Bayes
> Support Vector Machine
Methodology: CRISP-DM
Customer churn classification using machine learning techniquesSindhujanDhayalan
Advanced data mining project on classifying customer churn by
using machine learning algorithms such as random forest,
C5.0, Decision tree, KNN, ANN, and SVM. CRISP-DM approach was followed for developing the project. Accuracy rate, Error rate, Precision, Recall, F1 and ROC curve was generated using R programming and the efficient model was found comparing these values.
Digital Connections Management -NA.PDFMike Malloni
Utilities need a digital solution to reduce the cost and time of managing electrical work requests while improving the customer experience. Capgemini's Digital Connections Management solution allows utilities to digitize their connections management processes using Salesforce. This provides benefits like faster response times, improved efficiency, enabling future technologies, and helping utilities transition to a more customer-centric model. The solution offers utilities a flexible and scalable way to start their digital transformation journey.
Pinnacle digital advisors -How U.S.Telecoms Can More Effectively Convert Data...sangeetk072
Pinnacle Digital Products ,Pinnacle digital advisors,,Pinnacle digital is the leading provider of next generation network and customer analytics solutions
http://pinnacledigital.in/index.html
Discover more on Digital transformation In Utilities : https://www.wns.com/Portals/0/FSx/Documents/Articles/PDFFiles/600/228/The-Digital-Push-to-Enhance-Customer-Experience-in-Utilities-Article-Dec-2019.pdf
Analytics Center of Excellence | Data CoE |Analytics CoE| WNS TriangeRNayak3
WNS Triange, the data CoE and analytics CoE brings together domain experience, delivery capabilities, functional and technology best practices to help achieve excellence.
Companies can improve customer retention rates by addressing the root causes of customer attrition through a strategic approach. This involves applying targeted retention strategies across all customer touchpoints in a coordinated effort. The document discusses establishing a "Churn Command Center" to oversee retention efforts across the organization. It also emphasizes the importance of customer analytics to understand why customers churn and tailor retention offers, as well as testing offers across channels to maximize effectiveness and minimize risks. Leading companies see reductions in churn of 10-50% through these integrated, data-driven approaches.
Complaints Management: Integrating and Automating the ProcessCognizant
Manufacturers of medical devices are highly regulated and serve various types of customers. Today, these companies can take advantage of a cloud-based, integrated platform, Cognizant's MedVantage(TM), to manage and resolve customer complaints and connect with them throughout the complaints-management life cycle.
Control of energy bills helps increase the visibility of overall usage and fees that can be used to boost cost-effectiveness and sustainability.
This task is often handled in-house manually , which makes it very labor intensive and time consuming. Collecting and standardizing data, entering in into a database, and analyzing data to find improvements becomes a process of time management.
The document discusses a case study report on churn analysis for a telecom service provider. It outlines the business scenario of a telecom provider losing customers and profitability with average churn rates of 8%, 12%, and 15% over three quarters. The solution proposed uses advanced modeling techniques like neural networks and logistic regression to construct a model that scores each customer's probability of churn. The model helps identify high-value customers likely to churn and informs the provider's retention strategy.
The Case for Mobility: How New-Age Utilities Can Energize Operations and Boos...Cognizant
For utilities feeling the pinch, mobility offers a vast array of potential increased efficiencies and customer service activities. We outline a multi-stage path to become a mobility-enabled utility enterprise.
This document discusses the need for insurance companies to modernize their legacy IT systems. It notes that insurers' core systems like policy administration and claims processing rely on aging mainframe technologies that are expensive to maintain and limit the companies' ability to innovate and provide customer-centric services. The risks of not modernizing include higher costs, lost market share, and inability to meet rising customer expectations for real-time digital services. While modernization projects are challenging, the benefits include reduced costs, increased revenue through better products and analytics, and reduced strategic and compliance risks. The document examines the barriers insurers face and how to mitigate risks to successfully modernize legacy systems.
The document discusses challenges facing insurance carriers in improving claims operations, including declining revenues, increased competition, and changing customer behaviors. It suggests that carriers can address these challenges by targeting high-volume, low premium policies without compromising claims service through various means, such as using technology to lower costs while improving customer satisfaction and retention. Emerging markets present additional unique challenges for claims processing that some carriers are addressing by automating processes and leveraging new technologies without legacy system constraints.
This paper describes those particular factors that really drive the QOS (Quality of Service) as perceived by the customer. The paper argues that 'soft services' are the real and actual features of a business service that customers really value and not the 'hard' service as usually imagined and focused upon by the provider of the service. So for example, when giving their opinion of a Telecoms provider, people will make their judgement upon how their account queries are handled - in place of the actual quality of the telephone line service. Therefore to succeed service providers need to identify the true 'soft service' elements of what they do and improve them, or find new ones the customers really want. Originally published in 2009, written by Dave Amos.
International Journal of Engineering Research and Applications (IJERA) is an open access online peer reviewed international journal that publishes research and review articles in the fields of Computer Science, Neural Networks, Electrical Engineering, Software Engineering, Information Technology, Mechanical Engineering, Chemical Engineering, Plastic Engineering, Food Technology, Textile Engineering, Nano Technology & science, Power Electronics, Electronics & Communication Engineering, Computational mathematics, Image processing, Civil Engineering, Structural Engineering, Environmental Engineering, VLSI Testing & Low Power VLSI Design etc.
