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Published By: Salesforce     Published Date: Nov 18, 2019
GreenThumb wanted to please its current and future customers by offering outstanding service—but its aging business platform made it impossible to deliver a truly digital customer experience. The company integrated Salesforce with a newly installed Sage financial system. Based on this integration, GreenThumb’s dispatchers, call centre staff, and field crew can see all relevant customer data on one screen. GreenThumb will save £400,000 in annual fuel costs, will eliminate 3 million pieces of paperwork per year, and resolves customer inquiries 45 seconds faster on average.
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Salesforce
Published By: ttec     Published Date: Nov 18, 2019
Achieving a value-based digital transformation in the contact center isn’t just about adopting new technology – it’s about finding, implementing, and optimizing the right technology to gain the most value for the company, its employees, and most importantly, the customer. It all starts with a tactical cloud migration plan that’s rooted in an unbreakable alignment of business goals, IT strategy, and customer needs. This 7-point digital planning workbook was designed by TTEC’s Center for Customer Excellence to help facilitate richer, more productive CX transformation discussions between IT and business leaders. Don’t let misalignment derail your digital transformation efforts. Snag your FREE copy of The Ultimate CX & Digital Transformation Workbook for Contact Centers today! Learn how to create cross-company alignment to develop a strategic customer engagement plan that forms the basis for a successful value-based transformation.
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ttec
Published By: ToneTag     Published Date: Nov 14, 2019
Increasingly, retailers in APAC face the combined challenges of more demanding customers, shrinking profitability, increased competition, and complex online-offline experiences. That’s why more retailers are adopting data-over-sound technology. This technology allows customers to make mobile payments using sound to communicate with payment devices like credit card readers, or kiosk machines. It also enables novel customer experiences, which allow retailers to drive in-the-moment sales, improve loyalty program stickiness, and eliminate queues, among other benefits. And because it doesn’t require the Internet, and works even on feature phones, it can be leveraged in a number of scenarios such in pop-up markets, food courts, concerts, and door-to-door deliveries, among others. Inside This Guide: • The top 5 ways retailers are using data-over-sound • 14 benefits for retailers • Why sound-based experiences will take over APAC
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ToneTag
Published By: ServiceSource     Published Date: Nov 12, 2019
It’s important to grow your customer base and market share. But by focusing all of your attention on net new sales, you’re only scratching the surface of your revenue potential. While this strategy might work out in the short term, it’s a surefire recipe for stagnation down the road. It’s time for a different approach – one that is focused not only on continuously improving customer outcomes, but also increasing the profitability of your relationship with them. Download our playbook, “Mining for Value: A Comprehensive Guide to Customer Expansion,” to learn how you can maximize the value of your existing customers.
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ServiceSource
Published By: Masergy     Published Date: Nov 04, 2019
Driven by the need to save money, improve agility, and take rapid advantage of emerging technologies to improve internal collaboration and customer engagement, organizations are quickly adopting Unified Communications-as-a-Service (UCaaS) and Contact Center as a Service (CCaaS). UCaaS and CCaaS enable businesses to deliver a modern communications environment, without large capital investment, and in a manner that provides for rapid scaling, easy expansion into new sites and geographies, and deployment flexibility. Unfortunately, many enterprise networks are not optimized to deliver the performance and reliability required to support cloud-based applications, including UCaaS and CCaaS. As a result, IT leaders are rapidly adopting Software-Defined Wide-Area Network (SD-WAN) technologies. With SD-WAN’s ability to virtualize underlying network services and to build enterprise-grade WANs using both public (Internet) connectivity and private WAN connectivity, IT leaders can leverage it to su
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Masergy
Published By: HERE Technologies     Published Date: Oct 29, 2019
Using customer location data to drive foot traffic and sales is a given for today’s smart marketers. But digital data alone isn’t enough to design and execute optimal campaigns. The future of location-based marketing incorporates new technology that provides a data stream of polygons - granular information on the size and shape of buildings - that identifies precisely where customers are when shown relevant offers, and helps track whether those offers convert to sales. This Industry Dive eBook endorsing HERE Technologies explains how to leverage such new, powerful and precise matrices to measure campaign efficacy and success. It also includes: • An explanation of how new granular audience and footfall data can provide impactful attribution insights • A specific list of value adds a proprietary polygon database partner can provide • A case study of a company that used continually-updated polygon data to boost their segmentation, behavior analytics and attribution capabilities.
