Market Watch

(Image credit: Getty Images) Consumers are placing increased pressure on enterprises to improve user experiences and update clunky legacy technology, according to new research from Pegasystems and YouGov. More than three-quarters (77%) of surveyed consumers said organizations should invest in improved interactions with customers, while over two-thirds (69%) feel companies are more interested in driving profits with tech investments than improving customer experience. Many consumers feel this is a problem that has deteriorated in recent years, with 56% describing the difficulties of interacting with businesses as worse now than they were a decade ago. Over a quarter (26%) strongly agreed this was the case. Consumers complained of several issues, including slow, siloed customer service operations. Nearly two-thirds (63%) said customer service wait times were their top pain point, while 40% said customer service agents lacked the information needed to provide good service. Website and app disruption is also a leading problem, with just under a third (29%) saying they are frequently told by customer service agents that systems are down or not working correctly. 28% say that websites and apps they use to interact with businesses are slow or have crashed. All this affects bottom lines for enterprises, Pegasystems […]

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Bank of America acquired Merrill Lynch in January 2009. Merrill Lynch has named Casey Franz as its new head of platforms and capabilities. Franz will lead digital transformation strategy and ongoing enhancements to the firm’s platforms, said Merrill, describing a “high tech and high touch” client experience delivered by its advisors. Franz replaces Kabir Sethi, who left the role late last month to lead LPL Financial’s wealth management solutions group. She will report to Merrill Chief Operating Officer Kirstin Hill and work closely with Christian Kitchell, chief experience officer for the company’s wealth management businesses. Casey Franz Merril Lynch Casey Franz “We are continuously investing in and advancing our digital capabilities to surpass the expectations of clients and advisors,” Hill said. “Casey’s experience and track record leading transformative initiatives make her the ideal person for this role.” A graduate of Virginia Tech university with degrees in finance and accounting, Franz has been with Merrill for 11 years. She served as managing director of operations optimization before heading up Paycheck Protection Program forgiveness and SBA loan review for Bank of America for the past two years, according to her LinkedIn profile. Having held a variety of digital, client service, product […]

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The digital transformation of healthcare services Credit: PTD – adobe.stock.com Healthcare organisations are constantly evolving to meet both market and patient demands. In 2019 before the COVID pandemic, patients in the United Kingdom spoke to their General Practitioner (GP) face-to-face in 70% of their appointments, and 30% by phone, video or online. At the peak of the pandemic, this flipped: only 30% of appointments were in-person, while 70% were remote. Even though this percentage has decreased since the height of the pandemic, remote appointments give patients an alternative way of reaching their healthcare provider and is especially useful in situations where they may be unable to attend in-person. But the digitalisation of the industry goes beyond just appointments – in fact, it is helping to shape more streamlined, effective services in several key ways. Enhanced data management achieved through the latest technologies is helping healthcare institutions to store and analyse medical data much more effectively. This can lead to faster diagnostics, and more tailored provision of care to patients. Data collected by wearable technology and other connected devices is also supporting the remote monitoring of patients, enabling providers to detect any falls or warning signs of illness. These digital […]

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The MSc will equip students for roles such as technology strategists, digital consultants and transformation managers. Alliance Manchester Business School is launching an MSc in Digital Transformation, to meet the growing demand from employers for these skills Organisations everywhere are racing to modernise their systems and processes with the latest digital technologies. With new services launching at a rapid pace, businesses are growing accustomed to a continuous cycle of digital transformations. However, introducing new technologies such as AI, blockchain, and APIs, or new software applications can go awry if not carried out effectively, leading to a failure to reap the desired benefits or even an organisation-wide meltdown. Qualified professionals who can oversee the introduction of new technologies and make sure they run smoothly and in line with the overall business strategy of the organisation are becoming much sought after. To help train a new generation of digital specialists, Alliance Manchester Business School (AMBS), at The University of Manchester, is launching a one-year master’s in Digital Transformation . “We’re teaching students to become the digital leaders of tomorrow,” says Andrea Lagna , programme director. “With this programme, we’re providing the foundational knowledge for our students, so they are well-equipped to […]

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20/15 Visioneers HEREFORD, PA — Paperless Lab Academy® (PLA®) has joined forces with 20/15 Visioneers in a groundbreaking partnership to revolutionize laboratory digital transformation. The collaboration is set to elevate future PLA® conferences by fostering innovation, seamless digital system integration, and change management for laboratories worldwide. The partnership focuses on advancing scientific informatics and data management, equipping laboratories with cutting-edge solutions and best practices for digitalization. Thought leaders, innovators, and industry experts will come together at PLA® conferences to share insights and strategies for navigating the rapidly evolving landscape of laboratory technologies. Isabel Muñoz-Willery, Ph.D., founder of NL42 Consulting and director of the PLA® Conferences, emphasized the event’s dedication to delivering high-quality content and fostering active networking opportunities. “We are thrilled to join forces with 20/15 Visioneers and pool our collective expertise in laboratory automation and digitalization,” said Muñoz-Willery. “This partnership supports the expansion of the PLA® Conferences to reach every laboratory in every industry.” PLA® conferences, already recognized for their excellence in Europe, the USA, and India, will benefit from 20/15 Visioneers’ global reputation for delivering compelling virtual events and innovative networking experiences, such as their Pathfinders™ outdoor sessions. “We are excited about this synergistic endeavor and look […]

