customer experience

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Published By: IBM APAC     Published Date: Jul 09, 2017
This document outlines how Best-in-Class firms use efficient content processes to achieve higher levels of customer centricity.
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customer, ecm, enterprise content management, customer experience
    
IBM APAC
Published By: Entrust Datacard     Published Date: Jun 09, 2017
How are you balancing strong security and the customer experience? The European Unions General Data Protection Regulation (GDPR) requirement is an opportunity to properly balance privacy and the user experience. Those who embrace it will distinguish themselves as a trustworthy and respectful custodian of their users data. Personal data plays an increasingly important part in providing the kind of appealing experience that brings users back time and time again. But, theres a balance to be struck. Strong security is the best tool available for navigating the dichotomy between an appealing user experience and the risk posed by data breach; it allows the collection and management of personal data in line with the users expectations, and without jeopardizing the trust that is so important between them and you.
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Entrust Datacard
Published By: RedPoint Global     Published Date: May 11, 2017
Practical perspectives on leveraging data to grow sales, cut costs, up-sell more effectively and make better decisions. Marketers overwhelmingly agree they have access to more than enough data. The problem is finding actionable ways to utilize data that is collected across all customer interaction points to better engage with customer and increase lifetime customer value. This white paper explores the relevance of big data for marketers: what they need to know and the steps they should take today to embrace data and analytics to position their organizations for success today.
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customer retention, customer experience, real-time personalization, customer insights
    
RedPoint Global
Published By: RedPoint Global     Published Date: May 11, 2017
Marketing organizations are often limited in their ability to progress marketing tactics from single channel to cross-channel and real-time customer engagement. While marketing organizations might have a robust customer engagement strategy in place, often times there is a gap between their strategy and their ability to execute, with the right personalization and context that customers prefer. Over 62 percent of customers are always-on and readily addressable, but marketers arent implementing the right strategies to reach them. This eBook discusses data-driven marketing tactics that can help marketers mind the gap bridging customer strategy and ability to execute, with the right personalization and context that customers prefer.
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customer engagement, customer data, customer data platform, data quality, customer data management, customer experience, data-driven marketing
    
RedPoint Global
Published By: Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017     Published Date: Jul 11, 2017
What this case study reveals is that, with the right leadership, it is possible to turn a company around and make it far more responsive and relevant to its customers, and as a result deliver growth and profits. The upshot of D+M's cultural and business transformation has been a return to growth and profitability. The entire enterprise has played its part, which is why the annual Chairman's Award has recognized individuals who have lived the winning cultural values and achieved excellence in performance. Winners have included factory workers and services people. The firm also continues to innovate with HEOS WMS capabilities extending to the other brands. Customer experience continues to be an area of deep cross-functional focus, and feedback from customers provides a clear indication that the customer experience throughout their buying and ownership journeys is rated highly.
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visionary leadership, adaptive enterprise architecture, simplified processes, continuous innovation, rewarding pervasive cx, acute sensing capabilities, collaborative
    
Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017
Published By: Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017     Published Date: Jul 18, 2017
By creating a connected field service ecosystem, organizations can increase their response time, reduce mean time-to-resolution and eventually, power a more predictive service model. This will enable a new level of field service productivity and cost-savings from increased efficiencies. Organizations will also be able to provide exceptional customer experiences consistently. Customer disruption and asset downtime will be minimized, and organizations will be able to empower their field service resources with insight into the issue before they arrive at the customer site. All thanks to a unified field service and IoT strategy.
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internet of things, iot, daily activity, industry innovation, field service, organization management, device efficiency, telecommunications
    
Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017
Published By: Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017     Published Date: Jul 18, 2017
By investing in your customer experience teams, next-generation approach, and customers, you empower the modern customer across all touch points and create remarkable experiences. Oracle has the most complete set of customer experience cloud applications to help you meet change, achieve growth, and drive customer loyalty.
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service, commerce, cpq, cloud, sales, social, marketing
    
Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017
Published By: Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017     Published Date: Jul 18, 2017
If youre looking to improve sales performance, optimize ecommerce, implement marketing automation, expand social media, deliver better customer service, or utilize accurate Configure-Price-Quote (CPQ) its all Oracle. And, the icing on the cake? All of these solutions are integrated, but modular. We offer a breadth of solutions that you can not only buy individually, but can also easily integrate with existing or additional solutions as your business needs grow. Adapt your customer experience strategy to new technology in Forrester's navigate the future of CRM in 2017 Report.
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mobile, artificial intelligence, chatbots, internet of things, integrated suite, cloud solutions
    
Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017
Published By: Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017     Published Date: Jul 18, 2017
The past five years have marked the beginning of the Age of the Customer, in which technology and economic forces have put customers in control of their interactions with businesses. These businesses, hoping to understand and serve customers in a global and digital economy, are almost universally undergoing digital transformation, which involves realigning and investing in new technology and business models with a specific focus on the customer experience.
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online customer experience, cross channel, call center agent, improving mobile, store/branch, phone service, social computing
    
Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017
Published By: Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017     Published Date: Jul 18, 2017
Mobile is undoubtedly changing both our personal and professional lives. Customer service organizations should decide on a strategy to bridge the gap between mobile behavior and customer service. This requires a strategic review of value drivers, combined with a tactical search for relevant use cases. Dont fall in the we need an app for everything trap some users need big screens, some users dont. Some need a rich experience, others just need basic functions. Your strategy must take all of these dynamics into consideration.
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data search, mobile devices, customer service, organization optimization, employee expectations, opportunities, global oracle data centers, data center traffic
    
Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017
Published By: Namogoo     Published Date: Jul 11, 2017
This report helps e-commerce companies understand the scale and scope of the Online Journey Hijacking phenomenon, where your customers online journey is disrupted, and your revenue is impacted, by third-party product ads cause by client-side Digital Malware.
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ecommerce optimization, conversion rate optimization, ecommerce, online customer journey, online journey hijacking, digital malware, ad injections
    
Namogoo
Published By: Workday     Published Date: Jul 19, 2017
MGM Resorts International made its reputation, quite simply, by being the best. Bellagio, Luxor, and Mandalay Bay in Las Vegas are among its properties, and the company is rapidly building its premium brand in the United States and worldwide. Its commitment to the highest quality guest experience is legendary in the industry. Realizing that engaged and motivated employees are the key to providing that customer experience, MGM Resorts looked for the best partner to help make that possible. And they found Workday.
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absence management, benefits administration, compensation management, performance management, payroll, employee engagement, guest service
    
Workday
Published By: IBM     Published Date: Apr 21, 2017
Technology has always enabled companies to reinvent how they engage with customers. But now we are seeing a profound shift the convergence of physical and digital customer interactions which is fundamentally changing how customers will interact and transact with brands and businesses everywhere. To better understand these dynamics, the IBV is conducting a Customer Experience (CX) study, published as a series, with multiple reports organized by topic.
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customer experience, branding, customer interaction, technological influence, customer engagement
    
IBM
Published By: Comcast     Published Date: Jul 10, 2017
The financial services industry is increasingly at a crossroads. Faced with mounting pressure from external forces, such a competition from FinTech companies and a more demanding client base, banks and financial services firms are working to become more customer-centric in their approach to business. However, the need to keep sensitive customer and business information secure and ensure compliance with government regulations can stymie those efforts. The proprietary hardware so prevalent in traditional networks cant provide what financial institutions need; a growing number, therefore, are turning to software-defined networking (SDN).
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financial services, sdn, increase efficiency, reducing complexity, next-generation technologies, financial benefits, security control, lower costs
    
Comcast
Published By: Datastax     Published Date: May 15, 2017
Every decision youve ever made, in every set of circumstances, has led you to this moment. Its why youre looking for the latest insight into how to improve the experience of every moment you have with your customers. You want to make each customer interaction a defining moment. Read this eBook to see how various organizations are meeting these challenges.
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datastax, customer experience, customer loyalty, convenient shopping, fast delivery
    
Datastax
Published By: Datastax     Published Date: May 15, 2017
Customer experience might be a relatively new term, but the concept goes back millennia. In Ancient Greece, the retailers relationship with the customer was deep and personal, and thats because the seller knew almost every customer extremely well. What happened? Mass distribution and mass marketing, for one. But now, thanks to technology, we are returning to being able to form a deep, personal relationship with the customer. Read this eBook to learn about the retailers journey from knowing the customer to depersonalization to using powerful technology to go back to the types of vendor-buyer relationships that existed thousands of years ago.
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datastax, customer experience, buying initiatives
    
