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customer journey

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Published By: Datastax     Published Date: Nov 07, 2017
Customer experience is no longer a nice-to-have-it's a necessity. According to Forrester, 8 out of every 10 companues aspires to be great at customer experience but only 1 in 5 are actually achieving that. When was the last time you assessed how your company is addressing its customer experience initiatives? We live in the "age of everything", where every person object, and program is communicating 24-7-365. It's become cliche to say that the Internet has revolutionized our world, and that's because it has. Customer experience at the enterprise level means turning your company into a friend and/or colleague of the customer - transforming the relationship via deep knowledge of the customer: not just what they've done but what they're doing now. This eBook explores the hard questions you need to be asking yourself and your company in order to get started on or to accelerate your customer experience journey. Are you ready? Read to find out.
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Datastax
Published By: Moxie     Published Date: Nov 01, 2017
Boscov’s is a family-owned retailer established over 100 years ago and has grown to a billion-dollar company. Boscov's eCommerce team partnered with Moxie to remove barriers in the online customer journey with a blend of innovative digital guidance and assisted channels that have increased sales and productivity.
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ecommerce, customer journey, digital guidance, assisted channels, digital commerce
    
Moxie
Published By: BrickWork Software     Published Date: Oct 24, 2017
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?
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BrickWork Software
Published By: BrickWork Software     Published Date: Oct 24, 2017
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
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BrickWork Software
Published By: IBM     Published Date: Oct 13, 2017
Blue Hill provides guidance on 1) the Customer Journey leading to a new generation of analytic tools, 2) key value propositions associated with moving to tools such as IBM Cognos Analytics and IBM Watson Analytics, and 3) recommendations for best practices in maximizing the value of insightful and predictive analytics for enterprise data.
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blue hill research, data analytics, ibm cognos, watson analytics, enterprise data
    
IBM
Published By: Progress     Published Date: Oct 09, 2017
"The customer experience is incredibly important to business success and is often tied to customer engagement, retention rates, revenue, purchase frequency and overall loyalty. Today, the customer journey is incredibly complex, with everything from geographic location to data quality influencing the customer experience. As a result, brands may not be making the most of their customer experiences. However, with a mix of new technology combined with best practices, companies can regain control of the customer journey and create memorable experiences for their customers. "
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Progress
Published By: Pure Storage     Published Date: Oct 09, 2017
Cloud computing and all-flash storage are two of the most important innovations driving next-generation IT initiatives. While it may seem at first that these are parallel trends, in reality they are inextricably intertwined. Without the benefits of all-flash storage —driving new levels of performance, agility and management simplicity — enterprises would not be able to modernize their infrastructures to deliver cloud services. It is no coincidence that the largest hyperscale cloud providers rely on all-flash storage solutions as their storage foundation. Pure Storage all-flash storage arrays provide enterprise customers with a safe, secure and smooth path to the all-flash cloud. You can take the journey in stages, starting small with a single application or two, and then adding more applications through consolidation and virtualization. You can also implement multiple stages at once.
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data management, data system, business development, software integration, resource planning, enterprise management, data collection
    
Pure Storage
Published By: Sprinklr     Published Date: Sep 28, 2017
After the largest tech merger in history, Dell and EMC needed to align their marketing and social departments. Karen Quintos took the challenge and along with Alison Herzog formed the Chief Customer Office.
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customer service, customer relationships, customer experience, customer retention, voice of the customer, social customer service, customer journey
    
Sprinklr
Published By: Sprinklr     Published Date: Sep 28, 2017
Three billion people are connected and empowered like never before. Consumers don’t just consume. They push. They pull. Doing so with equal and forceful power. This means an advocate can draw draw thousands toward you. Conversely, a detractor can repel others from getting close to you. How these individuals choose to apply that force is a direct result of one thing: their experience. A feeling that’s shaped by each interaction with your brand.
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customer service, customer relationships, customer experience, customer retention, voice of the customer, social customer service, customer journey
    
