Delivering personalized customer experience remains the top business challenge for communications
service providers (CSPs). Ovum's recently published 2018 ICT Enterprise survey saw almost all CSP
IT executives interviewed identify delivering personalized customer experience as one of their three
most important business challenges for the next 18 months. This trend emphasizes the high priority
CSPs place on how customer relationships are managed. However, several factors have an impact on
CSPs' ability to identify and then deliver customers' core needs. These include understanding the data
sets they should focus on; collecting, cleansing, and consolidating these data sets; and having the
right expertise to mine the data sets.
Published By: Bluecore
Published Date: Nov 13, 2018
DON’T LET ONE-TIME BUYERS BECOME ONLY-TIME BUYERS
One-time buyers are retail gold: They present an incremental revenue stream and a chance to foster valuable new customer relationships.
But while that first purchase is an achievement and the mark of a strong customer acquisition program, what comes after that first purchase is just as important. And for most retailers, it’s what comes after that presents the biggest problem.
Published By: Genesys
Published Date: Dec 20, 2018
Companies across the world are innovating with artificial intelligence (AI) to improve customer experience and forge deeper relationships with customers. Through surveys and interviews with 599 executives, from large and mid-sized companies across the globe, this MIT report reveals that most customer-centric firms have already deployed AI extensively in their customer-facing operations and customer experience management processes.
Get the global report and regional spotlights on North America, Latin America, Europe and Asia to access complete results. Key insights include:
• Nearly 90% of respondents report measurable improvements in the speed of complaint resolution; 80% note enhanced call volume processing using AI
• 80% of respondents report measurable improvements in customer satisfaction, service delivery and contact center performance
• In North America, 60% of the respondents believe they will deliver a 10% or more increase in customer lifetime value in the next year
The response to possible bank card fraud is one of the most important factors affecting the relationship that customers have with their bank. For customer-centric financial institutions who issue millions of bank cards, any instance of possible fraud is both a business risk to be managed and an opportunity to strengthen customer relationships.
Learn how a deep understanding of touchpoints - and the ways they drive customers closer to you (or farther away) - can improve acquisition, retention and loyalty, create better customer experiences, strengthen relationships and boost your bottom line. (Plus 5 steps for leveraging touchpoints to profit from better customer relationships.)
In the digital economy, data is becoming more interconnected every day. The volume of highly-connected data is growing rapidly, while also becoming a highly-valued corporate asset. By exploring relationships among people, processes and things, new business opportunities emerge, helping grow your business's competitive advantage.
Marketing as you know it will never be the same. There’s a fundamental shift in relationships between brands and customers—fueled by smartphones, social media, and today’s
always-on, always-connected mentality. Marketers have access
to more customer data (big data) than ever before. But the quantity of data only matters if you’re smart about using it—to power 1:1 customer journeys.
Published By: Zendesk
Published Date: May 31, 2018
Be always on with your customers; wherever they are. With Zendesk Chat, your customer agents can engage with customers over websites, mobile apps, and popular messaging apps like Facebook Messenger, Twitter, and LINE. That means you can build relationships with customers in the places they prefer.
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.
Published By: Zendesk
Published Date: Oct 23, 2018
Zendesk Support helps you improve relationships with your customers and provide them with a seamless experience. Improve customer satisfaction, increase agent productivity, scale your support operation, and better manage your team. Watch the demo and take advantage of your support efforts to benefit your entire company.
In today’s globalized business environment, the need to build strong relationships with partners, suppliers, internal teams, investors and customers is more important than ever. High-quality video conference calls enable you to communicate as effectively as actually being there in person, helping you to build the engaging relationships needed for success in business.
"Differentiate your organization through customer engagement
Improving customer experiences has replaced operational efficiency gains as the top objective in customer care executives’ agendas. This Aberdeen report details how “best-in-class” firms are achieving greater customer retention and annual growth as a result. Discover more in the report now >"
Seattle Cancer Care Alliance (SCCA) serves as the clinical arm for research and treatment studies for Fred Hutchinson Cancer Research Center, University of Washington Medicine, and Seattle Children’s. The organization’s outsourced IT service desk operated adequately, but a desire for financial savings, enriched customer relationships, and improved HIPAA compliance drove SCCA to seek out another solution.
