customer interaction

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Published By: FICO     Published Date: Dec 04, 2017
In an era where Big Data decisions demand high-powered tools, organizations everywhere are still mired in complex spreadsheets that limit the speed and precision of their critical customer interactions. Read this fact sheet to learn how you can evolve beyond what spreadsheets alone can achieve: • Allow business users to easily create and compare “what if” scenarios, interact with compelling visualizations, and challenge, improve and build trust with stakeholders and collaborators • Rapidly deploy new optimization features and applications practically at the speed of thought – without leaning on IT – while leveraging existing investments in other analytic tools (such as R, SAS, MATLAB, and even Excel) Download Now
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fico, optimization, modeler, industry, analytic, tool, business, solutions
    
FICO
Published By: CrowdTwist     Published Date: Jan 09, 2018
2017 loyalty trends highlight a strong focus on meeting customer expectations with exceptional customer experiences. Loyalty programs are becoming more sophisticated, moving beyond the traditional spend and get model, to omnichannel and multichannel programs that recognize customers for every interaction they make with a brand. Smart marketers are capturing and leveraging loyalty data to understand their customers better and market effectively to them. Download this e-book to learn more about the current trends shaping loyalty programs today.
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CrowdTwist
Published By: SAP     Published Date: May 18, 2014
Leading companies and technology providers are rethinking the fundamental model of analytics, and the contours of a new paradigm are emerging. The new generation of analytics goes beyond Big Data (information that is too large and complex to manipulate without robust software), and the traditional narrow approach of analytics which was restricted to analysing customer and financial data collected from their interactions on social media. Today companies are embracing the social revolution, using real-time technologies to unlock deep insights about customers and others and enable better-informed decisions and richer collaboration in real-time.
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sap, big data, real time data, in memory technology, data warehousing, analytics, big data analytics, data management
    
SAP
Published By: Avaya     Published Date: Jun 15, 2016
"Differentiate your organization through customer engagement Improving customer experiences has replaced operational efficiency gains as the top objective in customer care executives’ agendas. This Aberdeen report details how “best-in-class” firms are achieving greater customer retention and annual growth as a result. Discover more in the report now >"
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networking, crm, software
    
Avaya
Published By: SAS     Published Date: Jan 17, 2018
Consider the many ways that a customer encounters your brand – organic results on a search engine, display media campaigns, social media links, re-targeting on external sites, etc. One thing is certain – consumer journeys are far from linear. They can occur across multiple platforms, devices and browsers. The problem is that organizations are often constrained to channel-limiting decisions regarding their media investment allocations. Marketing attribution helps you analyze the impact and business value of company-generated marketing interactions to help make the best marketing investment decisions. The challenge is to interpret the massive volumes of customer data that continues to expand day by day.
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SAS
Published By: SAS     Published Date: Jan 17, 2018
The digital marketplace presents new challenges for marketers, yet provides the perfect canvas for creating personalized, relevant communications and developing deep relationships with customers based on ongoing interactions. This paper explores what customer “moments of truth” mean, and how understanding those moments of truth along the customer journey enables marketers to deliver the personalized, real-time responses that customers crave. You’ll also learn best practices on how customer experience optimization and digital marketing optimization can help marketers capitalize on moments of truth.
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SAS
Published By: Aria Systems     Published Date: Jun 15, 2016
"Differentiate your organization through customer engagement Improving customer experiences has replaced operational efficiency gains as the top objective in customer care executives’ agendas. This Aberdeen report details how “best-in-class” firms are achieving greater customer retention and annual growth as a result. Discover more in the report now >"
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Aria Systems
Published By: Oracle     Published Date: Feb 24, 2015
Data is the fuel of all marketing activities. Customers and prospective buyers are savvy, empowered, and carry high expectations for personalization across all interactions. Without the right data—at the right time—as well as the most effective strategies in place to manage our data sources, our communications and offers are dead on arrival. A one-size-fits-all approach to marketing is not a sound tactic—it’s a marketing fruitcake that no one wants to receive. It’s time to get down with data to delight your audience and provide them with the personal experiences they deserve. Read the marketing essentials guide now.
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business technology, data center
    
Oracle
Published By: Pega     Published Date: May 25, 2016
The customer experience is critical in today’s fast-paced, demanding world. With so many options at the buyer’s fingertips and the rise of social sharing media, one bad customer experience can haunt an organization. According to” The Forrester Wave™: Dynamic Case Management, Q1 2016” report, in order to improve customer experience, firms must tackle the incident process through smart handling of exceptions, applying analytics for context, and offering real-time and mobile interaction. Here is where dynamic case management (DCM) can be a competitive advantage and Forrester identified 14 of the most significant vendors across 21 criteria in this space with Pegasystems among vendors who lead the pack. Download this Forrester Wave report to see the full 21-criteria evaluation of the dynamic case management (DCM) market and gain insight into the 14 most significant software vendors in order to help enterprise architecture (EA) professi
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case management, forrester, dynamics, enterprise
    
Pega
Published By: Pega     Published Date: May 25, 2016
Customer insights professionals face the challenging task of delivering contextually relevant experiences across the customer life cycle. They need to work with their business technology counterparts to integrate enterprise marketing technologies that manage customer data, provide real-time analytics and insights, and automate cross-channel interactions. Here is where Real-Time Interaction Management (RTIM) is critical, according to The Forrester Wave™: Real-Time Interaction Management, Q3 2015 report, which identified the 11 most significant technology providers in this space across 35 criteria. Forrester defines RTIM as “Enterprise marketing technology that delivers contextually relevant experiences, value, and utility at the appropriate moment in the customer life cycle via preferred customer touchpoints,” and identifies Pegasystems as one a leader in this very diversified pack. Download this Forrester Wave report to
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interaction management, business technology, enterprise, forrester, best practices, pegasystems
    
