The proliferation of communications channels has set expectations around cost and productivity
benefits. Unified Communications (UC) is proffered as a way of helping bring them all together, but
companies struggle to justify the business case for it. Against this background, how important is UC as an approach to streamlining communications, and how can businesses exploit it?
The multichannel campaign management (MCCM) market comprises vendors that seek to orchestrate company communications and marketing offers to customer segments across channels, such as websites, mobile, social, direct mail, call centers and email.
It’s no longer enough just to convert—to stay competitive, you need to turn prospects into lifelong fans of your brand. But with commerce channels and buying behavior changing so fast, we all know that’s easier said than done.
What were once communications channels are now becoming commerce channels, with consumers making purchases on their TVs, on Twitter, and by text message. In the past, commerce and content data and experiences sat in their own silos. Those days are gone.
Attacks today incorporate increasingly sophisticated methods of social engineering and client-side software manipulation to exfiltrate data without detection. Some attackers leverage so-called spearphishing to entice employees to give up access information and spread their attacks to other enterprise systems; others use password crackers against compromised applications in order to gain further access rights to the network. The attackers might also set up channels for command and control communications with the compromised systems, as in the case of the Zeus or SpyEye bot infections.
Thrill customers and empower employees with omni-channel, socially-infused digital experiences to drive better business outcomes
IBM Customer Experience Suite features rich, integrated capabilities for managing web content, rich-media assets, real-time social communications, robust customer self-service capabilities, business analytics and mobile device delivery
IBM Employee Experience Suite enables employees to easily find and share relevant information across multiple platforms, diverse geographies with multiple languages, and within the context of business applications
Published By: SundaySky
Published Date: Mar 06, 2018
Cox Communications has been a SundaySky customer for five years, running personalized video ad programs through traditional video publisher channels. At the end of 2016, Cox Communications expanded that program to Facebook to see if greater levels of personalization and performance could be achieved by combining the dynamic capabilities of SmartVideo technology with the reach of the Facebook ads platform.
The program targets recent Cox website visitors on Facebook and delivers them a relevant video ad with offers related to products and services they had viewed on Cox.com. The program leverages SundaySky’s SmartVideo platform to achieve Cox’s online revenue goals of maximizing the number of revenue-generating orders on its website while also lowering the cost per acquisition (CPA) as the program optimizes.
Published By: Iterable
Published Date: Sep 07, 2018
Email marketing continues to be the best digital channel for ROI, so delivering dynamic, personalized messaging to the inboxes of your customers is of the utmost importance. In fact, for 77 percent of consumers, email is the preferred messaging channel, dwarfing demand for SMS, push notifications and social media communications.
When you are determining the right email marketing strategy for your business, it’s natural to wonder how the industry leaders are conducting their campaigns. A¬er all, if they’re on top, then they must be doing everything right...right?
To glean best practices, we analyzed the email marketing strategies adopted by the top 100 e-retailers in the United States to study how they engage with their customers. These companies represent industries ranging from apparel and electronics, to auto parts and pet supplies, but all have the single goal of getting their users to go from inbox to checkout.
We note what companies are doing across the board, as well as what spec
Download Aspect’s newsletter, “Serving and Engaging the Digital Consumer - from Self-Service to Agent-Assisted” for insights on how the cloud, omni-channel communications and mobility are revitalizing customer self-service. Included is a complete copy of the latest Gartner Marketscope for IVR Systems and Enterprise Voice Portals, which provides insights on the state of the market and top vendors.
Download to learn more!
Unified Communications (UC) aims to unite securely and seamlessly all the different business communications channels that exist in a company. That includes voice, video, data, IM, mobility and the Web etc. This report examines in detail the key industry drivers and benefits that are inspiring large scale enterprises to adopt a Unified Communications strategy.
Published By: Forcepoint
Published Date: Apr 19, 2016
The right cybersecurity solutions can improve your bottom line. According to a commissioned study conducted by Forrester Consulting on behalf of Forcepoint, SureView®Insider Threat (SVIT) monitors and investigates internal threats across all endpoints and channel communications. It “lowers risk and increases productivity” and can mean significant ROI to your enterprise.
