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2017 Global State of customer service report

Published By: Microsoft     Published Date: Jul 20, 2018
EXPECTATIONS FOR CUSTOMER SERVICE CONTINUE TO RISE AROUND THE GLOBE Customers expect more from brands when it comes to convenience, resolution times, and agent expertise. Evolving customer preferences are tightly linked to innovations in digital technology, and brands must embrace both in order to keep pace with heightened expectations. The good news is that brands that can deliver on expectations are rewarded with higher rates of customer retention and loyalty. The Microsoft 2017 State of Global Customer Service survey polled 5,000 people from Brazil, Germany, Japan, the United Kingdom and the United States. We continue to find commonalities along with distinct differences between locals. And though people in all age groups are embracing new digital trends, millennials especially are shaping the way brands need to think about the future of customer service engagement. Regardless of industry, service organizations are a customer engagement focal point for brands around the world. Our r
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Microsoft

Five Reasons Why You Need Endpoint Backup

Published By: Code42     Published Date: Mar 31, 2017
Today’s enterprise is vastly different than five years ago: 75 percent of the workforce is mobile, 90 percent of companies support Mac devices, five malware attacks happen every second and half of enterprise data lives outside the data center. As everything around you changes, you’re expected to support the enterprise with flat budgets and static head counts. Endpoint backup enables you to protect enterprise data and mitigate the growing risk of data loss, ransomware and insider threat.
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Code42

Better Together: THE POWER OF CONNECTED DATA

Published By: Simba by Magnitude     Published Date: Jul 12, 2019
Siloed data has become the Achilles heel of marketing insights –especially in the world of B2B and B2B2C marketing. Today’s marketing and sales departments sit on a goldmine of data derived from the dozens of applications and data sources in their MarTech stack. Still, the real opportunity for insights is hidden in the combined data across applications. Combining data in a comprehensive way delivers a full picture of marketing efficacy and efficiency. In this eBook, learn about the origins of siloed data, and how data has emerged and evolved, as well as review the benefits that marketing can realize with connected data. Along the way, we’ll share some action items you can take to assess your current situation and build a plan to unify your data and fuel great marketing insights.
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Simba by Magnitude

IBM DB2 9 Optimized for SAP Software

Published By: IBM     Published Date: Aug 31, 2009
IBM and SAP® have a unique partnership that was established with the goal of delivering the very best enterprise IT solutions to SAP customers.
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ibm, db2 9, sap, information management, sap, deep compression, db2 multi-dimensional clustering, db2 database partitioning feature
    
IBM

The Next Level in Sponsorship

Published By: Spredfast, Inc.     Published Date: Feb 05, 2015
Integrating social sponsorships can be more than a logo. In fact, they should be. When you add social experiences to your sponsorship packages, you’re bringing brand partners all-new ways to engage with audiences and gain valuable exposure. You’re also creating more inventory and new revenue streams for your owned properties. Welcome to the Next Level in Sponsorship outlines 3 basic steps for successfully integrating social into your packages. Up-to-the-minute examples from The NBA, Discovery.com, Toyota, JCPenney®, and other innovators in the sports and media worlds deliver fresh perspectives and creative inspiration. Pump up the value of your sponsorship packages with social. Download our quick-read whitepaper today.
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spreadfast, sponsorship, inventory, revenue, social, advertiser, relationship, engage
    
Spredfast, Inc.

Desktop Modernization eBook

Published By: VMware     Published Date: Oct 04, 2011
This eBook looks at the challenges involved in delivering and managing desktops, today and in the future. Its goal is to demonstrate how VMware desktop virtualization can deliver a solution to address the requirements of IT and end-users without compromise.
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desktop management, technology, vmware, end-user, virtualization, data management, application integration, business intelligence
    
VMware

Developing, Deploying, and Delivering Web API's

Published By: StrikeIron     Published Date: Aug 01, 2013
For internal and external applications, Web API’s provide flexibility and unlock the value of your data and software. However, ongoing API development, deployment and delivery require extensive domain knowledge in operating an enterprise-class infrastructure. Without this expertise, scalability, reliability, and security are compromised.
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cloud computing, colocation and web hosting, web service security, soap web development, web services, web service security, xml, mobile computing
    
