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customer journey

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Published By: The Economist Group     Published Date: Oct 10, 2019
With unprecedented choice and access to information, today’s customers demand an overall experience that matches their standards for product quality. In the Fourth Industrial Revolution, the definition of a “good” experience has changed. Customers demand not only relevant offers, but to feel truly known and understood as individuals. In a culture of immediacy, they also expect engagement at their exact moment of need. What’s more, this level of engagement is viewed as standard across the entire customer journey, prompting marketers to think well beyond their traditional domain.
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The Economist Group
Published By: Adobe     Published Date: Oct 10, 2019
In this white paper we discuss the opportunities and challenges associated with customer experience management and highlight three key areas of future focus for successful European marketing leaders: customer consent management in marketing in the light of GDPR; the future of AI-driven customer engagement in marketing; and customer journey management as the new mantra and operating model for marketing operations management. Our observations and conclusions are backed by rigorous research results based on a representative sample of telephone interviews with marketing leaders across Europe. We hope you enjoy this paper and would be interested to hear your feedback. We believe the paper provides the benchmarks and insights to guide the next generation of marketing domain digital technology deployments and beyond into enterprisewide customer experience management.
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Adobe
Published By: Adobe     Published Date: Oct 10, 2019
2019 may be the year where a strong CIO-CMO relationship moves from aspiration to imperative. The notion that marketing and IT should aim to strategically align themselves is not ground-breaking. But the reality of the CIO-CMO relationship is more complex, the route toward its success harder to traverse. When large enterprises are faced with digital transformation and customer-facing initiatives; too often, IT and marketing fail to collaborate well enough to create a competitive advantage. Or even enough to keep up with competitors. This whitepaper takes a deep dive into the CIO-CMO relationship. It was created to help marketing and IT decision makers learn how, together, they can make a realistic and immediate impact on the customer journey.
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Adobe
Published By: Citibank     Published Date: Oct 10, 2019
With unprecedented choice and access to information, today’s customers demand an overall experience that matches their standards for product quality. In the Fourth Industrial Revolution, the definition of a “good” experience has changed. Customers demand not only relevant offers, but to feel truly known and understood as individuals. In a culture of immediacy, they also expect engagement at their exact moment of need. What’s more, this level of engagement is viewed as standard across the entire customer journey, prompting marketers to think well beyond their traditional domain.
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Citibank
Published By: Adobe     Published Date: Oct 08, 2019
You cannot accurately predict what your customer will want next. Artificial intelligence can. WHY SHOULD THE TARGET AUDIENCE CARE? By 2020, businesses that use AI and related technologies like machine learning and deep learning to uncover new insights will take $1.2 trillion each year from competitors that don't. (Source: Forrester.) SUPPORTING CONCEPTS: At any moment, anywhere in the world, on any kind of device, a prospect or customer is raising her hand and saying, "I'm your best opportunity. Don't ignore me." She's telling you that by every action she's taken and every interaction you've had up to that point. You can consider each bit of data you've collected across her journey a meaningful expression of intent. And with that, you will know how to give her an experience that's above her expectations and beyond her imagination. You need many different technologies in your marketing stack to manage personalization, but AI makes them all work together seamlessly. You can: –
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Adobe
Published By: Adobe     Published Date: Oct 08, 2019
This consumer based research was designed to support Travel Brands globally by understanding critical shifts in both “customer mindset and behaviors”. Although this research is focused on Generation Z, we designed our full research around all of the generations for context: Boomer, Gen X, Millennials and Gen Z. If you would like to hear more about consumer habits and behaviors for what matters throughout the Travel Customer Journey, please reach out, we’re here to help.
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Adobe
Published By: MindTouch     Published Date: Oct 02, 2019
In the world of knowledge management (KM) vendor selection, it’s easy to promise the world. Often, it comes down two types of KM solutions: knowledge base software bundled into an existing CRM suite; and the standalone KM platform. Which is best? We’ve put together an exhaustive list to help you choose a solution capable of delivering service excellence across all customer-facing channels.
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customer journey, customer success, digital transformation, knowledge base, knowledge centered service (kcs), self-service
    
MindTouch
Published By: MindTouch     Published Date: Oct 02, 2019
The dynamics of the customer journey are constantly expanding and evolving. Traditional “company-first” approaches to delivering service excellence are no longer sufficient. Instead, today’s forward-thinking companies know that a more “customer-first” approach is best. Read our MindTouch-sponsored whitepaper by Lori Bocklund, President of Strategic Contact and experienced industry veteran, as she explores the ties between new self-service entry points and a strong foundation rooted in knowledge management.
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content strategy, customer journey, customer success, digital transformation, knowledge base
    
