Today’s thriving High-Tech sector is driven by shrinking product lifecycles, rapid innovation, distributed engineering/manufacturing—and highly demanding customer expectations. The industry needs to deliver on multiple fronts, including:
• Embed customer-centric innovation throughout the lifecycle: Only with customer experience at the core can companies stay ahead.
• Tame ideas into executable products: Detecting early trends and using customer feedback is vital.
• Manage complexity better: Increasing visibility of all product data helps build and manage digital models to use in every business function from R&D to field service.
• Create relevant connected systems: High-Tech innovators use IoT for an ongoing dialogue of customers, devices and manufacturers.
• Provide agility to compete on software, hardware and service: Customers want value from every interaction.
Download your targeted industry analysis to learn more.
Published By: Resonate
Published Date: Jan 24, 2018
B2C marketers need CMOs and top Customer Insights leadership to guide their teams in driving customer-obsessed strategies. While most think they are, given regular interaction with customers, in reality, most marketing leaders still prioritize internal rubrics over solving actual customer problems.
In this Resonate Webinar, featuring guest, Shar VanBoskirk, VP, Principal Analyst at Forrester Research, you’ll learn how to transform your marketing team into creators of post-digital brand experiences and leaders of enterprise-wide customer obsession.
Key takeaways will include:
- Why Marketing today is failing
- How emphasis on customer understanding, brand strategy, and brand experience will turn Marketing into the leader in customer strategies for the entire firm
- What Marketing Leadership must do in order to enact, and maintain this shift
At the highest level of organizations, a new management directive has emerged to meet the changed nature of customer demands and interactions as well as the need to differentiate within the market. This directive has one goal: providing a differentiated customer service experience. As products become increasingly commoditized, organizations can set themselves apart from their competitors by providing a unique customer service experience that creates a "relationship" based on intangible benefits that their customers will find hard to give up. While this vision is theoretically sound, it requires a significant tactical shift in business thinking and processes. The modern customer's habits and service requirements have changed radically. Meeting these needs challenges many historically held beliefs and practices regarding the customer and modes of interaction.
Published 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
Mobile technology offers you the chance to transform
your business — unifying online and offline sales
channels, coordinating with staff and suppliers, and
bringing insight to each customer interaction.
Now, the only challenge is managing the mobile devices,
apps and configurations that make it all work.
Published By: Nanorep
Published Date: Jan 25, 2016
This white paper explores the importance of shifting customer service from being perceived as a “cost center”, which implies a place that only generates expenses, to becoming a “value center”, which is a place that generates growth.
Published By: SAP Inc.
Published Date: Jun 16, 2009
Improving your call center may be more easily attainable — and more important — now than ever before. Recognizing that customer interaction is an important differentiator, organizations can increase the focus on their customers’ experience while keeping a firm grip on costs by leveraging the full potential of state-of-the-art technology.
Balancing customer service quality and costs is an ongoing battle for most organizations. Superior service means higher labor spend, but shunting customers into long support queues and confusing self-help areas costs companies loyalty and retention. Conventional technologies don’t help much: They’re fragmented, with no unified view of customer interactions; they don’t provide effective peer-based support, leaving customers frustrated and dissatisfied; and they do nothing to improve retention, knowledge-sharing and overall enablement of service rep teams. Learn how social business tools eliminate the conventional cost/quality trade-offs.
Published By: Marketo
Published Date: Mar 23, 2015
As a marketing leader you know that each customer experiences numerous touch points with your company throughout their lifecycle. And it’s the job of marketing to ensure that each interaction has a positive impact and moves the customer on to the next stage. But how can you measure the success of your combined efforts and their impact on your customer’s lifecycle? Download our Customer Activation—Marketing With A Measurable Purpose ebook to learn more.
Connect the left and right brains of marketing to deliver the most compelling content to the right person at the right time. This white paper will help you reimagine personalization and get a holistic, 360-degree view of your customers.
Read the white paper to learn how to:
- Understand how customers interact with your brand
- Translate your data into a clear customer picture
- Shift from campaign-based marketing to contextual marketing
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
It’s amazing how online and offline data remains disconnected. Sculptor and conservationist, Jason deCaires Taylor knows the benefits of connecting two different worlds. In our guide, The Art of Integration, you’ll see what marketers can learn from the symbiotic relationship of Taylor’s sculptures on the floor of Molinere Bay. Read the guide to learn how to piece together all your insights and interactions into a whole view of your customers, so you can create seamless experiences with them.
