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customer journey

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Published By: Sprinklr     Published Date: Feb 28, 2018
"Customer experience is the new battleground: 89% of organizations compete primarily on experience, and 95% tell others about a bad experience. To help brands compete in this new world, we spoke with 17 experts about the current state of customer experience and ways that brands can make – and keep – their customers happy. "
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customer experience, happy customers, customers happy, cx journey, marketing, digital marketing, sprinklr, whitepaper
    
Sprinklr
Published By: LogMeIn     Published Date: Feb 27, 2018
Exceptional customer service is a competitive differentiator. Providing consistent service that is tailored to the individual across a variety of digital channels can help organizations deliver personalized experiences that exceed the expectations of today’s digital savvy consumers. Yet, many organizations fail to deliver real-time relevance in their service experiences because critical customer data is siloed in different systems (CRM, ticketing, etc.) across the enterprise, making it difficult to understand the full customer journey and their needs at that point in time. We partnered with IDG Research to survey top-performing customer service organizations to determine the challenges they face, and, more importantly, their plans for driving better outcomes. One thing is clear: taking a strategic approach to future investments can help organizations meet their customer service objectives and deliver on customer expectations.
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digital, engagement, customer, service, research, organizations
    
LogMeIn
Published By: LogMeIn     Published Date: Feb 27, 2018
See the Bold360 Web Workspace and the different agent tools available to help customers along their journey.
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bold360, engagement, digital, agents, customers
    
LogMeIn
Published By: INT_AstuteIT_ABM_DoubleTouch_BENELUX     Published Date: Feb 23, 2018
In the beginning, the marketing landscape was easier to navigate, with just a few select channels to reach your customers through. However, as it constantly evolves, this landscape is quickly becoming a fragmented world. In the frantic scramble to become king of the hill, marketers grab hold of as many channels as they can, but often without an overall strategy to pull together one uniform message. The result? They spread themselves thinly across multiple channels, which results in shattered messaging.
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customer, journeys, marketing, channels
    
INT_AstuteIT_ABM_DoubleTouch_BENELUX
Published By: INT_AstuteIT_ABM_DoubleTouch_BENELUX     Published Date: Feb 23, 2018
Digital technologies and increasing customer engagement point traditional financial institutions towards a wonderful new world of an enhanced customer experience. Herded by a wave of regulatory ‘enablers’ - through the yin-yang regulations in the form of the GDPR and PSD2 - the industry landscape is ripe for transformation for those willing and able to embrace this new world: connected customer ecosystems beyond their own institutional walls. In doing this, this creates more comprehensive customer journeys - and ultimately, better quality customer experiences.
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INT_AstuteIT_ABM_DoubleTouch_BENELUX
Published By: INT_AstuteIT_ABM_DoubleTouch_BENELUX     Published Date: Feb 23, 2018
As humans, we are driven to find ways of making an increasingly complex world simpler. For both customer and marketing leaders - technology helps us to do that. For marketers particularly in Financial Services, the focus shifts from a supply-led, to a demand-led economy; the trust economy, where customer demands continue to diversify and the fastest to deliver value wins.
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INT_AstuteIT_ABM_DoubleTouch_BENELUX
Published By: INT_AstuteIT_ABM_DoubleTouch_BENELUX     Published Date: Feb 23, 2018
Wholly relevant and personalized customer service is no longer an optional preference, so much as an inevitable reality. Through the right data management technology, marketers can pave the way for their customers to reach the right ticket for their chosen journey, through the channels they prefer, in a way which means something to them in that particular moment. Airlines don’t have to make use of beacon technology and IoT to begin uplifting their outreach, but should choose a solution which is ready as soon as they are, to plug into, embrace and deliver actions with a shifting landscape of consumer touchpoints.
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customer, marketers, technology, management
    
INT_AstuteIT_ABM_DoubleTouch_BENELUX
Published By: INT_AstuteIT_ABM_DoubleTouch_BENELUX     Published Date: Feb 23, 2018
It’s not a pipe dream. Here’s how marketers can connect with customers and prospects wherever they are, with Intelligent Orchestration of data, across marketing technologies and touchpoints. These customer journeys are not visions for 2020, but attainable right now - across the digital world, and the real world: and everywhere in-between.
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online, marketer, data, mobile app
    
