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By: Riskified     Published Date: Aug 06, 2019
This report addresses the challenges fashion retailers face as they try to secure long-term online revenue growth in a highly competitive business environment. It explores ways for meeting customers’ increasingly sophisticated expectations, including how to optimize the eCommerce shopping journey and safely expand across channels and borders. Inside you’ll find insights on:
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     Riskified
By: ttec     Published Date: Jul 24, 2019
Omnichannel is one of those words everyone uses, but few use correctly. It’s not another word for multichannel. It’s a different state of existence. In our experience, multichannel is the ability to interact with customers across many different channels, but not necessarily in a cohesive fashion. As new channels become available, they are “bolted on” to existing customer experience infrastructure such as CRM or customer support systems. Too frequently, the management of these channels becomes siloed (web versus in-store sales, for example). The effect of this from the customer experience standpoint can be disjointed and jarring. For example, the resolution of an issue following a customer conversation with an associate in the contact center may not be reflected when the customer goes online or into a store. Yet the ability to offer multichannel service experience is table stakes for today’s business. If you’re not available in the channels where customers want you to be, you cease to b
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     ttec
By: MuleSoft     Published Date: Jun 27, 2019
Banks of all sizes, from multinational firms to regional credit unions, face unparalleled pressure to digitally transform in the face of evolving customer expectations. Learn how a top 10 bank partnered with MuleSoft to address these pressures by developing an application network to rapidly modernize legacy systems, digitally transform mortgage lending, and accelerate Salesforce implementation. Read this whitepaper to learn: How banks can leverage APIs to accelerate integration between core banking systems, legacy applications, and modern SaaS endpoints. The step-by-step approach a top 10 bank took to build a Center for Enablement (C4E) and transform their SDLC to accelerate application development. How the bank created unified customer experiences across different product lines, from mortgages to wealth management, across in-person, and digital engagement channels.
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     MuleSoft
By: Neolane, Inc.     Published Date: Sep 17, 2010
With more than three decades in the hotel marketplace, Grupo Posadas operates more than 104 hotels and 19,042 rooms in 50 beach and city destinations in Mexico, Brazil, Argentina and Chile. It's brands include AQUA, Fiesta Americana Grand, Fiesta Americana, Lat 19°, Caesar Park and Caesar Business, making Posadas the leading Mexican hotel operator in Latin America. Posadas selected Neolane's enterprise marketing software to improve segmentation and deliver consistent, personalized customer communications across e-mail and direct mail channels, while streamlining campaign management within its loyalty programs.
Tags : neolane, grupo posadas, segmentation, loyalty, email, direct marketing, customer communications, loyalty
     Neolane, Inc.
By: Workplace by Facebook     Published Date: Dec 21, 2018
Today, people are shopping across multiple channels. There is a need for the retail industry to evolve and create great digital experiences that seamlessly blend the purchase journey. Download this info-graphic now to learn how retailers are experimenting with technology and how tools like Workplace by Facebook can help retailers innovate.
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     Workplace by Facebook
By: Cisco EMEA     Published Date: Mar 05, 2018
When thinking about how the workforce is evolving, you need to think about what really matters to employees and how you can integrate technology in the workplace for the digital nomads of today. Corporate real estate, IT, and HR executives need to do a lot to meet those needs and achieve their HR goals. Cisco has the expertise needed to deliver high-quality mobility and collaboration solutions. We make business-critical communications possible in real time, across multiple channels. Cisco Workforce Experience offers are complete, enterprise-class solutions designed to scale smoothly and make your vision of the digital workspace a reality.
Tags : workforce, corporate, real estate, executives, employees
     Cisco EMEA
By: SAS     Published Date: Jan 17, 2018
First, today’s digitally oriented customers expect banks to provide an ever-higher quality experience defined by speed and the flexibility to conduct business across many channels. They’ve 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 don’t hesitate to switch banks – and thanks to the internet, this is now a fast, painless process.
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     SAS
By: Oracle     Published Date: Feb 24, 2015
30 seconds or less. The average length of time that consumers spend reading or listening to online marketing communications . Marketers today are now equipped with the strategies and technologies to better capture consumer attention. To do this, they need to orchestrate individualized customer experiences across the digital channels. Read on for a statistical profile of today’s distracted consumer, followed by actionable tips for effectively communicating and converting this new type of consumer.
Tags : oracle, marketing, consumers, attention, message, distractions, communications, conversions
     Oracle
By: Genesys     Published Date: Nov 15, 2017
Choosing the right technology to design and orchestrate customer engagement across all digital channels and voice is key to delivering on customer expectations for effortless omnichannel experiences.
Tags : customer experience, customer engagement, omnihannel, customer experience platform, customer journey
     Genesys
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
By: Adobe     Published Date: Sep 12, 2017
"Discover new strategies for creating, managing, and orchestrating cross-channel campaigns. Read our guide now to learn how you can: --Integrate processes and data for cross-channel campaign success --Create personalized, contextual campaigns across channels and devices --Leap ahead of the competition with authentic cross-channel experiences"
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     Adobe
By: Adobe     Published Date: Sep 12, 2017
Read the Forrester Wave: Data Management Platforms to see why Adobe Audience Manager is recognized for consistency and category leadership. Forrester states, "Adobe is a smart choice for marketers focused on extending control across channels."
