brand experience

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Published By: Quantum Metric     Published Date: Oct 18, 2019
TravelPass Group is a marketplace for independent and brand name hotels, wholesalers, and the world’s largest travel agencies. To better track their customer experience, they began to look at screen recording technologies and Quantum Metric was brought to Knudson’s attention. They have saved millions of dollars, finding solutions faster through the platform.
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Quantum Metric
Published By: KPMG     Published Date: Jun 06, 2019
Traditional strategies for driving sales are no longer enough. Brands that only connect with customers on a transactional basis are losing out to more innovative brands that create a richer experience for customers. Read this story to find out: • how we developed a digital strategy to restore growth to an iconic sporting brand • how data can drive a dynamic connection with customers and create new opportunities for growth • key principles for developing your own digital strategy.
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KPMG
Published By: Five9     Published Date: Oct 29, 2019
Cloud contact center has been a hot topic in the industry for some time, but moving your contact center to the cloud is no small decision. We understand that migrating your contact center is not something to jump into without considerable due diligence. We also know from our experience working with leading brands, however, that moving the contact center to the cloud pays off and is fast becoming the only way for an organization to embrace the advancements in self-service, intelligent routing and agent assistance that artificial intelligence (AI) will soon deliver. This paper is designed to help evaluate your current contact center as you consider a move to the cloud. Our goal, as always, is to enable you to deliver exceptional customer experiences, and we are here to assist you at every step as you transition to the cloud.
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Five9
Published By: ttec     Published Date: Nov 08, 2019
Today’s most successful brands blend Artificial Intelligence (AI) and automation with human intelligence (HUMINT) to augment their customer and employee experience strategies in the contact center – and as a result, they’re winning over customers. While some tasks are perfect for automation – think about those mundane, repetitive, low-value actions – the truth is, AI simply cannot replicate the “human touch.” Understanding the strengths of each kind of intelligence (AI + HUMIT), and using them to cooperatively deliver exceptional employee and customer experiences is a pivotal competitive differentiator for brands. These leading brands agree there are four specific ways to drive the greatest outcomes – and we go into detail about them in all our Contact Center Collaborative Intelligence strategy guide.
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ttec
Published By: InMoment     Published Date: Oct 14, 2019
In today’s experience economy, a simple request for feedback on a receipt is not enough to accurately determine your guests’ needs. Guests need to be presented with the option to share feedback at the right time for them—whenever, wherever, and however they want to. At the same time, the volume of feedback requests and the length of surveys often result in survey fatigue and other negative emotions in guests. This is just one of the complex issues restaurant brands find themselves facing today. Others include: • How do I understand the experience every individual guest has with my brand? • How do I communicate with them in a way that they’re more likely to give feedback? • How can I demonstrate awareness of the guests’ situations and acknowledge their needs?
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InMoment
Published By: Genesys     Published Date: Jun 19, 2019
Your agents embody your brand with every customer contact. It’s up to you to make them more successful in engaging customers, dealing with customer challenges and avoiding burnout that leads to attritions. Read this ebook and see how to turn your customer service agents into customer experience heroes. You’ll learn: Three success strategies that Genesys CX Heroes use Skills every agent should have Key training tips Benchmarking strategies to measure customer service and customer experience
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Genesys
Published By: MuleSoft     Published Date: Apr 15, 2019
eCommerce offers consumers new ways to interact with traditional retailers, resulting in changed consumer preferences – 63% of customers today would switch brands for a better connected experience, and 75% want personalized offers based on purchase history. Traditional retailers need to consider how to build a new digital retail platform strategy within their business models to engage with consumers and help maintain their competitive edge. Read this whitepaper to learn: A 4-step strategy for retailers to build a retail digital platform strategy with APIs. The role APIs can play in optimizing consumer journey personalization and creating new revenue channels. How a leading fast food company created a unified consumer experience by adopting a platform-based business model.
