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Published By: Oracle OMC     Published Date: Nov 30, 2017
Since the theme of this brief is to keep things simple, let’s be as simple and plain as possible: The customer experience (CX) is broken because the marketer experience is broken. However, it’s not entirely marketing’s fault. Legacy technology provides only a distorted view of the customer. That’s what creates the broken experiences. It’s the same technology that—while providing rich behavioral, demographic, and preference data—does not allow for silos of data to be shared across channels.
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Oracle OMC
Published By: Oracle OMC     Published Date: Nov 30, 2017
It’s the job of today’s marketers to deliver cross-channel experiences that are personalized, relevant, and timely. When you engage your customers on their terms you create the long-lasting relationships that your business and brand need to drive loyalty and advocacy. Here’s the good news. It’s now possible thanks to the boom of marketing technology solutions. In the last five years the amount of marketing technology options has skyrocketed from just 150 solutions to more than 4,000. This can only mean one thing: marketing technology is here, rapidly being adopted, and proving its value every day. The question is: How can you use technology to deliver the best of your brand for your customers? It all starts with customer experience.
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Oracle OMC
Published By: SAP     Published Date: Nov 22, 2017
In today’s market, discrete manufacturers must stay focused on traditional objectives — increasing uptime and throughput in the plant and closely managing costs throughout their operations. At the same time, they must also create and offer more integrated products and services and even new business models to enhance the customer experience. These new offerings incorporate increasing amounts of technology — including Internet of Things. Indeed, by 2018, nearly one-third of industry leaders will be disrupted by competitors that are digitally-enabled. For manufacturers, this IDC white paper examines the current and future Internet of Things (IoT) imperative for the following discrete manufacturing industries: automotive, aerospace and defense, high tech, and industrial machinery. We highlight IoT-enabled scenarios — those possible both now and in an Industry 4.0 future with smart manufacturing.
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market, traditional objectives, uptime, plant, managing, costs, operations, offerings
    
SAP
Published By: Oracle     Published Date: Nov 16, 2017
The fundamental reasons to move to a cloud computing environment are the business agility, high efficiency, scalability, and availability that the pooling of elastic computing resources provides, along with significant cost reductions and support for business growth. Oracle has invested deeply in developing a broad collection of cloud services with solutions at every layer of the technology stack.Customers who deploy these solutions in Oracle Cloud derive huge benefit from the fact that they have access to Oracle’s entire technology stack in the cloud, just as they did in on-premises deployments. This white paper explains how you, as an existing Oracle E-Business Suite customer, can take advantage of cloud computing right now, by exploiting the capabilities of Oracle’s Infrastructure as a Service (IaaS) and Platform as a Service (PaaS) offerings to support growth, enhance business agility, and reduce costs and risks.
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Oracle
Published By: Palo Alto Networks     Published Date: Nov 15, 2017
Your network is more complex than ever before. Your employees are accessing any application they want, using work or personal devices. Often times, these applications span both personal and work related usage, but the business and security risks are often ignored. Prospective employees are asking about application usage policies before accepting their new job. Adding another layer of complexity is the concern about the effectiveness of your cybersecurity posture. Is your business a target for a cyberattack Is it a question of when, as opposed to if? And are you as prepared as you could be? The complexity of your network and your security infrastructure may limit or slow your ability to respond to these and other cybersecurity challenges.
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firewall, customer, optimization, employees, devices, cyber security, technology
    
Palo Alto Networks
Published By: Fiserv     Published Date: Nov 08, 2017
Featuring Andy Schmidt, Principal Executive Advisor Knowing your customer is key to driving a successful strategy for client security and retention. Watch this video to get a picture of how KYC can be deployed for risk minimization, work with compliance, and make security measures more frictionless using cutting edge technology.
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kyc, know your customer, beneficial ownership, financial crime, financial crimes, compliance, enhanced due diligence, suspicious activity report
    
Fiserv
Published By: Fiserv     Published Date: Nov 07, 2017
"In today’s ever-evolving lending landscape where loan quality and risk management challenge profitability and the customer experience, technology may be the key to thriving – both now and in the future. Winning financial services institutions will be the ones that transform their business models to place loan quality and risk management at the center of their operations. To facilitate continuous life-of-loan management, inclusive of the requisite data transparency and audit trails that support loan quality and loss mitigation, these institutions will implement and automate a loan completion process. Such a process will manage data quality and access to loan data and documents throughout origination, servicing and sale on the secondary market."
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mortgage data quality, loan quality, loan data quality, mortgage quality, loan compliance, lending compliance, mortgage compliance, trid
    
Fiserv
Published By: Genesys     Published Date: Nov 02, 2017
This is the central finding of a global survey of over 550 senior executives conducted by MIT Technology Review to examine the pressures that shape their customer experience processes and the tools and strategies they employ to mitigate those challenges and continuously improve customer engagement.
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customer experience technology, mit technology review, technology solutions
    
