digital interactions

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eBook: 7 Steps for Delivering Next-Generation Digital Customer Service

Published By: Genesys     Published Date: Feb 27, 2018
Modern contact centers support a variety of digital channels—email, chat, co-browsing, social, video—over multiple digital touchpoints (web or mobile devices). What they lack is the ability to link interactions in a step-by-step journey to provide a personal, contextual experience for each customer. Download this eBook. Learn how you can: • Design a successful digital customer engagement strategy • Provide agents with a 360-degree view of the customer across all digital channels and voice • Deliver omnichannel experiences that are personalized, context-based, and low-effort
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digital customer service, contact center, digital channel, ebook
    
Genesys

Engaging the Connected Customer

Published By: LogMeIn     Published Date: Feb 27, 2018
Bold360 empowers companies to reimagine their customer engagement and suppport across all digital channels and devices for highly personalized and intelligent interactions.
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interfaces, customer, service, technology, agent
    
LogMeIn

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

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

FICO Optimization Solutions for Retail

Published By: FICO     Published Date: Feb 06, 2018
In a rapidly advancing and changing market, retailers need to be prepared for the unexpected, from the impacts of new payment options, to the challenges of new entrants and innovations, increasingly complex global supply chains and digitally empowered customers looking to direct their own shopping experience. While many retailers continue to keep in-store and on-line interactions separate, the leading retailers understand that all channels must be seamlessly integrated to help ensure success — including optimizing logistics for a smarter shopping experience, managing or sourcing on-line inventory to respond to consumer demand, striking the right balance between customer satisfaction and maximising return, and space optimization in the store itself.
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customer, loyalty, inventory, optimization, cost, reduction
    
FICO

Digital Transformation: Ushers in a New Era of Communications

Published By: Vonage Business     Published Date: Jan 19, 2018
In the digital era, the customer experience is the new battleground for differentiation. Businesses must make digital interactions personal and contextually relevant with every interaction to thrive and meet today’s consumer’s expectations. Cloud-based unified communications, integrated business applications, and CPaaS is the winning combination to enable contextual communications across the customer value chain. Download the whitepaper.
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digital, transformation, communications, value chain, customer, applications, vonage
    
Vonage Business

Maximizing Moments of Truth Creating Meaningful Realtime Customer Interactions

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

The Guide to Building Your Marketing Technology Stack

Published By: Oracle OMC     Published Date: Nov 30, 2017
Oracle Marketing Cloud is an all-in-one solution that helps retail marketers develop direct relationships with customers through seamlessly orchestrated cross-channel digital experiences—online and offline—that facilitate and strengthen customer interactions across a constantly growing list of digital touchpoints. The result is consistent, relevant, and contextual cross channel experiences efficiently orchestrated to customers wherever they are.
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Oracle OMC

Marketing Automation Simplified: The Small Guide to Big Ideas

Published By: Oracle OMC     Published Date: Nov 30, 2017
Successful email marketing, demand generation, and lead management processes hinge on a modern strategy closely aligned to buyer needs and expectations across all phases of the buying process. Using a wide spectrum of digital channels, today’s buyers employ an extensive network of tools and resources to make the most informed purchase decisions. The Modern Marketing era is driven by the self-educated buyer who marketers must engage to achieve a relevant, targeted, and value-based customer experience. Marketers are increasingly enhancing their understanding of how data can fuel the delivery of meaningful interactions. This access to vast sources of information that marketers are applying to execute and achieve more refined marketing simply can’t be gleaned manually.
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Oracle OMC

7 Digital Best Practices for HR Professionals

Published By: DocuSign UK     Published Date: Nov 16, 2017
"Industry experts predict that successful businesses will soon become 100% digital for all transactions. The challenge is how to “go digital” in the right ways. For many companies, it will be an incremental journey. The HR world is changing quickly—global candidates are tech-savvy and are relying on mobile-enabled interactions. Now more than ever, HR teams are looking to improve the onboarding experience, increase employee satisfaction, and focus HR staff away from mundane tasks. This best practices paper outlines seven important ways that HR teams can make meaningful progress in their digital transformations." .
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professionals, team, digital, transformations, technology, optimization
    
DocuSign UK

Bridging Mobile Application Development and Business Process Management

Published By: Red Hat     Published Date: Nov 08, 2017
Accelerated digital transformation places new demands on business. To stay competitive, organizations must quickly adapt their business models and processes. Business process management (BPM), business rules management (BRM), and mobile applications are increasingly important to many business transactions—from customer-facing to business-to-employee (B2E) and business-to-business (B2B) interactions.
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digital transformation, business process management, business rules management, mobile applications, application programming interfaces
    
Red Hat

The Art Of Integration

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

"The experience revolution. Mobilizing to win - are you ready?"

