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Published By: Mitel     Published Date: Mar 30, 2017
You know the way we communicate with each other has evolved, but what about the way your business communicates with your customers? A third of the US population is made up of millennials that use multiple channels when reaching out or making a purchase, so how does this shift affect your bottom line? More importantly, how closely aligned is your customer experience strategy with how customers are buying? Looking for some clarity? Check out this infographic for a clear understanding of how customers are shopping, why they abandon your transactions, and what steps you can take to keep them happy.
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customer experience, sms, email, web chat, social media, mobile
    
Mitel
Published By: Ping Identity     Published Date: Feb 12, 2016
Over the last five years, there has been a major shift in how enterprises need to look at and secure customer identities while offering access to critical applications. Hyper-connected customers are blurring the lines of customer interactions. They’re adopting new patterns of engagement that spread the customer journey and experience across multiple channels.
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Ping Identity
Published By: Ping Identity     Published Date: Feb 12, 2016
There’s been a fundamental shift in best practices over the last decade to accommodate new multiple-screen behaviors seen by 70% of Internet-connected consumers. The disconnected nature of a siloed channel-by-channel approach won’t provide the consistent end-to-end experience that today’s connected consumer demands.
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Ping Identity
Published By: Genesys     Published Date: May 10, 2016
Most companies today can support multi-channel customer interactions such as voice, email and chat, but typically cannot share context across all channels.
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genesys, contact center, customer experience, omnichannel, desktop
    
Genesys
Published By: Google Analytics 360 Suite     Published Date: Sep 05, 2017
Today’s meandering customer journeys take place over multiple channels and devices. Each interaction creates a stream of digital information, leaving marketers with a growing pile of data. But, with data seemingly everywhere, why are so many marketers still feeling like there’s not a drop to drink? Leaders Have a Data Strategy and Enable More Teams with Data In this research report from June 2017, Econsultancy surveyed more than 700 marketing and analytics executives at consumer brands to better understand how data factors into marketing strategy — and daily decision making. Two-thirds of leading marketers — those who outperformed their top business goal — say they currently have a documented data and analytics strategy. In this report, you’ll also learn how leaders have built data-driven cultures and why they are more likely to use: digital analytics to optimize user experience in real time audience-level data to personalize customer experience customer-level data to segment and r
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Google Analytics 360 Suite
Published By: Sojern     Published Date: Oct 26, 2017
The Sojern Traveler Platform offers hotels of all sizes access to over 350 million traveler profiles that allow you to precisely target prospects at all stages of the marketing funnel. You can also manage campaigns across multiple channels and devices, maintain brand awareness, increase purchase consideration, and turn site visitors into hotel room bookers.
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hotel digital marketing, hotel advertising, boutique hotels, independent hotels, hotel website, travel marketing, search engine marketing hotels, revpar
    
Sojern
Published By: Zendesk GmbH     Published Date: Apr 24, 2018
MADE.COM ist ein Online-Retailer mit dem Ziel, Original-Designermöbel für jeden erschwinglich zu machen. Hierzu eliminiert MADE.COM die Zwischenhändler – Importeure, Großhändler und Fachhändler, die in der Regel die Preise nach oben treiben. MADE.COM macht es anders: Das Unternehmen arbeitet mit internen, etablierten und neuen Designern, verarbeitet Bestellungen chargenweise und liefert die fertigen Produkte direkt vom Hersteller an den Endkunden. Logischerweise musste das Unternehmen auch beim Kundensupport umdenken.
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Zendesk GmbH
Published By: Zendesk GmbH     Published Date: Jul 25, 2018
MADE.COM ist ein Online-Retailer mit dem Ziel, Original-Designermöbel für jeden erschwinglich zu machen. Hierzu eliminiert MADE.COM die Zwischenhändler – Importeure, Großhändler und Fachhändler, die in der Regel die Preise nach oben treiben. MADE.COM macht es anders: Das Unternehmen arbeitet mit internen, etablierten und neuen Designern, verarbeitet Bestellungen chargenweise und liefert die fertigen Produkte direkt vom Hersteller an den Endkunden. Logischerweise musste das Unternehmen auch beim Kundensupport umdenken. Erfahren Sie in dieser Case Study mehr über die Herausforderungen und was aussschlaggebend für den Erfolg war.
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Zendesk GmbH
Published By: Location3     Published Date: Aug 31, 2018
When we released our first white paper in February 2015 discussing the ways multi-location businesses were using online media to drive in-store visits, most of the strategic opportunities being leveraged by marketers revolved around using things like promotional coupons, beacons and other tactics. While those methods certainly provided incremental lift in in-store traffic and revenue, there existed a number of gaps in connecting online data associated with promotional efforts, to data that indicated a customer actually converted offline at a business location. At press time for our original “online-to-offline” white paper, digital industry giants were still very much in the early stages of evaluating data points that signified offline customer conversions. Many of these “conversions” were somewhat implied (i.e. Clicks on “Get Directions” link), while others were a bit more reliable in signifying in-store visits and purchases made by consumers (i.e. downloadable coupon redeemed in-store
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marketing, local marketing, franchise, franchisor, digital marketing, online to offline, multi-location businesses, store visits
    
