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By: Oracle     Published Date: Nov 13, 2013
This Executive Brief explores the role of service and support in creating great customer experiences, the service goals market leaders use related to customer experience, the Oracle approach for empowering new service experiences, and how Oracle’s service solutions can help organizations create and manage their own great customer experiences across all channels, touchpoints, and devices.
Tags : zenithoptimedia, oracle, executive strategy series, customer experience, empowering people, take initiative, power your brand, oracle service solutions
     Oracle
By: Oracle     Published Date: Nov 13, 2013
3 best practices for providing ‘a little extra service’ using chat and email management that will save your company money and drives high customer satisfaction at the same time.
Tags : zenithoptimedia, oracle, customer satisfaction, customer interaction, customer service, live chat, email management, personalized web self-service
     Oracle
By: IBM     Published Date: Nov 12, 2013
The age of the customer. Possibly no term better illustrates the current era of business. Customers expect their experience to be flawless at every touchpoint, and with competitors only a click (or tap) away, company leaders have a strong incentive to deliver. Online retailers have set a high standard in the way that they engage customers on an ongoing basis—not just during the commercial transaction, but before, during and after each interaction with the customer. Can service providers in industries such as banking, insurance, healthcare and government meet the challenge?
Tags : business operations, business process management, bpm, process automation, smarter process, age of customer
     IBM
By: Adobe     Published Date: Nov 07, 2013
Aberdeen's Insights provide the analyst's perspective on the research as drawn from an aggregated view of research surveys, interviews, and data analysis.
Tags : adobe, aberdeen group, analyst insight, technology tools, buying behavior, customer experience management, cem, buyer interactions
     Adobe
By: Adobe     Published Date: Nov 07, 2013
Advanced management and tracking in Adobe Social helps Sky Bet drive revenue through timely delivery of targeted high-impact social campaigns.
Tags : adobe, skybet, success story, advanced management, adobe social, drive revenue, traditional digital marketing, drive new customers
     Adobe
By: Oracle     Published Date: Nov 06, 2013
Social channels are now at the forefront of customer service
Tags : social customer service, social media, customer service, customer care, contact center, social contact center, social customer care, social care
     Oracle
By: IBM     Published Date: Nov 05, 2013
Providing a superior experience for citizens and constituents is not easy, and gone are the days when problematic customer interactions can be smoothed over by empathetic service representatives. In an omni-channel world, the number of citizen touchpoints is not only increasing, but is increasingly automated, and governments will not get many chances to take the steps that are required to make things right. Unlike at any other time in history, the quality of your operations will shine through, in virtually every interaction with the citizen. A Smarter Process approach helps you to reinvent business operations in the era of the citizen.
Tags : government, smarter process approach, agility, business process management, bpm, cities, efficient government
     IBM
By: IBM     Published Date: Nov 05, 2013
We live in an era in which customers expect perfection from their service providers. With competitors only a click (or tap) away, companies have a strong incentive to deliver flawless operations. Online retailers have “set a high bar” in the way they engage customers throughout the entire sales process—not just during the commercial transaction, but before, during and after the transaction. Your operations must be seamless, because individuals enjoy an interconnected and ubiquitous experience. And your operations must be insightful, because every personal and professional interaction is targeted and relevant. A Smarter Process approach helps you to reinvent business operations in the era of the customer.
Tags : business operations, business process management, bpm, process automation, healthcare, smarter process, life sciences, health plan
     IBM
By: Oracle     Published Date: Nov 01, 2013
3 best practices for providing ‘a little extra service’ using chat and email management that will save your company money and drives high customer satisfaction at the same time.
Tags : zenithoptimedia, oracle, customer satisfaction, customer interaction, customer service, live chat, email management, personalized web self-service
     Oracle
By: Oracle     Published Date: Nov 01, 2013
This Executive Brief explores the role of service and support in creating great customer experiences, the service goals market leaders use related to customer experience, the Oracle approach for empowering new service experiences, and how Oracle’s service solutions can help organizations create and manage their own great customer experiences across all channels, touchpoints, and devices.
Tags : zenithoptimedia, oracle, executive strategy series, customer experience, empowering people, take initiative, power your brand, oracle service solutions
     Oracle
By: Salesforce.com     Published Date: Oct 28, 2013
Just 7% of consumers say that customer service experiences they have with companies typically exceed their expectations. Now think about how you could succeed and profit as a business if you not only continually offered good service to your customers, but also frequently offered more than what they expected. Discover: The secrets to lining up your customer service with your brand. The best way to train employees. How to make employees feel good about giving great service. The significance of monitoring customer interactions. Which customer metrics you should pay attention to. The cheapest way to earn new customers. Download this ebook to learn what you need to do to give customers what they want and earn a customer for life!