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MuleSoft
Published By: Adobe     Published Date: Sep 23, 2019
Why data-driven businesses stand out from the crowd. Why Should the Target Audience Care? Enterprises need to become more data-driven by using more mature analytics tools to stand out from the crowd Supporting Concepts Smart, effective customer analytics tools helps organizations reap the rewards of increased customer satisfaction and brand loyalty. Neglecting advances in customer analytics technology could seriously impact a company's ability to compete in the future marketplace. Where do your customers and prospects sit on the customer analyticsmaturity scale? Are they leaders or are they laggards? Read "Customer Analytics: The 20 Attributes that Lead to Business Success" for insights into: • the key drivers needed within an organisation that help grow customer analytics maturity • why companies using paid analytics solutions experience more tangible benefits than those using free analytics • how to distinguish customer analytics leaders from laggards
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Adobe
Published By: Adobe     Published Date: Sep 23, 2019
Data is a company’s most valuable asset. Just look at Forbes’ World’s Most Value Brands list. No longer is a company’s worth evaluated by its tangible assets — data has changed all of that. Every business today relies on data. The ability to filter through volumes of data to capture true insights is critical to gaining a competitive advantage. Companies aspiring to deliver the best possible customer experiences must be able to unify different types of information, including behavioral, transactional , and operational data
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Adobe
Published By: Adobe     Published Date: Sep 23, 2019
Across every industry, many of the world's best and fastest-growing brands are using Adobe Experience Manager to deliver personalised content accurately and on time. Why should the target audience care? 86% of buyers will pay more for a better customer experience. What’s more, customer experience will overtake price and product as the key brand differentiator among consumers by 2020. Supporting Concepts: With Adobe Experience Manager, high levels of customer experience personalization, workflow efficiency, and data analysis are no longer cost- and resource-prohibitive dreams for only the biggest players. Brands featured include Silicon Labs, Morningstar, Swisscom, Raiffeisen, Hyatt, Nissan, Sony, SAS, Informatica, Jefferson Health.
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Adobe
Published By: Adobe     Published Date: Sep 23, 2019
Customer experience is the new management battleground. You know it better than anyone. Most customer experience best practices center on the value businesses need to bring to customers. But what role do customer needs play in creating an enterprise plan of attack? Get the full scoop. Plus, learn how experience managers at companies like Guitar Center, Nestle, and PETCO keep their brands thriving and competitive. Read CMO Club Solution Guide: Customer Experience Essentials.
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Adobe
Published By: Submittable     Published Date: Nov 06, 2019
Reviewing content submissions can be a long, overwhelming process of sifting through emails, attached files, and other time-consuming tasks. It’s led many publications to seek a more seamless, efficient content submission and review process. It’s integral to make sure the entire process properly showcases the integrity of the brand and creates a positive experience for both submitter and reviewer, so that you can find the best content for your needs However, finding the best content is only half the battle. You should also give your reviewers the proper tools to help them easily, quickly, and accurately review submissions allowing them to find the perfect fit. Submission management software streamlines all of your submissions, consolidating the review process, and ensuring prompt communication with your submitters. This software can also increase the quality and quantity of submissions by making the process easier for all parties, from the submitters to the review team to your admi
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Submittable
Published By: Marketo     Published Date: Sep 03, 2019
From a consumer perspective, the best brands are those that weave themselves into their customers’ lives—becoming a part of their identity. These brands are present all the time without obvious detection or being seen as a distraction. They don’t just show up to demand something—Buy Now! Start Today! Click Here!—but they don’t wait on the sidelines either. So what makes these brands so successful? Instead of being seen as overbearing, these brands are successful because they are listening and responding to customers' wants and needs. They effectively practice omni-channel marketing—marketing that seeks to provide a seamless customer experience, regardless of channel or device. Download this ebook to learn about the benefits of an advanced omni-channel marketing strategy, including how to: understand your customer journey align your organizational structure to support your omni-channel strategy coordinate your channels choose the right tools
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Marketo
Published By: HERE Technologies     Published Date: Oct 02, 2019
How can brands create relevant, authentic advertising experiences with real-world location intelligence? Innovative brands and marketers are looking for data sets and services that contextualize consumer movements and habits in the world around them. Understanding location and its connection to customer behavior is key to increasing the effectiveness of retail campaigns and diving deeper into audience behavioral patterns. HERE enables relevant and authentic experiences through real-time location intelligence. As the world’s leading location platform*, HERE also shares its insights into the future of reaching customers on their mobile devices as they travel. *Souce: Ovum and Counterpoint Research annual indexes
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HERE Technologies
Published By: Workplace by Facebook     Published Date: Dec 21, 2018
We believe people change organizations. So, we built Workplace by Facebook to empower them. Our mission is to unlock human potential by giving the world a place to work together. We do it by combining next-generation technology and easy-to use features to transform communications, culture, and workflows inside organizations of all shapes, sizes, and industries. Industries like retail. In this playbook, we’ll explore the new consumer expectations shaping the future of retail in EMEA. You’ll discover why great brand experiences for your customers start with great work experiences for your employees. Download this whitepaper now to learn more about the benefits of customer-centric collaboration tools like Workplace by Facebook. Then you’ll be ready to take the next step on your digital transformation journey.
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Workplace by Facebook
Published By: Workplace by Facebook     Published Date: Dec 21, 2018
We believe people change organizations. So, we built Workplace by Facebook to empower them. Our mission is to unlock human potential by giving the world a place to work together. We do it by combining next-generation technology and easy-to use features to transform communications, culture, and workflows inside organizations of all shapes, sizes, and industries. Industries like retail. In this playbook, we’ll explore the new consumer expectations shaping the future of retail globally. You’ll discover why great brand experiences for your customers start with great work experiences for your employees. Download this whitepaper now to learn more about the benefits of customer-centric collaboration tools like Workplace by Facebook. Then you’ll be ready to take the next step on your digital transformation journey.
