digital channels

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Published By: Microsoft     Published Date: Oct 12, 2017
Customers expect more from brands when it comes to convenience, resolution times, and agent expertise. Evolving customer preferences are tightly linked to innovations in digital technology, and brands must embrace both in order to keep pace with heightened expectations. The good news is that brands that can deliver on expectations are rewarded with higher rates of customer retention and loyalty. The Microsoft 2017 State of Global Customer Service survey polled 5,000 people from Brazil, Germany, Japan, the United Kingdom and the United States. We continue to find commonalities along with distinct differences between locals. And though people in all age groups are embracing new digital trends, millennials especially are shaping the way brands need to think about the future of customer service engagement.
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customer service, customer loyalty, digital trends, multiple channels, microsoft
Published By: INT_AstuteIT_ABM_DoubleTouch_BENELUX     Published Date: Feb 23, 2018
Traditional organizations across the globe are transforming to compete against digital-only players, in restructuring to put the customer first. The world’s buying behavior - and people’s behavior in relation to technology - is quickly changing in connection with online distribution channels, smart devices, and their interplay with offline touchpoints. Siloed business systems and their old reporting lines need to shift, and synchronize - fast.
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programme, manager, data, analyst, technical
Published By: Redstor UK     Published Date: Mar 12, 2018
A majority of businesses have adopted digital platforms across multiple channels and in many cases successfully utilised them to drive efficiency and profitability. Technology, and the data that often underpins it, has become an extremely valuable asset for businesses of all sizes. The way that companies do business has also changed and technology has played a key role in this, customers now expect instant gratification and a service model that suits their specific needs. This paper will analyse the cause and effect of companies implementing digital transformation strategies and understand the role of cloud technologies within this. It will also explore some of the wider aspects of business transformation and the journey’s businesses take to implement innovative technologies.
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digital, transformation, innovation, cloud, business, optimization
Redstor UK
Published By: LogMeIn     Published Date: Feb 27, 2018
Exceptional customer service is a competitive differentiator. Providing consistent service that is tailored to the individual across a variety of digital channels can help organizations deliver personalized experiences that exceed the expectations of today’s digital savvy consumers. Yet, many organizations fail to deliver real-time relevance in their service experiences because critical customer data is siloed in different systems (CRM, ticketing, etc.) across the enterprise, making it difficult to understand the full customer journey and their needs at that point in time. We partnered with IDG Research to survey top-performing customer service organizations to determine the challenges they face, and, more importantly, their plans for driving better outcomes. One thing is clear: taking a strategic approach to future investments can help organizations meet their customer service objectives and deliver on customer expectations.
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digital, engagement, customer, service, research, organizations
Published By: Moxie     Published Date: Feb 08, 2018
[Template] Achieve your goals by successfully mapping common sources of customer struggle to the right engagement opportunities. With ever changing customer expectations and behaviors in the new Guided Economy, Crate and Barrel decided to build a competitive advantage to improve customer experience, engagement, and acquisition across mobile and desktop shoppers. By mapping struggle to engagements, digital channels are used to help shoppers select the right products, complete orders, or process payment transactions in a PCI-compliant environment.
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customer, opportunities, engagement, planner, digital, templates
Published By: Bronto     Published Date: Feb 01, 2018
We surveyed ecommerce executives from the US, the UK, Canada, Australia and the Netherlands to learn more about their best practices. We wanted to know more about their top priorities, how they’re responding to consumer needs and how they’re optimizing their digital and mobile strategies, among other insights. What are the obstacles they’re facing, and which technologies do they think are key for future success? What You’ll Learn: • The channels and tools they’re focusing on for driving sales and profits. • How brick-and-mortar and ecommerce can complement one another. • Their take on mobile strategy and optimization by device. • The technologies they would invest in if time and money were no issue.
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ecommerce, consumer needs, retail
Published By: Cisco EMEA Tier 3 ABM     Published Date: Mar 05, 2018
When thinking about how the workforce is evolving, you need to think about what really matters to employees and how you can integrate technology in the workplace for the digital nomads of today. Corporate real estate, IT, and HR executives need to do a lot to meet those needs and achieve their HR goals. Cisco has the expertise needed to deliver high-quality mobility and collaboration solutions. We make business-critical communications possible in real time, across multiple channels. Cisco Workforce Experience offers are complete, enterprise-class solutions designed to scale smoothly and make your vision of the digital workspace a reality.
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workforce, corporate, real estate, executives, employees
Cisco EMEA Tier 3 ABM
Published By: SAS     Published Date: Jan 17, 2018
First, today’s digitally oriented customers expect banks to provide an ever-higher quality experience defined by speed and the flexibility to conduct business across many channels. They’ve grown accustomed to going online and transferring money between accounts, for example, and using their mobile device to make payments and check their account balance. These kinds of experiences have raised the bar in terms of customer expectations – and banks need to keep up, or risk losing customers. This is particularly true of millennial customers, as they have little regard for loyalty, which banks have traditionally relied on to build their business. Once frustrated by inconvenience, they don’t hesitate to switch banks – and thanks to the internet, this is now a fast, painless process.
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Published By: SAS     Published Date: Jan 17, 2018
Financial institutions (FIs) must support the channels and services that consumers demand in order to remain competitive with each other and with disruptive competitors. To that end, supporting account opening, delivering new transactional features, and facilitating payments through digital channels have become table stakes. Unfortunately, the speed and convenience that these capabilities afford is a benefit to consumers and fraudsters alike. To successfully prevent fraud while retaining the benefits of offering digital financial services, FIs must understand how fraudsters are exploiting these capabilities and fight fraud with customer experience in mind.
