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5 Ways To Increase Subscription Revenue Now

Published By: Vindicia     Published Date: Oct 04, 2017
The number of services available via online subscription is exploding—and the big bang of subscription is only gaining momentum. Companies want to turn one-time purchases into regularly recurring subscriptions or memberships. The siren song of subscription success is calling to executives in virtually every industry. Business leaders want ongoing revenue streams from an army of subscribers. But, as companies that plunged into recurring business models are realizing, subscriptions are more than just transactions that recur. Subscription success can be illusive. Too often, subscription models don’t generate the expected high, ongoing revenue streams.
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Vindicia

Help yourself: Boosting member satisfaction with intelligent selfservice capabilities

Published By: Group M_IBM Q2'19     Published Date: May 28, 2019
In our always-on, always-connected world, healthcare consumers expect instant access to customer service, not just from 9 AM to 5 PM. It’s often no longer good enough for health plans to staff call centers during standard business hours. Members today typically want to be able to log in and help themselves to the answers they need from self-service channels whenever they want — and they want the experience to be highly personal. One contact center benchmark study (see next page) revealed self-service channels can be a win-win for both businesses and consumers.1 When done well, self-service solutions can help businesses improve customer satisfaction while reducing costs. And consumers appreciate the convenience of getting answers quickly and efficiently.
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Group M_IBM Q2'19

HFS Top 10 Cognitive Assistant Service Providers

Published By: Group M_IBM Q3'19     Published Date: Jun 24, 2019
HfS published the Top 10 Cognitive Assistant Service Provider report that explores the emerging conversational service provider ecosystem across key areas including execution ability, innovation capability, and the voice of the customer. The conversational services called as Cognitive Assistants, go beyond the traditional chatbots and augment human-customer interaction across both front- and back-office business operations. IBM was recognized for its market leadership in Cognitive Assistant that harness the power of IBM Watson capabilities – including NLP, conversation and analytics. HfS also merits IBM for demonstrating the greatest volume and depth of cognitive assistant use cases across industry verticals and enterprise processes.
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Group M_IBM Q3'19

Trend Micro Managed XDR, A Managed Detection and Response (MDR) Service

Published By: Trend Micro     Published Date: Aug 07, 2019
As the threat landscape evolves, organizations have accepted the fact that they have to take a more proactive detection approach to advanced threats rather than relying on traditional defenses. As a result, customers have turned to detection and response tools that allow for proactive “hunting” for Indicators of Attack (IoA) and reactive “sweeping” for indicators of compromise (IoCs). Once found, those tools are required to automatically respond to attacks or to at least provide for an action from the Incident Response (IR) staff. Unfortunately, due to the number and complexity of both these attacks and the detection/response tools, organizations struggle to hire enough qualified staff and stay on top of the discovered threats. This is compounded by a worldwide cybersecurity skills shortage. Managed detection and response (XDR) provides advanced threat hunting, detection, and response as a service to organizations that seek assistance for their own IR staff, or for those who wish to o
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Trend Micro

The 2020 Vision: The Next Decade for Enterprise Intelligence

Published By: MicroStrategy     Published Date: Jun 11, 2019
The use of analytics has exploded across business, and the value it already has delivered has heightened executives' expectations. Now data can be processed in real time to meet a constantly widening range of analytic needs. How your organization utilizes them in the next decade will be essential to your success. These developments come at an opportune time. Organizations are being over-whelmed by the rivers of data generated by applications and systems on-premises or flowing in via the cloud. At the same time, the cost of computational power has declined dramatically, making it practical to apply analytics to and generate information on just about anything. But no advance comes without challenges. While the widespread availability of analytics has created seemingly valuable insights, executives and managers are finding that those insights are not easily linked to steps that will improve business outcomes or optimize actions. Furthermore, analytics are not always easy for line of b
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MicroStrategy

ContactBabel: The US Contact Center Decision-Makers' Guide: The Omnichannel Routing Chapter

Published By: Genesys     Published Date: Jun 13, 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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routing, customer experience, transitions, self-service
    
Genesys

6 Tips for building a thriving help center

Published By: Zendesk     Published Date: Jan 19, 2018
Customers are more technically savvy than ever and have come to prefer the DIY approach to solving their issues and answering their own questions. Years of research by ICMI has confirmed that customers prefer to resolve issues themselves and within their channels of choice. Furthermore, customers only seek direct interactions when they unsuccessfully exhaust their self-service options. This is backed up by data from American Express, which found that 48% of consumers prefer to speak with a customer service rep when dealing with complex issues, but only 16% prefer the same contact for simple issues. The goal of this paper is simple: We want to help you build an all-in-one knowledge base, community, and customer portal. All of which can be accomplished with a help center like Zendesk Guide.
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customer support software, customer service tool, customer relationship, multichannel support tool, customer support vendor evaluation, knowledge base management, help desk software, help desk portal, help center, ticketing system, support ticketing, customer support agent
    