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HERE Technologies
Published By: ttec     Published Date: Oct 25, 2019
Achieving a value-based digital transformation in the contact center isn’t just about adopting new technology – it’s about finding, implementing, and optimizing the right technology to gain the most value for the company, its employees, and most importantly, the customer. It all starts with a tactical cloud migration plan that’s rooted in an unbreakable alignment of business goals, IT strategy, and customer needs. This 7-point digital planning workbook was designed by TTEC’s Center for Customer Excellence to help facilitate richer, more productive CX transformation discussions between IT and business leaders. Don’t let misalignment derail your digital transformation efforts. Snag your FREE copy of The Ultimate CX & Digital Transformation Workbook for Contact Centers today! Learn how to create cross-company alignment to develop a strategic customer engagement plan that forms the basis for a successful value-based transformation.
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ttec
Published By: Adobe     Published Date: Oct 24, 2019
Digital transformation isn’t just about speeding up manual processes. It’s about improving customer and employee experiences. Adobe Document Cloud for Office 365 that includes Adobe Acrobat DC, Adobe Sign, and PDF services, integrates seamlessly with your existing business applications such as Microsoft Office and SharePoint. With this integration, you can convert paper-based processes to compelling digital experiences that impress customers and help employees work and collaborate faster. See how Adobe can help you accomplish more in less time.
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Adobe
Published By: SAS     Published Date: Oct 14, 2019
What’s the best way for businesses to differentiate themselves today? By delivering a unique, real-time customer experience across all touch points—one that is based on a solid, connected business strategy driven by data and analytics insights. We believe brands that gain the ultimate analytical advantage—by unifying the analytics life cycle from data to discovery to deployment—will also gain the ultimate competitive advantage through brand preference.
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SAS
Published By: Adobe     Published Date: Oct 10, 2019
In this white paper we discuss the opportunities and challenges associated with customer experience management and highlight three key areas of future focus for successful European marketing leaders: customer consent management in marketing in the light of GDPR; the future of AI-driven customer engagement in marketing; and customer journey management as the new mantra and operating model for marketing operations management. Our observations and conclusions are backed by rigorous research results based on a representative sample of telephone interviews with marketing leaders across Europe. We hope you enjoy this paper and would be interested to hear your feedback. We believe the paper provides the benchmarks and insights to guide the next generation of marketing domain digital technology deployments and beyond into enterprisewide customer experience management.
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Adobe
Published By: AWS     Published Date: Oct 07, 2019
Imperva, an APN Security Competency Partner, can help protect your application workloads on AWS with the Imperva SaaS Web Application Security platform. The Imperva high-capacity network of globally distributed security services protects websites against all types of DDoS threats, including networklevel Layer 3 and Layer 4 volumetric attacks—such as synchronized (SYN) floods and User Datagram Protocol (UDP) floods—and Layer 7 application-level attacks (including the OWASP Top 10 threats) that attempt to compromise application resources. Harnessing real data about current threats from a global customer base, both the Web Application Firewall (WAF) and DDoS protection, incorporate an advanced client classification system that blocks malicious traffic without interfering with legitimate users. Enterprises can easily create custom security rules in the GUI to enforce their specific security policy. In addition, this versatile solution supports hybrid environments, allowing you to manage th
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AWS
Published By: MindTouch     Published Date: Oct 02, 2019
In the world of knowledge management (KM) vendor selection, it’s easy to promise the world. Often, it comes down two types of KM solutions: knowledge base software bundled into an existing CRM suite; and the standalone KM platform. Which is best? We’ve put together an exhaustive list to help you choose a solution capable of delivering service excellence across all customer-facing channels.