Why companies should care about e-care, Digital customer service is now a strategic imperative, but its adoption is hampered by weaknesses in delivery strategies and incomplete measurement of its effectiveness
Similar to Self Service Customer Care For Next Generation Networks (20)
Green Packet Berhad Enters Collaboration with Hannover Rueck to Launch Usage ...Green Packet
We are proud to announce the signature of a Memorandum of Understanding between Green Packet Berhad and Hannover Rueck. The partnership will aim to leverage the information from telematics data to recommend customized insurance programs to commercial fleets. This collaboration is part of the Green Packet’s Smart Mobility strategic initiative to improve the convenience and safety of Malaysian road users.
1) P1 is Malaysia's first and leading WiMAX operator that chose Green Packet's WiMAX solutions to provide high quality wireless broadband services and enhance the user experience.
2) Green Packet's solutions helped P1 retain its position as the leading WiMAX operator in Malaysia through award-winning modems, unified connection management, and over-the-air updates that reduced complaints.
3) Green Packet also supported P1's sales growth through a coverage map solution that dynamically shared coverage information with subscribers and resellers.
This document discusses Wi-Fi offload strategies for mobile carriers. It outlines a 3 step approach: 1) View Wi-Fi offload as a long term strategy for incremental returns rather than just short term cost savings. 2) Scale carrier Wi-Fi networks and shape user behavior to drive more usage. 3) Consider the implications of Wi-Fi for mobility and roaming. It also discusses the need to harmonize Wi-Fi and mobile networks to provide a seamless experience, and factors influencing whether simply providing ubiquitous Wi-Fi access is sufficient.
This whitepaper discusses the next decade for WiMAX technology. It summarizes that WiMAX has evolved through several releases to support increased mobility and integration with LTE. While LTE deployment has increased, WiMAX still has applications in fixed wireless, rural broadband, and vertical industries. The whitepaper outlines ITU's vision for 4G networks, including seamless handovers between different wireless technologies to provide "always best connected" service to users across various network layers from personal to cellular networks.
WiFi Offload Strategy for Telcos-OperatorsGreen Packet
Given the increase in the number of permutations of device and content available out there, a move towards web-based cloud solutions will inevitably form the need for more mobility and efficiency in delivery. This paper will discuss the implications of the emergence of multifunction, multi-radio systems and multiplatform application and services that are driving forward seamless mobility in the pretext of “now” that allows users to transparently access network connections and ensure session persistence across varied connections for consistent experience together.
The document discusses how carriers can change their mobile broadband strategies to better address challenges from increasing data usage and over-the-top players. It recommends that carriers gain a deeper understanding of how customers use their smartphones and data to help differentiate services and optimize networks. Carriers should also explore managed service models to partner with third-party content and app providers to stimulate mobile data usage rather than trying to be direct content providers themselves. Implementing end-to-end policy control and quality of service management can help carriers enable popular apps and deliver new service offerings.
The ability to use voice, mobile apps, SMS, email, websites, chat, video, and social media through a single device is forcing operators to rethink their mobile strategies in the form of offload. With the increased data usage, operator networks become increasingly congested. As such, a smart and dynamic connected interaction is necessary to allow better traffic management with particular capabilities of the device with which it is characterized.
In this paper, we will examine how dynamic data offloading with 3GPP based Access Network Discovery Selection Function (ANDSF) plays its role in the implementation of selective offloading. ANDSF as specified in 3GPP standards describes how the inter-system mobility between 3GPP systems and non-3GPP systems (WLAN, WiMAX, CDMA) policies and priorities can control the conditions for which a device connects to which wireless network. As mobility is becoming a mainstream for customer engagement, operators must ensure contextual continuity is preserved through an integrated approach.
This document discusses direct internet offload as a way for mobile carriers to offload data traffic from their cellular networks onto Wi-Fi networks. It describes direct internet offload as allowing data traffic to bypass the carrier's core network and be passed directly to the internet. The document discusses stakeholders in offload strategies and how understanding user behavior can help carriers implement offload. It also provides recommendations for carriers to start direct internet offload, such as building out their own carrier Wi-Fi networks or partnering with Wi-Fi aggregators.
Data offload survival guide, a phased approach – simple offload for phase 1Green Packet
This document discusses data offloading and a phased approach using simple offloading in phase 1. It notes that mobile data traffic is growing much faster than revenues, and that offloading to WiFi can help address this issue. The document recommends starting with simple offloading to any available WiFi network as phase 1, before implementing more advanced offloading strategies. It also discusses challenges carriers face from increasing data usage, and how offloading can help alleviate network congestion while creating new revenue opportunities.
The document describes the DA LTE & WiMAX Indoor IAD modem, which is Greenpacket's first complete 4G WiMAX and LTE TDD Indoor Integrated Access Device. It supports both WiMAX and LTE TDD networks on multiple frequency bands to allow for a smooth transition between the technologies. Key features include support for the latest LTE and WiMAX standards, adaptive MIMO antennas for improved coverage, high data speeds of up to 150Mbps download, and integrated WiFi for whole-home connectivity. It provides a single-device solution for operators managing both WiMAX and LTE networks.
Wi fi bringing-applications_together_for_next_generation_networksGreen Packet
Help ease network
congestion and expand coverage
Substitute: Provide alternative
broadband access
Figure 3 : Wi-Fi Role in Operator Strategy
The ability to deliver a consistent user experience across multiple access
networks is critical for operators to retain and attract subscribers. An
intelligent device client enables operators to deliver a unified experience
through seamless authentication, policy control, application and service
awareness. This allows operators to optimize network usage, prioritize
services, and deliver location-based services regardless of the access
network. It also helps operators to monetize Wi-Fi through new service
bundles and differentiated service offerings.
