Published By: Genesys
Published Date: Jun 08, 2018
Artificial Intelligence (AI) is staggering in its speed of handling simple requests and automating conversations. But AI solutions are not enough for the best customer experiences. Human emotions sometimes demand the human touch that only live agents can provide.
Kate, Customer Experience AI by Genesys, combined with the power of human touch can improve customer experience, empower employees and dramatically reduce costs. This seamless combination of AI technology and humans, or “Blended AI by Genesys,” addresses the entire customer journey for the best possible outcomes.
Download the eBook and learn how Kate and Blended AI lets you:
• Personalize self-service
• Connect customer conversations
• Create smart agent experiences
• Start small and deploy fast with Microapps
Published By: Genesys
Published Date: Jun 11, 2018
When you can anticipate customer needs, you can provide a customer experience that reduces frustration, increases satisfaction and creates better business results.
Genesys Altocloud uses live analytics, powered by machine learning, to give you real-time insight into the customer experience. You can anticipate customer behavior, personalize journeys and use feedback to continuously tune your analytics to achieve desired business outcomes.
Download the white paper and learn how to make better use of your analytics:
• Automate responses that optimize the journey
• identify and engage with customers before they contact you
• Use predictive analytics and machine learning to drive outcomes
PSD2 puts accountability for unauthorised or fraudulent payments squarely on payment service providers. PSPs are now obliged to confirm their customer’s identity robustly when making payments and when managing their accounts. But these measures threaten to put barriers in the way of the frictionless journey that customers want.
As the pace of business continues to quicken, companies are starting to recognize that to stay competitive the process of developing and releasing software needs to change. Release cadence has greatly accelerated. There is no occasion anymore for a 6- to 18-month find-and-fix turnaround in which the customer will find the delay acceptable.
Things need to move faster, and they need to be ready and perfect faster.
Transforming to continuous testing is a journey, just like agile and DevOps was and still is. Companies and their IT teams will encounter setbacks, which must be anticipated and accepted.
This is why planning is essential at every step in the continuous testing journey.
Download this whitepaper to find out how CA Technologies can help your business today.
Because you don’t just deliver content. You deliver a customer experience.
We're honored that once again, we've been positioned as a leader in Gartner’s Magic Quadrant for Web Content Management (WCM). We believe this validates Adobe Experience Manager as a forward-thinking vision of what content management can be throughout an entire customer journey. And with the integration of Adobe Experience Cloud and Adobe Creative Cloud, we offer more than a content management platform. It’s a content management powerhouse.
Read the report and learn about Adobe Experience Manager’s strengths according to Gartner — and how you can bring those strengths to your own customer experiences.
Published By: Uberall
Published Date: Oct 08, 2018
Your store locator is a critical component on your website; it’s the moment of truth when an online shopper becomes and offline customer. And while it may seem like a simple tool, there are several key factors that will transform the user experience from functional to best-in-class. See how you can optimize this key aspect of your customer journey.
Digital kiosks are fast becoming ubiquitous in quick-service restaurants, cinemas and retail stores as retailers grapple to embrace automated, digital solutions to keep up with rising labour costs, customer expectations and stiff competition. To maximise the value of self-ordering kiosks, retailers should not perceive digital kiosks as a means to an end but a critical touchpoint within the customer journey.
Download the whitepaper to discover how the new generation of self-order kiosks—
• Can resolve the challenges of acquiring, training and maintaining a workforce
• Can enhance customer experiences throughout the entire shopping and purchasing process
• Can facilitate better business decision making through access to valuable customer data
The explosion of digital channels is creating a widening gap between classic single click attribution and the reality that marketers face when planning cross-channel campaigns with multiple touch points across many digital screens. This Aprimo White Paper will demonstrate some of the ways marketers can transform attribution and better manage marketing spend, improve planning and enhance the customer journey.
In a B2B era saturated with talk of hyper-informed customers self-navigating the fabled buyer’s journey using multiple interconnected channels and devices, one topic remains steadfastly critical: branding. Despite dazzling new cosmos of B2B marketing, branding more than ever is central to B2B sales.
Like the oxygen we breathe, journey analytics brings life to the customer behind those devices, over time getting to know their favorite pastry choice, when they’re most likely to buy gas, and how long they stay online while in the station’s café.
If you want your customers to enjoy seamless, personalized experiences, you need to treat them like people. That means marketing to the person — not the device. When you know a customer’s interests, wants, and needs — perhaps even before they do — you’ve succeeded at becoming a true experience business. For some, this may require a shift from analytics as a tool to analytics as a way of life. It may also mean evolving corporate or office culture.
As channels fragment and consumer identities multiply, businesses are struggling to achieve a single customer view. This guide provides actionable strategies to achieve this “holy grail” to better understand your audience, build relevant experiences and grow customer relationships.
Get tactics and examples to help you:
Identify your customers across channels and devices
Manage today's volume and variety of customer data
Integrate and apply data across marketing campaigns
Build more personalized customer journeys
From awareness to consideration to intent to conversion, marketers can now track campaigns at an extremely detailed level. Learn how to align the right programmatic tactics and metrics for each stage of the customer journey.