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Workplace by Facebook
Published By: Workplace by Facebook     Published Date: Dec 21, 2018
We believe people change organizations. So we built Workplace by Facbook to empower them. Our mission is to unlock human potential by giving the world a place to work together. We do it by combining next-generation technology and easy-to use features to transform communications, culture, and workflows inside organizations of all shapes, sizes, and industries. Industries like retail. In this playbook, we’ll explore the new consumer expectations shaping the future of retail in APAC. You’ll discover why great brand experiences for your customers start with great work experiences for your employees. ?Download this whitepaper now to learn more about the benefits of customer-centric collaboration tools like Workplace by Facebook. Then you’ll be ready to take the next step on your digital transformation journey.
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Workplace by Facebook
Published By: Genesys     Published Date: Jun 07, 2017
Although today’s customers interact with your brand through a variety of channels, they want one thing from you: a consistent experience. Savvy customers expect that you will meet them where they are, when they need you, and with the highest quality, informed service.
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genesys, omnicannel, contact center, customer experience, customer experience management, cross-channel customer service
    
Genesys
Published By: Mobify     Published Date: Apr 14, 2015
Over two-thirds of US consumers under 50 say they would be happy if shopping evolved into a mobile-only experience, recent survey research found. Is your brand designing its mobile experience for a near future in which you may be engaging with your customers exclusively via smartphone, tablet or watch? In this guide, we draw on our experience creating mobile shopping experiences for some of the world’s leading brands to help you optimize the design of your mobile presence and improve engagement with your customers. Design matters for mobile. The user experience of your website and app can make the difference between driving revenue and driving customers away.
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mobile shopping, mobify, customer experience, customer retention, mobile-only experience, emerging marketing, internet marketing
    
Mobify
Published By: Oracle     Published Date: Mar 05, 2015
Business buyers are more demanding than ever. They expect organizations to meet their precise needs through the life-cycle of interactions with B2B brands. This means providing today’s business buyers with consumer like-experiences that allow them to do their job better and easier, and making the complex simple. Download this white paper from Aberdeen Group to learn the five best practices to get B2B e-commerce right and how to achieve best-in-class performance in customer retention, revenue growth, and operational efficiency.
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oracle, b2b, commerce, empowerment, customer, e-commerce, content, emerging marketing
    
Oracle
Published By: Adobe     Published Date: Aug 30, 2017
As customer expectations evolve alongside digital capabilities and channels, it’s not enough to offer cool experiences. Now they must be cool personal experiences that anticipate the customer’s needs and desires before even she knows about them. This change requires us to think much more broadly about how we use personalization. Already brands adopting strategies and tools for personalized experience design are gaining a sustainable competitive advantage over brands that aren’t.
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Adobe
Published By: Adobe     Published Date: Sep 12, 2017
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.
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Adobe
Published By: Adobe     Published Date: Apr 17, 2018
There’s no doubt in the trends. Focusing on the customer experience is at the top of the priority list for most companies. Personalization plays a key role as top organizations strive to make experiences as compelling as possible with the integration of artificial intelligence and cloud-based technology. To understand and prioritize what your next big moves should be, read The Econsultancy 2018 Digital Trends report. Here’s what’s top of mind for the majority of your peers: • Increasing digital marketing activities and budgets • Investing in well-designed user journeys that facilitate clear communication • Valuing creativity and design to differentiate their brands • Combining digital skills with technology to improve customer experience
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Adobe
Published By: Adobe     Published Date: May 04, 2018
There’s no doubt in the trends. Focusing on the customer experience is at the top of the priority list for most companies. Personalization plays a key role as top organizations strive to make experiences as compelling as possible with the integration of artificial intelligence and cloud-based technology. To understand and prioritize what your next big moves should be, read The Econsultancy 2018 Digital Trends report. Here’s what’s top of mind for the majority of your peers: • Increasing digital marketing activities and budgets • Investing in well-designed user journeys that facilitate clear communication • Valuing creativity and design to differentiate their brands • Combining digital skills with technology to improve customer experience
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Adobe
Published By: KPMG     Published Date: Nov 06, 2019
KPMG’s UK Customer Experience Excellence (CEE) report identifies and ranks the top 100 brands of the year – and the results for 2019 are in! David Conway, Director, KPMG Nunwood, shares stories of some of the remarkable brands appearing in this year’s table. Listen to this webinar now to discover: • What key trends are shaping organisations’ drive to achieve customer experience excellence • How to use employee and customer experience strategies to drive growth • How leading brands are optimising their management systems, culture and journeys to unlock superior performance • How your organisation can improve its position in the CEE table.
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KPMG
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