Published By: Infosys
Published Date: May 21, 2018
The digital revolution has left no part of business untouched. The traditional world of CFO's is evolving fast - not only because technology enables them to perform their duties more effectively, but also because the next generation of CFOs are steadily making their way into the boardroom. And they are going to drive change even faster.
This was an issue that was high on the agenda for our client, one of the world's largest multinational conglomerates. They could see that CEO's of the group's businesses were relying increasingly on the financial insight of their CFOs to help shape business direction strategy. CFOs, therefore, need to ensure that they are equipped with technology and data to fulfill this new and demanding role.
Published By: Infosys
Published Date: May 21, 2018
Our client was something of a niche retail brand - with an enormous heritage and reputation, yet in order to exploit the opportunities in an increasingly online world, they needed to embark on a digitization journey.
The digitization program was extensive and touched many parts of the company operations. Already drawn up was a high-level list of 20 different areas that would put the brand firmly on it digital transformation journey. At the top of the list was perhaps the most business-critical project of all - updating the e-commerce platform - and that is where we began.
Published By: Infosys
Published Date: May 21, 2018
Imagine being able to find the perfect bartender to staff a five-star resort or hire an Italian chef for a week in Switzerland - all in real time, all with zero human touch, with digital contracts and signatures, all revenue passing through the platform, all payments made within 48 hours - tax, legal and regulatory compliance included. We made it happen for our client.
We know that great customer experiences lead to increased revenue. Happy customers are loyal customers, and loyal customers are more likely to share their positive experiences and recommend their favorite brands to people they know. But when it comes to making the connection between improved customer experience (CX) and revenue growth, CX pros often struggle to prove the value of their programs. The good news is there are many ways to show the return on investment (ROI) of customer experience initiatives. With the right measurement tactics in place, a solid business case can be developed.This guide includes definitions and formulas to measure the success of your own CX program.
From "actionable insights" to "voice of the employee (VOE)", there are many buzzwords related to customer experience management.
This handy 3-page guide will help you decode all of the industry buzzwords.
Inside you'll find:
• Age of the Customer
• CX Action Campaigns
• Data Mining
• Double-Barreled Question
• Key Driver Analysis
• Net Promoter Score
• Many more!
Published By: Dur-A-Flex
Published Date: May 14, 2018
Previous best practices for cleaning healthcare facilities centered on sanitizing frequently touched objects, such as bed rails or call buttons, because these objects were believed to be major sources of contagion. However, this new study finds that floors are the largest potential source of pathogens after reviewing five participating Cleveland-area hospitals.
Specifically, the following findings are highlighted in the study:
• Patient room floors in five hospitals were found to be contaminated with healthcare-associated pathogens.
• High-touch objects often came to be in direct contact with the floor.
• Touching objects on the floor frequently resulted in transfer of pathogens to hands.
• Floors in hospital rooms are overlooked as a source for pathogen dissemination, with potentially dangerous results.
Published By: Monotype
Published Date: May 09, 2018
Over the past several years, we’ve seen a huge change in how brands communicate, market, and relate to their customers. Maintaining good brand health and a strong visual identity is essential to developing trust with your customers, meeting them where they are, and keeping up with their expectations. // In our latest eBook, we've highlighted areas you can’t ignore if you want to deliver the experience consumers expect. You’ll find out what’s most important to today’s customers, ways you can prepare for the future, and how type ties it all together. // You'll learn:
Why it’s essential to establish a cohesive brand identity across all touchpoints, in whatever region or language your customers demand
How customer expectations have evolved and how you can to adapt
Why type is an essential tool in responding to these changes and preparing for the future
Discerning and demanding consumers expect meaningful retail interactions. Creating new world-class experiences is vital to differentiate products and boost profits in the consumer goods market.
• Let me shop when and how I want: Technology to research and buy products defines consumer behavior, driven by social media’s “see now, buy now” mentality.
• Give me relevant data: With ever-expanding information, every touchpoint should have customer data that matters.
• Give me a truly unique experience: Innovative retailers use new partners and tools to deliver personalized consumer experiences.
• Pair my products with consistently good service: New customer service technologies are crucial in a world with more consumer/retailer choices.
• Make my retail environments better: Consumers want memorable, differentiated experiences in user-friendly digital and physical retail environments.
I invite you to download your targeted industry analysis and uncover the expectations to take into account a
How do you measure up as a business leader?
As a business executive your time is incredibly valuable, right? And if you aren’t maximally
time efficient or productive then you – and your business – will soon fall behind. It’s a fact of
life in today’s highly-competitive digital marketplace.
But how do you stem the flow of lost time? And how are other leaders making the most of
this scarce resource so they can be as efficient, productive and valuable as possible?
