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eBook: The Five Steps to an ROI-Focused CX Program

Published By: InMoment     Published Date: Oct 14, 2019
R O I : T H E H O LY GRAIL OF CX Return on Investment (ROI) is the holy grail of customer (CX), employee (EX) and market (MX) experiences. Every practitioner wants to prove it’s real, but the quest to find it can be fraught with peril and, in the end, many businesses end up believing it’s completely fictional. This ebook will delve into the mysteries of the financial impact of experience programs and how you can implement and measure experience initiatives designed to deliver ROI. Why is the ROI of experiences so hard to establish? The answer is twofold: 1. ROI is not a single number; it’s wide-ranging and can be found in any part of the enterprise. 2. Many businesses focus too much on the end goal (ROI), but fail to establish a program with the necessary elements required for success.
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InMoment

Breathe new life into the customer journey

Published By: Adobe     Published Date: Sep 23, 2019
Like the oxygen we breathe, journey analytics brings life to the customer behind those devices, over time getting to know their favorite pastry choice, when they’re most likely to buy gas, and how long they stay online while in the station’s café. WHY SHOULD THE TARGET AUDIENCE CARE? Business struggle to gain a holistic customer view — the skills to identify actionable insights from multichannel data are in short supply. If they could gain a holistic view of customer attributes and behaviors, they could make sure they get the right content at the right time. SUPPORTING CONCEPTS If you want your customers to enjoy seamless, personalized experiences, you need to treat them like people. That means marketing to the person — not the device. When you know a customer’s interests, wants, and needs — perhaps even before they do — you’ve succeeded at becoming a true experience business. For some, this may require a shift from analytics as a tool to analytics as a way of life. It may also m
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Adobe

The Practical Guide to Giving Your Consumers The Omnichannel Experience

Published By: Marketo     Published Date: Sep 03, 2019
From a consumer perspective, the best brands are those that weave themselves into their customers’ lives—becoming a part of their identity. These brands are present all the time without obvious detection or being seen as a distraction. They don’t just show up to demand something—Buy Now! Start Today! Click Here!—but they don’t wait on the sidelines either. So what makes these brands so successful? Instead of being seen as overbearing, these brands are successful because they are listening and responding to customers' wants and needs. They effectively practice omni-channel marketing—marketing that seeks to provide a seamless customer experience, regardless of channel or device. Download this ebook to learn about the benefits of an advanced omni-channel marketing strategy, including how to: understand your customer journey align your organizational structure to support your omni-channel strategy coordinate your channels choose the right tools
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Marketo

Breathe new life into the customer journey.

Published By: Adobe     Published Date: Jun 26, 2019
Like the oxygen we breathe, journey analytics brings life to the customer behind those devices, over time getting to know their favorite pastry choice, when they’re most likely to buy gas, and how long they stay online while in the station’s café. If you want your customers to enjoy seamless, personalized experiences, you need to treat them like people. That means marketing to the person — not the device. When you know a customer’s interests, wants, and needs — perhaps even before they do — you’ve succeeded at becoming a true experience business. For some, this may require a shift from analytics as a tool to analytics as a way of life. It may also mean evolving corporate or office culture.
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Adobe

Quantifying the Business Impact of Customer Service

Published By: Zendesk     Published Date: Jan 03, 2019
To successfully meet customer demands for more immediate, personalized attention, companies are leveraging new technologies that go beyond traditional voice and email. By implementing such channels as live chat, social media, mobile apps, SMS/text messages, self-help solutions, and more, companies can now be ready wherever and however the customer wants. The following report, sponsored by Zendesk, is based on an online survey of 1,044 U.S. consumers who have received online or phone customer service. The research goal was to better understand present customer expectations and to quantify the impact of customer service on business results. Questions were asked about past experiences with customer service, as well as preferences and opinions. Certain questions were repeated from a similar 2013 survey to enable trend analysis.
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Zendesk

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

Deliver The Experience Your Customer Wants

Published By: Oracle OMC     Published Date: Jul 16, 2018
In marketing, you’ve got to be able to pivot. Why? People are unpredictable. They delete emails you thought they’d open, ignore offers you thought they’d use, and add items to their carts before leaving them behind. Move faster and stay relevant with true multichannel fluidity.
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customer, experience, email, multichannel
    
Oracle OMC

Resetting Service for the Financial Institution - Using Your Branch to Better Embrace the Customer

Published By: Epson     Published Date: May 10, 2018
Online, mobile, omnichannel, untethered, data mining, automation, and remote communication are all now buzzwords surrounding the new technologies and resources financial institutions have to help them re-invent their branch experience. Capabilities are available today that were not imagined a decade ago. This is an exciting time for those institutions that can look to the future and enhance their offerings. While technology is driving change, it can also be a tremendous challenge for financial institutions as they work to keep pace and even take advantage of the dramatic shift in customer needs and expectations. Millennials, baby boomers, small businesses – all are important market segments with very different wants and needs. Driven by technology, the new demand is for a complete online presence, complemented by more flexibility in personalized services, and specialized expertise available in every branch. Suffice it to say, financial institutions of all sizes and in every geography a
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Epson

