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By: CA Technologies     Published Date: Jun 09, 2015
To support digital transformation imperatives, organizations are increasingly exploring DevOps style approaches for the continuous delivery of high quality software. Unfortunately, however, many enterprises remain burdened with accumulated technical debt and legacy wasteful practices – waste that can quickly inhibit the flow of value to customers and the business. Lean thinking provides organizations with a framework by which to quickly identify all forms of waste impacting the flow of value, which DevOps practitioners can apply in a software development context to quickly pinpoint and eliminate 8 elements of waste across people, process and technology dimensions. This paper presents the 8 elements of waste framework, strategies needed to identify and eliminate waste, and the metrics needed to measure effectiveness.
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     CA Technologies
By: Cisco     Published Date: Apr 10, 2015
Location-based services (LBS) show promise as a budding customer-centric mobility solution in some early adopting verticals such as retail, hospitality, and large public venues. Such services enable businesses to better understand their customer base through analytics as well as offer targeted, context-based communications including promotions and remote assistance. This IDC white paper explores the burgeoning LBS market, highlighting custom research conducted by IDC in March and April 2014; surveys were fielded to both IT and line-of-business (LOB) decision makers in select verticals and market segments. In this white paper, IDC analyzes the data and explores the attitudes surrounding LBS adoption in the context of broader technology trends.
Tags : cisco, lbs, it technology, wifi, analytics, wireless networks
     Cisco
By: Cisco     Published Date: Apr 10, 2015
Location-based services (LBS) show promise as a budding customer-centric mobility solution in some early adopting verticals such as retail, hospitality, and large public venues. Such services enable businesses to better understand their customer base through analytics as well as offer targeted, context-based communications including promotions and remote assistance. This IDC white paper explores the burgeoning LBS market, highlighting custom research conducted by IDC in March and April 2014; surveys were fielded to both IT and line-of-business (LOB) decision makers in select verticals and market segments. In this white paper, IDC analyzes the data and explores the attitudes surrounding LBS adoption in the context of broader technology trends.
Tags : cisco, idc, lbs, wireless, wifi, mobility, it solutions
     Cisco
By: Cisco     Published Date: Apr 10, 2015
Location-based services (LBS) show promise as a budding customer-centric mobility solution in some early adopting verticals such as retail, hospitality, and large public venues. Such services enable businesses to better understand their customer base through analytics as well as offer targeted, context-based communications including promotions and remote assistance. This IDC white paper explores the burgeoning LBS market, highlighting custom research conducted by IDC in March and April 2014; surveys were fielded to both IT and line-of-business (LOB) decision makers in select verticals and market segments. In this white paper, IDC analyzes the data and explores the attitudes surrounding LBS adoption in the context of broader technology trends.
Tags : cisco, lbs, it technology, wifi, analytics, wireless networks
     Cisco
By: Cisco     Published Date: Feb 23, 2016
Businesses in virtually every industry are using location data to better understand their customers and users. By knowing how people move through and interact with a venue, businesses can gain valuable insights to optimize their locations and engage customers at the point of decision. However, contextual customer information is only as valuable as its accuracy. And when it comes to capitalizing on location data, a meter is worth more than a kilometer.
Tags : data, wireless, network manangement, customer engagement
     Cisco
By: Cisco     Published Date: Dec 21, 2016
Technology’s role in business and society has shifted away from largely driving efficiencies to innovating and creating engaging experiences that attract and retain customers. Innovations and business outcomes are fueled by a perfect storm of technology trends in cloud, analytics, machine learning, IoT and the emerging API Economy. The convergence of these technologies has created new opportunities for enterprises to improve business performance by acquiring customers faster while creating brand loyalty. The role of technology expands the interaction with customers beyond the core of the enterprise – away from 100% dependencies on systems of records – and towards real-time, contextual interactions. Businesses are a digital business or they are evolving to become one. This requires enterprises to re-think how they build software architectures.
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     Cisco
By: Cisco     Published Date: Dec 22, 2016
Your network doesn’t just transport data. It serves a myriad of apps and endpoints—mobile devices, sensors, servers, machines, cameras, wearables—and all the employees, customers, and processes that use them. Which means it can produce invaluable contextual intelligence based on real-time analytics to help you navigate the growing demands of business, security, operations, and IT. Cisco DNA delivers crystal-clear visibility across your network so you can enhance mobile experiences and make business decisions quickly and accurately.
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     Cisco
By: Crownpeak     Published Date: Jun 03, 2015
Enterprises have long personalized their visitor's web experiences, typically through product recommendations or basic user segmentation. However, today's customers demand more real-time, in-the-moment experiences that meet their needs whenever, wherever. The technology behind this level of personalized marketing continues to advance by adding situational, predictive and real-time elements to keep up with customer expectations.