Genesys
Published By: IBM     Published Date: Oct 19, 2017
In the digital economy, big IT budgets, lots of brick sand mortar and an established market presence are no longer at the foundation of a competitive advantage. What matters now is the agility and speed to ensure that customer centricity is supported as an overriding priority of business operations and decision making. Game-changing ideas are developing and competitive threats are emerging at a rapid and unpredictable pace. The resulting digital disruption is not just occurring at the margins or within isolated pockets of industry and commerce. It’s the new normal and its consequences are far reaching. The essential question for every organization in every sector is simply: Will we be the disruptor or will we allow ourselves to be the disrupted? Staying ahead requires adopting a combination of technology solutions. Key among them is a smart process and decision management system that infuses every process with intelligence in order to continuously raise the bar for customer centricity,
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IBM
Published By: IBM     Published Date: Oct 19, 2017
In the digital economy, big IT budgets, lots of brick sand mortar and an established market presence are no longer at the foundation of a competitive advantage. What matters now is the agility and speed to ensure that customer centricity is supported as an overriding priority of business operations and decision making. Game-changing ideas are developing and competitive threats are emerging at a rapid and unpredictable pace. The resulting digital disruption is not just occurring at the margins or within isolated pockets of industry and commerce. It’s the new normal and its consequences are far reaching. The essential question for every organization in every sector is simply: Will we be the disruptor or will we allow ourselves to be the disrupted? Staying ahead requires adopting a combination of technology solutions. Key among them is a smart process and decision management system that infuses every process with intelligence in order to continuously raise the bar for customer centrici
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IBM
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
    
Microsoft
Published By: ServiceNow     Published Date: Oct 11, 2017
For years, companies have used CRM as the software of choice to manage customer engagement and information, in an attempt to deliver a great customer experience. Managing the front end of the engagement process is important. However, delivering proactive customer service – that prevents and resolves issues – requires much more than that. At ServiceNow, we believe that it is time to rethink the fundamentals of CRM and customer service and we invite you to explore the new strategies, processes, and technology presented in this toolkit. Doing so will enable your customer service teams to connect seamlessly with other departments and deliver the effortless and proactive service experience your customers expect. We hope you find the collection of research reports and whitepapers valuable.
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ServiceNow
Published By: ServiceNow     Published Date: Oct 11, 2017
Customer service and contact centers are on the front lines representing organizations. Their successful handling of service issues helps deliver on the promise of a great customer experience. To continue meeting the demands of customers — while fulfilling the organizational goal of delivering a differentiated service experience — the modern customer service organization requires a seamlessly integrated front-office to back-office enterprise applications architecture and set of processes. As products and services become more technical in nature — think IoT devices — this interconnectedness is essential. Systems and customer support staff must be informed and enabled through technology to provide a contextualized experience that meets the customer's needs. Consistency across channels, proactive service, knowledge of a customer's past service requirements, technical skills, and rapid assessment and response will be essential requirements for modern customer service, which in turn creates
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ServiceNow
Published By: Progress     Published Date: Oct 09, 2017
"The customer experience is incredibly important to business success and is often tied to customer engagement, retention rates, revenue, purchase frequency and overall loyalty. Today, the customer journey is incredibly complex, with everything from geographic location to data quality influencing the customer experience. As a result, brands may not be making the most of their customer experiences. However, with a mix of new technology combined with best practices, companies can regain control of the customer journey and create memorable experiences for their customers. "
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Progress
Published By: Oracle Marketing Cloud     Published Date: Oct 06, 2017
Much of the customer experience is broken because the marketing experience is broken. But it’s not marketing’s fault. With legacy technology, marketers only get a distorted view of the customer because data silos cannot be shared across channels. In fact, a recent Forbes article states that “65% of marketers are not giving consumers what they want.” Read this guide to discover how to provide customer experiences that are managed as carefully as the product, the price, and the promotion of the marketing mix.
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Oracle Marketing Cloud
Published By: Oracle Marketing Cloud     Published Date: Oct 06, 2017
Modern Marketers know their customers expect experiences that will blow their minds. Customers are tech savvy, on the move, and want to interact with your brand on their terms. This means wherever, whenever, and however they want. It’s the job of today’s marketers to deliver cross-channel experiences that are personalized, relevant, and timely. When you engage your customers on their terms you create the long-lasting relationships that your business and brand need to drive loyalty and advocacy. Here’s the good news. It’s now possible thanks to the boom of marketing technology solutions. In the last five years the amount of marketing technology options has skyrocketed from just 150 solutions to more than 4,000. This can only mean one thing: marketing technology is here, rapidly being adopted, and proving its value every day.
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Oracle Marketing Cloud
Published By: Spectrum Enterprise     Published Date: Oct 05, 2017
Regardless of the industry, your customers are digital and always on; your business should be, too. As such, today's forward-thinking business has increased its use of digital channels and ecosystems to engage with and serve its customers. To do so, a well-crafted business continuity / disaster recovery (BCDR) plan can ensure a company's ability to keep its business uninterrupted and maintain its survival, despite unforeseen disruptions. Read this Forrester technology adoption profile to learn the mission-critical nature of and how to maintain an always-on business presence.
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Spectrum Enterprise
Published By: Spectrum Enterprise     Published Date: Oct 05, 2017
Catskill Hudson Bank has grown from its roots as a community bank serving Sullivan County, NY to providing services to business customers across five counties by merging small-town customer service with "a big-bank technology backbone." As a result of this growth and to better respond to today's business customers, the bank needed better connectivity, reliability, and functionality than its existing network could provide. Read this case study to learn how Catskill Hudson Bank can push over 30 time more data over its network than before with better reliability, speed, and security.
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Spectrum Enterprise
Published By: Sprinklr     Published Date: Sep 28, 2017
At the Sprinklr Digital Transformation Summit in Nashville, Cisco Chairman John Chambers issued a stark warning during his keynote address: “75 percent of the companies in this room will be digital in just four years, that’s the good news,” Chambers said to the audience. “The bad news? It’s only going to work for a third of you, because you won’t reinvent yourself.”
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customer experience, customer retention, customer service, digital marketing, digital marketing strategy, technology trends, voice of the customer, social customer service
    