By integrating Wi-Fi into the core network through an intelligent device
Dynamic data offloading_connect_intelligently_with_andsfGreen Packet
WiFi data offloading can help reduce traffic loads on 3G networks and improve user experience. Dynamic data offloading using ANDSF allows intelligent switching between 3G and WiFi networks based on policies and network conditions. This helps optimize network usage and minimize congestion. ANDSF provides visibility and control over offloaded data traffic. Offloading to WiFi can support more users per site and lower operator infrastructure costs compared to additional 3G cell sites.
Wi-Fi Driving Mobile Internet Explosion in Next Generation NetworksGreen Packet
Wi-Fi is driving the explosion of mobile internet usage as the proliferation of Wi-Fi enabled devices and Wi-Fi hotspots grows rapidly. Operators are looking to Wi-Fi as a way to offload traffic from busy mobile broadband networks and generate new revenue streams. Policy-based controls that provide visibility into usage patterns can help operators implement tiered pricing plans tailored to different subscriber profiles and applications in order to better monetize data usage.
Wi-Fi New Service Models For Next Generation NetworksGreen Packet
In this new era of explosive mobile data growth, rapid rise in mobile broadband services and rich digital content are contributing to unprecedented level of stress on mobile networks. Operators are feeling the pinch on their business models with the arrival of smart devices, leaving them in anxiety and unable to respond to the deluge of data.
As a measure to reduce congestion on their network, several tier 1 operators have discontinued unlimited data plans and launched tiered plans to ensure network performance. At the same time, operators do not want to risk losing a significant growing market of smartphone users that are looking for value added services. It is a challenge for operators to sustain the wave of data, let alone address the dwindling ARPU as the demand of data is outstripping the rate of supply.
The following section of this paper describes the possible options that operators can embrace to overcome the capacity crunch through innovative service models, the impact of Wi-Fi on delivering the right service experience and how emerging technology is pushing further the expectations of “big data”.
Wi-Fi for a Connected World Towards Next Generation NetworksGreen Packet
Wi-Fi has established itself as one of the most popular and widespread technology today reaching millions of homes, schools, enterprises and hotspot locations worldwide. Communication has become an essential part of our lives. The ever-growing Wi-Fi networks combined with integrated Wi-Fi chipsets into thousands of devices has matured and ensured that hundreds of millions of users worldwide now make regular use of Wi-Fi to access the Internet.
The following white paper, discusses the Wi-Fi effects of connectedness shifting from people to people into the connecting a billion of devices. Today’s network consists of multiple access network technologies playing a different role in different contexts. In the race to smart next generation networks, secondary markets in embedded mobile is beginning to garner attention with greater ambitions into tertiary markets of cloud-based solutions, where anything and almost everything will be connected, regardless of geographical boundaries with the ultimate aim of cost effective development and implementation.
Case Study : P1 4G Staying One Step AheadGreen Packet
P1 was facing challenges of increasing coverage, reducing churn and complaints in Malaysia. They partnered with Greenpacket, who provided best-in-class WiMAX devices that significantly improved coverage and user experience. This led to a 135% increase in monthly subscriptions after launching the DX device and 88% increase after the UH device, while reducing churn by two-thirds and customer complaints by 47%. Greenpacket's deep understanding of user needs and strong R&D helped P1 enhance quality of service and differentiate their service.
Optimizing Cell Ddge Coverage Of Suburban/Rural Deployment With WiMAX Outdoor...Green Packet
Wireless broadband operators constantly face challenges of balancing the economics to deploy a robust and reliable wireless broadband service in suburban-rural areas or at cell-edges. Till to date, a large portion of these areas still remains hugely underserved or receiving unreliable coverage.
This paper in retrospect functions to further solidify the technological advantage of WiMAX, where we explore and proof the concept of suburban-rural deployment through the optimal pairing of a proper CPE strategy.
This paper explores deep into the technical and implementation advantages of an outdoor CPE solution, including the concept of antenna gain, transmission power, integrated POE design and environment-proof enclosure; and the effective advantage of Line of Sight performance and decreased penetration loss amongst other features of an outdoor CPE. We will also explore the misconception behind the high incremental cost, difficulty of engineering installation and service challenges in operations with the implementation of an outdoor CPE.
Helpdesk 2.0 : Subscribers Help Themselves. Operators Reduce ChurnGreen Packet
Over the last decade, customer service excellence has emerged as a core strategy for telecommunications operators with the aim of satisfying subscribers and keeping them loyal. Over time, various customer service channels have surfaced, with call centers being highly preferred due to the personal touch and instant response, however, this option weighs heavily on OPEX and resources.
This paper examines an alternative and more cost-effective approach, through the means of personal digital assistants. This method encourages self-care amongst subscribers and reduces reliance on call centers. It brings about a whole new era in error diagnosis and problem resolution, hence the term Help Desk 2.0. Find out more about how Help Desk 2.0 works and benefits operators, particularly in the area of cost savings and churn reduction.
“An Outlook of the Ongoing and Future Relationship between Blockchain Technologies and Process-aware Information Systems.” Invited talk at the joint workshop on Blockchain for Information Systems (BC4IS) and Blockchain for Trusted Data Sharing (B4TDS), co-located with with the 36th International Conference on Advanced Information Systems Engineering (CAiSE), 3 June 2024, Limassol, Cyprus.
