interactions

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By: IBM     Published Date: Jul 28, 2016
Read this white paper to discover how predictive analytics and cognitive commerce make it possible to get instant access to integrated information and actionable insights so you can deliver superior-and profitable-interactions with customers. You'll learn: What it takes to uncover hidden trends and explore relationships across disparate data sources using natural language queries Ways to use in-depth insight to create highly relevant campaigns and content that's aligned with individual customer behaviors and preferences How to take product recommendations to new levels of accuracy with pinpoint prediction and targeting.
Tags : ibm, commerce, analytics, business insight, business analytics, business advisor, commerce data, predictive analytics, enterprise applications
     IBM
By: IBM     Published Date: Aug 01, 2016
As digital transformation accelerates, the opportunity to engage customers digitally has never been greater — but so has the threat of not delivering great customer experiences. In order for customer insights professionals to compete, the use of customer understanding to optimize experiences at scale must be at the heart of all digital transformation initiatives. Digital intelligence provides a vision and approach that captures a holistic view of the customer in order to optimize digital interactions, engagements, and experiences. During his talk James McCormick will describe the vision and need for digital intelligence; the approach needed to make it a strategic initiative, and ultimately, how it will provide a competitive advantage.
Tags : ibm, commerce, customer experience, analytics, customer engagement, customer insight, enterprise applications
     IBM
By: IBM     Published Date: Oct 06, 2016
Securing your infrastructure, your customer interactions and protecting your data are critical to preserving your reputation and your bottom line. Many cyber attacks remain undetected for up to eight months and can cost an organization an average of 11 million USD.
Tags : cyber security, security analysis, integrated data systems, cyber intelligence, malware investigation
     IBM
By: IBM     Published Date: Oct 11, 2016
Read this white paper to discover how predictive analytics and cognitive commerce make it possible to get instant access to integrated information and actionable insights so you can deliver superior-and profitable-interactions with customers.
Tags : ibm, ecommerce, b2c, b2c ecommerce, commerce, data, business advisor, enterprise applications
     IBM
By: Genesys     Published Date: Feb 21, 2018
Routing is a fundamental component of your customer experience strategy. True omnichannel routing breaks down channel silos and gathers intelligence upfront through context and data to deliver the personalized, seamless engagement your customers now expect. Learn how you can move beyond single interactions with true omnichannel routing: • Dynamically match customers from any touchpoint, over any channel, to the agent with the optimal insights, skill set and proficiency • Enable seamless transitions between digital self-service and live employee contact • Replace single, random interactions with thoughtfully designed and optimized customer journeys
Tags : contactbabel, contact center, omnichannel, routing, customer experience
     Genesys
By: Genesys     Published Date: Feb 22, 2018
Your customers expect effortless and personalized engagement across all their channels. Delivering exceptional customer service requires the platform, infrastructure, applications and resources to identify, route and switch interactions seamlessly between agents and channels, while keeping relevant data available throughout the customer journey. Download this paper to learn how to: • Transform single interactions into personalized customer journeys • Empower employees with the right set of tools, including a unified desktop • Quickly deploy new technologies, like blended artificial intelligence (AI), bots and virtual assistants to exceed your customers’ rapidly evolving expectations
Tags : contactbabel, contact center, omnichannel, routing, customer experience
     Genesys
By: Genesys     Published Date: Feb 27, 2018
Modern contact centers support a variety of digital channels—email, chat, co-browsing, social, video—over multiple digital touchpoints (web or mobile devices). What they lack is the ability to link interactions in a step-by-step journey to provide a personal, contextual experience for each customer. Download this eBook. Learn how you can: • Design a successful digital customer engagement strategy • Provide agents with a 360-degree view of the customer across all digital channels and voice • Deliver omnichannel experiences that are personalized, context-based, and low-effort
Tags : digital customer service, contact center, digital channel, ebook
     Genesys
By: Genesys     Published Date: Feb 27, 2018
With all the options in the rapidly changing marketplace for cloud-based contact centers, it’s a challenge to find the right solution for your business. Easily compare the leading contact center solution vendors in the Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2017-18, based on their ability to offer full voice call routing and multichannel customer service in the cloud. Learn why Genesys has been positioned as a leader who has solutions for businesses of all sizes and in all industries around the world. Read the Ovum Decision Matrix to: • Compare cloud contact center solutions based on the strength of their technology platforms • Contrast vendors on their ability to handle multichannel customer interactions and connect with customer and company data through analytics • Understand each vendor’s market impact and why Genesys was chosen as a leader
Tags : ovum, multichannel cloud contact center, contact center, decision matrix
     Genesys
By: IBM     Published Date: Jan 20, 2017
Banks have been using ECM for years, capturing, archiving and discovering documents. Some banks have adopted capture capabilities to digitize content for faster and easier access to content. Today’s leading banks are using content management systems that leverage cloud, mobile and analytics to deliver superior customer interactions. Watch this short video to learn how today’s leading banks are applying new ECM capabilities that help provide consistent customer experiences across all channels.
