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Published By: Marketo     Published Date: Jun 04, 2018
Until now, most organizations have built their MarTech stacks piece by piece—adding technologies to meet new needs or test new delivery methods. But with so many applications available and so many competitive gains to be made by using the right combination of technologies, it is increasingly important to have a strategy to connect your stack across marketing and other revenue-driving functions. By harnessing a well-considered MarTech stack, marketers can bring order to the overwhelming volumes of data they collect from online and offline interactions with prospective and existing customers. Better yet, this technology enables you to make those insights actionable, meaning you can make informed decisions. Download this ebook for seven practical steps your organization can take to put together a high-performance MarTech stack.
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Marketo
Published By: Limelight Network     Published Date: Apr 04, 2012
On the Internet, page-loading delays can stop customers from buying. Download our free report, 3 Proven Ways to Boost Transactions with Web Acceleration, and learn how Limelight Network's front-end acceleration technology can improve Time to Action.
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webpage speed, page load, e-commerce, online shopping, transactions, mobile shopping
    
Limelight Network
Published By: Egencia     Published Date: Apr 27, 2012
Egencia launched a revolution in corporate travel nearly a decade ago by empowering customers with powerful technology. Find out more now!
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customer, egencia, business travel, egencia, expedia, expedia corporate travel, corporate travel, travel services, travel management, travel agency, booking, airfare, saving, trip, trip planning, business trip, traveling, travelers, travel savings
    
Egencia
Published By: Riverbed     Published Date: Oct 09, 2012
In this report, Taneja Group explores how Riverbed Technology has identified a critical challenge that limits IT performance in highly distributed customer environments: costly, complex, and hardware-heavy branch offices. The report profiles the new Steelhead EX + Granite appliance, combining a true "branch-office box" virtualized hardware platform with a first-of-its-kind block storage technology. Download now.
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it infrastructure, data, virtualization, optimization, servers
    
Riverbed
Published By: BMC Software     Published Date: Jan 31, 2014
“Exploring Business and IT Friction: Myths and Realities,” outlines key issues that cause friction between business users and IT, such as: • Gaps in customer satisfaction and the perceived value of services • Inadequate IT support, which decreases productivity and revenue • Lack of communication and ownership in how business users and IT work together to identify service levels and technology needs See what 900 business and IT professionals had to say and get recommendations for change.
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bmc, cosumerized technology, cloud technology, mobile technology, social technology, customer-first, modernized work processes, social-enabled enterprise applications, internal customers, gartner, itssm, saas, itrpm, it service support management tools, cloud-based, customer experience, consumerization
    
BMC Software
Published By: Marketo     Published Date: May 18, 2017
Across industries, marketing increasingly plays a critical role in company growth. After all, the top expectation of CEOs polled by Gartner, in the 2014 Gartner Executive Summary for CMO Leadership, Accountability, and Credibility within the C-suite, is that the CMO would not only improve, but also own the customer experience by 2016. Combine this with the fact that digital is quickly becoming the de facto medium for customer interactions, and it’s easy to see why it’s essential that CMOs build an effective, efficient, and scalable marketing technology (aka MarTech) stack. Today, according to Forrester’s 2015 research, “Don’t Let Muddled Messaging Compromise Customer Experience,” as much as 90% of a buyer’s journey is self directed. Your buyers have moved online and many of them (likely a majority of them) prefer to be reached through digital channels.
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integrate, social lead tool, slide share, webinar platform, lead capture, web forms, delivery assurance, event automation
    
Marketo
Published By: Marketo     Published Date: Aug 10, 2017
So why is a MarTech stack so critical to success? At its base, a strategic MarTech stack is how you can efficiently and effectively stay connected to your buyers. And that is critical when you consider that businesses are competing on customer experience. In fact, a Harvard Business Review study, “Designing a Marketing Organization for the Digital Age,” described marketing technology as essential to creating agile and fluid structures and driving customer engagement. Teams that use marketing technology understand that by doing so, they can gain better insights into the unique relationships and connections with their customers and prospects.
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martech, marketing technology, customer engagement, customer experience
    
Marketo
Published By: Oracle     Published Date: Oct 22, 2015
In his annual list of strategic issues for the CIO, tech blogger and Oracle chief communications officer Bob Evans estimates the CIO fulfills four major roles, each of which directly contributes to the success of the business. Look around at the retail IT leaders you admire most and you will find that they fulfill every role. This eBook takes a closer look at the Business Transformer, Customer Expert and Advocate, Technology Visionary and the Culture Warrior.
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oracle retail, retail cio, retail it leaders, business transformer, customer expert
    
Oracle
Published By: Oracle     Published Date: Jul 13, 2016
The in-store experience is changing dramatically. Not long ago it was straightforward and transactional: consumers would go into a store and, if it stocked what they wanted, would buy. If it didn’t, they would walk out, but their options to go elsewhere were often restricted by distance, choice and convenience. In this issue of Beyond Retail, we look at how the Point of Sale is changing to deliver a modern in-store experience, and how it can help retailers keep pace with the changing habits of their customers. We also explore how changes in PoS technology can affect store layout and the role of PoS in bridging the online and offline retail experience.
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oracle retail, point of sale, point of service, pos, customer experience, best practices, beyond retail, pos technology
    