Zendesk

8 Steps to Ensuring Equitable Pay Practices

Published By: XpertHR     Published Date: Jun 13, 2018
A renewed focus on pay equity at the state and federal levels, coupled with the power of movements like #MeToo and #TimesUp, have companies and their HR/compliance representatives dusting taking a deep dive into pay practices to ensure equity for all. Recent lawsuits settled in favor of plaintiffs, and activist call-outs for companies to be more equitable and transparent about pay practices, add fuel to the fire: ? Seven female law professors at the University of Denver won a $2.6 million settlement in May ? Activist investor Arjuna Capital is pushing major tech firms to publish data to support equitable pay practices ? Google is facing a class action battle over equitable pay practices That’s just the tip of the iceberg. If you’re not on top of this critical issue, you could be next on the list of companies facing legal and public scrutiny. XpertHR can help you wade through the regulatory requirements and practical considerations to audit and revise, as necessary, your pay practices.
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pay equity, equal pay, gender equality, #metoo, #timesup, pay practices, compliance, fair pay
    
XpertHR

Cutting Costs While Driving Innovation: The Complete Guide to ELAs and TLAs

Published By: Ahead     Published Date: Jun 06, 2018
I don’t think it’s too much at all. However, I would recommend including some bullets calling out key points from the paper and a distinct call-to-action. Something like this: At the start of every year, more than 80% of your annual IT spend is likely already committed – in the form of depreciation, maintenance, and support for infrastructure – inhibiting your ability to bring new capabilities to the business. Making matters worse, these dollars often lie hidden in the form of inefficient or ill-advised software license management. If you don’t have the luxury of a mature vendor management function, you probably struggle to see the full picture of your future maintenance costs. This guide will give you the tools to assess your IT spend by identifying potential blind spots and uncovering the benefits of ELAs and TLAs. Some blind spots may include: • Limited visibility • Productivity barriers • Risk exposures Download now to learn how to formulate a plan to yield savings--savings that fa
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Ahead

The Race For Relevancy: Keeping Up With The Speed Of The Customer

Published By: Resonate     Published Date: Jan 24, 2018
Brands have never been so fragile. The way we find, consume, and share information has changed dramatically in the past 10 years. Traditional customers have been replaced by a more demanding, less loyal breed of customer, and the explosion of channels makes attracting and retaining this new consumer even harder. Digitally savvy buyers are more likely to base their purchasing decisions on relevant customer experiences than on a logo. Even as these device-hopping consumers’ behaviors and preferences change at a dizzying pace, there's still an expectation for a consistent, meaningful experience — but if it's not optimal their perception of value drops and they disengage. So how can brands serve and delight smart customers across different channels and devices? Marketers must move beyond insights based on consumer demographics, transactional behavior, browsing habits, and intent.
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customer strategy, marketing strategy, consumer intelligence software
    
Resonate

A Maturity Model for Delivering Proactive Customer Service

Published By: Service Now     Published Date: Jan 26, 2018
At the highest level of organizations, a new management directive has emerged to meet the changed nature of customer demands and interactions as well as the need to differentiate within the market. This directive has one goal: providing a differentiated customer service experience. As products become increasingly commoditized, organizations can set themselves apart from their competitors by providing a unique customer service experience that creates a "relationship" based on intangible benefits that their customers will find hard to give up. While this vision is theoretically sound, it requires a significant tactical shift in business thinking and processes. The modern customer's habits and service requirements have changed radically. Meeting these needs challenges many historically held beliefs and practices regarding the customer and modes of interaction.
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Service Now

Test and launch effective ads

Published By: Qualtrics     Published Date: Oct 04, 2018
Advertising is a high-risk game. Done well, ads break through the noise, spark conversations about your brand, drive demand, and boost sales. Done poorly, ads bury your messages, damage your brand image, fail to generate revenue, and waste budget on expensive campaigns that fail to deliver. With so much on the line, getting your ads right is crucial. How do you ensure success? Ad testing. As the name implies, ad testing is validating your ad with your target audience prior to launch. You can test individual portions of your ad, like messaging, headlines, visuals or calls to action, or even initial reactions to early ad concepts. Ad testing gives you the following benefits: • Predict the effect on purchase intent • Make informed go or no-go decisions on a specific ad launch • Understand how your brand is perceived • Get the highest ROI from your ad spend Ad testing is one of the best ways to protect your advertising budget and maximize the chances of landing the right messaging with you
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Qualtrics