Sudheer Mechineni, Head of Application Frameworks, Standard Chartered Bank
Discover how Standard Chartered Bank harnessed the power of Neo4j to transform complex data access challenges into a dynamic, scalable graph database solution. This keynote will cover their journey from initial adoption to deploying a fully automated, enterprise-grade causal cluster, highlighting key strategies for modelling organisational changes and ensuring robust disaster recovery. Learn how these innovations have not only enhanced Standard Chartered Bank’s data infrastructure but also positioned them as pioneers in the banking sector’s adoption of graph technology.
Unlocking Productivity: Leveraging the Potential of Copilot in Microsoft 365, a presentation by Christoforos Vlachos, Senior Solutions Manager – Modern Workplace, Uni Systems
A tale of scale & speed: How the US Navy is enabling software delivery from l...sonjaschweigert1
Rapid and secure feature delivery is a goal across every application team and every branch of the DoD. The Navy’s DevSecOps platform, Party Barge, has achieved:
- Reduction in onboarding time from 5 weeks to 1 day
- Improved developer experience and productivity through actionable findings and reduction of false positives
- Maintenance of superior security standards and inherent policy enforcement with Authorization to Operate (ATO)
Development teams can ship efficiently and ensure applications are cyber ready for Navy Authorizing Officials (AOs). In this webinar, Sigma Defense and Anchore will give attendees a look behind the scenes and demo secure pipeline automation and security artifacts that speed up application ATO and time to production.
We will cover:
- How to remove silos in DevSecOps
- How to build efficient development pipeline roles and component templates
- How to deliver security artifacts that matter for ATO’s (SBOMs, vulnerability reports, and policy evidence)
- How to streamline operations with automated policy checks on container images
TrustArc Webinar - 2024 Global Privacy SurveyTrustArc
How does your privacy program stack up against your peers? What challenges are privacy teams tackling and prioritizing in 2024?
In the fifth annual Global Privacy Benchmarks Survey, we asked over 1,800 global privacy professionals and business executives to share their perspectives on the current state of privacy inside and outside of their organizations. This year’s report focused on emerging areas of importance for privacy and compliance professionals, including considerations and implications of Artificial Intelligence (AI) technologies, building brand trust, and different approaches for achieving higher privacy competence scores.
See how organizational priorities and strategic approaches to data security and privacy are evolving around the globe.
This webinar will review:
- The top 10 privacy insights from the fifth annual Global Privacy Benchmarks Survey
- The top challenges for privacy leaders, practitioners, and organizations in 2024
- Key themes to consider in developing and maintaining your privacy program
Building RAG with self-deployed Milvus vector database and Snowpark Container...Zilliz
This talk will give hands-on advice on building RAG applications with an open-source Milvus database deployed as a docker container. We will also introduce the integration of Milvus with Snowpark Container Services.
UiPath Test Automation using UiPath Test Suite series, part 6DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 6. In this session, we will cover Test Automation with generative AI and Open AI.
UiPath Test Automation with generative AI and Open AI webinar offers an in-depth exploration of leveraging cutting-edge technologies for test automation within the UiPath platform. Attendees will delve into the integration of generative AI, a test automation solution, with Open AI advanced natural language processing capabilities.
Throughout the session, participants will discover how this synergy empowers testers to automate repetitive tasks, enhance testing accuracy, and expedite the software testing life cycle. Topics covered include the seamless integration process, practical use cases, and the benefits of harnessing AI-driven automation for UiPath testing initiatives. By attending this webinar, testers, and automation professionals can gain valuable insights into harnessing the power of AI to optimize their test automation workflows within the UiPath ecosystem, ultimately driving efficiency and quality in software development processes.
What will you get from this session?
1. Insights into integrating generative AI.
2. Understanding how this integration enhances test automation within the UiPath platform
3. Practical demonstrations
4. Exploration of real-world use cases illustrating the benefits of AI-driven test automation for UiPath
Topics covered:
What is generative AI
Test Automation with generative AI and Open AI.
UiPath integration with generative AI
Speaker:
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
Alt. GDG Cloud Southlake #33: Boule & Rebala: Effective AppSec in SDLC using ...James Anderson
Effective Application Security in Software Delivery lifecycle using Deployment Firewall and DBOM
The modern software delivery process (or the CI/CD process) includes many tools, distributed teams, open-source code, and cloud platforms. Constant focus on speed to release software to market, along with the traditional slow and manual security checks has caused gaps in continuous security as an important piece in the software supply chain. Today organizations feel more susceptible to external and internal cyber threats due to the vast attack surface in their applications supply chain and the lack of end-to-end governance and risk management.
The software team must secure its software delivery process to avoid vulnerability and security breaches. This needs to be achieved with existing tool chains and without extensive rework of the delivery processes. This talk will present strategies and techniques for providing visibility into the true risk of the existing vulnerabilities, preventing the introduction of security issues in the software, resolving vulnerabilities in production environments quickly, and capturing the deployment bill of materials (DBOM).
Speakers:
Bob Boule
Robert Boule is a technology enthusiast with PASSION for technology and making things work along with a knack for helping others understand how things work. He comes with around 20 years of solution engineering experience in application security, software continuous delivery, and SaaS platforms. He is known for his dynamic presentations in CI/CD and application security integrated in software delivery lifecycle.
Gopinath Rebala
Gopinath Rebala is the CTO of OpsMx, where he has overall responsibility for the machine learning and data processing architectures for Secure Software Delivery. Gopi also has a strong connection with our customers, leading design and architecture for strategic implementations. Gopi is a frequent speaker and well-known leader in continuous delivery and integrating security into software delivery.