This report was produced specifically for the UK and Ireland (UK/I) region and is based on
data gathered from real-world business leaders explaining how they perform tasks on a
daily basis. In the report, we look at how business managers can step up from operational
tasks and focus on work that will propel their business forward.
Touch on the priorities of what could be termed ‘accelerated business leaders’: those
The exponential growth of omnichannel shopping and ever-burgeoning demand for faster merchandise deliveries is redefining the supply chain’s distribution of consumer products goods. A seminal shift in how shoppers increasingly buy via multiple touch points — online from desktop computers, mobile devices and in-store — has created the need for the “smarter” warehouse to serve today’s connected consumer. As retailers look to merge their brick-and-mortar and online operations to cut costs and boost efficiency, warehouse management systems must keep pace. For this report, Zebra Technologies analyzed the state of the warehousing marketplace among firms in the US and Canada with at least $15 million in annual revenues. The online survey asked IT and operations personnel in the manufacturing, retail, transportation and wholesale market segments to share their insights and business plans over the next five years, in light of a rapidly changing industry.
Published By: DocuSign
Published Date: Apr 24, 2018
We live in a mobile, digital era where health information is at our fingertips. With the touch of a button, patients can see test results, track prescriptions, and sign up for clinical research. And yet it still takes over a decade to bring breakthrough treatments to market. Scientific productivity must improve: clinical trials are costly and time-consuming, and regulations mandate increased scrutiny and compliance.
The patients who rely on your scientific leadership are expecting more. How are you meeting their needs? While intensive research and study are still a prerequisite for success, there is a better way to develop new products and therapies.
Download the eBook for best practices to drive digital adoption in life sciences.
Customer Experience (CX) has become a critical differentiator for companies. Consulting company Forrester has declared that we are in the “Age of the Customer,” and Gartner argues, “A superior
customer experience is one of the few remaining means of sustainable competitive differentiation as the effects of globalization take their toll.”
Despite its widely-recognized importance, CX continues to be a loosely-defined concept, with each organization seeming to have its own definition. Approaches to the discipline and the arrangement of CX teams and related roles vary widely from business to business, leading to some confusion within organizations trying to select a CX approach.
Whether you are just starting your company’s CX journey or you are well on your way, this white
paper will help you develop a thorough understanding of the discipline and the many ways
organizations view and implement CX strategies, processes, and technologies.
We’ll start by defining customer experience and its im
Published By: Dynatrace
Published Date: Apr 16, 2018
Internet-of-things (IoT) is increasing in excitement across all industries as they look to provide innovation in their product and services, and monitor risks and costs in their business operations. But IoT is not a single technology. It is an ecosystem of human and non-human touchpoints that span across multiple technologies. This creates a dynamic and complex environment that is difficult to see and manage in scope.
The traditional monitoring approach of watching dashboards, responding to alerts, and manually analyzing doesn’t work anymore. Today’s hyper-dynamic, highly distributed IoT application environments have become way too complex and move too quickly. The volume, velocity, and variety of information is simply more than humans can keep up with using traditional tools.
For sales organizations, customer engagement
is about more than touchpoints—it’s about
everything that happens in between personal
and digital encounters. Customer engagement
requires an organization-wide commitment
to creating meaningful connections, building
relationships, and nurturing those relationships
to establish trust and keep your brand topof-mind.
Learn about the five gaps that could be costing you time, customers, and profit in this digital e-book. Discover how to close those gaps and transform your people, process, and technology to better serve your customer. You’ll also learn how to:
Create a unified view and deliver personalized experiences to your customers across all touchpoints and channels.
Provide actionable insights to your sales and marketing team so they can work together more effectively.
Bring intelligence to your data and connect it with content and processes, so you can make better, faster decisions.
Transform your business by connecting sales and marketing with a shared set of successful business practices.
Published By: Monetate
Published Date: Apr 06, 2018
Personalization for retail customers has advanced well beyond segmentation to include real
one-to-one connections made in real-time. Not only are consumers expecting hyperpersonalized
experiences across all touches, but companies who are able to implement them
are seeing unprecedented growth and a new level of customer loyalty.
This essential guide walks you through personalization from the nuts and bolts of what it can
do, through 5 levels of implementation that businesses can use to benchmark their path to
In the guide you’ll learn:
• The latest advancements in personalization technology and what companies can expect
to gain with implementation.
• Four myths about personalization that may be holding your company back.
• Tips for getting started and 5 benchmarking levels to help you create a personalization
roadmap for your company.
• Eight questions to ask when shopping for a personalization partner that will help you
ensure you are getting the right tools and expe
Published By: Optimizely
Published Date: Apr 06, 2018
We live in the age of the consumer.