With Cognilytica: Innovative Approaches to Solving Expense Report Fraud with AI

Published By: AppZen     Published Date: Jun 17, 2019
Occupational fraud is not a small issue. On average, a company loses 5% of its revenues to employee financial fraud each year, with the annual median loss at $140,000 and over 20% of companies reporting losses of $1 million or more. The key to keeping a lid on this fraud is identifying the fraud before it takes too much of a bite out of the company’s bottom line, or even further, to put processes and controls in place that automatically audits, monitors, and accepts or rejects transactions that don’t fit an recognized pattern.
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AppZen

Introducing the Two Sigma Factor Lens

Published By: Two Sigma     Published Date: Sep 19, 2019
In this paper, we provide an overview of the Two Sigma Factor Lens, designed for analyzing multi-asset portfolios and derived from returns of broad, liquid asset class proxy indexes. This lens is intended to be: • Holistic, by capturing the large majority of cross-sectional and time-series risk for typical institutional portfolios; • Parsimonious, by using as few factors as possible; • Orthogonal, with each risk factor capturing a statistically uncorrelated risk across assets; • Actionable, such that desired changes to factor exposure can be readily translated into asset allocation changes. Finally, we discuss methods for constructing and assessing the Two Sigma Factor Lens that can be extended to produce additional risk factors for new sub-assetclasses or cross-sectional risks that may not currently be captured by the lens.1 This factor lens, and our ongoing work to expand it, form the foundations of the VennTM platform.
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Two Sigma

Still Struggling to Reduce Call Center Costs Without Losing Customers?.

Published By: SAP Inc.     Published Date: Jun 16, 2009
Improving your call center may be more easily attainable — and more important — now than ever before. Recognizing that customer interaction is an important differentiator, organizations can increase the focus on their customers’ experience while keeping a firm grip on costs by leveraging the full potential of state-of-the-art technology.
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customer service, customer satisfaction, customer retention, retention, loyalty, crm, customer, client, customer interaction, sap, enterprise applications, customer relationship management, international computing
    
SAP Inc.

Tip Sheet: Building the Business Case for an Omnichannel Contact Center

Published By: Genesys     Published Date: Jun 11, 2018
While most companies today support multi-channel customer service, they typically manage individual channels in silos, resulting in a fragmented customer experience. Moving to an omnichannel contact center solution will not only provide a substantial competitive advantage, it will also improve the overall experience and satisfaction of both agents and customers. Download this tip sheet to learn eleven metrics for building your business case for omnichannel customer service including: • 50% reduction in processing of duplicate messages across channels • Over 20% increase in First Contact Resolution • 15% increase in CSAT
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omnichannel contact center, customer experience, csat, first contact resolution
    
Genesys

Shorten Your Sales Cycle with Better Deal Reviews

Published By: Lucidchart     Published Date: May 16, 2019
The sales industry has changed dramatically. Because prospects are more informed and more people (6.8, on average) have to sign off on a single purchase, sales reps have may find it difficult to close deals on their own. Cue the deal review. When executed correctly, deal reviews give sales reps that support they need—these meetings bring cross-functional teams together and leverage everyone’s experience and connections to move the account forward and shorten the sales cycle. When executed poorly, deal reviews reveal no new insights and waste time better spent on revenue-generating activities. In this e-book, you’ll learn how to standardize your deal reviews so they are efficient and insightful every time. Apply these strategies to: Quickly bring everyone up to speed on a deal’s status. Ensure that sales reps consistently provide the right information. Make sales reps more accountable for action items agreed upon in the deal review. Leverage executive connections.
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Lucidchart

Using real time feedback, triggers and engagement automation

Published By: Gameffective     Published Date: Feb 26, 2019
We all know that employee engagement is important. Employees that are aligned with their goals, aware of their performance gaps, and motivated to improve, perform better. It’s stating the obvious. The big question is how to get there, and whether technology can help us do this at scale. This is where most digital motivation initiatives hit a wall. A new breed of next generation performance and feedback systems are attempting to do just that: creating and maintaining a continuous personalized conversation between employees and managers with regards to performance, development and goals. In online marketing, personalizing messages and promotional activities has been possible for some time. It is called “Marketing Automation”. Hubspot, one of the pioneers in this field, defines it thus: “software that exists with the goal of automating marketing actions. Many marketing departments have to automate repetitive tasks such as emails, social media, and other website actions. The technology of
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Gameffective