Tags : forrester research, personalization, next generation personalization, personalized experience, customer experience, personalized marketing, digital experience, contextual experience
     Crownpeak
By: Data Stax     Published Date: Oct 05, 2016
Customers demand speed, convenience, and in-context experiences. Netflix, Mint Bills, and Clear Capital know their customers won’t give them a second chance. Learn how these leaders use DataStax Enterprise to provide an experience their customers can’t get anywhere else.
Tags : datastax, netflix, mint bills, digital, personalization
     Data Stax
By: Datastax     Published Date: Jan 07, 2019
Digital disruptors are giving customers the information they want, when, where, and how they want it, resulting in a fundamental shift in customer expectations and how enterprises deliver value. As enterprises move towards adopting these modern applications and achieving data autonomy, the data layer and cloud infrastructure they run on can make a huge impact. In this eBook, we’ll take a look at why DataStax and Azure combine to make the ideal data layer for contextual, always on, real-time, distributed, and scalable applications.
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     Datastax
By: Dynatrace     Published Date: Jul 29, 2016
Gap free data helps you create and manage high-performing applications that deliver flawless end-user experience and customer loyalty. To be gap free, you must capture data from every single method in your application infrastructure, end-to-end, including timing and code-level context for all transactions, services and tiers, and make the data available for analysis. This eBook gives you technical and business case details that will show you why gap free data is a critical part of your application management strategy.
Tags : dynatrace, gap free data, applications, application performance, development, devops, application infrastructure, application performance management
     Dynatrace
By: EPiServer Inc.     Published Date: Sep 16, 2013
Traditional multi-channel thinking simply does not deliver the results most businesses and, more importantly, their customers demand. Today, it's critical to go beyond thinking in terms of "multi-channel" and start focusing on unifying content across screens—only forking content to real channels such as social media and mobile apps. It's vital to really understand the user's context and to intelligently re-use and re-format content blocks to deliver the right experience at the right time on the right screen or channel. Download this eBook for 6 ways to rethink content when structuring and managing online properties.
Tags : multi-channel marketing, multi-screens, content delivery, cross-channel experience, internet marketing, customer experience/engagement, mobile marketing
     EPiServer Inc.
By: Evariant     Published Date: Apr 09, 2018
If you're going to commit to providing the highest quality care to patients, improving the customer experience and providing proactive service that builds lifetime relationships with patients is a requirement. By creating a comprehensive 360 view of the caller, agents are armed with the right context and talking points to provide a highly personalized, more informed experiences on-the-fly. Watch this presentation to capitalize on every customer interaction to build deeper, more personalized relationships with their prospects and existing patients, effectively transforming the call center into a profit center. Watch the presentation now.
Tags : patient experience, call center, improved care continuum, access center, customer experience, patient journey
     Evariant
By: Freshdesk     Published Date: Aug 15, 2016
When 76% of consumers say they view customer service as the true test of how much a company values them, you have to make sure that your strategy, and tool, are top notch. Here's a collection of best practices, drawn from our conversations with customers, to help you improve your agents' productivity and win customer love. In this whitepaper, we detail how you can - Provide your agents with complete context by pulling data from your third party systems into your helpdesk - Reduce ticket volume and help customers help themselves by setting up a knowledge base - Automatically assign tickets to the right team with ease thus reducing your agent's workload and many more!
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     Freshdesk
By: Genesys     Published Date: May 10, 2016
Most companies today can support multi-channel customer interactions such as voice, email and chat, but typically cannot share context across all channels.
Tags : genesys, contact center, customer experience, omnichannel, desktop
     Genesys
By: Genesys     Published Date: Feb 21, 2018
Routing is a fundamental component of your customer experience strategy. True omnichannel routing breaks down channel silos and gathers intelligence upfront through context and data to deliver the personalized, seamless engagement your customers now expect. Learn how you can move beyond single interactions with true omnichannel routing: • Dynamically match customers from any touchpoint, over any channel, to the agent with the optimal insights, skill set and proficiency • Enable seamless transitions between digital self-service and live employee contact • Replace single, random interactions with thoughtfully designed and optimized customer journeys
Tags : contactbabel, contact center, omnichannel, routing, customer experience
     Genesys
By: Genesys     Published Date: Feb 27, 2018
Modern contact centers support a variety of digital channels—email, chat, co-browsing, social, video—over multiple digital touchpoints (web or mobile devices). What they lack is the ability to link interactions in a step-by-step journey to provide a personal, contextual experience for each customer. Download this eBook. Learn how you can: • Design a successful digital customer engagement strategy • Provide agents with a 360-degree view of the customer across all digital channels and voice • Deliver omnichannel experiences that are personalized, context-based, and low-effort
Tags : digital customer service, contact center, digital channel, ebook
     Genesys
By: Genesys     Published Date: Jun 13, 2018
