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Published By: ttec     Published Date: Oct 16, 2019
In an age of tech-savvy customers and self-service channels, do companies still need to invest in contact centre and staff to provide support? The answer is, yes. Consumers have been trained to find the information they need on their own online or with their mobile device. But when they do pick up to the phone and reach out to customer service, they expect representatives to solve what are often complex questions. They expect human interactions. This enormous shift in which customer service representatives are perceived as a last resort puts increased pressure on contact centre associates who already have the odds stacked against them. The staff must be trained to quickly handle issues that frequently require access to a wide variety of information, but a lack of investment means many associates are often unprepared and lack the right resources to help customers. To change the outcome, customer service representatives need the right training and tools to not only understand the issue,
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ttec
Published By: GoCardless     Published Date: Oct 16, 2019
Die Strong Customer Authentication wird einen groen Einfluss auf Abonnement-Unternehmen haben, die Online-Zahlungen mit Karten einziehen. Wie wird die SCA Ihr Abo-Unternehmen beeinflussen? Eine Einfhrung in die Strong Customer Authentication Die Vorbereitung Ihres Unternehmens auf SCA Ausnahmeregelungen fr SCA Ist GoCardless SCA-konform?
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GoCardless
Published By: GoCardless     Published Date: Oct 14, 2019
Die bald in Kraft tretende SCA zwingt Unternehmen einen Groteil ihrer Online-Zahlungen mit zustzlichen Sicherheitsmanahmen zu versehen. Wir wissen: Kunden neigen dazu, einen komplexen Bezahlvorgang abzubrechen. Wie werden sie also auf die kommenden nderungen reagieren? Wir haben 4.000 Kunden in Grobritannien, Frankreich, Deutschland und Spanien zu ihrer Einstellung zu Sicherheit und Komfort beim Online-Einkauf befragt. Wir stellten ihnen auch Fragen zu bestimmten Aspekten der neuen SCA-Gesetzgebung und darber, wie sich eine erhhte Sicherheit an der Kasse auf ihr Kaufverhalten auswirken wrde. Werden beispielsweise abgefragte biometrische Daten wie ein Fingerabdruck Ihre Kunden verschrecken oder mehr Sicherheit vermitteln? Und wrden sich die Befragten fr das Lastschriftverfahren entscheiden, um den Komfort zu gewhrleisten? Fllen Sie das Formular aus und erhalten Sie noch heute unseren kostenlosen Leitfaden mit allen detaillierten Umfrage-Ergebnissen.
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GoCardless
Published By: Zilliant     Published Date: Oct 11, 2019
Professional buyers increasingly expect a hassle-free, fully digital experience with visibility into pricing. Electrical products in particular are a major growth area for Amazon Business and other digital entrants, some of whom undercut the market with bottom-barrel prices. It can be scary out there, but only if you dont have a plan. This whitepaper provides a playbook for: Reimagining how you tackle pricing challenges Dynamically responding to cost changes Embracing the right technology Going the extra mile with services that Amazon cant match If youre making the leap to eCommerce or bolstering an existing online presence to meet customer expectations, pricing cannot be an afterthought. In digital channels, pricing rigor - including effectively maintaining market-aligned customer-specific and system prices and setting up relevant price profiles - becomes even more important as it is more transparent to customers. Give your buyers what they want without sacrificing the marg
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Zilliant
Published By: Zilliant     Published Date: Oct 11, 2019
The maintenance, repair and overhaul (MRO) and industrial distribution industry is massive and continues to grow at a steady pace. Despite this positive outlook, individual MRO distributors arent short on their own challenges when it comes to retaining and growing their market share. There are several factors hindering MRO companies from retaining the share they have and claiming more. Namely: Complexity: Their large customer counts and behemoth SKU counts render it impossible to give reps market-aligned pricing guidance and sales intelligence Competition: MRO is ripe for poaching by Amazon, and as a result, traditional distributors continue to see market share slipping away to the online giant Skills: A massive generational shift in the workforce is resulting in a skills gap thats proving particularly problematic to fill In this playbook for MRO and industrial products distributors, we will discuss how growth is hindered in this dynamic industry and then provide reimagin
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Zilliant
Published By: Dell EMC     Published Date: Oct 10, 2019
Security leaders have been in front of boards and executive committees long enough to know that security metrics that simply portray statistics from monitoring tools, or count the number of malware attacks, add relatively little value to strategy and budget decisions. Protecting sensitive customer and company data shouldnt be just a compliance obligation, it should be a business imperative. This is exactly why the right technology partners will help push security, risk, and compliance objectives forward. In March 2019, Dell commissioned Forrester Consulting to evaluate the evolving security trends and technology needed to protect and enable employees. Our study found that empowering employees while adhering to security protocols improves employee productivity. Forrester conducted an online survey of 887 senior business and IT decision makers to explore this topic. Learn more about Dell solutions powered by Intel.
