experience management

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Published By: Intouch Insight     Published Date: May 15, 2018
From "actionable insights" to "voice of the employee (VOE)", there are many buzzwords related to customer experience management. This handy 3-page guide will help you decode all of the industry buzzwords. Inside you'll find: • Age of the Customer • CX Action Campaigns • Data Mining • Double-Barreled Question • Key Driver Analysis • Net Promoter Score • Omnichannel • Many more!
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Intouch Insight
Published By: Jelecos     Published Date: Aug 02, 2018
We work with our clients on a foundation of steps to make your Windows workload migration of Windows Servers, SQL, .Net applications and Sharepoint to AWS smooth and successful. Relying on an experienced partner means that you can have confidence to get started with AWS, and Management and Optimization to help your business thrive.
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Jelecos
Published By: BetterUp     Published Date: Aug 14, 2018
Workday has grown at a rapid pace since the company’s inception. Though this growth was indicative of the company’s success, it had an unintended side effect. Workday faced the same challenge experienced by nearly every high growth company: a tension between growth and culture. The company needed a way to bring all of its employees into its values system quickly, and ensure that people leaders were truly growing and leading in alignment with Workday’s culture. The company also needed a way to help people leaders newer to management learn and on-ramp quickly, in alignment with the speed of the business. One of the steps Workday took to protect and nurture its special culture was reaching out to BetterUp to try out its leadership coaching. In partnership with Workday, BetterUp introduced an initial pilot program focused on people managers, with the goal of helping Workday support and grow its people leaders in the future.
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BetterUp
Published By: FICO EMEA     Published Date: May 21, 2019
Fintechs and challenger banks have put a dent in the financial services universe. By developing compelling new products, services and experiences, these companies have set a new standard and raised customers expectations. While traditional banks work to meet these raised expectations, the challenge for new market entrants is turning their beachheads into sustainable, profitable businesses. FICO facilitates this transformation with a set of industry-leading fraud management capabilities.
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fitech, fraud, compliance, challenger banks, banking, financial services
    
FICO EMEA
Published By: FICO EMEA     Published Date: May 31, 2019
: FICO commissioned an independent research study by TM Forum to look at how global telecommunication providers are using (and plan to use) machine learning and advanced analytics to improve the customer experience in credit risk and beyond. This in-depth report includes key insights from a global survey as well as executive interviews with leading communication service providers such as Telstra, Vodafone, Sky, Globe Telecom, and BT on their vision for leveraging artificial intelligence to stop fraud, better engage customers across channels, improve risk management, and drive collection results. Read this report to understand: o What CSPs see as the biggest drivers for deploying advanced analytics over the next two years o How and where BT, Globe Telecom, Vodafone UK, Sky and Telstra are using analytics, from marketing through origination o The opportunities and pitfalls around financing devices as opposed to or in addition to subsidising them o The scope for analytics to improve c
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csp, advanced analytics, telco, improve credit risk, reduce fraud loss
    
FICO EMEA
Published By: Genesys     Published Date: Dec 20, 2018
Companies across the world are innovating with artificial intelligence (AI) to improve customer experience and forge deeper relationships with customers. Through surveys and interviews with 599 executives, from large and mid-sized companies across the globe, this MIT report reveals that most customer-centric firms have already deployed AI extensively in their customer-facing operations and customer experience management processes. Get the global report and regional spotlights on North America, Latin America, Europe and Asia to access complete results. Key insights include: • Nearly 90% of respondents report measurable improvements in the speed of complaint resolution; 80% note enhanced call volume processing using AI • 80% of respondents report measurable improvements in customer satisfaction, service delivery and contact center performance • In North America, 60% of the respondents believe they will deliver a 10% or more increase in customer lifetime value in the next year • Europe
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Genesys
Published By: Gleanster Research     Published Date: Aug 30, 2013
According to Gleanster Research, 83% of Top Performing organizations rank the online customer experience as a top 2 source of competitive advantage in 2013. This research study explores success strategies for Web Content Management and Marketing Automation Integration.
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Gleanster Research
Published By: Gleanster Research     Published Date: Aug 30, 2013
Top Performers are early adopters of technologies that allow marketers to remove dependencies from third-party resources (such as IT) to impact the customer experience online – and it’s paying off. Today, technologies like web content management (WCM) and marketing automation are giving marketers control over the customer experience and real-time behavior-driven engagement.
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Gleanster Research
Published By: MuleSoft     Published Date: Jun 27, 2019
Banks of all sizes, from multinational firms to regional credit unions, face unparalleled pressure to digitally transform in the face of evolving customer expectations. Learn how a top 10 bank partnered with MuleSoft to address these pressures by developing an application network to rapidly modernize legacy systems, digitally transform mortgage lending, and accelerate Salesforce implementation. Read this whitepaper to learn: How banks can leverage APIs to accelerate integration between core banking systems, legacy applications, and modern SaaS endpoints. The step-by-step approach a top 10 bank took to build a Center for Enablement (C4E) and transform their SDLC to accelerate application development. How the bank created unified customer experiences across different product lines, from mortgages to wealth management, across in-person, and digital engagement channels.
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MuleSoft
Published By: Dell Software     Published Date: Oct 23, 2012
Join Greg Shields of Concentrated Technology and Robert Crosley of Dell as they discuss some of the new approaches in integrating best-in-class user environment management solutions with whatever you already use to collect inventory.
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user environment management, user-experience, inventory management, desktop management
    