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customer journey, customer success, digital transformation, knowledge base, knowledge centered service (kcs), self-service
    
MindTouch
Published By: MindTouch     Published Date: Oct 02, 2019
The dynamics of the customer journey are constantly expanding and evolving. Traditional “company-first” approaches to delivering service excellence are no longer sufficient. Instead, today’s forward-thinking companies know that a more “customer-first” approach is best. Read our MindTouch-sponsored whitepaper by Lori Bocklund, President of Strategic Contact and experienced industry veteran, as she explores the ties between new self-service entry points and a strong foundation rooted in knowledge management.
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content strategy, customer journey, customer success, digital transformation, knowledge base
    
MindTouch
Published By: MindTouch     Published Date: Oct 02, 2019
Understanding the important role that your support content plays (i.e. help docs, user guides, FAQs, troubleshooting steps, product information, etc.) can help organizations avoid creating frustrating journeys for their customers who simply need help. Undervaluing how customers seek answers is a critical oversight. To understand why, it helps to examine the place they’re most likely to start: Google.
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content strategy, customer engagement, customer journey, customer success, digital transformation, knowledge base, online help, product documentation
    
MindTouch
Published By: Pure Storage     Published Date: Sep 27, 2019
At no other time has data played such a crucial role in the success of our commercial sector, and no more so than in financial services. We can see this powerfully illustrated when we pause to consider the growth of data driven ‘technologies’ such as Artificial Intelligence and their prevalence in driving innovation in areas such as risk management, multi-channel customer experience and fraud detection. So keen is the sector to use data to deliver advantage, that PwC says startups with a strong AI-based offer attract some of the most lucrative funding – to the tune of $1 billion over the past two years.1 With this as our landscape, and the continued drive to deliver data-driven innovation the prospect of disruption and downtime is something that cannot be countenanced. This being the main reason why the senior management of most organisations continue to buy into tried-and-tested Disaster Recovery (DR) strategies. We all feel assured that if we ‘double up’ our investments in – as f
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Pure Storage
Published By: Intel     Published Date: Sep 25, 2019
Distributed cloud architectures will play an important role in Communication Service Providers’ network transformations. The distributed cloud will be made of numerous edge locations, from the customer premises to mobile base stations to central offices, each of which has its benefits and constraints. CSPs will need to consider attributes such as performance, availability, security, integration, and data and traffic volume to optimize the infrastructure for a myriad of workloads. Learn more about Heavy Reading’s survey results on CSPs adopting a distributed cloud strategy and delivering new services in this white paper.
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Intel
Published By: Intel     Published Date: Sep 25, 2019
Distributed cloud architectures will play an important role in Communication Service Providers’ network transformations. The distributed cloud will be made of numerous edge locations, from the customer premises to mobile base stations to central offices, each of which has its benefits and constraints. CSPs will need to consider attributes such as performance, availability, security, integration, and data and traffic volume to optimize the infrastructure for a myriad of workloads. Learn more about Heavy Reading’s survey results on CSPs adopting a distributed cloud strategy and delivering new services in this white paper.
