omni channel customer

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Published By: Genesys APAC     Published Date: Jun 14, 2020
Centres are no longer “call centres.” They are “contact centres” operating in an omnichannel world. They must handle a growing array of contacts that go well beyond phone calls to include email, chat, text/SMS, social media and more. They need robust performance management capabilities that ensure a great customer experience and employee engagement. And they must move fast — with agility at the micro level for handling each contact and at the macro level to respond to new business needs and market trends. Contact centres must look at different customer service technologies that enable them to go far — fast — building applications that leverage APIs or extending solutions in a variety of ways through integrations and application marketplaces. Download this white paper to learn: How to overcome the legacy of “build vs. buy” Advantages and disadvantages of each approach Specific use cases for each option
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Genesys APAC
Published By: Genesys APAC     Published Date: Jun 15, 2020
In a survey conducted by Accenture, 66% of people said they quit doing business with a company because of a negative experience. Customer service is a key competitive differentiator. No business can afford to deliver anything less than an exceptional customer experience (CX). Stuck with a legacy ACD, PBX or telephony call centre? Fortunately, there’s a clear-cut solution. Here are four tips to help you transform your call centre into a next-generation omnichannel engagement centre: Assessing your current situation Determining the business benefits Selecting a deployment approach Updating your customer engagement environment
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Genesys APAC
Published By: Genesys APAC     Published Date: Jun 15, 2020
It’s time for a smarter contact centre solution that supports an omnichannel experience, spans your entire customer journey and harnesses the power of your data. Move beyond the limitations of queue-based routing and eliminate obstacles that hinder your customers and employees. Take the first step in finding the right contact centre solution with 10 key capabilities, including: The best desktop environment for agents to manage conversations across channels Workforce management software that provides the right mix of information, support and workforce optimisation tools to meet customer expectations Predictive performance that continuously improves business results by directing customer interactions to resources that are predicted to deliver the best outcome
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Genesys APAC
Published By: Bringg EMEA     Published Date: Mar 04, 2020
"Find out why Amazon’s massive one-day delivery investment creates a new opportunity for retailers and how to leverage this tactic to thrive in today’s competitive market. In this special report, gain insights into Amazon’s one-day delivery strategy, the logistics investments for success and its profound implications for both retail and logistics leaders, as well as the unique opportunity it presents. Retailers can use this report to learn: -The proven impact of free one day delivery on customer behavior -How omnichannel retailers can narrow the gap with Amazon by improving delivery speed and customer experience -What supply chain networks and technologies are helping brands scale for this new reality Download the report now >"
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Bringg EMEA
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: IFS     Published Date: Jan 18, 2019
To ensure loyalty and win new customers, leading brands are focusing on the quality of their customer care to stay ahead. This eBook will explain how you can: -Upgrade your support centers to deliver omni-channel customer care. -Introduce self-service and AI without sacrificing the human touch. -Deploy technology to empower support agents to go beyond transactional service and deliver personalized, proactive service. This eBook looks at the barriers which prevent companies delivering omni-channel service and then examines the process and technology changes required to overcome them.
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IFS
Published By: HERE Technologies     Published Date: Nov 20, 2019
As retailers seek to improve the consumer journey both online and in-store, they are migrating from omnichannel marketing to a harmonized retail experience that orchestrates digital and physical channels to work in sync. Many retail brands are realizing that such harmony has now become essential to building loyalty and winning new consumers. Understanding the journey between where consumers live, where they work, where they play and where they shop provides a better overall awareness of the most relevant and dominant trends in consumer behavior. Retailers anticipating this behavior have many opportunities to optimize and enhance their: • targeted ads • hyper-personalized promotions • location-aware ordering capabilities • curbside pickup preferences • last-mile delivery visibility for customers Discover, via real-world examples, the myriad of ways real-time location data is being leveraged by retailers like Amazon, Walmart, Target and others to create hyper-personalized consume