Dell Software
Published By: Verint     Published Date: Jan 16, 2013
Your customers have a big voice, and they're using it all the time. Verint helps you put the voice of the customer to work for you, resulting in an experience that your customers will never forget.
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customer experience, customer experience management, customer engagement, verint, vovici, customer service
    
Verint
Published By: SECNAP Network Security Corporation     Published Date: Oct 07, 2008
Politics, Religion and Economics exert enormous influence on decision-making and the integrity of IT programs—and often result in sub-par decisions that open the door to malicious intrusion or attack.  Michael Scheidell and his talented technical team know how difficult it can be to create positive change in an organization, even when obvious vulnerabilities exist.  When it comes to navigating the executive suite and undocumented layers of the OSI model, the staff at SECNAP® Network Security have the experience to assist IT management in developing effective strategies to successfully drive security improvements.   Download This Paper Now…
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secnap, network security, data security, compliance, osi, malware, antispam, anti-spam, cybercrime, security, data protection, database security
    
SECNAP Network Security Corporation
Published By: Marketo     Published Date: Jun 08, 2017
Read this complimentary copy of the SiriusView: Marketing Automation Platforms 2017 and learn more about Marketo’s key differentiators including its native multi-channel experience, live event management, and content recommendation functionalities. Marketo's powerful marketing automation capabilities and seamless CRM integrations are complemented by our LaunchPoint ecosystem featuring over 500 technology and service providers that offer best-of-breed solutions for today’s marketers. The full report includes: Market evaluation and analysis of 9 marketing automation platform vendors Insights for selecting a vendor based on your organization's requirements Opportunities and challenges faced when deploying marketing automation platforms
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automation, security process, virtualization, standardization, configuration management, it automation, circle it
    
Marketo
Published By: Genesys     Published Date: Aug 13, 2009
Your company likely has a contact center that efficiently and effectively handles customer interactions via telephone calls as well as through channels such as text chat, SMS, and e-mail. Yet are you aware that the contact center handles just a fraction of the activities that impact the customer experience throughout your business?
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genesys, conferencing, text chat, sms, e-mail, email, customer experience, contact center, voip, service delivery optimization, lob, line-of-business, sla, service level agreement, backlog, websphere, backlog, workload distribution, iwd, customer interaction management
    
Genesys
Published By: Jive Software     Published Date: Feb 24, 2014
This IDC study addresses the management challenges and subsequent best practice outcomes that can be achieved through the integration of existing enterprise social network tools with other networks or enterprise applications.
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jive, idc, social business, social software, integration, enterprise social network, esn, unified communications, productivity, social networks, innovation management, socialytics, customer experience, social sales, social talent management, customer interaction service, customer service, collaboration, customer experience management
    
Jive Software
Published By: HP     Published Date: Nov 27, 2012
Download this white paper to learn how you can deliver a consistent worker experience and enable fast adoption and easy management with Lync.
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unified communications, unified collaboration, collaboration, microsoft lync, telecom
    
HP
Published By: BMC Software     Published Date: Mar 17, 2014
Your people and business can do amazing things when technology runs at its best. The new ITSM experience helps organizations achieve greatness in today’s mobile, social and user-centric reality. Discover a better way for users to access service and support anywhere, anytime. Explore enhanced productivity for IT staff, and seamless integration across IT operation management systems. Download now.
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bmc, itsm solutions, changing business, cloud, cios, software, it organizations, saas, mobile, social, on demand solutions, networking, it management, data management, data center
    