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Dell EMC
Published By: GoCardless     Published Date: Oct 08, 2019
The PSD2 is the 2nd EU Payments Service Directive. The directive builds on three key areas of legislation first brought in with the original 2007 Directive. These areas include increased consumer rights in payments, creating a level playing field by bringing into scope the regulation of third-party access to account information and enhanced security. Enhanced security refers specifically to a set of requirements called Strong Customer Authentication (SCA). These requirements have far-reaching implications for any business with an online presence. This guide will explore SCA, who and what it affects and how businesses can prepare for the requirements taking effect.
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GoCardless
Published By: GoCardless     Published Date: Oct 08, 2019
With Strong Customer Authentication (SCA) coming into force on 14 September 2019 as the final part of PSD2, many online businesses are required to add additional security measures to large parts of their online payment experience. Key goals of SCA include reducing payment fraud and creating a safer payment experience for the customer.
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GoCardless
Published By: BehavioSec     Published Date: Oct 04, 2019
Authentication is evolving from static one-time user action, to transparent and continuous ways of validating digital identities without imposing frustration on end users. Behavioral biometrics technologies invisibly and unobtrusively authenticate users by validating the manner in which they physically interact online. Behavioral biometrics technologies learn how individual users hold mobile devices in their hands and press their fingers on the touchscreen. On computers, the system learns how users type on keyboards and move their mouse and cursor. The BehavioSec solution gathers this behavioral data and analyzes it using advanced techniques, to ensure that the user is who you expect them to be.
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BehavioSec
Published By: AWS     Published Date: Oct 03, 2019
To stay ahead of the evolving publishing industry, Scholastic realized they needed to adopt a microservices architecture leveraging containers after they migrated to Amazon Web Services (AWS). The team chose Red Hat OpenShift for the extensive support and level of innovation they were able to provide. With OpenShift on AWS, Scholastic was able to implement a DevOps model to create a new set of online-based services to maintain competitive advantage in a rapidly shifting publishing world. Join the upcoming webinar to learn how Scholastic maximized flexibility and improved their CI/CD pipeline by utilizing a microservices architecture running in containers.
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AWS
Published By: MindTouch     Published Date: Oct 02, 2019
Understanding the important role that your support content plays (i.e. help docs, user guides, FAQs, troubleshooting steps, product information, etc.) can help organizations avoid creating frustrating journeys for their customers who simply need help. Undervaluing how customers seek answers is a critical oversight. To understand why, it helps to examine the place theyre most likely to start: Google.
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content strategy, customer engagement, customer journey, customer success, digital transformation, knowledge base, online help, product documentation
    
MindTouch
Published By: AWS     Published Date: Oct 01, 2019
To stay ahead of the evolving publishing industry, Scholastic realized they needed to adopt a microservices architecture leveraging containers after they migrated to Amazon Web Services (AWS). The team chose Red Hat OpenShift for the extensive support and level of innovation they were able to provide. With OpenShift on AWS, Scholastic was able to implement a DevOps model to create a new set of online-based services to maintain competitive advantage in a rapidly shifting publishing world. Join the upcoming webinar to learn how Scholastic maximized flexibility and improved their CI/CD pipeline by utilizing a microservices architecture running in containers.
