In 7 simple steps, eBusiness professionals can boost sales and customer satisfaction while reducing customer service costs by delivering the right information and service to the right customer at the right time. Find out how!
This white paper provides an overview of what citizens want and expect in their customer service interactions with federal agencies and outlines eight steps for establishing an integrated multichannel contact center experience that meets citizens' nee
This whitepaper explains how to build a simple digital advertising attribution strategy. The technology is there to run a few simple tests, place a few pixels in the appropriate places, and gain new levels of visibility into whom your ads are reaching and how effectively they're influencing customer actions.
This report gives customer experience professionals the tools and processes they need to act on digital customer experience improvement across touchpoints like websites, mobile phones, and tablets. Forrester recommends 10 tactics for evaluating digital touchpoints and determining customers' needs, proven and emerging methodologies for redesigning digital interactions, and best practices for ensuring that your digital experiences support your business objectives.
Providing a superior experience for citizens and constituents is
not easy, and gone are the days when problematic customer
interactions can be smoothed over by empathetic service representatives.
In an omni-channel world, the number of citizen
touchpoints is not only increasing, but is increasingly automated,
and governments will not get many chances to take the
steps that are required to make things right. Unlike at any other
time in history, the quality of your operations will shine through,
in virtually every interaction with the citizen.
A Smarter Process approach helps you to
reinvent business operations in the era of the citizen.
Businesses must become agile and provide differentiated service as customer demands and expectations change. Moving beyond simple phone transactions, customers are taking matters into their own hands and turning to their peers, the web and social media to find answers.
Contact centers play a major role in determining the customer’s perception of a company. Often seen as brand ambassadors, agents are the main interaction point for customers. It is therefore critical that they deliver personalized communications in the channels that customers prefer. Businesses should use cloud technology to add multichannel tools and support growing demand for chat, social, SMS and video
As any line of business (LOB) leader knows, making customer level decisions that balance risk and profit just keeps getting harder. And even when you think you have the right decisions, turning them into actions can be even trickier. You also need to consider the factors that make smart decisions difficult. Big data. Regulations. Customers who want an offer, fast, or else you’re going to lose them.
As consumers, we’re all having more experiences that seem almost magical:
You’re in a mall when suddenly your smartphone beeps. It’s an offer for 20% off a pair of shoes you’ve been looking at online — from the store you just walked past!
As business people, we know it’s not magic, but rather analytics powering these outstanding customer experiences.
Analytics have evolved to the point where they answer an expanding range of useful questions. But understanding the different types of analytics – descriptive, diagnostic, predictive and prescriptive - and how to use them in your business can be challenging.
Download the eBook to learn about the least understood – yet most powerful – tool in the analytic arsenal.
Prescriptive analytics enable you to estimate and compare the likely outcomes of any number of actions, and choose the very best action to advance business objectives. Getting there isn’t as difficult as you think.
Start your journey. Download the eBook today.
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.
Published By: DocuSign
Published Date: Aug 17, 2016
Hundreds of sales organizations are already actively using DocuSign to streamline their operations and accelerate deal processing and closing. And for good reason: 56% for your customers expect digital transactions. DTM is the only way to deliver it.
As digital transformation accelerates, the opportunity to engage customers digitally has never been greater — but so has the threat of not delivering great customer experiences. In order for customer insights professionals to compete, the use of customer understanding to optimize experiences at scale must be at the heart of all digital transformation initiatives. Digital intelligence provides a vision and approach that captures a holistic view of the customer in order to optimize digital interactions, engagements, and experiences. During his talk James McCormick will describe the vision and need for digital intelligence; the approach needed to make it a strategic initiative, and ultimately, how it will provide a competitive advantage.
Published By: Genesys
Published Date: Jul 13, 2018
Routing is a fundamental component of your customer experience strategy. True omnichannel routing breaks down channel silos and gathers intelligence upfront through context and data to deliver the personalized, seamless engagement your customers now expect.
