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Published By: Salesforce     Published Date: Jun 30, 2020
Research indicates that Customer Experience is one of the most important areas that affect the profits of companies selling their products online. The multiplicity of communication channels, though comfortable for customers, is challenging for the companies The situation related to COVID-19 also had an impact on the e-commerce market. Already 57% of the Internet users shop online. Consumers value the fact it is an easy, quick, and always accessible form of shopping, no matter what the current limitations are. How to guarantee fast service when customers communicate via chat, email, or www, in social media, or just call Customer Service? And what if they report issues via several channels at once? How to meet customers’ expectations in the times of multi channeling? Together with our customer, PayU, we will talk about challenges and ways to achieve success in customer service.
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Salesforce
Published By: Genesys APAC     Published Date: Jun 14, 2020
Queue-based routing was the model of efficiency when it was first introduced 40+ years ago. With the addition of digital and self-service channels, and with customers using multiple channels (sometimes within a single interaction), contact centres are now constrained by this approach.
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Genesys APAC
Published By: Bringg EMEA     Published Date: May 12, 2020
"Walmart and Amazon have created new standards for the online grocery market. To compete with giants, it is critical that grocers work with multiple delivery and fulfillment providers in order to be able to scale up successfully and provide seamless omnichannel customer experiences. In this on-demand webinar, we explore -The rise and continued growth of online grocery -The economic challenges of maintaining profitability -The innovative ways in which grocers are using technology to increase their productivity, improve their agility and improve their margins while delivering superior customer experiences. Watch Now"
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Bringg EMEA
Published By: Genesys APAC     Published Date: Mar 26, 2020
Queue-based routing was the model of efficiency when it was first introduced 40+ years ago. With the addition of digital and self-service channels, and with customers using multiple channels (sometimes within a single interaction), contact centres are now constrained by this approach. Contact centre routing is the foundation for delivering personalised, omnichannel customer experiences and engaging employees. It’s time to rethink the status quo for routing work to the best-suited employee. This white paper discusses how you can: Overcome limitations of queue-based routing with true Omnichannel routing Design personalised, low effort, end-to-end customer journeys Match your customers with the best available resource at the right time in the right channel
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Genesys APAC
Published By: NICE inContact     Published Date: Mar 03, 2020
Turns out the agent experience matters. A lot. ICMI recently surveyed leading contact center managers from a range of industries to better understand today’s top contact center staffing issues, including agent engagement, attrition, the correlation between the agent experience and customer satisfaction, and more. Dive into the data and learn why keeping agents engaged at work is the first—and perhaps most important—step in delivering more meaningful customer experiences. Download the ICMI Research, “The State of Agent Experience and Engagement in Today’s Contact Centers" and learn: What impact Agent Experience has on CSAT Key factors that are driving Agent experience, satisfaction and motivation Best practices in hiring, training and compensation Ways to navigate challenges and opportunities in supporting multiple channels
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NICE inContact
Published By: Naviga Global - 1H 2020 - Q1-20     Published Date: Feb 24, 2020
"In a world where your employees and customers are constantly bombarded with a multitude of messages from multiple sources and through numerous channels, you need a way to quickly sort through the noise and determine the most relevant, mission-critical information. Furthermore, your stakeholders require this information in a manner that is timely and in an actionable format, so that decisions can be made based upon data — not just gut feelings. Check out this on-demand webinar to learn how our Content-as-a-Service (CaaS) solution turns information into business value by enabling you to: ?Uncover and streamline your access to the most impactful content from over 17,500+ sources ?Tag and organize new and existing content in a way that makes sense for your business ?Ensure real-time delivery of content to your internal stakeholders and channel partners"
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Naviga Global - 1H 2020 - Q1-20
