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Chatbots 101: Why Knowledge Management is Critical to Their Success

Published By: MindTouch     Published Date: Mar 08, 2019
Chatbots are hungry and knowledge management is the secret sauce. Chatbots are all the rage. They help customers find information and answers. They help contact centers automate tasks and create considerable efficiency gains. How, then, do organizations ensure their chatbots consistently deliver A+ experiences? The answer is knowledge management. Without the availability of rich, relevant content, chatbots have very little to work with during customer interactions. They won’t be able to accurately match user intent with the right information. And that’s no good for the customer. How knowledge management changes all that is the topic of our latest whitepaper.
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MindTouch

Connecting With Customers From Start to Finish

Published By: MindTouch     Published Date: Mar 18, 2019
The recent groundswell around customer centrism and knowledge management (KM) is no coincidence. Today’s customer journey is far more expansive and layered. Customers, conditioned by the vast availability of convenient digital experiences, have come to prefer digital channels. And their expectations are high.
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MindTouch

The 5 Layers of Customer Self-Service

Published By: MindTouch     Published Date: Mar 18, 2019
How companies can help reduce the friction
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MindTouch

3 Pillars of Contact Center Efficiency Powered By Self-Service Content

Published By: MindTouch     Published Date: Mar 18, 2019
Improving contact center efficiency remains a top priority for most service professionals. Yet, the impetus for doing so has shifted from a conversation about cost toward a greater focus on the customer experience. The reason is simple: contact center efficiency costs are intertwined with the customer experience. Increasingly, controlling cost in the contact center depends on the extent to which an organization can meet the growing demand for A+ customer self-service experiences. When I have a question, customers now ask, is it quick and easy to find an answer? Three important pillars of contact center efficiency now depend on the answer to this question.
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MindTouch

Elevating CX With Knowledge Management

Published By: MindTouch     Published Date: Mar 18, 2019
Today, the average person has instant access to an immeasurable quantity of information. Smartphones and mobile devices put it all at one’s fingertips. It is part of an unprecedented shift that puts customers squarely in the driver’s seat. As a result, the balance of power has decisively shifted from sellers to buyers—from products and services to the customers who consume them. Companies now face a simple but critical choice: prioritize the customer experience, or risk going by the wayside. The companies that thrive are those that obsess over proactively meeting customer demand for timely and effortless experiences.
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MindTouch

Get Back Wasted Time: Executive strategies to grow your business

Published By: Sage People     Published Date: May 04, 2018
How do you measure up as a business leader? As a business executive your time is incredibly valuable, right? And if you aren’t maximally time efficient or productive then you – and your business – will soon fall behind. It’s a fact of life in today’s highly-competitive digital marketplace. But how do you stem the flow of lost time? And how are other leaders making the most of this scarce resource so they can be as efficient, productive and valuable as possible? This report was produced specifically for the UK and Ireland (UK/I) region and is based on data gathered from real-world business leaders explaining how they perform tasks on a daily basis. In the report, we look at how business managers can step up from operational tasks and focus on work that will propel their business forward. We will: • Touch on the priorities of what could be termed ‘accelerated business leaders’: those
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Sage People

Mastering the operational complexity of IoT Applications

Published By: Dynatrace     Published Date: Apr 16, 2018
Internet-of-things (IoT) is increasing in excitement across all industries as they look to provide innovation in their product and services, and monitor risks and costs in their business operations. But IoT is not a single technology. It is an ecosystem of human and non-human touchpoints that span across multiple technologies. This creates a dynamic and complex environment that is difficult to see and manage in scope. The traditional monitoring approach of watching dashboards, responding to alerts, and manually analyzing doesn’t work anymore. Today’s hyper-dynamic, highly distributed IoT application environments have become way too complex and move too quickly. The volume, velocity, and variety of information is simply more than humans can keep up with using traditional tools.
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Dynatrace

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

7 Steps to Controlling Social Networking

Published By: MessageLabs     Published Date: Sep 17, 2008
Social and business networking sites are changing the way people talk online. Sites like Facebook, MySpace and Bebo help friends stay in touch while LinkedIn and Plaxo mainly connect business users. They are very popular but present new challenges to IT managers. They seem to have come out of nowhere. For example, Facebook currently has 70m users, 40% of which are located in the US.  The rapid growth of such sites is part of the problem. Companies risk being caught off guard.  Learn how to protect your business from threats posed by online social networking in this 7 Step Guide for IT Managers.
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web security, internet security, social networking, facebook, myspace, my space, social, messagelabs
    
MessageLabs

Solving Small Business Digital Challenges

Published By: Dell & Microsoft     Published Date: Mar 13, 2014
Many small business people today are constantly on the move. So when it comes to purchasing new computers, it’s tough to decide whether a desktop, laptop, or tablet will give you the most bang for your buck. Download this 2-minute video to learn how a small business owner chose the Dell XPS 18 Portable All-in-One Desktop with Touch and got all three options in one, with benefits including: o The new Windows, which allows for increased productivity and ease-of-use with touch-based apps o Desktop power made portable o A huge 18.4” Full-HD touch display for amazing presentations (no need to lug a projector) o Built-in feet, with an optional docking stand and keyboard for when you’re in the office Download this short video and see how the Dell XPS 18 can help organize your life and solve your digital business challenges.
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dell, windows 8, dell xps 18, tablet, large screen tablet, mobile, mobile presentations, business tablet
    