Location3
Published By: Nice Systems     Published Date: Feb 26, 2019
NICE WFM 7.0’s Forecaster unlocks a high level of transparency into interaction history, allowing you to centrally forecast, schedule and manage contacts between multiple locations and ensure that site- and enterpriselevel objectives are met. With more than two thousand customers and two million users depending on its unparalleled ability to fine-tune the most precise forecasts, Forecaster allows you to plan and respond to the peaks and valleys of customer history through automatic collection of key historical data from all types of contact sources: • Automatic call distributors (ACDs) • Outbound dialers • Multi-channel routing platforms • Back-office employee desktops Download today to learn more.
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Nice Systems
Published By: Redstor UK     Published Date: Mar 12, 2018
A majority of businesses have adopted digital platforms across multiple channels and in many cases successfully utilised them to drive efficiency and profitability. Technology, and the data that often underpins it, has become an extremely valuable asset for businesses of all sizes. The way that companies do business has also changed and technology has played a key role in this, customers now expect instant gratification and a service model that suits their specific needs. This paper will analyse the cause and effect of companies implementing digital transformation strategies and understand the role of cloud technologies within this. It will also explore some of the wider aspects of business transformation and the journey’s businesses take to implement innovative technologies.
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digital, transformation, innovation, cloud, business, optimization
    
Redstor UK
Published By: Oracle     Published Date: Sep 30, 2019
Let’s just get to the core of the issue: The customer experience (CX) is broken. Legacy technology is way behind and it creates a distorted view of the customer. Though it provides behavioral, demographic, and preference data, most martech doesn’t link important data silos together to deliver the bold multichannel experience always-on customers want. How can marketers stay competitive in a data-driven world with outdated technology behind their decision-making? Simple. They can’t. In order to course correct the customer experience, marketers need: • The ability to build a holistic customer view that incorporates preferences, behaviors, and personalization across multiple devices and channels • A way to manage B2B and B2C CX at every touchpoint Can your technology do all this? Let’s look into that.
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Oracle
Published By: CA Technologies     Published Date: Jan 08, 2014
Customers are embracing new technologies and they want to interact through a variety of applications, at any time and from any device. Many consumer facing organizations are racing to enable new interaction channels to innovate, grow their business and improve customer loyalty. As they expand online services and add mobile and social media interaction there is an increasing need to both secure and coordinate these activities. The key challenge is to deliver innovative new applications and services quickly and to provide an excellent customer experience across multiple channels.
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ca technologies, crm, customer relationship management, delivery, security, multi-channel, customer environment, customer experience
    
CA Technologies
Published By: CA Technologies     Published Date: Jan 15, 2014
Customers are embracing new technologies and they want to interact through a variety of applications, at any time and from any device. Many consumer facing organizations are racing to enable new interaction channels to innovate, grow their business and improve customer loyalty. As they expand online services and add mobile and social media interaction there is an increasing need to both secure and coordinate these activities. The key challenge is to deliver innovative new applications and services quickly and to provide an excellent customer experience across multiple channels.
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ca technologies, crm, customer relationship management, delivery, security, multi-channel, customer environment, customer experience
    
