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Hypergrowth Meets CX Excellence

Published By: ttec     Published Date: Nov 15, 2019
Companies that achieve hypergrowth don’t get there by accident. It’s the result of being laser-focused on bringing an innovative idea to life and expanding the business exponentially. It’s about changing the game. But regardless of industry or companysize, every business faces a similar challenge: maintaining customer growth and transforming those early customer relationships into true loyalty. Here, we’ll discuss strategies for accelerating the customer experience and finding more ways to deepen the relationship.
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ttec

Solution Brief: Optimizing HPC Infrastructure for AI Convergence

Published By: Intel     Published Date: Nov 14, 2019
Evaluating an existing HPC platform for efficient AI-driven workloads The growth of artificial intelligence (AI) capabilities, data volumes and computing power in recent years mean that AI is now a serious consideration for most organizations. When combined with high-performance computing (HPC) capabilities, its potential grows even stronger. However, converging the two approaches requires careful thought and planning. New AI initiatives must align with organizational strategy. Then AI workloads must integrate with your existing HPC infrastructure to achieve the best results in the most efficient and cost- effective way. This paper outlines the key considerations for organizations looking to bring AI into their HPC environment, and steps they can take to ensure the success of their first forays into HPC/AI convergence.
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Intel

How Live Stream Chat Is Redefining Media Consumption and Social Engagement

Published By: SendBird     Published Date: Nov 14, 2019
Media brands are beginning to see that while their content generates excitement, all of their audience engagement takes place on external platforms. As a result, companies such as Facebook and Twitter control the audience’s experience — and reap the many benefits of hosting conversations and interactions surrounding content they did not create. For customers, this fragmented landscape creates a disjointed user experience because they’re forced to constantly switch between applications and risk missing the action in the process. They use one app to consume content, another app to discuss with friends, and yet another app to chat with the broader community.
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SendBird

Het belang van samenwerking met de business.

Published By: Workday Netherlands     Published Date: Nov 13, 2019
FSN Publishing heeft meer dan 660 finance executives gevraagd naar hun aanpak van business partnerships. De resultaten zijn fascinerend. Lees dit rapport voor inzichten in: • De uitdagingen en voordelen van partnerships • Hoe data samenwerking beïnvloedt en versterkt • Hoe organisaties succes meten
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workday, workforce technology, digital strategy
    
Workday Netherlands

Spiraledge Adapts to Market Shifts and Maximizes Customer Satisfaction

Published By: Rackspace     Published Date: Nov 11, 2019
The Customer Spiraledge is a health and ecommerce company in the online retail, activity tracking and farm management spaces. The Obstacles They Faced The online retailer needed to improve scalability, performance and agility to reduce the risk of unpredictable traffic causing outages or bad customer experiences. What Spiraledge Achieved with Rackspace and GCP After completing a 13TB migration, Spiraledge’s new Google Cloud Platform is more responsive to traffic spikes and has increased key business results from R&D platform innovations.
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Rackspace

4 Ways Successful Brands Strike a Balance Between Artificial and Human Intelligence

Published By: ttec     Published Date: Nov 08, 2019
Today’s most successful brands blend Artificial Intelligence (AI) and automation with human intelligence (HUMINT) to augment their customer and employee experience strategies in the contact center – and as a result, they’re winning over customers. While some tasks are perfect for automation – think about those mundane, repetitive, low-value actions – the truth is, AI simply cannot replicate the “human touch.” Understanding the strengths of each kind of intelligence (AI + HUMIT), and using them to cooperatively deliver exceptional employee and customer experiences is a pivotal competitive differentiator for brands. These leading brands agree there are four specific ways to drive the greatest outcomes – and we go into detail about them in all our Contact Center Collaborative Intelligence strategy guide.
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ttec