Oracle
Published By: ServiceSource     Published Date: Sep 15, 2015
Companies that take a more sophisticated approach to customer success, revenue retention and revenue growth after the initial sale earn 46 percent more revenue compared to their less sophisticated peers, according to a global study conducted in 2015 across software, hardware, SaaS and life sciences companies. The study highlights the urgent need for companies to consider the full range of customer success and revenue growth activities after the initial sale—collectively called the “revenue lifecycle”—which includes onboarding, adoption, upselling/cross-selling, retention and renewal. The study shows that a company that improves people, processes, technology, data and KPIs in the revenue lifecycle can expect to improve renewal rates by more than 31 points.
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ServiceSource
Published By: MuleSoft     Published Date: Oct 13, 2015
Improving data management is critical for streamlining regulatory reporting, monetizing customer analytics, and democratizing data-driven decision-making. Financial firms must transform their data management approach to unlock data from its silos, incorporate unstructured information from non-traditional sources, and integrate information whether on-premises, in the cloud, batch-based, or real-time. As this evolution continues, technology leaders must consider integration holistically across the enterprise and create an agility layer that is key to future-proofing their data management architecture. Read this whitepaper to learn: -Data management challenges in financial services -Best practices to manage data in financial institutions -Integration strategies for optimal data management
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back office systems, operational effectiveness, unlocking data, business imperatives, modernizing legacy systems
    
MuleSoft
Published By: Oracle Service Cloud     Published Date: Mar 23, 2016
Consumer preference for customer service channels is changing across all ages and demographics. Adoption of digital customer service channels, with an emphasis on self-service channels such as web and mobile, is exploding as consumers expect relevant and seamless omnichannel customer service. However, firms’ technology and staffing plans are not keeping up with consumer demand for digital customer service. This report outlines communication channel customer use and major gaps in contact center technology and operations. It also provides data that will help application development and delivery (AD&D) pros align operations with customer expectations to garner their satisfaction and long-term loyalty.
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oracle, service cloud, forrester report, contact centers
    
Oracle Service Cloud
Published By: Oracle Service Cloud     Published Date: Mar 23, 2016
The days of ‘buyer beware’ are over. Today it’s ‘seller beware,’ as customers—empowered by technology—share their service experiences. That means every experience must be personalized and consistent across channels and throughout the customer journey. Get it right and you’ll be rewarded with increased revenues and lifelong customers. Get it wrong and 89% of customers will stop doing business with you after one bad experience. So how do you deliver the tailored, seamless service customers demand? Learn how Oracle delivers a complete, connected, stand-out customer service solution as compared with Salesforce.
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salesforce, oracle, service cloud, customer interaction, customer engagement
    
Oracle Service Cloud
Published By: Oracle Service Cloud     Published Date: Mar 23, 2016
The days of ‘buyer beware’ are over. Today it’s ‘seller beware,’ as customers—empowered by technology—share their service experiences. That means every experience must be personalized and consistent across channels and throughout the customer journey. Get it right and you’ll be rewarded with increased revenues and lifelong customers. Get it wrong and 89% of customers will stop doing business with you after one bad experience. So how do you deliver the tailored, seamless service customers demand? Learn how Oracle delivers a complete, connected, stand-out customer service solution as compared with KANA.
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customer interaction, customer service, oracle service cloud, kana
    
Oracle Service Cloud
Published By: Oracle Service Cloud     Published Date: Mar 23, 2016
The days of ‘buyer beware’ are over. Today it’s ‘seller beware,’ as customers—empowered by technology—share their service experiences. That means every experience must be personalized and consistent across channels and throughout the customer journey. Get it right and you’ll be rewarded with increased revenues and lifelong customers. Get it wrong and 89% of customers will stop doing business with you after one bad experience. So how do you deliver the tailored, seamless service customers demand? Learn how Oracle delivers a complete, connected, stand-out customer service solution as compared with eGain.
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oracle, service cloud, customer interaction, customer service
    
Oracle Service Cloud
Published By: Oracle Service Cloud     Published Date: Mar 23, 2016
As the undisputed leader in home robots, iRobot has pioneered a completely new market, making it even more important for the company to establish what its customers want quickly, and to deliver outstanding customer-service experiences. To maximize adoption of its new technology, including its best-selling Roomba® vacuuming robots product line, iRobot wanted to optimize its use of multiple communications channels, to listen to its customers’ needs and identify revenue opportunities, while providing exceptional levels of service consistently across Web, social, and traditional channels.
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oracle, service cloud, irobot, customer service, customer interaction
    