Published By: Adobe     Published Date: Jan 28, 2020
The Critical Capabilities for Multichannel Marketing Hubs, a companion piece of research to the Magic Quadrant for Multichannel Marketing Hubs, primarily Evals Adobe Campaign and Marketo Engage and secondarily Evals Adobe Experience Cloud solutions. Out of the 21 vendors included in the evaluation, Adobe achieved the #1 score across all four use cases—Campaign Creation, Campaign Orchestration, Campaign Execution, and Campaign Measurement. The Critical Capabilities research revealed five trends shaping the ongoing evolution of Multichannel Marketing Hubs: • Marketer demand for data control, flexibility and analysis • The need for applied machine learning and artificial intelligence • The ability to personalize customer engagements • Increased emphasis on consent and privacy management • Tenuous balance between solution comprehensiveness and complexity
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Adobe
Published By: Adobe     Published Date: Jan 27, 2020
The goal of this asset is to give readers guided steps, advice, examples, and considerations for delivering connected advertising experiences. In other words, intelligent campaigns that include cross-or multichannel-aware ads. We have a growing supply of content for our audience about creating omnichannel advertising using analytics, audience data, and creative capabilities in order to build a brand and acquire customers.These assets can be now consolidated and better presented within a new content experience. Key audience needs:-Grow the business through cost-effective advertising campaigns -Objectives may be brand awareness, engagement or performance (customer acquisition) The audience is aiming to reach their target audiences with consistency, efficiency; lower cost per touch point. They care about ad creative, optimal media mix, audience insights, conversion, and attribution. They need to collaborate with agencies, tech providers and media sellers effectively for campaigns. They mu
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Adobe
Published By: Adobe     Published Date: Jan 27, 2020
With customers spending almost one-third of their days engaging with digital content and frequently engaging on multiple channels, developers need a better and faster way to create digitally engaging experiences across multiple channels. Yet despite the appeal of headless for developers, a headless-only CMS may not be the best approach. A better strategy for embracing new technology is taking a hybrid approach. 
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Adobe
Published By: Adobe     Published Date: Jan 27, 2020
Main Message: Adobe’s 2019 consumer-based research Gen Z, Meet the Travel Transformers: Instagram is the New Guidebook can help you understand critical shifts in both customer mindset and behaviors enabling you to prioritize your next big moves. Here’s what you’ll learn: · How leaders are setting the bar · 5 unique traits of Gen Z (challenges and opportunities) · 4 mindset shifts to make to evolve · Travel industry response · If you’d like to learn more, the full generational study is available: Although this research report is focused on Generation Z, we designed our full research around all of the cohorts for context: Boomer, Gen X, Millennials and Gen Z. If you would like to hear more about consumer habits and behaviors for what matters throughout the travel customer journey for all generations, please reach out, we’re here to help.
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Adobe
Published By: Digital Realty     Published Date: Jan 15, 2020
MOBITV, the first company to bring live and on-demand TV to mobile devices, wanted to: Provide easy, straightforward access for broadband and wireless operators to connect on MOBITV’s platform Offer proximity and accessibility to multichannel video programming distributors (MVPDs) and content providers on the East Coast, connecting to their circuits directly Facilitate continued growth without necessitating architectural reconfiguration of the IT environment See how they were able to achieve it through Digital Realty's Connected Campus network.
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Digital Realty
Published By: Genesys     Published Date: Jan 13, 2020
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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Genesys
Published By: Google - SAP     Published Date: Dec 02, 2019
"You want to retain your customers for life, but how do you ensure your customer experiences are consistent and coordinated across multiple channels and applications? Only SAP offers a single platform that delivers great digital commerce experiences across all channels, increases productivity and reduces total cost of ownership (TCO). In addition, the SAP Commerce Cloud solution addresses the unique requirements of your industry and all go-to-market business models. Download the executive brief and check out why more executives are choosing SAP software for their commerce strategy. Request ""Reasons Why Executives Choose SAP Commerce Cloud"" now."
