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customer interaction

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By: Adobe     Published Date: Jul 04, 2016
According to Eric Schmidt, CEO of Google, more content is created every two days than was produced from the beginning of time until 2003.
Tags : content management, online content, customer experience, customer interaction
     Adobe
By: Adobe     Published Date: Jul 04, 2016
Of course customers want great content, but understanding what defines great isn’t so easy. Adobe surveyed 12,000 customers worldwide about their content cravings and learned what it takes to make content irresistible.
Tags : content, content management, customer experience, customer interaction, content management systems, customer experience/engagement
     Adobe
By: Cisco     Published Date: Jun 21, 2016
Businesses must become agile and provide differentiated service as customer demands and expectations change. Moving beyond simple phone transactions, customers are taking matters into their own hands and turning to their peers, the web and social media to find answers. Contact centers play a major role in determining the customer’s perception of a company. Often seen as brand ambassadors, agents are the main interaction point for customers. It is therefore critical that they deliver personalized communications in the channels that customers prefer. Businesses should use cloud technology to add multichannel tools and support growing demand for chat, social, SMS and video.
Tags : 
     Cisco
By: Aria Systems     Published Date: Jun 15, 2016
"Differentiate your organization through customer engagement Improving customer experiences has replaced operational efficiency gains as the top objective in customer care executives’ agendas. This Aberdeen report details how “best-in-class” firms are achieving greater customer retention and annual growth as a result. Discover more in the report now >"
Tags : 
     Aria Systems
By: Adobe     Published Date: Jun 15, 2016
Read the white paper to learn how to: - Understand how customers interact with your brand - Translate your data into a clear customer picture - Shift from campaign-based marketing to contextual marketing
Tags : adobe, marketing, cross-channel marketing, customer interaction, contextual marketing, emerging marketing, internet marketing, customer experience/engagement
     Adobe
By: Avaya     Published Date: Jun 15, 2016
"Differentiate your organization through customer engagement Improving customer experiences has replaced operational efficiency gains as the top objective in customer care executives’ agendas. This Aberdeen report details how “best-in-class” firms are achieving greater customer retention and annual growth as a result. Discover more in the report now >"
Tags : networking, crm, software
     Avaya
By: Pega     Published Date: May 25, 2016
The customer experience is critical in today’s fast-paced, demanding world. With so many options at the buyer’s fingertips and the rise of social sharing media, one bad customer experience can haunt an organization. According to” The Forrester Wave™: Dynamic Case Management, Q1 2016” report, in order to improve customer experience, firms must tackle the incident process through smart handling of exceptions, applying analytics for context, and offering real-time and mobile interaction. Here is where dynamic case management (DCM) can be a competitive advantage and Forrester identified 14 of the most significant vendors across 21 criteria in this space with Pegasystems among vendors who lead the pack. Download this Forrester Wave report to see the full 21-criteria evaluation of the dynamic case management (DCM) market and gain insight into the 14 most significant software vendors in order to help enterprise architecture (EA) professi
Tags : case management, forrester, dynamics, enterprise
     Pega
By: Pega     Published Date: May 25, 2016
Customer insights professionals face the challenging task of delivering contextually relevant experiences across the customer life cycle. They need to work with their business technology counterparts to integrate enterprise marketing technologies that manage customer data, provide real-time analytics and insights, and automate cross-channel interactions. Here is where Real-Time Interaction Management (RTIM) is critical, according to The Forrester Wave™: Real-Time Interaction Management, Q3 2015 report, which identified the 11 most significant technology providers in this space across 35 criteria. Forrester defines RTIM as “Enterprise marketing technology that delivers contextually relevant experiences, value, and utility at the appropriate moment in the customer life cycle via preferred customer touchpoints,” and identifies Pegasystems as one a leader in this very diversified pack. Download this Forrester Wave report to
Tags : interaction management, business technology, enterprise, forrester, best practices, pegasystems
     Pega
By: Dynatrace     Published Date: May 20, 2016
The 2016 Digital Experience Report provides a comparative performance assessment for the largest companies across six major industries — banking, brokerage, insurance, media, retail, and travel.