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AWS
Published By: ttec     Published Date: Oct 01, 2019
In an age of tech-savvy customers and self-service channels, do companies still need to invest in contact centers and staff to provide support? The answer is, yes. Consumers have been trained to find the information they need on their own online or with their mobile device. But when they do pick up to the phone and reach out to customer service, they expect representatives to solve what are often complex questions. They expect human interactions. This enormous shift in which customer service representatives are perceived as a last resort puts increased pressure on contact center associates who already have the odds stacked against them. The staff must be trained to quickly handle issues that frequently require access to a wide variety of information, but a lack of investment means many associates are often unprepared and lack the right resources to help customers. To change the outcome, customer service representatives need the right training and tools to not only understand the issue,
Tags : 
    
ttec
Published By: Oracle     Published Date: Sep 30, 2019
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
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Oracle
Published By: Oracle     Published Date: Sep 30, 2019
Digital marketing. You hear it everywhere. As you and all your competitors know, its: 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, youll need a marketing automation system that can follow a customers lead around the web and offer the best recommendations at the best times to deliver a more relevant "1-to-you" customer experience.
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Oracle
Published By: Oracle     Published Date: Sep 30, 2019
Consider a typical visit to a brick-and-mortar retail store. As you search through the racks, deciding what to buy, what type of salesperson do you hope for? Someone aggressive, continuously asking if youre ready to make a purchase? Or someone whos never there when you have a question, no matter how hard you look? Ideally, most customers would say, the perfect salesperson falls somewhere in between. Someone whos ready to jump in with assistance, but happily follows your cue. Thanks to years of shopping in stores, consumers today know exactly what they want from that brickand-mortar experienceand savvy retailers know how to train their salespeople to get it right. But what about a different shopping situation? What type of experience attracts or repels online shoppers? And what do digital retailers need to do in order to deliver the experience that compels customers to buy? With so many retailers to choose from, modern consumers dont need to put up with a digital experience the
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Oracle
Published By: BehavioSec     Published Date: Sep 30, 2019
Authentication is evolving from static one-time user action, to transparent and continuous ways of validating digital identities without imposing frustration on end users. Behavioral biometrics technologies invisibly and unobtrusively authenticate users by validating the manner in which they physically interact online. Behavioral biometrics technologies learn how individual users hold mobile devices in their hands and press their fingers on the touchscreen. On computers, the system learns how users type on keyboards and move their mouse and cursor. The BehavioSec solution gathers this behavioral data and analyzes it using advanced techniques, to ensure that the user is who you expect them to be.
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BehavioSec
Published By: HERE Technologies     Published Date: Sep 30, 2019
Lets face it, consumers are addicted to fast delivery. As delivery windows continue to shrink, demand is only growing stronger. The pressure is on for online food delivery and e-commerce companies to consistently meet these ever-tightening deadlines and keep customers happy and loyal. But what happens to your ETAs when a snowstorm strikes? Or a restaurant in your market hosts a promotion that causes demand to spiral out of control? Dont let times like these send you scrambling to stay ahead of peak demand. Drive down click-to-door times by discovering: The role location technology plays in food and e-commerce delivery The benefits of dynamic routing How to stay ahead of predictable and unpredictable peak demand
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HERE Technologies
Published By: PatSnap     Published Date: Sep 27, 2019
IP professionals require the utmost precision, flexibility, and speed in their workflows. However numerous challenges around disparate sources and tools can delay the IP process. This eBook lays out IP best practices online that will streamline various workflows to drive accurate and effective results, effortlessly. These are: 1. Performing more efficient patent searches 2. Unlocking value from patent portfolios 3. Structuring effective patent landscapes 4. Building more revealing reports 5. Mitigating bottlenecks via collaboration
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research and development, intellectual property, innovation
    
PatSnap
Published By: Datastax     Published Date: Sep 27, 2019
Consumers have extraordinarily high expectations of the online user experience, and stakes are at their highest around the holidays. Database infrastructure plays a huge role in holiday success (or failure!). In this eBook, you'll learn ways to evolve your infrastructure to break through five holiday database roadblocksby reducing stack complexity, improving uptime and elasticity, and smartly managing open source databases.
