Voice of the customer (VOC) is a market research technique defined as the process of capturing a customer's expectations, preferences and aversions. Ideally, Voice of the Customer analysis produces a detailed set of customer wants and needs that is prioritized by company objectives or strategic goals. What has changed significantly is the volume and number of data sources and channels, inclusive of mobile device, kiosk, POS and tablet that are able to feed into the analysis of contextual VOC information via enabling VOC software, services and technologies.
This American Banker webcast, sponsored by IBM, provides new insight into cybercrime and fraud prevention.
Financial institutions have invested heavily in fraud prevention technologies and programs. However, sophisticated organized crime syndicates continue to successfully attack financial institutions and their customers. These criminals adapt quickly by using advanced technology and with ever changing attack vectors to exploit information security and fraud protection gaps across payment types, banking channels, and organizational boundaries. Traditional fraud prevention technologies are simply not capable of detecting and preventing account takeover and advanced malware attacks. A new approach to counter fraud is needed.
For years, organizations have recognized that a better understanding of customers can translate to more sales, increased customer satisfaction and reduced customer churn. Initiatives focused on a 360-degree view of the customer have gone a long way toward providing those benefits by synthesizing customer profiles, sales history and other structured data from multiple sources across the enterprise.
But today, customer-centric organizations are discovering that there is more opportunity for growth when they enhance that 360-degree view with information from more sources, both within and beyond the enterprise (see Figure 1). Information in email messages, unstructured documents and social media sentiments—previously beyond reach—is now extending the 360-degree view.
Smart organizations are consistently looking for ways to determine just how effective and capable candidates can be in the workplace. Sure, these candidates have said they can solve this algorithm or resolve that customer problem, but how do they stack up with internal success standards? That's why pre-hire assessments are valuable - they provide extensive insights into candidates' skill sets, pain points, ideal working environments, and more. Such information can then be used to make more informed hiring decisions that can be a game changer for the future success of any company.
Thanks to numerous, headline-making incidents in recent years,
cybercrime has risen toward the top of the concern list for many
organizations—and the customers with whom they do business.
You’ve heard many of the stories. Major health insurers, such as
Anthem, Premera BlueCross and CareFirst had personal information
for millions of their customers stolen. Sony Pictures experienced
a breach that not only embarrassed employees and adversely
impacted the release of the high-profile film, “The Interview,” but
also damaged systems and applications—making it extremely
difficult for the company to conduct business. The list goes on.
Some you maybe haven’t heard, like the one about CodeSpaces, a
provider of version management services to developers. When
attackers were able to gain access to its cloud-based management
consoles, they deleted the company’s entire infrastructure and
backups—ultimately forcing CodeSpaces out of business.
The bad news for organizations like yours is, thanks to the
Published By: Zendesk
Published Date: Jun 26, 2018
In the global market for customer service software, Zendesk is once again recognized as a leader in the 2018 Gartner Magic Quadrant for the CRM Customer Engagement Center.
Every year, Gartner conducts a thorough analysis of service providers in the customer service and support application space. We believe the Gartner Magic Quadrant for the CRM Customer Engagement Center report provides valuable information for business leaders who seek technology solutions for interacting and engaging with their customers.
Zendesk can again be found in the 2018 report’s Leader quadrant, which we consider a reflection of the success of our 125,000 customers, including enterprise clients like Airbnb, Tesco, and the University of Tennessee. The past year alone has included a number of significant milestones for us, including the release of AI-enhanced features for self-service and surpassing $500 million run rate in revenue. As our customer base continues to grow, we strive to be a dynamic vendor for bus
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.
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Businesses need to plan for unforeseen events that can disrupt productivity, impair the customer experience, and possibly even threaten a business’s existence. A disruption every business needs to plan for is any event that destroys valuable data, inhibits access to data, or causes downtime of core applications.
Consider the staggering amount of information your company stores electronically. What if an unforeseen event destroyed all financial records, client contacts, and application data? You wouldn’t be able to send customers accurate invoices. Your marketing efforts might be undermined. You would lack key metrics for measuring quality, profitability, and more. The losses could be staggering.
In every aspect of life, it’s smart to plan for unexpected events. That’s especially true for two plans every business must have: a disaster recovery plan and a business continuity plan.
To make informed decisions and serve customers, your employees need the right tools and access to key information, in the right context. But, when business-critical information is scattered across multiple off-the-shelf and custom-coded applications, your workers are less efficient and your customers’ experiences suffer.
When it comes to your enterprise application strategy, are you thinking beyond build-versus-buy? Download this Forrester Consulting thought leadership paper to learn how Low-code rapid application development platforms offer a faster, easier alternative that empowers your IT organization, your employees and your customers.
This study was conducted with independent global research firm Wakefield Research between November 24 through December 14th, 2015. The data was based on an online study of 20 content questions, plus screeners and demographics of 2704 respondents, in 8 markets: US, China, Australia, Japan, India, UK, Germany, and France. All respondents were restricted to the following industries: service provider organizations, healthcare, retail, and financial services. In this case, the definition of service provider includes companies offering web content services, cable, internet service providers, or telecom.
