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Getting to Iconic: How world-leading brands balance talent and technology for CX excellence

Published By: Genesys     Published Date: Feb 08, 2019
Successfully implementing and managing a comprehensive suite of customer experience technologies is essential for global businesses seeking to sustain high levels of customer experience and brand value. However, knowing how to temper the instinct to throw technology solutions at efficiency problems is what distinguishes global customer experience leaders from the rest. New technologies must be balanced with appropriate investment in human resources. This is the central finding of a global survey of over 550 senior executives conducted by MIT Technology Review to examine the pressures that shape their customer experience processes and the tools and strategies they employ to mitigate those challenges and continuously improve customer engagement. Read the report to get a detailed look at: The strategies that differentiates an Iconic firm from other businesses How strategies vary across regions based on maturity and customer expectations Future innovation management and technology adopt
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Genesys

Driving people and organization success

Published By: RSM US     Published Date: Feb 08, 2019
In today’s rapidly changing economy, business leaders are constantly thinking about how to attract, engage, manage, develop and retain their talent. The brisk rate of technology transformation, the increase in demand for unique skills and the expansion of regulatory requirements all create challenges as well as opportunities around attracting and developing a diverse workforce. Quickly and effectively responding to the business needs of your employees by optimizing processes and technologies—while mitigating risk—enables you to drive growth, productivity and profitability.
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RSM US

The Future of Banking: A Financial Concierge for Everyone

Published By: Group M_IBM Q119     Published Date: Feb 08, 2019
Banking engagement is about to come full circle. Over the past few decades, banks have pushed customers to digital and self-service channels, with significant consequences. As customers take their transactions from the branches to the digital channels, banking has become less and less personal. Conversational Banking allows banks to have the best of both worlds as this always-on, personalized banking will be available at a fraction of the cost of relying on human agents alone. It is both instantaneous and personal. It feels intimate but is cost-effective. Read more to see how banks can start.
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Group M_IBM Q119

3 Bright Ideas for Increasing Conversions with Customer Engagement

Published By: Moxie     Published Date: Feb 06, 2019
Customers expect you to make it easy to move through their site. According to Gartner, more than 82% of online shoppers prefer a more comprehensive web experience suite, as opposed to a stand-alone single-channel or point-based product. The content of this ebook focuses on the tangible results of effective customer engagement, along with 3 key components companies need to make it happen.
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customer engagement, digital engagement, ecommerce, customer experience, customer service, customer support
    
Moxie

Transforming Finance with Customer Experience Management

Published By: Moxie     Published Date: Feb 06, 2019
Download this report for an in-depth analysis of trends in customer experience management strategies for financial services companies. The study was developed using independent research and survey responses from 100 senior-level leaders across marketing, customer experience management, analytics, digital strategy, and innovation roles. After identifying key market stressors, the report analyzes the five key drivers of successful customer engagement: Customer Understanding, Prioritization, Design, Measurement, and Culture.
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customer engagement, customer experience, customer service
    
Moxie

Three Steps for Building a Better Workforce

Published By: Workday     Published Date: Feb 04, 2019
"Read now to learn about three key steps drawn from the “2018 Deloitte Global Human Capital Trends” report that emerging organisations can take to attract and retain top talent, including: ? Redefining careers ? Creating more personalised performance enablement to boost employee engagement ? Using data-driven technology and analytics to enhance business value "
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workday, workforce technology, digital strategy
    
Workday

How To Transform The Performance Process From An Annual Chore To A Continuous Value Driver

Published By: Workday     Published Date: Jan 31, 2019
The annual performance review is in need of a technology-based update. In this global research study, learn how to transform the performance management process from an annual chore to a continuous value driver that better engages and retains employees.
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workday, workforce technology, digital strategy
    
Workday

Three Steps for Building a Better Workforce

Published By: Workday UK     Published Date: Jan 31, 2019
Read now to learn about three key steps drawn from the “2018 Deloitte Global Human Capital Trends” report that emerging organisations can take to attract and retain top talent, including: Redefining careers Creating more personalised performance enablement to boost employee engagement Using data-driven technology and analytics to enhance business value
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workday, workforce technology, digital strategy
    
Workday UK

Closing the Gaps in Health Care to Achieve Better Outcomes

Published By: Fitbit     Published Date: Jan 28, 2019
Amid the shift to value-based care, reducing the burden of chronic disease is one of the biggest challenges facing the health care field today. This widely sought-after goal is beset by significant obstacles. A big part of the problem is lack of patient engagement, or patients not being adequately involved in care decisions and follow-up care.
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Fitbit

