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By: SAP     Published Date: Nov 04, 2015
Download this eBook to learn more about these 6 strategies to simplify retail marketing: 1. Collect, consolidate, and analyze data 2. Integrate marketing and merchandising 3. Offer a consistent omnichannel experience 4. Deliver real-time, personalized customer engagements 5. Measuring marketing ROI 6. Stimulate loyalty and advocacy
Tags : retail marketing, sap, data analytics, merchandising, omnichannel experience, customer engagement, roi, customer loyalty
     SAP
By: Genesys     Published Date: May 10, 2016
A Multi-Company Cost Savings and Business Value Analysis for Enterprises
Tags : genesys, total economic impact, omnichannel, engagement, contact center, customer experience
     Genesys
By: Genesys     Published Date: May 10, 2016
Download this tip sheet to learn eleven metrics for building your business case for omnichannel customer service.
Tags : genesys, omnichannel, contact center, customer experience, metrics
     Genesys
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: May 10, 2016
Most contact centers now allow customers to interact through non-voice, digital channels, but still monitor performance only in voice.
Tags : genesys, nemertes, omnichannel, contact center, metrics, customer experience
     Genesys
By: Genesys     Published Date: May 10, 2016
When people engage via digital touchpoints with your organization, they may forge seemingly random, winding paths along their journeys. Yet, no matter how many channels or interactions are involved, for the customer it is a single experience.
Tags : call center, cloud call center, cloud contact center, omnichannel, genesys, ebook, digital customer service, customer experience
     Genesys
By: Genesys     Published Date: Jul 24, 2017
Read this eBook. It deep dives into the top 10 myths of omnichannel customer engagement.
Tags : customer engagement, call centers, contact center, omnichannel, customer engagement
     Genesys
By: Zendesk GmbH     Published Date: Apr 20, 2018
Wie es so schön heißt: Wer nicht wagt, der nicht gewinnt. Heute stehen Verbraucher über mehr Kanäle als je zuvor mit Einzelhändlern und Marken in Kontakt. Für Retailer bedeutet dies enorme Chancen, neue Zielgruppen zu erreichen, den Umsatz zu steigern und Kunden langfristig zu binden. Die kanalübergreifende Interaktion mit Verbrauchern ist aber auch mit höheren Risiken verbunden. Kunden erwarten, dass Unternehmen vom ersten Kontakt bis zum eigentlichen Kauf ein nahtloses, angenehmes Erlebnis bieten – gleichgültig, welchen Kanal sie nutzen und wie sie mit der Marke interagieren: in einem Laden, auf der Website, über die Mobil-App, mit dem Call Center oder sogar mit dem Katalog. Wenn etwas nicht so läuft, wie der Kunde es sich vorstellt, so wird er dieselben Kanäle nutzen, um seinem Unmut Luft zu machen und um Hilfe zu bitten.
Tags : 
     Zendesk GmbH
By: Applause Israel     Published Date: Sep 25, 2018
In the midst of an overwhelming amount of disruption taking place in the retail banking industry, a clear path to success has emerged. Banks that want to continue to gain and retain loyal customers must make it easier to bank with them. According to a survey that included 760 different banks and credit unions, the most important priority for 2017 and beyond is the removal of friction from the customer journey.1 To clarify, today’s customer journey includes both the customer experience at local branch locations as well as their experience while interacting with websites, mobile apps, smart watches, and anything else that is connected to the Internet. The battleground for customers has shifted to the digital world, and retail banks must adapt quickly as crafty Fintech startups and tech giants like Amazon, Apple, and Google continue to push the limits of what is possible with technology. If digital channels aren’t approached correctly, they can add complexity to the customer experience in
Tags : 
     Applause Israel
By: Spredfast, Inc.     Published Date: Oct 22, 2014
During the busy holiday season, it takes exceptional marketing to stand out from the crowd. Make a statement with social integrations that place your customer at the heart of your campaign. It’s a timeless look. During the 2013 holiday season, luxury watch retailer Tourneau increased watch sales 57% by helping fans find the perfect gift with their omni-channel #TourneauKnows campaign. Just as in fashion, your brand should seek campaign inspiration further afield. Take a cue from tech sector giant, Cisco, who breathed new life into the banner ad by creating socially powered ad units. It was an arresting experience that aligned with readers of The Huffington Post, where the ads were displayed. If you are seeking new, innovative ways to capture your audience’s attention this holiday season—look no further—we’ve curated the top five social experiences for the holidays to inspire your efforts.
Tags : spredfast, holidays, social media, social experiences, creativity, instagram, daily deals, black friday
     Spredfast, Inc.
By: hybris software     Published Date: Mar 04, 2013
Best Practices to Consider when Evaluating Commerce MDM Vendors and Solutions
Tags : customer experience/engagement, e-commerce
     hybris software
By: KANA®, A Verint® Company     Published Date: Aug 07, 2014
Save time and money by taking advantage of existing resources in a new way. KANA offers a unified, omni channel desktop that allows you to transform your customer experience without the cost and complexity of rip and replace.
Tags : kana, customer experience, case management, process improvement, empowering employees, maturity assessments, customer satisfaction, loyalty
     KANA®, A Verint® Company
By: KANA®, A Verint® Company     Published Date: Aug 07, 2014
Just as organizations have finally gotten on board with the move to omnichannel customer service —offering a seamless consumer experience through available shopping channels—the game has changed once again.