MindTouch
Published By: MindTouch     Published Date: Oct 02, 2019
Understanding the important role that your support content plays (i.e. help docs, user guides, FAQs, troubleshooting steps, product information, etc.) can help organizations avoid creating frustrating journeys for their customers who simply need help. Undervaluing how customers seek answers is a critical oversight. To understand why, it helps to examine the place they’re most likely to start: Google.
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content strategy, customer engagement, customer journey, customer success, digital transformation, knowledge base, online help, product documentation
    
MindTouch
Published By: Selligent Marketing Cloud     Published Date: Sep 24, 2019
Everybody in marketing is chasing today’s consumers as they hop from channel to channel on their digitally empowered customer journeys. Some marketers are more successful than others. Brands with integrated omnichannel touchpoints can let customers start researching a product on their laptop, receive related advertising on social, ask questions on chat, make the purchase on their phone, and pick up the product at their nearest store.
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Selligent Marketing Cloud
Published By: Adobe     Published Date: Sep 23, 2019
Forrester names Adobe as a Leader in customer analytics, according to the Forrester Wave: Customer Analytics Solutions, Q2 2018 report. SUPPORTING CONCEPTS: • We’re a Leader. But we won’t stop there. Adobe Analytics provides a superior product, executive vision, and strategy. We understand the needs of today’s marketers and customer insights professions, while staying ahead of the curve on future analytics trends. • Adobe Analytics fuels insight-driven customer experiences. Adobe has turned its mantra of “Make Experience Your Business” inward, by developing a marketer-friendly solution that doesn’t skimp on advanced analytical functionality. • Adobe Analytics excels at real-time conversion of insights into action, superior usability, and AI-powered customer journey analytics. • Adobe Analytics’ capabilities, such as Virtual Analyst, powered by Adobe Sensei, use artificial intelligence and machine learning to identify anomalies, contributing factors, and segment differences. What
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Adobe
Published By: Adobe     Published Date: Sep 23, 2019
An excellent CMS solution provides your business with the flexibility to grow into a broad experience delivery platform. It should enable your business to scale and add new capabilities as it grows, and easily integrate with other marketing technologies. Why should the target audience care? Customer expectations have increased. They now expect their in-store experiences to be continuous and consistent extensions of the online journey. And the online journey provides fast, dynamic, and interactive experiences. If your business is not well informed on what is needed from a content management solution, it may come up short on customer experience. A successful and growing business will choose a solution that helps them future-proof for emerging channels and effectively manage mature ones. Supporting Concepts: Navigate your business through the noise. Apply these questions and insights to your selection process and avoid the pitfalls of costly and rigid content management systems.
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Adobe
Published By: Adobe     Published Date: Sep 23, 2019
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. WHY SHOULD THE TARGET AUDIENCE CARE? Business struggle to gain a holistic customer view — the skills to identify actionable insights from multichannel data are in short supply. If they could gain a holistic view of customer attributes and behaviors, they could make sure they get the right content at the right time. SUPPORTING CONCEPTS 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 m
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Adobe
Published By: Intel     Published Date: Sep 20, 2019
More data means more opportunities to discover powerful, actionable insights around customers, internal processes, and the broad market. Unfortunately, legacy IT architectures and approaches can block progressive analytics efforts. That leaves a lot of room for improvement, and the learning and investment curve for starting in analytics can be steep. However, tending to three core steps will prove immensely helpful on this journey: • Establishing an organizational foundation • Mapping the data pipeline • Transitioning analytics proofs of concept into production
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Intel
Published By: F5 Networks Singapore Pte Ltd     Published Date: Sep 19, 2019
"Every kind of online interaction—website visits, API calls to mobile apps, and others—is being attacked by bots. Whether it's fraud, scraping, spam, DDoS, espionage, shilling, or simply altering your SEO ranking, bots are wreaking havoc on websites as well as mobile and business applications. But that’s not all: they’re also messing with your business intelligence (BI). They can skew audience metrics, customer journeys and even ad buys, making business decisions questionable and costly. According to Forrester, ad fraud alone was set to exceed $3.3 billion in 2018. Not all bots are bad. In fact, your business depends on them. Search engine bots, for example, give your web presence visibility and authority online. Other good bots help you deliver better customer experiences—perhaps a chatbot provides instant customer assistance on your site. What’s important is enabling the good bots and blocking the bad ones."
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F5 Networks Singapore Pte Ltd
Published By: SiteImprove     Published Date: Sep 13, 2019
Your website sits at the heart of successful customer journeys
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SiteImprove
Published By: Oracle     Published Date: Sep 12, 2019
The following guide looks at 6 characteristics that define today’s most compelling commerce environments, and how the right mix of adaptive, intelligent solutions can optimize performance and ultimately be your most intelligent associate, 24 hours a day, 7 days a week, anywhere in the world. Amp Up the Power of Commerce with AI and Analytics Bring the Customer Journey Full Circle Tap into Heightened Data Security and Privacy in the Cloud
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Oracle
