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Published By: IBM     Published Date: Apr 21, 2017
"When the CMO Council recently asked more than 200 senior marketing decision makers how effectively they have aligned physical and digital experiences, half admitted that these integrated experiences were selective, at best. Yet it is alignment, consistency and connection that drive the foundational relationship between the brand and the buyer. The CMO Council, in partnership with IBM, will host a one-hour interactive webcast with industry-leading media, entertainment and telecommunications marketers to discuss how audience insights across the digital and physical experience have been turned into action, allowing these brands to personalize and enrich each engagement. Multiple case studies will also be discussed during the webcast that focus on the power of segmentation and innovations around cognitive computing. Speakers include Liz Miller, Senior Vice President of Marketing for the CMO Council; Jody Sarno, Dedicated Client Partner, Communications Industry for IBM; Chris Crayner, Ch
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ibm, senior marketing decision makers, audience targeting, digital experiences, branding
    
IBM
Published By: Group M_IBM Q1'18     Published Date: Feb 09, 2018
Marketing and technology partners must collaborate as never before in order to delight and engage customers “in the moment.” Previously stove-piped functions are starting to work together to take a holistic approach to create great digital experiences at enterprise scale, but organizations see the need for more work to create relevant, integrated digital customer experiences in real time. IBM commissioned Forrester Consulting to discover how developers and marketers are working together to provide customers exceptional digital experiences reliably, quickly, and seamlessly. The study found that while the mandate to collaborate has been heard, there is still work to be done to move to the next level and put in place technology, processes, and culture to create digital customer experience in real time.
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digital experience, ibm digital, digital experience software
    
Group M_IBM Q1'18
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: Group M_IBM Q1'18     Published Date: Feb 09, 2018
Organizations are looking to use DXPs as they move from web-centric to more pervasive, multichannel digital experiences. This Magic Quadrant will help those responsible for a range of customer-, employee- and partner-facing initiatives find the most suitable vendor for their needs.
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gartner magic quadrant, gartner, digital experience, dxp, multichannel
    
Group M_IBM Q1'18
Published By: SundaySky     Published Date: Mar 06, 2018
Card members at this consumer retail bank, enjoy a large variety of products and services. The bank offers standard banking transactions, credit cards, insurance, and investment products. After the 2008 financial crisis, the bank experienced a sharp decline in overall customer satisfaction, and also learned that its customers were more empowered than before. In order to adapt, the bank adopted a customer-centric approach by introducting: • A new customer motto: “Know me, value me, make it easy for me, and protect me” • A new core initiative is to always teach digital first • An understanding that customers are serviced on the digital channels they prefer to use SundaySky SmartVideo enables the bank to take a strategic approach to enhancing the customer engagement process with personalized video experiences that welcome new card members and assist them in fully understanding how to get the most out of their new product.
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SundaySky
Published By: Ingenico     Published Date: May 02, 2018
The time of mobile point of sale (mPOS) has arrived. While the mission to adopt EMV has dominated the payments industry over the past few years, many hotels, resorts and casinos are now focusing their efforts on rapid planning and implementation of mPOS strategies. A number of emerging trends are driving this new focus, including an emphasis on enhancing guest experiences and building brand loyalty by leveraging digital and mobile technologies. Innovative hotels, resorts and casinos are using these solutions to create entirely new guest experiences that improve service speed and convenience while creating distinct competitive advantages. mPOS is increasingly becoming a key part of the picture, providing unique opportunities to improve guest service quality and engagement, create new efficiencies and cost savings, and strengthen their brand. This eBook will provide an overview of those opportunities, some key trends in the hotel & lodging industry, and guide you through the key requirem
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Ingenico
Published By: Group M_IBM Q2'19     Published Date: Apr 04, 2019
It’s probably no surprise to you that the financial services industry is changing rapidly. Digital technology is redefining the possibilities with automated processes, AI insights, customized experiences, new operating models and next-generation applications — yet global industry profits are stagnating. As the number of disruptors in the space rises, many banks are being asked to innovate while lowering structural costs and improving capital returns — and many traditional banks are falling behind.
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Group M_IBM Q2'19
Published By: Group M_IBM Q3'19     Published Date: Jun 25, 2019
To become more effective, enterprises must fast-track projects to digitally connect their organizations. Building value and providing compelling customer experiences at lower cost requires more than a quick technology fix; it demands a business and technological commitment to a new target operating model (TOM). This operating model should offer a way of running the organization that combines digital technologies and operational capabilities to achieve improvements in revenue, customer experience and cost. Enabling digital capabilities via the TOM is an ongoing process that requires DevOps skills and agile development techniques. This is easier to achieve with partners that have the requisite capabilities to help with the creation of new digital assets
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Group M_IBM Q3'19
Published By: MindTouch     Published Date: Mar 18, 2019
The recent groundswell around customer centrism and knowledge management (KM) is no coincidence. Today’s customer journey is far more expansive and layered. Customers, conditioned by the vast availability of convenient digital experiences, have come to prefer digital channels. And their expectations are high.
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MindTouch
Published By: Kustomer     Published Date: Aug 27, 2019
The digital age has forever changed customer expectations. By unifying customer data and tracking interactions, Kustomer gives retailers the power to better understand customers and deliver great experiences wherever they happen to engage.
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retail customer service”, “retail customer support”, “retail customer experience”, “customer support”, “customer service”, “customer experience”, “conversational commerce”, “omnichannel support”, “omnichannel customer experience”, “customer relationships”, “customer conversations”
    
