customer interactions

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Published By: Interactions     Published Date: Oct 29, 2019
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.
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Interactions
Published By: Oracle     Published Date: Sep 05, 2019
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.
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Oracle
Published By: Oracle     Published Date: Sep 30, 2019
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.
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Oracle
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.
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Rackspace
Published By: ttec     Published Date: Jul 24, 2019
By the time most customers reach a human employee with a question, chances are they have already researched online or tried to self-serve. This means employee transformation is required to develop more sophisticated employees in the age of automation to solve more advanced customer issues. Because front-line jobs are becoming more complex, employees need to be tactical, technical, and ready to emotionally handle these new types of interactions. Recently, Lamont Exeter, head of Learning & Development at TTEC Digital, teamed up with Tim Duranleau of SAP Litmos in a webinar to discuss ways that companies can combine learning and technology to create more sophisticated employees. Below are some key highlights from the discussion.
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ttec
Published By: Marketo     Published Date: Sep 03, 2019
Across all industries, marketing increasingly plays a critical role in company growth. It is the marketer’s responsibility to help their organization retain, nurture, and increase their customer base—not an easy task. Having the right technology and skill set is essential to provide measurable ROI and deliver on the bottom line. Everything starts with the customer, and the tech needed to assist them on their buyer journey. By harnessing a well-considered MarTech stack, marketers can bring order to the overwhelming volumes of data they collect from online and offline interactions with prospective and existing customers. Better yet, this technology enables you to make those insights actionable, meaning you can make informed decisions. Download this ebook for eight practical steps your organization can take to put together a high-performance MarTech stack.
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Marketo
Published By: Zendesk     Published Date: May 21, 2018
Customers are more technically savvy than everand have come to prefer the DIY approach to solving their issues and answering their own questions. Years of research by ICMI has confirmed that customers prefer to resolve issues themselves and within their channels of choice. Furthermore, customers onlyseek direct interactions when they unsuccessfully exhaust their self-service options. This is backed up by data from American Express, which found that 48% of consumers prefer to speak with a customer service rep when dealing with complex issues, but only16% prefer the same contact for simple issues. The goal of this paper is simple: We want to help you build an all-in-one knowledge base, community, and customer portal. All of which can be accomplished with a help center like Zendesk Guide.
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Zendesk
Published By: SAP     Published Date: May 18, 2014
Leading companies and technology providers are rethinking the fundamental model of analytics, and the contours of a new paradigm are emerging. The new generation of analytics goes beyond Big Data (information that is too large and complex to manipulate without robust software), and the traditional narrow approach of analytics which was restricted to analysing customer and financial data collected from their interactions on social media. Today companies are embracing the social revolution, using real-time technologies to unlock deep insights about customers and others and enable better-informed decisions and richer collaboration in real-time.
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sap, big data, real time data, in memory technology, data warehousing, analytics, big data analytics, data management
    
SAP
Published By: Zendesk     Published Date: Jun 29, 2018
Customers are more technically savvy than ever and have come to prefer the DIY approach to solving their issues and answering their own questions. Years of research by ICMI has confirmed that customers prefer to resolve issues themselves and within their channels of choice. Furthermore, customers only seek direct interactions when they unsuccessfully exhaust their self-service options. This is backed up by data from American Express, which found that 48% of consumers prefer to speak with a customer service rep when dealing with complex issues, but only 16% prefer the same contact for simple issues. The goal of this paper is simple: We want to help you build an all-in-one knowledge base, community, and customer portal. All of which can be accomplished with a help center like Zendesk Guide.
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Zendesk
Published By: Avaya     Published Date: Jun 15, 2016
"Differentiate your organization through customer engagement Improving customer experiences has replaced operational efficiency gains as the top objective in customer care executives’ agendas. This Aberdeen report details how “best-in-class” firms are achieving greater customer retention and annual growth as a result. Discover more in the report now >"
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networking, crm, software
    