Published By: IBM     Published Date: Jul 14, 2017
Technology has always enabled companies to reinvent how they engage with customers. But now we are seeing a profound shift – the convergence of physical and digital customer interactions – which is fundamentally changing how customers will interact and transact with brands and businesses everywhere. To better understand these dynamics, the IBV is conducting a Customer Experience (CX) study, published as a series, with multiple reports organized by topic.
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IBM

"The experience revolution. Mobilizing to win - are you ready?"

Published By: IBM     Published Date: Jul 14, 2017
Technology has always enabled companies to reinvent how they engage with customers. But now we are seeing a profound shift – the convergence of physical and digital customer interactions – which is fundamentally changing how customers will interact and transact with brands and businesses everywhere. To better understand these dynamics, the IBV is conducting a Customer Experience (CX) study, published as a series, with multiple reports organized by topic.
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digital interaction, experience design, interactive experience, cross functional collaboration, customer experience, integrated data
    
IBM

Continually Optimize Experiences

Published By: Optimizely     Published Date: Jun 02, 2017
Download this complimentary Forrester report* – Continually Optimize Experiences to Differentiate and Compete for Customers.
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optimizely, optimize experiences, digital channels, customer relations, customer expectations, customer interactions
    
Optimizely

7 Steps To Creating A High-Impact MarTech Stack

Published By: Marketo     Published Date: May 18, 2017
Across industries, marketing increasingly plays a critical role in company growth. After all, the top expectation of CEOs polled by Gartner, in the 2014 Gartner Executive Summary for CMO Leadership, Accountability, and Credibility within the C-suite, is that the CMO would not only improve, but also own the customer experience by 2016. Combine this with the fact that digital is quickly becoming the de facto medium for customer interactions, and it’s easy to see why it’s essential that CMOs build an effective, efficient, and scalable marketing technology (aka MarTech) stack. Today, according to Forrester’s 2015 research, “Don’t Let Muddled Messaging Compromise Customer Experience,” as much as 90% of a buyer’s journey is self directed. Your buyers have moved online and many of them (likely a majority of them) prefer to be reached through digital channels.
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integrate, social lead tool, slide share, webinar platform, lead capture, web forms, delivery assurance, event automation
    
Marketo

Retail Stores Of The Future

Published By: Adobe     Published Date: May 16, 2017
Download our new white paper, Retail Stores of the Future, to learn how you can bring the best of online shopping to brick-and-mortar stores. You’ll see how new digital marketing technologies and strategies can be applied to in-store interactions—so you can create immersive experiences everywhere your customers go. Read the white paper now to discover: • How retailers are blending innovative technologies with traditional shopping • Four key approaches they’re using to build Stores of the Future • The interactive tools they’re employing to enrich in-store experiences
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Adobe

"The Experience Revolution. Mobilizing To Win - Are You Ready?"

Published By: IBM     Published Date: May 16, 2017
Technology has always enabled companies to reinvent how they engage with customers. But now we are seeing a profound shift – the convergence of physical and digital customer interactions – which is fundamentally changing how customers will interact and transact with brands and businesses everywhere. To better understand these dynamics, the IBV is conducting a Customer Experience (CX) study, published as a series, with multiple reports organized by topic.
Tags : 
customer experience, digital perforamnce, it performance, digital experience, digital experience monitoring
    
IBM

Akamai Solutions for Gaming

Published By: Akamai Technologies     Published Date: May 08, 2017
While the shift from disk to digital offers tremendous potential opportunities, it also presents a host of new challenges for gaming companies. As the online channel grows increasingly complex and the pace of innovation accelerates, many companies struggle to keep up. Not only are there websites and storefronts to manage, but also real-time gaming servers, large software downloads, and live-streamed competitions and events. Games are transforming from fixed, boxed products to dynamic, ongoing services – with frequently updated content, in-game micro-transactions, virtual goods and social interactions. Mobile adds another dimension to the trend, as consumers increasingly look to play on smart phones and tablets – or on multiple screens across devices. To successfully navigate this complex and changing landscape, gaming companies need an agile, high- performance infrastructure that allows them to turn the Internet into a reliable and effective online distribution channel. This requires f
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akamai, akamai gaming, infrastructure, distribution channel, technological advancements
    
Akamai Technologies

The Experience Revolution. Mobilizing to Win - Are You Ready?