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Intel
Published By: Adobe     Published Date: Sep 23, 2019
Adobe named a Leader in Forrester's DXP report (Forrester Wave™: Digital Experience Platforms, Q2 2019) Why audience should care: To keep pace with increasing customer expectations and drive business growth, you need to manage your customers' experiences from beginning to end. You need real-time customer insights, connected to solutions that deliver those experiences immediately. And just as important as technology are the people and processes you put in place. Supporting concepts: This is significant, because in the first version of this report in 2015 Adobe was the only (albeit just barely) leader. In the second version in 2017, Adobe has been demoted and Oracle was a leader. Our advancements with Adobe Experience Platform have certainly had a significant impact on our positioning this year. One of the key points highlighted for Adobe being a leader is the focus on enterprise-scale dynamic customer profiles and event-based integration and workflow. Adobe continues to expa
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Adobe
Published By: Marketo     Published Date: Sep 03, 2019
Across all industries, marketing increasingly plays a critical role in company growth. It is the marketer’s responsibility to help their organization retain, nurture, and increase their customer base—not an easy task. Having the right technology and skill set is essential to provide measurable ROI and deliver on the bottom line. Everything starts with the customer, and the tech needed to assist them on their buyer journey. 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 eight practical steps your organization can take to put together a high-performance MarTech stack.
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Marketo
Published By: Intel     Published Date: Aug 26, 2019
Distributed cloud architectures will play an important role in Communication Service Providers’ network transformations. The distributed cloud will be made of numerous edge locations, from the customer premises to mobile base stations to central offices, each of which has its benefits and constraints. CSPs will need to consider attributes such as performance, availability, security, integration, and data and traffic volume to optimize the infrastructure for a myriad of workloads. Learn more about Heavy Reading’s survey results on CSPs adopting a distributed cloud strategy and delivering new services in this white paper.
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Intel
Published By: SAP EMEA Global     Published Date: Aug 23, 2019
A network of digital twins visually communicates information about products, manufacturing, supply chain, service, and customers for program, scenario, and role-based analysis, and ultimately better collaboration across your business network.
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SAP EMEA Global
Published By: FinancialForce     Published Date: Aug 20, 2019
Grow your business with a customer-centric ERP solution Align your sales, services, finance and HR teams with our cloud-based ERP on Salesforce. You’ll connect back-office functions to the front-office and create a single unified voice across your organization. Everyone benefits: Customers, Employees, Leaders and IT. One customer record for CRM and ERP apps Seamless opportunity to cash process Eliminates errors between the front and back office Act as one company, not five departments
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FinancialForce
Published By: Tricentis     Published Date: Aug 19, 2019
Let’s face it. Businesses don’t want—or need—perfect software. They want to deliver new, businessdifferentiating software as soon as possible. To enable this, we (Development and Testing teams) need fast feedback on whether the latest innovations will work as expected or crash and burn in production. We also need to know if these changes somehow broke the core functionality that the customer base—and thus the business—depends upon. This is where Continuous Testing comes in. Continuous Testing is the process of executing automated tests as part of the software delivery pipeline in order to obtain feedback on the business risks associated with a software release candidate as rapidly as possible.
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Tricentis
Published By: Limelight Network     Published Date: Aug 12, 2019
The UK’s number one property website, Rightmove.co.uk, provides home hunters with both website and mobile access to over one million available properties daily. Their website and mobile platforms make searching for and researching properties to buy or rent, easy. Rightmove continues to grow with over 50 million-page impressions a day, often topping 55 million. Since its initial launch in 2000, there have been almost 40 million properties listed, with a library of over 2.5 billion active and archived images. Rightmove customers, including UK and overseas-based estate and letting Agents as well as new home developers are uploading 2 million images every day. Tim Harding, Head of Operations at Rightmove, is responsible for ensuring these images are available to home hunters visiting the site at all times, no matter what device they are using or where they are located. After two years at Rightmove, Tim has seen a tremendous increase in the amount of images posted per property, along with g
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Limelight Network
Published By: SAP Concur     Published Date: Aug 07, 2019
"No organization wants to maintain the status quo, but many lack a plan for managing expansion. Planning for growth is essential to keeping everyone focused on the ultimate goal — be it expanding into new markets, introducing new products or broadening the customer base. The role of the CFO is to ensure that the company manages cash flow and expenses to position the company for intelligent expansion. To effectively plan for the future, the finance team needs modern tools and strategies to control costs and efficiently manage AP processes and T&E policies as they add headcount and crosses borders in search of opportunities."
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SAP Concur
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