5G Positioning and Pricing Strategies: Driving to 5G Success

Published By: Matrixx Software - Kingpin     Published Date: Nov 07, 2019
As 5G is becoming a commercial reality in multiple lead markets, the question of how it should be positioned, packaged and priced will be critical in building competitive 5G propositions. Download the Strategy Analytics report to discover the results from end-user study groups and operator interviews, undertaken to answer a fundamental question: Are Telcos getting 5G right? Learn: How to build a 5G proposition to drive uptake, demand and profitability What consumers want from 5G services Where the opportunities and challenges are for operators, including content, unlimited data, enterprise offerings, network slicing, digital engagement, IoT etc.
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Matrixx Software - Kingpin

Webinar: How will your organisation achieve Customer Experience Excellence?

Published By: KPMG     Published Date: Nov 06, 2019
KPMG’s UK Customer Experience Excellence (CEE) report identifies and ranks the top 100 brands of the year – and the results for 2019 are in! David Conway, Director, KPMG Nunwood, shares stories of some of the remarkable brands appearing in this year’s table. Listen to this webinar now to discover: • What key trends are shaping organisations’ drive to achieve customer experience excellence • How to use employee and customer experience strategies to drive growth • How leading brands are optimising their management systems, culture and journeys to unlock superior performance • How your organisation can improve its position in the CEE table.
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KPMG

Building a Business Case for Social Recognition

Published By: Achievers     Published Date: Nov 06, 2019
Understanding HR and Engagement Leaders’ Challenges and Opportunities When employees are recognized, the business performs better. Recognition is one of the most basic strategies for strengthening the employer and employee relationship, yet it is too often overlooked. Many companies are not aware of the available options and as a result, only recognize employees in an ad hoc way. The right technology can play a critical role in helping organizations make recognition more consistent, frequent, and meaningful – which ultimately boosts productivity and the bottom line Download the report now
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Achievers

Recognition Culture: The MVP of Employee Experience

Published By: Achievers     Published Date: Nov 06, 2019
People work better when they are recognized for their time and effort. Many CEOs and HR leaders believe that creating a better culture for employees, with regular feedback and recognition, should be a top priority if their organizations want to experience better business results overall. In this eBook co-authored by Talent Culture, “Recognition Culture: The MVP of Employee Experience,” we explore the importance of recognition in establishing and maintaining a desirable company culture. Be it bonuses, awards, rewards, a virtual gold star, or a simple shout out on social media, fostering a culture of recognition drives higher levels of engagement, which translates into improved performance and better results. Download now
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Achievers

What’s fueling the digital transformation of businesses everywhere?

Published By: Schneider Electric     Published Date: Nov 04, 2019
What is digital transformation? Why is everyone talking about it? And what can it do for me? Across every level of your company, people are asking themselves these questions. The Global Digital Transformation Benefits Report provides answers. It’s based on data points from over 230 cases of digital transformation from around the world, in data centers, buildings, infrastructure, and industry. The results paint a compelling picture of what digital transformation can do for businesses of all types. A selection of key findings: - On average, digital transformation helped our customers save 35% on engineering costs. - Our customers cut an average of 28% off their energy costs. - Digital transformation efforts drove productivity gains by an average of 24%.
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digital transformation, digital transformation in business, digital transformation in healthcare, iot, data centers, buildings, infrastructure, industry
    
Schneider Electric

The Definitive Framework for Application Rationalization

Published By: Apptio     Published Date: Nov 04, 2019
To optimize technology operating costs and free-up funds to drive innovation, it’s critical for IT organizations to identify waste and eliminate it. A good place to start is often in the application portfolio, where it’s commonplace to have redundant apps which overlap in function and deliver minimal to no business value. How do you zero in on the resource-drainers and excise them without compromising service delivery or ongoing business processes? How do you undertake the complicated route of rationalizing your application portfolio??? Download this eBook to: o Get started on Application Rationalization (App Rat) with your existing data o Use facts to cut through ambiguity and make defensible decisions o Gain buy-in from skeptical app owners and business partners o Measure results and show return on your efforts o Sustain gains with ongoing portfolio management
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Apptio

