Improving the customer experience is a strategic imperative for most
organizations today, but delivering an engaging experience across the growing
number of digital customer touch points can be a daunting challenge.
Organizations must deliver responsive experiences that “play well” on
smartphones, PCs, and tablets. They must publish content to installed app
experiences on mobile and other connected devices, to social channels, and
to email campaigns. They must manage global sites in different languages,
localize the experience for different markets, and — increasingly — personalize
the experience for different customer personas or segments.
A modern digital experience management platform is essential for any
organization hoping to make digital experience delivery a core competency.
IDC interviewed organizations using Adobe Experience Manager Sites (AEM
Sites) to understand the impact of the platform on their ability to create,
manage, and deliver digital experiences. Study participants
t any moment, anywhere in the world, on any kind of
device, a prospect or customer is raising their hand
and saying, “I’m your best opportunity. Don’t ignore me.”
They’re telling you that by every action they’ve taken and
every interaction you’ve had up to that point. You can
consider each bit of data you’ve collected across their
journey a meaningful expression of intent. And with that,
you will know how to give them an experience that’s above
their expectations and beyond their imagination.
When you can do that, it’s magical. The flow feels seamless
and natural to your customer. These in-the-moment, justfor-
them experiences move with them from one touchpoint
to another and keep them coming back for more. And as
the experiences get better and better, so does the likelihood
that they’ll take the action you want. Because every
customer wants an amazing experience, and every brand
wants to deliver one. It thrills you as a marketer and helps
you achieve your business goals.
Whether they call it “omnichannel” or something else, in 2014 most retail executives agree that delivering a consistent brand experience across all channels is a vital component of go-forward retail strategies. In fact, close to 95% of retailers define their retail strategy as “omnichannel,” up from 88% last year according to a recent survey conducted by Retail Touch Points. Read the 2014 report to hear what your peers are saying about the pursuit of omnichannel success.
The proliferation of consumer touch points has created a significant operational challenge for retailers, making it difficult to achieve consistency in product content, pricing, promotions, and inventory availability across multiple sales channel. This white paper from Oracle Retail discusses how the consolidation of omni-channel merchandising and inventory information, combined with the support of efficient transaction systems to move products in alignment with consumer demand, is no longer optional, but rather a modern retailing necessity.
Published 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
Most companies have a few people who are testers and optimizers by nature, interest, or experience. But what really moves the dial is when everyone in the company embraces a test-and-learn approach to improving the customer experience across all touchpoints.
Why is the test-and-learn approach so effective? When you test everything, your team values data over opinions. Everyone keeps learning — even from failures. The results? More visitors, more sales, happier customers, and a healthier bottom line.
To help you get there, this guide provides insights on:
What constitutes a culture of growth and optimization
Tips for building that culture in your own company
Lessons from marketing leaders who embrace the test-and-learn approach
Published By: Monotype
Published Date: May 09, 2018
Over the past several years, we’ve seen a huge change in how brands communicate, market, and relate to their customers. Maintaining good brand health and a strong visual identity is essential to developing trust with your customers, meeting them where they are, and keeping up with their expectations. // In our latest eBook, we've highlighted areas you can’t ignore if you want to deliver the experience consumers expect. You’ll find out what’s most important to today’s customers, ways you can prepare for the future, and how type ties it all together. // You'll learn:
Why it’s essential to establish a cohesive brand identity across all touchpoints, in whatever region or language your customers demand
How customer expectations have evolved and how you can to adapt
Why type is an essential tool in responding to these changes and preparing for the future
Published By: Progress
Published Date: Jan 22, 2019
Your consumers are multichannel mavericks. With the right content management system, marketers can create meaningful, multi-channel journeys. Delivering a compelling, personalized customer journey across multiple digital touchpoints has never been more important. At the same time, it’s also never been so complex—many organizations struggle to personalize their campaigns and build cohesive multichannel experiences that can engage prospects anytime, anywhere. With creativity and the right content management system at your side, you can create meaningful, multichannel journeys. Watch this webinar to learn more.
Discerning and demanding consumers expect meaningful retail interactions. Creating new world-class experiences is vital to differentiate products and boost profits in the consumer goods market.
• Let me shop when and how I want: Technology to research and buy products defines consumer behavior, driven by social media’s “see now, buy now” mentality.
• Give me relevant data: With ever-expanding information, every touchpoint should have customer data that matters.
• Give me a truly unique experience: Innovative retailers use new partners and tools to deliver personalized consumer experiences.
