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"Radical levels of customer service, which account for an average of 75 percent all customer interactions, threaten to undermine the customer's affinity for brands in 2012, according to Gartner, Inc. It is critical for customer service organizations to figure out how to harmonize customer service processes that sometimes happen with a human support agent, sometimes through self-service and sometimes by peer-to-peer community networks"

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"San Antonio-based USAA Savings Bank, which provides financial services to military personnel and their families, recently ended two months of weekly sweepstakes to promote their new Member 2 Member forum. Within USAA’s website, members can use the Member 2 Member forum to ask and answer questions, ask for help, and to share their USAA banking experiences with one another."

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To maintain a grip on application and device security, enterprises will clearly have to work harder. Gartner, for example, predicts that by 2011, 10% of all information technology spending will reside with employees. Employees will acquire their own technology and use it for work purposes - especially in situations where no clear policy is set. Employees are also set to customize 90% of the technology they use at work by 2015.

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