IT leaders working on customer service projects must display an incredible amount of diligence. An organization’s CRM system has become its lifeline to customers, but as customer needs evolve so has the requirements of CRM. According to Gartner, today’s CRM solution must include a laundry list of capabilities outside its traditional core functionality including: native mobile support of the vendor's customer service and support business applications; real-time analytics; industry-specific functionality and workflow; context mining of voice and text; scalable cloud-based systems; social media engagement; suggested next agent action; multimodal capabilities, such as chat within mobile self-service; and even co-browsing. Gartner surveyed the CRM field and evaluated each vendor including Pegasystems.
Download this Gartner Magic Quadrant analysis and gain a better understanding each vendors’ CRM Customer Engagement Center solutions.
The customer experience is critical in today’s fast-paced, demanding world. With so many options at the buyer’s fingertips and the rise of social sharing media, one bad customer experience can haunt an organization. According to” The Forrester Wave™: Dynamic Case Management, Q1 2016” report, in order to improve customer experience, firms must tackle the incident process through smart handling of exceptions, applying analytics for context, and offering real-time and mobile interaction. Here is where dynamic case management (DCM) can be a competitive advantage and Forrester identified 14 of the most significant vendors across 21 criteria in this space with Pegasystems among vendors who lead the pack.
Download this Forrester Wave report to see the full 21-criteria evaluation of the dynamic case
management (DCM) market and gain insight into the 14 most significant software vendors in order to help enterprise architecture (EA) professi
Customer insights professionals face the challenging task of delivering contextually relevant experiences across the customer life cycle. They need to work with their business technology counterparts to integrate enterprise marketing technologies that manage customer data, provide real-time analytics and insights, and automate cross-channel interactions. Here is where Real-Time Interaction Management (RTIM) is critical, according to The Forrester Wave™: Real-Time Interaction Management, Q3 2015 report, which identified the 11 most significant technology providers in this space across 35 criteria. Forrester defines RTIM as “Enterprise marketing technology that delivers contextually relevant experiences, value, and utility at the appropriate moment in the customer life cycle via preferred customer touchpoints,” and identifies Pegasystems as one a leader in this very diversified pack.
Download this Forrester Wave report to
The employee engagement survey can be a powerful force for consistent, positive change. This guide provides a more insightful and actionable approach to employee engagement, including a framework for designing and implementing pulse programs. The ideas inside come from decades of engagement survey and organizational development (OD) experience.
When building an employee engagement survey, one question outweighs all others: How can the results be made as actionable as possible? This white paper explores new approaches being leveraged by enterprises today.
With all the complexities of the U.S. health care system, people consuming health care services continue to find it challenging to navigate. That’s why, for the fifth year, Aon Hewitt is pleased to partner with the National Business Group on Health (The Business Group) and The Futures Company to conduct the Consumer Health Mindset Study. The study explores the health attitudes, motivators, and preferences of consumers across the U.S.— particularly employees and their dependents as they interact with their employer-sponsored health plans, wellness programs, and the broader health landscape.
Along with our findings about the consumer health mindset, we recommend practical actions you can take to meet consumers where they are and guide them in navigating health care more effectively.
o This actionable resource guide covers 7 ways you can think like a marketer to create a compelling Open Enrollment communications campaign. Use it to create an engaging and understandable experience for your people. The guide includes: ? Tips for developing communications your people will actually open, read, and understand ? Borrowing cardinal rules from consumer marketers and making them work for you ? Setting goals, strategy, and measuring ROI for this year's Open Enrollment
o This guide gives you the practical, actionable steps your team needs to simplify and improve your company's health plan designs so they make sense for your business and your people. It walks through: ? How plan designs get lost in translation ? Plan design: myths vs. reality ? Strategic questions for your team ? Tips to improve and simplify your plan designs
If you work in the service or hospitality industry, you know the business impacts of new legislation are a constant concern. Laws regulating wages, overtime and paid sick leave can affect the bottom line if your business doesn’t comply, and now a new beast is rearing its head. The Fight for Fifteen movement is gaining momentum, pushing for a $15 minimum wage and inspiring lawmakers to explore new legislation designed to improve labor scheduling in restaurants, and in turn, the lives of employees. What does that mean for your business? This eBook will break down what you need to know, from the impacts on owner-operators to ways you can get in front of the issue.