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     Adobe
By: Adobe     Published Date: Mar 27, 2018
Vendors from advertising, marketing automation and analytics are racing to deliver personalized digital marketing at scale. Marketing leaders need a system that can integrate and coordinate data and activities across channels, devices and contexts, continuously and in real time.
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     Adobe
By: Workplace by Facebook     Published Date: Sep 10, 2018
Today, people are shopping across multiple channels. There is a need for the retail industry to evolve and create great digital experiences and seamlessly blend the purchase journey. Learn how retailers are experimenting with technology and how tools like Workplace by Facebook can help retailers innovate.
Tags : collaboration software, collaboration portal, business communication, workforce management, project management, team work
     Workplace by Facebook
By: Acxiom Corporation     Published Date: Mar 12, 2014
In July 2013 Acxiom commissioned Forrester Consulting to evaluate how companies use the data they collect from their customers to make better decisions on their marketing campaigns by gauging their experiences and attitudes around their use of and future vision for using customer data across multiple marketing channels. In order to understand this topic, we conducted interviews with 11 executives representing a range of roles and perspectives, including consumer packaged goods companies, financial services organizations, and agencies.
Tags : acxiom, forrester, data, marketing, marketing campaigns, cross channel, customer data, market research
     Acxiom Corporation
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
By: Akamai Technologies     Published Date: Dec 07, 2016
Many industry experts advise financial services institutions (FSIs) to embrace digital transformation. At the heart of that mandate is the need to satisfy rising customer expectations for fast, secure, always-on services delivered seamlessly across all channels and devices. While it’s important to harness the digital technologies today’s customers turn to — especially when it comes to engaging the millennial generation — FSIs need to optimize web and mobile performance to deliver exceptional end-user experiences. Here are eight considerations. Get started on your journey – download the whitepaper today
Tags : online banking service, online banking services, online banking application, online banking applications, online banking app, online banking apps, financial services it, online banking solutions
     Akamai Technologies
By: IBM APAC     Published Date: Jun 07, 2017
The analytics tools you’ve come to rely on probably haven’t kept pace with this rapid change, and may now be less effective. Systems may not be nimble enough to follow customer journeys across channels and time. Different platforms in different departments can’t talk to each other, so reporting is slowed. And it’s difficult to take proactive steps when your view of the total customer experience is a little blurry. Download this white paper to find out more.
Tags : customer experience, analytics, analytics tools, customer analytics, customer experience management
     IBM APAC
By: Oracle     Published Date: Aug 08, 2013
Today’s consumers expect better. They expect better service, better products and better communication with companies. But to have a single, seamless conversation with every customer across multiple channels, companies can no longer rely on outdated contact centers.
Tags : contact centre, crm, oracle, channels
     Oracle
By: Oracle     Published Date: Aug 08, 2013
Oracle RightNow Cloud Service helps companies deliver great customer service across channels. Watch this video to learn how Telecom New Zealand is using Oracle RightNow to offer consistent information across the web, social sites, and the call center reducing cost and customer waiting time.
Tags : customer experiences, customer service, oracle, rightnow cloud, cloud, crm
     Oracle
By: Oracle     Published Date: Aug 15, 2013
Today’s consumers expect better. They expect better service, better products and better communication with companies. But to have a single, seamless conversation with every customer across multiple channels, companies can no longer rely on outdated contact centers.
Tags : contact centre, crm, oracle, channels
     Oracle
By: Oracle     Published Date: Aug 15, 2013
Oracle RightNow Cloud Service helps companies deliver great customer service across channels. Watch this video to learn how Telecom New Zealand is using Oracle RightNow to offer consistent information across the web, social sites, and the call center reducing cost and customer waiting time.
Tags : customer experiences, customer service, oracle, rightnow cloud, cloud, crm
     Oracle
By: Adobe     Published Date: Jul 04, 2016
Customers interact with companies across many channels and devices — and for each interaction, only seamless and personalised experiences will keep them engaged. Marketers need to see customers as individuals, and serve up content that meets their expectations — whether they are online or offline.
Tags : campaign performance, customer relationship, customer interaction, customer engagement, crm solutions/software, customer experience/engagement
     Adobe
By: Adobe     Published Date: Jul 04, 2016
The multichannel campaign management (MCCM) market comprises vendors that seek to orchestrate company communications and marketing offers to customer segments across channels, such as websites, mobile, social, direct mail, call centers and email.
Tags : multichannel campaign management, campaign management, mccm, digital marketing, interactive marketing, web analytics, customer experience/engagement, email marketing services/software
     Adobe
By: Adobe     Published Date: Jul 04, 2016
Customers interact with companies across many channels and devices — and for each interaction, only seamless and personalised experiences will keep them engaged. Marketers need to see customers as individuals, and serve up content that meets their expectations — whether they are online or offline.
Tags : campaign performance, customer relationship, customer interaction, customer engagement, crm solutions/software, customer experience/engagement
     Adobe
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