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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: Genesys     Published Date: Jun 19, 2019
Success is defined by the quality of your customer relationships. Outdated infrastructure hinders your ability to deliver consistent service across all channels and touchpoints. With rising customer and business demands, you might not have time to wait and see what long-term options a vendor will offer, and when. Proven, market-leading customer experience solutions let you optimize customer engagement across existing channels. And with a partner who’s focused on both innovation and your success, you can future-proof your business as it evolves. Read this executive brief to learn how to incorporate an open, stable and proven customer experience platform—and provider. Discover the advantages of a proven prescriptive migration methodology that will guide your successful customer experience transformation, including: Establishing a solid foundation for customer engagement channels and touchpoints as they emerge Extending omnichannel engagement across departments and processes outside of
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Genesys
Published By: Genesys     Published Date: Jun 19, 2019
Today’s customers want fast, hassle-free, personalized interactions across channels. Global brands like PayPal, Heineken and Vodafone have embraced technology to deliver truly connected, omnichannel customer experiences. By migrating to a best-in-class customer experience platform, they’ve been able to: Meet critical business timelines with a cloud-based transition Address industry-specific regulatory requirements Reduce maintenance and operational costs Optimize employees Accelerate time-to-value and ROI Improve Net Promoter Score, customer satisfaction, call resolution Learn the four steps to plan and execute a successful, seamless migration and customer experience transformation.
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Genesys
Published By: Genesys     Published Date: Jun 19, 2019
With a proven customer experience platform and provider, you can overcome the limitations of legacy contact center technology and meet the needs of your customers –today and tomorrow. And, you’ll avoid the risk and uncertainty of maintaining an outdated contact center, from challenges that affect service quality to time-consuming and costly upgrades. It’s time to move forward. Read this ebook to learn: Steps to mitigate risk by minimizing your reliance on aging technology Proven and successful deployment options and migration strategies How to migrate at your own pace Benefits of adding the Genesys customer experience platform and solutions to your existing contact center environment
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Genesys
Published By: Genesys     Published Date: Jun 19, 2019
Contact center technology plays a major role in the success of your customer experiences and business operations. Having the optimal solutions, infrastructure and provider in place are fundamental to meeting current and future goals and expectations. If you’re struggling with outdated contact center systems that limit channels and customer information, the best path forward is to migrate to a solution that lets you overcome those technology limitations. And the first step is to download this comprehensive checklist to evaluate key solutions and vendor considerations. You’ll learn how to: Identify business goals and outcomes that are most important for your organization Evaluate deployment options based on necessary flexibility and capabilities Understand your technology needs and priorities Assess vendor viability
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Genesys
Published By: Red Hat     Published Date: Jun 19, 2019
IT and business are changing rapidly. Growth opportunities in new markets, evolving customer behaviors and preferences, increased competitive pressure, and new standards in regulatory compliance are causing organizations to adapt their operations and processes.1 Even so, rigid legacy IT infrastructure can keep you from adjusting to change and reduce the business value of IT. These complex environments often limit flexibility, speed, and scalability, resulting in slow application and service delivery. As a result, your organization can experience broad effects, especially within your IT operations and development teams. Developers need resources to be provisioned and scaled quickly so they can begin work immediately when an idea strikes. They also want more control over those resources while they are in use. However, with complex, hard-to-manage environments and manual processes, IT operations teams often struggle to provide resources and services at the speed that developers demand. Th
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Red Hat
Published By: MuleSoft     Published Date: Jun 18, 2019
More and more financial institutions are partnering with fintechs and leveraging Application Program Interfaces (APIs) to attract new prospects and to delight current consumers through unprecedented Customer Experience (CX). APIs offer a bridge between systems while paving a digital path to a connected financial ecosystem. The institutions that are able to drive this digital transformation successfully, do not think of these capabilities as additional channels and services. Rather, these institutions understand that they must move from a vision of banking as a physical network of branches and ATMs, to a digital platform, comprising core capabilities such as account servicing and the provision of financial products that can be accessed wherever, and whenever, customers wish. Join this webinar and learn how these institutions are building a digital banking platform with APIs. Presented by: Angie Campos, Industry Marketing for FS&I, MuleSoft Michel Vaja, Head of UK Payments Practice, C
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MuleSoft
Published By: MuleSoft     Published Date: Jun 18, 2019
Well-designed APIs, created along with a holistic integration strategy with Anypoint Platform, create a seamless omnichannel experience that customers want and businesses need. To deliver a reliable and unified experience more quickly, companies must adopt a new approach that involves an omnichannel architecture. Across industries from healthcare to banking to retail, MuleSoft is powering omnichannel strategies that result in faster time to market, improved customer satisfaction, and increased revenue. Watch this webinar, including a demo, to learn how to: Take an API-led approach to omnichannel that enables companies to deliver a unified experience 5x faster Leverage Anypoint Exchange to enable consistency by design through the reuse of integration assets across channels, translating to a consistent experience for your customers Prepare for the future (and future channels) with support for different deployment models with a single, unified platform Presented by: John Withers, Produ
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MuleSoft
Published By: ServiceSource     Published Date: Jun 18, 2019
Market shifts and evolutions over time have brought us to a very unique point in B2B commerce. We’ve rapidly accelerated through several transitions: from a product economy, to the service economy, to the subscription economy, and today, the experience economy. Download the whitepaper to learn how ServiceSource can provide the most comprehensive and streamlined customer journey experience that spans the entire B2B customer lifecycle.