INT_AstuteIT_ABM_DoubleTouch_BENELUX
Published By: Genesys     Published Date: Feb 22, 2018
Your customers expect effortless and personalized engagement across all their channels. Delivering exceptional customer service requires the platform, infrastructure, applications and resources to identify, route and switch interactions seamlessly between agents and channels, while keeping relevant data available throughout the customer journey. Download this paper to learn how to: • Transform single interactions into personalized customer journeys • Empower employees with the right set of tools, including a unified desktop • Quickly deploy new technologies, like blended artificial intelligence (AI), bots and virtual assistants to exceed your customers’ rapidly evolving expectations
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contactbabel, contact center, omnichannel, routing, customer experience
    
Genesys
Published By: Genesys     Published Date: Feb 22, 2018
Bots and automation collide with the power of human touch. 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
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artificial intelligence, customer experience, automation, genesys
    
Genesys
Published By: Genesys     Published Date: Feb 22, 2018
Move to the Cloud with Confidence If you are considering the right deployment model for your contact center, economic guidelines can help you choose the solution that is best for your company. Cloud, on-premises or hybrid. Just a few years ago, businesses were still unsure of the viability of moving their contact centers and other critical enterprise systems to the cloud. Since then, with the decrease of cloud costs, and the corresponding increase in security and, the viability and total cost of ownership of cloud deployments are attracting more and more companies. This eBook will cover how different criteria can affect a choice between a cloud or on-premises contact center, including: • The size of your contact center, and business requirements such as customer journey management • The location and quantity of contact centers being managed • The need for scalability, speed of deployment, and maintenance requirements Read the eBook today!
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contact center, cloud, ebook, customer journey
    
Genesys
Published By: Genesys     Published Date: Feb 22, 2018
Is Your IT Team Ready to Enable Digital Transformation? Customers want fast access to information and immediate problem resolution on any device, from any location, at any time. It’s up to IT to build the foundation for this digital transformation—and increasingly, it’s cloud-based. Make sure your IT team is on track to deliver. An omnichannel contact center platform gives you a single, integrated view of the entire customer journey. And as a cloud-based solution, IT has the flexibility to deploy advanced features fast and cost-efficiently. Read this white paper from Frost & Sullivan for a pragmatic approach to: • Identify process changes and goals with lines of business • Benchmark your current infrastructure and technology gaps • Consider cloud omnichannel solutions for easier deployments and simple scalability
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frost & sullivan, customer engagement, contact center, omnichannel
    
Genesys
Published By: Genesys     Published Date: Feb 21, 2018
Routing is a fundamental component of your customer experience strategy. True omnichannel routing breaks down channel silos and gathers intelligence upfront through context and data to deliver the personalized, seamless engagement your customers now expect. Learn how you can move beyond single interactions with true omnichannel routing: • Dynamically match customers from any touchpoint, over any channel, to the agent with the optimal insights, skill set and proficiency • Enable seamless transitions between digital self-service and live employee contact • Replace single, random interactions with thoughtfully designed and optimized customer journeys
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contactbabel, contact center, omnichannel, routing, customer experience
    
Genesys
Published By: Genesys     Published Date: Feb 21, 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
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artificial intelligence, customer experience, automation, genesys
    