BMC Software
Published By: EPiServer Inc.     Published Date: Sep 16, 2013
E-commerce is everywhere. More people are shopping for a greater variety of products than ever before. And while some countries are ahead, in all developed economies it is a matter of when, not if, e-commerce will become a significant revenue stream for every retail business. In this guide, we'll look at seven lessons today's retailers should learn if they are to gain maximum benefits from their e-commerce operations. Together, these lessons can help take your e-commerce operation forward enabling you to capture more sales, more often.
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e-commerce solutions, customer experience management, e-commerce strategy, e-commerce success, social e-commerce, mobile e-commerce
    
EPiServer Inc.
Published By: Oracle Service Cloud     Published Date: Mar 23, 2016
The Internet of Things (IoT) is connecting our world in ways that were unimaginable 10 years ago—collecting data on everything we do and using it to streamline our daily activities. In doing so, IoT is changing the way that consumers think about service. Service organizations must be prepared to support these new customer expectations to ensure continued satisfaction to strengthen and foster loyalty. Additionally, IoT is making its way into the enterprise, especially among organizations in industries like utilities, oil and gas, medical devices, manufacturing and telecommunications. Connected devices enable more efficient processes for maintenance and repair by constantly providing information on machines’ performance, environmental conditions, and possible failures. For example, a connected washing machine in a customer’s home could automatically send out an error report to the manufacturer when it experiences a failure. This is where field service management comes in.
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oracle, service cloud, service management, customer interaction, internet of things, application integration, best practices, business activity monitoring, business analytics, business intelligence, business management, call center software, customer interaction service
    
Oracle Service Cloud
Published By: Interactive Intelligence     Published Date: Jan 17, 2014
Learn the performance “metrics that matter” for the contemporary contact center, as the definition of efficient customer service evolves.
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contact center, strategic planning, budgeting tools, customer experience, big data, budgeting tools, workforce management, data solution, planning solutions, business process automation, business process management, call center management, call center software
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Apr 23, 2014
Customer Experience (CX) and Net Promoter Score (NPS) are two of the benchmark measurements companies now use to gauge customer satisfaction. And to understand how budgetary decisions impact CX and NPS outcomes, companies are turning to advanced contact center technology for strategic planning and big data. But business requirements to manage these outcomes successfully must incorporate back-office operations as well as the contact center. Read why.
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contact center, contact center strategy, customer experience, optimization, strategic planning, budgeting tools, workforce management solutions, call center, contact communications, big data, business analytics, it management, business process automation, call center management, call center software, customer service, collaboration, customer experience management, telecom
    
Interactive Intelligence
Published By: IBM     Published Date: Nov 13, 2008
Telecommunications services are becoming more and more complex. They now run over virtual network paths, less constrained by individual pieces of hardware. Get this white paper and see how service quality management solutions from IBM can improve the customer experience.Learn how telecomm providers can deliver optimal service quality
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ibm, sla, voip, virtual private network, blackberry, tivoli, tivoli, ibm, ibm mbi, service quality, telecommunications, management solutions, customer experience, dashboards, sla, netcool, service level agreement, key quality indicators, kqis, ip-tv
    
IBM
Published By: IBM     Published Date: Aug 10, 2009
Digital Media convergence, Web 2.0 and social networking's growing influence are forcing Telecommunications companies to transform their service offerings. Watch this webcast to learn about IBM's asset-based telecommunications solutions that solve our clients most important challenges.
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web 2.0, social networking, telecommunications, digital media, collaboration, ibm, empowering people, spde, cem, customer experience management, blogs, wikis, user profiles, tagging, feeds, mobile services, lotus, wireless, enterprise applications, mobile computing
    
IBM
Published By: IBM     Published Date: Aug 10, 2009
This whitepaper captures the lessons learned from various Project Liberate engagements worldwide and presents best practices from these case studies as well as advice on negotiating strategies. The information is based on publicly available data sources (which are subject to change as offerings change), customer feedback, and IBM’s own experience in dealing with these offerings. Learn more today!
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ibm, wibm, consulting engagement, customer experience, microsoft enterprise agreement, microsoft enterprise agreements, cal, core client access license, sms, moss, configuration management, mui, product deployment, epp, employee purchase program, epp, hup, enterprise applications, customer relationship management, customer satisfaction
    
IBM
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