Pairing SD-WAN and UCaaS/CCaaS To Maximize Performance, Productivity, and Savings

Published By: Masergy     Published Date: Nov 04, 2019
Driven by the need to save money, improve agility, and take rapid advantage of emerging technologies to improve internal collaboration and customer engagement, organizations are quickly adopting Unified Communications-as-a-Service (UCaaS) and Contact Center as a Service (CCaaS). UCaaS and CCaaS enable businesses to deliver a modern communications environment, without large capital investment, and in a manner that provides for rapid scaling, easy expansion into new sites and geographies, and deployment flexibility. Unfortunately, many enterprise networks are not optimized to deliver the performance and reliability required to support cloud-based applications, including UCaaS and CCaaS. As a result, IT leaders are rapidly adopting Software-Defined Wide-Area Network (SD-WAN) technologies. With SD-WAN’s ability to virtualize underlying network services and to build enterprise-grade WANs using both public (Internet) connectivity and private WAN connectivity, IT leaders can leverage it to su
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Masergy

Aproveche el valor de su capital de datos para impulsar el éxito del negocio

Published By: Dell EMC Storage     Published Date: Nov 01, 2019
La era digital ha dado pie a la proliferación de los datos que potencian a las empresas modernas. Cuando se aprovechan correctamente, las organizaciones ven el potencial de los datos para impulsar mejores resultados en todos los aspectos del negocio El uso de datos para soportar diferentes flujos de trabajo, el análisis y las actividades transforman la TI en un capital de datos, un recurso digital que impulsará valor del negocio. La medida en que una empresa alinea su organización con respecto a esta mentalidad de capital de datos, ya sea en la manera en que usan los datos y la manera en que se invierte en la tecnología de datos, puede tener un impacto duradero en el éxito de la empresa. En febrero de 2019, Dell EMC e Intel encargaron a Forrester Consulting un análisis que evaluara si la capacidad de aprovechar y aplicar el análisis y los datos en cada oportunidad se está convirtiendo rápidamente en un requisito previo para el éxito. Para probarlo, Forrester llevó a cabo una encuesta g
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Dell EMC Storage

Webinar: Using Data to Allocate Security Resources

Published By: Resolver     Published Date: Nov 01, 2019
Together with ASIS International, Resolver polled corporate security professionals in the ASIS community about the state of security management in 2019. Based on the results, Resolver examined current practices and trends in the systems and technologies involved with managing incidents and assessing threats. Watch this webinar for access to the survey results where Resolver identified the top incidents organizations face, where security teams are planning technology improvements or upgrades, and how they use incident management to assess future threats. You’ll walk away with the information you need to benchmark your team, as well as practical tactics to collect relevant data to help allocate and maximize your security budget for 2020.
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Resolver

SHELL CORENA S3 RX: DE EERSTE GEAVANCEERDE SYNTHETISCHE COMPRESSOROLIE OP DE MARKT OP BASIS VAN GTL-

Published By: Shell U.K. Limited     Published Date: Oct 30, 2019
Goede smering is essentieel voor productiebedrijven. Het zorgt voor lagere onderhoudskosten en hogere productiviteit, wat vervolgens de total cost of ownership (TCO) verlaagt. Zes van de tien bedrijven weten echter niet goed dat smering bijdraagt aan het voorkomen van onvoorziene uitval en daarmee de beschikbaarheid van machines verhoogd. Met dit in gedachten is Shell Corena S3 RX ontwikkeld. Het biedt bedrijven een eenvoudige oplossing voor de meest dringende aandachtspunten bij hun productieactiviteiten. Als eerste compressorolie op basis van Gas-To-Liquids-technologie (GTL) op de markt biedt Shell Corena S3 RX: langere levensduur van de olie, minder olie in de perslucht en hogere efficiëntie. Dit resulteert in meer productiviteit op de lange termijn en een lagere TCO. De smeerproducten van Shell worden gemaakt in nauwe samenwerking met OEM's en klanten. Bij de ontwikkeling ervan wordt specifiek rekening gehouden met de eisen en wensen van productiebedrijven, wat al voor minstens 1
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Shell U.K. Limited