Robot Tellers and the Future of Banking

Published By: Intel     Published Date: Mar 19, 2019
Technology has drastically transformed the banking industry and the way in which consumers transact. Mobile banking is now the new normal. Many consumers, especially millennials prefer to do most if not all of their financial transactions via smartphone due to the convenience in which it offers. Even so, the popularity of mobile banking does not imply that the end of retail banking is near as research has shown that consumers still prefer retail banking for complex services such as loan applications, new account openings and advisory services. Download the whitepaper to learn— • How to build a bank of the future by leveraging the Internet of Things • How to increase security, ease system management and reduce operational costs • The benefits of migrating to a thin-client infrastructure and going paperless
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Intel

NPMD Solutions Support PCI DSS Compliance

Published By: Viavi Solutions     Published Date: Apr 14, 2017
NPMD solutions are typically not directly involved in the actual card cardholder transaction. However, given that many can potentially capture and transmit cardholder data they must be viewed as an integral part of a business’ PCI DSS compliance strategy, especially when investigating data breaches for the purposes of reporting or remediation. Therefore, beyond satisfying your service delivery monitoring and troubleshooting requirements, be sure to verify your NPMD solution protects cardholder data and aids your efforts in PCI DSS compliance.
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network security, account security, data management, network protection, secure systems, application security, network performance, network diagnostics
    
Viavi Solutions

The Gaping Hole in your B2B Marketing Automation

Published By: Invoca     Published Date: Jan 21, 2014
In the rush to digital, B2B marketers have ignored a crucial element that salespeople and buyers need: direct human interaction. Sales teams know that calls close customers, and 97% of B2B technology buyers want direct interactions with the provider during the research and purchase process. So why have we left voice conversations behind? In order to get more sales qualified leads and master marketing automation in a multichannel world, we need to bring back human engagement. Join Invoca and guest Forrester Analyst Lori Wizdo as they examine:
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b2b marketing automation, marketing automation, customer lifecycle, b2b buyers, b2b technology buyers, inbound calls
    
Invoca

Evaluating Databases for Cloud Applications

Published By: Datastax     Published Date: Apr 04, 2017
For any business that wants to successfully compete in today’s digital economy, it is not a question of if but rather how much of their business will be done with cloud applications. A cloud application is one with many endpoints including browsers, mobile devices, and/or machines that are geographically distributed. The application is intensely transactional (high velocity reads and/or writes), always available, and instantaneously responsive no matter the number of users or machines using the application. Download this free white paper and explore how DataStax customers are delivering real-time value at epic scale with their cloud applications. Explore the core database requirements that make businesses successful with cloud applications, which include continuous availability, linear scale, and geographic distribution.
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database, cloud, applications, endpoint, datastax
    
Datastax

Evaluating Databases for Cloud Applications

Published By: Datastax     Published Date: Aug 03, 2018
" For any business that wants to successfully compete in today’s digital economy, it is not a question of if but rather how much of their business will be done with cloud applications. A cloud application is one with many endpoints including browsers, mobile devices, and/or machines that are geographically distributed. The application is intensely transactional (high velocity reads and/or writes), always available, and instantaneously responsive no matter the number of users or machines using the application. Download this free white paper and explore how DataStax customers are delivering real-time value at epic scale with their cloud applications. Explore the core database requirements that make businesses successful with cloud applications, which include continuous availability, linear scale, and geographic distribution."
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Datastax

Better Decision to Grow, Protect and Optimize Your Business

Published By: FICO     Published Date: Feb 06, 2018
The FICO® Enterprise Security Score measures the likelihood that you will suffer a data breach in the coming 12 months. To deliver the FICO Enterprise Security Score, we access billions of external data points at internet scale and apply our analytics to give you an empirically derived score. You can measure the cybersecurity risk of your organization, or any organization you want to work with, to see the risk you are inheriting from your supply chain. We provide the information behind your cybersecurity score so you can see where you need to take action, and you can measure the effect of improvements on your overall cybersecurity posture.
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grow, optimize, business, enterprise, security, data, breach
    
FICO

Driving Business Through A2P Messaging

Published By: Mitto     Published Date: Jun 09, 2017
A2P (Application to Person) messaging has underpinned this transformation, across a wealth of new use cases and new verticals. Historically, A2P was used for alerts and, as PSMS (Premium SMS), as a billing mechanism and carrier for simple content and services, both for one-off downloads or actions (eg voting) and for recurring payments. The latter use case has declined markedly in the past 5 years, due largely to the transition to an app-based economy, largely driven by card billing and by regulatory action (in markets such as the US and UK) against fraudsters.
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Mitto
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