Datastax
Published By: Datastax     Published Date: May 15, 2017
The customer is no longer king shes ruler, dictator, and autocrat. Whats clear is that the old paradigm of customer service is out and the new paradigm of customer experience is in. But companies are being too slow to capitalize on technology to improve customer experience. Read this new commissioned thought leadership paper conducted by Forrester Consulting on behalf of DataStax to learn why real-time data should be driving your customer experience decisions, why customer obsession is an imperative for success, why most companies are still missing the mark with CX, and six key recommendations to get your CX engine running.
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datastax, customer experience, digital, buying initiatives
    
Datastax
Published By: FICO     Published Date: Jun 15, 2017
Using FICO solutions, BMW improved their customer experience and increased retention by implementing an analytically-driven, automated digital-lifecycle marketing and communications platform. This solution uses a multi-channel customer engagement approach to streamline and improve conversion across the customer lifecycle.
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FICO
Published By: Adobe     Published Date: Jun 16, 2017
Find out how companies that embed design thinking in digital CX strategy achieve tangible business benefits. Download this paper now.
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creative, customer experience, digital strategy, digital transformation, customer experience management
    
Adobe
Published By: Marketo     Published Date: May 18, 2017
Across industries, marketing increasingly plays a critical role in company growth. After all, the top expectation of CEOs polled by Gartner, in the 2014 Gartner Executive Summary for CMO Leadership, Accountability, and Credibility within the C-suite, is that the CMO would not only improve, but also own the customer experience by 2016. Combine this with the fact that digital is quickly becoming the de facto medium for customer interactions, and its easy to see why its essential that CMOs build an effective, efficient, and scalable marketing technology (aka MarTech) stack. Today, according to Forresters 2015 research, Dont Let Muddled Messaging Compromise Customer Experience, as much as 90% of a buyers journey is self directed. Your buyers have moved online and many of them (likely a majority of them) prefer to be reached through digital channels.
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integrate, social lead tool, slide share, webinar platform, lead capture, web forms, delivery assurance, event automation
    
Marketo
Published By: Velaro     Published Date: May 06, 2014
Did you know that those who respond to a proactive online chat invitation are 6 times more likely to buy than the average website visitor? Download this paper for practical advice on using proactive chat to increase sales online sales and customer satisfaction.
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live chat, live chat software, proactive live chat, online sales conversions, ecommerce, online customer experience, customer support productivity, online sales
    
Velaro
Published By: Sitecore     Published Date: Nov 04, 2009
This report highlights the strategic value of a next generation web content management system integrated with lead scoring, email marketing, customer relationship management, and web analytics. The report links the technology and practices of Best-in-Class organizations to engage customers, provide personalized experiences and manage the lead lifecycle.
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sitecore, aberdeen, lifecycle management, web content management, analytics, crm, emarketing, email marketing
    
Sitecore
Published By: Sitecore     Published Date: Jul 08, 2009
This whitepaper discusses the need to target outcomes and focus on building a complete, 360-degree view of your customers -- who they are, where they came from, what they do, and how you can best meet their needs.
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sitecore, customer experience, lifecycle management, web content management, analytics, crm, emarketing, email marketing
    
Sitecore
Published By: SAS     Published Date: Apr 25, 2017
This white paper, sponsored by SAS, examines the interplay between the challenges and opportunities afforded by the growing breadth of digital channels offered by financial institutions. Mobile wallets, real-time peer-to-peer (P2P), and digital account opening all require the right mix of security solutions, background analytics, and personnel to balance positive customer experience with robust fraud protection. JAVELIN independently produced this whitepaper and maintains complete independence in its data collection, findings, and analysis.
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SAS
Published By: SAS     Published Date: Apr 25, 2017
For traditional banks, competing in an increasingly digital business environment is a challenge. And its getting tougher on several fronts. First, todays digitally oriented customers expect banks to provide an ever-higher quality experience defined by speed and the flexibility to conduct business across many channels. Theyve grown accustomed to going online and transferring money between accounts, for example, and using their mobile device to make payments and check their account balance. These kinds of experiences have raised the bar in terms of customer expectations and banks need to keep up, or risk losing customers. This is particularly true of millennial customers, as they have little regard for loyalty, which banks have traditionally relied on to build their business. Once frustrated by inconvenience, they dont hesitate to switch banks and thanks to the internet, this is now a fast, painless process.
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SAS
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