multichannel customer experience

Results 1 - 25 of 25Sort Results By: Published Date | Title | Company Name
Published By: ttec     Published Date: Jul 24, 2019
Omnichannel is one of those words everyone uses, but few use correctly. Itís not another word for multichannel. Itís a different state of existence. In our experience, multichannel is the ability to interact with customers across many different channels, but not necessarily in a cohesive fashion. As new channels become available, they are ďbolted onĒ to existing customer experience infrastructure such as CRM or customer support systems. Too frequently, the management of these channels becomes siloed (web versus in-store sales, for example). The effect of this from the customer experience standpoint can be disjointed and jarring. For example, the resolution of an issue following a customer conversation with an associate in the contact center may not be reflected when the customer goes online or into a store. Yet the ability to offer multichannel service experience is table stakes for todayís business. If youíre not available in the channels where customers want you to be, you cease to b
Tags : 
    
ttec
Published By: Adobe     Published Date: Sep 23, 2019
Like the oxygen we breathe, journey analytics brings life to the customer behind those devices, over time getting to know their favorite pastry choice, when theyíre most likely to buy gas, and how long they stay online while in the stationís cafť. WHY SHOULD THE TARGET AUDIENCE CARE? Business struggle to gain a holistic customer view ó 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. SUPPORTING CONCEPTS If you want your customers to enjoy seamless, personalized experiences, you need to treat them like people. That means marketing to the person ó not the device. When you know a customerís interests, wants, and needs ó perhaps even before they do ó youíve succeeded at becoming a true experience business. For some, this may require a shift from analytics as a tool to analytics as a way of life. It may also m
Tags : 
    
Adobe
Published By: Adobe Systems, Inc.     Published Date: May 17, 2011
Building an online marketing strategy to drive campaign effectiveness and business success. This paper highlights the ingredients involved in a successful MCM strategy and introduces how the next-generation online marketing platform can help achieve your MCM goals.
Tags : 
adobe, multichannel customer engagement, online marketing strategy, mcm, multichannel marketing, campaign effectiveness, wcm, cmo
    
Adobe Systems, Inc.
Published By: Adobe     Published Date: Aug 22, 2013
Web Content Management is becoming the focal point for companies who wish to deliver a truly seamless multichannel customer experience. The strategic importance of WCM is increasingly referenced in analysts' reports such as Forrester, which stress the importance for companies to move beyond using a CMS as a means to simply manage content and strategically utilise it to create digital experiences. With that said, it is concerning that just 38% of this survey's respondents agree that their CMS facilitates a 'brand enhancing digital presence.' Download this report to learn more.
Tags : 
content management, customer experience management, web content management
    
Adobe
Published By: Adobe     Published Date: Nov 06, 2013
Download this briefing to learn more about web content management, an area that has become a focal point for companies who wish to delivery a seamless multichannel customer experience.
Tags : 
    
Adobe
Published By: Adobe     Published Date: Nov 07, 2013
One of the key objectives of Adobeís current advertising campaign is to explode the myth that Ďmanaging websites is hellí. We believe that in this day and age, the idea that website management is a nightmare should be a thing of the past.
Tags : 
adobe, econsultancy, trends and innovation, content management, customer experience management, driving engagement, brand-building, web content management
    
Adobe
Published By: Oracle     Published Date: Sep 30, 2019
Letís 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 doesnít 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 canít. In order to course correct the customer experience, marketers need: ē The ability to build a holistic customer view that incorporates preferences, behaviors, and personalization across multiple devices and channels ē A way to manage B2B and B2C CX at every touchpoint Can your technology do all this? Letís look into that.
Tags : 
    
Oracle
Published By: IBM     Published Date: Jul 29, 2016
Ordinary analytics tools canít keep up with todayís digital, multichannel and demanding customers. This guide highlights three major challenges associated with traditional analytics and how innovative strategies combined with IBMís Customer Experience Analytics solution can solve them.
Tags : 
ibm, commerce, data, insights, analytics, analytics tools, ibm customer experience analytics, knowledge management
    
IBM
Published By: Progress     Published Date: Jan 22, 2019
Your consumers are multichannel mavericks. With the right content management system, marketers can create meaningful, multi-channel journeys. Delivering a compelling, personalized customer journey across multiple digital touchpoints has never been more important. At the same time, itís also never been so complexómany organizations struggle to personalize their campaigns and build cohesive multichannel experiences that can engage prospects anytime, anywhere. With creativity and the right content management system at your side, you can create meaningful, multichannel journeys. Watch this webinar to learn more.
Tags : 
    
Progress
Published By: Epson     Published Date: May 14, 2018
Consumers worldwide continue to adopt and use technology in their shopping experience. Faced with rising customer expectations and increasing competitive pressures, retailers now are prioritizing in-store innovation. Many retailers have adopted multichannel implementations, in which mobile, web, and in-store shopping are enabled but not delivered consistently to the customer. The next step in this evolution is an omnichannel strategy, now being deployed by some retailers, which presents a consistent shopping experience across mobile, web, and in-store channels. Omnichannel also enables retailers to integrate back-end infrastructure technologies (e.g., servers, databases, etc.) and cloud-based services (e.g., loyalty programs, personalized recommendations, inventory management, etc.) to improve many aspects of store and enterprise operations. An omnichannel strategy relies on several core and supporting technologies. The key factors in evaluating any omnichannel-enabling solution includ
Tags : 
    
Epson
Published By: Interactive Intelligence     Published Date: Apr 23, 2014
Today, business process automation isnít just about efficiency, itís about operating a business for your customers. To ensure a positive customer experience, a process must trigger an automated action, and automation must then manage the experience across multiple channels, personalize the customerís interaction, and predict the best next actions. Read more, from Chris Thalassinos, Mahnaz Meshkati, and Frank Chiu of Communications Intelligence Group, and Brad Herrington of Interactive Intelligence.
Tags : 
interactive intelligence, business process automation, multichannel technology, customer experience, contact center, contact solution, it management, telecom
    