Learn how you can move beyond single interactions with true omnichannel routing:
• Dynamically match customers from any touchpoint, over any channel, to the agent with the optimal insights, skill set and proficiency
• Enable seamless transitions between digital self-service and live employee contact
• Replace single, random interactions with thoughtfully designed and optimized customer journeys
Banks have been using ECM for years, capturing, archiving and discovering documents. Some banks have adopted capture capabilities to digitize content for faster and easier access to content. Today’s leading banks are using content management systems that leverage cloud, mobile and analytics to deliver superior customer interactions. Watch this short video to learn how today’s leading banks are applying new ECM capabilities that help provide consistent customer experiences across all channels.
Technology has always enabled companies to reinvent how they engage with customers. But now we are seeing a profound shift – the convergence of physical and digital customer interactions – which is fundamentally changing how customers will interact and transact with brands and businesses everywhere. To better understand these dynamics, the IBV is conducting a Customer Experience (CX) study, published as a series, with multiple reports organized by topic.
Published By: HP Inc.
Published Date: Aug 30, 2018
At HP, we know that in retail and hospitality environments, customers expect a fast and simple way to find information or to complete a transaction. The physical point-of-sale experience must rise to meet the demands of retailers through high aesthetic value and peak performance.
From an elegant hotel to a small boutique, a quick-service restaurant to an outdoor garden center—all of these locations require a point-of-sale device that meets specific needs while appealing to any user.
My team at HP sought to elevate this experience by redefining the customer experience through a versatile, reliable, and beautiful point-of-sale system. For the new HP ElitePOS, we gained insights from everywhere—designers, technologists, retailers, and consumers—to create a product that is beautifully simple. It started as a sketch on a napkin, and is now part of an iconic portfolio that dissolves barriers during point-of-sale customer interactions.
Published By: Bluecore
Published Date: Dec 10, 2018
Bluecore helped evo:
Move from batch and blast to 1:1
Replace one-size-fits-all promotional emails with automated
emails that feature targeted content and send based on
customers taking certain actions or changes to products.
Scale the email program and results
without scaling the team
Introduce 15 high performing email campaigns and expand the
email program reach to support a growing business without
adding new headcount.
Add new value for shoppers and the
Launch a series of emails that proactively notify customers
about changes to products with which they’ve engaged,
including price and stock changes, while simultaneously adding
a new opportunity to capture email addresses.
Published By: Rackspace
Published Date: May 28, 2019
Tokio Marine Life Insurance Singapore (TMLS), an established general and life insurance firm, and subsidiary of the first insurance company in Japan, Tokio Marine Holdings, envisioned an e-services portal to improve user experience by providing a single platform for all customer interactions.
For its infrastructure and environment development, the insurer engaged the professional managed security and managed public cloud services of Rackspace, to help with the optimization of its Azure cloud platform, as well as to ensure that the migration is compliant to Singapore’s strict regulations on public cloud use by financial services institutions.
The new portal that went live recently had Rackspace instrumentally involved in its building, running, managing and optimizing for the Azure cloud, including a best-practice infrastructure design with the latest resiliency and security features.
Building on the success of this year-long project, a future collaboration to tap Rackspace’s PCI DSS
Published By: pepperjam
Published Date: Jun 18, 2019
It’s no secret: Traditional affiliate marketing metrics simply don’t work. And that’s because the customer journey isn’t linear—and your metrics shouldn’t be either.
Reaching, engaging, converting: these are the actions that matter most. Let us show you how to determine key goals and objectives to ensure your affiliate strategy is poised to reach, engage and convert throughout the entire customer journey.
You’re almost there! Just complete the form to download Traditional Affiliate Marketing Metrics Don’t Work today!
The pace of automation in the contact center is accelerating as it moves from IVR and routing to
artifi cial intelligence and bots. With the digitization of contact center operations, the status quo is being
upended. Technological advances in robotic process automation (RPA), AI, and machine learning (ML)
for both customer and employee interactions are literally changing the face of customer care.
Simple, repetitive tasks don’t need a person to do them anymore. Chatbots and self-service
knowledgebases put the control in customers’ hands to resolve their own issues quickly. Information
from across the business can more easily be accessed, integrated, and analyzed to streamline backoffi ce and customer-facing functions. Companies are creating digital worker factories that leverage AI
and ML to improve their business.
Published By: InMoment
Published Date: Oct 16, 2019
InMoment surveyed 1,300 U.S. consumers to understand the state of trust and loyalty, as well as customer perception about retailers’ attempts to offer more experiences versus simple transactions.
Download the report to read the insight gathered.