Tags : customer service, multimodal, consumer experience, shopping, channels, technology advances, customer experience/engagement, e-commerce
     KANA®, A Verint® Company
By: KANA®, A Verint® Company     Published Date: Aug 14, 2014
In the words of Forrester Research Inc's Senior Analyst, David Aponovich, "the time is now to reinvent yourself to operate in a digital, connected, omnichannel world where the customer has more information, more choice, and is demanding better and more personalized service and support. Hear why he anticipates that 'Consumers are going to slide with the businesses that best deliver these things in the most effective and personal way.
Tags : kana, forrester, omnichannel, consumer, personalized service, support, customer service
     KANA®, A Verint® Company
By: NetSuite     Published Date: Feb 17, 2016
The examples that follow illustrate some of the actual challenges that legacy ERP solutions cannot meet. The examples are placed within 5 broad categories of benefits that NetSuite OneWorld customers realised after deploying the cloud-based solution. 1. Standardising business processes and data 2. Omnichannel on a common platform 3. Multiple brands on a common platform 4. Rapid and easy global expansion 5. Managing multicurrency, international business
Tags : cloud-based erp, netsuite, software as a service, saas, netsuite oneworld, legacy erp, standardization, omnichannel
     NetSuite
By: IBM     Published Date: Jul 28, 2016
Third party white paper from FitforCommerce and IBM on the 5 roadblocks to avoid on the journey to omnichannel retail success.
Tags : ibm, omnichannel, omnichannel retail success, fitforcommerce, commerce, analytics
     IBM
By: IBM     Published Date: Aug 16, 2016
In this executive report, based on cumulative research over the past five years by the IBM Institute for Business Value we will explore how the emergence of digital technology, and the increasing willingness of consumers to use it, has disrupted the retail industry at virtually every level – from shoppers, to megastores, to digital to social media, and more. Further, we will provide recommendations that can enable retailers to position themselves to slice through this disruption and provide seamless, omnichannel customer experiences and conversations that can help build customer loyalty, create value and positively impact the bottom line.
Tags : ibm, commerce, retail, customer analytics, ibm institute for business value, digital technology
     IBM
By: IBM     Published Date: Oct 11, 2016
Third party white paper from FitforCommerce and IBM on the 5 roadblocks to avoid on the journey to omnichannel retail success.
Tags : ibm, commerce, b2c, b2c ecommerce, ecommerce, omnichannel, retail success, e-commerce
     IBM
By: IBM     Published Date: Oct 17, 2016
Why do organizations seek to design effective multi-channel customer journeys? Because customers today demand it. Download this research study from Hypatia Research Group to learn how global organizations are successfully utilizing various analytical techniques like descriptive, diagnostic, predictive, prescriptive and cognitive analysis to create a successful omni-channel customer journey.
Tags : ibm, commerce, analytics, customer analytics, insights, research, customer journey
     IBM
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 22, 2018
Your customers expect effortless and personalized engagement across all their channels. Delivering exceptional customer service requires the platform, infrastructure, applications and resources to identify, route and switch interactions seamlessly between agents and channels, while keeping relevant data available throughout the customer journey. Download this paper to learn how to: • Transform single interactions into personalized customer journeys • Empower employees with the right set of tools, including a unified desktop • Quickly deploy new technologies, like blended artificial intelligence (AI), bots and virtual assistants to exceed your customers’ rapidly evolving expectations
Tags : contactbabel, contact center, omnichannel, routing, customer experience
     Genesys
By: Genesys     Published Date: Feb 22, 2018
Is Your IT Team Ready to Enable Digital Transformation? Customers want fast access to information and immediate problem resolution on any device, from any location, at any time. It’s up to IT to build the foundation for this digital transformation—and increasingly, it’s cloud-based. Make sure your IT team is on track to deliver. An omnichannel contact center platform gives you a single, integrated view of the entire customer journey. And as a cloud-based solution, IT has the flexibility to deploy advanced features fast and cost-efficiently. Read this white paper from Frost & Sullivan for a pragmatic approach to: • Identify process changes and goals with lines of business • Benchmark your current infrastructure and technology gaps • Consider cloud omnichannel solutions for easier deployments and simple scalability
Tags : frost & sullivan, customer engagement, contact center, omnichannel
     Genesys
By: Genesys     Published Date: Feb 22, 2018
Customer expectations have changed. Self-service options on the channels of their choice are a given. And when self-service is not enough, they want live agents who can step up and make it a seamless transition. Take a new approach to customer engagement today—or your customers won’t be back tomorrow.
Tags : frost & sullivan, contact center, omnichannel solution, customer engagement
     Genesys
By: Genesys     Published Date: Feb 26, 2018
Historically, upgrading your contact center solution was a costly endeavor. The Genesys® PureCloud™ solution breaks the mold with a three-year 571% ROI and payback in less than three months.
Tags : genesys purecloud, forrester, purecloud platform, omnichannel contact center solution
     Genesys
By: Genesys     Published Date: Feb 26, 2018
PureCloud was designed to simplify the way you manage customer relationships. It’s powerfully simple, fast and intuitive. But you don’t have to take our word for it. Get a better look at the benefits and tools of Genesys PureCloud in a new report by Nucleus Research. For their study, Nucleus examined past and current customer experiences, breadth of functionality and results of use.
Tags : nucleus research, genesys purecloud, genesys, omnichannel, customer experience
     Genesys
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