Scaling Data Integration to Handle Big Data

Published By: IBM     Published Date: Oct 03, 2017
The demand for new data about customers, customer behaviour, product usage, asset performance, and operational processes is growing rapidly. Almost every industry wants new data. Some examples of this are: • Financial services organisations want more data to improve risk decisions, for ‘Know Your Customer (KYC) compliance and for a 360 degree view of financial crime. • Utilities companies want smart meter data to give them deeper understanding of customer and grid usage and to allow them to exploit pricing elasticity. They also want sensor data to monitor grid health, to optimise field service and manage assets. Download now to learn more!
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scaling data, big data, customer behavior, product usage, data integration
    
IBM

Why Modern ERP Is the Foundation for the Manufacturing Growth

Published By: Epicor     Published Date: Aug 18, 2017
As a manufacturer, you know the industry is changing. You’re expected to produce more, work faster and leaner, and find ways to make new products like those comprising the Internet of Things (IoT). Customer and employee expectations are also changing rapidly because our experiences as consumers shape our demands for business. As many factory employees are approaching retirement, a new generation is joining the workforce—a generation that wants the business systems they interact with to be as intuitive as those they use in all other areas of their life. A new report from Aberdeen explores today’s manufacturing landscape and outlines how the latest enterprise resource planning (ERP) software forms a foundation that can support Industry 4.0 for smaller manufacturers looking to grow.
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industry 4.0, erp software, enterprise resource planning software, epicor erp
    
Epicor

Engage And Sell The Tools Every Commerce Marketer Needs To Succeed

Published By: Bronto     Published Date: May 18, 2017
Managing a sophisticated commerce marketing program requires more than a simple email marketing platform. Say goodbye to batch and blast messages and hello to relevance. Today's commerce marketers use an average of 7.2 marketing tactics to grow their business and keep shoppers coming back for more. Are you ready to add a few to your tool box? To build or revamp your e-commerce program, you'll need tools to build subscriber lists in healthy ways, manage coupons, maximize transnational messages, and ping shoppers to remind them about whats waiting in their shopping cart. To stay ahead of the competition, you must also capture browse behavior and create triggered messages to nudge shoppers along in their buying journey, predict what a customer wants and recommend the right product. And, depending on your target audience, you may need to explore SMS.
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Bronto

Why ERP Is the Foundation for the Modern Manufacturer

Published By: Epicor     Published Date: Apr 04, 2017
As a manufacturer, you know the industry is changing. You’re expected to produce more, work faster and leaner, and find ways to make new products like those comprising the Internet of Things (IoT). Customer and employee expectations are also changing rapidly because our experiences as consumers shape our demands for business. As many factory employees are approaching retirement, a new generation is joining the workforce—a generation that wants the business systems they interact with to be as intuitive as those they use in all other areas of their life. A new report from Aberdeen explores today’s manufacturing landscape and outlines how enterprise resource planning (ERP) software forms a foundation that can support Industry 4.0 for smaller manufacturers looking to grow.
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industry 4.0, erp software, enterprise resource planning software, modern manufacturer
    
Epicor

MOVING BEYOND CLICK AND MORTAR

Published By: Adobe     Published Date: Mar 21, 2017
The five best practices within this guide can help retailers to become experience-led businesses. That means not only blending digital and physical channels into a fully connected customer journey, but also building experiences around the customer in ways that put their needs and wants front and centre.
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Adobe

Build a text analysis app in 3 hours with Word2vec

Published By: IBM     Published Date: Oct 21, 2016
Between the Internet of Things, customer experience and loyalty programs, social network monitoring, connected enterprise systems and other information sources, today's organizations have access to more data than they ever had before-and frankly, more than they may know what to do with. The challenge is to not just understand that data, but actualize it and use it to recognize real business value. This ebook will walk you through a sample scenario with Albert, a data scientist who wants to put text analytics to work by using the Word2vec algorithm and other data science tools.
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ibm, analytics, aps, aps data, open data science, data science, word2vec, enterprise applications
    
IBM

5 Reasons to Move to BoldChat

Published By: LogMeIn     Published Date: May 31, 2016
LivePerson’s forced migration to the LiveEngage platform has businesses like yours re-examining their live chat options. Given the painful relationship they’ve endured for years with LivePerson, many customers are wary, and they want to make sure that they make the right move. BoldChat is working with a number of former LivePerson customers who came to us looking for a true partner – one that not only wants to earn their business, but to continue earning it every day. What they’re getting in return is much more.
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boldchat, logmein, liveperson, chat, customer service, customer experience, enterprise applications, customer experience management
    