Once upon a time, teams and technologies were built to gain insights around specific channels and devices. But in a world where customers constantly change devices, knowing how customers behave on one device isn’t enough. It’s time to go beyond the device and change the way you look at how customers interact with your brand. Because once you get the full picture, you can make each interaction with your customer even more intriguing and memorable than the last.
Published By: Equinix
Published Date: Oct 20, 2015
Enterprises must prepare for the emerging digital user. Future interactions among people, whether enterprise employees, partners or customers, will be primarily digital and heavily influenced by mobile devices, social media, analytics and the cloud. User interactions with systems of record, such as databases and files, will largely give way to interactions with systems of engagement, such as social media.
Published By: Monotype
Published Date: Jun 29, 2017
After years spent hidden in the shadows of Millennials,
Generation Z is taking over the spotlight and making some
serious waves in the process. Gen Zs are the first true
digital natives, born between the late 1990’s to the mid
2000’s, and only know a world with Internet access, social
media and smartphones.
This “YouTube generation” is tech-savvy and pragmatic,
drives innovation and the way we consume media, and
they’re pushing brands and marketers to catch up in
Like, follow, read, repeat
In an era of massive information (and advertising) overload, the
brand-consumer relationship is a delicate dance. One misstep and
a disgruntled customer will gladly find a new partner. Thanks to a
mobile-first, visually rich, social and digital world, people expect
flexibility, authenticity and consistency in every single interaction with
In order to keep your customers engaged and happy, look to the
emerging behaviours and preferences of Generation Z as a beacon
for what’s to c
Published By: 8x8 Inc.
Published Date: Aug 09, 2017
Do you know what happens when a customer connects with your contact center? Not just the way in which he or she is routed to an agent, or the information accessed during the interaction— but what really happens in the conversation that makes the encounter an exceptional one? Do you have any insight into how your agent responded to that individual user, or a way to proactively ensure that other prospects and customers on any channel can have a consistent and positive experience? Are you leveraging all employees in your organization who have a stake in the customer experience, either directly or because their job influences the process? Do you feel confident that you have every metric at your disposal to make the best business decisions?
Download now to learn more!
In today’s application economy, interaction between a business and
its customers, partners and employees is increasingly through apps.
And omni-channel access to these applications—from anywhere at
any time—is dependent on APIs. These APIs provide an interface for
developers to code against, and must be robust enough to support
As a result, APIs are perhaps the most critical technology in digital
business design today. APIs sit between your application clients
—apps, websites and devices—and application backends. By
leveraging APIs, you can securely stretch the boundaries of your
enterprise by tapping into a broad array of digital businesses, digital
customers and digital devices.
But just as important as the API, is the application backend itself.
Behind the API, the data access layer and application logic layer are
doing the heavy lifting—implementing business rules, maintaining
data consistency and managing interactions with various data
sources. These three com
Published By: Red Hat
Published Date: Jan 07, 2019
A business survives when it extends its core competencies in new ways. Increasingly, one of the paths to innovation lies with application programming interfaces (APIs). APIs allow a business to take traditional revenue (and traditional customer and partner interactions) and carry them into a different technological foundation. This enables new customer and ecosystem relationships that can monetize the organization’s core assets and lead to sustained growth and new value and revenue streams.
The key best practices for next best action in CRM are to align it with key business imperatives; deliver it through priority customer-interaction channels; inform targeted offers with trustworthy customer data; drive it from advanced analytics and rules; and use it to shape multichannel conversations with customers.
DatacenterDynamics is a brand of DCD Group, a global B2B media and publishing company that develops products to help senior professionals in the world's most ICT dependent organizations make risk-based infrastructure and capacity decisions.
Our portfolio of live events, online and print publishing, business intelligence and professional development brands are centred on the complexities of technology convergence. Operating in 42 different countries, we have developed a unique global knowledge and networking platform, which is trusted by over 30,000 ICT, engineering and technology professionals.
Data Centre Dynamics Ltd.
102-108 Clifton Street
London EC2A 4HW