Interactive Intelligence
Published By: Oracle     Published Date: May 22, 2012
With the growing number of channels for consumers to connect with your products from store kiosks to mobile devices and social networks, it is increasingly important that they are experiencing the the same consistent brand experience regardless of the channels they choose. This whitepaper describes 3 customer experience features to help guide your decisions about technology, organizational structure, and internal process.
Tags : 
oracle, multichannel integration, marketing, customer experience
    
Oracle
Published By: Oracle     Published Date: Apr 22, 2014
Learn how different companies have integrated Cloud Web Self Service with the on-premise Siebel Contact Center to deliver a multichannel customer service experience.
Tags : 
cloud, cloud integration, cloud web self service, integration, siebel contact center
    
Oracle
Published By: IBM     Published Date: Jul 07, 2014
Forrester states that businesses today struggle to understand and leverage the tools necessary to create and manage unified, multichannel Digital Customer Experiences across multiple touchpoints including, web and mobile experiences for customer transactions and mobile applications. Read this report to understand how IBM's Digital Experience software is delivering solutions for the emerging Digital Customer Experience platform and integrating best-of-breed components into software offerings that manage multiple facets of the Digital Customer Experience.
Tags : 
ibm, forrester, digital, customer experience, platforms, integration, business technology
    
IBM
Published By: IBM     Published Date: Jul 22, 2016
Ordinary analytics tools canít keep up with todayís digital, multichannel and demanding customers. This guide highlights three major challenges associated with traditional analytics and how innovative strategies combined with IBMís Customer Experience Analytics solution can solve them.
Tags : 
ibm, commerce, customer analytics, customer insight, data insights, business opportunity, analytics, knowledge management
    
IBM
Published By: IBM     Published Date: Aug 17, 2016
Ordinary analytics tools canít keep up with todayís digital, multichannel and demanding customers. This guide highlights three major challenges associated with traditional analytics and how innovative strategies combined with IBMís Customer Experience Analytics solution can solve them.
Tags : 
ibm, customer experience, commerce, customer experience analytics, data insights, enterprise applications, business technology
    
IBM
Published By: IBM     Published Date: Oct 11, 2016
Ordinary analytics tools canít keep up with todayís digital, multichannel and demanding customers. This guide highlights three major challenges associated with traditional analytics and how innovative strategies combined with IBMís Customer Experience Analytics solution can solve them.
Tags : 
ibm, customer analytics, customer experience, analytics, data insight, knowledge management, enterprise applications, business technology
    
IBM
Published By: IBM     Published Date: Feb 01, 2017
Ordinary analytics tools canít keep up with todayís digital, multichannel and demanding customers. This guide highlights three major challenges associated with traditional analytics and how innovative strategies combined with IBMís Customer Experience Analytics solution can solve them.
Tags : 
ibm, commerce, customer analytics, customer insights, enterprise applications, business technology
    
IBM
Published By: IBM     Published Date: Oct 15, 2013
Using analytics and personalized marketing to increase revenue and customer loyalty
Tags : 
search engine marketing, multichannel retailers, data science, retail marketing, online channels, traditional channels, optimizing marketing efforts, high-value customers
    
IBM
Published By: Oracle     Published Date: Nov 13, 2013
In a volatile and hyper-competitive market, delivering exceptional multichannel customer service consistently is essential. But delivering world-class service on tight budgets and to even tighter deadlines is a tough challenge for even the largest organizations. Thatís why so many of the worldís most successful organizations choose to deliver customer service in the cloud. This eBook is a short introduction on how IT helps drive value for the business through cloud-based customer service solutions.
Tags : 
zenithoptimedia, oracle, customer service, the cloud, business benefits, it benefits, rightnow product focus, competitive market
    
Oracle
Published By: IBM     Published Date: Mar 13, 2014
Learn how your business can improve its customer service by providing a seamless multichannel experience across all channels.
Tags : 
ibm, ibm enterprise marketing management, emm, ebusiness, ecommerce, customer, customer experience, customer behavior
    
IBM
Published By: DocuSign     Published Date: Jul 12, 2019
Rising consumer expectations are shaping the future of insurance industry, and transforming the claims process is pivotal to improving the customer journey. As carriers vie to retain their clients and capture new ones, they are turning to digital technologies to streamline their claims proceduresóreducing their costs and better managing their risks along the way. We walk through how digital technologies can help insurers provide a convenient, multichannel and truly satisfying customer experience.
Tags : 
    
DocuSign
Published By: Oracle     Published Date: Nov 01, 2013
In a volatile and hyper-competitive market, delivering exceptional multichannel customer service consistently is essential. But delivering world-class service on tight budgets and to even tighter deadlines is a tough challenge for even the largest organizations. Thatís why so many of the worldís most successful organizations choose to deliver customer service in the cloud. This eBook is a short introduction on how IT helps drive value for the business through cloud-based customer service solutions.
Tags : 
zenithoptimedia, oracle, customer service, the cloud, business benefits, it benefits, rightnow product focus, competitive market
    
Oracle
Published By: Adobe     Published Date: Mar 11, 2013
In Forrester's 53-criteria evaluation of online testing platform vendors, we identified the seven most significant providers in the category and researched, analysed, and scored them.
Tags : 
online testing platforms, multichannel marketing, customer experience management, customer experience, digital marketing
    
Adobe
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, itís 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.
Tags : 
    
Oracle
Search      

Add Research

Get your company's research in the hands of targeted business professionals.