Sector RoadMap: Social customer service in 2013

“Social customer service” refers to those services that provide customer support via social media channels. Providing such services is no longer merely a niche or specialty sideline. Challengers, or disruptors who were early with the new technology, are working to expand and integrate their offerings into enterprise systems and processes.…

Read More

How the cloud is transforming India’s IT services

Over the past decade India’s major tech firms have grown at double-digit average annual rates to become competitive enterprise outsourcers and systems integrators on a global scale. Firms such as Cognizant and Tata Consultancy Services are looking for technology to provide the next competitive advantages in the market. The cloud provides that opportunity on several levels. This research note looks at some of the common ways India’s leading firms are delivering cloud services and using the cloud to transform their businesses, as well as how they are currently differentiated in the market.…

Read More