Tags : ibm, ecm, analytics, smarter content, ecm for banking, enterprise applications
     IBM
By: IBM     Published Date: Feb 28, 2017
Technology has always enabled companies to reinvent how they engage with customers. But now we are seeing a profound shift – the convergence of physical and digital customer interactions – which is fundamentally changing how customers will interact and transact with brands and businesses everywhere. To better understand these dynamics, the IBV is conducting a Customer Experience (CX) study, published as a series, with multiple reports organized by topic.
Tags : mobilization, customer experience, customer engagement, customer interaction, ibv, ibm
     IBM
By: IBM     Published Date: Feb 28, 2017
Energy companies are being challenged on multiple fronts. Core expectations require the delivery of safe, reliable, affordable and sustainable energy. Business models are being challenged by alternatives such as renewables and consumers demanding more sophisticated interactions through social and mobile. Energy companies need to: Disruptively innovate business processes through analytics driven operational excellence to increase agility and responsiveness, reduce operational costs and improve asset reliability Assume the role of energy integrator to optimally balance supply and demand points Deliver a 360-degree customer-of-one experience to increase customer satisfaction and loyalty, reduce costs, and improve management of energy demand
Tags : ibm, energy & utilities, utility trends, pov, ibm pov, customer experience, sustainable energy, affordable energy
     IBM
By: IBM     Published Date: Apr 21, 2017
Technology has always enabled companies to reinvent how they engage with customers. But now we are seeing a profound shift – the convergence of physical and digital customer interactions – which is fundamentally changing how customers will interact and transact with brands and businesses everywhere. To better understand these dynamics, the IBV is conducting a Customer Experience (CX) study, published as a series, with multiple reports organized by topic.
Tags : customer experience, branding, customer interaction, technological influence, customer engagement
     IBM
By: IBM     Published Date: Jul 14, 2017
Technology has always enabled companies to reinvent how they engage with customers. But now we are seeing a profound shift – the convergence of physical and digital customer interactions – which is fundamentally changing how customers will interact and transact with brands and businesses everywhere. To better understand these dynamics, the IBV is conducting a Customer Experience (CX) study, published as a series, with multiple reports organized by topic.
Tags : 
     IBM
By: IBM     Published Date: Jul 14, 2017
Technology has always enabled companies to reinvent how they engage with customers. But now we are seeing a profound shift – the convergence of physical and digital customer interactions – which is fundamentally changing how customers will interact and transact with brands and businesses everywhere. To better understand these dynamics, the IBV is conducting a Customer Experience (CX) study, published as a series, with multiple reports organized by topic.
Tags : digital interaction, experience design, interactive experience, cross functional collaboration, customer experience, integrated data
     IBM
By: Datastax     Published Date: Apr 04, 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.