SHELL CORENA S3 RX: INDUSTRY FIRST, ADVANCED GTL TECHNOLOGY SYNTHETIC COMPRESSOR OIL (PL)

Published By: Shell U.K. Limited     Published Date: Oct 29, 2019
Effective lubrication is vital in the manufacturing industry, helping to reduce total cost of ownership (TCO) through lower maintenance costs and greater productivity. However, 6 in10 companies are unclear on how lubrication can influence unplanned down time or equipment availability. With this in mind, Shell Corena S3 RX is designed to offer companies a straightforward solution to the most pressing concerns experienced in manufacturing operations. Marking it the first gas-to-liquids compressor oil to enter the market, Shell Corena S3 RX offers: longer oil life; reduced oil carryover; and improved efficiency, driving your equipment to become more productive over the long-term and subsequently reducing TCO. Created in collaboration with OEMs and customers, Shell’s range of lubrication products are designed with manufacturers in mind and have resulted in at least £139 million savings to customers worldwide. Read the Shell Corena S3 RX brochure Read our General Manufacturing Total Co
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Shell U.K. Limited

Cherwell Peer Report: IT Leaders at Four Universities Reimagine What’s Possible with ITSM

Published By: Cherwell Software     Published Date: Oct 28, 2019
To keep up with the growing needs of students, faculty and staff, higher ed IT departments must deliver a modern and seamless digital experience—often despite significant budget and staffing hurdles. In this peer report, IT leaders at four different universities share how they’re using Cherwell’s IT service management (ITSM) solution to tackle common challenges and create extraordinary results in three key areas: efficiency, campus-wide user experience and enterprise-level innovation. What they’ve accomplished is only the start: • Halving customization and configuration time while boosting user satisfaction • Improving service delivery and enabling campus-wide collaboration • Helping departments beyond IT to pursue their own automation initiatives By replacing legacy systems, automating manual workflows, enabling self-help and much more, IT pros are making radically new realities possible with a streamlined and customizable approach to ITSM. Download the report to read their stor
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Cherwell Software

SHELL CORENA S3 RX: INDUSTRY FIRST, ADVANCED GTL TECHNOLOGY SYNTHETIC COMPRESSOR OIL

Published By: Shell U.K. Limited     Published Date: Oct 28, 2019
Effective lubrication is vital in the manufacturing industry, helping to reduce total cost of ownership (TCO) through lower maintenance costs and greater productivity. However, 6 in10 companies are unclear on how lubrication can influence unplanned down time or equipment availability. With this in mind, Shell Corena S3 RX is designed to offer companies a straightforward solution to the most pressing concerns experienced in manufacturing operations. Marking it the first gas-to-liquids compressor oil to enter the market, Shell Corena S3 RX offers: longer oil life; reduced oil carryover; and improved efficiency, driving your equipment to become more productive over the long-term and subsequently reducing TCO. Created in collaboration with OEMs and customers, Shell’s range of lubrication products are designed with manufacturers in mind and have resulted in at least £139 million savings to customers worldwide. Read the Shell Corena S3 RX brochure Read our General Manufacturing Total Co
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Shell U.K. Limited

Forrester TEI study 2019: The Total Economic Impact of ServiceNow IT Applications

Published By: ServiceNow     Published Date: Oct 23, 2019
Forrester Consulting determined the Total Economic Impact™ of IT applications—and ServiceNow believes that the results were impressive. The study delivers a framework to evaluate the real world customer experience and economic impact of switching to ServiceNow. Download now.
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servicenow, total economic impact (tei), customer experience
    