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ServiceSource
Published By: ExpertVoice     Published Date: Jun 17, 2019
I’m not sure if you’ve heard, but people keep talking about how we’re in the midst of a retail apocalypse. It’s this thing where lots of brick-and-mortar locations close down, and even entire companies go out of business. There’s quite a bit of blame to go around: The Great Recession, and Amazon, and private equity, and shifting consumer spending behaviors. In spite of the doomsday headlines, some brands continue to succeed, and a lot of those brands seem to be focusing on one thing: the customer experience. A good retail experience for a customer can be as complicated as incorporating innovative technology like 3D printing to create a clothing item on-demand, or as simple as focusing on the store employees. Unfortunately, a lot of brands and retailers overlook the latter. In fact, according to this recent panel surveying retail employees, only 35% of retail employees feel as though training is effective. That’s a scary number for both retailers and brands, because without a well train
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ExpertVoice
Published By: ExpertVoice     Published Date: Jun 14, 2019
Of course you want to ensure your customers have a good experience, that you’re creating brand loyalists and building a positive reputation along the way, but most importantly, you want to impact your bottom line. That’s where advocacy marketing comes in. Advocacy marketing is harnessing the voices of your brand’s fans and leveraging them to increase sales. Also known as word-of-mouth marketing, advocacy marketing is using happy customers to promote your business — and sell more
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ExpertVoice
Published By: Five9     Published Date: Jun 14, 2019
An empowered agent workforce that delivers amazing customer experiences makes the difference when customer loyalty is on the line. There is a strong link between customer experience, customer loyalty, and business profitability. That’s why organizations in every industry strive to deliver experiences that customers love. Where is your organization today and how can you lead the digital transformation of customer experience in a way that truly empowers contact center agents to deliver the kind of service that will grow revenue and increase word of mouth about your brand? In this paper, we’ll explore four ways to help you achieve this goal.
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Five9
Published By: Five9     Published Date: Jun 14, 2019
If you’re already operating a cloud contact center, you may skip this section and jump to the Intelligent Cloud Contact Center below. But, if you’re still on-prem and starting to wonder and envision just what a cloud contact center could do for you, here are some things to consider. Today’s consumers are loyal not to organizations, but to the experience they have – moment by moment – with an organization. That means loyalty is always based on the present experience. Dimension Data reports that 88 percent of companies believe customer experience (CX) is a competitive differentiator.1 At the forefront of this is customer care.
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Five9
Published By: Five9     Published Date: Jun 14, 2019
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: Emarsys - APAC     Published Date: Jun 12, 2019
Website engagement cannot be overlooked if the customer experience is the deciding factor in terms of brand loyalty in today’s digital ecosystem. Here are 10 incredibly useful ways for retailers to increase website engagement.
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Emarsys - APAC
Published By: Uberflip     Published Date: Jun 11, 2019
Personalized content experiences now play a key role in how we engage our customers throughout the buyer journey. With that, more and more companies are looking to invest in technology to help them create and manage personalized content experiences at scale. But with a growing list of vendors, it’s becoming increasingly difficult for organizations to pinpoint the right solution.