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Published By: Oracle     Published Date: Feb 24, 2015
30 seconds or less. The average length of time that consumers spend reading or listening to online marketing communications . Marketers today are now equipped with the strategies and technologies to better capture consumer attention. To do this, they need to orchestrate individualized customer experiences across the digital channels. Read on for a statistical profile of today’s distracted consumer, followed by actionable tips for effectively communicating and converting this new type of consumer.
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oracle, marketing, consumers, attention, message, distractions, communications, conversions
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
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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Published By: Limelight Networks     Published Date: Mar 02, 2018
In the increasingly competitive OTT market, competition for viewers is high. Providers must find ways to not just deliver compelling content, but to deliver compelling viewing experiences. In this whitepaper, you’ll learn about the critical challenges facing OTT providers today and how they can be overcome to provide the broadcast quality experiences viewers expect, regardless of the device in use or the viewers location in the world. Are you ready to keep your subscribers happy and away from your competition? Download this free white paper OTT 3.0: How to Build a Better Mousetrap and learn: Why personalized content discovery is so important to viewers – and to the success of your business How to avoid internet congestion by leveraging technologies like a CDN The importance of global network scale to meet spikes in consumer traffic The impact of advertising on viewer abandonment
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content delivery network, cdn, digital content delivery, mobile delivery, global content delivery, live streaming, video on demand, video delivery
Limelight Networks
Published By: Adobe     Published Date: Nov 07, 2013
Using mobile sites, apps, and emerging technologies to build loyalty.
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adobe, mobile consumer survey, mobile devices and tablets, digital marketers, market segmentation, tablet-specific strategies, mobile websites, applications
Published By: Akamai Technologies     Published Date: Dec 07, 2016
Many industry experts advise financial services institutions (FSIs) to embrace digital transformation. At the heart of that mandate is the need to satisfy rising customer expectations for fast, secure, always-on services delivered seamlessly across all channels and devices. While it’s important to harness the digital technologies today’s customers turn to — especially when it comes to engaging the millennial generation — FSIs need to optimize web and mobile performance to deliver exceptional end-user experiences. Here are eight considerations. Get started on your journey – download the whitepaper today
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online banking service, online banking services, online banking application, online banking applications, online banking app, online banking apps, financial services it, online banking solutions
Akamai Technologies
Published By: Adobe     Published Date: Mar 21, 2017
The five best practices within this guide can help retailers to become experience-led businesses. That means not only blending digital and physical channels into a fully connected customer journey, but also building experiences around the customer in ways that put their needs and wants front and centre.
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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: IBM APAC     Published Date: Sep 25, 2017
As technology has progressed companies have always taken advantage of it to evolve how they engage with their customers. But today, something different, more fundamental is happening. How shoppers and buyers want to interact and transact with companies is changing dramatically, driven by the fusion of physical and digital channels.
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technology efficiency, market dynamics, data privacy, data security, device management, platform management, enterprise management
Published By: Workday DACH     Published Date: Mar 08, 2018
The digital revolution is reshaping how business is being conducted. Companies are exploring new ways to use mobile, social, and other digital channels to connect with customers in the channels they prefer and to drive efficiencies in business and operational processes. A major challenge companies face in executing on digital strategies is determining which C-level executive is best positioned to drive the digital agenda. Research reflects that ownership is fractured across multiple C-level roles. Thanks to their technical acumen and their unique perspective across all facets of the business, the CIO is ideally positioned to navigate the digital journey. In this white paper by Workday and HMG Strategy, you will discover: • Examples of innovative techniques in digital business that are resulting in successful business transformation by industry leaders. • The key traits that are required by innovative CIOs to flourish, including a willingness to be risk-tolerant and apply courageous
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Workday DACH
Published By: IBM UK&Ireland     Published Date: Nov 14, 2017
Today’s empowered consumers want to shop anywhere, anytime and they expect nothing less than a seamless experience with all their needs accommodated as they shift among mobile, digital and physical channels. They want the freedom and choice of online shopping, balanced with the comfort and immediacy of a physical store. They want to research and select items from their armchair, check out offers when they’re on the move and then try out products in the store.
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omni channel, retail success, customer empowerment, digital, mobile, ibm
IBM UK&Ireland
Published By: Akamai Technologies     Published Date: Mar 15, 2016
Many industry experts advise automotive companies to embrace digital transformation. At the heart of that mandate is the need to satisfy rising customer expectations for fast, secure, always-on services delivered seamlessly across all channels and devices. Read the seven top considerations as you embrace digital transformation.
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automotive, digital transformation, customer relations, best practices, industry optimization
Akamai Technologies
Published By: Genesys     Published Date: Jul 27, 2016
Your Guide to Delivering Seamless, Personalized Customer Experiences across Digital and Voice Channels
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genesys, omnichannel, contact center, customer experience, metrics, enterprise applications
Published By: Progress     Published Date: Oct 09, 2017
As the digital revolution continues to transform how businesses interact with their audiences, consumers are increasingly demanding new forms of empowerment. Companies must address these demands to craft a better customer experience, especially as more brands begin to engage their audiences through mobile channels.
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Published By: Oracle Marketing Cloud     Published Date: Oct 11, 2017
Successful email marketing, demand generation, and lead management processes hinge on a modern strategy aligned to buyer needs across all phases of the buying process — marketing automation. Using a wide spectrum of digital channels, today’s buyers employ an extensive network of tools and resources to make the most informed purchase decisions. The Modern Marketing era is driven by the self-educated buyer who marketers must engage to achieve a relevant, targeted, and value-based customer experience. Find marketing automation fundamentals here.
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Oracle Marketing Cloud
Published By: Genesys     Published Date: May 10, 2016
Most contact centers now allow customers to interact through non-voice, digital channels, but still monitor performance only in voice.
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genesys, nemertes, omnichannel, contact center, metrics, customer experience
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