With best compliment
www.fitag.in
15 12 2013
Sunday
Ahmedabad, Gujarat
Vol. 1, Issue No. 5, Pages 8
Monthly Edition
FITAG
Times
FLOURISH KNOWLEDGE NETWORKING POWER PROTECTION - Editorial Dear Fitagians, o soon another year is coming to an end. We will enjoy and celebrate a new year 2014 coming with the taste of memories of year 2013. Time to comprehend on the errors and mistakes done in the past year and to start with a corrected note, to start a fresh..... Indian Information Technology industry saw quite a few waves during the year 2013. With the changing valuation of currency the equations changed. Suddenly the margins shrunk and the businesses narrowed and with an air of uncertainty of the businesses, the turnovers fumbled. Everybody in the industry was victimised and worried about the future. With a little stability of the currency we have now learnt to live with the uncertainty. Price tags of all IT products have seen an upwards figures after many m a n y years. And I see it as a welcome situation with an effect of customers accepting the price rise!!! It was a practice in general that IT prices always falls, but now, it's no more the same. Our cover page article in this edition talks about the services, and believe me, those who understand the needs of services will survive, others will fall and succumb to the circumstances. Traders in particularly will face a tough time in coming year. We will try and cover up business predictions for 2014 for all the Fitagians based on their sun signs. On a serious note, I am not receiving any feedback from member FITAGIANs. I am requesting you to send feedbacks through emails on regular basis. This will not only improve the quality and content of FITAG Times, but will ensure to us that members are reading the contents. Enjoy the events and welcome new year with a positive note to do better always. On behalf of the FITAG team I wish you all Marry Christmas and a very happy new year 2014 in advance. Thanks & enjoy reading FITAG Times.
S
Mr. Kaushik Pandya Editor
“Change is the law of life. And those who look only to the past or present are certain to miss the future.” ~ John F. Kennedy Consumer preferences and expectations are changing and growing just as quickly as advancements in technology, encouraging (if not demanding) that brands embrace a strategy of nonstop adaptation to the next generation and the next big thing. Here are 20 expert predictions affecting the near future of customer service and the customer experience, with the first originally made in 2012, already realized: 1. The personal cloud will replace the PC as the center of our digital lives sooner than you might think: 2014. ~ Gartner Hype Cycle for Cloud Computing 2012 2. 70% of businesses are anticipated to use social media as part of their customer service programs by mid-2014. ~ Aberdeen Group 3. Global smartphone use will reach 2 billion by 2015. ~ Bloomberg 4. Companies will spend about $900 million on mobile processes reinvention services in 2013, a number that will more than triple in 2014, and continue to rise in 2015. ~ Forrester 5. By 2015, the marketing budget allocated to retaining customers and increasing loyalty through customer service will more than double. ~ Gartner Predicts 2012: CRM Customer Service and Support Staggers into the Posthuman Age 6. By 2015, one-way participation in content will decline to under 20%. The consumer will gain even more control and choice over content. ~ Google Insights Route to 2015
The Future of Customer Service:
20 Expert Predictions for 2014 & Beyond 7. Through 2015, 80% of multichannel implementations will fail because retailers will retain channel and product-centric strategies. ~Garter Top Industry Predicts 2012: Industries Face Intensified Consumerization and Technology Disruption 8. The number of mobile social network users in the U.S. will grow from 58.5% in 2012 to 79.1% by 2015. ~ U.S. Mobile Social Network Users Expected to Double by 2015 – eMarketer 9. By 2015, there will be more people accessing the web using a mobile device than a wireless computer. ~ IDC Worldwide New Media Market Model Forecast 10. By 2016, more than half of the dollars spent in U.S. retail will be influenced by the web. ~ Forrester U.S. Crosschannel Retail Forecast, 2011 – 2016 11. Worldwide businessto-consumer (B2C) m-commerce spending will grow six fold between 2011 and 2016, reaching $223 billion by the
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end of 2016. ~ IDC Worldwide New Media Market Model Forecast 12. Mobile search will generate 27.8 billion more queries than desktop search by 2016 ~ BIA/Kelsey Report, 2012 13. The number of social network users around the world will rise to 1.73 billion in 2013. By 2017, the global social network audience will total 2.55 billion. ~eMarketer Worldwide Scoail Network Users: 2013
Forecast and Comparitive Estimates 14. The customer of 2020 will be more informed and in charge of the experience they receive. They will expect companies to know their individual needs and personalize the experience. Immediate resolution will not be fast enough as customers will expect companies to proactively address their current and future needs. ~ Customers 2020 Report
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