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Published By: KPMG     Published Date: Sep 17, 2018
The leadership of a new, marquee pharma manufacturer approached KPMG with a paradox: It was certainly marquee, but not new. As the highly publicized spin-off of a global health services conglomerate, the company began life with $18 billion in annual revenues, an established product pipeline and instant membership in the S&P 100. Reliant on the back-office functions of its parent, it needed to quickly acquire the back-office sinews of a truly stand-alone company: ERP systems and core processes for finance, operations and human resources. During an intensive three-year engagement, KPMG brought the vision of the company’s leaders to life, working towards a target operating model through the disciplined implementation of new systems, processes, training and staffing. The multidisciplinary approach eventually touched the lives of every one of the company’s 21,000 employees, in 170 countries. And as KPMG’s delivered tangible results, something intangible emerged – a new company culture, inde
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KPMG
Published By: Intouch Insight     Published Date: Sep 10, 2018
This whitepaper will show you what it takes to be part of the 19% that succeed at CX initiatives and teach you: • What defines a strong CX platform • The components of a successful CX program; and • What software features to look for to get a dynamic, customizable platform that meets your company’s unique needs. There is no shortage of platforms out there, but the right one has to provide critical support at every stage of a simple (but not simplistic!) process that will take your CX efforts to the next level. Once we define the requirements, it will be easy to understand how a strong CX platform can help your strategy transition from inception to analysis to action - maximizing the impact of every effort along the way. WHAT
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Intouch Insight
Published By: Iterable     Published Date: Sep 07, 2018
Today’s consumers are more informed, diverse, demanding and well-connected than ever before. With nearly unrestricted access to shopping resources used for discovery, comparison, and purchase, consumers are able to shop at will, often independent of branded retailer guidance. This rise of consumer independence can be attributed to the emergence of technological advancements favoring consumer empowerment; however, the repeated failures of brands to proactively offer personalized, high-value shopping experiences at scale is a significant contributing factor of consumer exodus. This has fostered an inclination among shoppers to become self-reliant in their pursuit of purchases, effectively shutting out promotional outreach from brands. Many brands continue to fall out of touch with their customers because they’ve lost sight of their customers’ true needs. Customer centricity has long been the foundation for modern marketing, but the brands which fail at creating deeply personalized market
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Iterable
Published By: SAS     Published Date: Aug 28, 2018
Starting data governance initiatives can seem a bit daunting. You’re establishing strategies and policies for data assets. And, you’re committing the organization to treat data as a corporate asset, on par with its buildings, its supply chain, its employees or its intellectual property. However, as Jill Dyché and Evan Levy have noted, data governance is a combination of strategy and execution. It’s an approach that requires one to be both holistic and pragmatic: • Holistic. All aspects of data usage and maintenance are taken into account in establishing the vision. • Pragmatic. Political challenges and cross-departmental struggles are part of the equation. So, the tactical deployment must be delivered in phases to provide quick “wins” and avert organizational fatigue from a larger, more monolithic exercise. To accomplish this, data governance must touch all internal and external IT systems and establish decision-making mechanisms that transcend organizational silos. And, it must provi
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SAS
Published By: BetterUp     Published Date: Aug 14, 2018
BetterUp has been one of the most impactful learning and development solutions Logitech has implemented. By working one-on-one with BetterUp coaches, Logitech managers were equipped to better manage their mindsets and ultimately, have developed into stronger leaders. BetterUp can individually touch employees across your entire organization, regardless of their function, team, and location. Senior Director of Learning & Development at Logitech, Jessica Amortegui says, “If you want to significantly increase the impact of your learning and development programs, BetterUp coaching is the way to do it.”
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BetterUp
Published By: Zebra Technologies     Published Date: Aug 09, 2018
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.
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fulfillment, vision, study, technology, manufacturer
    