Avaya
Published By: SAS     Published Date: Jan 17, 2018
Consider the many ways that a customer encounters your brand – organic results on a search engine, display media campaigns, social media links, re-targeting on external sites, etc. One thing is certain – consumer journeys are far from linear. They can occur across multiple platforms, devices and browsers. The problem is that organizations are often constrained to channel-limiting decisions regarding their media investment allocations. Marketing attribution helps you analyze the impact and business value of company-generated marketing interactions to help make the best marketing investment decisions. The challenge is to interpret the massive volumes of customer data that continues to expand day by day.
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SAS
Published By: SAS     Published Date: Jan 17, 2018
The digital marketplace presents new challenges for marketers, yet provides the perfect canvas for creating personalized, relevant communications and developing deep relationships with customers based on ongoing interactions. This paper explores what customer “moments of truth” mean, and how understanding those moments of truth along the customer journey enables marketers to deliver the personalized, real-time responses that customers crave. You’ll also learn best practices on how customer experience optimization and digital marketing optimization can help marketers capitalize on moments of truth.
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SAS
Published By: Aria Systems     Published Date: Jun 15, 2016
"Differentiate your organization through customer engagement Improving customer experiences has replaced operational efficiency gains as the top objective in customer care executives’ agendas. This Aberdeen report details how “best-in-class” firms are achieving greater customer retention and annual growth as a result. Discover more in the report now >"
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Aria Systems
Published By: Oracle     Published Date: Feb 24, 2015
Data is the fuel of all marketing activities. Customers and prospective buyers are savvy, empowered, and carry high expectations for personalization across all interactions. Without the right data—at the right time—as well as the most effective strategies in place to manage our data sources, our communications and offers are dead on arrival. A one-size-fits-all approach to marketing is not a sound tactic—it’s a marketing fruitcake that no one wants to receive. It’s time to get down with data to delight your audience and provide them with the personal experiences they deserve. Read the marketing essentials guide now.
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Oracle
Published By: Pega     Published Date: May 25, 2016
Customer insights professionals face the challenging task of delivering contextually relevant experiences across the customer life cycle. They need to work with their business technology counterparts to integrate enterprise marketing technologies that manage customer data, provide real-time analytics and insights, and automate cross-channel interactions. Here is where Real-Time Interaction Management (RTIM) is critical, according to The Forrester Wave™: Real-Time Interaction Management, Q3 2015 report, which identified the 11 most significant technology providers in this space across 35 criteria. Forrester defines RTIM as “Enterprise marketing technology that delivers contextually relevant experiences, value, and utility at the appropriate moment in the customer life cycle via preferred customer touchpoints,” and identifies Pegasystems as one a leader in this very diversified pack. Download this Forrester Wave report to
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interaction management, business technology, enterprise, forrester, best practices, pegasystems
    
Pega
Published By: DataStax     Published Date: Mar 10, 2017
Banks are at an inflection point. According to a recent research by Viacom, 1 in every 3 U.S. consumers are open to switching banks in the next 90 days. Financial services companies need to break through the competition to gain customer trust and loyalty. Building a 360° view of the customer can help banks grow customer retention and loyalty, upsell high margin products and provide compelling interactions. However, this is no easy task as complexity increases when retail banks engage their customers across multiple channels and financial products. Gaining visibility into every customer interaction, across your business silos, and with every engagement channel is critical to making the right decisions to deliver amazing customer experiences. This white paper examines the challenges Financial Services Institutions (FSIs) face when building a 360° view of the customer to transform their customer experience and how to overcome them.
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DataStax
Published By: IBM APAC     Published Date: Nov 22, 2017
Using IBM Watson’s cognitive capabilities, companies can quickly differentiate their customer service quality by being more pro active and responsive to customer needs. Simply put, chatbots and virtual agents are the future of customer interactions. Building apps from scratch that incorporate natural language processing, speech to text recognition, visual recognition, analytics, and artificial intelligence requires broad expertise in these disciplines, large staffs, and a huge financial commitment. Making use of IBM Watson cognitive services brings these capabilities in-house quickly and without the capital investment that would be needed to develop the technologies within an organization.
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decision making, deeper data, insights, cognitive, analytics, ibm, watson, virtual agents
    
