Even if companies understand that an omnichannel approach performs better in terms of operational metrics and meeting customer expectations, there’s still the question of how to do it.
How should companies go about adopting an omnichannel support solution?
As companies increasingly look to provide a better experience for customers, offering support across multiple channels is becoming more popular than ever. According to the Aberdeen Group, companies doubled the number of channels they use to interact with customers between 2012 and 2017.
But there’s a difference between providing support on a few channels and delivering a truly integrated omnichannel solution. Using the Zendesk Benchmark, our crowd-sourced index of customer service interactions from 45,000 participating organizations across 140 countries, we examined why companies are going omnichannel and what sets the companies using Zendesk for omnichannel support apart from everyone else.
Every day we use location apps on smartphone devices to get us where we need to go, and to find services and products we’re looking for.
However, smartphone location apps aren’t just helping individuals navigate their way around. Forward-thinking businesses are using these apps to help them get their messages straight to the right audience, at the right time, too.
It’s why the connected car and in-map location marketing is a growing area of opportunity—helping companies to meet KPIs whilst transforming the landscape of marketing at the same time.
This on-demand webinar with experts from HERE and eMarketer discusses how to improve location-based audience segmentation and build a more accurate consumer profiles, as well as how real-time location targeting enables hyper-targeted marketing campaigns.
With support for Windows Server 2003 ending, transitioning to Server 2012 is clearly a must for companies. While migration will be an adjustment for organizations relying on niche applications that are 10 years old, the costs of not upgrading to Server 2012 could prove fatal.
When it comes to the middle market, Key has a dedication like no other bank. Our commitment and focus allow us to deliver relevant, actionable, and tailored solutions for middle market companies. As part of this commitment, KeyBank conducts quarterly surveys with middle market executives. These surveys help us discover overall industry sentiment on topics of importance to you. We believe that the more we know, the better we can serve you. Check out what leaders are saying about their outlook on the U.S. economy, expansion plans, and their thoughts on changing healthcare policy when you read our latest quarterly report.
As businesses look for new ways to create value for customers through digital experiences, it's clear that some firms are more advanced than others. This report analyzes the characteristics that distinguish the more advanced innovative companies from those just starting their digital journey. Digital leaders can use this analysis to help benchmark their own progress toward becoming a digital business.
Former Intel CEO Andy Grove once coined the phrase, “Technology happens.” As true as Grove’s pat aphorism has become, it’s not always good news. Twenty years ago, no one ever got fired for buying IBM. In the heyday of customer relationship management (CRM), companies bought first and asked questions later.
Nowadays, executives are being enlightened by the promise of big data technologies and the role data plays in the fact-based enterprise. Leaders in business and IT alike are waking up to the reality that – despite the hype around platforms and processing speeds – their companies have failed to established sustained processes and skills around data.
Big data evolution: forging new corporate capabilities for the long term is an Economist Intelligence Unit report, sponsored by SAS. It explores how far along companies are on their data journey and how they can best exploit the massive amounts of data they are collecting.
As complex product companies look to build sales opps they're using mobile platforms (iPads and Smartphones) to demo products anywhere, anytime. But the question is, who's developing the dynamic content that's exciting prospects and accelerating sales?As complex product companies look to build sales opps they're using mobile platforms (iPads and Smartphones) to demo products anywhere, anytime. But the question is, who's developing the dynamic content that's exciting prospects and accelerating sales?
In an innovation-powered economy, ideas need to travel at the speed of thought. Yet even as our ability to communicate across companies and time zones grows rapidly, people remain frustrated by downtime and unanticipated delays across the increasingly complex grid of cloud-based infrastructure, data networks, storage systems, and servers that power our work.
We’re in the era of hybrid cloud, an integrated combination of public and private cloud environments. Most companies moving into the public cloud today are making strategic decisions about which applications should go to the cloud and which should stay on-premises. Get acquainted with hybrid cloud management strategies and solutions, and learn what critical components must be addressed as you plan your hybrid cloud environment.