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HERE Technologies
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: 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: The Economist Group     Published Date: Aug 22, 2019
In a digital world, customers expect banks to connect all the dots and deliver omnichannel experiences that are seamless, personalized, and yes, delightful. Whether your customers visit branch locations or engage on mobile apps, it’s essential that at the enterprise level, you're able to understand and anticipate their needs. Understanding your data is key to this kind of responsiveness. When you’re able to harness data and segment customers in new and exciting ways, target the right markets, and offer relevant products at the right time you can drive new opportunities, generate new revenue streams, and increase the value of every customer. To find out more download this whitepaper today.
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The Economist Group
Published By: Zendesk Ltd     Published Date: Sep 11, 2018
Even if companies understand that an omnichannel approach performs better in terms of operational metrics and meeting customer expectations, there’s still the question of how to do it. How should companies go about adopting an omnichannel support solution?
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Zendesk Ltd
Published By: Zendesk Ltd     Published Date: Sep 11, 2018
As companies increasingly look to provide a better experience for customers, offering support across multiple channels is becoming more popular than ever. According to the Aberdeen Group, companies doubled the number of channels they use to interact with customers between 2012 and 2017. But there’s a difference between providing support on a few channels and delivering a truly integrated omnichannel solution. Using the Zendesk Benchmark, our crowd-sourced index of customer service interactions from 45,000 participating organizations across 140 countries, we examined why companies are going omnichannel and what sets the companies using Zendesk for omnichannel support apart from everyone else.
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Zendesk Ltd
Published By: Pega     Published Date: Apr 04, 2016
It is no secret banks are losing customers, and fast. A recent Finextra/Pegasystems survey pegs that 78% of banks have lost business in the last 12 months. The question is “Why?”. It all comes down to engaging with customers before, during and even after the sales process. Nearly all banks are struggling with the impact of client due diligence and KYC (know your customer) regulation on their onboarding processes, and are painfully aware that lack of speed, process visibility and repeat data requests are frustrating their corporate customers. The same holds true for service, where corporates are crying out for improvement, as well as omni-channel access and quick turnaround of service requests and inquiries. To stop the sales decline, banks need to begin doing all these things well. They will then be more competitive in the market as well as retain and win new business. Download this research study and gain a better understanding of how banks can better meet the needs of their customers
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Pega
Published By: SAP     Published Date: Sep 19, 2017
Everything is changing in retail. Stores are becoming an omni channel experience; fulfilment and service centers and smart showrooms are enabling endless-aisle commerce. eCommerce and mobile customer experiences are changing retail, as retailers are now entering the third generation of ecommerce, in which IDC identifies eight core capabilities at the heart of the transformation of key operating models. Omni-channel fulfilment practices and new merchandise planning archetypes are emerging to drive profit, and retail technology is fundamentally changing, as digital transformations take shape in the industry. Websites, smartphones, the Internet of Things (IoT), and wearables change customers and their journeys, while 3D printing changes value chains and products, while IoT changes products, stores, and logistics, and artificial intelligence (AI), probably the most pervasive agent of change, will underpin new levels of customer individualization and workforce efficiencies.
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business models, innovation, omni channel, ecommerce, commerce platform, retail
    