Tags : dynatrace, devops, digital experience, customer experience, digital interactions, performance
     Dynatrace
By: IBM     Published Date: May 16, 2016
The data-driven organization is the new benchmark for success. Firms that harness data to dictate strategic and tactical decisions companywide make more informed business plans, better optimize operations, improve customer interactions, and provide competitive edge. To achieve these benefits, organizations increasingly see data refinement - transforming raw data from various sources into relevant and actionable information and delivering it through self - service access to any user who needs it - as the path toward success by helping break though immature processes and legacy systems. However, data refinement only functions as well as the strategies and approaches behind it. Organizations that do not understand the right way to embrace refinement will fail to catch up to competitors that have mastered the correct approach.
Tags : ibm, forrester, data-driven organization, data, analytics, analytic architecture
     IBM
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: Adobe     Published Date: Apr 22, 2016
No matter your industry, the customer experience has taken centre stage. Master it now, and you’ll set yourself apart from competitors and increase your chances of survival in the unforgiving business world. Here’s how you can reinvent your customer experiences — and revolutionise your marketing.
Tags : customer experience, customer interaction, reinventing the customer experience, marketing experiences, customer, interactive marketing, crm solutions/software, customer experience/engagement
     Adobe
By: Adobe     Published Date: Apr 22, 2016
The following pages illustrate why this alignment is essential in the emerging world of the hyperconnected customer.
Tags : customer experience, customer interaction, reinventing the customer experience, marketing experiences, customer, crm & customer care
     Adobe
By: Adobe     Published Date: Apr 22, 2016
Download Putting Email Marketing in Context to learn: - How to overcome common challenges of personalisation and email - Best practices for implementing contextual email on a low budget - How to measure the effect of your contextual marketing campaigns
Tags : email marketing, personalised emails, marketing, customer service, customer interaction, contextual email, customer experience/engagement, email marketing services/software
     Adobe
By: Adobe     Published Date: Apr 20, 2016
To improve your customer engagement, you need to test and learn from every possible interaction. Forrester provides helpful steps and insights in their report, Optimize Customer Experiences with Online Testing and Continuous Optimization. Read the report to learn: • How to establish an online testing strategy based on continuous optimization • How to elevate your testing by achieving four crucial optimization objectives • Recommendations from Forrester on practical next steps in your optimization journey
Tags : adobe, marketing, data driven marketing, continuous optimization, customer experience, customer engagement, crm & customer care
     Adobe
By: IBM     Published Date: Apr 20, 2016
IBM Behavior Based Customer Insight for insurance: Build a more robust policyholder insight model
Tags : ibm, bbci, insurance, customer interaction, customer retention
     IBM
By: Oracle Service Cloud     Published Date: Mar 24, 2016
Despite the array of new technologies enabling customer contact across web and mobile channels, most serious interactions still have to pass through an agent in order to be resolved. Enterprises can push customers toward self-service, but in the end, people often still need to talk to other people. This means that, even in the best of circumstances, the customer experience is highly dependent on the capabilities of the agent manning the phones. That person needs more than skills and a beneficial temperament; they require a software environment that provides maximum space for flexibility, problem solving, and intuitive task switching.
Tags : oracle, service cloud, customer interaction, customer support
     Oracle Service Cloud
By: Oracle Service Cloud     Published Date: Mar 23, 2016
In the customer service solutions Forrester Wave™ for enterprise organizations, we identified the 11 most significant customer service solutions — eGain, Microsoft, Moxie, Oracle Service Cloud, Oracle Siebel CRM, Pegasystems, Salesforce, SAP Cloud for Service, SAP CRM, SugarCRM, and Verint — and researched, analyzed, and scored them. This report details our findings on how well each vendor fulfills our criteria and where it stands in relation to other vendor solutions in order to help customer service professionals select the right partner for their customer service initiatives.
Tags : oracle, service cloud, service management, customer interaction
     Oracle Service Cloud
By: Oracle Service Cloud     Published Date: Mar 23, 2016
According to Forrester Research, 76% of consumers are using online self-serve to find answers—more than any other support channel, including phone. And they are no longer just looking for customer support directly on companies’ Facebook or Twitter sites. They are seeking help from their peers for quick and easy answers. Companies are recognizing this social service trend and are using customer communities as a platform to enable customers to socially self-serve. This approach can greatly enhance the overall service experience and reduce escalations to an agent. In looking at social service trends and benefits, it’s important to strategically think about the customer community implementation and planning process.