StrikeIron

Deliver: Connect with Your Connected Customers

Published By: IBM     Published Date: Oct 24, 2012
If you met a valued customer face to face, you'd probably greet the person with a smile and a "hello." You'd want the communication and ongoing discussion to be personal and specific to the individual. Deliver -- Learn to connect with your users.
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ibm, analytics, consumer behavior, consumer interaction, communication, email marketing, business technology
    
IBM

Why Your Enterprise Can't Do Without a Proven Information Governance and Optimization Solution

Published By: IBM     Published Date: Nov 09, 2012
This IT Manager's Journal takes a close look at information governance and optimization as a requisite element for success in almost any information management project - as well as delivering an efficient IT infrastructure.
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ibm, system z, system monitor, it organization, data governance, data governance solution, it management, business technology
    
IBM

Utilizing Analytics to Deliver Impactful Care Management and Care Coordination

Published By: IBM     Published Date: Nov 29, 2012
Across the globe, healthcare providers, insurers and governments are struggling to improve healthcare, while limiting the impacts on health system costs. Utilizing analytics to deliver impactful care management to improve clinical outcomes.
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analytics, care management, care coordination, data analysis, healthcare, coordination, business technology
    
IBM

NetGiant Improves ROI Using Kenshoo's Customised Bid Policies

Published By: Kenshoo     Published Date: Aug 07, 2012
Kenshoo Portfolio-Based Algorithm Delivers 44% Life in Overall Revenue
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roi, bid management, search marketing, sem, kenshoo, netgiant, bid policies
    
Kenshoo

Ovum Decision Matrix: Selecting a Virtualization and Cloud Management Solution, 2013–14

Published By: HP     Published Date: Oct 01, 2014
The role and purpose of IT in an organization is undergoing significant change, driven by the need for businesses to become more agile and have greater control over cost levers when using technology. This transformation of IT involves many different aspects, not all of which are technology-related, but the one thing they all share is that IT modernization is about making changes to meet the current and future demands of business. This report provides a side-by-side comparison of leading virtualization and cloud management solutions, looking at IT modernization from a data center infrastructure perspective, with the findings delivered as the Ovum Decision Matrix (ODM). It considers the significance of management in the virtualization and cloud environments and how this influences the way in which technology is deployed, used, and controlled.
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decision, matrix, virtualization, cloud, management, businesses, technology, modernization
    
HP

Application Consternation

Published By: Enterprise Mobile     Published Date: Dec 04, 2014
Employees today want more—and they need more—if they’re going to stay productive from anywhere, which is usually the primary goal of having mobile devices in the first place. The right apps can enhance employee productivity, reduce expenses, and increase profitability which means that the decisions you make about the apps your organization uses are among the most important decisions your organization makes. No pressure, right? Our Mobile Application Development solution brief covers: App delivery Providing support for apps Securing apps
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managed mobility services, mobility-as-a service, enterprise mobile, mobility, enterprise mobility, mobile management, device management, mobile applications
    
Enterprise Mobile

Going Mobile the Right Way – 6 Best Practices for Delivering Mobile Learning

Published By: Xyleme     Published Date: May 06, 2015
Mobile learning doesn't have to be out of reach. We have developed this list of six best practices for taking your learning content mobile to help you start thinking about what it takes to go mobile the right way.
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learning content management, mobile learning, content strategy, learning content delivery, learning content management system, content reuse
    
Xyleme

Podcast: The Health Plan Edge

Published By: UnitedHealthcare     Published Date: Mar 05, 2019
As a small business owner, you’ve got big things to consider. But what’s most important? Health plans. Tag along with small business expert Steve Strauss for lively conversations with business owners like yourself — and learn how being informed about health plans can help you keep costs low, employees happier — and give you the edge on competition.
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UnitedHealthcare

Mobile is the strategy

Published By: Adobe     Published Date: Sep 28, 2016
Five years ago, the mobile revolution was in its adolescence. Now, it’s in the midst of a growth spurt, and it’s developing faster than ever. To keep up, you need to deliver customer-winning mobile experiences that drive loyalty for your brand. And the key for achieving this is mobile maturity. Our report outlines survey results from marketing and IT decision makers who share how they’re using mobile today. Read the report ‘Mobile is the strategy’ to learn: • The four components of the mobile maturity lifecycle • Why mobile apps are crucial to a successful mobile strategy • The role analytics plays in reaching mobile maturity
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adobe, mobile, mobile strategy, marketing, mobile maturity, mobile apps, analytics
    
Adobe

Record to Report Insights: Ensuring a Successful Record to Report Transformation Delivery

Published By: Trintech, Inc.     Published Date: Nov 13, 2017
This eBook’s goal is to help you identify which technology best suits your business, how to get a project like this approved internally, and what you need to think about when it comes to delivery.
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trintech, business automation, software implementation, business process automation, bpo, cloud computing, business integration, business process management
    
Trintech, Inc.