CA Technologies
Published By: CA Technologies     Published Date: Jan 15, 2014
Customers are embracing new technologies and they want to interact through a variety of applications, at any time and from any device. Many consumer facing organizations are racing to enable new interaction channels to innovate, grow their business and improve customer loyalty. As they expand online services and add mobile and social media interaction there is an increasing need to both secure and coordinate these activities. The key challenge is to deliver innovative new applications and services quickly and to provide an excellent customer experience across multiple channels.
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ca technologies, crm, customer relationship management, delivery, security, multi-channel, customer environment, customer experience
    
CA Technologies
Published By: Data Stax     Published Date: Oct 14, 2016
Financial services companies engage with customers across multiple channels and across a range of financial products. This wealth of customer information is often stored in isolated data silos. Building a 360° view of the customer can directly impact customer experience and help banks grow customer retention, upsell products and provide compelling interactions. This paper examines the challenges these institutions face when creating a 360° view of every customer interaction, what database requirements the lines of business should look into, and use cases to benefit from by leveraging DataStax Enterprise, the database platform purpose built to power cloud applications.
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datastax, netflix, mint bills, digital, personalization
    
Data Stax
Published By: hybris software     Published Date: Aug 01, 2012
It's true that deploying B2B e-commerce platform involves many unique requirements not commonly found in B2C operations, such as incorporating a complex product port-folio, multiple distribution channels, and integrating with third party systems And yet, it's possible to complete an initial out-of-the-box B2B implementation within three months, if all the right critical path steps are followed. Additional features and functionality can be added after the initial launch, provided that the chosen out-of-the-box platform is designed to be used over the long run.
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information technology, finance, analytics, maerchandising, product management, marketing, mapping, requirements gathering
    
hybris software
Published By: hybris software     Published Date: Aug 01, 2012
Industry leaders are engaging in multichannel integration for some very good reasons. More effective cross-channel strategies lead to more satisfied consumers as well as more efficient, more profitable retail operations. In fact, as the survey indicates, consumers expect integrated multichannel experience from their favorite brands.
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multichannel, retailing, multichannel retailing, technology considerations, hybris, pos, point of sale, print
    
hybris software
Published By: hybris software     Published Date: Sep 05, 2012
In this eBook, you'll find a list of recommended RFP questions, potential follow up questions for each and an explanation of why that question is a valuable part of the selection process.
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e-commerce, rfps, hybris software, multi-channel commerce, e-commerce software, e-commerce platform
    
hybris software
Published By: hybris software     Published Date: Mar 04, 2013
This report details findings about how well each vendor fulfills our criteria and where they stand in relation to each other to help eBusiness and strategy professionals select the right partner for B2C online and multichannel commerce solution.
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b2c, ecommerce, multichannel, ebusiness, commerce suite
    
hybris software
Published By: SAP     Published Date: Nov 28, 2012
Across all businesses, they would like nothing better than to know what their customers like. How old are they? What do they like? Structured customer intelligence was the primary currency and see how social interaction enhances engagement.
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social interactions, sap, customer engagement process, customer, experience, customer relationship, multi-channel environment
    
SAP
Published By: Genesys     Published Date: Jan 24, 2013
This whitepaper discusses a deeper logic to multichannel communication - addressing the needs of today’s media-savvy customer with your company’s need for an integrated strategy of core beliefs and a foundation to grow on.
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customer service, collaboration, multi-channel communication, genesys, core beliefs, media-savvy customer
    
Genesys
Published By: Genesys     Published Date: Apr 25, 2013
This whitepaper discusses a deeper logic to multi-channel communication - addressing the needs of today’s media-savvy customer with your company’s need for an integrated strategy of core beliefs and a foundation to grow on.
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customer service, collaboration, multi-channel communication, genesys, core beliefs, media-savvy customer
    
Genesys
Published By: Genesys     Published Date: May 14, 2013
Today, the gap between a customer’s expecta-tions and the service they receive is huge. Customers are increasingly knowledgeable about the products they use, and demand value-added, personalized customer service in real-time, using voice, text-based media types like email and chat, and social media.
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genesys, customer service, social media, personalized customer service, text-based media, people management
    
Genesys
Published By: Genesys     Published Date: Jun 11, 2013
Delivering exceptional multichannel customer service takes a coordinated effort across four dimensions — strategy, process, technology and people management.
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value-added, customer service, media, voice, strategy, multichannel, people management, process
    
Genesys
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