With the growing number of channels for consumers to connect with your products from store kiosks to mobile devices and social networks, it is increasingly important that they are experiencing the the same consistent brand experience regardless of the channels they choose. This whitepaper describes 3 customer experience features to help guide your decisions about technology, organizational structure, and internal process.
Welcome to Oracle Mobile Cloud, Enterprise (OMCe), the new platform for building engaging experiences across all of your digital channels. Expand the power of those channels with the next giant leap in our evolution: intelligent bots backed by artificial intelligence (AI). And if that’s not enough, the new OMCe Analytics tools provide deep insights into user adoption, so you can steer customers toward the behavior you want. Talk about impressive!
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Over the last decade we have seen the dramatic increase in adoption of Mobile as an engagement channel for consumers and employees within the enterprise. What we are seeing now is the emergence of messaging through channels like FB Messenger,
WhatsApp, WeChat, Slack, SMS, as a dominant engagement channel. Over 4.1 Billion users around the world are on instant messaging apps, adopted a rate that was much faster than on social networks. What makes these channels the default choice is the expected instant response if the other person is on or the push notification that triggers the person on the other side to respond immediately. These users that use instant messaging channels to converse with their friends and family want to use the same
familiar user experience and channel to instantly communicate with the enterprise. These channels are doing to apps what browsers did to client server apps i.e. these channels are rapidly becoming the next browser. This is leading to the innovations in
The new integration demands of cloud, mobile, API and IoT technologies require a unified approach to integration that spans multiple integration channels. As the volume, variety, and velocity of data increases it is becoming more important to maintain effective communication among all elements of the architecture.
Planning your cloud, hybrid, and on-premises integration needs? This free e-book will show you how the Oracle Cloud Platform for Integration can help you extend what is possible.
" How Millennials and Baby Boomers are Shaping the Today and Tomorrow of Retail The Power and The Money
- Get latest trends on global consumer shopping behavior across online, mobile and in-store channels
- Read what differentiates millennials from baby boomers
- Learn how to give every individual the experience they are looking for so nobody is left behind
- Surveyed: 13,250 consumers, 12 countries - Australia, Brazil, China, France, Germany, Italy, India, Japan, Mexico, Russia, UK & USA "
Today’s consumers are more demanding than ever before. They want experiences that are personalized, relevant, and consistent—whether they’re interacting with your company online, in-store, or on the phone. Oh, and they want only positive experiences. Poor customer service is unacceptable across any channel, including the often-overlooked mobile device.
Download this brief to learn how you can deliver the most meaningful, positive, and consistent customer experiences across all channels that enhance loyalty and deliver results.
Published By: Oracle OMC
Published Date: Nov 30, 2017
Today’s consumers are demanding: they have become more unforgiving of a poor customer experience and expect interactions on their desktop and mobile devices to be responsive, intuitive,
and easy to use. Marketers understand that delivering the most relevant experience is the key to gaining continued satisfaction and loyalty from their digital consumers. Oftentimes, however, when it comes to marketing to consumers there are two dynamics. On one hand you have what consumers say they want out of a customer experience. On the other hand, there is what they actually receive. What they want are experiences that are personalized, contextually relevant, and consistent— regardless of online or offline channel or lifecycle stage. What they too often get, however, are experiences that are disconnected, not contextually relevant, and inconsistent across channels and lifecycle stages.
Despite the array of new technologies enabling customer contact across web and mobile channels, most serious interactions still have to pass through an agent in order to be resolved. Enterprises can push customers toward self-service, but in the end, people often still need to talk to other people. This means that, even in the best of circumstances, the customer experience is highly dependent on the capabilities of the agent manning the phones. That person needs more than skills and a beneficial temperament; they require a software environment that provides maximum space for flexibility, problem solving, and intuitive task switching.
Published By: Progress
Published Date: Oct 09, 2017
As the digital revolution continues to transform how businesses interact with their audiences, consumers are increasingly demanding new forms of empowerment. Companies must address these demands to craft a better customer experience, especially as more brands begin to engage their audiences through mobile channels.
Published By: Quantcast
Published Date: Feb 13, 2015
Over the last decade, Mobile has driven an unprecedented behavioral and cultural shift, providing information and connectivity at our fingertips. Mobile is increasingly becoming the main screen accessed throughout the day and in turn, Mobile marketing has developed into a sophisticated, personalised marketing channel to reach Mobile consumers. In this paper, we explore the Mobile landscape and identify opportunities and solutions for advertisers.
Published By: QuickPivot
Published Date: Mar 28, 2016
Welcome to the retail landscape of 2016. Customer data is a monster unleashed. Newly self-aware customers and rapidly advancing technology create challenges for brands looking to get a foothold and truly deliver the relevant, real-time experiences those customers have come to expect. QuickPivot’s research brief “2016 Retail Predictions, Insights from Industry Gurus”, provides the insights businesses like yours need.
Few advances in technology have impacted how we do business as broadly and profoundly as mobile. Mobile devices are creating new opportunities for organizations to engage with their customers, but the bigger reasons to focus on mobile relate to how mobile is changing how people behave. For marketers, the opportunities lie beyond the simple lure of mobile as just another channel to engage with customers. Because mobile devices are highly valued and always present, they bring a unique complexity that is not associated with email, digital or other channels of engagement.
The financial collapse of 2008 had the greatest impact on the financial services industry since World War II, resulting in consolidation and extensive regulation. The crisis coincided with increased competition from emerging economic powers, nonbanks and fintech organizations. Consumer behavior, from the adoption of mobile banking to P2P payments, forced banks to retool and respond with innovative products and investments in new delivery channels. Technology changed rapidly as well. In the capital markets, trading became fully automated, with pricing, risk decisions and settlement across exchanges made in milliseconds
A Big 5 Canadian bank had been suffering from automated attacks on its web and mobile login applications for months.
Bad actors were performing credential stuffing attacks on all possible channels. Not only were the attacks leading to account takeover fraud losses, but the sheer volume of attacks also put significant strain on the bank’s infrastructure.
After months of playing cat-and-mouse with the attackers, the bank decided to seek out a sophisticated solution and approached Shape.
In this case study, learn how Shape’s Enterprise Defense service and Threat Intelligence team were able to successfully defend against these attacks.
The use of SaaS applications within an organization is the new normal. There is
a good chance that just your marketing department is using more than 10 SaaS
products, which is reflected in the amount you are spending on SaaS. According
to Gartner, the 2015 worldwide market for SaaS software application sales was
$33.4 billion, with projections to double that to $67.2 billion by 2019.1 Clearly,
your integration needs are changing. SaaS applications, as well as mobile
traffic, social networks, IoT, suppliers, partners, and customer channels are new
integration points that will need to be captured in your business processes.
This paper presents five principles for successful hybrid integrations.
The use of SaaS applications within an organization is the new normal. In fact, there's a good chance that just your marketing department alone is using over 10 SaaS products.
According to Gartner, the 2015 worldwide market for SaaS software application sales was $33.4 billion, with projections to double to $67.2 billion by 2019. Integration needs are changing, with SaaS applications, as well as mobile traffic, social networks, IoT, suppliers, partners, and customer channels all new integration points that will need to be captured in your business processes.
Read “Five Principles for Integrating Software as a Service Applications” to learn:
Key principles for successful hybrid integrations
New integration use cases to grow your business upward and outward
The why and how of integration as both an enabler and a differentiator
Benefits of the TIBCO integration platform and its various offerings