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By: Iterable     Published Date: Sep 07, 2018
Whether they want tickets for the next Lady Gaga concert, the World Series, the Indianapolis 500, or Hamilton, people are quickly discovering that SeatGeekis the place to find the best selection and great bargains. This relative newcomer to the online ticket business has quickly grown to offer the largest inventory of live event tickets on the web, in addition offering differentiating services like best-bargain ratings and notifications when a fan’s favorite team or entertainer will be performing nearby. Email and push have been the primary channels for interacting with customers. However, according to Ben Clark, Vice President of Customer Retention, the marketing team previously struggled to deliver consistent, relevant messaging across channels because their email and push tools ran on separate platforms. The old tools were also cumbersome to use and offered limited functionality. Worse yet, they didn’t support the team’s AI driven, omni-channel marketing strategy, which includes rea
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     Iterable
By: Splunk     Published Date: Aug 17, 2018
IT organizations are now responsible for delivering seamless customer experiences while preventing outages and managing an increasing number of systems. With growing responsibility placed on IT, there is an opportunity to drive strategy for company-wide business processes and operations. Companies using machine data powered platforms like Splunk collect disparate data types to quickly troubleshoot and monitor systems. By adding predictive capabilities, IT can glean critical insights for the business and develop strategic initiatives on issues that matter. Download the white paper “Embracing the Strategic Opportunity of IT” to learn how to: Enable a business aware IT organization Unlock operational efficiencies Solve problems with predictive analytics
Tags : it event management, it event management tool, event logs, aiops platform, what is aiops, aiops vendor, market guide for aiops platforms, guide for aiops platforms
     Splunk
By: KPMG     Published Date: Jul 24, 2018
In a fast-changing marketplace, customers expect a seamless experience across every channel. To compete successfully and win their custom, you need to become a customer-centric, connected enterprise. Read this guide to find out: • why it pays to be a connected enterprise • eight connected capabilities your business needs to develop • five key steps to developing your strategy • ‘what good looks like’ – for your customers and your organisation. Get the guide
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     KPMG
By: MuleSoft     Published Date: Jul 13, 2018
"Omnichannel is becoming more than connecting system A to system B - but rather preparing for the future as new channels continue to arrive. By leveraging an API-led approach, organizations can develop more meaningful (and valuable) relationships with their customer and improve customer engagement—moving beyond transactions through multi-channel engagement. This whitepaper outlines why and how to develop an omnichannel strategy. Accenture and MuleSoft are uniquely positioned to help companies realize the revenue potential and capture the operational synergies of an omnichannel strategy. Read this whitepaper to discover: -How API-led connectivity leads to developing an omnichannel strategy -Case studies of Accenture and MuleSoft customers who achieved strong business outcomes with omnichannel -How to accelerate the omnichannel journey with an application network"
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     MuleSoft
By: Genesys     Published Date: Jul 13, 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
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     Genesys
By: KPMG     Published Date: Jul 10, 2018
Initiatives that provide a digital customer experience or digitise existing processes merely scratch the surface. To unleash the true potential of digital, you need to reimagine your business model. Download this report to find out: • ten key technologies that will change business forever • why strategy beats technology in the race to transform • where business leaders think the key changes happen • the three categories of innovation that will drive digital business models of the future.
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     KPMG
By: KPMG     Published Date: Jul 10, 2018
Initiatives that provide a digital customer experience or digitise existing processes merely scratch the surface. To unleash the true potential of digital, you need to reimagine your business model. Download this report to find out: • ten key technologies that will change business forever • why strategy beats technology in the race to transform • where business leaders think the key changes happen • the three categories of innovation that will drive digital business models of the future.