SAP
Published By: SAP     Published Date: Sep 28, 2017
Everything is changing in retail. Stores are becoming an omni channel experience; fulfilment and service centers and smart showrooms are enabling endless-aisle commerce. eCommerce and mobile customer experiences are changing retail, as retailers are now entering the third generation of ecommerce, in which IDC identifies eight core capabilities at the heart of the transformation of key operating models. Omni-channel fulfilment practices and new merchandise planning archetypes are emerging to drive profit, and retail technology is fundamentally changing, as digital transformations take shape in the industry. Websites, smartphones, the Internet of Things (IoT), and wearables change customers and their journeys, while 3D printing changes value chains and products, while IoT changes products, stores, and logistics, and artificial intelligence (AI), probably the most pervasive agent of change, will underpin new levels of customer individualization and workforce efficiencies.
Tags : 
business models, innovation, omni channel, ecommerce, commerce platform, retail
    
SAP
Published By: SAP     Published Date: Sep 28, 2017
Everything is changing in retail. Stores are becoming an omni channel experience; fulfilment and service centers and smart showrooms are enabling endless-aisle commerce. eCommerce and mobile customer experiences are changing retail, as retailers are now entering the third generation of ecommerce, in which IDC identifies eight core capabilities at the heart of the transformation of key operating models. Omni-channel fulfilment practices and new merchandise planning archetypes are emerging to drive profit, and retail technology is fundamentally changing, as digital transformations take shape in the industry.
Tags : 
business models, innovation, omni channel, ecommerce, commerce platform, retail
    
SAP
Published By: SugarCRM     Published Date: Feb 04, 2016
SugarCRM has leveraged IBM and other strategic partnerships to broaden its omnichannel appeal to enterprises, making Sugar a strong alternative to Salesforce.com, Microsoft, Oracle and SAP. Learn how SugarCRM's four-pillar strategy enables businesses to create extraordinary customer experiences.
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sugarcrm, ecosystem, ibm, strategic partnerships, omnichannel capabilities, salesforce.com, customer experience
    
SugarCRM
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
Tags : 
lowes, omnichannel, foundation, akamai, digital, performance, management, ecommerce
    
Akamai Technologies
Published By: Pega     Published Date: May 24, 2016
It is no secret banks are losing customers, and fast. A recent Finextra/Pegasystems survey pegs that 78% of banks have lost business in the last 12 months. The question is “Why?”. It all comes down to engaging with customers before, during and even after the sales process. Nearly all banks are struggling with the impact of client due diligence and KYC (know your customer) regulation on their onboarding processes, and are painfully aware that lack of speed, process visibility and repeat data requests are frustrating their corporate customers. The same holds true for service, where corporates are crying out for improvement, as well as omni-channel access and quick turnaround of service requests and inquiries. To stop the sales decline, banks need to begin doing all these things well. They will then be more competitive in the market as well as retain and win new business. Download this research study and gain a better understanding of how banks can better meet the needs of their customers
Tags : 
    
Pega
Published By: Zendesk     Published Date: Aug 26, 2016
This white paper provides insight into how to perform a customer service audit to determine what needs to change in an organization.
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Zendesk
Published By: Emarsys - APAC     Published Date: Jun 12, 2019
Omnichannel isn’t just another buzzword you can ignore. In fact, today’s most successful marketing strategies all take an omnichannel track that puts customers at the center of a diverse network of interactions and engagements. In this white paper, you’ll learn: • How email can serve as the foundation of your omnichannel strategy • How Artificial intelligence marketing (AIM) can make it possible to not only achieve true 1:1 personalization, but also scale it • How to apply a step-by-step roadmap to your brand’s pursuit of omnichannel excellence
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Emarsys - APAC
Published By: Kustomer     Published Date: Aug 27, 2019
The modern-day customer expects their needs to be met immediately, no matter the channel. Drive meaningful customer relationships, increase revenue streams and improve operational performance, with omnichannel support.
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customer service, customer support, customer experience, customer service software, “conversational commerce, omnichannel support, omnichannel customer service, omnichannel customer support, omnichannel customer experience
    
Kustomer
Published By: Adobe     Published Date: Aug 04, 2015
This report introduces Forrester's vision of mobile marketing for marketing leaders and provides specific strategic recommendations for brands dealing with demanding mobile customers.
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brand tactics, branding, consumer mobility, customer experience management, digital marketing, emerging methods, marketing methods, mobile apps, mobile marketing, mobile web, omnichannel customer experience, mobility
    
Adobe
Published By: Akamai Technologies     Published Date: Apr 13, 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
Tags : 
lowes, omnichannel, foundation, akamai, digital, performance, management, ecommerce
    
Akamai Technologies
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