Published By: IBM     Published Date: Apr 21, 2017
Technology has always enabled companies to reinvent how they engage with customers. But now we are seeing a profound shift – the convergence of physical and digital customer interactions – which is fundamentally changing how customers will interact and transact with brands and businesses everywhere. To better understand these dynamics, the IBV is conducting a Customer Experience (CX) study, published as a series, with multiple reports organized by topic.
Tags : 
customer experience, branding, customer interaction, technological influence, customer engagement
    
IBM

How to Navigate CRM and CCI Procurement on the Route to Omnichannel Success

Published By: Genesys     Published Date: Apr 07, 2017
To meet the growing demand for digital interactions, both CRM and CCI (contact center infrastructure) vendors have added a range of digital channels to their portfolios. CCI vendors are focusing on offering an integrated omnichannel customer engagement platform, to improve their appeal to the customer service software market. The challenge for IT leaders is to decide which engagement channels should be managed by which vendors. This Gartner report discusses: - Three procurement strategies IT leaders can adopt to achieve their business goals for omnichannel (voice plus all digital channels) - Strengths and challenges associated with each strategy - Key considerations for omnichannel success
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genesys, contact center infrastructure, cci, omnichannel success, cci vendors
    
Genesys

MANAGING ANONYMOUS AND AUTHENTICATED EXPERIENCES

Published By: Adobe     Published Date: Mar 21, 2017
Digital marketing technologies have transformed both anonymous and authenticated interactions. Online ads, websites, and search reach more anonymous consumers for less, with much better segmentation and measurement. They’ve also added entirely new capabilities like behavioral monitoring and predictive analytics.
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Adobe

Retail Stores of the Future

Published By: Adobe     Published Date: Mar 03, 2017
Download our new white paper, Retail Stores of the Future, to learn how you can bring the best of online shopping to brick-and-mortar stores. You’ll see how new digital marketing technologies and strategies can be applied to in-store interactions—so you can create immersive experiences everywhere your customers go. Read the white paper now to discover: • How retailers are blending innovative technologies with traditional shopping • Four key approaches they’re using to build Stores of the Future • The interactive tools they’re employing to enrich in-store experiences
Tags : 
customer experience, digital technology, retail, customer needs, retail experience, future of retail
    
Adobe

The Experience Revolution: Mobilizing to Win

Published By: IBM     Published Date: Feb 28, 2017
Technology has always enabled companies to reinvent how they engage with customers. But now we are seeing a profound shift – the convergence of physical and digital customer interactions – which is fundamentally changing how customers will interact and transact with brands and businesses everywhere. To better understand these dynamics, the IBV is conducting a Customer Experience (CX) study, published as a series, with multiple reports organized by topic.
Tags : 
mobilization, customer experience, customer engagement, customer interaction, ibv, ibm
    
IBM

Optimize Customer Experiences with Digital Intelligence

Published By: IBM     Published Date: Oct 12, 2016
As digital transformation accelerates, the opportunity to engage customers digitally has never been greater — but so has the threat of not delivering great customer experiences. In order for customer insights professionals to compete, the use of customer understanding to optimize experiences at scale must be at the heart of all digital transformation initiatives. Digital intelligence provides a vision and approach that captures a holistic view of the customer in order to optimize digital interactions, engagements, and experiences. During his talk James McCormick will describe the vision and need for digital intelligence; the approach needed to make it a strategic initiative, and ultimately, how it will provide a competitive advantage.
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ibm, commerce, customer analytics, digital intelligence, customer experience, knowledge management, enterprise applications, business technology
    
IBM

Optimize Customer Experiences with Digital Intelligence

Published By: IBM     Published Date: Oct 11, 2016
As digital transformation accelerates, the opportunity to engage customers digitally has never been greater — but so has the threat of not delivering great customer experiences. In order for customer insights professionals to compete, the use of customer understanding to optimize experiences at scale must be at the heart of all digital transformation initiatives. Digital intelligence provides a vision and approach that captures a holistic view of the customer in order to optimize digital interactions, engagements, and experiences. During his talk James McCormick will describe the vision and need for digital intelligence; the approach needed to make it a strategic initiative, and ultimately, how it will provide a competitive advantage.
Tags : 
ibm, commerce, customer analytics, digital intelligence, customer experience, knowledge management, enterprise applications, business technology
    
IBM
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