LogMeIn

A Guide for B2B Marketing Innovators- 3 Urgent Questions You Should Be Asking

Published By: Dun & Bradstreet     Published Date: Apr 21, 2016
Is your well-worn playbook in need of a refresh? What worked best for B2B marketers last year may not help you optimize a moment with a customer or prospect today. All too often, baked in processes get in the way of delighting customers. If you’re a B2B marketer who wants to be a game changer, you have come to the right place. This reader is for marketers who crave to poke and pull apart the “tried and true”. Break the cycle of “best practice” rituals and ask yourself these questions: - When was the last time you made a truly bold move in your marketing? - Do you have any idea how bad your data problem really is? -How long will you continue to create sales content nobody uses? We answer these questions and more- download the free guide today!
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marketing strategies, hoover's, b2b marketer, analytics, best practices, business analytics, business technology
    
Dun & Bradstreet

Customer Success Story Jason’s Deli

Published By: Cherwell Software     Published Date: Apr 07, 2016
Recently awarded Best Sandwich Menu Variety from NRN’s Consumer Picks Survey, Jason’s Deli is known for providing healthy menu options and excellent customer service to millions of customers each year. Their goal is to delight customers and create a positive experience every time. The Jason’s Deli IT department is no different. IT sets the same high standards for service delivery as Jason’s Deli does in their restaurants. IT partners with all areas of the business and wants to be “easy to do business with.”
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best practices, customer support, business intelligence, business optimization, business integration, business management
    
Cherwell Software

7 Lessons from Visionary Context Marketers

Published By: Sitecore     Published Date: Mar 03, 2016
Customers are tired of brand interactions that don’t take into account their needs, wants, and desires. Providing content that really hits the mark—every time—requires marketers to develop a whole new mindset. One that begins and ends with the customer journey and the technology needed to support it.
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Sitecore

Creating the Customer Experience

Published By: SAP     Published Date: Jan 15, 2016
The future of Retail is being driven by the evolving customer experience. In order to succeed, retailers must anticipate and address customer wants and needs. Transformation pays off: companies that manage their customer experiences effectively are seeing measurable gains in operational performance and financial results.
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sap, customer experience, retail, finance
    
SAP

Live Chat: The Gift that Keeps on Giving

Published By: LogMeIn     Published Date: Oct 08, 2015
This paper illustrates how savvy live chat users maximise returns on their technology spend by establishing a continuous improvement system that helps them fine-tune their activities based on customer needs and wants.
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live chat, customer service, customer support, live chat success, best practices for agents and admins, customer interaction service, customer relationship management, customer satisfaction
    
LogMeIn

Why Website Personalization Matters

Published By: Sitecore     Published Date: Sep 10, 2015
More conversions, traffic, repeat visitors and happier customers: imagine the possibilities when your website has the ability to sense and adapt to what each visitor wants.
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wpm, sitecore, content profiling, segmentation targeting, online business
    
Sitecore

Hear Forrester and SmartFocus experts discuss how you can deliver customer-led marketing.

Published By: SmartFocus     Published Date: May 27, 2015
Your customer wants a personalized and relevant experience, with every interaction, tailored around THEIR location, activity and device. Are you delivering that? In a recent webinar hosted by Forrester Research Inc and SmartFocus they discuss taking personalization to the next level with context-aware marketing - the emerging theme of 2015 that is changing the way we do marketing.
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forrester, mobile, marketing, personalization, contextualization, customer journey, customer behavior, customer experience
    
SmartFocus

Operationalizing Voice of the Customer: How Top Performers Create Actionable Insights

Published By: IBM     Published Date: Apr 06, 2015
Voice of the customer (VOC) is a market research technique defined as the process of capturing a customer's expectations, preferences and aversions. Ideally, Voice of the Customer analysis produces a detailed set of customer wants and needs that is prioritized by company objectives or strategic goals. What has changed significantly is the volume and number of data sources and channels, inclusive of mobile device, kiosk, POS and tablet that are able to feed into the analysis of contextual VOC information via enabling VOC software, services and technologies.
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market research, new technique, market analysis, customer preferences
    
IBM

Modern Marketing Essentials: Data Management Guide

Published By: Oracle     Published Date: Feb 24, 2015
Data is the fuel of all marketing activities. Customers and prospective buyers are savvy, empowered, and carry high expectations for personalization across all interactions. Without the right data—at the right time—as well as the most effective strategies in place to manage our data sources, our communications and offers are dead on arrival. A one-size-fits-all approach to marketing is not a sound tactic—it’s a marketing fruitcake that no one wants to receive. It’s time to get down with data to delight your audience and provide them with the personal experiences they deserve. Read the marketing essentials guide now.
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data center design and management, business technology, data center
    
Oracle

Customer service: Exploit the value of content to drive service quality and customer satisfaction

Published By: IBM     Published Date: Oct 22, 2014
Great service is delivered one customer at a time and improving interactions across all channels means truly understanding customer wants and needs. Massive amounts of unstructured data exist in your organization and can deliver customer insight that is specific, relevant and actionable. Learn how to harness that data to provide great customer service.
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customer service, service quality, customer satisfaction, content management, it management, data management, business intelligence, business management
    
IBM
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