Kustomer
Published By: Virgin Media Business     Published Date: Aug 28, 2019
The world is now digital. From the explosive expansion in data-driven service delivery to digitally disruptive business models such as Uber and Netflix that have fundamentally changed the way we consume products, the digital evolution is unavoidable. As digital continues to advance, it’s crucial that UK businesses can be confident in their ability to keep up to date with the latest trends and technologies. But enhancing existing tools and models is just the beginning. Digital transformation is about taking advantage of new innovations that completely change the way businesses work, the experiences they offer their customers and the value they deliver within their market. To find out more download this whitepaper today.
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Virgin Media Business
Published By: Amazon Web Services     Published Date: Feb 01, 2018
Machine learning is proving its power across virtually every industry in ways that add actionable insight and efficiency. But one can look at the rise of this transformative paradigm with a more focused lens to see AI technologies as a business tool of the highest order, one that improves processes and inspires new models. AI, in other words, has a big role to play on the balance sheet. Two leading brands in very different spaces — Capital One in financial services, John Deere in agriculture — are seeing efforts that stretch back decades come to fruition with the launch of cloud-based AI platforms. Capital One is developing digital products and experiences using machine learning to help millions of customers with their financial lives; John Deere’s Precision Agriculture solution helps farmers gain precise information about their machines and crops. In both instances, AI and a cloud platform combine to enable transformation.
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digital, technologies, optimization, amazon
    
Amazon Web Services
Published By: Commvault ABM Oct     Published Date: Jul 17, 2019
Enterprises are cobbling together all the pieces that make up a digital business - improved analytics, scalable architecture, automation, and more engaging customer experiences, just to name a few. At the same time, they're facing the ever-present threats of cyber attacks and data breaches.
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Commvault ABM Oct
Published By: Oracle OMC     Published Date: Nov 30, 2017
Oracle Marketing Cloud is an all-in-one solution that helps retail marketers develop direct relationships with customers through seamlessly orchestrated cross-channel digital experiences—online and offline—that facilitate and strengthen customer interactions across a constantly growing list of digital touchpoints. The result is consistent, relevant, and contextual cross channel experiences efficiently orchestrated to customers wherever they are.
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Oracle OMC
Published By: Oracle OMC     Published Date: Nov 30, 2017
Today’s consumers are demanding: they have become more unforgiving of a poor customer experience and expect interactions on their desktop and mobile devices to be responsive, intuitive, and easy to use. Marketers understand that delivering the most relevant experience is the key to gaining continued satisfaction and loyalty from their digital consumers. Oftentimes, however, when it comes to marketing to consumers there are two dynamics. On one hand you have what consumers say they want out of a customer experience. On the other hand, there is what they actually receive. What they want are experiences that are personalized, contextually relevant, and consistent— regardless of online or offline channel or lifecycle stage. What they too often get, however, are experiences that are disconnected, not contextually relevant, and inconsistent across channels and lifecycle stages.
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Oracle OMC
Published By: SAS     Published Date: Apr 16, 2015
The exponential growth in digital channels has given rise to the importance of digital marketing. But digital marketing isn’t just about the channel, it’s the mechanism by which people are creating and sharing experiences; engaging not only with each other, but with companies they do business with. With such high channel fragmentation, making strategic decisions on audience, con¬tent and platforms is critical. Marketers need the capability to define their market, build outstanding content, tailor messaging and provide that messaging in the right medium – quickly!
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SAS
Published By: Cisco     Published Date: Apr 10, 2015
In only a few short years, technology and changing consumer behaviors have upended the retail landscape. The digital consumer has truly come of age and expects a rich palette of retail options, channels, and experiences that provide ever-increasing value and convenience. Disruption, meanwhile, is arising from new competitors enabled by fast-changing technology, threatening established incumbents as never before.
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retail, insights, ioe, technology, disruption, channel, consumer behavior
    