What is employee engagement? It’s not just a buzzword. It’s also not the same as employee happiness or satisfaction. True employee engagement is an employee’s emotional commitment to the company and its goals.
Published By: DataStax
Published Date: Mar 10, 2017
Banks are at an inflection point. According to a recent research by Viacom, 1 in every 3 U.S. consumers are open to switching banks in the next 90 days. Financial services companies need to break through the competition to gain customer trust and loyalty. Building a 360° view of the customer can help banks grow customer retention and loyalty, upsell high margin products and provide compelling interactions. However, this is no easy task as complexity increases when retail banks engage their customers across multiple channels and financial products.
Gaining visibility into every customer interaction, across your business silos, and with every engagement channel is critical to making the right decisions to deliver amazing customer experiences. This white paper examines the challenges Financial Services Institutions (FSIs) face when building a 360° view of the customer to transform their customer experience and how to overcome them.
The SAP HANA platform has successfully become a proven mainstay data management solution, supporting the full range of analytic and transactional software from SAP, both in the data center and in the cloud.
Published By: Nextgen
Published Date: Aug 08, 2017
Meditouch helps integrate patient engagement across your practice and the care continuum.
Foster patient satisfaction and achieve front office efficiency.
YourHealthFile patient portal for convenience, transparency, and communication.
Patient-generated data alleviates staff burnout via manual duties; prevents bottlenecks.
Easily refill Rx, reduce no-shows, quickly fill cancellations.
iPad functionality supports education and doctor patient relationship.
Garner better reviews, gain more online visibility, market your practice to new patients.
With all the devices and channels out there, it’s harder than ever for companies to maintain a consistent brand experience. There are more ways for customers to connect with companies than ever before. And they expect each and every interaction to feel connected, cohesive, and personal. For marketers to connect the dots for customers, they need to fully understand the customer journey.
Download our new white paper, Retail Stores of the Future, to learn how you can bring the best of online shopping to brick-and-mortar stores. You’ll see how new digital marketing technologies and strategies can be applied to in-store interactions—so you can create immersive experiences everywhere your customers go.
Read the white paper now to discover:
• How retailers are blending innovative technologies with traditional shopping
• Four key approaches they’re using to build Stores of the Future
• The interactive tools they’re employing to enrich in-store experiences
Published By: Oracle CX
Published Date: Oct 20, 2017
With the growing size and importance of information stored in today’s
databases, accessing and using the right information at the right time has
become increasingly critical. Real-time access and analysis of operational
data is key to making faster and better business decisions, providing
enterprises with unique competitive advantages. Running analytics on
operational data has been difficult because operational data is stored in row
format, which is best for online transaction processing (OLTP) databases,
while storing data in column format is much better for analytics processing.
Therefore, companies normally have both an operational database with data
in row format and a separate data warehouse with data in column format,
which leads to reliance on “stale data” for business decisions. With Oracle’s
Database In-Memory and Oracle servers based on the SPARC S7 and
SPARC M7 processors companies can now store data in memory in both
row and data formats, and run analytics on their operatio
Published By: Oracle CX
Published Date: Oct 20, 2017
Databases have long served as the lifeline of the business. Therefore, it is no surprise that performance has always been
top of mind. Whether it be a traditional row-formatted database to handle millions of transactions a day or a columnar
database for advanced analytics to help uncover deep insights about the business, the goal is to service all requests as
quickly as possible. This is especially true as organizations look to gain an edge on their competition by analyzing data
from their transactional (OLTP) database to make more informed business decisions. The traditional model (see Figure
1) for doing this leverages two separate sets of resources, with an ETL being required to transfer the data from the OLTP
database to a data warehouse for analysis. Two obvious problems exist with this implementation. First, I/O bottlenecks
can quickly arise because the databases reside on disk and second, analysis is constantly being done on stale data.