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Datastax
Published By: Pure Storage     Published Date: Sep 27, 2019
For most enterprises, 60 to 73 percent of enterprise data goes unused for business-intelligence (BI) and analytics efforts, according to Forrester.1 Data that is out of sight or out of date creates a competitive blind spot for businesses today. With customer demands, economic changes, and new trends and technologies evolving at a dizzying pace, staying relevant not to mention competitive requires that businesses access all available BI to be ?exible and agile. Businesses must have quick access to data that is comprehensive, accurate, current, and consumable in real time. A traditional infrastructure, where the online analytical processing (OLAP) platform and the online transaction processing (OLTP) platform are separate, makes ?exibility and agility difficult to achieve. When a business has accurate, current data in hand, it can make real-time data-driven business decisions so that it can stay relevant and competitive, or even be a disruptor in its industry. One way that a busines
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Pure Storage
Published By: HERE Technologies     Published Date: Sep 26, 2019
Lets face it, consumers are addicted to fast delivery. As delivery windows continue to shrink, demand is only growing stronger. The pressure is on for online food delivery and e-commerce companies to consistently meet these ever-tightening deadlines and keep customers happy and loyal. But what happens to your ETAs when a snowstorm strikes? Or a restaurant in your market hosts a promotion that causes demand to spiral out of control? Dont let times like these send you scrambling to stay ahead of peak demand. Drive down click-to-door times by discovering: The role location technology plays in food and e-commerce delivery The benefits of dynamic routing How to stay ahead of predictable and unpredictable peak demand
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HERE Technologies
Published By: ExpertVoice     Published Date: Sep 25, 2019
For the second year, we asked 500 panelists their feelings and perceptions regarding the state of brickand- mortar retail. The results may surprise you. Our research found that, although sales associates are generally viewed neutrally, specific sectors such as consumer electronics stores and momand- pop shops have a positive perception. Consumers seek out sales associates who are educated and able to help them make an informed purchase. Our results also confirmed prior reporting1 into the growing fluidity between e-commerce and traditional retail. More than 75 percent of our panelists reported frequently browsing online, then purchasing the product in-store. Sales associates who are educated about the products in their store are more likely to sell more. Brands that ensure that their sales teams have the proper product knowledge maximize the likelihood that consumers will purchase from them.
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ExpertVoice
Published By: Adobe     Published Date: Sep 23, 2019
An excellent CMS solution provides your business with the flexibility to grow into a broad experience delivery platform. It should enable your business to scale and add new capabilities as it grows, and easily integrate with other marketing technologies. Why should the target audience care? Customer expectations have increased. They now expect their in-store experiences to be continuous and consistent extensions of the online journey. And the online journey provides fast, dynamic, and interactive experiences. If your business is not well informed on what is needed from a content management solution, it may come up short on customer experience. A successful and growing business will choose a solution that helps them future-proof for emerging channels and effectively manage mature ones. Supporting Concepts: Navigate your business through the noise. Apply these questions and insights to your selection process and avoid the pitfalls of costly and rigid content management systems.
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Adobe
Published By: Adobe     Published Date: Sep 23, 2019
Like the oxygen we breathe, journey analytics brings life to the customer behind those devices, over time getting to know their favorite pastry choice, when theyre most likely to buy gas, and how long they stay online while in the stations caf. WHY SHOULD THE TARGET AUDIENCE CARE? Business struggle to gain a holistic customer view the skills to identify actionable insights from multichannel data are in short supply. If they could gain a holistic view of customer attributes and behaviors, they could make sure they get the right content at the right time. SUPPORTING CONCEPTS If you want your customers to enjoy seamless, personalized experiences, you need to treat them like people. That means marketing to the person not the device. When you know a customers interests, wants, and needs perhaps even before they do youve succeeded at becoming a true experience business. For some, this may require a shift from analytics as a tool to analytics as a way of life. It may also m
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Adobe
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