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Weak Mobile Customer Service Harming Customer Engagement- Gartner

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Following a prediction that by 2017, one-third of all customer service interactions will still require the support of a human intermediary, Gartner, Inc. said that weak mobile customer service is harming customer engagement.

No rallying principle in the enterprise matters more than the creation of superior customer engagement and IT leaders will need to innovate in engaging customers on all channels and have the metrics to choose the right projects, the Company said.

“Marketing may fill the sales funnel, and the sales department can close a deal, yet it is the overall impression of the enterprise generated by the quality of customer service that differentiates one enterprise from another,” said Michael Maoz, vice president and distinguished analyst at Gartner.

“Translating this general and departmental customer engagement concept into operational components across the enterprise is transforming the definition of customer service from an isolated function into an enterprise objective delivered across all points where the customer “touches” the business.”

Gartner has made a number of predictions about mobile customer service, including:

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By 2017, One Third Of All Customer Service Interactions Will Still Require The Support Of A Human Intermediary.

Automation and intelligence agents are reducing the percentage of customer support interactions that require a human to solve.

However, the pace of introduction channel choice (such as sensors, virtual customer assistants, advanced search, kiosks and in-line video chat) and the focus on personalized customer experiences will require companies in most industries to retain a highly trained core of customer service professionals.

Looking across industries and the world, nearly 60 percent of customer service interactions required the intervention of a human support agent in 2014.

Gartner predicts that this will be cut nearly in half over the next 24 months through more radical self-service, communities, alerts and mobile devices.

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“Businesses need to focus on what key customer experiences would benefit from customer engagement with a human,” said Mr. Maoz. “It is important to poll customers and internal stakeholders such as those in marketing, sales, customer support and inventory/shipping/billing, where the availability of a human customer support representative can mean the difference between a sale or no sale, the acceptance of an offer or its rejection, and/or a quality customer experience.”

By 2018, Five Percent Of Customer Service Cases Will Be Initiated By Internet-Connected Devices, Up From 0.02 Percent In 2014.

The installed base of “things,” excluding PCs, tablets and smartphones, will grow to 26 billion units in 2020.

By this time, a home could have more than 500 smart objects collaborating in a personal Internet of Things (IoT).

As things, places, people and systems become increasingly connected, the ability to monitor operations, statuses, service levels and many other metrics become possible. The added connectivity, communications and intelligence of things make many of them agents for services that are currently requested and delivered through people.

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“The explosive growth of the IoT and associated use cases will bring a transformational change in the customer service space.” said Olive Huang, research director at Gartner. “A number of industries will be the front runners in this trend, such as manufacturing, healthcare providers, insurance, banking and securities, retail and wholesale, computing services, government, transportation, utilities, real estate and business services, agriculture and communications.”

More Than 100 Of The 500 Largest Global Businesses Will Introduce Video-Based Chat By 2018 For Customer-Facing Interactions.

Driven by the fast growth of mobile devices and companies’ sense of urgency to deliver excellent customer experience as a competitive differentiator, video chat for customer interactions is rapidly rising toward an innovation peak.

Entering 2015, Gartner estimates that more than 50 of the 500 largest global businesses will introduce video-based chat by 2018 for customer-facing interactions.

This is set to double in three years.

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“Video chat provides customers with a richer sense of presence, personalized experience by helped coordination of communication and the support of emotional expression, and the real-time sharing of content,” said Brian Manusama, research director at Gartner. “Video, enabled by increased bandwidth, has been out there in the marketplace for some years. The past year, an increased number of vendors have embarked on this trend with either point solutions or are integrated in current solution suites. This is a trend that will continue in 2015.”

 

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E-Business

Cyber Resilience a Critical Priority for Manufacturing Amid Rapid Digitalization – Report Shows

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As 60% of manufacturers race toward full digitalisation, cyber risk is increasingly manifesting as a business risk, according to a new global report by Kaspersky and VDC Strategy.

This means cybersecurity is not merely a compliance function, it is a cornerstone of production assurance, safeguarding uptime, quality, and operational continuity.

Manufacturers are modernising to deliver safer, more consistent and more cost-effective production and digitalization is moving fast: just 9% of organisations describe themselves as fully digital today, but 60% expect to get there within two years, according to the joint report by Kaspersky and VDC, titled ‘Cyber Resilience, Built for Manufacturing’.

That shift links shop-floor equipment, production lines and site operations to platforms such as Manufacturing execution systems (MES), Supervisory control and data acquisition (SCADA) and historians, turning many plants into cyber-physical systems (CPS), where a digital disruption doesn’t stay digital. It can slow production lines, quarantine work in progress, invalidate traceability records, or halt production outright.

What’s driving manufacturing digitalization?

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Manufacturers are digitising for measurable operational gains, not novelty. Survey respondents identified the primary drivers of their digital transformation strategy as:

  • Improving production output or efficiency (24%)
  • Reducing operational or production expenses (15%)
  • Enabling new strategic opportunities (14%)
  • Improving cyber resilience (13%)

The same connected systems that unlock these gains, including MES, IIoT sensors, automated material handling, remote engineering access, also become the systems that determine whether production can be trusted to keep running.

Cyber risk is now a business risk

Cyber risk has evolved from a mere IT concern to a direct threat to revenue generation, as environments transform into cyber-physical systems. In these integrated settings, digital disruptions like malware no longer just affect data, they can cause unsafe operations, scrapped batches, and halted production on the plant floor. This shift highlights the urgent need to treat cybersecurity as a key part of operational resilience.

