Deutsche Telekom AG / Tobias Goebel Senior Solutions / Sullivan Frost & Sullivan / Joe Outlaw Principal / Senior Solutions / Google / Innovation Customer Services Europe Deutsche Telekom AG / Facebook / T-Mobile / Jan Šafka / /
IndustryTerm
mobile web / mobile applications / backend systems / social media / lifecycle management solutions / mobile internet / outbound communications / telecommunications / take over desktop internet usage / customer service applications / mobile web portal / natural language processing / speech-recognition software / social networks / application management / self-service applications / expanded social media presence / customer-service applications / /
Principal Analyst / Contact Center Group / Vice President / www.frost.com Disclaimer This Executive / SULLIVAN EXECUTIVE / Analyst / CEO and the CEO / Engineer / /
A FROST & SULLIVAN EXECUTIVE SUMMARY Balancing Customer Experience and Profitability in a Mobile World: Self-Service Strategies That Drive Loyalty and Lower Costs