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     KPMG
By: Evariant     Published Date: Jul 02, 2018
When call center agents don’t have access to an EMR, consumer demographic, sociological and other data, nor an understanding of marketing campaigns, agents are inefficient, reactive and unable to personalize interactions with patients and consumers. The disjointed call center experience harms the health system’s ability to find, guide, and keep patients for life. The call center is often the first touch for many prospective healthcare customers, and Scripps Health recognized these challenges. They made the pivot from call center as cost center to strategic lynch pin in their patient experience strategy. Call center agents are now delivering a world-class patient experience as they provide physician referrals, take class registrations, and serve as a clearing house for general information . An added bonus of the shift is they can now integrate outbound calling into campaign efforts, and measure the full impact of marketing efforts and strengthen marketing’s ROI. Get your free copy of
Tags : call center, conversions, health, proactive
     Evariant
By: IBM     Published Date: Jul 02, 2018
Businesses are struggling with numerous variables to determine what their stance should be regarding artificial intelligence (AI) applications that deliver new insights using deep learning. The business opportunities are exceptionally promising. Not acting could potentially be a business disaster as competitors gain a wealth of previously unavailable data to grow their customer base. Most organizations are aware of the challenge, and their lines of business (LOBs), IT staff, data scientists, and developers are working to define an AI strategy. IDC believes that this emerging environment is to date still highly undefined, even as businesses must make critical decisions. Should businesses develop in-house or use VARs, systems integrators, or consultants? Should they deploy on-premise, in the cloud, or in some hybrid form? Can they use existing infrastructure, or do AI applications and deep learning require new servers with new capabilities? We believe that many of these questions can be
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     IBM
By: CyberSource EMEA     Published Date: Jun 28, 2018
It has to be quick and easy for people to pay. At the same time, fraudsters are probing the weaknesses of new digital processes. As the person who can decide whether a transaction is accepted or rejected, fraud managers have a pivotal role. They’re not just preventing losses from chargebacks. They’re gatekeepers to accepting more revenue. It’s a complex job. But get it right, and they enable their business to engage customers better – across devices and places. And that can mean supporting the very growth of the business. In this landscape, the idea that a technology like machine learning might be the answer to all the industry’s needs is attractive. But while machine learning should be a key part of an effective fraud strategy, the truth is that there’s no silver bullet. So, in this paper, we’ll look at how best to put machine learning to use. By employing it in tandem with expert insight, merchants can use it to accept the optimal number of payments. And make a direct impact on the
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     CyberSource EMEA
By: Box     Published Date: Jun 22, 2018
more people than ever before. Whether it's your employees, partners or customers, all your people use enterprise content. And that means content management is becoming increasingly top-of-mind — but companies find it difficult to get it right. In this newsletter, Gartner shares how cloud content management helps you build your content management strategy from the bottom up, enabling you to: o Improve company-wide collaboration and become more customer-centric o Scale your business and reduce cost o Provide security and stability for your entire organization • Download the full Gartner newsletter, Reshaping ECM: New Opportunities in the Cloud. You'll learn about the emerging requirements of top ECM vendors, as well as discover real-world use cases of Cloud Content Management.
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     Box
By: DigiCert     Published Date: Jun 19, 2018
Protect your business, brand and customers in a constantly evolving threat landscape. As market and business needs evolve, and the technological arms race between cybercriminals and the security industry continues, the boundaries of website and web security are shifting. This paper explores the opportunities, risks and challenges, associated with this rapidly evolving landscape both from a business and technical standpoint, and lays out key guidelines for building an effective security strategy for the future.
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     DigiCert
By: Genesys     Published Date: Jun 13, 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 : routing, customer experience, transitions, self-service
     Genesys
By: Micro Focus     Published Date: Jun 07, 2018
Technology leaders need to rethink strategic planning in the age of the customer. Technology strategies are too often just collections of loosely related project plans and too focused on tech project delivery milestones. Strategies designed “by IT, for IT” fail to engage business leaders and executives because they don’t explain how tech strategy leads to better customer experience and outcomes. This report explains how technology leaders can create a strategic tech plan that is customer-led, insights-driven, fast, and connected.