Securing your Kubernetes cluster_ a step-by-step guide to success !KatiaHIMEUR1
Today, after several years of existence, an extremely active community and an ultra-dynamic ecosystem, Kubernetes has established itself as the de facto standard in container orchestration. Thanks to a wide range of managed services, it has never been so easy to set up a ready-to-use Kubernetes cluster.
However, this ease of use means that the subject of security in Kubernetes is often left for later, or even neglected. This exposes companies to significant risks.
In this talk, I'll show you step-by-step how to secure your Kubernetes cluster for greater peace of mind and reliability.
GraphSummit Singapore | The Art of the Possible with Graph - Q2 2024Neo4j
Neha Bajwa, Vice President of Product Marketing, Neo4j
Join us as we explore breakthrough innovations enabled by interconnected data and AI. Discover firsthand how organizations use relationships in data to uncover contextual insights and solve our most pressing challenges – from optimizing supply chains, detecting fraud, and improving customer experiences to accelerating drug discoveries.
Pushing the limits of ePRTC: 100ns holdover for 100 daysAdtran
At WSTS 2024, Alon Stern explored the topic of parametric holdover and explained how recent research findings can be implemented in real-world PNT networks to achieve 100 nanoseconds of accuracy for up to 100 days.
Threats to mobile devices are more prevalent and increasing in scope and complexity. Users of mobile devices desire to take full advantage of the features
available on those devices, but many of the features provide convenience and capability but sacrifice security. This best practices guide outlines steps the users can take to better protect personal devices and information.
National Security Agency - NSA mobile device best practices
Self Service Customer Care For Next Generation Networks
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www.greenpacket.com
WHITEPAPER
2. Abstract
Smartphone devices have dramatically changed the way consumers consume data. The need to
be connected anywhere and anytime is driving service providers to put focus into customer
experience to grow customers, build loyalty and drive profits through new services. As a result,
the expectations of service experience from the end-user are heightened and cannot be
underestimated. For end-users, customer care expectation and solutions have a real impact on
their customer experience with less time struggling to resolve connection problems and more time
using the service.
Service providers are under pressure to deliver customer experience that separates them from the
competition, while at the same time trying to delicately balance their revenues and managing costs
for near term gain and longer term success. In this paper, we outline the scale of issues faced in
mobile device and service care that impacts both service providers and end-users beyond
connectivity. With a broad range of services and wide variety of applications, the smartphone
requires more complexity to handle a multitude of firmware and software configurations which legacy
CRM systems are inadequate to deal with today’s customers.
Remote device support and service care is a key component to tackle the demands of escalating
costs in customer care. Service providers are seeking integration onto backend systems without
incurring heavy infrastructure changes and ensure the best fit into the existing operations through
automated and proactive customer care mechanisms to ensure service excellence and thus prevent
service quality degradation.
WHITEPAPER
3. Contents
Overview 01
Conventional CRM Revisited 03
Driving New Generation of Self-Care Customer Service 04
• Revenue
• Churn
• Cost
Where is the Cost Savings 06
Step by Step Problem Resolution 07
An Integrated Approach – Instinq Self Healing Diagnostic System 09
• Legacy CRM versus Instinq SDS
Conclusion 11
Service Uninterrupted 24/7 12
References 13
WHITEPAPER
4. Overview
The smartphone is becoming common as it replaces handsets into multi-purpose devices to meet business and social
needs of everyday lifestyle. In a report by analyst firm Juniper Research1, the number of global smartphone shipments
will reach 1 billion per annum in 2016, up from 302 million in 2010 and it is not showing signs of slowing down, as these
devices become available at lower price points over the years.
Smartphones can create a number of challenges of their own, including higher device-related support costs and longer
call handling times which leads to an increased need for support, particularly with the configuration of new applications
and services. These support costs can possibly threaten the already thinning profits of services.
Service providers are becoming aware that customer care can play a strategic role and thus are under pressure to ensure
outstanding user experience. The shift of service provider to customer-centric focus has been challenging if not
frustrating to the end-users. Typically, customers who experience Internet connection trouble will call their service
provider and speak to a customer service representative for help with troubleshooting.
Customer complaints due to fault and inability to connect exceed 30%2 on average as illustrated in Figure 1. Most often,
users will give up trying to connect to a service after one or two attempts. Similarly, user complaints point towards
grouses of inability to connect, slow connection and inability to access the Internet.
2% General Enquiry
18%
Fault / Network Trouble Issue
Request on Credit
6% Change of Service
33%
Complaint Bill Charge
7% Enquiry on Bill Charges
Follow Up / Complaints
9% Activation
2%
7% Error Cals (Prank)
8%
Figure 1: Categories of Customer Complaints
01
1 Source : Smartphone Evolution Strategies: Premium , Standard and Economy Markets 2011-2016,
Juniper Research
2 Source : P1 Customer complaints, Sept 2009
WHITEPAPER
5. In a separate study, consulting firm Bain & Company concluded that it is six times costlier to acquire a new customer
than retain an existing one. Looking after subscribers is a key differentiator as reputation for good customer care is harder
to emulate compared to bringing to market new services or price plans, as consumers are quick to switch service
provider in this fiercely competitive market.
Instead of relying on a customer service representative, a customer can enjoy the same assurance of quick and effective
troubleshooting through an intelligent self-care platform. The self-care platform has diagnostic and intelligent analytics
ability that is automated and service provider can achieve savings in its customer care investments in the longer term.
The self-care platform is a based on closed-loop architecture (eg: aggregation of expert knowledge with reduced learning
cycle or staff training over time). This paper will discuss the use of self-care, diagnostics and analytics, challenges and
approaches to address the burgeoning need of service providers to optimize costs and deliver excellent service.
