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customer journey

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Published By: Adobe     Published Date: Sep 28, 2016
Marketers shouldn’t work in the dark. The science of online testing shines a light on your marketing, showing you what to optimize throughout the entire customer journey. The new Adobe guide, Finding Eureka, shows you how. Read the guide to learn: - Strategies and best practice approaches to online testing - Incremental steps to improving your online testing - The benefits of different test types including A/B, A/Bn, multivariate, and multichannel
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adobe, marketing, marketers, market research, emerging marketing, marketing research, traditional marketing
    
Adobe
Published By: IBM     Published Date: May 02, 2016
Acquiring a clear view of a customer journey is essential if you want to provide on-brand, high-quality, consistent experiences throughout every touchpoint.
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ibm, customer journey, customer experience, touch points, insight, brand, multi channel
    
IBM
Published By: IBM APAC     Published Date: Jun 07, 2017
Read this white paper to discover the 5 best practices for understanding customer journeys.
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customer experience, customer journey, satisfaction, customer experience management
    
IBM APAC
Published By: SugarCRM     Published Date: Jul 29, 2015
Today’s customer is more educated and connected than ever before. With seemingly endless choices, and unfettered access to information from peers and other sources – standing out in the market is harder than ever. And lowering prices is not always a winning strategy. So, how can you attract and retain more customers in this new world of business? By focusing on creating extraordinary customer experiences. Learn more in this informative eBook.
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b2b success, customer retention, customer experience, information access
    
SugarCRM
Published By: Genesys     Published Date: Aug 11, 2016
Download now! Learn how to evaluate the financial impact of your Omnichannel Engagement Center Solution investment. Also learn how you can achieve the following benefits: • 50% reduction in cost to integrate new contact center agents • 50% reduction in customer abandonment at key points in the customer journey • 12.5% improvement in agent handle time
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genesys, omnichannel engagement center, engagement center solution, contact center, contact center agents, customer experience
    
Genesys
Published By: Google - SAP     Published Date: Jun 20, 2019
In today’s competitive world, customers have more choices than ever before, they have less patience in meeting their needs and they are eager to share their experiences -whether good or bad. With SAP Customer Experience service solutions, organizations can give their customers the right service on the right channel, delivering an excellent customer service experience at every point in their journey. In a 2017 Total Economic Impact study, Forrester Consulting found that a composite organization, a B2B company with 10,000 employees and 100,000 calls per month, realizes the following benefits when they invest in SAP Hybris Cloud for Customer, now part of the SAP Service Cloud: ? 363% ROI ? Increased service and field representative efficiency by 40% ? Raised income from upsell by 19% ? Reduced call center operational costs by 42% Want more details? Download the Forrester study commissioned by SAP. The Total Economic Impact of SAP Hybris Cloud for Customer (now part of SAP Service Clou
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Google - SAP
Published By: Oracle     Published Date: Sep 05, 2014
Read this report by Forrester Research, Inc. for a better understanding of customer life-cycle marketing systems, a look at the landscape of CLCMS technology providers, and key recommendations for CMOs to prepare for and adopt these new but necessary tools. Fragmentation of the customer journey, due to the growth of digital channels, platforms and content, has forced marketing to be more relevant and responsive. In this paper, Forrester calls on CMOs to adopt the customer life-cycle as a guiding framework and deploy “customer life-cycle marketing systems” (CLCMS). Learn more by downloading the report.
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customer, life-cycle, marketing, systems, technology, tools, fragmentation, cmo, digital, channels, platforms, search marketing
    
Oracle
Published By: Oracle     Published Date: Sep 30, 2014
Read this report by Forrester Research, Inc. for a better understanding of customer life-cycle marketing systems, a look at the landscape of CLCMS technology providers, and key recommendations for CMOs to prepare for and adopt these new but necessary tools. Fragmentation of the customer journey, due to the growth of digital channels, platforms and content, has forced marketing to be more relevant and responsive. In this paper, Forrester calls on CMOs to adopt the customer life-cycle as a guiding framework and deploy “customer life-cycle marketing systems” (CLCMS). Learn more by downloading the report.
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oracle, marketing, cloud, connected, customer, modern, optimize, marketing, connection, touchpoints, crm & customer care, sales
    
Oracle
Published By: Adobe     Published Date: Aug 22, 2013
You've no doubt heard the question: "How do we know that social marketing drives sales?" But just as not all TV spots or billboards are intended to drive direct response, not every social marketing program is designed as a sales trigger. To measure the success of social marketing - indeed, of any marketing tactic - you need to think of your customers' journey as a board game like Monopoly. Then follow three simple steps: 1) identify which stage of the customer journey your social marketing program is designed to support; 2) measure whether your social marketing efforts have moved your customers to the next state of their journey; and 3) count how many times your customers pass "Go" so you can collect $200. If you keep your customers moving around the board, eventually, you'll win the game.
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social media management, social marketing, social media
    
Adobe
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: 8x8 Inc.     Published Date: Feb 17, 2017
This Frost & Sullivan paper will outline the difficult challenges faced by all businesses—in a variety of industries and sizes—in creating an exceptional customer experience; discuss the value of a contact center that also supports all channels of choice, disaster recovery, data analytics, and leveraging back-office workers; stress the need for cultural change throughout the organization to truly meet today’s customers’ expectations; and offer best practices recommendations for taking the lead in creating a customer journey that engenders loyalty, delivers total satisfaction, and drives revenues.
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frost & sullivan, contact center, customer engagement, cloud, culture gap, scalability, omnichannel, digital tranformation, customer experience
    