Zebra Technologies
Published By: Intouch Insight     Published Date: Jul 23, 2018
Customer experience (CX) is a top priority for most retailers, but many struggle to pinpoint where the brand vision for CX is not being delivered - especially at the individual store level.
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Intouch Insight
Published By: Microsoft     Published Date: Jul 20, 2018
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 top-ofmind. “The realignment of, or new investment in, technology and business models to more effectively engage digital customers at every touchpoint in the customer experience lifecycle.” - Altimeter Group The realignment of, or new investment in, technology and business models to more effectively engage digital customers at every touchpoint in the customer experience lifecycle. - Altimeter Group Customer engagement drives every interaction, every process, and every decision—and it’s the key to driving sales. In fact, respondents from a May 2016 Microsoft survey of sales leaders across multiple industries ranked customer engagement the #1 dr
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Microsoft
Published By: IBM     Published Date: Jul 16, 2018
Do your plans and forecasts need a reality check? The quality of your strategic decisions is only as good as the quality of your forecasts. And forecasts are only good if they reflect current reality—not the reality of two, three or more quarters ago. Enter “continuous planning.” With a methodology for forecasting at frequent intervals throughout the year, continuous planning “enables managers to see trends, patterns, and ‘breaks in the curve’ long before their competitors, and thus make better informed decisions regarding products and markets.” In this free online webinar, speakers Jim Collins & Guy Jones will explain how continuous planning keeps you in touch with current reality - and one step ahead of competitors. Jim Collins, Performance Management Strategy Executive, IBM Guy Jones, Worldwide Technical Sales Executive, IBM Performance Management,
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IBM
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
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Genesys
Published By: Genesys     Published Date: Jul 13, 2018
Artificial Intelligence (AI) is staggering in its speed of handling simple requests and automating conversations. But AI solutions are not enough for the best customer experiences. Human emotions sometimes demand the human touch that only live agents can provide. Kate, Customer Experience AI by Genesys, combined with the power of human touch can improve customer experience, empower employees and dramatically reduce costs. This seamless combination of AI technology and humans, or “Blended AI by Genesys,” addresses the entire customer journey for the best possible outcomes. Download the eBook and learn how Kate and Blended AI lets you: • Personalize self-service • Connect customer conversations • Create smart agent experiences • Start small and deploy fast with MicroApps
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Genesys
Published By: Genesys     Published Date: Jul 13, 2018
Artificial intelligence (AI) can’t replicate the human touch, but it can ease your agents’ burden by handling many simple, repetitive requests. A new Forrester Consulting paper offers a look at the strengths and weaknesses of both AI and humans independently, yet how blending them together can give your customers the seamless end-to-end experience they expect. See how enterprises around the world use AI to improve customer service and uncover new revenue streams, the challenges they overcame, and why a blended solution with live agents makes sense. Download the paper to learn three key recommendations on using AI to improve agent productivity, agent satisfaction, and customer satisfaction.
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Genesys
Published By: Genesys     Published Date: Jul 13, 2018
In today’s digital world, the messaging and texting that have become a prominent part of most people’s lives are a form of asynchronous messaging. These are a simple, convenient method of communication for people on the go, with varied time in response based upon intrigue and urgency. Asynchronous messaging has become so ingrained in consumers’ lives, an expectation has evolved that businesses should be able resolve issues just as quickly and easily, and on the customer’s timetable. To keep up with consumer expectations and offer differentiated customer experiences, there is a strong case for implementing capabilities where messages can be fielded by bots using artificial intelligence, with a human touch through skilled representatives, or a combination of both within the same conversation, without losing context. Download this white paper to learn about: • 6 benefits to asynchronous messaging in B2C customer experience and operations • Incorporating asynchronous messaging into your u
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Genesys
Published By: Sage People     Published Date: Jul 05, 2018
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. We will: • Touch on the priorities of what could be termed ‘accelerated business leaders’: those decision makers leading their industries forward in a way that harnesses emerging technologies and agile new ways of working. • Examine the key facto
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Sage People
Published By: Evariant     Published Date: Jul 02, 2018
When call center agents don’t have access to an EMR, consumer demographic, sociological and other data, nor an understanding of marketing campaigns, agents are inefficient, reactive and unable to personalize interactions with patients and consumers. The disjointed call center experience harms the health system’s ability to find, guide, and keep patients for life. The call center is often the first touch for many prospective healthcare customers, and Scripps Health recognized these challenges. They made the pivot from call center as cost center to strategic lynch pin in their patient experience strategy. Call center agents are now delivering a world-class patient experience as they provide physician referrals, take class registrations, and serve as a clearing house for general information . An added bonus of the shift is they can now integrate outbound calling into campaign efforts, and measure the full impact of marketing efforts and strengthen marketing’s ROI. Get your free copy of
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call center, conversions, health, proactive
    
Evariant
Published By: Reputation.com     Published Date: Jun 29, 2018
Creating competitive advantage starts with a sound digital strategy. In a 2017 survey of healthcare consumers across the U.S. from a representative range of demographic groups, we found that 88% of consumers begin their search for healthcare providers online. Consumers rely on search engines and review sites to steer their decisions about where to go for care. What consumers read about you online heavily influences their decision-making. Your reputation is defined at every touchpoint a potential patient has with your doctors and organization on the web — from the doctor or location listing, to patient rating and reviews, to finding the right doctor and reading profiles on your website. Done well, online reputation management (ORM) enables your providers to generate a high volume of representative reviews from the “silent majority,” while providing valuable insights to improve patient experience, make operational improvements and drive new patient appointments.
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Reputation.com
Published By: Epson     Published Date: Jun 22, 2018
Despite the digitization of business today, most organizations continue to rely on paper hard copies to get the job done. A great deal of printed information drives the fundamental workflow and success of nearly any business, especially in highimpact, high-touch areas like Marketing and Sales; Planning, Engineering and Design; and Human Resources. As a result, companies continue to look for ways to manage the ongoing cost, workflow and efficiency of using printed documents.
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Epson
Published By: Monetate     Published Date: Jun 15, 2018
Personalisation for retail customers has advanced well beyond segmentation to include real one-to-one connections made in real-time. not only are consumers expecting hyper-personalized 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 personalisation from the nuts and bolts of what it can do, through 5 levels of implementation that businesses can use to benchmark their path to increased revenue. In the guide you’ll learn: • The latest advancements in personalisation technology and what companies can expect to gain with implementation. • Four myths about personalisation that may be holding your company back. • Tips for getting started and 5 benchmarking levels to help you create a personalisation roadmap for your company. • Eight questions to ask when shopping for a personalisation partner that will help you ensure you are getting the right tools a
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Monetate
Published By: Genesys     Published Date: Jun 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
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routing, customer experience, transitions, self-service
    