Forrester TEI Report Service-The Total Economic Impact™ Of SAP Service Cloud

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

Why Supply Chain Leaders Are Moving To The Cloud

Published By: Oracle     Published Date: Feb 10, 2016
Good supply chain management is essential to your operational efficiency, customer centricity, compliance, carbon footprint, and ultimately, your overall success. If handled correctly, your supply chain should improve customer service—along with the reputation of your brand—and boost your bottom line. But, as with many areas of business, the rules of the game are changing. What’s changing? Well, everything. New regulations, increased buyer expectations, shorter product lifecycles, fluctuations in demand, new market entrants, more ethical supplier management, poor visibility of globalized supply chains—all these things, and more, are testing the limits of the traditional supply chain model. The simple truth is that the way things used to be done, and the solutions that enabled it, are no longer up to the job. Today, organizations need levels of flexibility, integration, and visibility that are beyond what those systems were designed to deliver.
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oracle, supply chain leaders, cloud migration, supply chain management, operational efficiency best practices, it management, data management
    
Oracle

How to Improve Customer Satisfaction with Omnichannel Strategies

Published By: Oracle     Published Date: Mar 08, 2016
In this survey report, we analyze the goals and directions retailers are taking to deliver on the promise of omnichannel customer satisfaction. To that end, retail companies — including traditional retailers, wholesalers and hospitality/ restaurant businesses — are assessing each delivery channel as it provides overall value to omnichannel goals. Yes, the brick-and-mortar store continues to be the most prevalent selling channel for our survey respondents (86.8%) but online sites are in relatively equal standing (79.0%)
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Oracle

Smarter State Government Processes in 2010 - Enabling Citizen-Centric Processes and more!

Published By: IBM ILOG.     Published Date: Oct 26, 2009
Smarter State Government Processes in 2010 - Enabling Citizen-Centric Processes, Transforming Service Delivery and Reducing Costs with IBM WebSphere ILOG Business Rule Management System (BRMS) Technology
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ibm, ilog, business rule management systems, brms, websphere, government, tax, revenue management
    
IBM ILOG.

Selling With Social: How Social Curation Drives Engagement And Sales

Published By: Bazaarvoice     Published Date: Nov 05, 2014
Consumers discuss your brand on Facebook, Twitter, and Instagram. Learn how to harness this wealth of social media content, and display it right where it can go to work delivering engagement, trust, and conversion: your website.
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bazaarvoice, social curation, engagement, proliferation, social channels, social content, customer feedback, drive engagement
    
Bazaarvoice

Define, Hire, And Develop Your Next-Generation Project Managers

Published By: GoToMeeting     Published Date: Jun 09, 2010
This new Forrester white paper explores the evolution of project management and outlines steps for defining, hiring and developing your next-generation project managers.
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citrix gotomeeting, project management, collaboration, software delivery, remote access, remote network management, content delivery
    
GoToMeeting

Live Online Training that Works: Strategies for High Impact Learning and Development

Published By: Citrix Online     Published Date: Jun 09, 2010
This eBook describes techniques to maximize the effectiveness of training delivered online "live" and in real time--in terms of planning and execution to maximize engagement and retention--and to achieve measurable results.
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citrix gototraining, live online training, elearning, best practices, video conferencing, voice over ip, human resources services, employee monitoring software
    
Citrix Online

Metzler: The 2013 Application and Service Delivery Handbook

Published By: Silver Peak     Published Date: Jun 24, 2013
Background and Goals of the 2013 Application and Service Delivery Handbook Throughout the 2013 Application and Service Deliver Handbook, the phrase ensuring acceptable application and service deliver will refer to ensuring that the applications and services that an enterprise uses: Can be effectively managed Exhibit acceptable performance Incorporate appropriate levels of security Are cost effective
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application, service delivery, cost effective, security, technology, encryption, supporting chatty protocols, transmitting files
    
Silver Peak
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