Sprinklr
Published By: SAP     Published Date: Sep 28, 2017
Everything is changing in retail. Stores are becoming an omni channel experience; fulfilment and service centers and smart showrooms are enabling endless-aisle commerce. eCommerce and mobile customer experiences are changing retail, as retailers are now entering the third generation of ecommerce, in which IDC identifies eight core capabilities at the heart of the transformation of key operating models. Omni-channel fulfilment practices and new merchandise planning archetypes are emerging to drive profit, and retail technology is fundamentally changing, as digital transformations take shape in the industry. Websites, smartphones, the Internet of Things (IoT), and wearables change customers and their journeys, while 3D printing changes value chains and products, while IoT changes products, stores, and logistics, and artificial intelligence (AI), probably the most pervasive agent of change, will underpin new levels of customer individualization and workforce efficiencies.
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business models, innovation, omni channel, ecommerce, commerce platform, retail
    
SAP
Published By: SAP     Published Date: Sep 19, 2017
Everything is changing in retail. Stores are becoming an omni channel experience; fulfilment and service centers and smart showrooms are enabling endless-aisle commerce. eCommerce and mobile customer experiences are changing retail, as retailers are now entering the third generation of ecommerce, in which IDC identifies eight core capabilities at the heart of the transformation of key operating models. Omni-channel fulfilment practices and new merchandise planning archetypes are emerging to drive profit, and retail technology is fundamentally changing, as digital transformations take shape in the industry. Websites, smartphones, the Internet of Things (IoT), and wearables change customers and their journeys, while 3D printing changes value chains and products, while IoT changes products, stores, and logistics, and artificial intelligence (AI), probably the most pervasive agent of change, will underpin new levels of customer individualization and workforce efficiencies.
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business models, innovation, omni channel, ecommerce, commerce platform, retail
    
SAP
Published By: FICO     Published Date: Sep 12, 2017
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.
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psd2, accountability, security, customer authentication, risk analysis, payment fraud, fico
    
FICO
Published By: Adobe     Published Date: Sep 12, 2017
With all the devices and channels out there, it’s harder than ever for companies to maintain a consistent brand experience. There are more ways for customers to connect with companies than ever before. And they expect each and every interaction to feel connected, cohesive, and personal. For marketers to connect the dots for customers, they need to fully understand the customer journey.
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Adobe
Published By: Google Analytics 360 Suite     Published Date: Sep 05, 2017
Today’s meandering customer journeys take place over multiple channels and devices. Each interaction creates a stream of digital information, leaving marketers with a growing pile of data. But, with data seemingly everywhere, why are so many marketers still feeling like there’s not a drop to drink? Leaders Have a Data Strategy and Enable More Teams with Data In this research report from June 2017, Econsultancy surveyed more than 700 marketing and analytics executives at consumer brands to better understand how data factors into marketing strategy — and daily decision making. Two-thirds of leading marketers — those who outperformed their top business goal — say they currently have a documented data and analytics strategy. In this report, you’ll also learn how leaders have built data-driven cultures and why they are more likely to use: digital analytics to optimize user experience in real time audience-level data to personalize customer experience customer-level data to segment a
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Google Analytics 360 Suite
Published By: Google Analytics 360 Suite     Published Date: Sep 05, 2017
Today’s meandering customer journeys take place over multiple channels and devices. Each interaction creates a stream of digital information, leaving marketers with a growing pile of data. But, with data seemingly everywhere, why are so many marketers still feeling like there’s not a drop to drink? Leaders Have a Data Strategy and Enable More Teams with Data In this research report from June 2017, Econsultancy surveyed more than 700 marketing and analytics executives at consumer brands to better understand how data factors into marketing strategy — and daily decision making. Two-thirds of leading marketers — those who outperformed their top business goal — say they currently have a documented data and analytics strategy. In this report, you’ll also learn how leaders have built data-driven cultures and why they are more likely to use: digital analytics to optimize user experience in real time audience-level data to personalize customer experience customer-level data to segment and r
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Google Analytics 360 Suite
Published By: Alcatel Lucent Enterprise     Published Date: Aug 31, 2017
Everyone expects wireless mobility that provides a high quality experience – but delivering that from arrival to departure in your transportation system is highly complex. Customers want the mobile services that make their life easier such as personalized promotions and navigation guides. Operators want to be able to handle more people, making the customer journey as secure and comfortable as possible, while reducing cost and risk. And all of this depends on the network.
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wayfinding, retail promotion, customer identification, analytics, data, automation, business streams
    
