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Published By: Zendesk     Published Date: Jun 29, 2018
Customers are more technically savvy than ever and have come to prefer the DIY approach to solving their issues and answering their own questions. Years of research by ICMI has confirmed that customers prefer to resolve issues themselves and within their channels of choice. Furthermore, customers only seek direct interactions when they unsuccessfully exhaust their self-service options. This is backed up by data from American Express, which found that 48% of consumers prefer to speak with a customer service rep when dealing with complex issues, but only 16% prefer the same contact for simple issues. The goal of this paper is simple: We want to help you build an all-in-one knowledge base, community, and customer portal. All of which can be accomplished with a help center like Zendesk Guide.
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Zendesk
Published By: Zendesk     Published Date: Jun 29, 2018
Your door is always open, regardless of your business or support hours. Today’s customers ask questions at any time of the day or night and will wait for you to respond (but not for long). This poses a challenge to most businesses: How can you anticipate which channels a customer will need or want, and how can you determine whether these channels will be efficient for your organization? The short answer is: you do. Customers want the ability to contact businesses in more than one way, and they expect each brand interaction to be consistent with the one before and after. Learn how with Zendesk's Omnichannel solution.
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Zendesk
Published By: TIBCO Software APAC     Published Date: Aug 13, 2018
The use of SaaS applications within an organization is the new normal. In fact, there's a good chance that just your marketing department alone is using over 10 SaaS products. According to Gartner, the 2015 worldwide market for SaaS software application sales was $33.4 billion, with projections to double to $67.2 billion by 2019. Integration needs are changing, with SaaS applications, as well as mobile traffic, social networks, IoT, suppliers, partners, and customer channels all new integration points that will need to be captured in your business processes. Read “Five Principles for Integrating Software as a Service Applications” to learn: Key principles for successful hybrid integrations New integration use cases to grow your business upward and outward The why and how of integration as both an enabler and a differentiator Benefits of the TIBCO integration platform and its various offerings
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TIBCO Software APAC
Published By: Intel     Published Date: Sep 14, 2018
Digital transformation has pioneered an ever-evolving landscape in the omnichannel retail experience. To efficiently meet consumer demands, retailers consider a fully immersive omnichannel customer experience as integral to their engagement strategy. With increasingly varied technologies such as NFC-based payments, digital signage with rich-media experiences, wireless technologies and IoT technologies—present great opportunities and complexities. New technologies are often being rolled out without a centrally managed approach leading to siloed solution landscape, making deployment difficult. Uncover the path to simplify and automate, where the Reliant Platform delivered performance, scalability, reliability, security, and inter-operability Reliant needs for retail applications.
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Intel
Published By: Cohesity     Published Date: Aug 24, 2018
WestLotto is Germany’s largest lottery provider and the control centre for the transnational lottery Eurojackpot including 18 European countries. The company has been in operation for more than 60 years. The 350 employees at the WestLotto headquarters in Münster look after more than 3,300 sales outlets and the internet gaming platform “westlotto.de”. These sales channels offer lottery products such as LOTTO 6aus49, instant lotteries and the Eurojackpot. In 2017, WestLotto processed nearly 187 million game transactions. Download this case study to find out how WestLotto reduced backup and recovery times by up to 98% with Cohesity’s hyperconverged secondary storage system.
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Cohesity
Published By: Spredfast     Published Date: Aug 24, 2018
Learn how to better connect with your audiences on each social channel. Our 2018 Social Audience Guide breaks down everything you need to know to from demographics, device usage and even site behavior. Start engaging in a more meaningful way, today. Download your guide.
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social branding, social media branding, social media marketing courses, social media courses, social media management tools, social media monitoring, social media training, online marketing, social media manager, social media marketing companies, social media analytics, social media marketing, social media software, digital marketing, social media marketing tools, social media monitoring tools, social media agency
    
Spredfast
Published By: Location3     Published Date: Aug 31, 2018
When we released our first white paper in February 2015 discussing the ways multi-location businesses were using online media to drive in-store visits, most of the strategic opportunities being leveraged by marketers revolved around using things like promotional coupons, beacons and other tactics. While those methods certainly provided incremental lift in in-store traffic and revenue, there existed a number of gaps in connecting online data associated with promotional efforts, to data that indicated a customer actually converted offline at a business location. At press time for our original “online-to-offline” white paper, digital industry giants were still very much in the early stages of evaluating data points that signified offline customer conversions. Many of these “conversions” were somewhat implied (i.e. Clicks on “Get Directions” link), while others were a bit more reliable in signifying in-store visits and purchases made by consumers (i.e. downloadable coupon redeemed in-store
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marketing, local marketing, franchise, franchisor, digital marketing, online to offline, multi-location businesses, store visits, cross channel analytics
    
Location3
Published By: IBM     Published Date: Apr 25, 2018
Experience IBM Watson Order Optimizer How can retailers efficiently leverage inventory from one channel to serve another without breaking the bank? See how IBM Watson Order Optimizer helps Fulfillment, Operations, and Inventory: Gain a holistic view of omni-channel operations across different functional areas Optimize in real-time against multiple, competing business objectives Utilize inventory at its most profitable price point Make better fulfillment decisions with cognitive insights
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order optimizer, ibm watson, fulfillment, operations
    