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     Micro Focus
By: Menlo Security     Published Date: Jun 05, 2018
"Despite deploying multiple security layers to defend against cyberattacks, enterprises continue to be infected by web malware and have credentials stolen via phishing. Why is this? Here’s a 40 minute webinar featuring a representative of a leading insurance company - providing the customer perspective, along with John Pescatore, Director of Emerging Technologies at SANS Institute, and Kowsik Guruswamy, Menlo Security CTO, to answer this. Together, they discuss: * The shortcomings of today’s reactive security philosophy * Why the web continues to present a risk to businesses * The benefits of embracing Isolation * How organizations should rethink their security strategy moving forward"
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     Menlo Security
By: Epson     Published Date: May 14, 2018
Consumers worldwide continue to adopt and use technology in their shopping experience. Faced with rising customer expectations and increasing competitive pressures, retailers now are prioritizing in-store innovation. Many retailers have adopted multichannel implementations, in which mobile, web, and in-store shopping are enabled but not delivered consistently to the customer. The next step in this evolution is an omnichannel strategy, now being deployed by some retailers, which presents a consistent shopping experience across mobile, web, and in-store channels. Omnichannel also enables retailers to integrate back-end infrastructure technologies (e.g., servers, databases, etc.) and cloud-based services (e.g., loyalty programs, personalized recommendations, inventory management, etc.) to improve many aspects of store and enterprise operations. An omnichannel strategy relies on several core and supporting technologies. The key factors in evaluating any omnichannel-enabling solution includ
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     Epson
By: Hewlett Packard Enterprise     Published Date: May 11, 2018
Digital transformation (DX) is a must for midsize firms (those with 100 to 999 employees) to thrive in the digital economy. DX enables firms to increase competitive advantage through initiatives such as automating business processes, creating greater operational efficiencies, building deeper customer relationships, and creating new revenue streams based on technology-enabled products and services. DX is a journey, and it starts with firms embracing an IT-centric vision that guides a data-driven, analytics-first strategy. The outcome of DX initiatives depends on the ability of a firm to efficiently leverage people (talent), process, platforms, and governance to meet the firm’s business objectives.
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     Hewlett Packard Enterprise
By: CyberSource EMEA     Published Date: May 04, 2018
Digital technology is creating change at a pace never seen before. Customers now expect speed, ease, choice and a personalised service. It makes customer experience key to success. And it sets merchants a challenge. To survive, and thrive, businesses need to stay agile in everything they do –including how they manage fraud. As the people who set the strategy that determines if an order is accepted or not, fraud teams have a pivotal role to play in improving customer experience and reducing risk. This makes fraud management more than a back-office utility. It’s a way to differentiate your business and achieve a competitive advantage. This is the question we put to three specialists from CyberSource – as well as Chris Monk from digital literacy agency Decoded. This report reflects their expert opinion, and explores: • The changing landscape for businesses. • The key challenges for fraud teams. • How to develop an agile fraud solution
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     CyberSource EMEA
By: Oracle     Published Date: Apr 30, 2018
In today’s booming world of dining the competition for loyalty is fierce. In just one city block you might find half a dozen artisan coffee shops, independent diners and high-end restaurants all jostling for customers. Consequently it’s no surprise to find that customer loyalty programs sit at the heart of so many eateries’ business strategies. For cafés, diners and restaurants, repeat business is an imperative. One-off bookings are great, but it’s the regulars who sustain business. Frequent visitor stamps, booking priority, a free glass of wine, invites to one-off events – all these strategies keep customers coming back for more. But how hard are these programs really working for businesses?
Tags : restaurants, hospitality, business, customers, strategy
     Oracle
By: Amazon Web Services     Published Date: Apr 27, 2018
One of the value propositions of an Internet of Things (IoT) strategy is the ability to provide insight that was previously invisible to the business. But before a business can develop a strategy for IoT, it needs a platform that meets the foundational principles of an IoT solution. Amazon Web Services (AWS) believes in some basic freedoms that are driving organizational and economic benefits of the cloud into businesses. These freedoms are why more than a million customers already use the AWS platform to support virtually any cloud workload. These freedoms are also why AWS is proving itself as the primary catalyst to any Internet of Things strategy across commercial, consumer, and industrial solutions. This paper outlines core tenets that should be considered when developing an IoT strategy, the benefits of AWS in that strategy and how the AWS cloud platform can be the critical component supporting those core tenets.
