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online customer experience

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By: Zendesk     Published Date: Jan 03, 2019
To successfully meet customer demands for more immediate, personalized attention, companies are leveraging new technologies that go beyond traditional voice and email. By implementing such channels as live chat, social media, mobile apps, SMS/text messages, self-help solutions, and more, companies can now be ready wherever and however the customer wants. The following report, sponsored by Zendesk, is based on an online survey of 1,044 U.S. consumers who have received online or phone customer service. The research goal was to better understand present customer expectations and to quantify the impact of customer service on business results. Questions were asked about past experiences with customer service, as well as preferences and opinions. Certain questions were repeated from a similar 2013 survey to enable trend analysis.
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     Zendesk
By: Uberall     Published Date: Oct 08, 2018
Your store locator is a critical component on your website; it’s the moment of truth when an online shopper becomes and offline customer. And while it may seem like a simple tool, there are several key factors that will transform the user experience from functional to best-in-class. See how you can optimize this key aspect of your customer journey.
Tags : store, locator, experience, optimize, local marketing, customer journey
     Uberall
By: Akamai Technologies     Published Date: Oct 02, 2018
"Your business relies on the cloud for agility, cost savings, and scalability, but how do you ensure that the cloud technologies enabling your business aren’t also introducing security risks, impacting customer experience (CX), or costing more than anticipated? That’s where Akamai comes in. This e-book explains how Akamai’s cloud delivery platform is designed to make the cloud work for you by extending and enabling your cloud infrastructure. Download the e-book to learn how Akamai can help you: Protect your business from cyberattacks Deliver more engaging online experiences Offload traffic to maximize scale, reliability, and cost efficiency" "Your business relies on the cloud for agility, cost savings, and scalability, but how do you ensure that the cloud technologies enabling your business aren’t also introducing security risks, impacting customer experience (CX), or costing more than anticipated? That’s where Akamai comes in. This e-book explains how Akamai’s cloud delivery plat
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     Akamai Technologies
By: Qualtrics     Published Date: Oct 02, 2018
Customer journey mapping is a major component of any customer experience program. Of course, a key part of mapping the customer experience includes identifying key moments of truth or moments of consumer brand interaction that shape brand perception and loyalty. In the digital age, many key moments of truth for your customers are happening online. This means that more and more of your consumers, brand perceptions and attitudes will be based on purely digital interactions (in-app, website, wearable tech, etc.). This has made understanding your customers’ digital interactions an essential part of any customer experience program. “It has been said that VOC programs without a web presence engage only 2% to 10% of those who interact with their website” (marketing sherpa). As we move into the future, this trend will continue. We know that mobile is an inherent part of today’s digital experience. Global mobile and tablet internet usage just exceeded desktop use for the first time (GS StatCoun
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     Qualtrics
By: TradeGecko     Published Date: Aug 15, 2018
2018 is going to a big year for wholesale distribution. Thanks to constant advancements in B2B technologies and capabilities, wholesale is fast catching up with retail, through omnichannel selling, digitalization and global online marketplaces, amongst others. So, what do these predictions mean for the APAC wholesale market? As buyers come to expect instant, sophisticated and customised service as standard, wholesale businesses will need to embrace technologies that allow them to provide a customer experience on par with B2C. Download this eBook to understand the most important trends in wholesale distribution in APAC.
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     TradeGecko
By: Zebra Technologies     Published Date: Aug 14, 2018
Today’s shoppers demand technology-enabled experiences that straddle clicks and bricks. They want better prices, more choices, next-day delivery and easy returns. They want a quick, friction-free product search and purchase experience, and they want it right now. How can retail technology help you satisfy them? Our 10th annual Shopper Vision Study surveyed thousands of consumers throughout North America, Latin America, Asia-Pacific, Europe and the Middle East, asking the questions that really matter to find out what shoppers really want—giving you the insight you need to be their preferred retailer, both in-store and online. The New Retail Mandate: Shopper Vision Study reveals exactly what your customers are thinking, what their habits are and how retail technology can help you be more effective. Download the Shopper Study today to learn how today’s smartest retailers use emerging technology to manage inventory, enrich the shopping experience and keep shoppers satisfied.