How a contact center deploys and manages eServices - non-voice interaction channels such as email, chat, SMS and social media - is the key to offering electronic services that attract modern tech-savvy customers. Learn about eServices best practices from Sheila McGee-Smith, founder of McGee-Smith Analytics, and Tim Passios, Director of Solutions Marketing at Interactive Intelligence, and how three diverse companies successfully utilize eServices to their advantage.
Learn how to ensure a positive customer experience outcome by establishing a reliable business process automation (BPA), which will support your customer’s personalized interactions and adapt to changing conditions in the marketplace.
Today, business process automation isn’t just about efficiency, it’s about operating a business for your customers. To ensure a positive customer experience, a process must trigger an automated action, and automation must then manage the experience across multiple channels, personalize the customer’s interaction, and predict the best next actions. Read more, from Chris Thalassinos, Mahnaz Meshkati, and Frank Chiu of Communications Intelligence Group, and Brad Herrington of Interactive Intelligence.
The use of too many communication channels can actually hinder collaboration. That's why many organizations are now moving toward a single interface for all business communications.
Enterprises realize they must improve the communication and collaboration experience but are still figuring out how social media integrates within corporate culture and business process.
This Yankee Group white paper explores how built-for-business social workspaces enable employees to more effectively work together and move projects to completion faster.
Published By: IBM Unica
Published Date: Sep 08, 2011
Marketers are looking for cross-channel campaign management solutions that support highly personalized and relevant communications delivered across a variety of highly interactive channels and that enable optimization, channel integration, and institutional memory of the customer.
Today’s economic climate presents challenges in achieving business differentiation. Investing in innovation during an economic downturn may seem counterintuitive at first, but it can help companies pull ahead of the competition by displaying a show of strength in a climate of weakness. The Microsoft® Application Platform can help organizations do more with less, enabling them to more quickly, efficiently, and cost-effectively deliver custom solutions that provide strong business value.
Packard Bell implements targeted customer loyalty program to strengthen its brand and inspire repeat purchases. With strong roots in the consumer PC industry, Packard Bell has expanded its focus to embrace a successful digital entertainment strategy, manufacturing a range of media products for television and wireless networking. Packard Bell and Neolane were recipients of the 2007 NCDM Database Excellence Award for Multichannel Marketing Achievements.
Did you know that 97% of business executives want social integrated across their enterprise? According to a recent Oracle global study, respondents nearly unanimously sang the praises of becoming a social business. Social gives you a window into the consumer like never before, revealing affinities that allow your business to understand and personalize engagements that build stronger customer relationships.
Consumers don’t see social as a “marketing channel”. They just view it as part of their
communications; it’s embedded in their daily mobile and digital experiences.
Businesses should be thinking the same way. As Altimeter sees it, social business is the deep integration of social media and social methodologies into the organization to drive business impact
In many enterprises, marketing is a multichannel effort that
includes a wide range of touch points. The touch points
range from websites and email promotions to traditional print
advertising, postal mail, and broadcast, and direct sales by phone and in-person sales teams. But too often, each channel works independently, accountable to its own objectives, unaware of the efforts and results made within other marketing channels. As a result, call centers speak to customers without knowing the
offers the customers previously accepted or rejected. In addition,
emails launch without reference to online promotions and
websites present messages that disregard their visitors’ previous contact history.
This report looks at customers’ and businesses’ attitudes toward usage of multichannel interactions, and identifies the issues and potential pitfalls that businesses will face when trying to improve the customer communications across channels.
Published By: Godfrey
Published Date: Oct 02, 2008
A key difference between consumer and business-to-business branding is the influence of selling channels, including sales reps, dealers and distributors. While many consumer products are also sold through a channel, the marketer generally reaches past the channel with branding messages, relegating the channel to the status of a local point of sale. By contrast, in many B-to-B markets, the local dealer or distributor really “owns” the end customer and can control access and communications to and from the customer.
Published By: Godfrey
Published Date: Oct 24, 2008
Godfrey’s Channel Strategy Audit is intended as a guide to assist you in providing the information we need to generate a distribution channel strategy analysis. This audit is organized into several parts, starting with a cursory survey of your business environment, and then concentrating on the key issues that can result in strengthening or reshaping your distribution channel strategy. Although our face-to-face meeting time may be limited, we hope this audit will allow you to provide more thoughtful and detailed information, so that our deliverable to you has significant value.