Cisco
Published By: Adobe     Published Date: Oct 11, 2018
To set themselves apart, companies need to shift to an experience-first approach that keeps customers engaged as they move from device to store and back again. Read Moving Beyond Click and Mortar: 5 Steps to Experience Excellence to learn how you can blend digital and physical channels into a fully connected customer journey. Read the guide to learn how top retailers: Shift from channel-first to customer-first Build unique experiences around their brand story Differentiate their experiences with digital Simply fill out the form to download the report.
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Adobe
Published By: Adobe     Published Date: Oct 24, 2018
WCM is more important than ever for digital transformation and optimization, so there is increasing pressure to "get it right this time round." After studying this report, decision makers keen to deliver effective digital experiences will be better placed to identify the most suitable vendor.
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Adobe
Published By: Adobe     Published Date: Nov 02, 2018
Digital asset management is the foundation for orchestrating unique customer experiences across channels. It’s time to rethink the strategic value for marketing.
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Adobe
Published By: Adobe     Published Date: Nov 02, 2018
Improving the customer experience is a strategic imperative for most organizations today, but delivering an engaging experience across the growing number of digital customer touch points can be a daunting challenge. Organizations must deliver responsive experiences that “play well” on smartphones, PCs, and tablets. They must publish content to installed app experiences on mobile and other connected devices, to social channels, and to email campaigns. They must manage global sites in different languages, localize the experience for different markets, and — increasingly — personalize the experience for different customer personas or segments. A modern digital experience management platform is essential for any organization hoping to make digital experience delivery a core competency. IDC interviewed organizations using Adobe Experience Manager Sites (AEM Sites) to understand the impact of the platform on their ability to create, manage, and deliver digital experiences. Study participants
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Adobe
Published By: Adobe     Published Date: Nov 02, 2018
Every day, demanding customers, unforeseen competition, and disruptive new technologies hammer home that we have entered the age of the customer, where established business operations no longer work. Yet, most marketing functions still rely on decades-old methods that undermine their ability to create post-digital brand experiences and help their firms become customer-focused. Smart CMOs recognize that it is time to pivot their marketing function around the customer, rather than transactions, sales, their brand, or day-to-day operations. In March 2018, Adobe commissioned Forrester Consulting to evaluate the link between email innovation and customer obsession. To explore this topic, Forrester conducted an online survey with 256 US consumers who use personal email and 260 marketing technology and strategy decision makers at US companies with 500 or more employees. We found that email marketing can provide a way to launch customer-obsessed marketing at organizations. In fact, companies t
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Adobe
Published By: VMware AirWatch     Published Date: Sep 21, 2016
Digital transformation (DX) is the driving force behind new worldwide initiatives in financial services. However, a recent IDC survey discovered that fewer than 5% of institutions have started or completed a digital transformation strategy. Historically, financial institutions focused on the use of mobility to directly drive improved customer experiences to their customers' devices. However, as consumer sophistication with mobility increases — particularly among younger generations —so too does the need to enable mobility for the enterprise worker. This Market Spotlight explores these issues in the larger DX context.
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VMware AirWatch
Published By: Okta     Published Date: Feb 22, 2017
It is hard to find an industry or sector in the economy today that is not being disrupted by software. Download now to learn more.
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Okta
Published By: Genesys     Published Date: Jun 13, 2018
In today’s digital world, the messaging and texting that have become a prominent part of most people’s lives are a form of asynchronous messaging. These are a simple, convenient method of communication for people on the go, with varied time in response based upon intrigue and urgency. Asynchronous messaging has become so ingrained in consumers’ lives, an expectation has evolved that businesses should be able resolve issues just as quickly and easily, and on the customer’s timetable. To keep up with consumer expectations and offer differentiated customer experiences, there is a strong case for implementing capabilities where messages can be fielded by bots using artificial intelligence, with a human touch through skilled representatives, or a combination of both within the same conversation, without losing context. Download this white paper to learn about: • 6 benefits to asynchronous messaging in B2C customer experience and operations • Incorporating asynchronous messaging into your u
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customer service, operations, asynchronous, messaging, customer expectations
    
Genesys
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