According to the report, nearly 60% of manufacturing organisations estimate that cyber incidents cause damages exceeding $1 million per event, with an average disruption of 15.3 hours. The most significant losses often result from production halts, missed delivery commitments, and penalties, rather than just forensic costs.

In this context, downtime links cybersecurity risks to overall business performance. Cyber incidents can reduce Overall Equipment Effectiveness (OEE), strain staffing, and disrupt supply chains. Recovery involves more than system restore, it requires re-establishing confidence in process parameters, quality records, and traceability before resuming operations.

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Mature cybersecurity programs now incorporate OT security into governance, focusing on metrics valued by production leaders such as time to restore, backup confidence, legacy asset coverage, and safe degraded operation. This alignment ensures cybersecurity supports continuous production and resilience, not just IT compliance.

However, challenges remain due to split ownership. While 59% of organisations’ IT departments manage security policies, these often overlook plant realities. Managing many security tools (44%) and OT patching issues (38%) show that cybersecurity must be embedded into daily routines of production, engineering, and quality teams. Only through such integration can cybersecurity effectively enhance operational reliability and defend against evolving threats.

“As manufacturing environments become increasingly interconnected, cybersecurity shifts focus from merely adding protective layers to ensuring the availability, resilience, and integrity of production processes. The goal is to minimise operational impact and speed up recovery, rather than solely preventing intrusions.

“Kaspersky offers a unified ecosystem that integrates IT, OT, and IIoT security, empowering manufacturers to pursue digital transformation securely. This strategy helps maintain operational continuity and reduces long-term cybersecurity costs,” comments Andrey Strelkov, Head of Industrial Cybersecurity Product Line at Kaspersky.

To implement this strategy, manufacturing companies can leverage solutions from the Kaspersky OT Cybersecurity Ecosystem, centered around Kaspersky Industrial CyberSecurity (KICS), a native Extended Detection and Response platform designed for critical infrastructure protection. KICS enables centralised detection and response to complex attacks across the entire industrial network, ensuring comprehensive visibility and security.

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NDPC Probes UNILAG, Lotus Bank, Hackerbella over Alleged Students’ Data Misuse

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Nigeria Data Protection Commission (NDPC) has commenced a forensic investigation into the University of Lagos (UNILAG), Lotus Bank and Hackerbella Ltd over alleged violations of data protection laws involving students’ personal information.

NDPC Probes UNILAG, Lotus Bank, Hackerbella over Alleged Students’ Data Misuse

The investigation follows public complaints alleging that students’ personal data were used to open bank accounts without a lawful basis.

Dr Vincent Olatunji, national commissioner and chief executive officer of the NDPC, directed the investigation team to conduct a comprehensive assessment of the circumstances surrounding the collection, processing, use and disclosure of the affected students’ personal data.

The investigation will also determine the respective roles and responsibilities of UNILAG, Lotus Bank and Hackerbella in the alleged processing of the data.

According to the Commission, the investigation will assess the data protection compliance obligations of the parties under the Nigeria Data Protection Act, 2023 (NDP Act), as well as potential risks posed to the rights and freedoms of the affected data subjects.

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The NDPC said the probe would cover several areas, including Data Protection Impact Assessments (DPIAs), the lawfulness and transparency of credit scoring or profiling activities, and the use of automated decision-making systems.

It will also examine the adequacy of privacy notices, data-sharing arrangements, lawful bases for processing, data minimisation and purpose limitation.

Other areas include data retention policies and the adequacy of technical and organisational measures put in place to safeguard the rights and personal data of affected students.

The Commission reiterated that institutions entrusted with the personal data of students, staff and other members of their communities have a heightened responsibility to ensure that such information is processed lawfully, fairly, transparently and securely.

The NDPC therefore warned educational institutions that are yet to comply with its existing data protection compliance directives to take immediate steps to achieve compliance.

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The Commission said it would continue to exercise its regulatory mandate to protect the privacy rights of Nigerians and ensure that organisations processing personal data comply with the provisions of the Nigeria Data Protection Act, 2023.

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Microsoft to Unveil Next-generation AI Chip in September

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Microsoft is planning to unveil its new Maia 300 AI chip this fall, potentially as soon ​as next month, The Information reported on Monday, citing ‌people with direct knowledge of the plans.

The company introduced its Maia AI chip in November 2023 but has lagged rivals such as Alphabet and ​Amazon in scaling up its in-house chip efforts as ​it seeks to reduce its reliance on Nvidia’s costly ⁠processors.

Google began recognizing revenue from direct sales of its custom ​AI chips, called Tensor Processing Units, in the quarter ended June, ​while Amazon has also seen growing adoption of its processors, including its Trainium chips.

Microsoft has been in talks with chipmaker TSMC to secure manufacturing ​capacity for more than 300,000 units of the chip for ​delivery in 2027, according to the report. It is also looking to significantly ramp up ‌production ⁠and persuade major cloud customers such as Anthropic to adopt the chip.

Microsoft ultimately ​aims to ⁠secure capacity for more than 1 million Maia 300 chips, though component supplies and ongoing capacity ​negotiations with TSMC could constrain its plans, according ​to the ⁠report.

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It unveiled its second-generation Maia 200 in January, built by TSMC using 3-nanometer technology.

Microsoft packed the chip with a significant amount of ⁠SRAM, ​a type of memory that can provide ​speed advantages for AI systems handling large numbers of user requests.

 

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