Across touchpoints, customer expectations for digital interactions and brand experiences are evolving. Today, it is critical for organizations to deliver high-performing, personalized encounters across the customer journey.
To drive innovation and stay competitive, organizations need to reorient towards the customer—which means being able to understand their needs, adapt to their expectations, and quickly make improvements. But pinpointing where to make iterations across your tactics and digital entities like websites and landing pages can be a difficult task—especially in today’s multi-touch environment.
Published By: Optimizely
Published Date: Apr 06, 2018
Optimizely helps companies better understand and serve their customers.
Every touchpoint with a customer is an opportunity to win that customer’s heart, make them great, and make them better.
By experimenting everywhere, businesses have a powerful strategy for reorienting towards their customer as the true north, striving to iterate quickly, make improvements, and deliver customer experiences that are delightful and fuel growth.
Optimizely enables you to experiment everywhere—both across the organization and across every interaction you have with a customer. In a company that experiments everywhere, everyone from Marketing to Product Management, Design, Engineering, and the C-Suite can inform their decisions with experiments that engage customers for their reactions.
"Cloud-first, mobile-first organizations are seeing huge benefits from taking a more distributed approach to IT and user access management. Business units are given more freedom to evaluate and select SaaS applications that will enable efficiency and growth. Users are given more freedom to use the devices that make them the most productive.
When this trend started, most IT organizations were able to implement some basic, manual processes to administer and govern IT in this best-of-breed distributed environment. However, as the number of touchpoints increases, IT needs to automate to keep pace and stay secure.
This white paper goes into more detail on the top 5 reasons to automate identity lifecycle and identity administration with comprehensive user provisioning and build a solid foundation for future cloud-first, mobile-first IT."
Published By: Anaplan
Published Date: Mar 29, 2018
Finance has a mandate to become a strategic business partner. Integrated business planning offers organizations the ability to align operations and sales strategy with the company’s continuous financial performance. An increasing number of organizations have shown that even small steps toward integrated business planning have helped them deliver immediate benefits to the business, including light-touch forecasts, rapid “what-if” analyses, and more accurate budgets. Improved collaboration between departments, driving more awareness and shared understanding of potential issues, allows the business to take the prompt and incisive actions needed to keep performance on track. The question to consider is not “When are we going to do this?” but “Why don’t we start now?” because time is ticking away.
Published By: SundaySky
Published Date: Mar 06, 2018
Guests at Atlantis Paradise Island, a luxurious tropical resort in The Bahamas, enjoy an amazing guest experience: the resort boasts pristine white-sand beaches, luxurious accommodations, a world-class casino, a 140-plus acre water park, and the world’s largest open-air marine environment. Atlantis wanted to drive anticipation and deeper engagement with guests before they even set foot on the island by improving the pre-arrival experience. SundaySky SmartVideo enables Atlantis to take a strategic, multi-touch engagement approach to enhancing the pre-arrival period with personalized video communication to assist guests in fully preparing for their vacations.
Published By: Genesys
Published Date: Feb 27, 2018
Modern contact centers support a variety of digital channels—email, chat, co-browsing, social, video—over multiple digital touchpoints (web or mobile devices). What they lack is the ability to link interactions in a step-by-step journey to provide a personal, contextual experience for each customer.
Download this eBook. Learn how you can:
• Design a successful digital customer engagement strategy
• Provide agents with a 360-degree view of the customer across all digital channels and voice
• Deliver omnichannel experiences that are personalized, context-based, and low-effort
In a world of perpetual innovations in technology, brands are continually stuck between slowing down and reinventing the wheel of martech which keeps them going, and staying put with delays in data activation. But they don’t have to settle for either of these approaches.
Now is the time for enterprises to reclaim their brand’s independence in agility, innovation and customer obsession, removing all traces of vendor lock-in, slow-down or strategic compromise with a comprehensive, centralized approach to marketing technology which goes beyond DMP: Intelligent Orchestration.
In the beginning, the marketing landscape was easier to navigate, with just a few select channels to reach your customers through. However, as it constantly evolves, this landscape is quickly becoming a fragmented world. In the frantic scramble to become king of the hill, marketers grab hold of as many channels as they can, but often without an overall strategy to pull together one uniform message. The result? They spread themselves thinly across multiple channels, which results in shattered messaging.
Digital technologies and increasing customer engagement point traditional financial institutions towards a wonderful new world of an enhanced customer experience. Herded by a wave of regulatory ‘enablers’ - through the yin-yang regulations in the form of the GDPR and PSD2 - the industry landscape is ripe for transformation for those willing and able to embrace this new world: connected customer ecosystems beyond their own institutional walls. In doing this, this creates more comprehensive customer journeys - and ultimately, better quality customer experiences.