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The accelerating demand for critical minerals, fuelled by digitalisation, AI and the global energy transition, is reshaping the international trade and investment landscape with projections that ‘insatiable demand’ for certain minerals could surge to 75 times current levels by 2050. Image courtesy: DMCC Report titled ‘The Critical Minerals Race: Trade, Supply and Transition’ finds that supply chain fragmentation and regionalised extraction are exposing trade vulnerabilities, with nations and industries racing to secure critical minerals access The UAE and MENA region to develop competitive trade advantages owing to legacy mining, low-cost and clean energy, and investments in mining extraction and processing Full report available for download here Dubai, UAE: The accelerating demand for critical minerals, fuelled by digitalisation, AI and the global energy transition, is reshaping the international trade and investment landscape with projections that ‘insatiable demand’ for certain minerals could surge to 75 times current levels by 2050. Titled ‘The Critical Minerals Race: Trade, Supply and Transition’, the special edition Future of Trade report by DMCC – the leading international business district that drives the flow of global trade through Dubai – highlights the unprecedented demand for resources such as lithium, cobalt, nickel and rare earth elements to meet […]

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Sonoco Products Sonoco Products Company (“Sonoco”), a global leader in sustainable packaging solutions, has announced the launch of its cutting-edge Performance Hub in Hyderabad, India. This multi-million-dollar facility is a key milestone in Sonoco’s commitment to innovation and digital transformation, aimed at enhancing its technology leadership and creating meaningful opportunities for India’s vibrant talent pool. The cutting-edge facility, with an investment of up to $10 million in the first phase of this strategic initiative, positions Hyderabad at the heart of Sonoco’s global strategy, leveraging the city’s growing technology ecosystem to drive innovation in packaging solutions worldwide. The Performance Hub is equipped with modern training environments, collaborative spaces, and advanced IT infrastructure. It focuses on utilizing data analytics, automation, and emerging technologies to drive breakthroughs in packaging design and manufacturing. Additionally, the facility is designed to nurture the next generation of talent, reflecting Sonoco’s belief that people build businesses by doing the right thing. Sonoco aims to onboard around 300 technologists over the next 12-18 months and grow to 500 over the next three years. In alignment with the company’s growth aspirations, the hub will provide local talent with opportunities to contribute to cutting-edge global initiatives, bridging India’s technology expertise […]

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George House Trust, a charity dedicated to supporting people living with HIV in the North West, has engaged Manchester-based digital agency Phoenix Digital to help deliver a more accessible and user-focused online presence. The digital transformation initiative includes a new website, which has just been completed, to improve how people interact with the charity, with a focus on addressing specific needs identified through in-depth research conducted last year. Phoenix Digital’s initial research project involved extensive one-on-one interviews, focus groups, and surveys, gathering insights from George House Trust’s diverse community. The findings, gathered from people of all backgrounds, ethnicities, employment statuses, and life experiences, revealed areas where digital improvements could significantly enhance access to support, information, and community engagement. READ MORE: Brewdog’s James Watt goes all Elon Musk with Shadow DOGE launch The digital transformation plan was carefully structured to support George House Trust’s mission of inspiring people living with HIV to live healthy, confident lives without stigma. The new website which is now live, integrates essential tools such as a donation platform, communication functionalities, and a CRM system to help streamline operations and provide a more responsive service to those in need. George House Trust’s vision, “a world where […]

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Your browser does not support the audio element. NA deputies agreed on the necessity of a resolution to establish a solid legal foundation for advancing scientific research, innovation and digital transformation, as key drivers of national development in the modern era. An overview of the 15th NA’s 9th extraordinary session on Monday. VNA/VNS Photo HÀ NỘI — National Assembly deputies on Monday discussed a draft resolution on piloting special policies and mechanisms to drive breakthroughs in science and technology, innovation and digital transformation. They included a proposal to introduce a civil liability exemption for damages incurred by the State during the implementation of scientific research and technological development projects. Speaking at the 15th NA’s 9th extraordinary session, some deputies agreed on a resolution being necessary in order to establish a solid legal foundation for advancing scientific research, innovation and digital transformation as key drivers of national development in the modern era. Contributing to the draft, Deputy Nguyễn Duy Minh from Đà Nẵng proposed extending liability exemptions to organisations and individuals responsible for investment, management and infrastructure use in science, technology, innovation and digital transformation – provided any losses or waste incurred are not due to corruption or misconduct. Deputy […]

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image credit: King Salman International Airport/ Huawei The King Salman International Airport Development Company (KSIADC) and Huawei have signed a Memorandum of Understanding (MoU) at LEAP 2025, marking a major step in the digital transformation of the aviation sector. The partnership aims to revolutionize airport operations and enhance passenger experiences by integrating cutting-edge Information and Communication Technology (ICT) solutions. King Salman International Airport, spanning 57 square kilometres, is set to become one of the world’s largest and most advanced aviation hubs. The airport will feature: Six runways and six terminals An iconic main terminal designed to redefine the passenger journey A dedicated private aviation hub A cargo and logistics center An integrated airport city , incorporating residential, hospitality, retail, entertainment, office, logistics, and industrial facilities This extensive development positions King Salman International Airport as a key global gateway for business, tourism, and logistics. Leveraging AI, IoT, and 5G for Smart Airport Operations The collaboration will integrate Artificial Intelligence (AI), the Internet of Things (IoT), and Private 5G-Advanced (5G-A) to enhance efficiency and passenger services. Key innovations include: An AI-powered digital guest platform to streamline passenger interactions, improve navigation, and offer personalized services Smart infrastructure solutions to optimize airport operations […]

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