Tags : datastax, competition, personalization, customer loyalty
     Datastax
By: Datastax     Published Date: Mar 06, 2018
Banks are at an inflection point. According to recent research by Viacom, 53% of consumers don’t think their bank offers anything different than other banks, 71% would rather go to the dentist than listen to what the banks are saying, and 1 in every 3 are open to switching banks in the next 90 days. This means banking institutions need to break through the competition to gain customer trust and loyalty. Building a 360-degree view of the customer can directly impact customer experience by helping banks grow customer retention and loyalty, upsell high-margin products, and provide compelling interactions.
Tags : 
     Datastax
By: Datastax     Published Date: Mar 06, 2018
This person clearly didn’t work in the financial sector and clearly didn’t use real-time data management technology to power innovative financial apps. When it comes to numbers - specifically, money numbers and customer interactions - you really don’t want to leave your data at the mercy of a legacy system that doesn’t let you mine your data for all the instant insights it can offer.
Tags : 
     Datastax
By: LogMeIn     Published Date: Feb 27, 2018
Customer service organizations are struggling to react to the pace of innovation and the explosion of channels and devices. To get ahead of these challenges, AD&D pros must deeply invest in automation — automated answers, automated conversations, automated agent guidance, and automated end-to-end processes. They must also invest in intelligence to ensure automated technologies evolve and learn from prior interactions over time. Automation and intelligence quell the headcount increases. They will free agents from working on low-value or repetitive tasks, as they will only have to address highly complex customer scenarios or exceptions to standard operations. This also enables them to focus on building connections with customers to garner their satisfaction and loyalty.
Tags : customer, service, operations, optimization
     LogMeIn
By: LogMeIn     Published Date: Feb 27, 2018
Bold360 empowers companies to reimagine their customer engagement and suppport across all digital channels and devices for highly personalized and intelligent interactions.
Tags : interfaces, customer, service, technology, agent
     LogMeIn
By: LogMeIn     Published Date: Feb 27, 2018
Whether you are a rapidly growing start-up, or a global company managing millions of interactions, Bold360 ai helps you deliver better customer experiences — no matter the problem, location or device. This simple and highly intelligent solution makes it easy to get started, and has the ability to grow as your interactions evolve.
Tags : engagement, bold360, customer experiences, company
     LogMeIn
By: Nexmo     Published Date: Nov 27, 2018
Companies have always been focused on the customer experience, but with the ever-changing landscape of how information is consumed, they have to react faster and provide more impactful interactions. Today's consumers expect businesses to communicate with them on the channels they prefer. This means messaging customers on the channels that provide straightforward and/or media-rich features. Savvy companies know that SMS is the messaging leader, but that MMS and other OTT channels, such as WhatsApp, Facebook Messenger, and Viber, provide a more engaging experience. They think about their overall messaging goals and as a big-picture concept. Join Sheri Atienza, Product Marketing Manager at Nexmo, in this webinar examining how messaging solutions can be the power behind your 2019 messaging strategy. You’ll learn how to customize your messages to both the audience and the medium, and how easy this can be with Nexmo.
Tags : 
     Nexmo
By: MindTouch     Published Date: Mar 08, 2019
Chatbots are hungry and knowledge management is the secret sauce. Chatbots are all the rage. They help customers find information and answers. They help contact centers automate tasks and create considerable efficiency gains. How, then, do organizations ensure their chatbots consistently deliver A+ experiences? The answer is knowledge management. Without the availability of rich, relevant content, chatbots have very little to work with during customer interactions. They won’t be able to accurately match user intent with the right information. And that’s no good for the customer. How knowledge management changes all that is the topic of our latest whitepaper.
Tags : 
     MindTouch
By: LogMeIn     Published Date: Jul 17, 2012
The way in which consumers communicate is evolving; they are rapidly adopting communities, web self-service and social media for both personal and business interactions. Customer support organizations must adapt their strategies in order to provide effective online tools to engage with the customer on the customer's terms.
Tags : logmein, white paper, technology, customer satisfaction, customer service, customer experience
     LogMeIn
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.
Tags : 
     Oracle OMC
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