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Google - SAP
Published By: Google - SAP     Published Date: Dec 02, 2019
"SAP has been ranked a leader in the latest Gartner Magic Quadrant for Configure, Price and Quote Application Suites (Nov 2018). According to Gartner, SAP is a Leader due to its comprehensive, integrated quote-to-cash suite, which includes lead generation, lead management, sales performance management and contract life cycle management. CallidusCloud was acquired by SAP in April 2018 and is now offered as a component of SAP Sales Cloud. SAP’s CPQ capabilities are built on .NET and offered as a multitenant SaaS solution. Key Quotes & Commentary: -- CRM solution integration: SAP CPQ integrates with Salesforce Sales Cloud, Microsoft Dynamics 365, SAP Hybris Sales Cloud, Netsuite and SugarCRM. This is a key point as it calms any potential fears customers might have about the openness of SAP’s Sales Cloud. -- Multichannel support: SAP CPQ supports direct sales, resellers and customer self-service channels with a comprehensive set of features. -- AI/Machine Learning. Product recommen
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Google - SAP
Published By: Google - SAP     Published Date: Nov 13, 2019
Configure, price and quote (CPQ) application suites enable sales organizations to streamline and optimize the creation of quotes and orders for complex, configurable products or services. CPQ application suites exist within a larger ecosystem enabling the quote-to-cash business process. Leading CPQ solutions support the: Selection of products Configuration of products Pricing of products Creation and negotiation of quotes Capture of orders across multiple channels of customer interaction Most CPQ solutions support multiple channels. Those channels include direct sales, the contact center, points of sale, resellers and customer self-service. Gartner clients consistently request cloud solutions when evaluating CPQ vendors and their offerings. Consequently, the CPQ vendors included in this Magic Quadrant all offer cloud-deployed solutions that provide out-of-the-box support for sales force automation integration, product selection, configuration of options, pricing and proposal generation
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Google - SAP
Published By: Google - SAP     Published Date: Nov 01, 2019
"You want to retain your customers for life, but how do you ensure your customer experiences are consistent and coordinated across multiple channels and applications? Only SAP offers a single platform that delivers great digital commerce experiences across all channels, increases productivity and reduces total cost of ownership (TCO). In addition, the SAP Commerce Cloud solution addresses the unique requirements of your industry and all go-to-market business models. Download the executive brief and check out why more executives are choosing SAP software for their commerce strategy. Reasons Why Executives Choose SAP Commerce Cloud"
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Google - SAP
Published By: Google - SAP     Published Date: Nov 01, 2019
"SAP has been ranked a leader in the latest Gartner Magic Quadrant for Configure, Price and Quote Application Suites (Nov 2018). According to Gartner, SAP is a Leader due to its comprehensive, integrated quote-to-cash suite, which includes lead generation, lead management, sales performance management and contract life cycle management. CallidusCloud was acquired by SAP in April 2018 and is now offered as a component of SAP Sales Cloud. SAP’s CPQ capabilities are built on .NET and offered as a multitenant SaaS solution. Key Quotes & Commentary: CRM solution integration: SAP CPQ integrates with Salesforce Sales Cloud, Microsoft Dynamics 365, SAP Hybris Sales Cloud, Netsuite and SugarCRM. This is a key point as it calms any potential fears customers might have about the openness of SAP’s Sales Cloud. Multichannel support: SAP CPQ supports direct sales, resellers and customer self-service channels with a comprehensive set of features. AI/Machine Learning. Product recommendation
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Google - SAP
Published By: ttec     Published Date: Oct 16, 2019
Omnichannel, in its most complete definition, means taking into account individual customer needs and perspectives to create seamless customer experience within and across multiple channels. The customer is in control, which creates amazing customer experiences and reduces friction for users and the business. With a true omnichannel experience, each conversation is a continuation from the last and customers don’t have to reiterate their problems multiple times to multiple people. It provides better insights into a customer’s next action, and it enables more personalized product recommendations and proactive outreach. Through technology and analytics, brands can improve their operational efficiency, optimize their channel mix, and take advantage of lower-cost channels, all while enabling a better experience for their customers.