IBM
Published By: IBM     Published Date: Apr 25, 2018
Hear from industry leaders on how to maximize omni-channel fulfillment, eliminating unnecessary costs and optimizing sourcing decisions.
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omni-channel, order management, sourcing, fufillment
    
IBM
Published By: IBM     Published Date: Jul 16, 2018
IBM Planning Analytics, powered by IBM TM1, is the fast, flexible, planning solution that helps you align financial plans with corporate objectives linked to operational tactics and market events. In this quick, 10- minute guided demo, you’ll get hands-on experience with IBM Planning Analytics by building a revenue plan. You’ll play the role of a financial planner and learn how to: • Create a revenue plan in IBM Planning Analytics Workspace • Adjust the plan by increasing sales by 20% through an online channel • Review the impact of your changes on net profit
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IBM
Published By: Iterable     Published Date: Sep 07, 2018
Email marketing continues to be the best digital channel for ROI, so delivering dynamic, personalized messaging to the inboxes of your customers is of the utmost importance. In fact, for 77 percent of consumers, email is the preferred messaging channel, dwarfing demand for SMS, push notifications and social media communications. When you are determining the right email marketing strategy for your business, it’s natural to wonder how the industry leaders are conducting their campaigns. A¬er all, if they’re on top, then they must be doing everything right...right? To glean best practices, we analyzed the email marketing strategies adopted by the top 100 e-retailers in the United States to study how they engage with their customers. These companies represent industries ranging from apparel and electronics, to auto parts and pet supplies, but all have the single goal of getting their users to go from inbox to checkout. We note what companies are doing across the board, as well as what spec
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Iterable
Published By: Iterable     Published Date: Sep 07, 2018
Since the term “omni-channel” was first coined by the Harvard Business Review in 2011, some marketing technology vendors claimed that they could provide businesses with this holy grail of brand ubiquity. Unfortunately, most of these early claims were false starts where vendors over-promised and under-delivered. The good news is that a select number of solutions have caught up with all the promises and can now turn them into action. In this guide, we explain why the conversation around omni-channel marketing has changed and how you can transform your marketing strategy to leverage this new, powerful technology. We’ll give you a heads up on the roadblocks you’ll encounter on your journey to achieving omni-channel relevance and the benefits you’ll gain once you reach your destination. No highfalutin jargon, no talking in circles and no nonsense. Just practical advice on how to create a superb customer experience.
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Iterable
Published By: Iterable     Published Date: Sep 07, 2018
Whether they want tickets for the next Lady Gaga concert, the World Series, the Indianapolis 500, or Hamilton, people are quickly discovering that SeatGeekis the place to find the best selection and great bargains. This relative newcomer to the online ticket business has quickly grown to offer the largest inventory of live event tickets on the web, in addition offering differentiating services like best-bargain ratings and notifications when a fan’s favorite team or entertainer will be performing nearby. Email and push have been the primary channels for interacting with customers. However, according to Ben Clark, Vice President of Customer Retention, the marketing team previously struggled to deliver consistent, relevant messaging across channels because their email and push tools ran on separate platforms. The old tools were also cumbersome to use and offered limited functionality. Worse yet, they didn’t support the team’s AI driven, omni-channel marketing strategy, which includes rea
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Iterable
Published By: SAS     Published Date: May 24, 2018
Information on artificial intelligence (AI) is flooding the market, media and social channels. Without doubt, it’s certainly a topic worth the attention. But, it can be difficult to sift through market hype and grandiose promises to understand exactly how AI can be applied in practical and reliable solutions. Like most technological advances, incorporating new technology into business processes requires significant leadership and effective direction that all stakeholders can easily understand. Great leaders become great by balancing strategy with tactics, future vision with current reality and strengths with weaknesses – all with the goal of accomplishing a clearly defined objective. Great leaders also understand that people are the most valuable resources within their organization. To drive and inspire their success, you must optimize strengths while recognizing inherent weaknesses. Many of our daily human experiences and interactions involve machines or devices of some sort. Technolo
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SAS
Published By: SAS     Published Date: May 24, 2018
Implementing omnichannel marketing is often difficult, especially when using digital channels. Most products designed for digital channels lack the ability to integrate with traditional channels that have on-site processes and data. SAS Customer Intelligence 360 enables businesses to use both cloud and on-site channels and data. This integration is possible because of SAS software’s hybrid cloud architecture.
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SAS
Published By: Anaplan     Published Date: Sep 07, 2018
A new way to collaborate As the digital revolution continues, a linear approach to supply chain planning is gradually giving way to ecosystem thinking. Consumers buy in an entirely new way. Goodbye Sears catalog, hello one-click checkout. To keep up, companies need the ability to plan accurately in real-time. Introducing digital demand management with the Anaplan platform: a collaborative approach that can keep up with omnichannel demand. What’s inside this paper from Supply Chain Brain: What digital demand management means in today’s market The benefits of a connected approach to demand management
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Anaplan
Published By: Genesys     Published Date: Jun 11, 2018
While most companies today support multi-channel customer service, they typically manage individual channels in silos, resulting in a fragmented customer experience. Moving to an omnichannel contact center solution will not only provide a substantial competitive advantage, it will also improve the overall experience and satisfaction of both agents and customers. Download this tip sheet to learn eleven metrics for building your business case for omnichannel customer service including: • 50% reduction in processing of duplicate messages across channels • Over 20% increase in First Contact Resolution • 15% increase in CSAT
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omnichannel contact center, customer experience, csat, first contact resolution
    
