customer experience platform

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Published By: Genesys     Published Date: Jun 13, 2018
When building artificial intelligence (AI) into your business strategy, it’s easy to become distracted by all the new technologies on the market—each one promising a better customer experience. Make decisions based on facts, not misconceptions. When you evaluate AI technologies, consider these facts: • Bots working with human agents enables a seamless customer journey • Automated self-service costs as little as 20 cents per interaction • A single platform makes it easier to deliver personalized, proactive and predictive experiences See how AI connects customer conversations in this new analyst guide, 2017 ContactBabel Inner Circle Guide to Self-Services.
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artificial intelligence, customer experience, customer journey, self-servic e, personalization
    
Genesys
Published By: ADP     Published Date: Jun 01, 2018
The Marcus Buckingham Company, an ADP Company, commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential return on investment (ROI) enterprises may realize by deploying StandOut. The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of StandOut on their organizations. To better understand the benefits, costs, and risks associated with this investment, Forrester interviewed several customers with experience using StandOut. StandOut is an integrated suite that pairs a technology platform with coaching to help organizations achieve their talent activation goals. Prior to using StandOut, the interviewed organizations did not have a structured program to improve and measure employee engagement and performance. Organizations used annual surveys and annual performance reviews, and some even encouraged weekly check-ins, but there was no guidance on how to complete these tasks, and the data t
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ADP
Published By: Oracle     Published Date: Mar 05, 2015
Is your organization truly meeting the expectations of your customers and delivering a differentiated experience that builds revenue growth and loyalty? Although there is currently a lot of focus on what constitutes the ideal digital experience, few organizations have successfully executed a strategy that takes the entire digital experience equation into consideration. Download this whitepaper now to learn the 5 keys to the digital experience equation and to read case stories on companies who have gotten it right.
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oracle, commerce, empowerment, customer, e-commerce, content, marketing, retail ops, digital, experience, brand, scaleability, platform, emerging marketing, internet marketing, crm & customer care
    
Oracle
Published By: Oracle     Published Date: Mar 05, 2015
Learn the 20 key commerce metrics that you should be tracking to measure and optimize your commerce results. For each metric, you will learn what it means, why you should be tracking it, industry benchmarks. Download the eBook now.
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oracle, commerce, empowerment, customer, e-commerce, content, marketing, retail ops, digital, experience, brand, scaleability, platform, sales, cost, performance, metrics, customer acquisition, search, social
    
Oracle
Published By: Genesys     Published Date: Nov 15, 2017
Choosing the right technology to design and orchestrate customer engagement across all digital channels and voice is key to delivering on customer expectations for effortless omnichannel experiences.
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customer experience, customer engagement, omnihannel, customer experience platform, customer journey
    
Genesys
Published By: DataStax     Published Date: Mar 10, 2017
Today’s customers expect a seamless, intelligent and personalized experience that operates at the speed of the cloud and is continuously available regardless of location or platform. To deliver an optimal customer experience that will enable you to stay ahead of competitors you need a distributed, responsive and intelligent architecture which is only possible when the right database is in place. Read this eBook to learn how your database technology decisions can affect your ability to deliver either a transformational customer experience or a lackluster, dissatisfying encounter that benefits your competitors, not your bottom line.
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DataStax
Published By: Adobe     Published Date: Nov 09, 2017
Robust Data Management Platforms drive intimate customer experiences. You know the importance of identifying your best customer segments and treating them right. You also know that takes a ton of work. But it’s work that we can help you accomplish with our integrated and secure Data Management Platform (DMP). By using Adobe Audience Manager, our DMP offering, you'll aggregate data from all your sources to better understand your current customer segments, while we also help you identify new audiences to target. The new Forrester Wave™: Data Management Platforms, Q2 2017 says “Adobe was a DMP Forrester Wave leader in 2013 and 2015, and continues to set the pace in this Forrester Wave.” See where we receive the highest scores and why we are named a Leader in this report.
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Adobe
Published By: Adobe     Published Date: May 04, 2018
Adobe is the only Leader in Digital Intelligence Platforms. Digital intelligence with scope and depth. Your customers come to you from different places, so your data insights should do the same thing. Adobe Experience Cloud’s digital marking and analytics solutions help you combine insights from existing, new, and emerging channels. Read the Forrester Wave™: Digital Intelligence Platforms, Q2 2017 to find out why we stand alone among DI platform vendors.
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Adobe
Published By: Sitecore     Published Date: Feb 26, 2016
Mobile isn’t about devices, it’s about people. Understanding this helps mobile leaders deliver contextual content that creates personalized mobile customer experiences. With a mobile leadership mindset, you can build a platform for increasing engagement and loyalty – and driving better commerce results.
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wireless management, wireless, communications, business practices, commerce
    