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Uberflip
Published By: Stripe     Published Date: Jun 11, 2019
On 14 September 2019, new requirements for authenticating online payments called Strong Customer Authentication (SCA) will be introduced in Europe as part of the second Payment Services Directive (PSD2). The changes introduced by this new regulation are set to deeply affect internet commerce in Europe. Impacted businesses that don’t prepare for these new requirements could see their conversion rates significantly drop after the enforcement of SCA. This guide takes a closer look at these new requirements and the kinds of payments they will impact, including ways to use exemptions for low-risk transactions to offer a frictionless checkout experience. Download the guide to learn more.
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sca, online economy, online payment
    
Stripe
Published By: KPMG     Published Date: Jun 10, 2019
Technology plays a pivotal role in delivering the customer experience. Explore the forces moving CX to the top of the IT agenda. Read this report to discover: • how technology can help deliver what customers want • four areas where the CIO can make the biggest impact • priority actions for driving the CX agenda forward.
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KPMG
Published By: KPMG     Published Date: Jun 10, 2019
Today’s customers want 24/7 access, mobile availability, quality, low prices, fast shipping, easy returns and instantaneous service. These expectations demand that every business function be customer-centric, including operations. Read this report to find out: • how to create customer-centric operations to deliver the customer experience • the eight essential components of a connected, customer-centric enterprise • why alignment between the COO and CIO is essential • five key steps to start transforming operations to drive growth and create value.
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KPMG
Published By: Gigamon     Published Date: Jun 10, 2019
Need to deliver secure customer experiences and high application performance? View our new infographic, “Digital Transformation: Seeing Through the Clouds to the Journey Ahead” to learn how to get the breadth and depth of network and application visibility needed to effectively monitor and secure your digital applications.
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Gigamon
Published By: Group M_IBM Q2'19     Published Date: Jun 10, 2019
In the era of individual-centered economy, customers are demanding faster, more personalized services. To deliver these services, successful organizations realize the benefits of accurate and trusted master data. And in today's always on society, companies can no longer afford to allow downtime for maintenance and scheduled upgrades for these services and the supporting applications. With low latency capabilities in IBM InfoSphere Master Data Management designed to easily connect to applications in a zero-downtime environment, the highest demands for user interactions can now be realized. As a result, businesses can therefore take the next step in their digital transformation initiatives to truly drive personalized differentiated customer experiences to separate themselves in today's crowded marketplace. View this webinar to discover how IBM MDM puts these capabilities within easy reach. The webinar will: Reveal how these capabilities are being delivered on-premise and on t
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Group M_IBM Q2'19
Published By: Google Apigee APAC     Published Date: Jun 10, 2019
How Six Companies Innovate with API Management Companies are hungry for ways to innovate in the digital age, and as enterprises have experimented with new technologies, it’s become clear that success requires expanding the reach of digital assets beyond a business’s internal talent. The connected experiences that customers demand occur across a range of channels, and the people building those experiences can be a developer building a mobile app in her garage just as easily as an IT engineer. Businesses need to make their digital assets leverageable to more developers so they can build more digital experiences across more channels, scalably and securely, to engage more customers. In this brief, we explore the diverse ways that innovation leaders have leveraged APIs to transform the way their companies do business. Download this brief to learn more about how to use the power of APIs to open new business channels for your company.
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Google Apigee APAC
Published By: KPMG     Published Date: Jun 06, 2019
Brands built around trusted technology enjoy increased customer loyalty and greater customer spend. This makes building technology that helps deliver a positive customer experience a strategic imperative for technology executives. Read this briefing to discover: • the trends pushing customer trust ever higher up the corporate agenda • how technology leaders can become the catalysts for customer trust • six priority actions for building technical and perceived trust.
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KPMG
Published By: KPMG     Published Date: Jun 06, 2019
Companies that use digital technologies to drive agility and responsiveness, and enhance the customer experience achieve higher revenue growth than their competitors. Find out how. Read this briefing to discover: • how digital leaders are different from the average organisation • key characteristics of digital leaders • how the CIO can become the agent for digital change.
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KPMG
Published By: KPMG     Published Date: Jun 06, 2019
Leading companies are focused on increasing customer satisfaction and retention by taking an organisation-wide, customer-centric approach. Find out about the critical role HR has to play in elevating the customer experience. Read this report to discover: • how HR can influence the customer agenda • how to take advantage of AI and D&A to recruit the right people • what skills customer service employees will need as a result of automation • how to win senior buy-in for new HR policies and approaches • seven action steps for building a customer-centric culture.
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KPMG
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