IBM APAC
Published By: Zendesk Ltd     Published Date: Sep 11, 2018
Customers have caught on that support interactions are getting better. When they reach out, they’ve come to expect an instant response that says “we’re here for you”. When they want information, it’s expected to be accurate, up-to-date, and easily accessible. Essentially, they come to expect efficiency during support interactions. As a result, businesses are becoming more cognizant of their self- service offerings. Customers want to be left feeling empowered; it’s even better when they can do so on their own. Self-service saves time for agents, cuts down on organizational costs, and leaves the customer with a positive outlook of a brand. This eBook delves into how AI can enhance your customer self-service offerings with automatically-generated knowledge bases, content cues for your service agents, and chatbots.
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customer service, customer experience, artificial intelligence, chatbots, self-service
    
Zendesk Ltd
Published By: Zendesk Ltd     Published Date: Sep 11, 2018
As companies increasingly look to provide a better experience for customers, offering support across multiple channels is becoming more popular than ever. According to the Aberdeen Group, companies doubled the number of channels they use to interact with customers between 2012 and 2017. But there’s a difference between providing support on a few channels and delivering a truly integrated omnichannel solution. Using the Zendesk Benchmark, our crowd-sourced index of customer service interactions from 45,000 participating organizations across 140 countries, we examined why companies are going omnichannel and what sets the companies using Zendesk for omnichannel support apart from everyone else.
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Zendesk Ltd
Published By: Infor     Published Date: Jan 03, 2011
Taking full advantage of each customer interaction has become a strategic imperative. And customer-oriented companies in a wide range of industries must focus on developing a contact center that drives effective, consistent customer interactions and builds long-term customer loyalty. In this white paper, learn how leading organizations empower the contact center.
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infor, customer interaction, contact center, customer loyalty, roi
    
Infor
Published By: Infor     Published Date: Jan 06, 2011
Taking full advantage of each customer interaction has become a strategic imperative. And customer-oriented companies in a wide range of industries must focus on developing a contact center that drives effective, consistent customer interactions and builds long-term customer loyalty. In this white paper, learn how leading organizations empower the contact center.
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infor, customer interaction, contact center, customer loyalty, roi
    
Infor
Published By: Adobe     Published Date: Nov 07, 2013
Aberdeen's Insights provide the analyst's perspective on the research as drawn from an aggregated view of research surveys, interviews, and data analysis.
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adobe, aberdeen group, analyst insight, technology tools, buying behavior, customer experience management, cem, buyer interactions
    
Adobe
Published By: Pega     Published Date: Jul 29, 2015
Customer insights professionals face the challenging task of delivering contextually relevant experiences across the customer life cycle. They need to work with their business technology counterparts to integrate enterprise marketing technologies that manage customer data, provide real-time analytics and insights, and automate cross-channel interactions. Here is where Real-Time Interaction Management (RTIM) is critical, according to The Forrester Wave™: Real-Time Interaction Management, Q3 2015 report, which identified the 11 most significant technology providers in this space across 35 criteria. Forrester defines RTIM as “Enterprise marketing technology that delivers contextually relevant experiences, value, and utility at the appropriate moment in the customer life cycle via preferred customer touchpoints,” and identifies Pegasystems as one a leader in this very diversified pack. Download this Forrester Wave report to discover how well each vendor fulfills Forrester’s criteria an
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Pega
Published By: Emarsys - APAC     Published Date: Jun 12, 2019
Omnichannel isn’t just another buzzword you can ignore. In fact, today’s most successful marketing strategies all take an omnichannel track that puts customers at the center of a diverse network of interactions and engagements. In this white paper, you’ll learn: • How email can serve as the foundation of your omnichannel strategy • How Artificial intelligence marketing (AIM) can make it possible to not only achieve true 1:1 personalization, but also scale it • How to apply a step-by-step roadmap to your brand’s pursuit of omnichannel excellence
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Emarsys - APAC
Published By: Cisco     Published Date: Oct 06, 2015
Read more to learn how Cisco’s Mobile Experience Business Offer can unleash the power of your network to better serve your customers with locations based analytics, real time interactions, and mobile experience development tools.
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cisco, mobile business, cisco mobile experience business, cmx, cisco wireless infrastructure, crm
    
Cisco
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