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     Amazon Web Services
By: WorkBook from Deltek     Published Date: Apr 26, 2018
Digital transformation (DX) is fundamentally changing enterprise resource planning (ERP) — allowing businesses to transform their decision making, which is enhancing their business outcomes significantly as we enter the digital economy. Digital transformation is an enterprisewide, board-level strategic reality for companies wishing to remain relevant or maintain or enhance their leadership positon in the digital economy. Digitally transformed businesses have a repeatable set of practices and disciplines that are used to leverage new business, 3rd Platform technology, and operating models to disrupt businesses, customers, and markets in pursuit of business performance and growth. DX is driving businesses to rethink their technology strategy, and that includes moving beyond their legacy ERP and back-office systems.
Tags : global, saas, cloud, psa, erp, applications, vendor, assessment
     WorkBook from Deltek
By: Optimizely     Published Date: Apr 06, 2018
Optimizely helps companies better understand and serve their customers. Every touchpoint with a customer is an opportunity to win that customer’s heart, make them great, and make them better. By experimenting everywhere, businesses have a powerful strategy for reorienting towards their customer as the true north, striving to iterate quickly, make improvements, and deliver customer experiences that are delightful and fuel growth. Optimizely enables you to experiment everywhere—both across the organization and across every interaction you have with a customer. In a company that experiments everywhere, everyone from Marketing to Product Management, Design, Engineering, and the C-Suite can inform their decisions with experiments that engage customers for their reactions.
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     Optimizely
By: Sprinklr     Published Date: Apr 02, 2018
75% of today’s S&P 500 companies will be replaced by 2027. It’s a tenuous time to be a marketing leader - many of the strategies that have worked in the past are no longer relevant. Learn how companies like Microsoft, LVMH, and IBM are approaching digital transformation.
Tags : customer experience, marketing strategy, marketing performance, roi, digital marketing, digital advertising, paid media, earned media
     Sprinklr
By: Marketo     Published Date: Mar 20, 2018
Do you really know whether each of your campaigns are formatted optimally, to drive as many conversions as possible? Or, are you just crossing your fingers and hoping for the best? It is impossible to develop more effective campaigns and grow your customer base if you don’t know which elements of your campaigns are contributing to these efforts and which are working against them. But there’s a way to easily figure this all out, moving away from guessing and towards confidence. The answer is A/B testing. With A/B testing, any company can learn how to optimize their marketing campaigns, better understand their customer base, develop more relevant content, and improve return on investment. A/B testing is an efficient and cost-effective marketing strategy that companies cannot, and should not, live without. Download this ebook to learn all the essentials of A/B testing, including: The definition of A/B testing Why A/B testing is important The A/B testing process A/B testing and marketin
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     Marketo
By: Pure Storage     Published Date: Mar 15, 2018
The all-flash array (AFA) market has undergone significant maturation over the past two years. A high percentage of customers have already committed to an "all flash for primary storage" strategy, and every customer interviewed for this study was among those. In 2017, AFAs will drive over 80% of all primary storage revenue. All of the established storage vendors have entered this space, and there are several start-ups with over $100 million in revenue. With this level of market maturation, multiple segments have developed within the primary flash array space. There are systems targeted for dedicated application deployment, there are systems specifically for web-scale applications, and there are systems intended for dense mixed workload consolidation. These latter systems are driving most of the AFA revenue, and they aspire to become the primary storage platforms of record for enterprises of all sizes. This study evaluates the suitability of 10 vendors' AFA platforms for dense mixed ent
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     Pure Storage
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