02
WHITEPAPER
6. Conventional CRM Revisited
To date, there are many channels through which service providers reach out to their subscribers; this includes call
centers, website, webchat, email, fax, service centers and of late through social networking sites. Among these
channels, call center is most preferred for the simple reason that there is a fellow human to interact with and most of the
time, the issue is resolved immediately, as opposed to sending an email and waiting for a response within 48 hours –
two key elements here are personal touch and instant resolution.
However, traditional CRM systems are labor intensive and demands extensive retention and training that are costly.
Generally, level 1 technical support agents at the service call center are not able to deal with the query which requires
data retrieval and synchronization from many siloed or fragmented sources within the network. Information such as
firmware updates, applications and subscription profiles that are invariably stored in other databases are closely
administered, with restricted access across the business. Most often, escalation to level 3 technical support with calls
transferred four or five times before reaching the correct support agent to resolve issues.
Adding to the challenge, multiple device types, different operating platforms and a myriad of menu selection makes both
using and supporting the new generation of smart devices increasingly complicated such as configuration options across
multiple access network technologies including WiFi, GSM, GPRS, UMTS, HSPA, LTE. As multiple variables ranging from
network bearers, 3rd party software, firmware etc. must be taken into consideration, the call duration also increases.
Technical support calls across the smartphone sector are typically longer in duration as a result of product and service
complexity, ultimately extending a technical support agent’s diagnosis and resolution times. At worst, the technical
support agent is unable to fix the problem – all the while subjecting the customer to spend more time and money, when
they are not consuming any data services. Finally, it will lead to customer frustration and churn.
Many service providers are transforming to solve these and other problems that can cause customer dissatisfaction.
Having an acceptable performance is no longer good enough. To be successful, providers will need to earn their
customers’ loyalty.
03
WHITEPAPER
7. Driving New Generation of Self-Care Customer Service
The introduction of new products and services that are designed to increase revenue can actually have a negative impact
on profitability in the short to medium term. This is due to the increased support burden often encountered as consumers
(and carriers’ supporting infrastructures) look to navigate new and complex features and functions.
Customer experience transformation is key differentiator in a battle to retain customers. New generation of smart
self-care device management can provide advanced device care functionality to mobile devices including device
detection and monitoring, diagnostics and over-the-air firmware and application updates previously administered
through CRM systems. Revenues, churn and costs are the principal driving factors for service providers to stay ahead of
the game. Staying competitive and relevant plays a role in reducing churn. Ideally, self-care implementation should give
service providers the opportunity to proactively diagnose and troubleshoot device issues, monitoring of services and
analyze predictive churn models.
Benefits of smart self-care include self sufficiency and on the end users part to aid adoption of new and existing
applications and services without relying on call centers and walk-in visits to resolve issues. Ultimately, end users derive
greater value from the services their providers offer, resulting in overall increased satisfaction and a better customer
experience. Meanwhile, service providers see a direct cost savings to their business and growth in average revenue per
user (ARPU).
Revenue
With reduced reliance on call centers, service providers can potentially protect revenues by taking the pressure off on
escalating support cost. The flexibility of the client-server architecture allows for scalable and modular modules to be built
into the smart self-care system through a diagnostic manager allowing concurrent, multiuser access as well as remote
user access to the diagnostic server and diagnostic tools. It provides external interface to integrate into provisioning
server, easing installation, support, administration, and upgrade whenever necessary. Customers continue to have easy
access to applications and generate immediate desire to pursue the value added services. Ultimately, giving rise to better
revenue opportunity.
Churn
The ability to remotely detect configuration settings on devices, monitoring of devices, resolve firmware conflicts, SW
installation, updates and various settings immediately is a powerful tool. The result is a significant savings in reducing call
handling times, as customers do not need to contact their service provider. Through built-in intelligence and proactive
troubleshooting feature, connectivity issues can be queried and detected right up to the users’ devices. Next, either
corrective action can be taken immediately (if possible) or customer service agents can be informed of the situation and
advised on how to counsel users regarding problem solving steps. The smart self-care system can gracefully coordinate
the various statistical reporting, analytics within a centralized server for easy data management.
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8. Cost
By introducing a smart self-care mechanism to address connectivity issues, reliance on customer support is
reduced. As a result, customer care OPEX costs can be lessened. Meanwhile, customer support efforts are reserved
for more critical issues and a healthy support turnaround time is maintained. Additionally, with built-in knowledge
models, common connectivity issues can be healed automatically without going through manual troubleshooting
efforts. Automated technical support for the entire network is further improved via continuous updates of new
knowledge models.
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9. Where is the Cost Savings
Most service providers are marked by saturation, competition and stagnating revenue growth, while battling customer
care issues, retention and subscriber acquisition. Operators have long appreciated, that the cost of acquiring a new
customer is incrementally greater than the cost of retaining an existing one. An example to briefly illustrates this is clearly
obvious; assume the operator has 1.5 million additions in the year, with average ARPU of $38 per user and churn rate at
4%. Decreasing the churn to 2.5% would deliver a massive revenue gain of $1.4 million and profits3 of up to 0.5 million!
