Published By: Dynatrace
Published Date: Jul 29, 2016
Gap free data helps you create and manage high-performing applications that deliver flawless end-user experience and customer loyalty.
To be gap free, you must capture data from every single method in your application infrastructure, end-to-end, including timing and code-level context for all transactions, services and tiers, and make the data available for analysis.
This eBook gives you technical and business case details that will show you why gap free data is a critical part of your application management strategy.
Published By: Genesys
Published Date: Jul 27, 2016
Customer service has been, and will continue to be, a central concern for most companies. Designing and delivering a positive customer experience relies heavily on the framework and capabilities of your call center or contact center, specifically the ability to support omnichannel interactions.
The IDC MarketScape examines 12 key players in the worldwide contact center infrastructure and software (CCIS) market, analyzing their current capabilities as well as longer term strategies that impact their ability to service customers and gain market share going forward.
The past five years have marked the beginning of the “Age of the Customer,” in which technology and economic forces have put customers in control of their interactions with businesses.
These businesses, hoping to understand and serve customers in a global and digital economy, are almost universally undergoing digital transformation, which involves realigning and investing in new technology and business models with a specific focus on the customer experience.
Effectively supporting these new business demands has become more complex and challenging. The increased use of mobile devices alone is driving exponential growth in transaction volumes.
A customer pushes a button on his or her cell phone, for example, to check a bank balance. That single transaction triggers a cascade of transactions as the request is validated and data is accessed, retrieved and then sent back to the customer.
Wholly relevant and personalized customer service is no longer an optional preference, so much as an inevitable reality. Through the right data management technology, marketers can pave the way for their customers to reach the right ticket for their chosen journey, through the channels they prefer, in a way which means something to them in that particular moment.
Airlines don’t have to make use of beacon technology and IoT to begin uplifting their outreach, but should choose a solution which is ready as soon as they are, to plug into, embrace and deliver actions with a shifting landscape of consumer touchpoints.
In today's digitalized economy, web applications and the browsers that connect
to them predominantly rely on the Secure Socket Layer (SSL) and Transport Layer Security
(TLS) protocols to encrypt sensitive business information and personally identifiable
information (PII) – such as customers’ credit card details, user account passwords,
corporate sales and payroll data, etc. – before sending them securely over the internet.
SSL/TLS encryption ensures information transmitted over the internet through e-mails,
e-commerce and online banking transactions and a myriad of cloud and online services
are kept secure.
Published By: Rackspace
Published Date: Sep 04, 2019
In this hands-on guide, our AWS Amazing Minds share advice on how to navigate and optimise your cloud journey on AWS, tackling the 9 most common questions around upskilling on AWS, automation, DevSecOps, customised cloud and more.
Our customers were the catalyst for creating the Amazing Minds series. Independent research combined with insights from our day-to-day business interactions, told us unequivocally that they wanted to be part of the journey. We also know that a secure and high-performing cloud journey is at its best when it’s a shared experience.
Download the guide to see how you can achieve how performance outcomes on AWS, and save time and money whilst doing so.
As customer care channels continue to evolve and
expand, there’s been a lot of debate about which channels
customers actually prefer to interact with brands. Many
reports say that millennials prefer digital channels—like web
chat or texting—while older generations still prefer voice
channels. Previous Interactions research has shown that
this isn’t necessarily the case, and that the issue of channel
choice is often far more complex—depending on factors
such as the company consumers are trying to contact,
and the complexity of the issue the consumer is trying to
Technology plays a key role in online shopping, where online retailers gain a greater understanding of their customers through data from their browsing and purchasing habits. Today, when consumers shop in brick-and-mortar stores, they expect the same personalized and responsive service.
To help retailers achieve this level of service, a combination of hardware and software—Intel® Vision Accelerator Design products, cameras, AI deep learning video analysis technology— do the work for you.
Uncover how Advantech system uses the Intel Vision Accelerator Design with Intel Movidius VPU to drive
• Overall store performance such as the number of visitors and transactions, point-of-sale data, sales per shopper and the store’s ranking, and can distinguish traffic patterns by weather and time of day
• Traffic and sales analysis for better staff allocation and marketing-event planning
• Store heatmap analysis for more precise merchandise placement and product promotion
Published By: Rackspace
Published Date: Apr 02, 2019
Traditional retailers seeking to digitalize their brand connections to customers, do so with Eagle Eye AIR, a SaaS platform for creating intelligent, real-time digital and mobile solutions for promotions, loyalty programs, rewards and more.