In-memory databases have helped address p
"Mobile. It’s where things are going in life and in business. Your coworkers and customers are 2-5 times more likely to access information on their phone than their PC.*
This ebook explores the mobile trends that are transforming how business gets done. Plus, it offers real-world examples of how companies like yours are using the new accessibility to their advantage.
Get those forms and approvals on those phones and tablets! Imagine NDAs, invoices, project proposals, purchase orders, time sheets, RFPs, permissions, reviews, signoffs – you know, those tiresome paper pushing processes – all accessible, transferable, reviewable, approvable, and actionable via any digital device."
"In today’s intensely competitive marketplace, the business world is moving rapidly to online transactions from inefficient, costly, paper-based processes. Furthermore, consumers expect to be able to interact digitally anytime, anyplace, so providing easily accessible digital touchpoints is also critical to successfully keeping and retaining your customers.
No matter the size or type of business you’re in, you want to save money and increase revenue. And you want to make it all easy. Electronic signatures are a powerful way to accomplish all that.
Read the report to learn how leading companies across industries are improving critical business processes using eSignatures to achieve:
- Greater customer satisfaction
- Higher close rates and productivity
- Lower costs, greater efficiency
- Improved time to revenue
- Compliance and security-risk mitigation"
"With every week that passes, our dependency on paper wanes as digital processes are introduced into every aspect of our daily activity. If you want to sign a contract, book a restaurant or make a bank transfer, you can do so digitally – it is ingrained in our lives.
Taking an entire business digital can be more challenging and reliant on many more moving parts. Identifying how businesses are evolving to meet these rapidly changing demands is essential for decision makers across all sectors of the economy to prepare their organisation or department accordingly to undertake successful digital transformations.
This eBook investigates digital expectations from both the consumer and business perspectives. It identifies what action is being taken to meet the demand in the market and where the main challenges lie for businesses that are trying to deliver the digital experience their customers want."
"Microsoft has teamed up with DocuSign to make our industry-leading eSignature apps available to businesses and consumers within Microsoft applications, making it easier than ever to stay productive.
Robust apps for Outlook, Word, SharePoint, Dynamics CRM, Windows and Windows Phone are making it easier for organisations of every size, industry, and geography to quickly and securely transact business anytime, anywhere, on any device.
Read this white paper to learn how you can use DocuSign for Office 365 to:
- Go digital: Send and manage your documents work flow more efficiently
- Save time: Eliminate paper-based processes like printing, scanning, and faxing
- Increase productivity: With DocuSign for Office 365, transactions are done quickly and securely"
For manufacturers, this IDC white paper examines the current and
future Internet of Things (IoT) imperative for the following discrete manufacturing industries: automotive, aerospace and defense, high tech, and industrial machinery. We highlight IoT-enabled scenarios — those possible both now and in an Industry 4.0 future with smart manufacturing. (IDC defines IoT as a network of uniquely identifiable endpoints or “things” that communicate without human interaction using IP connectivity.) These scenarios more tightly integrate “things” with other information, processes, and even value chains. Further, we demonstrate how companies in these industries leverage technology to create business value today and disruptive opportunities tomorrow.
Published By: Infosys
Published Date: May 30, 2018
While mainframes have dominated computing across industries for several decades, the need for speed and However, modernizing these systems is every enterprise’s nightmare, considering the complexities and high costs involved, besides the fear of business disruption. The need for a trusted partner has never been more.
A leading global brokerage firm was looking to simplify and speed up the mainframe systems powering their trading platforms that supported billions of transactions each day. See how Infosys helped and the five key takeaways from the project.
IBM LinuxONE™ is an enterprise Linux server
engineered to deliver cloud services that are
secure, fast and instantly scalable. The newest
member of the family, IBM LinuxONE
Emperor™ II, is designed for businesses where
the following may be required:
• protecting sensitive transactions and
minimizing business risk
• accelerating the movement of data,
even with the largest databases
• growing users and transactions instantly
while maintaining operational excellence
• accessing an open platform that