Published By: Genesys
Published Date: Apr 07, 2017
Choosing the right technology to design and orchestrate customer engagement across all digital channels and voice is key to delivering on customer expectations for effortless omnichannel experiences.
Read this eBook to learn how to:
- Modernize your contact center infrastructure, increase workforce efficiency and deliver personalized customer experiences
- Orchestrate omnichannel customer journeys with a single platform for all digital channels and voice
- Evaluate the top five capabilities of a Customer Experience Platform
Published By: 8x8 Inc.
Published Date: Aug 15, 2017
This paper outlines the difficult challenges faced by all businesses in creating exceptional customer experiences. And discusses the value of a contact center that supports all channels, disaster recovery and data analytics. Contact Centers today must manage cultural change throughout the organization to truly meet customers’ expectations. Read on to learn best practices for taking the lead in creating customer journeys that engender loyalty, delivers satisfaction, and drives revenues.
Competition is growing fierce for restaurants — and not all of it comes from other
local dining establishments. With grocery stores and meal kit services offering
additional convenient and affordable dining options for customers to choose from,
and with many restaurants turning to faster and smarter automation methods to
power their operations, now is the time for your restaurant to step up its game.
Ultimately, what your restaurant needs to do is offer a complete experience for your
guests. The only way to effectively do this is to understand the whole diner journey
and how the decisions you make along the way affect it.
80% of store customers begin their journey to your store online.
Retailers need to capitalize on the new digital-to-store customer journey. To identify and convert online shoppers who prefer to purchase in-store, you need to understand offline intent.
In this guide, we answer these questions:
? What is offline intent?
? Why does it matter?
? What can brands and retailers do to capture it?
In the world of Amazon, the future of retail may seem uncertain.
With a 57% decline in brick-and-mortar traffic over the last five years, increases in store closings, and a growing number of retail bankruptcies, today’s retailers face many challenges. The truth is that while you can’t beat Amazon, you can survive in the digital era — but you need a completely new strategy.
In this e-book, you’ll learn:
? Why e-commerce alone can’t save you
? Why 80% of store customers start their journey to your store online
? How the modern customer journey changes everything
? Which customers you need to captivate
? How to leverage digital to drive in-store sales
Customer Experience (CX) has become a critical differentiator for companies. Consulting company Forrester has declared that we are in the “Age of the Customer,” and Gartner argues, “A superior
customer experience is one of the few remaining means of sustainable competitive differentiation as the effects of globalization take their toll.”
Despite its widely-recognized importance, CX continues to be a loosely-defined concept, with each organization seeming to have its own definition. Approaches to the discipline and the arrangement of CX teams and related roles vary widely from business to business, leading to some confusion within organizations trying to select a CX approach.
Whether you are just starting your company’s CX journey or you are well on your way, this white
paper will help you develop a thorough understanding of the discipline and the many ways
organizations view and implement CX strategies, processes, and technologies.
We’ll start by defining customer experience and its im
Health and beauty products have always been personal and emotional purchases. More than in any other sector, consumers want products to reflect their individuality and expect them to be tailored to their ever-changing preferences, as well as their appearance and personal goals.
Customer Engagement is a huge area of interest today, and a subject that countless marketers are talking about.
One thing above all is clear: the Engagement Economy provides incredible opportunity for brands. Those organizations that are willing to provide value and put the customer first will rise above the rest. To conclude, we highlight some of the key areas you should focus on:
Create an effortless experience —understand customers, and use this knowledge to deliver the right level of personalized service every time.
Make it easy to engage —offer a range of ways for customers to contact your organization to provide flexibility and meet the demands of a diverse customer base.
Go the extra mile —creating memorable experiences can pay off and be rewarded by brand champions telling friends and family, engaging on social media and writing positive reviews.
Financial services customers are increasingly going digital, but human assistance continues to play a pivotal role — especially in the purchase journey — and many banks still only allow customers to get this assistance over the phone or in a branch. To improve the customer experience, increase the productivity of frontline experts, and increase sales, eBusiness and channel strategy executives should consider weaving human advisors and digital technologies together with video banking. Success will require more than just a simple video call. eBusiness and channel strategy executives need to ensure that video banking capabilities let prospects collaborate effectively with an expert when and where they choose and that experts are supported by the right processes, tools, and training.
Published By: MuleSoft
Published Date: Jul 13, 2018
"Omnichannel is becoming more than connecting system A to system B - but rather preparing for the future as new channels continue to arrive. By leveraging an API-led approach, organizations can develop more meaningful (and valuable) relationships with their customer and improve customer engagement—moving beyond transactions through multi-channel engagement.
This whitepaper outlines why and how to develop an omnichannel strategy. Accenture and MuleSoft are uniquely positioned to help companies realize the revenue potential and capture the operational synergies of an omnichannel strategy.
Read this whitepaper to discover:
-How API-led connectivity leads to developing an omnichannel strategy
-Case studies of Accenture and MuleSoft customers who achieved strong business outcomes with omnichannel
-How to accelerate the omnichannel journey with an application network"