Alcatel Lucent Enterprise
Published By: Datastax     Published Date: Aug 23, 2017
A holistic approach to using customer data to enable data-driven decisions for attracting, retaining, and delivering value through customer experience is what is going to drive many business initiatives over the next 12-month period. Though they each have varying degrees of capability to transform their customer experience applications and remain continuously available no matter what is critical to their success. Companies surveyed are eager to deliver a great customer experience and capture market share, but many CX journeys are hindered by business unit siloes, insufficient budget, and technical challenges. The responses provide key insights into the business priorities, challenges, and data technology needs of companies embarking on or in the midst of their CX journey.
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datastax, customer data
    
Datastax
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.
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contact center, modern customer, customer engagement, customer experience, data analytics, disaster recovery
    
8x8 Inc.
Published By: Juniper Networks     Published Date: Aug 10, 2017
This IDC white paper discusses Juniper's Network Lifecycle Automation Services, a suite of capabilities and services that provide customers the ability to accelerate their digital transformation in a smart, simple, cost-efficient, and more secure way.
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cloud, big data, iot, business decisions, software defined network, sdn, virtualization, converged
    
Juniper Networks
Published By: Juniper Networks     Published Date: Aug 08, 2017
As enterprises embark on the digital transformation to take advantage of artificial intelligence, big data, machine learning, IoT, and cloud, they need a network infrastructure that gives them a solid foundation. Juniper Networks® Unite CloudEnabled Enterprise allows networking across your entire enterprise—campus, branch, and data center—ultimately helping you reduce risk, increase agility, lower costs, and enhance the customer experience. Here are the Top 6 reasons why enterprises embarking on the journey of digital transformation should switch to the Juniper Unite Cloud-Enabled Enterprise solution.
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Juniper Networks
Published By: Juniper Networks     Published Date: Aug 08, 2017
Cloud, social, big data, and the Internet of Things (IoT) are increasingly central to business decisions as the pace of digitization accelerates. The impact of software-defined networking (SDN), virtualization, and converged and hyperconverged infrastructure within the datacenter is substantial. These technologies add complexity but offer enticing opportunities for new business models, revenue streams, operating efficiencies, and agility that organizations must pursue if they want to remain competitive and viable. This pursuit requires businesses to keep up with current and emerging technologies and applications and transform the ways in which they conduct business. At the core of "keeping up" is an organization's datacenter strategy — with an associated technology and services strategy that will either create industry laggards or accelerate innovators.
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Juniper Networks
Published By: Adobe     Published Date: Aug 02, 2017
Get in on the content creation game and use it to improve the journey for your customers. Consumers are taking a much more active role in their finances; advice is freely available and most financial administration, from payments to trading, can now be done from your phone. Provide consistent messaging based on customer journey analytics; find out what information your customers are looking for, and provide the answers through the fewest possible clicks. Continually track and test these journeys to optimise the content and messaging.
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consumers, customer success, content creation, content optimisation, adobe, finances
    
Adobe
Published By: Adobe     Published Date: Aug 02, 2017
With the advanced analytics capabilities in Adobe Analytics and the testing and targeting capacity of Adobe Target, it’s easier than ever to realise the potential of data-driven marketing. From creating a complete view of each customer across touchpoints and along their journey, to using predictive analytics, advanced anomaly detection and machine learning to understand behaviours and needs, you can use data to plan, create and optimise the experiences that matter to you and your customers.
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data management, data system, business development, software integration, resource planning, enterprise management, data collection
    
Adobe
Published By: Adobe     Published Date: Aug 02, 2017
Beyond a customer’s digital profile is their real-world identity. Knowing this information and how it fits into the full customer journey is critical. Along with in-store purchase data, you can also gain insight into their brick-and-mortar buying habits, like the time of day they’re most likely to shop, the average time spent in a store, the frequency of their visits or the categories of products for which they shopped.
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digital marketing, personalised content, customer nurturing, cross channel analytics, adobe, in-store interactions
    
Adobe
Published By: Adobe     Published Date: Aug 02, 2017
Customer experience (CX) continues to dominate the agenda, and it is clear from the research that retailers collectively grasp the importance of a personalised and mobilefriendly experience which is relevant at every stage of the customer journey. It makes absolute sense for retailers to focus on optimising the mobile experience as part of their CX initiatives. CX is a differentiator for retail brands and, as part of this trend, the mobile experience in particular will increasingly define your brand.
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digital skills, culture, strategy, data management, processing, technology, ux design
    
Adobe
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