Pega
Published By: Zendesk     Published Date: Jan 19, 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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customer support software, customer service tool, customer relationship, multichannel support tool, customer support vendor evaluation, knowledge base management, help desk software, help desk portal
    
Zendesk
Published By: Zendesk     Published Date: Jan 19, 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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customer support software, customer service tool, customer relationship, multichannel support tool, customer support vendor evaluation, knowledge base management, help desk software, help desk portal
    
Zendesk
Published By: DataStax     Published Date: Mar 10, 2017
Banks are at an inflection point. According to a recent research by Viacom, 1 in every 3 U.S. consumers are open to switching banks in the next 90 days. Financial services companies need to break through the competition to gain customer trust and loyalty. Building a 360° view of the customer can help banks grow customer retention and loyalty, upsell high margin products and provide compelling interactions. However, this is no easy task as complexity increases when retail banks engage their customers across multiple channels and financial products. Gaining visibility into every customer interaction, across your business silos, and with every engagement channel is critical to making the right decisions to deliver amazing customer experiences. This white paper examines the challenges Financial Services Institutions (FSIs) face when building a 360° view of the customer to transform their customer experience and how to overcome them.
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DataStax
Published By: IBM APAC     Published Date: Nov 22, 2017
Using IBM Watson’s cognitive capabilities, companies can quickly differentiate their customer service quality by being more pro active and responsive to customer needs. Simply put, chatbots and virtual agents are the future of customer interactions. Building apps from scratch that incorporate natural language processing, speech to text recognition, visual recognition, analytics, and artificial intelligence requires broad expertise in these disciplines, large staffs, and a huge financial commitment. Making use of IBM Watson cognitive services brings these capabilities in-house quickly and without the capital investment that would be needed to develop the technologies within an organization.
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decision making, deeper data, insights, cognitive, analytics, ibm, watson, virtual agents
    
IBM APAC
Published By: Adobe Systems, Inc.     Published Date: Oct 22, 2010
Adobe solutions for customer experience management enable businesses to elevate customer experiences to a whole new level. Every interaction with your customers is a moment of truth.
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adobe systems, customer experience, crm, customer care, b2b, b2c, service, customer service
    
Adobe Systems, Inc.
Published By: Adobe Systems, Inc.     Published Date: Nov 15, 2010
Adobe solutions for customer experience management enable businesses to elevate customer experiences to a whole new level. Every interaction with your customers is a moment of truth.
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adobe systems, customer experience, crm, customer care, b2b, b2c, service, customer service
    
Adobe Systems, Inc.
Published By: Cisco     Published Date: Jun 21, 2016
Businesses must become agile and provide differentiated service as customer demands and expectations change. Moving beyond simple phone transactions, customers are taking matters into their own hands and turning to their peers, the web and social media to find answers. Contact centers play a major role in determining the customer’s perception of a company. Often seen as brand ambassadors, agents are the main interaction point for customers. It is therefore critical that they deliver personalized communications in the channels that customers prefer. Businesses should use cloud technology to add multichannel tools and support growing demand for chat, social, SMS and video.
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Cisco
Published By: Dell     Published Date: Jan 26, 2015
Infrastructure and operations leaders must create a strategy and budget to outfit workers with devices, software, and services to improve their productivity. Additionally, I&O leaders play a critical role in both the strategy and budgetary support of customer-facing interaction technologies. This report helps you benchmark your organization against your peers as you work with business partners to develop and implement technology strategies that drive business results for your company. Read this Forrester Research report, offered compliments of Dell, for more information on strategies to devise the right technology fits for your organizational needs.
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dell, windows, workforce, customer facing technology, infrastructure, operations, software, productivity
    
Dell
Published By: Adobe     Published Date: Sep 28, 2010
This IDC Government Insights White Paper discusses government's new efforts to achieve its goals regarding service delivery to citizens, businesses, and other government agencies.
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adobe, government enterprise, service delivery, customer interaction, data sharing, intelligent application, business analytics, business process management
    
Adobe
Published By: Adobe     Published Date: Sep 28, 2010
This How-To Guide for Creating Open Government reviews the opportunity of open government, how technology enables open government, and how to make government more transparent, participatory and collaborative.
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adobe, open government, customer interaction, information management, collaborative, transparency
    
Adobe
Published By: Infor     Published Date: Jan 03, 2011
Taking full advantage of each customer interaction has become a strategic imperative. And customer-oriented companies in a wide range of industries must focus on developing a contact center that drives effective, consistent customer interactions and builds long-term customer loyalty. In this white paper, learn how leading organizations empower the contact center.
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infor, customer interaction, contact center, customer loyalty, roi
    
Infor
Published By: Infor     Published Date: Jan 03, 2011
Strategies for growth and loyalty in multi-channel customer-oriented organizations.
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infor, customer loyalty, customer interaction, customer relationship management, crm
    
Infor
Published By: Infor     Published Date: Jan 03, 2011
Drive lifetime customer loyalty and increase value at every customer touch point.
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infor, customer loyalty, crm interaction advisor, customer satisfaction, sales and marketing
    
Infor
Published By: Infor     Published Date: Jan 06, 2011
Strategies for growth and loyalty in multi-channel customer-oriented organizations.
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infor, customer loyalty, customer interaction, customer relationship management, crm
    
Infor
Published By: Infor     Published Date: Jan 06, 2011
Drive lifetime customer loyalty and increase value at every customer touch point.
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infor, customer loyalty, crm interaction advisor, customer satisfaction, sales and marketing
    
Infor
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