Genesys
Published By: Adobe     Published Date: Feb 13, 2018
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.
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Adobe
Published By: Magento     Published Date: Feb 13, 2018
Omnichannel isn’t about making a quicker, cheaper sale with fewer human touchpoints: it’s about creating a system which lets you to nurture your customers at every step of their buyer’s journey. This white paper from Magento and Premier Technology Partner dotmailer describes how well connected ecommerce and marketing teams and systems are crucial for a true omnichannel approach. Download the paper to discover: Why automated marketing messages, sent in real time, are the most effective way to communicate throughout the purchase journey Web and email personalization tips for omnichannel merchants Why an email address is your unique identifier Three tried and tested marketing methods to drive customers to your site and stores Note that by downloading this paper, you consent to receive future emails from dotmailer. You may opt-out at any time.
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Magento
Published By: SAS     Published Date: Jan 17, 2018
Consider the many ways that a customer encounters your brand – organic results on a search engine, display media campaigns, social media links, re-targeting on external sites, etc. One thing is certain – consumer journeys are far from linear. They can occur across multiple platforms, devices and browsers. The problem is that organizations are often constrained to channel-limiting decisions regarding their media investment allocations. Marketing attribution helps you analyze the impact and business value of company-generated marketing interactions to help make the best marketing investment decisions. The challenge is to interpret the massive volumes of customer data that continues to expand day by day.
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SAS
Published By: SAS     Published Date: Jan 17, 2018
The digital marketplace presents new challenges for marketers, yet provides the perfect canvas for creating personalized, relevant communications and developing deep relationships with customers based on ongoing interactions. This paper explores what customer “moments of truth” mean, and how understanding those moments of truth along the customer journey enables marketers to deliver the personalized, real-time responses that customers crave. You’ll also learn best practices on how customer experience optimization and digital marketing optimization can help marketers capitalize on moments of truth.
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SAS
Published By: SAS     Published Date: Jan 17, 2018
This RSR custom research report explores the impact of omnichannel methods on merchandising, marketing and the supply chain; specifically, what analytical capabilities address the challenges that omnichannel selling and fulfillment pose for retailers. Consumers today routinely begin their shopping journeys online, but complete their purchases in nearby stores, in their “home” stores or delivered directly to their doors. Retail analytics enables organizations to capture data from their customers' journeys. Retailers that successfully deliver relevant omnichannel experiences while gaining a more sophisticated understanding of demand (where and how it is initiated) will enhance their brands’ value and create compelling and profitable customer relationships.
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SAS
Published By: Sprinklr     Published Date: Jan 05, 2018
Here are five valuable insights into how top organizations like IBM, Microsoft, Nasdaq, and LVMH build marketing strategies of the future.
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marketing strategy, content marketing, marketing performance, digital marketing, customer experience, customer journey
    
Sprinklr
Published By: FICO     Published Date: Dec 04, 2017
As consumers, we’re all having more experiences that seem almost magical: You’re in a mall when suddenly your smartphone beeps. It’s an offer for 20% off a pair of shoes you’ve been looking at online — from the store you just walked past! As business people, we know it’s not magic, but rather analytics powering these outstanding customer experiences. Analytics have evolved to the point where they answer an expanding range of useful questions. But understanding the different types of analytics – descriptive, diagnostic, predictive and prescriptive - and how to use them in your business can be challenging. Download the eBook to learn about the least understood – yet most powerful – tool in the analytic arsenal. Prescriptive analytics enable you to estimate and compare the likely outcomes of any number of actions, and choose the very best action to advance business objectives. Getting there isn’t as difficult as you think. Start your journey. Download the eBook today.
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profits, analytics, credit, social, media, services, customer, consumers
    
FICO
Published By: Genesys     Published Date: Nov 15, 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.
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customer experience, customer engagement, omnihannel, customer experience platform, customer journey
    
Genesys
Published By: Adobe     Published Date: Nov 09, 2017
To make a great first impression, take a good look at your digital enrollment process. Because it’s more than forms. It’s the start of your customer journey. A streamlined onboarding process saves customers time and hassle. It also increases conversions, improves experiences, and reduces costs. In this report, we discuss best practices for updating your digital enrollment, including: How leaders in finance do it right Increasing engagement with mobile-optimized forms and signatures Ensuring enrollment is compliant and builds trust
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Adobe
Published By: Adobe     Published Date: Nov 09, 2017
To make a great first impression, take a good look at your digital enrollment process. Because it’s more than forms. It’s the start of your customer journey. A streamlined onboarding process saves customers time and hassle. It also increases conversions, improves experiences, and reduces costs. In this report, we discuss best practices for updating your digital enrollment, including: How leaders in finance do it right Increasing engagement with mobile-optimized forms and signatures Ensuring enrollment is compliant and builds trust
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Adobe
Published By: Adobe     Published Date: Nov 09, 2017
Marketing leaders are asking their analytics teams to provide better insights into customers, prospects and journeys, and a more accurate assessment of the impact of marketing tactics. Use this research to find a digital marketing analytics tool to support your needs. This Magic Quadrant is intended for chief marketing of?cers (CMOs), marketing analytics and data science practitioners, and other digital marketing leaders involved in the selection of systems to support marketing analytics requirements.
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Adobe
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