Total Subscriber Addition 1.5million
Average ARPU $38
Churn Rate 4%
Subscriber Retention (through Instinq SDS) 40%
Subscribers Before Churn Reduction After Churn Reduction Savings
Quarter Total Number Nett Loss of Loss of Nett Loss of Loss of Total Revenue
of Subscribers Customers Opportunity Cost Customers Opportunity Cost Gain
Q1 200,000 10,600 402,800 6,625 251,750 251,750
Q2 515,000 20,600 782,800 12,875 489,250 489,250
Q3 410,000 17,400 661,200 10,875 413,250 413,250
Q4 285,000 11,400 433,200 7,125 270,750 270,750
Total 2,280,000 1,425,000
Table 1 Cost Savings Simulation with Instinq SDS
3 Note: Assumes a margin of 40% per subscriber and retention call costs at $15 per subscriber.
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10. Step by Step Problem Resolution
The implementation of CRM-based solutions are time consuming and tactical to retain customers within a network to
extend the average customer lifetime. In order to manage the continued costs that include maintaining customer care,
network maintenance, operations and etc, it is not uncommon for service providers to wait more than 12 months to see
the signs of breakeven and ultimately impacting the subscriber margins. To combat these issues, problem resolution and
troubleshooting can be made more efficiently through business rules driven processes. As demonstrated in the following
pictorial representation in Figure 2.
Step 1 Step 2
Over the air Automatic Configuration Smart Device and Service Monitoring
• Application install/uninstall • Proactive problem reporting
• Firmware Update • Connectivity Monitoring
• Software Update
SERVICE MANAGEMENT AND
OPERATIONS PLATFORM
Step 4 Step 3
Predictive analysis Diagnose and Fix
• Usage Patterns • Corrective Actions
• Knowledge Models • Online Diagnostic and Troubleshooting
• Timely Problem Resolution
Figure 2: Problem Resolution with Instinq Self-Healing & Diagnostic System
By means of measurable parameters, the smart self-care system can proactively and accurately respond to device
specific technical support and build knowledge models for predictive analysis - eliminating the need to extensively incur
staff training and business process improvement, brings savings of up to $1.4 million as illustrated in Table 1.
The platform independent smart self-care system can also be integrated into the carriers billing systems and thus
minimize the existence of distributed communication. The classic siloed data structures spread across separate
databases, inter-business departments that are unconsolidated results in the inefficiency of information processing which
can create redundant, overlapping and uncoordinated systems. The lack of consolidated data and access to data
undermines the CRM efforts and will likely to result in incorrect diagnosis and resolution, slow response times and
dissatisfactory performance. Consequently leading to inefficiencies at the call centers, less effective marketing and
missed revenue opportunities as a result of poor customer experience.
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11. Step 2 Step 3
Trouble Ticket Escalation
Step 4
Step 1
Synchronization of
Technical Support Multiple Databases
Multiple Customer
Service Touch Points
Step 6 Step 5
Corrective Actions Diagnosis
Figure 3: Typical Problem Resolution Scenario without Instinq
The Instinq smart self-care platform, being business-rules driven, determines what the next best action should be, what
to present, when to guide and when to deliver guidance with greater appreciation that all technical support agents are
not created equal.
Instinq refers to the next generation of a help desk system. In traditional help desk systems, subscribers would relate their
ordeal to an agent who mans the help desk system. Issues encountered are diagnosed by the agent to identify a solution
for the subscriber. This time and effort consuming effort will only be useful if the subscriber narrates the problems and
symptoms accurately to the agent. Failing which, zero resolution will only aggravate the subscriber and the only option is
to locate the nearest customer service center or retailer in person. This is even more obvious and desperate in countries,
where geographical distances are far and wide – mobilization of technical support is challenging, if not near impossible.
Typically, Opex constitutes about 60% of the network costs, of which there is only between 5-10% being invested in
customer care service. In contrast, the escalating costs of retaining a customer has risen by two-fold. In one of the
studies conducted by Wireless Operator Strategies4 (WOS) research, it tracked the average cost to retain a customer
has increased for T-Mobile in several countries: Germany (26%), Austria (57%) and the Netherlands (12%). Orange
customer retention costs have increased in France (11%) and Spain (14%). With more smartphone sales, upgrades and
subsidies together with a relentless data traffic growth, carriers must find ways to reverse the falling revenues through
major focus on optimization of pricing, service revenues and costs.
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4 Note: Wireless Operator Strategies (WOS) in a report “Western Europe’s Market Still Searching for Growth,
OPEX Management a Concern 2010” studied operational and financial performance of over
200 mobile operators with over 77 percent of global subscribers.
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12. An Integrated Approach –
Instinq Self Healing Diagnostic System
Greenpacket’s Intinq Self-Healing Diagnostic System (Instinq SDS) is an intelligent solution that proactively diagnoses
and automatically resolves connectivity issues in offline and online mode, making support efforts easier than ever.
By incorporating artificial intelligence (AI), it provides a spur-of-the-moment troubleshooting and problem resolution
without the intervention of customer support personnel. This is done through built-in knowledge models that contain
intelligence to identify and solve connectivity glitches. Though there are several factors that contribute to connectivity
problems, a significant fraction can be attributed to devices, particularly in wireless broadband. For example, due to high
frequencies used, radio waves (in wireless connectivity) have poor indoor penetration. If subscribers are guided on how
to place their modems for optimum signal strength, connectivity can be improved.
Diagnostic Manager Diagnostic
Knowledge Server
Step 1 Step 5
Diagnostic Manager With the updated
starts diagnosing modem knowledge model.
or dongles after Diagnostic Knowledge
detecting symptoms. Server propagates new
models to other
Step 2 Diagnostic Managers on
the network via
Based on the preloaded
automatic updates.
corrective actions stored
in Diagnostic client, it is
able to determine the
potential root cause,
try to self-heal or
suggest solutions.