Tags : customer service, best practices, 6 secrets, managing expectations, employee training, metrics, customer interactions
     Salesforce.com
By: Genesys     Published Date: Oct 16, 2013
Earlier this year, Gartner released the 2013 Magic Quadrant for Call Center Infrastructure, an annual report that analyzes call center infrastructure vendors for completeness of vision and ability to execute. Explore and compare contact center solutions from today's top vendors and decide which solution is right for you. This is the fifth consecutive year that Genesys has been named a worldwide Leader for Contact Center Infrastructure. The Genesys Customer Engagement platform (referred to as the Customer Interaction Management or ‘CIM’ platform in the report), is the industry’s most complete platform on which companies can deploy an all-in-one, end-to-end scalable contact center Get the 2013 Gartner Magic Quadrant for Contact Center Infrastructure now!
Tags : contact centers, business value, functions, applications, inbound, outbound calling, social media analytics, integration tools
     Genesys
By: Genesys     Published Date: Oct 16, 2013
Enterprise Workload Management gets the right work to the right person at the right time, eliminating the outdated manual distribution of work model. Enterprise Workload Management finally gives organizations the ability to correlate the work that customer service interactions create in the front office -- with the best resource within the organization required to complete that work in the back office. Enterprise Workload Management ensures that the highest priority work is being handled by the right resource, and gives managers real-time visibility into when the work will be completed, as well as reports that show the outcomes of the work. Customers get notified when an order or application is processed instead of waiting to hear or having to repeated call back. Employees get specific coaching and training plans based on the results of their work.
Tags : contact center, customer service, customer relationship management, technology, business process management, bpm, crm
     Genesys
By: IBM     Published Date: Oct 15, 2013
Understanding customer behavior can be as inscrutable as a foreign language unless you use analytics to decipher it.
Tags : ibm enterprise marketing management, emm, predictive analytics, visual exploration, likes and dislikes, collecting customer data, monitor customer behavior, understanding individuals
     IBM
By: IBM     Published Date: Oct 15, 2013
Good marketing is like a conversation. You have to listen to your customers. In our connected world, that means listening to the data they generate in their interactions with your brand.
Tags : enterprise marketing management, emm, capitalize market, data driven marketing, data collection struggle, data trails, customer behavior, mistargeted market
     IBM
By: IBM     Published Date: Oct 15, 2013
How behavioral analytics fuels more personalized marketing
Tags : increasing marketing value, improve returns, optimize websites, personalized marketing, web analytics, provide specific insights, personalization process, web marketers
     IBM
By: Oracle     Published Date: Oct 02, 2013
Migrating to a new interconnected service culture, powered by smart devices and the Web
Tags : oracle, customer experience, 2013 trends to watch, search marketing
     Oracle
By: Plantronics     Published Date: Sep 27, 2013
The cloud can provide cost savings, flexibility and more for your business. From smooth customer interactions and seamless mobile operations to increased operational efficiencies -see how beneficial (and simple) it is to give your employees that freedom to work wherever, whenever.
Tags : cloud, cloud computing, cloud services, technology, mobility, remote access
     Plantronics
By: Interactive Intelligence     Published Date: Sep 11, 2013
Contact centers have long played a vital role in the insurance industry. Prospects and customers use them to get product information and quotes and then submit applications. Insurance agents and advisors rely on contact centers to tap into expertise and handle business and technical issues. Policyholders and members make inquiries or changes to their policies, or conduct financial transactions. Claimants call in to report accidents and check on the status of their claims. The list could go on, but the meaning is clear. Contact centers are major contributors to many key parts of the insurance business, especially the parts that require direct interaction with customers or agents. As a result, contact centers now play a critical role in an insurer’s journey toward becoming more customer-centric.
Tags : interactive intelligence, contact centers, insurance industry, prospects, customers, product information, quotes, members
     Interactive Intelligence
By: Adobe     Published Date: Aug 22, 2013
This report gives customer experience professionals the tools and processes they need to act on digital customer experience improvement across touchpoints like websites, mobile phones, and tablets. Forrester recommends 10 tactics for evaluating digital touchpoints and determining customers' needs, proven and emerging methodologies for redesigning digital interactions, and best practices for ensuring that your digital experiences support your business objectives.
Tags : customer experience management, digital experiences, customer experience, interactive marketing, customer experience/engagement
     Adobe
By: IBM     Published Date: Aug 21, 2013
Enterprise Marketing Management, or EMM, is a software technology solution for marketing organizations that provides a comprehensive marketing platform for managing customer and prospect interactions throughout the customer lifecycle. Before introducing the IBM® Enterprise Marketing Management suite, here are some recent observations about today’s marketing environment that set the context in which IBM is seeking to meet the needs of marketers. The practice of marketing is challenging these days because of the rise of the “empowered customer.” Today’s customers are well-informed, use other people as their primary information source, interact with companies through multiple channels, touch points and media, and want (but rarely get) a superior customer experience—and have outlets for venting frustration when they don’t get what they want.
Tags : marketing, enterprise marketing management, interactive marketing, marketing channels, emm, ibm, customer relationship management, marketing environment
     IBM
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