Dell & Microsoft

The Business Value of Adobe Experience Manager Sites

Published By: Adobe     Published Date: Nov 02, 2018
Improving the customer experience is a strategic imperative for most organizations today, but delivering an engaging experience across the growing number of digital customer touch points can be a daunting challenge. Organizations must deliver responsive experiences that “play well” on smartphones, PCs, and tablets. They must publish content to installed app experiences on mobile and other connected devices, to social channels, and to email campaigns. They must manage global sites in different languages, localize the experience for different markets, and — increasingly — personalize the experience for different customer personas or segments. A modern digital experience management platform is essential for any organization hoping to make digital experience delivery a core competency. IDC interviewed organizations using Adobe Experience Manager Sites (AEM Sites) to understand the impact of the platform on their ability to create, manage, and deliver digital experiences. Study participants
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Adobe

AI-powered personalization— above expectation, beyond imagination

Published By: Adobe     Published Date: Nov 02, 2018
t any moment, anywhere in the world, on any kind of device, a prospect or customer is raising their hand and saying, “I’m your best opportunity. Don’t ignore me.” They’re telling you that by every action they’ve taken and every interaction you’ve had up to that point. You can consider each bit of data you’ve collected across their journey a meaningful expression of intent. And with that, you will know how to give them an experience that’s above their expectations and beyond their imagination. When you can do that, it’s magical. The flow feels seamless and natural to your customer. These in-the-moment, justfor- them experiences move with them from one touchpoint to another and keep them coming back for more. And as the experiences get better and better, so does the likelihood that they’ll take the action you want. Because every customer wants an amazing experience, and every brand wants to deliver one. It thrills you as a marketer and helps you achieve your business goals. Amazing means
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Adobe

Addressing HIPAA Requirements for Electronic Communications

Published By: Actiance, Inc.     Published Date: Jan 15, 2015
Healthcare providers are starting to realize that using electronic communication, collaboration, and social networks to keep in touch with each other and with patients can improve the quality of care they provide. However, it also exposes them to risk since the information they share on these networks has to be protected in order to meet specific regulatory guidelines, like those mandated by HIPAA. The prescription for success is to consider compliant use of these networks before and while they are being used and the technology that helps achieve that goal. Read this paper to gain an understanding of: What the regulatory landscape of the healthcare industry looks like What concerns you should be aware of from a legal perspective
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electronic communications, hipaa requirements, social networks, compliance, it management, enterprise applications
    
Actiance, Inc.

The Omnichannel Challenge: Strategies That Work

Published By: Oracle     Published Date: Jan 28, 2015
Whether they call it “omnichannel” or something else, in 2014 most retail executives agree that delivering a consistent brand experience across all channels is a vital component of go-forward retail strategies. In fact, close to 95% of retailers define their retail strategy as “omnichannel,” up from 88% last year according to a recent survey conducted by Retail Touch Points. Read the 2014 report to hear what your peers are saying about the pursuit of omnichannel success.
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Oracle

Your Experience Platform: Optimized Operations

Published By: Oracle     Published Date: Jan 28, 2015
The proliferation of consumer touch points has created a significant operational challenge for retailers, making it difficult to achieve consistency in product content, pricing, promotions, and inventory availability across multiple sales channel. This white paper from Oracle Retail discusses how the consolidation of omni-channel merchandising and inventory information, combined with the support of efficient transaction systems to move products in alignment with consumer demand, is no longer optional, but rather a modern retailing necessity.
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Oracle

Patient Safety Monitoring - Terraces of Los Gatos Case Study

Published By: STANLEY Healthcare     Published Date: Mar 24, 2015
Like many senior living communities across the country, the staff of The Terraces of Los Gatos works hard to ensure a safe and peaceful environment for their residents. In 2011, two primary concerns for administrators were the need to reduce pressure ulcers by ensuring a regular and auditable turning schedule for each resident, as well as the desire to reduce frequent audible fall alarms, which were bothersome to both staff and residents. Read this case study to learn how The Terraces of Los Gatos ensures dignified resident care with a completely touch-free monitoring solution.
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patient safety monitoring, healthcare, retirement community, resident care, nursing
    
STANLEY Healthcare

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

eBook: Blended AI for Customer Experience

Published By: Genesys     Published Date: Jun 13, 2018
Artificial Intelligence (AI) is staggering in its speed of handling simple requests and automating conversations. But AI solutions are not enough for the best customer experiences. Human emotions sometimes demand the human touch that only live agents can provide. Kate, Customer Experience AI by Genesys, combined with the power of human touch can improve customer experience, empower employees and dramatically reduce costs. This seamless combination of AI technology and humans, or “Blended AI by Genesys,” addresses the entire customer journey for the best possible outcomes. Download the eBook and learn how Kate and Blended AI lets you: • Personalize self-service • Connect customer conversations • Create smart agent experiences • Start small and deploy fast with MicroApps
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artificial intelligence, human touch, customer conversations, customer service, reduce costs
    
