As an executive-level guide to consumerism in clinical integration, A New Meeting Place offers critical insights into healthcare consumerism as it relates to convenience of care, technology integration, and pricing competition and transparency.
More connected, informed and demanding customers have the financial services sector looking closely at their processes and products. Collaborative digital platforms can transform your value network and approach.
• Improve data insights: Transform legacy systems, manual processes and data silos for consumer-centric collaboration.
• Compete with agile FinTech startups: Use disruptive technologies to meet clients’ changing needs.
• Empower me to make my own decisions: Give self-directed customers exceptional experiences, like rapid enrolment and self-assessment tools.
• Turn regulatory compliance to competitive advantage: Use digitization to improve compliance, reduce risk and enhance governance.
• Improve customer experience through digitization: Reduce regulatory issues, gain insights, increase efficiency and customer-centric innovation.
I invite you to download your targeted industry analysis and uncover the expectations to take into account at every stage to be disruptive in the age o
Prepare your business for the future of customer service.
In a world where price and product can easily be matched, customer experience has become a key brand differentiator. It’s never been more important to understand customer expectations, perceptions, preferences, and trends.
The 2017 Microsoft State of Global Customer Service report found that customer service impacts brand choice and loyalty for 96% of consumers around the globe. The 32-page report offers insights from 5,000 survey participants.
Learn how you can stay ahead of the competition and earn customers for life with intelligent customer service. Find trend details and actionable data on:
The growing importance of service in a customer’s choice of or loyalty to a brand
The most important aspects of a good customer service experience
The most frustrating aspects of a poor customer service experience
Expectations of the millennial customer segment
Channel preferences based on geography
Customer expectations for self-serv
If you're still struggling to understand how social really impacts your brand health, it's time to get focused. This step-by-step guide shows you how brands win big by engaging consumers in the purchase path.
Thanks to social, consumers are more vocal than ever and their opinions are influencing the purchase decisions of consumers all across the web. Learn how to turn social data into strategic business advantage with nine guiding insights to improve your bottom line today.
As social media use has grown, an urgent need has emerged to correlate the information generated through social data with existing consumer information, and integrate it with sophisticated data management systems. This white paper describes how organizations can blend social insights with more-traditional data in an integrated customer data hub to optimize social strategies and create outreach efforts, new products, and campaigns grounded in real-time, repeatable, automated, and scalable analysis.
Best-in-class FI marketers have embraced the power of signals. Through their everyday actions, consumers and businesses continually create signals for marketers like you. A signal is an indication of intent or behavior. Examples of activities that produce signals include making a purchase, searching online for information about a financial product, clicking on an ad, applying for a loan, and paying off debt. Each signal can be tracked, monitored, and acted upon. Reaching customers at the critical moment, in the right channel with the right message, requires keen insights about the signals they’re producing. Signals aren’t new to marketing. In fact, you may already be using new mover lists or even search engine marketing. Today, though, there is so much more valuable data available — if you know where to look and what to do with it.
This video demonstrates how IBM’s Behavior Based Customer Insight for Banking leverages predictive analytics to help you personalize customer engagement and deliver customized actions. The solution leverages advanced predictive models to analyze customer transactions and spending behavior to more deeply understand customer needs and propensities, anticipate life events, and help provide a unique customer experience.
Learn new ways of analyzing digitally connected customers-from dynamic segmentation to the use of advanced analytics. With predictive tools, banks can analyze transactions and spending behavior to better understand customer needs, anticipate life events, and provide a unique experience.
Many brands are struggling to keep up and are losing ground as consumers demand higher levels of service through a more digital experience. Making matters worse, these changes are driven by a massive generation that is notoriously difficult to engage. Winning consumers over today requires building new capabilities that make brands more agile and provides deeper, more intimate knowledge of buyers.
Published By: ServiceNow
Published Date: Jan 17, 2017
A self-service experience helps IT and business users do more, and do it better, at a lower cost
This eBook, “Consumerize the User Experience,” distills insights from the ServiceNow user community that can help you rapidly deploy an improved self-service experience while maximizing your short, medium, and long-term benefits.
Learn best practices to:
• Create a self-service portal where users can report issues, make requests, ask questions, and check request status
• Define the service catalog to accurately reflect details of supported services, such as: scope, cost, service level agreements (SLAs), dependencies, and more
• Automate knowledge sharing for better service and less hunting for information
1.Meet the new consumer
The migration to mobile and social media will challenge — and change — everything we know about consumer marketing.
2. Who owns your brand?
Brand equity can no longer be bought. Online reviews now generate total market transparency for location-based businesses. Reviews tilt the balance of branding power away from companies and into the hands of customers.
3. The battle for brick-and-mortar customers is won or lost on the social web. To win, marketers must actively enlist customers as online advocates. Those who scale online review volume and quality will be rewarded with higher search visibility and more business at street level.
4. “Dark data” provides priceless operational insights
Vast amounts of unstructured, unmined sentiment data on social media provides feedback about the customer experience that you can filter using thematic analysis and use to improve operations at the national or location level.