Genesys
Published By: Epson     Published Date: May 14, 2018
Consumers worldwide continue to adopt and use technology in their shopping experience. Faced with rising customer expectations and increasing competitive pressures, retailers now are prioritizing in-store innovation. Many retailers have adopted multichannel implementations, in which mobile, web, and in-store shopping are enabled but not delivered consistently to the customer. The next step in this evolution is an omnichannel strategy, now being deployed by some retailers, which presents a consistent shopping experience across mobile, web, and in-store channels. Omnichannel also enables retailers to integrate back-end infrastructure technologies (e.g., servers, databases, etc.) and cloud-based services (e.g., loyalty programs, personalized recommendations, inventory management, etc.) to improve many aspects of store and enterprise operations. An omnichannel strategy relies on several core and supporting technologies. The key factors in evaluating any omnichannel-enabling solution includ
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Epson
Published By: NEC     Published Date: Dec 16, 2009
The proliferation of communications channels has set expectations around cost and productivity benefits. Unified Communications (UC) is proffered as a way of helping bring them all together, but companies struggle to justify the business case for it. Against this background, how important is UC as an approach to streamlining communications, and how can businesses exploit it?
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nec, business communication, productivity, unified communications, uc delivery
    
NEC
Published By: MuleSoft     Published Date: Jul 13, 2018
"Omnichannel is becoming more than connecting system A to system B - but rather preparing for the future as new channels continue to arrive. By leveraging an API-led approach, organizations can develop more meaningful (and valuable) relationships with their customer and improve customer engagement—moving beyond transactions through multi-channel engagement. This whitepaper outlines why and how to develop an omnichannel strategy. Accenture and MuleSoft are uniquely positioned to help companies realize the revenue potential and capture the operational synergies of an omnichannel strategy. Read this whitepaper to discover: -How API-led connectivity leads to developing an omnichannel strategy -Case studies of Accenture and MuleSoft customers who achieved strong business outcomes with omnichannel -How to accelerate the omnichannel journey with an application network"
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MuleSoft
Published By: StrongMail     Published Date: Jul 31, 2009
The rise of social media is intrinsically connected to email, which was itself the first social network. Email marketers must leverage this complementary channel to expand their reach beyond the email list, realizing the power of viral marketing in the social web.
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strongmail, social media, email marketing, emarketing, roi, swyn, networks, social networking, twitter, youtube, rich media
    
StrongMail
Published By: StrongMail     Published Date: Sep 08, 2010
With more than 500 million active users, Facebook can be an extremely effective channel for engaging customers around your brand. However, before you rush out to build a fan page, you need to first understand the best way to interact with them based on conversations about your brand that are already happening on the social web.
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strongmail, email, facebook, channel, social networking
    
StrongMail
Published By: Neolane, Inc.     Published Date: Sep 17, 2010
With more than three decades in the hotel marketplace, Grupo Posadas operates more than 104 hotels and 19,042 rooms in 50 beach and city destinations in Mexico, Brazil, Argentina and Chile. It's brands include AQUA, Fiesta Americana Grand, Fiesta Americana, Lat 19°, Caesar Park and Caesar Business, making Posadas the leading Mexican hotel operator in Latin America. Posadas selected Neolane's enterprise marketing software to improve segmentation and deliver consistent, personalized customer communications across e-mail and direct mail channels, while streamlining campaign management within its loyalty programs.
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neolane, grupo posadas, segmentation, loyalty, email, direct marketing, customer communications, loyalty
    
Neolane, Inc.
Published By: WhatCounts     Published Date: May 05, 2010
Lifecycle marketing is changing the way companies interact with prospects and customers through the email channel. This white paper explores five common questions and some ideas on how to jumpstart your lifecycle marketing efforts.
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lifecycle, email marketing, whatcounts, emarketing, roi, segmentation, nurturing, lead generation, compliance
    
WhatCounts
Published By: Pitney Bowes     Published Date: Apr 20, 2009
This Executive White Paper, sponsored by Pitney Bowes Marketing Solutions, a provider of web-based marketing automation solutions, examines the competitive advantages offered by marketing automation portals and the potential impact of these types of portals on marketing campaigns deployed in complex, rapidly evolving markets.
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pitney bowes, automated portals, marketing solutions, web-based marketing, competitive advantage, portal, channel marketing, sustainable, enterprise marketing, crm systems, crm, roi, partner, secure online marketing, marketing funds management, dashboard, list management applications, urls, seo, turnkey
    
Pitney Bowes
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