8x8 Inc.
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
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: Adobe     Published Date: Oct 05, 2016
They’ve broken free from the customer relationship management (CRM) and clickstream-tracking systems you’ve used to keep tabs on them.
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crm, customer experience, client experience
    
Adobe
Published By: Adobe     Published Date: Jun 15, 2016
Read the white paper to learn how to: - Understand how customers interact with your brand - Translate your data into a clear customer picture - Shift from campaign-based marketing to contextual marketing
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adobe, marketing, cross-channel marketing, customer interaction, contextual marketing, emerging marketing, internet marketing, traditional marketing
    
Adobe
Published By: Optimizely     Published Date: Apr 06, 2018
We live in the age of the consumer. Across touchpoints, customer expectations for digital interactions and brand experiences are evolving. Today, it is critical for organizations to deliver high-performing, personalized encounters across the customer journey. To drive innovation and stay competitive, organizations need to reorient towards the customer—which means being able to understand their needs, adapt to their expectations, and quickly make improvements. But pinpointing where to make iterations across your tactics and digital entities like websites and landing pages can be a difficult task—especially in today’s multi-touch environment.
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Optimizely
Published By: Aasonn     Published Date: Sep 26, 2014
Download to hear individual reflections and advice from SuccessFactors customers on their implementation journey. Personally listen to the unique takeaways and recommendations from the world’s most experienced Implementation Consultants, Project Managers, SAP Solution Architects, Sales Executives and Strategic Change Management Consultants. Here is your chance to get the insiders view.
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aasonn, successfactors, hr project, customer experiences
    
Aasonn
Published By: blueconic     Published Date: Oct 14, 2014
Download this whitepaper to learn how your enterprise can leverage a powerful new technology to learn about each prospect from the first click on a website or ‘Like’ on a social media page.
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blueconic, marketing, customer engagement, social media marketing, internet marketing, consumer behavior, market research, crm, crm strategy, profiling, real time engagement tracking, emerging marketing, social media, crm & customer care, marketing research
    
blueconic
Published By: SmartFocus     Published Date: May 27, 2015
Your customer wants a personalized and relevant experience, with every interaction, tailored around THEIR location, activity and device. Are you delivering that? In a recent webinar hosted by Forrester Research Inc and SmartFocus they discuss taking personalization to the next level with context-aware marketing - the emerging theme of 2015 that is changing the way we do marketing.
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forrester, mobile, marketing, personalization, contextualization, customer journey, customer behavior, customer experience, customer engagement, customer relationships, marketing strategy, campaigns., emerging marketing, social media, advertising agencies, crm & customer care, e-commerce
    
SmartFocus
Published By: Oracle     Published Date: Apr 13, 2012
Today's customers are more information-enabled and mobile than ever before. They may begin the buying process in a retail store and complete it from the comfort of their home, expecting their journey to be personalized, relevant and consistent across all touch points.
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oracle, marketing, customer relations, customer satisfaction, e-commerce
    
Oracle
Published By: AWS     Published Date: Nov 07, 2018
Enterprises seeking the security and performance capabilities of establishing their own private network are often turned away by the high cost and technical expertise required. AT&T NetBond® for Cloud helps establish private, dynamic connectivity from on-premises data centers to Amazon Web Services (AWS) in as little as 2-3 days. Aira, a customer focused on augmented reality, has leveraged the global connectivity capabilities of AT&T NetBond® to connect low vision or blind smart glasses users with a network of agents to guide the visually impaired through everyday tasks such as interpreting prescriptions. Download this case study with AT&T, Aira, and AWS to learn how AT&T NetBond® can accelerate your journey to the cloud, improve ROI and secure your applications. Join our webinar to learn - Why Aira chose AT&T NetBond® to establish a global network connecting smart glasses to trained, professional agents - Best practices for quickly shifting network capacity to meet changing demands
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AWS
Published By: IBM     Published Date: May 03, 2016
How Customer Analytics & Insight Research enrich customer journey design: A Practicioner's Guide to Customer Engagement via Multi-Channel Journey Design A report by Hypatia Research Group
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ibm, customer analytics, insight research, customer engagement, crm & customer care
    
IBM
Published By: IBM     Published Date: Oct 17, 2016
Why do organizations seek to design effective multi-channel customer journeys? Because customers today demand it. Download this research study from Hypatia Research Group to learn how global organizations are successfully utilizing various analytical techniques like descriptive, diagnostic, predictive, prescriptive and cognitive analysis to create a successful omni-channel customer journey.
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ibm, commerce, analytics, customer analytics, insights, research, customer journey
    
IBM
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: IBM     Published Date: Mar 31, 2016
"Colorado-based, Elevations Credit Union has transformed their organizational performance, reducing the average time to fund a home equity loan by 61% and increasing the number of loans that each underwriter handles by 71%. By modeling, analyzing, and improving their existing processes, Elevations has been able to drive out inefficiencies and increase their revenues by delighting their customers. IBM Blueworks Live is the tool that’s been at the heart of Elevations gaining visibility and insight into their existing processes, and helping them drive cross-enterprise engagement and viral cultural change. Carla Wolfe, Senior Business Analyst at Elevations Credit Union will describe their process discovery journey, and how it has led to remarkable changes in their organization. Along the way they've also accumulated several performance awards, including the 2013 Rocky Mountain Performance Excellence PEAK award, and plan to be a 2014 applicant for the prestigious National Malcolm Baldrige
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ibm, middleware, ibm blueworks live, process improvement, organizational performance, cloud
    
IBM
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