Genesys
Published By: Genesys     Published Date: Jun 13, 2018
Artificial Intelligence (AI) is staggering in its speed of handling simple requests and automating conversations. But AI solutions are not enough for the best customer experiences. Human emotions sometimes demand the human touch that only live agents can provide. Kate, Customer Experience AI by Genesys, combined with the power of human touch can improve customer experience, empower employees and dramatically reduce costs. This seamless combination of AI technology and humans, or “Blended AI by Genesys,” addresses the entire customer journey for the best possible outcomes. Download the eBook and learn how Kate and Blended AI lets you: • Personalize self-service • Connect customer conversations • Create smart agent experiences • Start small and deploy fast with MicroApps
Tags : 
artificial intelligence, human touch, customer conversations, customer service, reduce costs
    
Genesys
Published By: Genesys     Published Date: Jun 13, 2018
Artificial intelligence (AI) can’t replicate the human touch, but it can ease your agents’ burden by handling many simple, repetitive requests. A new Forrester Consulting paper offers a look at the strengths and weaknesses of both AI and humans independently, yet how blending them together can give your customers the seamless end-to-end experience they expect. See how enterprises around the world use AI to improve customer service and uncover new revenue streams, the challenges they overcame, and why a blended solution with live agents makes sense. Download the paper to learn three key recommendations on using AI to improve agent productivity, agent satisfaction, and customer satisfaction.
Tags : 
artificial intelligence, customer service, agent productivity, recommendations
    
Genesys
Published By: Genesys     Published Date: Jun 13, 2018
In today’s digital world, the messaging and texting that have become a prominent part of most people’s lives are a form of asynchronous messaging. These are a simple, convenient method of communication for people on the go, with varied time in response based upon intrigue and urgency. Asynchronous messaging has become so ingrained in consumers’ lives, an expectation has evolved that businesses should be able resolve issues just as quickly and easily, and on the customer’s timetable. To keep up with consumer expectations and offer differentiated customer experiences, there is a strong case for implementing capabilities where messages can be fielded by bots using artificial intelligence, with a human touch through skilled representatives, or a combination of both within the same conversation, without losing context. Download this white paper to learn about: • 6 benefits to asynchronous messaging in B2C customer experience and operations • Incorporating asynchronous messaging into your u
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customer service, operations, asynchronous, messaging, customer expectations
    
Genesys
Published By: HP Inc.     Published Date: Jun 13, 2018
Custom dollmaker LookReal wants to break the grip that mass manufacturers hold on the toy industry. Learn how the Spanish company is using HP Multi Jet Fusion 3D printing technology to make personalized dolls at a competitive price point, and aspires to reach a global audience with a new approach to production. Read the case study
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HP Inc.
Published By: OC Tanner     Published Date: Jun 12, 2018
Employee recognition is more than an HR program—it has a profound impact on an organization’s workplaceculture and bottom line. Employee recognition has a strong influence on an organization’s workplace culture. Research on 10,000 employees in 12 countries shows that organizations who have a great culture are: • 54% more likely to have employees that are Promoters on the standard NPS scale • 53% more likely to have highly engaged employees • 29% more likely to have employees innovating and performing great work • 27% more likely to have increased in revenuelast year • 25% more likely to have growth in team size in the last year1 By creating a great workplace culture employees want to engage with, you’ll see an improvement in business results. Employee recognition touches every aspect of your company culture and your employee experience—from recruiting, to engagement, productivity, innovation, and retention.
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OC Tanner
Published By: SAS     Published Date: Jun 11, 2018
Electric vehicle technology touches all areas of the utility business, including IT, forecasters and grid operations. The growth of IoT-connected devices, both in the utility-owned grid and customer-owned smart energy apps, makes this a rich field for innovation. But what analytics infrastructure is needed in order to manage the future demand coming from EVs? And what opportunities and risks do EVs present? This white paper from Navigant Research, sponsored by SAS and Intel, explores the analytics infrastructure that utilities need to prepare for and benefit from the growth of EVs.
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SAS
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