Tags : oracle, service cloud, service management, customer interaction
     Oracle Service Cloud
By: Oracle Service Cloud     Published Date: Mar 23, 2016
The Internet of Things (IoT) is connecting our world in ways that were unimaginable 10 years ago—collecting data on everything we do and using it to streamline our daily activities. In doing so, IoT is changing the way that consumers think about service. Service organizations must be prepared to support these new customer expectations to ensure continued satisfaction to strengthen and foster loyalty. Additionally, IoT is making its way into the enterprise, especially among organizations in industries like utilities, oil and gas, medical devices, manufacturing and telecommunications. Connected devices enable more efficient processes for maintenance and repair by constantly providing information on machines’ performance, environmental conditions, and possible failures. For example, a connected washing machine in a customer’s home could automatically send out an error report to the manufacturer when it experiences a failure. This is where field service management comes in.
Tags : oracle, service cloud, service management, customer interaction, internet of things
     Oracle Service Cloud
By: Oracle Service Cloud     Published Date: Mar 23, 2016
This document defines Oracle’s Customer Experience (CX) Value Equation as the strategic method to identify and measure the value of organizational CX. This model was originally documented in “CX Metrics and KPIs – September 2012.” It has received wide support, and has been the #1 searched hit and downloaded CX KPI document for 3+ years – a significant achievement in this industry – in an era where concepts are replaced daily with the latest, greatest fad. Since the original publication, I have received significant feedback that has been overwhelmingly positive, but with a request to comment on additional topics – most notably: brand impact, shared services, and Oracle’s Road to Modern. This updated paper leverages the original work, adds information around these additional topics and incorporates our continued client experience.
Tags : oracle, service cloud, service management, customer interaction
     Oracle Service Cloud
By: Oracle Service Cloud     Published Date: Mar 23, 2016
The days of ‘buyer beware’ are over. Today it’s ‘seller beware,’ as customers—empowered by technology—share their service experiences. That means every experience must be personalized and consistent across channels and throughout the customer journey. Get it right and you’ll be rewarded with increased revenues and lifelong customers. Get it wrong and 89% of customers will stop doing business with you after one bad experience. So how do you deliver the tailored, seamless service customers demand? Learn how Oracle delivers a complete, connected, stand-out customer service solution as compared with Salesforce.
Tags : salesforce, oracle, service cloud, customer interaction, customer engagement
     Oracle Service Cloud
By: Oracle Service Cloud     Published Date: Mar 23, 2016
The days of ‘buyer beware’ are over. Today it’s ‘seller beware,’ as customers—empowered by technology—share their service experiences. That means every experience must be personalized and consistent across channels and throughout the customer journey. Get it right and you’ll be rewarded with increased revenues and lifelong customers. Get it wrong and 89% of customers will stop doing business with you after one bad experience. So how do you deliver the tailored, seamless service customers demand? Learn how Oracle delivers a complete, connected, stand-out customer service solution as compared with KANA.
Tags : customer interaction, customer service, oracle service cloud, kana
     Oracle Service Cloud
By: Oracle Service Cloud     Published Date: Mar 23, 2016
The days of ‘buyer beware’ are over. Today it’s ‘seller beware,’ as customers—empowered by technology—share their service experiences. That means every experience must be personalized and consistent across channels and throughout the customer journey. Get it right and you’ll be rewarded with increased revenues and lifelong customers. Get it wrong and 89% of customers will stop doing business with you after one bad experience. So how do you deliver the tailored, seamless service customers demand? Learn how Oracle delivers a complete, connected, stand-out customer service solution as compared with eGain.
Tags : oracle, service cloud, customer interaction, customer service
     Oracle Service Cloud
By: Oracle Service Cloud     Published Date: Mar 23, 2016
In the early 2000s, two vastly different businesses—baseball and field service management—began to use advanced statistical analysis to gain an advantage over their competitors. They both revolutionized their respective fields by using statistical knowledge to improve performance. The new approach replaced old models and methods and attained shockingly good results as both set new standards for their respective industries. In this white paper, you will learn the general concepts behind predictive analytics and how they can be applied to a field service organization. The paper will cover the basic metrics that should be tracked, the use of performance pattern profiles, and how these principles can predict future events.
Tags : oracle, service cloud, service management, customer interaction
     Oracle Service Cloud
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