Tags : global, digital, supply, chain, technology
     Zebra Technologies
By: Zebra Technologies     Published Date: Aug 14, 2018
Today’s shoppers demand technology-enabled experiences that straddle clicks and bricks. They want better prices, more choices, next-day delivery and easy returns. They want a quick, friction-free product search and purchase experience, and they want it right now. How can retail technology help you satisfy them? Our 10th annual Shopper Vision Study surveyed thousands of consumers throughout North America, Latin America, Asia-Pacific, Europe and the Middle East, asking the questions that really matter to find out what shoppers really want—giving you the insight you need to be their preferred retailer, both in-store and online. The New Retail Mandate: Shopper Vision Study reveals exactly what your customers are thinking, what their habits are and how retail technology can help you be more effective. Download the Shopper Study today to learn how today’s smartest retailers use emerging technology to manage inventory, enrich the shopping experience and keep shoppers satisfied.
Tags : shopper, vision, study, technology, customer
     Zebra Technologies
By: TIBCO Software APAC     Published Date: Aug 13, 2018
The banking industry has been talking about improving the customer experience with customer-centric banking for a long time. From a recent study of French retail banks, neobanks and online banks are winning the customer experience battle. To retain customers, traditional banks will need to improve their overall customer experience, a key priority as reported in DBR Research’s Digital Banking Report 2018. All three of the top trends for 2018 are related to improving the overall customer experience. Failing to address these key trends will hurt laggards. Just because you have a digital presence doesn't mean your work is done, it just means that you need to continue to innovate to attract and retain your customer base. But what makes for a successful banking customer journey? Read this solution brief to learn the five pillars of success for the banking customer journey.
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     TIBCO Software APAC
By: Monetate     Published Date: Jun 27, 2018
A robust testing and optimization program is critical to the success of any travel and hospitality online bookings and reservations engine. Discover how personalization can help you drive impact using your pre-exisiting creative and analytical assets. In this handy guide you’ll learn how Monetate’s testing, segmenting and optimization program helps travel and hospitality companies: • Recognize visitors and customers across devices to deliver connected experiences. • Optimize bookings funnels to raise bookings conversion rates and revenues. • Segment customers to deliver truly customized content. • Decrease the customers time to purchase by serving the right trip, excursion or reservation.
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     Monetate
By: Applause Israel     Published Date: Jun 19, 2018
At the center of every shopping experience is the payment process. The way that brands connect their products and services to their customers, and in turn receive their payments, is the foundation upon which shopping is built. Digital payments, both online and in-store, are transforming that foundation. 80% of Americans are now shopping through online channels on at least a monthly basis, and digital payments have become a primary stream of revenue for brands across all channels1. While offering digital payment options has the potential to simplify life for customers and increase conversion rates, they are creating an additional layer of complexity that is challenging to keep up with. Between the expanding number of digital payment technologies, the increasing number of devices payments can be completed on, and the continuous blurring of digital and physical buying experiences, it is critical to ensure payments will be successful for every person on every device and in every location.
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     Applause Israel
By: Sauce Labs     Published Date: Jun 04, 2018
No matter the industry, every company is now in the business of developing applications and online experiences. To keep up with the competition, you need to stand out in all of the digital noise. For your app to succeed, it is critical that it delight your customers with a flawless experience, regardless of what device they use to access it. New features and updates need to be delivered quickly and frequently, but without compromising quality. While development practices have dramatically changed to meet the high speed demands of today’s digital economy, testing has often been left behind as an afterthought. However, this attitude is changing as organizations discover the power of positive experience, and the business impacts of negative reviews. Businesses of all sizes are moving towards Continuous Testing practices and as a result are seeing accelerated software delivery cycles, high quality digital experiences across all platforms, and most importantly happy and loyal customers. T
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     Sauce Labs
By: Sage People     Published Date: May 15, 2018
Cloud Connect technology bridges the gap between digital and physical environments, making shopping easier than ever before. Find out how we’ve integrated the best online and in-store features to improve customer experience.