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ttec
Published By: Adobe     Published Date: Oct 08, 2019
With customers spending almost one-third of their days engaging with digital content and frequently engaging on multiple channels, developers need a better and faster way to create digitally engaging experiences across multiple channels. Yet despite the appeal of headless for developers, a headless-only CMS may not be the best approach. A better strategy for embracing new technology is taking a hybrid approach. 
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Adobe
Published By: Wpromote     Published Date: Oct 03, 2019
The results are in! Wpromote is honored to be named a Leader in the inaugural Forrester Wave: Performance Marketing Agencies, Q3 2019. Using a 28-point evaluation, the Forrester Wave report ranks the 12 most significant global digital marketing agencies based on their current service offering and strategic vision. Wpromote’s multichannel performance marketing offering and forward-looking roadmap stood out from the pack. Wpromote earned 5/5 in 14 of Forrester’s evaluation criteria. Download the report to discover how Wpromote performed in all of the criteria.
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Wpromote
Published By: Oracle     Published Date: Sep 30, 2019
It takes more than a single interaction to net a customer. By now, marketers understand the importance of multichannel engagement, but most still struggle to seamlessly connect the customer experience across channels. Simply put, it’s easy to batch and blast a broadcast message to email, social, and mobile audiences, but consumers today want more. They want to see themselves in the brand, not just see the brand talk about themselves. Additionally, personalizing messaging in one channel can be tricky enough, but connecting messaging, for an audience who is sprinting from one channel to the next, is a whole other hurdle.
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Oracle
Published By: Oracle     Published Date: Sep 30, 2019
Let’s just get to the core of the issue: The customer experience (CX) is broken. Legacy technology is way behind and it creates a distorted view of the customer. Though it provides behavioral, demographic, and preference data, most martech doesn’t link important data silos together to deliver the bold multichannel experience always-on customers want. How can marketers stay competitive in a data-driven world with outdated technology behind their decision-making? Simple. They can’t. In order to course correct the customer experience, marketers need: • The ability to build a holistic customer view that incorporates preferences, behaviors, and personalization across multiple devices and channels • A way to manage B2B and B2C CX at every touchpoint Can your technology do all this? Let’s look into that.
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Oracle
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: Pure Storage     Published Date: Sep 27, 2019
Noch nie haben Daten eine so entscheidende Rolle für den Erfolg unseres Handelssektors gespielt wie heute – und dies gilt umso mehr für Finanzdienstleistungen. Dies wird deutlich, wenn wir kurz innehalten und einen Blick auf das Wachstum datenbasierter „Technologien“ wie der künstlichen Intelligenz und deren enorme Bedeutung für die Förderung von Innovationen in Bereichen wie Risikomanagement, MultiChannel-Kundenerfahrung und Betrugserkennung werfen. Der Sektor ist so erpicht darauf, aus Daten einen Nutzen zu ziehen, dass laut PwC Startups mit einem starken KI-basierten Angebot einige der lukrativsten Finanzierungen erhalten – alleine in den letzten beiden Jahren in der Größenordnung von einer Milliarde US-Dollar.1 Angesichts dieser Situation und des anhaltenden Strebens nach datenbasierten Innovationen sind mögliche Unterbrechungen und Ausfallzeiten ein absolutes No-Go. Dies ist der Hauptgrund, weshalb die Führungskräfte der meisten Unternehmen weiterhin auf bewährte Disaster Reco
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Pure Storage
Published By: Adobe     Published Date: Sep 23, 2019
Learn best practices for taking inventory of first-party data, and using second- and third-party data to fulfill programmatic campaigns and achieve digital marketing goals. • Define your team’s goals for customer data. • Take inventory of your first-party data. • Explore use cases for second- and third-party data. • Finding the best data providers. • Combine your first, second, and third-party data. • Case Study: MGM drives programmatic campaign results with third-party data. Business struggle to gain a holistic customer view — the skills to identify actionable insights from multichannel data are in short supply. If they could gain a holistic view of customer attributes and behaviors, they could make sure they get the right content at the right time.
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Adobe
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