Local Customers are Talking About Your Clients

Published By: Uberall     Published Date: Jan 24, 2019
Introducing Uberall Engage Build new recurring revenue for your agency by managing client reputation from one central, enterprise-ready platform. Download this whitepaper to learn more!
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local marketing, location analytics, location-based marketing, location-based services, mobile marketing, real-time location systems, marketing research, geofencing
    
Uberall

LTI’s Sleep Apnea Bot - AI-driven Digital Application for Sleep Disorder Diagnosis & Treatment

Published By: Larsen & Toubro Infotech(LTI)     Published Date: Jan 24, 2019
LTI helps a leading medical equipment manufacturer based in the US enable an always-on digital engagement channel for patients suffering from sleep disorders.
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Larsen & Toubro Infotech(LTI)

User Generated Content – The Potential New Growth Differentiator for Branded OTT Platforms?

Published By: Larsen & Toubro Infotech(LTI)     Published Date: Jan 24, 2019
All native and ‘transitioning’ media companies are focusing heavily on content to save existing businesses, or building new business models, or both. Television broadcasters, wary of the growing cord-cutting, are spending large sums on premium content. In 2017, the top four media companies spent more than USD 34 billion on original and acquired non-sports programming. Pure-play OTT providers have, on the other hand, bet big on content to shore up on subscribers. Netflix alone spent more than USD 6 billion on content last year, while spend was USD 7 billion for Amazon and Hulu combined. Transitioning media companies, such as telecom and technology companies that are moving towards being a media company, are also allocating sizable funds for content in their quest to explore supplementary businesses, by boosting customer engagement on their platforms. Apple and Facebook have started creating their own original content, and spend is only going to expand further.
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Larsen & Toubro Infotech(LTI)

Webinar: Managing and Personalizing a Multi-Channel Experience

Published By: Progress     Published Date: Jan 22, 2019
Your consumers are multichannel mavericks. With the right content management system, marketers can create meaningful, multi-channel journeys. Delivering a compelling, personalized customer journey across multiple digital touchpoints has never been more important. At the same time, it’s also never been so complex—many organizations struggle to personalize their campaigns and build cohesive multichannel experiences that can engage prospects anytime, anywhere. With creativity and the right content management system at your side, you can create meaningful, multichannel journeys. Watch this webinar to learn more.
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Progress

The New Customer Journey is Just Beginning

Published By: Progress     Published Date: Jan 22, 2019
The customer experience is incredibly important to business success and is often tied to customer engagement, retention rates, revenue, purchase frequency and overall loyalty. Today, the customer journey is incredibly complex, with everything from geographic location to data quality influencing the customer experience. As a result, brands may not be making the most of their customer experiences.
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Progress

Becoming a People Company: the Way to Unlock Fast-track Growth

Published By: Sage People     Published Date: Jan 22, 2019
In our latest survey report, we explore the growth challenges facing businesses and HR leaders in a rapidly changing landscape. We surveyed over 500 HR leaders in leading organisations to explore their views on these challenges, and to find out how they are supporting people and leveraging people data to help them achieve their growth goals. The survey revealed that: • It’s the war for talent, again. The greatest challenges for growing companies are winning the war for talent, growing productivity and improving workforce visibility. • Fast-growth companies share common traits in the way they manage and engage their people—we call this being a People Company. • There’s a disconnect between managers and employees in terms of what being a People Company means. • Becoming a People Company is a journey, with many organisations some way from embracing all aspects. • People Science is a thing: there’s an appetite to leverage people data and analytics, but there are blockers in the way. Re
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Sage People

How to Boost Employee Engagement and Deliver Great Customer Experiences

Published By: HotSchedules     Published Date: Jan 17, 2019
To be successful today—and keep customers returning—restaurants must deliver outstanding customer experiences. And that customer satisfaction starts with employee satisfaction. This Quick-Start Guide provides restaurant operators with strategic insight into how they can boost both employee engagement and customer experiences—including actionable steps and solutions to use to speed up the process.
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HotSchedules

Flix Brewhouse: Inspiring Team Learning

Published By: HotSchedules     Published Date: Jan 17, 2019
Founded in 2011 by entrepreneurs Allen Reagan and Walt Powell, Flix Brewhouse is the world’s only first-run movie theatre and fully functioning microbrewery. The operation faced some challenges as the business grew including a lack of of structured training program and disengaged training sessions. With the help of Clarifi Talent Development Flix Brewhouse was able to turn it all around. With a fully functioning training program, Flix Brewhouse now has 71 custom training courses with increased sales and improved service times. With 660 active users in their online training academy, they are able to maintain high-quality service for their customers. Learn how they do it!
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HotSchedules