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     Sage People
By: Zebra Technologies     Published Date: May 02, 2018
Today’s shoppers demand technology-enabled experiences that straddle clicks and bricks. They want better prices, more choices, next-day delivery and easy returns. They want a quick, friction-free product search and purchase experience, and they want it right now. How can retail technology help you satisfy them? Our 10th annual Shopper Vision Study surveyed thousands of consumers throughout North America, Latin America, Asia-Pacific, Europe and the Middle East, asking the questions that really matter to find out what shoppers really want—giving you the insight you need to be their preferred retailer, both in-store and online. The New Retail Mandate: Shopper Vision Study reveals exactly what your customers are thinking, what their habits are and how retail technology can help you be more effective. Download the Shopper Study today to learn how today’s smartest retailers use emerging technology to manage inventory, enrich the shopping experience and keep shoppers satisfied.
Tags : shopper, study, technology, product
     Zebra Technologies
By: Adobe     Published Date: Apr 23, 2018
Download our new white paper, Retail Stores of the Future, to learn how you can bring the best of online shopping to brick-and-mortar stores. You’ll see how new digital marketing technologies and strategies can be applied to in-store interactions—so you can create immersive experiences everywhere your customers go. Read the white paper now to discover: • How retailers are blending innovative technologies with traditional shopping • Four key approaches they’re using to build Stores of the Future • The interactive tools they’re employing to enrich in-store experiences
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     Adobe
By: Limelight Networks     Published Date: Mar 02, 2018
Can your business afford to lose $9,000 per minute? According to the Ponemon Institute $9,000 is the average cost of an unplanned outage. In some cases the costs are much higher. The catalogue of cloud outages over recent years is well publicized and reads like a “who’s who” of the technology industry. It seems no one is immune. But when it comes to delivering digital content, downtime isn’t the only concern. Today a poor user experience can be just as damaging as an outage. According to Limelight research, 78% of people will stop watching an online video after it buffers three times, and the majority of people will not wait more than 5 seconds for a website to load. Organizations looking to deliver great digital experiences for their customers often choose to deliver that content using Content Delivery Networks (CDNs). Using multiple CDNs to deliver these digital content experiences promises even greater levels of availability and performance. But it brings with it a host of questi
Tags : content delivery network, cdn, multi-cdn, multiple cdns, web performance, web acceleration, digital content delivery, mobile delivery
     Limelight Networks
By: Limelight Networks     Published Date: Mar 02, 2018
Can your business afford to lose $9,000 per minute? According to the Ponemon Institute $9,000 is the average cost of an unplanned outage. In some cases the costs are much higher. The catalogue of cloud outages over recent years is well publicized and reads like a “who’s who” of the technology industry. It seems no one is immune. But when it comes to delivering digital content, downtime isn’t the only concern. Today a poor user experience can be just as damaging as an outage. According to Limelight research, 78% of people will stop watching an online video after it buffers three times, and the majority of people will not wait more than 5 seconds for a website to load. Organizations looking to deliver great digital experiences for their customers often choose to deliver that content using Content Delivery Networks (CDNs). Using multiple CDNs to deliver these digital content experiences promises even greater levels of availability and performance. But it brings with it a host of questi
Tags : content delivery network, cdn, multi-cdn, multiple cdns, web performance, web acceleration, digital content delivery, mobile delivery
     Limelight Networks
By: Limelight     Published Date: Feb 16, 2018
When it comes to delivering digital content, downtime isn’t the only concern. Today a poor user experience can be just as damaging as an outage. According to Limelight research, 78% of people will stop watching an online video after it buffers three times, and the majority of people will not wait more than 5 seconds for a website to load. Organizations looking to deliver great digital experiences for their customers often choose to deliver that content using Content Delivery Networks (CDNs). Using multiple CDNs to deliver these digital content experiences promises even greater levels of availability and performance. But it brings with it a host of questions. In this paper we’ll explore the 5 things you should know about multi-CDN in order to determine if it might make sense for your business.