Sitecore
Published By: Oracle Commerce Cloud     Published Date: Sep 06, 2017
"The success of your digital strategy requires bridging the gap between your core capabilities and what customers want. Watch this on demand webcast with Forrester’s Vice President and Principal Analyst, Ted Schadler, Michael Fasosin, Chief Strategy Officer, Spindrift & DigitasLBi OSG, and Oracle to learn: - Key trends in consumer online shopping behavior - How to develop a successful digital experience technology strategy and roadmap - The essential components of a modern digital experience platform - How to achieve quick-wins and long term investments simultaneously You will also see a short demonstration of how Oracle's CX Cloud solutions deliver personalized, unified experiences across channels. "
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Oracle Commerce Cloud
Published By: Oracle Commerce Cloud     Published Date: Sep 06, 2017
"Agility, customer experience and headless commerce are key features in the next wave of digital commerce platforms, as application leaders guiding B2C, B2B and B2B2C organizations try to keep pace with the digital economy. Read this report to learn: - Key findings and recommendations for digital commerce and application technology leaders - Critical capalities for a modern digital commerce platform - Evaluation and rating of 21 digital commerce vendors"
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Oracle Commerce Cloud
Published By: Cisco     Published Date: Apr 20, 2016
Cisco is helping marketers understand and shape the customer experience, onsite, online, via social media, and through mobility platforms.
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cisco, internet of things, customer experience, marketers, social media, internet marketing
    
Cisco
Published By: Sitecore EMEA     Published Date: Jan 23, 2018
The global beauty company provides an exhilarating example of the power of context-driven commerce. When customers can rely on brands to achieve the outcomes that are important to them, brand owners can shift their focus from nonstop customer acquisition to long-term customer engagement. The Sitecore Experience Platform and the underlying Sitecore Experience Database are foundation technologies for IT organizations wanting to implement context-driven commerce environments that function elegantly today and into the future. Sitecore puts an end to digital retailers’ obsession with cart abandonment, replacing it with opportunities to delight customers with personal, meaningful commerce offers.
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advertising, revenue, customers, social channels, sitecore
    
Sitecore EMEA
Published By: Dell EMC     Published Date: Aug 22, 2017
Identifying the benefits, costs, and risks associated with an Isilon implementation, Forrester interviewed several customers with experience using Isilon. Dell EMC Isilon is a scale-out NAS platform that enables organizations to store, manage, and analyze unstructured data. Isilon clusters are composed of different node types that can scale up to 68 petabytes (PB) in a single cluster while maintaining management simplicity. Isilon clusters can also scale to edge locations and the cloud
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Dell EMC
Published By: Pure Storage     Published Date: Nov 02, 2017
Pure Storage has significant expertise creating scalable, enterprise-class, flash-optimized storage platforms, and with FlashBlade, Pure Storage has crafted a turnkey, purpose-built platform that is well suited to cost effectively handle the performance and capacity requirements of genomics workflows. Pure Storage has differentiated itself from more established enterprise storage providers by delivering an industry-leading customer experience, as shown by its extremely high NPS, indicating it knows how to meet and is committed to meeting customer requirements. Whether genomics practitioners plan an on-premises deployment or a cloud-based deployment for their genomics workflows, they should consider the performance, cost, and patient care advantages of the Pure Storage FlashBlade when choosing a platform, particularly if they plan to retain data for a long time and use it frequently.
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results, management complexity, high costs, new flash array, afa, pure storage, market, scale ability
    
Pure Storage
Published 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
Published By: KPMG     Published Date: Jul 11, 2018
Despite multi-billions of investment, only a small number of UK firms succeed in making customer experience a source of value. How can you join them and get CX investments flowing through to your bottom line? Read this report to understand: • how CX leaders are reappraising organisational structures to get closer to the customer • what four key principles they follow to build a connected customer experience • how they are using events in customers’ lives to drive innovation and set new standards in customer experience • how the connections enabled by CX platforms work as a springboard for success.
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KPMG
Published By: Data Stax     Published Date: Oct 14, 2016
Financial services companies engage with customers across multiple channels and across a range of financial products. This wealth of customer information is often stored in isolated data silos. Building a 360° view of the customer can directly impact customer experience and help banks grow customer retention, upsell products and provide compelling interactions. This paper examines the challenges these institutions face when creating a 360° view of every customer interaction, what database requirements the lines of business should look into, and use cases to benefit from by leveraging DataStax Enterprise, the database platform purpose built to power cloud applications.
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datastax, netflix, mint bills, digital, personalization
    