• Pair my products with consistently good service: New customer service technologies are crucial in a world with more consumer/retailer choices.
• Make my retail environments better: Consumers want memorable, differentiated experiences in user-friendly digital and physical retail environments.
I invite you to download your targeted industry analysis and uncover the expectations to take into account a
Published By: HireVue
Published Date: Nov 28, 2018
The holy grail of recruitment is prediction: how well you can predict a candidate’s success based on a limited number of touch points. Game-based assessments provide insight into the best predictor of job performance: a candidate’s cognitive ability.
IN THIS EBOOK, YOU’LL LEARN:
How game-based assessments increase candidate completion rates while mitigating bias
The drawbacks of legacy cognitive testing
Why measuring cognitive traits through games was impossible until recently
The types of employers who benefit most from a game-based approach to assessment
Download the free eBook now
Whether you’re looking to centralize your content silos or empower your marketing team to more efficiently create and publish content for all your different touchpoints, the right content management system (CMS) is a business imperative. Every organization is at a different point in their ability to drive content velocity. Likewise, every organization has different levels of familiarity with relevant requirements and capabilities to look for in a CMS solution.
Wenn Ihre Organisation eine Lösung zur zentralen Verwaltung sämtlicher digitalen Inhalte sucht oder dem Marketing-Team die Erstellung und Veröffentlichung von Content für verschiedene Touchpoints erleichtern möchte, ist ein Content-Management-System (CMS) unumgänglich. Jedes Unternehmen strebt nach „Content Velocity“ – der Bereitstellung von mehr Content in kürzerer Zeit –, kommt dabei aber unterschiedlich schnell voran. Auch die Kenntnisse über die Möglichkeiten von CMS variieren. Worauf sollte Ihre Organisation also bei der Auswahl einer neuen Lösung achten?
Supercharge your online shop! By combining the First Spirit CMS and IBM WebSphere Commerce you get the freedom and flexibility you need to establish a meaningful and personalized consumer experience across almost any touch-point. That means more flexibility and more revenue.
With the exponential growth of internet marketing and online advertising, the customer's journey to making a purchase has grown longer, often including a mrylad of touch points along the way. Whether they begin with a direct search or visit a website via a paid advertisement, the modern shopper takes far more time to explore their options and do their research before buying.
Lets take a closer look at three common stages of today's buying journey and solutions for effectively managing each one.
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.
It’s time to pull your data out of silos so you can harness all your insights and provide the next best offer. Learn how to use new marketing technologies to create customized offers that steer customers to the right financial services and products for their needs. It’s all in our new white paper, More Precious than Gold.
Read our paper to learn how to:
• Define your customer engagement objectives
• Create valuable and intriguing offers to engage customers
• Effectively deliver compelling offers across multiple touch points
• Optimize your next best offer through real-time testing
The ability to create high-volume, high-relevance, and high-velocity content is very important for B2B marketers. The Adobe and Econsultancy B2B Digital Trends 2016-2017 report dives into all the latest digital trends and opportunities that are impacting B2B. So that you can set the new standards.
Read the report to learn:
• The many priorities within CX and the push to improve CX
• The importance of data driven marketing within CX
• Why integration across all touchpoints is essential
Customers crave great content like kids in a candy shop. So enterprises worldwide are embracing design to give them a sweet experience across every touchpoint. Discover how to mold your content strategy to adapt to design trends and customer tastes.
Creating competitive advantage starts with a
sound digital strategy.
In a 2017 survey of healthcare consumers across the U.S. from a representative range of demographic groups, we found that 88% of consumers begin their search
for healthcare providers online. Consumers rely on search engines and review sites
to steer their decisions about where to go for care.
What consumers read about you online heavily influences their decision-making.
Your reputation is defined at every touchpoint a potential patient has with your
doctors and organization on the web — from the doctor or location listing, to patient
rating and reviews, to finding the right doctor and reading profiles on your website.
Done well, online reputation management (ORM) enables your providers to
generate a high volume of representative reviews from the “silent majority,”
while providing valuable insights to improve patient experience, make operational
improvements and drive new patient appointments.
The explosion of digital channels is creating a widening gap between classic single click attribution and the reality that marketers face when planning cross-channel campaigns with multiple touch points across many digital screens. This Aprimo White Paper will demonstrate some of the ways marketers can transform attribution and better manage marketing spend, improve planning and enhance the customer journey.
As media and channels proliferate with the upsurge in digital touchpoints, we have access to massive volumes of customer data. This leads to the personalization of customer interactions that drive customer strategy as a business strategy.
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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