By: Adobe
Published Date: Oct 05, 2016
The Succeeding in the Omnichannel Age report, produced by Econsultancy in association with Adobe, looks at the extent to which organisations take an integrated approach to marketing across different channels and use cross-channel campaign management tools.
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How Lowe’s, a Fortune 50 retailer, transformed into a omnichannel commercial success with digital performance management. In this case study, learn how Lowe’s transformed into a performance culture and delivered:
Over USD$1 billion in eCommerce sales driven with growth in traffic and conversion
Slashed average page load speed by half
Correlated site performance with sales impact using predictive analytics
Established data-driven decision making for increased customer focus and revenue
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By: Zendesk
Published Date: Dec 10, 2018
Não importa qual o tipo ou o horário de operação da sua empresa: sua porta
está sempre aberta. Atualmente, os clientes fazem perguntas a qualquer hora do dia ou da noite
e esperam ser respondidos (desde que não demore muito). Isso representa um desafio para a
maioria das empresas: como antecipar os canais que o cliente vai querer ou dos quais vai
precisar? E como determinar se esses canais serão eficientes para a sua organização? A
resposta simples é: sim, você precisa. E este guia vai explorar exatamente isso. Os clientes
querem entrar em contato com as empresas de várias formas e esperam que cada interação com
a marca seja consistente com as conversas que teve antes e as que terá depois. Aprenda como
com a solução omnichannel do Zendesk.
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By: Zendesk
Published Date: Dec 10, 2018
“O cliente tem sempre a razão” é uma máxima que a Zendesk leva muito a
sério. O que o cliente quer? O que ele precisa? Esse é o foco de todas as atividades da Zendesk.
De pequenas empresas que desejam crescer rapidamente e estabelecer suas marcas a grandes
empresas que querem manter a fidelidade dos seus clientes, a Zendesk capacita corporações
para que elas atendam, sem interrupções e em tempo real, a grandes bases de clientes nos
canais que elas desejam, e utilizem dados e análises nas suas interações com os consumidores.
Nesse ebook, você verá como organizações como a NatureBox, a Uber e a Instacart usam o
Zendesk de maneiras inovadoras para criar experiências do cliente otimizadas e simples.
Você aprenderá sobre:
? O fornecimento de suporte omnichannel personalizado em larga escala
? A personalização e manutenção de operações de suporte com facilidade
? O gerenciamento de fluxos de trabalho de suporte avançados para maximizar a
produtividade
? A descoberta de informações sobre os c
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By: IBM APAC
Published Date: Aug 25, 2017
Consumerization of IT and the Internet of Things (IoT) are revolutionizing how people live. Users are increasingly becoming accustomed to instant gratification when using technology in their personal lives, whether for gaming, shopping or managing their daily activities. And they want the same kind of immediate service when they go to work. To address this expectation, IT support needs to adapt, evolve and even revolutionize itself or become outdated. In short, IT support must reinvent itself into a friendly, proactive service that is tied directly to a business’ profitability.
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By: Cisco
Published Date: Oct 06, 2015
Read more to learn more about the omnichannel value proposition, and why it represents the next generation of contact center technology.
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In the application economy, speed, innovation and quality have become table stakes. If you can’t meet your customers’ expectations, they will surely find a competitor who can. Whether your organization is in one of the sectors facing the most intense digital competition—insurance, banking, telecommunications or retail—or in a more traditional industry, how rapidly and successfully you embrace a software-driven digital transformation strategy will likely have a profound effect on your organization’s long term viability. Within this transformation sphere, the development of “omnichannel” or “digitally-connected multi-channel” capabilities is a key priority. CA Technologies can help you deliver a consistent, integrated and quality customer experience, regardless of how your customers choose to interact with you.
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By: SAP
Published Date: May 15, 2015
This report details our findings about how well each vendor fulfills our criteria and where they stand in relation to each other to help eBusiness professionals select the right partner for their B2C online and omnichannel commerce needs.
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The key to order management success is to recognize that the product alone is no longer what is being sold, but the entire purchase experience from the point of view of the customer. Each retail task is a challenge that brings the customer and their needs to the center of the conversation. With the help of IBM Order Management and Watson Order Optimizer, your company can address the key challenges of optimizing inventory and minimizing cost-to-serve while delivering omni-channel services that satisfy your customers.
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Today’s empowered consumers want to shop anywhere, anytime and they expect nothing less than a seamless experience with all their needs accommodated as they shift among mobile, digital and physical channels. They want the freedom and choice of online shopping, balanced with the comfort and immediacy of a physical store. They want to research and select items from their armchair, check out offers when they’re on the move and then try out products in the store.