Data Stax
Published By: ServiceNow     Published Date: Apr 12, 2017
Read The Total Economic Impact™ of ServiceNow, an April 2017 commissioned study conducted by Forrester Consulting on behalf of ServiceNow, to understand the benefits, costs, and risks associated with the following ServiceNow solutions: IT Service Management, IT Operations Management, and Performance Analytics. The study, commissioned by ServiceNow, covers key findings in these three categories: Modernizing IT Service Management Eliminating Service Outages Optimizing Performance with Real?time Analytics Forrester interviewed seven current ServiceNow customers with years of experience using the solutions identified above. The purpose of the study is to provide potential customers with a framework to evaluate the real world customer experience and economic impact of the Now platform on their organizations.
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operations management, performance analytics, it management, it automation, it ticketing, help desk, service desk, itsm, it service management, management, service, automation, productivity, infrastructure
    
ServiceNow
Published By: Genesys     Published Date: Feb 27, 2018
What if the cloud could radically improve your customer’s experience, your operations, and your bottom line? There’s a reason why many organizations are taking advantage of the benefits of cloud for contact centers. This eBook, focuses on two profiles for small contact centers, small business and small of large - a small contact center that is part of a much larger enterprise. Get key insights from independent market research that will help you make a case to take your customer communications platform to the cloud. With the right solution, your business can benefit from enterprise-quality capabilities at a price you can afford. And you can realize a return on investment in as little as three months! Download this eBook and learn: • How to calculate ROI and time-to-value in different types of small contact center profiles • What factors to consider when selecting a cloud vendor • Three common myths about the cloud
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ebook, cloud, customer experience
    
Genesys
Published By: Genesys     Published Date: Feb 27, 2018
PureCloud was designed to simplify the way you manage customer relationships. It’s powerfully simple, fast and intuitive. But you don’t have to take our word for it. Get a better look at the benefits and tools of Genesys PureCloud in a new report by Nucleus Research. For their study, Nucleus examined past and current customer experiences, breadth of functionality and results of use. From rapid cloud deployment to rolling software updates, PureCloud enables best-in-class customer experiences today and well into the future. Read the full report to learn more about: • PureCloud tools like automated omnichannel routing, social channel management, outbound dialing, integration with other software and analytics and reporting. • Benefits of the platform such as lower costs, increased flexibility, improved time to value, and better workforce optimization. • Current customer success stories and the future of PureCloud.
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nucleus research, genesys purecloud, genesys, omnichannel, customer experience
    
Genesys
Published By: Datastax     Published Date: Apr 04, 2017
Today’s customers expect a seamless, intelligent and personalized experience that operates at the speed of the cloud and is continuously available regardless of location or platform. To deliver an optimal customer experience that will enable you to stay ahead of competitors you need a distributed, responsive and intelligent architecture which is only possible when the right database is in place. Read this eBook to learn how your database technology decisions can affect your ability to deliver either a transformational customer experience or a lackluster, dissatisfying encounter that benefits your competitors, not your bottom line.
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datastax, technology decisions, customer experience, customer loyalty
    
Datastax
Published By: Group M_IBM Q1'18     Published Date: Feb 09, 2018
Thrill customers and empower employees with omni-channel, socially-infused digital experiences to drive better business outcomes IBM Customer Experience Suite features rich, integrated capabilities for managing web content, rich-media assets, real-time social communications, robust customer self-service capabilities, business analytics and mobile device delivery IBM Employee Experience Suite enables employees to easily find and share relevant information across multiple platforms, diverse geographies with multiple languages, and within the context of business applications
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digital experience, ibm, software
    
Group M_IBM Q1'18
Published By: Intel Corp.     Published Date: Nov 21, 2017
this Whitepaper will provide an overview on personalizing customer experiences to pinpointing undetected fraud, to identifying business efficiencies, Intel's Saffron Natural Intelligence Platform helps financial institutions increase revenue and prevent loss.
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Intel Corp.
Published By: Selligent Marketing Cloud     Published Date: Mar 07, 2018
Among all the trends and buzzwords currently shaking up the marketing industry, one concept is emerging as the one to watch: customer experience (CX). Providing individual customers with the best possible experience is becoming the top priority at the moment, even to the point where experience outshines product quality(!) as the main differentiator. This is confirmed by a recent Gartner1 survey, in which 86 percent of participating companies listed customer experience as the main factor for gaining a competitive advantage, compared with merely 36 percent in 2012.
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customer lifecycle, lifecycle marketing, customer experience, omnichannel, multichannel, automation, loyalty, crm, marketing, personlisation, campaign management, customer marketing, retention marketing, marketing cloud, marketing solution, marketing platform, artificial intelligence, prediction learning, product recommendation
    
Selligent Marketing Cloud
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