When building the ideal customer experience, it will be important to have cohesive, convenient, and productive customer interactions, no matter what stage of the customer journey. Technology will no doubt be at the forefront to integrate these qualities into every customer interaction at scale.
Therefore, when choosing a customer care technology like an Intelligent Virtual Assistant (IVA), it is important to not simply implement technology just for the sake of technology, but to make sure that it is enhancing the overall customer experience.
We all know that the customer experience is a big deal. By
2020, customer experience will overtake price and product
as the key differentiator. But due to the complicated nature of integrating a large-scale, customer-facing technology like an IVA, many companies don’t know where to start or how to ensure they are creating the best possible virtual assistant.
We’ve compiled some key technologies and features that should be top of mind when assessing internal expertise or selecting an external vendor.
Google commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential return on investment (ROI) enterprises may realize by deploying G Suite. The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of G Suite on their organizations.
Google G Suite offers a set of work applications that help organizations transform their businesses. To better understand the benefits, costs, and risks associated with this investment, Forrester interviewed eight enterprise customers with years of experience using G Suite.
Published By: SendBird
Published Date: Nov 14, 2019
Media brands are beginning to see that while their content generates excitement, all of their
audience engagement takes place on external platforms. As a result, companies such as Facebook
and Twitter control the audience’s experience — and reap the many benefits of hosting conversations
and interactions surrounding content they did not create.
For customers, this fragmented landscape creates a disjointed user experience because they’re
forced to constantly switch between applications and risk missing the action in the process. They
use one app to consume content, another app to discuss with friends, and yet another app to chat
with the broader community.
Published By: Experian
Published Date: Sep 26, 2019
"We are in an age of unprecedented opportunity, where ubiquitous data and new technologies are shaping the world and dramatically changing the way consumers interact with businesses like yours.
The rise of fintech companies is driving competition, e-commerce has raised the bar for digital experiences, fraud is at an all-time high, and there is pressure to grow your business. You need to meet these challenges head
on and do it in a way that can scale with the increasing volume — and value — of customers. All while meeting and exceeding customer expectations.
We believe rapid, sustainable growth can be fuelled by acquiring the right customers and delivering customer experiences that align with their expectations. To succeed you need a comprehensive, unified view into your customers and their needs. As a business leader, how do you achieve these objectives? What can you do to attract and acquire new customers? What tools do you need to quickly act on insights and to make consistent, relev
Published By: Corrigo
Published Date: Nov 01, 2019
Think about all the ways your life today is different than it was ten years ago. Think about how you
shop, how you get around, how you plan travel, and how you stay in touch. So many things that used to
be a hassle are now almost effortless.
If your life feels different, it’s because you’re living in a new era – what experts are calling the 4th
Industrial Revolution. You’ve probably heard some of the more catch-phrased components – big data,
artificial intelligence, deep analytics. Some of these still seem like science fiction, but they are very real,
very active, and crucial parts of what we at Corrigo call the Intelligence Economy.
In the Intelligence Economy, data is collected, crunched, and activated to solve problems and create
greater value for customers, partners, and employees. It’s the information, insights, and automations that
enhance experiences, predict needs, strengthen connections, and deliver the right info or action at the
right time, in the right way. And the Intellig
"Every kind of online interaction—website visits, API calls to mobile apps, and others—is being attacked by bots. Whether it's fraud, scraping, spam, DDoS, espionage, shilling, or simply altering your SEO ranking, bots are wreaking havoc on websites as well as mobile and business applications.
But that’s not all: they’re also messing with your business intelligence (BI). They can skew audience metrics, customer journeys and even ad buys, making business decisions questionable and costly. According to Forrester, ad fraud alone was set to exceed $3.3 billion in 2018.
Not all bots are bad. In fact, your business depends on them. Search engine bots, for example, give your web presence visibility and authority online. Other good bots help you deliver better customer experiences—perhaps a chatbot provides instant customer assistance on your site. What’s important is enabling the good bots and blocking the bad ones."
Published By: ServiceNow
Published Date: Oct 23, 2019
Forrester Consulting determined the Total Economic Impact™ of IT applications—and ServiceNow believes that the results were impressive. The study delivers a framework to evaluate the real world customer experience and economic impact of switching to ServiceNow. Download now.
Today’s customers want 24/7 access, mobile availability, quality, low prices, fast shipping, easy returns and instantaneous service. These expectations demand that every business function be customer-centric, including operations.
Read this report to find out:
• how to create customer-centric operations to deliver the customer experience
• the eight essential components of a connected, customer-centric enterprise
• why alignment between the COO and CIO is essential
• five key steps to start transforming operations to drive growth and create value.
In this guidebook, learn how modern retailers are using integrated hardware and software POS solutions to expand the range of their customer interactions. One thing is certain, hardware and software must work together to readily accommodate new consumer demands.
If people always knew what they wanted and asked for it, your job would be easy—and boring, which really isn’t your style.
But people—and customers—are complicated, and that’s a good thing. It means that every quirk, habit, bias, behavior, curiosity, experience, and demographic detail is a chance to optimize and catapult your customer experience to new heights. But first, you have to go beyond all the details you know about your customers to discover what they mean for your business. These “customer insights” make all the difference. And this guide is a crash-course in how to catch them, decode them, and put them to work.
The digital world produces data at an unprecedented scale and velocity. According to Gartner, by 2020 there will be more than 26 billion connected devices, producing exponentially more data. How can businesses understand and leverage this data so they can successfully adapt to changing customer expectations and business dynamics?
