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omnichannel

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Published By: Zendesk     Published Date: May 21, 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: Akamai Technologies     Published Date: Apr 25, 2018
How Lowe’s, a Fortune 50 retailer, transformed into a omnichannel commercial success with digital performance management. In this case study, learn how Lowe’s transformed into a performance culture and delivered: Over USD$1 billion in eCommerce sales driven with growth in traffic and conversion Slashed average page load speed by half Correlated site performance with sales impact using predictive analytics Established data-driven decision making for increased customer focus and revenue
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lowes, omnichannel, foundation, akamai, digital, performance, management, ecommerce
    
Akamai Technologies
Published By: Akamai Technologies     Published Date: Apr 25, 2018
How Lowe’s, a Fortune 50 retailer, transformed into a omnichannel commercial success with digital performance management. In this case study, learn how Lowe’s transformed into a performance culture and delivered: Over USD$1 billion in eCommerce sales driven with growth in traffic and conversion Slashed average page load speed by half Correlated site performance with sales impact using predictive analytics Established data-driven decision making for increased customer focus and revenue
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lowes, omnichannel, foundation, akamai, digital, performance, management, ecommerce
    
Akamai Technologies
Published 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
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contactbabel, contact center, omnichannel, routing, customer experience
    
Genesys
Published 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
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contactbabel, contact center, omnichannel, routing, customer experience
    
Genesys
Published By: Genesys     Published Date: Feb 22, 2018
Is Your IT Team Ready to Enable Digital Transformation? Customers want fast access to information and immediate problem resolution on any device, from any location, at any time. It’s up to IT to build the foundation for this digital transformation—and increasingly, it’s cloud-based. Make sure your IT team is on track to deliver. An omnichannel contact center platform gives you a single, integrated view of the entire customer journey. And as a cloud-based solution, IT has the flexibility to deploy advanced features fast and cost-efficiently. Read this white paper from Frost & Sullivan for a pragmatic approach to: • Identify process changes and goals with lines of business • Benchmark your current infrastructure and technology gaps • Consider cloud omnichannel solutions for easier deployments and simple scalability
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frost & sullivan, customer engagement, contact center, omnichannel
    
Genesys
Published By: Genesys     Published Date: Feb 22, 2018
Customer expectations have changed. Self-service options on the channels of their choice are a given. And when self-service is not enough, they want live agents who can step up and make it a seamless transition. Take a new approach to customer engagement today—or your customers won’t be back tomorrow.
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frost & sullivan, contact center, omnichannel solution, customer engagement
    
Genesys
Published By: Genesys     Published Date: Feb 26, 2018
Historically, upgrading your contact center solution was a costly endeavor. The Genesys® PureCloud™ solution breaks the mold with a three-year 571% ROI and payback in less than three months.
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genesys purecloud, forrester, purecloud platform, omnichannel contact center solution
    
Genesys
Published By: Genesys     Published Date: Feb 26, 2018
PureCloud was designed to simplify the way you manage customer relationships. It’s powerfully simple, fast and intuitive. But you don’t have to take our word for it. Get a better look at the benefits and tools of Genesys PureCloud in a new report by Nucleus Research. For their study, Nucleus examined past and current customer experiences, breadth of functionality and results of use.
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nucleus research, genesys purecloud, genesys, omnichannel, customer experience
    
Genesys
Published 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
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digital customer service, contact center, digital channel, ebook
    
Genesys
Published By: Genesys     Published Date: Feb 27, 2018
PureCloud was designed to simplify the way you manage customer relationships. It’s powerfully simple, fast and intuitive. But you don’t have to take our word for it. Get a better look at the benefits and tools of Genesys PureCloud in a new report by Nucleus Research. For their study, Nucleus examined past and current customer experiences, breadth of functionality and results of use. From rapid cloud deployment to rolling software updates, PureCloud enables best-in-class customer experiences today and well into the future. Read the full report to learn more about: • PureCloud tools like automated omnichannel routing, social channel management, outbound dialing, integration with other software and analytics and reporting. • Benefits of the platform such as lower costs, increased flexibility, improved time to value, and better workforce optimization. • Current customer success stories and the future of PureCloud.
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nucleus research, genesys purecloud, genesys, omnichannel, customer experience
    