With rapid business growth, the volumes of transactions processed per second are constantly being rewritten – yet, its customers’ transactional throughput keeps running smoothly – which is all thanks to the successful migration of its dedicated infrastructure to Google Cloud Platform (GCP).
Being a longstanding customer of Rackspace, Eagle Eye trusted the Rackspace Managed Services team in providing expert guidance for every stage of its migration project – which is part of a bigger exercise to transform its technical capabilities.
Adsquare offers brands insights into customer behaviours and footfall to underpin digital marketing campaigns. Using a detailed brief of the audience the brand wishes to reach,
Adsquare gathers data from a range of mobile, online and offline sources. This rich data gives a brand a stronger opportunity to create relevant campaigns for their audiences.
It is critical to adsquare’s success that its data sources are reliable. As the world’s leading location platform in 2018 (Source: Ovum and Counterpoint Research annual indexes) HERE is building and sharing real-time location intelligence with adsquare which reveals patterns to show how and why customers make transactions in specific places. and why customers make transactions in specific places.
How can brands make the most of the growing opportunities offered by location data? Understanding location and its connection to customer behaviour is key to gaining full and reliable insights and making efficient change.
HERE is building and sharing real-time location intelligence which reveals why customers make transactions in specific places. HERE’s Open Location Platform contextualises consumer motivations in the world around them. As the world’s leading location platform in 2018 (Source: Ovum and Counterpoint Research annual indexes) HERE also shares its own insights into the future of reaching customers on their mobile devices as they travel, including in-car advertising.
The data-driven organization is the new benchmark for success. Firms that harness data to dictate strategic and tactical decisions companywide make more informed business plans, better optimize operations, improve customer interactions, and provide competitive edge. To achieve these benefits, organizations increasingly see data refinement - transforming raw data from various sources into relevant and actionable information and delivering it through self - service access to any user who needs it - as the path toward success by helping break though immature processes and legacy systems. However, data refinement only functions as well as the strategies and approaches behind it. Organizations that do not understand the right way to embrace refinement will fail to catch up to competitors that have mastered the correct approach.
This video demonstrates how IBM’s Behavior Based Customer Insight for Banking leverages predictive analytics to help you personalize customer engagement and deliver customized actions. The solution leverages advanced predictive models to analyze customer transactions and spending behavior to more deeply understand customer needs and propensities, anticipate life events, and help provide a unique customer experience.
Learn new ways of analyzing digitally connected customers-from dynamic segmentation to the use of advanced analytics. With predictive tools, banks can analyze transactions and spending behavior to better understand customer needs, anticipate life events, and provide a unique experience.
Securing your infrastructure, your customer interactions and protecting
your data are critical to preserving your reputation and your bottom
line. Many cyber attacks remain undetected for up to eight months1
and can cost an organization an average of 11 million USD.2
Today’s cyber actors are becoming more sophisticated, agile and capable
of getting past any network security. Organizations must evolve, replacing
traditional defensive security strategies with a proactive, intelligence-driven
offense to prevent and disrupt these threats.
IBM® i2® Enterprise Insight Analysis is a next generation intelligence
solution that enables organizations to incorporate cyber threat hunting
into their security strategy and turn their defense into a proactive
offense.It helps organizations uncover critical insights about their
threats and threat actors so they can mitigate and counter more threats
with a combination of multi-dimensional visualte analysis capabilities
Just 7% of consumers say that customer service experiences they have with companies typically exceed their expectations. Now think about how you could succeed and profit as a business if you not only continually offered good service to your customers, but also frequently offered more than what they expected.
The secrets to lining up your customer service with your brand.
The best way to train employees.
How to make employees feel good about giving great service.
The significance of monitoring customer interactions.
Which customer metrics you should pay attention to.
The cheapest way to earn new customers.
Download this ebook to learn what you need to do to give customers what they want and earn a customer for life!
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.
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.
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.