Routing is a fundamental component of your customer experience strategy. True omnichannel routing breaks down channel silos and gathers intelligence upfront through context and data to deliver the personalized, seamless engagement your customers now expect. Learn how you can move beyond single interactions with true omnichannel routing: • Dynamically match customers from any touchpoint, over any channel, to the agent with the optimal insights, skill set and proficiency • Enable seamless transitions between digital self-service and live employee contact • Replace single, random interactions with thoughtfully designed and optimized customer journeys
Tags : routing, customer experience, transitions, self-service
     Genesys
By: Genesys     Published Date: Jun 13, 2018
Ease, effectiveness and emotion drive great customer service, but top-line growth requires that application development and delivery (AD&D) professionals keep an eye on trends. Forrester Research has identified 10 customer service trends in 2018 for AD&D and others who support customer service. Before you strategize on improving your quality of service, read this Forrester Report by Vice President and Principal Analyst Kate Leggett. You’ll learn which investments are critical and the advantages of: • Focusing on context and inquiry type to deliver the best customer experience • Using automation and AI to uncover new revenue streams and transform operations • Exploring new labor models to maximize human connections in a digital world
Tags : customer service, ease, effectiveness, automation
     Genesys
By: Genesys     Published Date: Jun 13, 2018
In today’s digital world, the messaging and texting that have become a prominent part of most people’s lives are a form of asynchronous messaging. These are a simple, convenient method of communication for people on the go, with varied time in response based upon intrigue and urgency. Asynchronous messaging has become so ingrained in consumers’ lives, an expectation has evolved that businesses should be able resolve issues just as quickly and easily, and on the customer’s timetable. To keep up with consumer expectations and offer differentiated customer experiences, there is a strong case for implementing capabilities where messages can be fielded by bots using artificial intelligence, with a human touch through skilled representatives, or a combination of both within the same conversation, without losing context. Download this white paper to learn about: • 6 benefits to asynchronous messaging in B2C customer experience and operations • Incorporating asynchronous messaging into your u
Tags : customer service, operations, asynchronous, messaging, customer expectations
     Genesys
By: Genesys     Published Date: Jul 13, 2018
Routing is a fundamental component of your customer experience strategy. True omnichannel routing breaks down channel silos and gathers intelligence upfront through context and data to deliver the personalized, seamless engagement your customers now expect. Learn how you can move beyond single interactions with true omnichannel routing: • Dynamically match customers from any touchpoint, over any channel, to the agent with the optimal insights, skill set and proficiency • Enable seamless transitions between digital self-service and live employee contact • Replace single, random interactions with thoughtfully designed and optimized customer journeys
Tags : 
     Genesys
By: Genesys     Published Date: Jul 13, 2018
Ease, effectiveness and emotion drive great customer service, but top-line growth requires that application development and delivery (AD&D) professionals keep an eye on trends. Forrester Research has identified 10 customer service trends in 2018 for AD&D and others who support customer service. Before you strategize on improving your quality of service, read this Forrester Report by Vice President and Principal Analyst Kate Leggett. You’ll learn which investments are critical and the advantages of: • Focusing on context and inquiry type to deliver the best customer experience • Using automation and AI to uncover new revenue streams and transform operations • Exploring new labor models to maximize human connections in a digital world
Tags : 
     Genesys
By: Genesys     Published Date: Jul 13, 2018
In today’s digital world, the messaging and texting that have become a prominent part of most people’s lives are a form of asynchronous messaging. These are a simple, convenient method of communication for people on the go, with varied time in response based upon intrigue and urgency. Asynchronous messaging has become so ingrained in consumers’ lives, an expectation has evolved that businesses should be able resolve issues just as quickly and easily, and on the customer’s timetable. To keep up with consumer expectations and offer differentiated customer experiences, there is a strong case for implementing capabilities where messages can be fielded by bots using artificial intelligence, with a human touch through skilled representatives, or a combination of both within the same conversation, without losing context. Download this white paper to learn about: • 6 benefits to asynchronous messaging in B2C customer experience and operations • Incorporating asynchronous messaging into your u
Tags : 
     Genesys
By: Group M_IBM Q1'18     Published Date: Feb 09, 2018
Thrill customers and empower employees with omni-channel, socially-infused digital experiences to drive better business outcomes IBM Customer Experience Suite features rich, integrated capabilities for managing web content, rich-media assets, real-time social communications, robust customer self-service capabilities, business analytics and mobile device delivery IBM Employee Experience Suite enables employees to easily find and share relevant information across multiple platforms, diverse geographies with multiple languages, and within the context of business applications
Tags : digital experience, ibm, software
     Group M_IBM Q1'18
By: HERE Technologies     Published Date: Sep 26, 2018
How can brands make the most of the growing opportunities offered by location data? Understanding location and its connection to customer behaviour is key to gaining full and reliable insights and making efficient change. HERE is building and sharing real-time location intelligence which reveals why customers make transactions in specific places. HERE’s Open Location Platform contextualises consumer motivations in the world around them. As the world’s leading location platform in 2018 (Source: Ovum and Counterpoint Research annual indexes) HERE also shares its own insights into the future of reaching customers on their mobile devices as they travel, including in-car advertising.
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     HERE Technologies
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