5. Business implications
Online reputation stands betwee
What does it take to be relevant today? In the era of hyper-connectivity, consumers
have become entitled, demanding more control over their experiences and
expecting that marketers use data and insights to create a seamless, relevant brand
experience. Research shows that communications containing relevant information
and offers are the best drivers of brand loyalty and conversions
Context can make or break the communication – and, ultimately, the relationship – between
a consumer and a brand. Today’s consumers expect relevant communications that speak
directly to their needs in the moment. We have the technology today to deliver such messages –
but there are significant barriers to developing relevant, contextual programs of this kind.
Some of the development challenges represent new versions of old challenges. Take data as an
example: it has always been hard to harness data from different sources and to leverage insights in
real time. But today, there are additional opportunities – if not expectations – for marketers to use
contextual data to better reach and engage customers through the optimal channel(s).
Consumers equipped with smartphones expect fast, convenient and uniquely relevant shopping experiences in store and online. As a result, one-third of shoppers are not satisfied with the in-store experience, turned off by everything from chronic out-of-stocks to cookie-cutter products and marketing messages that speak to the masses, as opposed to them as individuals.
In turn, retailers are empowering front-line associates with tools designed to add newfound conveniences, such as locating inventory without having to leave a shopper’s side, to texting them curated product offers based on in-store and online buying patterns and preferences
These are just a few of the insights found in Zebra’s 10th annual shopper study, which surveyed nearly 7,500 consumers from North America, Latin America, Asia-Pacific, Europe and the Middle East to gain a deeper understanding of shopper satisfaction and retail technology trends that are reshaping brick-and-mortar and online stores.
Published By: Resonate
Published Date: Jan 24, 2018
Brands have never been so fragile. The way we find, consume, and share information has changed dramatically in the past 10 years. Traditional customers have been replaced by a more demanding, less loyal breed of customer, and the explosion of channels makes attracting and retaining this new consumer even harder. Digitally savvy buyers are more likely to base their purchasing decisions on relevant customer experiences than on a logo. Even as these device-hopping consumers’ behaviors and preferences change at a dizzying pace, there's still an expectation for a consistent, meaningful experience — but if it's not optimal their perception of value drops and they disengage.
So how can brands serve and delight smart customers across different channels and devices? Marketers must move beyond insights based on consumer demographics, transactional behavior, browsing habits, and intent.
Published By: SAP Inc.
Published Date: Jul 28, 2009
While historically consumer packaged goods (CPG) organizations have made significant investments in data collection and integration, much of the data stored in their IT infrastructures has not been analyzed or deployed to further the firms' business performance. Those enterprises that learn to effectively harness the vast quantities of information generated by their IT systems - both within and outside the corporation - will enjoy a substantial competitive advantage.
Every day, the Turn marketing platform collects massive amounts of data on consumer behavior, resulting in an unprecedented level of game-changing insights. Download this report to learn about the Digital Elite, the world's most valuable audience.
Download Aspect’s newsletter, “Serving and Engaging the Digital Consumer - from Self-Service to Agent-Assisted” for insights on how the cloud, omni-channel communications and mobility are revitalizing customer self-service. Included is a complete copy of the latest Gartner Marketscope for IVR Systems and Enterprise Voice Portals, which provides insights on the state of the market and top vendors.
Download to learn more!
Published By: LogMeIn
Published Date: Jan 15, 2014
The following industry forecasts and findings highlight mobile’s growth potential and each on their own should merit merchants’ attention. Learn more about the potential of mobile growth through this whitepaper.
The “New Mobile” era is here. What are the top 10 insights in this growing market? And how can you capture its value? Find out in this Cisco® Internet Business Solutions Group (IBSG) survey of 1,060 Canadian mobile users.
The exponential growth of omnichannel shopping and ever-burgeoning demand for faster merchandise deliveries is redefining the supply chain’s distribution of consumer products goods. A seminal shift in how shoppers increasingly buy via multiple touch points — online from desktop computers, mobile devices and in-store — has created the need for the “smarter” warehouse to serve today’s connected consumer. As retailers look to merge their brick-and-mortar and online operations to cut costs and boost efficiency, warehouse management systems must keep pace. For this report, Zebra Technologies analyzed the state of the warehousing marketplace among firms in the US and Canada with at least $15 million in annual revenues. The online survey asked IT and operations personnel in the manufacturing, retail, transportation and wholesale market segments to share their insights and business plans over the next five years, in light of a rapidly changing industry.
To better understand competitive retail dynamics and help guide
retailers’ strategies, Cisco undertook a comprehensive, three-pronged research project, the fifth annual installment of our retail industry analysis. It comprised:
1. A survey of more than 6000 consumers (all having Internet access) 2 in 10 countries: Australia, Brazil, Canada, China, France, Germany, India, Mexico, United Kingdom, and United States.
2. In-depth interviews with industry thought leaders—analysts, authors, and innovators including Leslie Hand, vice president, IDC
Retail Insights; Michael Olmstead, director, Plug and Play Retail; and Doug Stephens, founder, Retail Prophet
3. An IoE retail economic model drawn from an analysis of the data and lessons learned from Cisco customer engagements.