Oracle Service Cloud
Published By: Citrix ShareFile     Published Date: Apr 11, 2017
With Citrix for chartered accountants you can securely connect to clients, files and QuickBooks from any device. We make it easy to streamline your file sharing and secure your firm’s data as well as your clients’. You get seamless access to all of the files you need—and even QuickBooks—from any device, any time. Read this fact sheet to see how Citrix can help you: • Exchange confidential client files and emails with superior encryption and security. • Offer a more professional solution compared to password-protected PDFs. • Improve your customer service with cutting-edge technology at an affordable price.
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citrix, quickbooks, file sharing, file security, pdf protection, customer service
    
Citrix ShareFile
Published By: Citrix ShareFile     Published Date: Apr 14, 2017
With Citrix for chartered accountants you can securely connect to clients, files and QuickBooks from any device. We make it easy to streamline your file sharing and secure your firm’s data as well as your clients’. You get seamless access to all of the files you need—and even QuickBooks—from any device, any time. Read this fact sheet to see how Citrix can help you: • Exchange confidential client files and emails with superior encryption and security. • Offer a more professional solution compared to password-protected PDFs. • Improve your customer service with cutting-edge technology at an affordable price.
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client engagement, data security, confidential data, data protection, email security, customer service
    
Citrix ShareFile
Published By: Citrix ShareFile     Published Date: Apr 14, 2017
With Citrix for chartered accountants you can securely connect to clients, files and QuickBooks from any device. We make it easy to streamline your file sharing and secure your firm’s data as well as your clients’. You get seamless access to all of the files you need—and even QuickBooks—from any device, any time. Read this fact sheet to see how Citrix can help you: • Exchange confidential client files and emails with superior encryption and security. • Offer a more professional solution compared to password-protected PDFs. • Improve your customer service with cutting-edge technology at an affordable price.
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data management, data system, business development, software integration, resource planning, enterprise management, data collection, accounting protection
    
Citrix ShareFile
Published By: 8x8 Inc.     Published Date: Feb 13, 2017
The right contact center solution should integrate tightly with your CRM solution and add value to it. Your contact center software should be able to capture all email, chat and standard telephone interactions and link them to the customer records database. Not only does this ensure continuity in all your customer communications, it gives the CRM database more information to use in constructing a better picture of your customers’ behavior. So how do you choose the right contact center for your organization? Following are three examples of forward-thinking businesses that found the right answer with cloud communication technology.
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contact center, crm, telephone interactions, communications
    
8x8 Inc.
Published By: Microsoft     Published Date: Jul 20, 2018
When you’re in the software business, your resources can be spread pretty thin. You like to stay focused on building great software, but there are always distractions— from supporting sales opportunities to assisting with customer deployments and troubleshooting existing installations. With so much time spent maintaining the status quo, few cycles remain for modernizing your technology, streamlining internal operations, delivering new customer value, and broadening your customer base. More likely than not, your offerings are based on an on-premises approach, forcing you and your customers to spend considerable time on essential requirements like infrastructure, scalability, availability, and security. Today, you still must deliver on those essentials, but the solutions you’re building—or, more accurately, the solutions you want to be building—need to do a lot more: support millions of users, span the globe, make sense of petabytes of data, and wow users in new ways. At the same time, y
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Microsoft
Published By: Microsoft     Published Date: Jul 20, 2018
For sales organizations, customer engagement is about more than touchpoints—it’s about everything that happens in between personal and digital encounters. Customer engagement requires an organization-wide commitment to creating meaningful connections, building relationships, and nurturing those relationships to establish trust and keep your brand top-ofmind. “The realignment of, or new investment in, technology and business models to more effectively engage digital customers at every touchpoint in the customer experience lifecycle.” - Altimeter Group The realignment of, or new investment in, technology and business models to more effectively engage digital customers at every touchpoint in the customer experience lifecycle. - Altimeter Group Customer engagement drives every interaction, every process, and every decision—and it’s the key to driving sales. In fact, respondents from a May 2016 Microsoft survey of sales leaders across multiple industries ranked customer engagement the #1 dr
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Microsoft
Published By: Microsoft     Published Date: Jul 20, 2018
EXPECTATIONS FOR CUSTOMER SERVICE CONTINUE TO RISE AROUND THE GLOBE 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. Regardless of industry, service organizations are a customer engagement focal point for brands around the world. Our r
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Microsoft
Published By: Interactive Intelligence     Published Date: Jan 17, 2014
Learn how to ensure a positive customer experience outcome by establishing a reliable business process automation (BPA), which will support your customer’s personalized interactions and adapt to changing conditions in the marketplace.
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process automation, interactive intelligence, multichannel technology, intelligent process, business process, decision services, communications intelligence, customer interactions, workflow design
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Apr 23, 2014
Customer Experience (CX) and Net Promoter Score (NPS) are two of the benchmark measurements companies now use to gauge customer satisfaction. And to understand how budgetary decisions impact CX and NPS outcomes, companies are turning to advanced contact center technology for strategic planning and big data. But business requirements to manage these outcomes successfully must incorporate back-office operations as well as the contact center. Read why.
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contact center, contact center strategy, customer experience, optimization, strategic planning, budgeting tools, workforce management solutions, call center, contact communications, big data, business analytics
    
Interactive Intelligence
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