Genesys
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: KPMG     Published Date: May 08, 2018
Many retailers have responded with a largely outdated omnichannel approach, focusing on integrating the physical and digital channels they use to interact with customers, when the problem is actually inside the business. Today's customers will remain loyal only if a brand offers them transparency and superior quality products while actively engaging with them to build a relationship they value. Meeting those needs has nothing to do with offering another physical, digital, or mobile channel and everything to do with running the business in a way that is customer-first and customer-centric.
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KPMG
Published By: Jebbit     Published Date: Jun 12, 2018
In the retail and eCommerce world, data can be your differentiator...or your downfall. To stand out, marketers are increasingly turning to first-party declared data to fuel their strategies. Learn how retailers are using mobile attention to collect and activate declared data for: Qualified lead acquisition and direct response Relevant remarketing with custom audiences and retargeting 1-to-1 email personalization Audience building and profiling
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data, jebbit, remarketing, audiences, omnichannel
    
Jebbit
Published By: Jebbit     Published Date: Jun 12, 2018
As marketers, we use data at every level, from determining Facebook targeting to timing a major product launch. But how often do we take a look under the hood at the quality and usefulness of our data? In this playbook, we’ll cover the strengths and weaknesses of third-party, second-party, and first-party data and where declared data fits into the current data landscape. You’ll learn plays for activating declared data for: Qualified lead generation 1-to-1 email personalization Custom audiences and personalized retargeting Audience building and profiling In this section, we’ll cover the definitions, sources, and strengths and weaknesses of third-, second-, and first-party data.
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data, jebbit, remarketing, audiences, omnichannel
    
Jebbit
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: Genesys     Published Date: Jun 07, 2017
Although today’s customers interact with your brand through a variety of channels, they want one thing from you: a consistent experience. Savvy customers expect that you will meet them where they are, when they need you, and with the highest quality, informed service.
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genesys, omnicannel, contact center, customer experience, customer experience management, cross-channel customer service
    
Genesys
Published By: Cisco     Published Date: Feb 12, 2016
Contact center infrastructure vendors continue to expand their solution offerings to include broader feature sets, including omnichannel routing, and alternative delivery models. Companies should evaluate vendors' technology and ability to deliver in relevant regions.
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gardner magic quadrant, cisco, contact center, omnichannel routing, best practices, cloud computing, business analytics, business process automation, data center
    
Cisco
Published By: SAS     Published Date: Jan 17, 2018
This RSR custom research report explores the impact of omnichannel methods on merchandising, marketing and the supply chain; specifically, what analytical capabilities address the challenges that omnichannel selling and fulfillment pose for retailers. Consumers today routinely begin their shopping journeys online, but complete their purchases in nearby stores, in their “home” stores or delivered directly to their doors. Retail analytics enables organizations to capture data from their customers' journeys. Retailers that successfully deliver relevant omnichannel experiences while gaining a more sophisticated understanding of demand (where and how it is initiated) will enhance their brands’ value and create compelling and profitable customer relationships.
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SAS
Published By: Genesys     Published Date: Nov 15, 2017
Choosing the right technology to design and orchestrate customer engagement across all digital channels and voice is key to delivering on customer expectations for effortless omnichannel experiences.
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customer experience, customer engagement, omnihannel, customer experience platform, customer journey
    
Genesys
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: Genesys     Published Date: Jun 13, 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
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routing, customer experience, transitions, self-service
    
Genesys
Published By: Adobe     Published Date: Aug 30, 2017
According to a recent study, “76 percent of marketers said marketing had changed more in the last two years than in the previous fifty.”1 From apps like Uber and Airbnb that reengineer entire markets to mobile, omnichannel commerce, virtual reality, and the Internet of Things, marketing is being built anew.
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Adobe
Published By: Adobe     Published Date: Sep 12, 2017
Read Forrester's inaugural Wave for Omnichannel Demand-Side Platforms to learn why Adobe is a leader. Adobe Advertising Cloud received top scores in product strategy and digital ecosystem footprint, and achieved the highest scores in 14 criteria.
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Adobe
Published By: Adobe     Published Date: Mar 26, 2018
In our 36-criteria evaluation of omnichannel demand-side platform (DSP) providers, we identified the 11 most significant ones — Adform, Adobe, AOL, AppNexus, DataXu, Google, MediaMath, Rocket Fuel, The Trade Desk, Turn, and Viant — and researched, analyzed, and scored them. This report shows how each provider measures up and helps marketing professionals make the right choice.
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Adobe
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