ServiceNow

A Methodology for Digital Intelligence: Delivering Extraordinary Digital Experiences

Published By: Quantum Metric     Published Date: Oct 18, 2019
At Quantum Metric, helping companies improve digital customer experience is our passion. We’ve harnessed the learnings and observations we’ve had across dozens of Fortune 500 organizations to develop a methodology that companies can use to achieve meaningful results quickly - helping leadership and teams highlight the lowest hanging fruit in their organizations. The principles for our guide are: Be Easy to Understand. Five clear steps with specific goals and outcomes. Provide Value from Day One. No month-long assessments required. Deliver Quantifiable Outcomes. Clear, objective, and measurable improvements. Be Consistent. Produce repeatable results. Be Universal. Applicable to a wide-variety of businesses and situations. Using the concepts illustrated within this methodology, digital teams from every industry have been able to consistently deliver stellar customer experiences that encourage and maintain long term brand loyalty.
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Quantum Metric

How Restaurant Brands Can Get Better Guest Feedback

Published By: InMoment     Published Date: Oct 14, 2019
In today’s experience economy, a simple request for feedback on a receipt is not enough to accurately determine your guests’ needs. Guests need to be presented with the option to share feedback at the right time for them—whenever, wherever, and however they want to. At the same time, the volume of feedback requests and the length of surveys often result in survey fatigue and other negative emotions in guests. This is just one of the complex issues restaurant brands find themselves facing today. Others include: • How do I understand the experience every individual guest has with my brand? • How do I communicate with them in a way that they’re more likely to give feedback? • How can I demonstrate awareness of the guests’ situations and acknowledge their needs?
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InMoment

Transforming Banking with Speed, Scalability and Savings

Published By: IBM APAC     Published Date: Oct 11, 2019
Several countries in the Asian region are experiencing strong growth in their economies, but a large part of the population of many of these countries remains unbanked. In such a scenario, Techcombank, a bank in Vietnam, knew it had to deliver a differentiated banking experience for its prospective customers. The bank had to transform its IT infrastructure and it zeroed in on IBM LinuxONE because of its ability to handle very large and variable workloads, combined with strong security and cost-efficiency. As a result, it was able to handle 4X the transactions during peak season effortlessly along with 44% lower total cost of ownership while also winning new customers. Find out more.
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IBM APAC

Complexity, Competition & Skills: Dynamics Hindering MRO Growth

Published By: Zilliant     Published Date: Oct 11, 2019
The maintenance, repair and overhaul (MRO) and industrial distribution industry is massive and continues to grow at a steady pace. Despite this positive outlook, individual MRO distributors aren’t short on their own challenges when it comes to retaining and growing their market share. There are several factors hindering MRO companies from retaining the share they have and claiming more. Namely: • Complexity: Their large customer counts and behemoth SKU counts render it impossible to give reps market-aligned pricing guidance and sales intelligence • Competition: MRO is ripe for poaching by Amazon, and as a result, traditional distributors continue to see market share slipping away to the online giant • Skills: A massive generational shift in the workforce is resulting in a skills gap that’s proving particularly problematic to fill In this playbook for MRO and industrial products distributors, we will discuss how growth is hindered in this dynamic industry and then provide reimagin
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Zilliant

Marketing Takes the Lead in Customer Experience Management

Published By: Adobe     Published Date: Oct 10, 2019
In this white paper we discuss the opportunities and challenges associated with customer experience management and highlight three key areas of future focus for successful European marketing leaders: customer consent management in marketing in the light of GDPR; the future of AI-driven customer engagement in marketing; and customer journey management as the new mantra and operating model for marketing operations management. Our observations and conclusions are backed by rigorous research results based on a representative sample of telephone interviews with marketing leaders across Europe. We hope you enjoy this paper and would be interested to hear your feedback. We believe the paper provides the benchmarks and insights to guide the next generation of marketing domain digital technology deployments and beyond into enterprisewide customer experience management.
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Adobe
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