Tags : content delivery network, cdn, multi-cdn, multiple cdns, website performance, website acceleration, digital content delivery, mobile delivery
     Limelight
By: Magento     Published Date: Feb 15, 2018
This is a great opportunity to discuss the critical aspects of what makes B2B eCommerce successful. Join Magento Commerce, Magento Solution Partner, Monsoon Consulting, and leading UK supplier and industry leader in B2B online sales, Brymec, for The Anatomy of B2B Success webinar. In this webinar, Peter Sheldon shares how digital transformation is driving B2B online sales growth and provide tips on current eCommerce executive thinking. Guy Hewison and Russell Schlaudraff from Brymec share how they are delivering the ‘future of online ordering.’ If you are serious about growing your B2B eCommerce, discover: What's driving the move to online ordering and self service in B2B The importance of understanding who your customers’ buyer really is The common challenges and pitfalls B2B companies face with implementations Advice from Brymec for sourcing a B2B eCommerce platform Tactics for growing online sales and providing a better customer experience
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     Magento
By: Moxie     Published Date: Feb 08, 2018
Live online chat is proving to be a successful way to fulfill consumers’ desire to connect with companies. In the Guided Economy, customers expect chat to be consistently easy and effective at answering their questions and resolving their issues. It may seem hard to provide a consistent experience because each chat engagement poses a unique question on a unique subject from a unique customer. But by focusing on how best to engage with customers via chat, this channel can become one of your most powerful sales tools.
Tags : digital, conversions, hyperlinks, customers, mobile, chat
     Moxie
By: SAS     Published Date: Jan 17, 2018
This RSR custom research report explores the impact of omnichannel methods on merchandising, marketing and the supply chain; specifically, what analytical capabilities address the challenges that omnichannel selling and fulfillment pose for retailers. Consumers today routinely begin their shopping journeys online, but complete their purchases in nearby stores, in their “home” stores or delivered directly to their doors. Retail analytics enables organizations to capture data from their customers' journeys. Retailers that successfully deliver relevant omnichannel experiences while gaining a more sophisticated understanding of demand (where and how it is initiated) will enhance their brands’ value and create compelling and profitable customer relationships.
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     SAS
By: Sage People     Published Date: Dec 06, 2017
Your customers won't rave about a simple payment experience. They won't talk on social media about the slickness of the online checkout process, but they will make a lot of noise about a bad payment experience, and your conversion rates and sales will take a hit. Learn how to delight your customers with our FREE insider’s guide to creating the perfect payments customer experience
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     Sage People
By: FICO     Published Date: Dec 04, 2017
As consumers, we’re all having more experiences that seem almost magical: You’re in a mall when suddenly your smartphone beeps. It’s an offer for 20% off a pair of shoes you’ve been looking at online — from the store you just walked past! As business people, we know it’s not magic, but rather analytics powering these outstanding customer experiences. Analytics have evolved to the point where they answer an expanding range of useful questions. But understanding the different types of analytics – descriptive, diagnostic, predictive and prescriptive - and how to use them in your business can be challenging. Download the eBook to learn about the least understood – yet most powerful – tool in the analytic arsenal. Prescriptive analytics enable you to estimate and compare the likely outcomes of any number of actions, and choose the very best action to advance business objectives. Getting there isn’t as difficult as you think. Start your journey. Download the eBook today.
Tags : profits, analytics, credit, social, media, services, customer, consumers
     FICO
By: Oracle OMC     Published Date: Nov 30, 2017
Oracle Marketing Cloud is an all-in-one solution that helps retail marketers develop direct relationships with customers through seamlessly orchestrated cross-channel digital experiences—online and offline—that facilitate and strengthen customer interactions across a constantly growing list of digital touchpoints. The result is consistent, relevant, and contextual cross channel experiences efficiently orchestrated to customers wherever they are.
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     Oracle OMC
By: Moxie     Published Date: Nov 01, 2017
Get an insider’s view on the newest contextual guidance tool that is expanding customer relationships through a virtual online concierge.
Tags : customer relationships, virtual online concierge, digital guidance, customer experience, customer engagement
     Moxie
By: Oracle Marketing Cloud     Published Date: Oct 06, 2017
Today’s consumers are more demanding than ever before. They want experiences that are personalized, relevant, and consistent—whether they’re interacting with your company online, in-store, or on the phone. Oh, and they want only positive experiences. Poor customer service is unacceptable across any channel, including the often-overlooked mobile device. Download this brief to learn how you can deliver the most meaningful, positive, and consistent customer experiences across all channels that enhance loyalty and deliver results.
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     Oracle Marketing Cloud
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