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In Forrester’s 40-criteria evaluation of omnichannel order management (OMS) vendors, we identified the nine most significant software providers in the category — Aptos, IBM, Jagged Peak, Kibo, Manhattan Associates, NetSuite, Oracle, Radial, and SAP Hybris — and researched, analyzed, and scored each. This report details our findings about how well each vendor fulfills our criteria and where each stands in relation to one another to help eBusiness professionals select the right partner for their omnichannel order management needs.
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Flexible and quick fulfillment of online orders has become a differentiator for retailers in the battle for omnichannel customers. But omnichannel fulfillment is expensive and difficult to execute, eroding already thin margins and exposing fragile fulfillment systems. Furthermore, the amount of data that must be processed to ensure the most profitable transaction is more than a fulfillment professional can handle alone, with literally hundreds of decision points to consider.
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By: Genesys
Published Date: May 10, 2016
Your Guide to Evaluating, Selecting and Modernizing Your Contact Center to Deliver Exceptional Customer Experience
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By: Genesys
Published Date: May 10, 2016
Integrating Phone Self-Service Into the Omnichannel Customer Experience
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By: Genesys
Published Date: Jul 27, 2016
Download this eBook to learn:
What is an omnichannel agent desktop and how it can help transform customer experience
Five capabilities to look for in an omnichannel desktop
Success stories of how industry leaders have achieved improvements in agent efficiency, first contact resolution, average handle time and NPS
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By: Genesys
Published Date: Jul 27, 2016
This white paper discusses how you can:
• Overcome limitations of queue based with orchestrated routing
• Design personalized, low-effort, end-to-end customer journeys
• Match your customers with the best available resource at the right time in the right channel
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By: Genesys
Published Date: Jul 27, 2016
Customer service has been, and will continue to be, a central concern for most companies. Designing and delivering a positive customer experience relies heavily on the framework and capabilities of your call center or contact center, specifically the ability to support omnichannel interactions.
The IDC MarketScape examines 12 key players in the worldwide contact center infrastructure and software (CCIS) market, analyzing their current capabilities as well as longer term strategies that impact their ability to service customers and gain market share going forward.
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By: Genesys
Published Date: Jul 27, 2016
The Forrester Total Economic Impact™ (TEI) study examines the potential return on investment (ROI) and benefits enterprises may realize from their investment in the Genesys Omnichannel Engagement Center Solution.
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By: Genesys
Published Date: Jul 27, 2016
Your Guide to Delivering Seamless, Personalized
Customer Experiences across Digital and Voice Channels
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By: Genesys
Published Date: Aug 11, 2016
Download now! Learn how to evaluate the financial impact of your Omnichannel Engagement Center Solution investment. Also learn how you can achieve the following benefits:
• 50% reduction in cost to integrate new contact center agents
• 50% reduction in customer abandonment at key points in the customer journey
• 12.5% improvement in agent handle time
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By: Radius
Published Date: Jul 24, 2017
We’ve seen Omnichannel Marketing in action across a wide range of companies and we’re convinced that marketing teams need to move to a customer-centric model. In this eBook, we’ll help you do exactly that.
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91% of shoppers research products online before making a purchase in a brick-and-mortar store. To remain competitive and grow, it's now imperative for retailers to deliver a seamless shopping experience across all channels. Download our new whitepaper to find out how an Enterprise Management solution can help you deliver the experience today's customer expects.
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By: Intel
Published Date: Sep 14, 2018
Digital transformation has pioneered an ever-evolving landscape in the omnichannel retail experience. To efficiently meet consumer demands, retailers consider a fully immersive omnichannel customer experience as integral to their engagement strategy.
With increasingly varied technologies such as NFC-based payments, digital signage with rich-media experiences, wireless technologies and IoT technologies—present great opportunities and complexities.
New technologies are often being rolled out without a centrally managed approach leading to siloed solution landscape, making deployment difficult. Uncover the path to simplify and automate, where the Reliant Platform delivered performance, scalability, reliability, security, and inter-operability Reliant needs for retail applications.
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By: SAP
Published Date: Jul 20, 2015
Read this white paper to learn why the right-now hunger of the modern customer can only be fed by an order management solution that provides a real-time view of available inventory and empowers the enterprise to deliver a true omnichannel shopping experience.
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By: SAP
Published Date: Nov 04, 2015
Download this whitepaper to discover how global companies are using innovative technologies such as beacons, dynamic pricing and adaptive analytics to flourish in the modern-day, next-generation retail world. Learn what they believe they’re doing well and where they’re struggling as they adapt to today’s rapidly evolving marketplace. These insights can help your business thrive in an increasingly disruptive retail landscape.
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