Genesys

Forrester Report: Artificial Intelligence with the Human Touch

Published By: Genesys     Published Date: Jun 13, 2018
Artificial intelligence (AI) can’t replicate the human touch, but it can ease your agents’ burden by handling many simple, repetitive requests. A new Forrester Consulting paper offers a look at the strengths and weaknesses of both AI and humans independently, yet how blending them together can give your customers the seamless end-to-end experience they expect. See how enterprises around the world use AI to improve customer service and uncover new revenue streams, the challenges they overcame, and why a blended solution with live agents makes sense. Download the paper to learn three key recommendations on using AI to improve agent productivity, agent satisfaction, and customer satisfaction.
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artificial intelligence, customer service, agent productivity, recommendations
    
Genesys

Defining and Using Asynchronous Messaging

Published By: Genesys     Published Date: Jun 13, 2018
In today’s digital world, the messaging and texting that have become a prominent part of most people’s lives are a form of asynchronous messaging. These are a simple, convenient method of communication for people on the go, with varied time in response based upon intrigue and urgency. Asynchronous messaging has become so ingrained in consumers’ lives, an expectation has evolved that businesses should be able resolve issues just as quickly and easily, and on the customer’s timetable. To keep up with consumer expectations and offer differentiated customer experiences, there is a strong case for implementing capabilities where messages can be fielded by bots using artificial intelligence, with a human touch through skilled representatives, or a combination of both within the same conversation, without losing context. Download this white paper to learn about: • 6 benefits to asynchronous messaging in B2C customer experience and operations • Incorporating asynchronous messaging into your u
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customer service, operations, asynchronous, messaging, customer expectations
    
Genesys

Blended AI for Customer Experience Bots and automation collide with the power of human touch

Published By: Genesys     Published Date: Feb 12, 2019
Artificial Intelligence (AI) is staggering in its speed of handling simple requests and automating conversations. But AI solutions are not enough for the best customer experiences. Human emotions sometimes demand the human touch that only live agents can provide. Kate, Customer Experience AI by Genesys, combined with the power of human touch can improve customer experience, empower employees and dramatically reduce costs. This seamless combination of AI technology and humans, or “Blended AI by Genesys,” addresses the entire customer journey for the best possible outcomes. Download the eBook and learn how Kate and Blended AI lets you: Personalise self-service Connect customer conversations Create smart agent experiences Start small and deploy fast with MicroApps
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Genesys

How to Build a Culture of Growth

Published By: Google Analytics 360 Suite     Published Date: Jul 27, 2017
Most companies have a few people who are testers and optimizers by nature, interest, or experience. But what really moves the dial is when everyone in the company embraces a test-and-learn approach to improving the customer experience across all touchpoints. Why is the test-and-learn approach so effective? When you test everything, your team values data over opinions. Everyone keeps learning — even from failures. The results? More visitors, more sales, happier customers, and a healthier bottom line. To help you get there, this guide provides insights on: What constitutes a culture of growth and optimization Tips for building that culture in your own company Lessons from marketing leaders who embrace the test-and-learn approach
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Google Analytics 360 Suite

Tides of Change: New Workflows to Replace Imaging

Published By: Jamf     Published Date: Feb 25, 2019
At a time when organizations are being asked to do more with less, these deployment changes couldn’t come at a better time. By centralizing Mac provisioning activities in the cloud and decentralizing the hardware deployment, you can efficiently set up, manage and re-provision Macs without ever physically touching them. Ready to step into the brave new world of provisioning? With Jamf Pro, you will be.
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Jamf

Zero-Touch Apple Device Deployments

Published By: Jamf     Published Date: Feb 25, 2019
Is your organization receiving an influx of Apple devices? Ready to move away from hands-on, time-consuming imaging practices? Or maybe you’re the only person responsible for deploying your entire fleet of Apple devices and you need a more efficient way of doing so? Either way, you’ve come to the right place.
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Jamf

The making of a modern brand: Building customer trust through a strong visual identity

Published By: Monotype     Published Date: May 09, 2018
Over the past several years, we’ve seen a huge change in how brands communicate, market, and relate to their customers. Maintaining good brand health and a strong visual identity is essential to developing trust with your customers, meeting them where they are, and keeping up with their expectations. // In our latest eBook, we've highlighted areas you can’t ignore if you want to deliver the experience consumers expect. You’ll find out what’s most important to today’s customers, ways you can prepare for the future, and how type ties it all together. // You'll learn: Why it’s essential to establish a cohesive brand identity across all touchpoints, in whatever region or language your customers demand How customer expectations have evolved and how you can to adapt Why type is an essential tool in responding to these changes and preparing for the future
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branding, marketing best practices, branding best practices, customer experience, global brand, monotype, marketing, design
    
Monotype
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