Published By: MuleSoft     Published Date: Sep 09, 2019
Today’s digital era places strain on traditional financial firms, including increased customer expectations, the threat of disintermediation by market entrants, strict regulatory requirements, and more. How do banks, who face operational silos and aging systems, keep up? The answer lies in building a digital platform with APIs. In this session, hear directly from seasoned technologists to learn about the approach, tools, and operating model they use to successfully adapt and lead in the marketplace. Discover how to get more out of your existing legacy and cloud infrastructure and, in turn, deliver a flexible architecture that can easily adapt as new technologies emerge. During this session, you will learn: Why industry disruptions and increased customer expectations demand a bank that transforms into a digital platform. How an API-led approach to integration can help financial firms transform into digital platforms. SunTrust’s journey with MuleSoft’s Anypoint Platform and Salesf
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MuleSoft
Published By: SAS     Published Date: Sep 05, 2019
Envision this situation at a growing bank. Its competitive landscape demands an agile response to evolving customer needs. Fortunately, analytically minded professionals in different divisions are seeing results that positively affect the bottom line. • A data scientist in the business development team analyzes data to create customized • experiences for premium customers. • A digital marketer tracks and influences the customer journey for prospective • mortgage customers. • A risk analyst builds risk models for the bank’s loan portfolios. • A data analyst examines data about local customers. • A technical architect defines a new system to protect bank data from internal and • external cyberthreats. • An application developer builds a new mobile app for online customer portfolio • management. Between them, these employees might be using more than a dozen packages for analytics and data management.
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SAS
Published By: Rackspace     Published Date: Sep 04, 2019
In this hands-on guide, our AWS Amazing Minds share advice on how to navigate and optimise your cloud journey on AWS, tackling the 9 most common questions around upskilling on AWS, automation, DevSecOps, customised cloud and more. Our customers were the catalyst for creating the Amazing Minds series. Independent research combined with insights from our day-to-day business interactions, told us unequivocally that they wanted to be part of the journey. We also know that a secure and high-performing cloud journey is at its best when it’s a shared experience. Download the guide to see how you can achieve how performance outcomes on AWS, and save time and money whilst doing so.
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Rackspace
Published By: Marketo     Published Date: Sep 03, 2019
Across all industries, marketing increasingly plays a critical role in company growth. It is the marketer’s responsibility to help their organization retain, nurture, and increase their customer base—not an easy task. Having the right technology and skill set is essential to provide measurable ROI and deliver on the bottom line. Everything starts with the customer, and the tech needed to assist them on their buyer journey. By harnessing a well-considered MarTech stack, marketers can bring order to the overwhelming volumes of data they collect from online and offline interactions with prospective and existing customers. Better yet, this technology enables you to make those insights actionable, meaning you can make informed decisions. Download this ebook for eight practical steps your organization can take to put together a high-performance MarTech stack.
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Marketo
Published By: Marketo     Published Date: Sep 03, 2019
From a consumer perspective, the best brands are those that weave themselves into their customers’ lives—becoming a part of their identity. These brands are present all the time without obvious detection or being seen as a distraction. They don’t just show up to demand something—Buy Now! Start Today! Click Here!—but they don’t wait on the sidelines either. So what makes these brands so successful? Instead of being seen as overbearing, these brands are successful because they are listening and responding to customers' wants and needs. They effectively practice omni-channel marketing—marketing that seeks to provide a seamless customer experience, regardless of channel or device. Download this ebook to learn about the benefits of an advanced omni-channel marketing strategy, including how to: understand your customer journey align your organizational structure to support your omni-channel strategy coordinate your channels choose the right tools
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Marketo
Published By: FICO EMEA     Published Date: Aug 30, 2019
Fraud is a serious concern for the communications industry, with proceeds and services used by organised crime and terrorist networks. Whilst reliable statistics are difficult to come by, industry association Communications Fraud Control Association (CFCA) estimates the total global fraud loss at around $29bn annually. Of this, over $7bn is attributed to subscription fraud and account takeover. In an industry which is undergoing widespread digital transformation to streamline customer journeys and reduce operating costs through automation, preventing fraud is critical. Learn More
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telecom subscription fraud, prevent fraud, fight fraud
    
FICO EMEA
Published By: Riskified     Published Date: Aug 06, 2019
This report addresses the challenges fashion retailers face as they try to secure long-term online revenue growth in a highly competitive business environment. It explores ways for meeting customers’ increasingly sophisticated expectations, including how to optimize the eCommerce shopping journey and safely expand across channels and borders. Inside you’ll find insights on:
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Riskified
Published By: Masergy     Published Date: Aug 01, 2019
Benefits abound when shifting from fragmented, reactive CX to streamlined, proactive one
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Masergy
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