Sprinklr
Published By: SAP     Published Date: Sep 28, 2017
Everything is changing in retail. Stores are becoming an omni channel experience; fulfilment and service centers and smart showrooms are enabling endless-aisle commerce. eCommerce and mobile customer experiences are changing retail, as retailers are now entering the third generation of ecommerce, in which IDC identifies eight core capabilities at the heart of the transformation of key operating models. Omni-channel fulfilment practices and new merchandise planning archetypes are emerging to drive profit, and retail technology is fundamentally changing, as digital transformations take shape in the industry. Websites, smartphones, the Internet of Things (IoT), and wearables change customers and their journeys, while 3D printing changes value chains and products, while IoT changes products, stores, and logistics, and artificial intelligence (AI), probably the most pervasive agent of change, will underpin new levels of customer individualization and workforce efficiencies.
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business models, innovation, omni channel, ecommerce, commerce platform, retail
    
SAP
Published By: SAP     Published Date: Sep 28, 2017
Everything is changing in retail. Stores are becoming an omni channel experience; fulfilment and service centers and smart showrooms are enabling endless-aisle commerce. eCommerce and mobile customer experiences are changing retail, as retailers are now entering the third generation of ecommerce, in which IDC identifies eight core capabilities at the heart of the transformation of key operating models. Omni-channel fulfilment practices and new merchandise planning archetypes are emerging to drive profit, and retail technology is fundamentally changing, as digital transformations take shape in the industry.
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business models, innovation, omni channel, ecommerce, commerce platform, retail
    
SAP
Published By: CyberSource     Published Date: Sep 26, 2017
With today’s customers demanding fast and seamless experiences, it’s critical that merchants’ payment technology evolve just as quickly. Read this guide to discover why payment is strategic to business operations today and how to master payment management to drive business success.
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CyberSource
Published By: CA Technologies     Published Date: Sep 25, 2017
Today’s markets move with incredible speed. You’re bombarded with new competitive threats every day— new companies, new products, and new technologies. At the same time, opportunities are opening up like never before, all demanding sophisticated evaluations and quick decisions. To varying degrees, your competitors may already be adopting agile, and their resulting ability to sense, create and adapt to change may soon leave you at a competitive disadvantage. Your organization can’t afford to be in reactionary mode any longer. You need the ability to anticipate change—and to embrace and capitalize on it quickly and with confidence.
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organization, customer focused approach, technology, enterprise, integrations, ca technologies
    
CA Technologies
Published By: CA Technologies     Published Date: Sep 25, 2017
We implemented CA PPM + CA Agile Central within our own organization, to prove out its efficacy as a combined solution, and the results exceeded even our expectations. CA PPM was used extensively in our Global Information Systems (GIS) division, which supports our 12,000 employees across the globe. In order to improve its competitiveness in today’s digital marketplace, GIS wanted to standardize its delivery approach, so they implemented CA Agile Central as well.
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organization, customer focused approach, technology, enterprise, integrations, ca technologies
    
CA Technologies
Published By: AppDynamics     Published Date: Sep 20, 2017
Every industry is going through digital transformation. Whether retail, manufacturing, media, finance, or software - in order to survive organizations are changing the way they operate in order to meet the demands of today’s connected customers. Whether it’s Uber redefining urban transportation for consumers, Slack enabling teams to collaborate in totally new ways, or Docker rivaling legacy virtualization providers, innovation is being powered by technology, and it’s happening faster than ever before.
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development operations, digital transformation, application, automation, safeguards
    
AppDynamics
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