Juniper Networks challenges the status quo with products, solutions and services that transform the economics of networking. Our team co-innovates with customers and partners to deliver automated, scalable and secure networks with agility, performance and value.
Visit www.juniper.net for more information.
Published By: HP Inc.
Published Date: Aug 30, 2018
At HP, we know that in retail and hospitality environments, customers expect a fast and simple way to find information or to complete a transaction. The physical point-of-sale experience must rise to meet the demands of retailers through high aesthetic value and peak performance.
From an elegant hotel to a small boutique, a quick-service restaurant to an outdoor garden center—all of these locations require a point-of-sale device that meets specific needs while appealing to any user.
My team at HP sought to elevate this experience by redefining the customer experience through a versatile, reliable, and beautiful point-of-sale system. For the new HP ElitePOS, we gained insights from everywhere—designers, technologists, retailers, and consumers—to create a product that is beautifully simple. It started as a sketch on a napkin, and is now part of an iconic portfolio that dissolves barriers during point-of-sale customer interactions.
A customer may store heavy file boxes in one of its warehouses, but Fireproof Records Center spends a lot of time strategizing about the paperless office. Based in Grove City, Ohio, the company helps businesses in central Ohio manage information more efficiently, offering a suite of cloud document management and scanning tools, including the easy-to-use Epson WorkForce® color document scanner.
GDPR compliance can be achieved through a combination of people, processes and technology. This document has described solutions that can help organizations with their GDPR journey. But you can extend that protection and strengthen security controls even further via strong and risk authentication or workload automation for the processing automation of personal data helping you comply with GDPR as well as similar mandates. Regulations tend to set the minimum standards to be required, but in the application economy, open enterprises must ensure due diligence to protect one of the most important and critical assets: private customer information.
Published By: Cylance
Published Date: Jul 02, 2018
Forrester Consulting was commissioned to conduct a Total Economic Impact™ (TEI) study to examine the potential return on investment (ROI) enterprises may realize by deploying Cylance's advanced threat protection solution, CylancePROTECT®, and its deployment and configuration services, ThreatZero™. The study aims to provide readers with a framework to evaluate the potential financial impact of CylancePROTECT and ThreatZero on their organizations, which will improve customer success with advanced cybersecurity and antivirus protection solutions. To better understand the benefits, costs, and risks associated with an investment in Cylance, Forrester interviewed the Chief Information Security Officer for a Large State County Government, who has used the solutions for over a year. Cylance provides a new-generation, predictive, cybersecurity, and malware prevention solution that leverages artificial intelligence to prevent malware from executing on endpoints in real time. This is usually implemented with ThreatZero, which is a continuous professional service program rendered by Cylance for users of CylancePROTECT. ThreatZero guides through the planning, implementation, integration, and ongoing optimization of the solution. This often includes end user education, training, and support to totally eliminate endpoint threats and incidents. With CylancePROTECT and ThreatZero, the organization was able to reduce security breaches to almost zero, catching malware before it ever gained access to public records. Relative to their previous endpoint protection, this significantly reduced costs from remediation/reimaging and incidence response. Additionally, IT and security employees’ productivity were boosted. Read more in the full TEI report.
Published By: Infosys
Published Date: Jan 02, 2019
Challenge: An air purifier manufacturer needed to remind customers to periodically change filters to maintain product efficiency and deliver consistent customer experience.
Solution: We helped them develop a Bluetooth enabled ‘smart’ air filter, where an embedded sensor measured the effectiveness of the filter and relayed that information to an iOS or Android app. Users were alerted when filters needed replacing, and given the opportunity to buy directly through online retailers and also to subscribe to the Amazon Device Replenishment Service.
• Increased revenue through replacement filter sales
• Expected to touch 50,000 users in the first year
• Integrated with Amazon Alexa for seamless digital experience
• Powerful product differentiation in a crowded market
IBM® InfoSphere® Big Match for Hadoop helps you analyze massive volumes of structured and unstructured customer data to gain deeper customer insights. It can enable fast, efficient linking of data from multiple sources to provide complete and accurate customer information—without the risks of moving data from source to source. The solution supports platforms running Apache Hadoop such as IBM Open Platform, IBM BigInsights, Hortonworks and Cloudera.
As organizations develop next-generation applications for the digital era, many are using cognitive computing ushered in by IBM Watson® technology. Cognitive applications can learn and react to customer preferences, and then use that information to support capabilities such as confidence-weighted outcomes with data transparency, systematic learning and natural language processing.
Today’s tech savvy consumers are continually driving organizations to deliver a modernized shopping experience. To achieve this, retailers are pushing the edge on developing non-traditional ways in delivering sales messages. One of the best ways to engage shoppers with an in-store digital presence is through modern adaptive signages.
Modern signages enable two-way interaction between customers and businesses, tapping onto cutting-edge technologies such as sensors and analytics to respond to customer behavior—helping retailers customize content on the fly.
Find out how Giada Technology leveraged on Intel® processors to power up their cloud terminals to pre-process signage, sensor, and mobile data to efficiently exchange information with the cloud. Retailers are better positioned to present contextual promotions to the shoppers, delivering benefits of lesser wait-time and increased customer satisfaction.
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