In today’s digital marketplace, your applications are your business.
They fuel innovation and are the driving force for staying
competitive in an always-on, always-connected world. Apps are
the way you build relationships with your customers, empower
your employees, facilitate growth, and so much more.
A picture is worth a thousand words – especially when you are trying to find relationships and understand your data – which could include thousands or even millions of variables. To create meaningful visuals of your data, there are some basic tips and techniques you should consider. Data size and composition play an important role when selecting graphs to represent your data. This paper, filled with graphics and explanations, discusses some of the basic issues concerning data visualization and provides suggestions for addressing those issues. From there, it moves on to the topic of big data and discusses those challenges and potential solutions as well. It also includes a section on SAS® Visual Analytics, software that was created especially for quickly visualizing very large amounts of data. Autocharting and "what does it mean" balloons can help even novice users create and interact with graphics that can help them understand and derive the most value from their data.
The digital marketplace presents new challenges for marketers, yet provides the perfect canvas for creating personalized, relevant communications and developing deep relationships with customers based on ongoing interactions.
This paper explores what customer “moments of truth” mean, and how understanding those moments of truth along the customer journey enables marketers to deliver the personalized, real-time responses that customers crave. You’ll also learn best practices on how customer experience optimization and digital marketing optimization can help marketers capitalize on moments of truth.
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.
"Differentiate your organization through customer engagement Improving customer experiences has replaced operational efficiency gains as the top objective in customer care executives’ agendas. This Aberdeen report details how “best-in-class” firms are achieving greater customer retention and annual growth as a result. Discover more in the report now >"
Download the Cisco Mobility Solution Overview to get information on providing highly secure mobile access anytime, anywhere, building a unified platform for mobile applications, and improving relationships with customers and employees through new mobile experiences.
Enterprises are leveraging advancements in what IDC calls “3rd Platform” technologies — cloud, Big Data, mobility, and social — to create new business opportunities and gain competitive advantage. These trends are putting more pressure on IT organizations to transform their datacenter operations to better support business initiatives aimed at reducing costs, increasing revenue, and strengthening customer relationships. This has driven increased demand for converged or integrated systems that provide the tools needed to reduce capital costs, improve operational efficiencies and, ultimately, increase agility within the datacenter.
Focus on your best customers and minimize time wasted on unprofitable partnerships to maximize LBM business growth through the benefits of the trending practice of customer stratification.
Epicor BisTrack Software, an LBM-specific business software, provides all the tools and information you need to implement customer stratification and reap the benefits of knowing your customer’s buying habits and successes.
Download the e-book from Epicor and:
• Understand the Benefits of Stratification
• Explore The Four Customer Types
• Apply Strategies to Maximize Results
• Sustain Success With a Focus on Customers
Published By: Salesforce
Published Date: Jan 08, 2016
In the next five years, more than $2 trillion is expected to transfer between generations. To capitalize on this massive redistribution of wealth, financial advisors need to meet the demands of today’s clients who are social, mobile, more connected, better informed and looking to collaborate with their advisors when they want, where they want. In fact, according to the Salesforce Connected Investor report, 55% of investors want to work more closely with their advisors. To succeed, advisors must have relationships with their clients that are deeper than just the numbers, and focus on individuals and their unique needs.
A comprehensive guide to workforce trends, as well as tips and best practices for keeping employees engaged with the brand (and with each other) and ensuring they stay productive on a day-to-day basis.
Social connectedness is essential to employee health. The need for social connections in ingrained in us from the day we are born. What’s more, humans are known to be naturally social animals and need to have relationships with others, both in our personal lives and in the workplace. But where did this desire for social connectedness come from, and what does it really mean for employees’ health and wellness?
Download our white paper, “Social connectedness: The secret to employee health and happiness” to learn:
• The science behind social connectedness
• How social behaviors impact our health and the workplace
• How to incorporate social technology into your wellness program
You’ll also receive key takeaways on driving social engagement in your wellness program.
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.
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