Published By: MindTouch
Published Date: Oct 02, 2019
The dynamics of the customer journey are constantly expanding and evolving. Traditional “company-first” approaches to delivering service excellence are no longer sufficient. Instead, today’s forward-thinking companies know that a more “customer-first” approach is best. Read our MindTouch-sponsored whitepaper by Lori Bocklund, President of Strategic Contact and experienced industry veteran, as she explores the ties between new self-service entry points and a strong foundation rooted in knowledge management.
Technology leaders need to rethink strategic
planning in the age of the customer. Technology
strategies are too often just collections of loosely
related project plans and too focused on tech
project delivery milestones. Strategies designed
“by IT, for IT” fail to engage business leaders and
executives because they don’t explain how tech
strategy leads to better customer experience and
outcomes. This report explains how technology
leaders can create a strategic tech plan that is
customer-led, insights-driven, fast, and connected.
Learn why companies aren’t currently embracing RPA at scale and understand how to tackle different scaling challenges, from reaching the ceiling of a small Proof of Concept to keeping your people and RPA strategies aligned.
Find out how scale was successfully achieved for some of Automation Anywhere’s customers, including Bancolombia.
Published By: Dell EMC
Published Date: Aug 17, 2017
For many companies the appeal of the public cloud is very real. For tech startups, the cloud may be their
only option, since many don’t have the capital or expertise to build and operate the IT systems their
businesses need. Existing companies with established data centers are also looking at public clouds, to
increase IT agility while limiting risk. The idea of building-out their production capacity while possibly
reducing the costs attached to that infrastructure can be attractive. For most companies the cloud isn’t
an “either-or” decision, but an operating model to be evaluated along with on-site infrastructure. And
like most infrastructure decisions the question of cost is certainly a consideration.
In this report we’ll explore that question, comparing the cost of an on-site hyperconverged solution with
a comparable set up in the cloud. The on-site infrastructure is a Dell EMC VxRailTM hyperconverged
appliance cluster and the cloud solution is Amazon Web Services (AWS).
Published By: IBM APAC
Published Date: Jun 21, 2019
Companies with multicloud services are outperforming their peers on a number of metrics — and achieving the key objectives that led them to the cloud services model.
Take a look at the IT ecosystem of any company today and there’s a good chance you’ll find it includes offerings from several cloud services providers. That’s certainly the case at mid- to large-sized companies with at least 500 employees, according to a recent survey conducted by IDG Research. The survey of 100 senior IT professionals found that 59% are already multi-cloud adopters — that is, using computing and storage services from two or more cloud providers. Another 31% of respondents say they plan to become multi-cloud organizations in the coming 12-24 months, with only 10% still in the “consideration” phase.
The survey results also reveal interesting insights into the drivers behind multicloud adoption. The perennial desire to reduce IT costs remains important, but the respondents rate two other factors.
View this live Webcast from the Aberdeen Group that features senior research analyst for business intelligence Mike Lock. Learn how best-in-class companies are delivering broader access to information in a shorter time frame to facilitate substantial improvement in key business performance metrics.
• Our survey of companies that currently offer, or
plan to launch, so-called “direct to consumer,” or
over-the-top (OTT), video services in the market
suggests that the industry is maturing. Though
51 percent of those surveyed view their video
service as a money-making venture, 49 percent
see it as providing some other primary benefit to
the company. Not only are the types of OTT video
services offered to consumers becoming more
diverse, but the marketing and distribution are also
improving such that target audiences are more
likely to find new services intended for them
For enterprise businesses, the conversations you are having with your customers and employees can help transform your future. At Verint Next IT, we deliver intelligent self-service solutions to help companies elevate the customer experience while driving operational efficiency.
We understand that the challenge for many companies exploring AI and automation initiatives lies in knowing the right place to start and also how to grow. That’s why we offer AI Blueprint™.
With AI Blueprint and our proven Alme® platform, we ensure that every enterprise succeeds with AI now and in the future.
Download the eBook to learn:
• What AI Blueprint is, what it does and why it matters
• The benefits of Conversational AI and how it is transforming businesses everywhere
• Five ways AI Blueprint and our Alme platform help companies thrive with intelligent virtual assistant (IVA) and chatbot solutions