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customer interaction

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By: Adobe     Published Date: Mar 03, 2017
With all the devices and channels out there, it’s harder than ever for companies to maintain a consistent brand experience. There are more ways for customers to connect with companies than ever before. And they expect each and every interaction to feel connected, cohesive, and personal. For marketers to connect the dots for customers, they need to fully understand the customer journey. Read The Sum of Its Parts to learn: • How the customer experience can be your competitive edge • The importance of providing consistent experiences across all channels • Four strategies for future-proofing your customer experience
Tags : customer experience, brand experience, branding, customer interaction
     Adobe
By: Adobe     Published Date: Jun 22, 2017
With all the devices and channels out there, it’s harder than ever for companies to maintain a consistent brand experience. There are more ways for customers to connect with companies than ever before. And they expect each and every interaction to feel connected, cohesive, and personal. For marketers to connect the dots for customers, they need to fully understand the customer journey. Read The Sum of Its Parts to learn: • How the customer experience can be your competitive edge • The importance of providing consistent experiences across all channels • Four strategies for future-proofing your customer experience
Tags : customer engagement, brand experience, channeling, customer journey, competitive edge
     Adobe
By: Adobe     Published Date: Sep 12, 2017
With all the devices and channels out there, it’s harder than ever for companies to maintain a consistent brand experience. There are more ways for customers to connect with companies than ever before. And they expect each and every interaction to feel connected, cohesive, and personal. For marketers to connect the dots for customers, they need to fully understand the customer journey.
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     Adobe
By: Adobe     Published Date: Jul 15, 2019
With an ever-growing array of customer interactions, especially digital, businesses are rapidly looking to gain competitive advantage by using data and insights at scale to create and activate 360-degree profiles of their customers to deliver a better experience. In a rush to accelerate digital growth and improve their business strategies, many global enterprises have built soiled, redundant technology environments, resulting in inaccurate, or worse, conflicting views of their customer's brand interactions. For example, Forrester's research reveals that 90% of enterprises use multiple analytics tools.
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     Adobe
By: Zendesk GmbH     Published Date: Apr 25, 2018
Zendesk commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential return on investment (ROI) that organizations may realize by utilizing Zendesk’s customer support products to improve handling customer interactions. The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of Zendesk on their organizations. To better understand the benefits, costs, and risks associated with a Zendesk implementation, Forrester interviewed seven organizations with experience using Zendesk’s customer support products.
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     Zendesk GmbH
By: LogMeIn     Published Date: Apr 24, 2014
This Harvard Business Review provides valuable insights into the truth about the customer service experience.
Tags : customer experience, customer journey, rescue, harvard, customer interaction
     LogMeIn
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: QuickPivot     Published Date: Oct 20, 2015
Email effectiveness remains strong but the connected marketing organization fuels growth
Tags : customer interaction, channel attribution, email effectiveness, marketing, email marketing, emerging marketing, social media, advertising agencies
     QuickPivot
By: ttec     Published Date: Jul 24, 2019
The pace of automation in the contact center is accelerating as it moves from IVR and routing to artifi cial intelligence and bots. With the digitization of contact center operations, the status quo is being upended. Technological advances in robotic process automation (RPA), AI, and machine learning (ML) for both customer and employee interactions are literally changing the face of customer care. Simple, repetitive tasks don’t need a person to do them anymore. Chatbots and self-service knowledgebases put the control in customers’ hands to resolve their own issues quickly. Information from across the business can more easily be accessed, integrated, and analyzed to streamline backoffi ce and customer-facing functions. Companies are creating digital worker factories that leverage AI and ML to improve their business.
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     ttec
By: Dyn     Published Date: Jul 29, 2015
This whitepaper reviews three fundamental reasons to add IPM services to your performance management arsenal including: • Performance management considerations for websites and cloud-based services • The role APM and NPM solutions can play in optimizing code and enterprise IT infrastructure • How complementary IPM services can help you make educated cloud and network service provider partnering decisions to improve user experiences, customer interactions, and business outcomes
Tags : apm, npm, internet performance management, application performance management, network performance management, enterprise it infrastructure, user experience, customer interactions
     Dyn
By: Genesys     Published Date: Feb 12, 2019
Forrester Research has found that companies that prioritise their customer experience transformation perform better. Companies included in their report, “Drive Marketing and CX Convergence with Modern Technology,” experienced: 68% increase in revenue 67% improvement in market differentiation 72% acceleration of digital business Delivering customer experiences that produce results like this requires a strategic approach across your company and the ability to turn disparate interactions into a consistent, personalised customer journey. Read this ebook for three strategies that get you started.
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     Genesys
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: Interactions     Published Date: Feb 27, 2019
As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Many reports say that millennials prefer digital channels—like web chat or texting—while older generations still prefer voice channels. Previous Interactions research has shown that this isn’t necessarily the case, and that the issue of channel choice is often far more complex—depending on factors such as the company consumers are trying to contact, and the complexity of the issue the consumer is trying to resolve.