In the past, B2B transactions occurred in face-to-face meetings as a sales professional worked a product demo, business luncheon, or boardroom presentation to influence a customer – and close the deal. Today, however, B2B stakeholders perform much of their product and service research online. In fact, 93 percent of B2B buying starts with online searching, according to a Pinpoint Market Research study. This research occurs long before a customer engages with sales.
As your prospects research and evaluate your offerings, they leave behind valuable clues to their intent. Understanding these clues – cracking the code – can help you tailor your messages to them, thereby providing them a more tailored, relevant experience. As a result, business-savvy marketing and sales departments have embraced marketing automation platforms, so their respective teams can work together on one common platform, reach B2B customers online, and drive revenue.
Marketing automation platforms automate repetitive
Digital marketing. You hear it everywhere. As you and all your competitors know, it’s:
A marketing approach that leverages online channels like email, websites, social media, and display advertising to deliver content that influences opinions and sells products and services.
But to effectively execute a digital marketing strategy, you’ll need a marketing automation system that can follow a customer’s lead around the web and offer the best recommendations at the best times to deliver a more relevant "1-to-you" customer experience.
Let’s just get to the core of the issue: The customer experience (CX) is broken.
Legacy technology is way behind and it creates a distorted view of the customer. Though it provides behavioral, demographic, and preference data, most martech doesn’t link important data silos together to deliver the bold multichannel experience always-on customers want.
How can marketers stay competitive in a data-driven world with outdated technology behind their decision-making?
Simple. They can’t.
In order to course correct the customer experience, marketers need: • The ability to build a holistic customer view that incorporates preferences, behaviors, and personalization across multiple devices and channels • A way to manage B2B and B2C CX at every touchpoint
Can your technology do all this?
Let’s look into that.
Today’s consumers are demanding: They have become more unforgiving of a poor customer experience and expect interactions on their desktop and mobile devices to be responsive, intuitive, and easy-to-use. Marketers understand that delivering the most relevant experience is the key to gaining continued satisfaction and loyalty from their digital consumers.
The traditional payer business model is fast becoming obsolete. Blues organizations that cling to the status quo or business as usual risk jeopardizing their reputations and business, because people are more than patients.
Increasingly, employers are driving the growing demand for more solutions to engage customers. In response, healthcare incumbents and new entrants are building solutions to address rising costs and meet consumers’ demands for personalization, price transparency, access, and seamless, simple experiences.
Proactive engagement can help your members lead healthier lives while improving outcomes for payers and other players. With 5% of Americans consuming 50% of healthcare costs, identifying and engaging high-risk, high-cost customer segments is essential to sustainability.
Infrastructure efficiency and effectiveness directly support profit and growth as competition increases in the cloud and managed service provider (xSP) market. Savvy service providers understand that storage choices have a profound impact on not only their profit and growth, but also on their customer experience and retention. They also know that storage challenges in all those areas increase exponentially with scale. Infinidat storage platforms allow service providers to build and scale differentiated, profitable solutions without worrying about storage. Infinidat technology enables unprecedented efficiency, performance, and resiliency, while flexible business models make it easy for service providers to operationalize those platform advantages—including unique co-branding and promotional opportunities as part of the Powered by Infinidat program. Cloud providers worldwide trust their businesses to Infinidat storage. This paper explores a path for service providers to unlock greater sc
Published By: Kustomer
Published Date: Nov 04, 2019
To succeed in this new era of customer service, companies must figure out how to personalize the way they connect with customers. Find out why personalizing your support strategy is crucial for your business — and how to do it.
Published By: Rackspace
Published Date: Nov 06, 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 the first managed services partner for Google Cloud Platform, Rackspace can help you accelerate innovation and cost savings within your retail organisation. With over 2.5 million hours of experience managing over 8000+ ecommerce websites, let us look after the intensive day-to-day operations of the cloud, so that you can focus on achieving your core business objectives.
This paper explores:
• Customer Voices: a look at three customers experiences working and thriving with GCP cloud
• Shopping trends and forecasts for 2019
• What’s on offer with Rackspace and our Fanatical Experience™
Published By: IBM APAC
Published Date: Sep 30, 2019
Digital technology is changing the financial services industry rapidly with automated process, AI insights, customized experiences, new operating models and next generation applications. In such a scenario how should banks innovate and stay ahead of the game?
This e-book will provide you the best strategies and recommendations for modernizing your IT infrastructure and operations. You’ll learn how to lead disruption and manage rapid change for your bank, its operations and its customers.
Here are the five key takeaways:
• Personalize customer experiences by maximizing your data
• Borrow strategies from open banking and new business models
• Step up your security game
• Drive innovation from the inside out
• Design an agile infrastructure to support participation in new digital marketplaces
Find out more in the e-book.
Published By: Salesforce
Published Date: Nov 11, 2019
Learn how Mulesoft plus Salesforce drives sales.
Customers who use Salesforce plus Mulesoft to provide a connected sales experience see:
3x faster order provisioning
26% increase in sale productivity
66% faster delivery time
Download this white paper to get a closer look at how to connect CRM to your back office and drive sales.
TravelPass Group is a marketplace for independent and brand name hotels, wholesalers, and the world’s largest travel agencies. To better track their customer experience, they began to look at screen recording technologies and Quantum Metric was brought to Knudson’s attention. They have saved millions of dollars, finding solutions faster through the platform.