Step 3 Step 4
Diagnostic client sends Diagnostic Knowledge
symptoms, device Server collects various
information, connection client data, analyze,
status and usage update and train the
information to the server knowledge engine to
over the internet, learn about device
at scheduled interval. behavior.
Figure 4: Components of Instinq SDS
With this in mind, Greenpacket’s Instinq SDS, which can be installed on subscribers’ PCs, laptops and handheld
devices, is able to automatically scan the current environment to diagnose and solve connectivity issues. If required,
subscribers will be prompted with instructional messages to help in the problem-solving process. Instinq SDS is
designed to take self-care beyond profile updates to help operators handle technical hitches at the last mile level without
burdening customer support.
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13. Instinq SDS consists of two components – Self-Healing Diagnostic Manager (client component) and Diagnostic
Knowledge Server (server component). Self-Healing Diagnostic Manager can be installed on PCs, laptops and handheld
devices to perform auto-diagnosis, online troubleshooting and self-healing on device specific problems in an easy and
Instinqive manner. Possible connectivity issues and corrective actions (called knowledge base) are pre-engineered into
the client component.
On the other hand, the Diagnostic Knowledge Server can reside on the Operator’s core network or engaged through a
hosted business model. It is an artificial intelligence expert system that hosts the central knowledge models of the
system, based on Bayesian network. This server components aggregates and shares new or unknown connectivity
issues between client components within the network. It facilitates rule updates and generates predictive reports that aid
in churn management efforts. The following table below illustrates the differences and impacts between legacy CRM
system and Instinq Self-Healing & Diagnostics System.
Legacy CRM versus Instinq SDS
Definition/Scope Channels Impact
Two key things about legacy CRM systems • Telephone/Fax • Often a connectivity issue
Legacy CRM System
are that it is designed to be reactive and (Customer Service Hotline) is not resolved at first
manual. • Email contact leading to
subscriber frustration
• Physical visit to
The operator-subscriber relationship here is • Labour intensive
CRM centers
initiated when subscriber stumbles upon a
• High cost – labour,
problem (reactive) and the operator
training efforts
responds through a CRM system managed
by a human resource (manual). • Risks losing knowledge
when agents leave
Instinq advocates automation and proactive • Social Media • Encourages subscribers
help. This CRM system automates problem • Web-based channels to help themselves
identification for proactive troubleshooting. such as live chat • Knowledge is stored
Instinq Self-Healing &
in a system
Diagnostics System
• Digital assistants/software
Subscribers are also encouraged to help
(installed on subscriber’s • Knowledge models
themselves through provided channels.
device) proactively and
automatically provide
The objectives of this system are
intelligent solutions
automation, proactiveness and self-help.
anytime, anywhere
• Analytics for decision
making and churn
management
• Improves customer
loyalty and retention
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14. Conclusion
Many operators are faced with the issues of truly effective end to end (E2E) service platform that consolidates the
components for service support, operations, maintenance and customer care. The merging of all these components can
be achieved with a client-server based diagnostic system pushing for greater degree of self-management. The focus
should change and encourage self-help methods that are assisted by systems-oriented proactive troubleshooting.
Another impediment faced over network operation lies in the backend system. A host of separate network entities and
platforms lacks coherent information processing, sharing and storing mechanism which prevents timely problem
resolution by technical support agent which is not empowered to deal with the query. By collapsing the multiple entities
into a unified operation, optimization, planning and management system, operators have greater visibility and clarity in
delivering service and target problem resolution wherever it fits. Knowledge-based modeling is designed to analyze the
learned diagnostic relationships over a period of time. Updates can be automated to the diagnostic server,
upon discovering new diagnostic relationship as a direct result from changes in usage patterns of the network.
The increased attention on self-care is mainly driven by cost-savings but it also gives subscribers control at his/her
convenience, making life easier for both operators and subscribers. To date, self-care tools are confined to query
choices, profile updates and subscription information (such as bonus points, package details etc). Through Instinq SDS,
service providers can extend their self-care options to include assistance on connectivity issues and reporting capabilities
on the overview of the health of users’ devices, causes for breakdown and the right solution. This allows service provider
to stay in control of their device and being informed of possible connectivity issues for necessary remedial actions and
thus reduce device-related connectivity disruptions for enhanced user experience.
Additionally, Instinq SDS provides predictive statistics that help operators gain deeper understanding of subscribers’
usage patterns and preferences for the development of effective customer retention strategies and a more focused
marketing campaign. Through specially tailored programs, subscribers stay loyal and the positive user experience aids
in attracting new subscribers.
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15. Service Uninterrupted 24/7
All around the world, operators are looking for better and more creative ways to support their subscribers better and
reduce costs at the same time. At Greenpacket, we understand the demands placed on operators. That is why,
we empower you to offer subscribers more than just high-speed connectivity, our innovation will provide you with endless
ways to engage with subscribers and enhance relationships.
With Greenpacket, limitless freedom begins now!
Free Consultation
If you would like a free consultation on how you can implement Instinq, feel free to contact us at
marketing.gp@greenpacket.com (kindly quote the reference code SWP1011 when you contact us).
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16. References
1. “Western Europe’s Mobile Market Still Searching for Growth, OPEX Management a Concern, Q4 2010 – Wireless
Operator Strategies (WOS) of Strategy Analytics.
2. http://www.businesswire.com/news/home/20110412006677/en/Strategy-Analytics-Western-European-Mobile-
Operator-EBITDA
3. Can communications service providers earn their customers’ love? - Domenico Azzarello and Mark Kovac;
Bain & Company
4. Smartphones: Building profitability and loyalty in the mass-market – WDS Global
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