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     Interactions
By: Data Stax     Published Date: Oct 14, 2016
Financial services companies engage with customers across multiple channels and across a range of financial products. This wealth of customer information is often stored in isolated data silos. Building a 360° view of the customer can directly impact customer experience and help banks grow customer retention, upsell products and provide compelling interactions. This paper examines the challenges these institutions face when creating a 360° view of every customer interaction, what database requirements the lines of business should look into, and use cases to benefit from by leveraging DataStax Enterprise, the database platform purpose built to power cloud applications.
Tags : datastax, netflix, mint bills, digital, personalization
     Data Stax
By: Adobe     Published Date: Feb 03, 2015
This report provides you with essential direction for putting people, processes, and technology in place to achieve digital experience excellence.
Tags : transforming digital marketing, digital experience excellence, customers interaction and engagement, digital experience, social media, interactive marketing, customer experience/engagement, social media marketing
     Adobe
By: Aimia     Published Date: Mar 25, 2014
Identify the most important inflection points along your customer journey from curious newcomers to brand loyalists. In this Retail Brief, learn the 10 most important loyalty moments of truth — and offer a few guidelines for getting them right.
Tags : aimia, inflection points, marketing, customer loyalty, customer interaction, loyalty program. post-purchase service, interaction data, purchase cycle
     Aimia
By: SPSS, Inc.     Published Date: Mar 31, 2009
This whitepaper makes the case for using predictive analytics as a catalyst for that growth. It includes best practices from several global companies.
Tags : spss, roi, customer interactions, predictive analytics, return on investment, predictive insight, crm, customer relationship management
     SPSS, Inc.
By: SPSS     Published Date: Jun 30, 2009
This whitepaper makes the case for using predictive analytics as a catalyst for that growth. It includes best practices from several global companies.
Tags : spss, roi, customer interactions, predictive analytics, return on investment, predictive insight, crm, customer relationship management
     SPSS
By: Telstra     Published Date: Jan 27, 2016
This white paper reveals how Telstra helps a range of customers across multiple industries transform their businesses through digital technology.
Tags : digital technology, digital business, digital transformation, telstra, customer interaction, on-demand content, share content, data
     Telstra
By: Adobe     Published Date: Jul 04, 2016
More and more interactions are shifting from the desktop to smartphones and tablets, so the value of that screen and the massive potential it represents grows daily. As do the opportunitie —and potential pitfalls—for marketers.
Tags : mobile, mobility, customer interaction, mobile devices, crm solutions/software, customer experience/engagement, mobile marketing
     Adobe
By: Zendesk Ltd     Published Date: Sep 11, 2018
Customers have caught on that support interactions are getting better. When they reach out, they’ve come to expect an instant response that says “we’re here for you”. When they want information, it’s expected to be accurate, up-to-date, and easily accessible. Essentially, they come to expect efficiency during support interactions. As a result, businesses are becoming more cognizant of their self- service offerings. Customers want to be left feeling empowered; it’s even better when they can do so on their own. Self-service saves time for agents, cuts down on organizational costs, and leaves the customer with a positive outlook of a brand. This eBook delves into how AI can enhance your customer self-service offerings with automatically-generated knowledge bases, content cues for your service agents, and chatbots.
Tags : customer service, customer experience, artificial intelligence, chatbots, self-service
     Zendesk Ltd
By: IBM ILOG.     Published Date: Jul 14, 2009
This white paper discusses one of the most effective ways to extend CRM functionality to competitively enhance your customers' experiences. By using business rules as a non-disruptive extension to your existing CRM system, you will facilitate highly personalized, flexible and consistent interactions in real time at the point of contact. Learn more today!
Tags : ibm, crm, functionality, customer, efficiency, system, flexible, atm
     IBM ILOG.
By: Powered Inc.     Published Date: Mar 26, 2009
Read this report to learn how to harness the power of managed online communities to increase ROI and build relationships with your customers. Unlike other marketing programs, online communities allow businesses to engage with customers through a combination of expert content and online community interactions. Throughout the Customer Lifecycle - from Awareness to Advocacy – clients achieve measureable results with real-time data and insights.
Tags : powered, social marketing, roi, benchmarking, customer satisfaction, brand affinity, brand loyalty, customer lifecycle
     Powered Inc.
By: Adobe     Published Date: Sep 08, 2011
Review the new architecture based on OSGI, JCR and Sling which can run directly in a Java virtual machine.
Tags : adobe, cem, customer experience management, best practices, customer interactions, enterprise applications, cloud compatibility, rias
     Adobe
By: IBM     Published Date: Dec 12, 2006
This paper gives the reader an overview of the functionality of IBM's WebSphere Customer Center, and explains why IBM is the strategic partner that more Fortune 500 companies select as their strategic platform for Customer Data Integration.
Tags : cdi, customer data integration, data management, data integration, customer service, customer interaction service, websphere, name matching
     IBM
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