The Ultimate Guide to Managing and Engaging Gen - Z Employees

Published By: HotSchedules     Published Date: Jan 17, 2019
It’s no secret the restaurant industry is highly populated by teenagers. So what are the best tactics to engage your generation z employees while keeping your restaurant compliant with today’s labor laws? Research has found generation z to be very different than their older millennial brothers and sisters, meaning operators need to find a whole new approach to engage them. In this guide we’ll highlight the engagement and compliance challenges restaurants face with this group of workers. And then we’ll walk you through best practices we’ve seen work using mobile scheduling apps and digital communication tools.
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HotSchedules

Five Reasons for Low Engagement with Inventory Technology

Published By: HotSchedules     Published Date: Jan 17, 2019
Restaurant inventory management is not a favorite activity among restaurant managers, but that doesn’t mean it has to be painful. The process — especially when conducted with outdated methods — is both tedious and time-consuming. But better inventory management could have a big impact on your restaurant’s bottom line. This infographic tells you how to handle objections from managers who don’t want to your inventory management system and lays out how to fix the problem with modern, mobile inventory tools.
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HotSchedules

EBook: Internal Threats Personified

Published By: Mimecast     Published Date: Jan 16, 2019
Employees frequently become unwitting participants in attacks, aiding the lateral movement of threats through the distribution of malicious URLS and attachments or the exposure of sensitive data. In this E-book, we’ll take a closer look into several email-related activities that employees often engage in that contribute to the spread of these insider (“hidden”) threats and then discuss what measures your organization can take to protect itself from these “hidden” threats.
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Mimecast

How to Build an Always- On Technology Infrastructure for Safe and Secure Schools

Published By: ALE     Published Date: Jan 10, 2019
Providing an effective teaching and learning environment is the primary goal of all educational institutions. Traditionally, administrators concentrated on providing faculty with the tools to properly deliver the curriculum and structuring the learning process to sufficiently engage students. But, violent incidents over the past decade along with government regulations have put pressure on administrators to focus on the physical security and safety of staff, faculty, and students. To find out more download this whitepaper today.
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ALE

Aligning People, Process & Technology

Published By: Esker     Published Date: Jan 08, 2019
Customer service is, was and always will be a top priority for companies. But today’s digital age has given rise to a new kind of customer with far different expectations — making customer service more complex than ever. Here’s the good news: By aligning People, Process & Technology (PPT), you can not only meet these new expectations, but exceed them by providing a more personalized and proactive customer experience. In this ePaper, you’ll learn how order processing automation helps you: • Create a more engaged, empowered staff • Eliminate low-value tasks like data entry • Provide 100% visibility into every order processed
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Esker

Why your Workforce Isn't Working

Published By: Sage People     Published Date: Jan 04, 2019
We are in the midst of a global productivity crisis. The IMF estimates that if productivity growth had followed its pre-2008 financial crisis trend, overall GDP in advanced economies would be about 5% higher today. However, to blame everything on the financial crisis is misleading. The overall trend in productivity growth is stagnant and has been on a downward trend for the last several years. This is costing the U.S. a staggering $450–$550 billion a year. In the U.K., concern is such that there have been calls for the government to set new targets and create an independent watchdog to monitor progress to improve national productivity. There is also a workforce engagement crisis. Most people are simply not engaged at work, with industry research showing that typically 66% of people are either partly or not engaged at all at work. This means that only 1 in 3 people at work are fully motivated and productive. Yet most companies are oblivious to this fact. Some run annual emplo
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Sage People

People Science: 5 Vital Steps to Greater Workforce Visibility

Published By: Sage People     Published Date: Jan 04, 2019
Do you know your people as well as you know your customers? Your people’s expectations and the way they work is changing. Employees are more diverse, mobile and technologically-savvy than ever before. HR processes are changing from focusing on transactions to knowing and engaging people. Just as sales and marketing teams use data to develop actionable and informed insights about their customers, you need to do the same in HR to know your people. Everything, from attracting and keeping the best talent, to creating better workplace experiences and increasing employee engagement and productivity, depends on smarter decisions. These in turn rely on more actionable insights. These are only possible through accurate HR data and analytics. They are vital to address the people challenges you face, so you can make smarter decisions. Discover in this guide how to improve visibility of your workforce with data-driven and actionable insights. Ultimately, it will help you know your people
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Sage People

CMOs Know Innovation Means Business Power

Published By: Oracle     Published Date: Dec 21, 2018
Join Oracle’s CX and Marketing Strategy Director, Wendy Hogan, and Senior Vice President Oracle Marketing, Shashi Seth, as they tell how AI, machine learning and data science can engage customers, automate tasks and build ROI. Reaching the right customers on the right channel at the right time, brings rewards for CMOs who embrace these innovations, including engaged customers and increased ROI. Be inspired by the new-generation AI, machine learning and data science and take your marketing to the next level.
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Oracle
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