"Every kind of online interaction—website visits, API calls to mobile apps, and others—is being attacked by bots. Whether it's fraud, scraping, spam, DDoS, espionage, shilling, or simply altering your SEO ranking, bots are wreaking havoc on websites as well as mobile and business applications.
But that’s not all: they’re also messing with your business intelligence (BI). They can skew audience metrics, customer journeys and even ad buys, making business decisions questionable and costly. According to Forrester, ad fraud alone was set to exceed $3.3 billion in 2018.
Not all bots are bad. In fact, your business depends on them. Search engine bots, for example, give your web presence visibility and authority online. Other good bots help you deliver better customer experiences—perhaps a chatbot provides instant customer assistance on your site. What’s important is enabling the good bots and blocking the bad ones."
In September, leading insurance professionals joined TIBCO for an exclusive and interactive roundtable dinner. During the course of the discussion, it became clear that while AI will significantly alter the customer journey, a lot still needs to be done in terms of both defining AI's capabilities as well as acknowledging where it best fits in an insurance business, how it will impact the workforce and reinvent the customer journey.
Published By: iAdvize
Published Date: Jul 25, 2019
iAdvize commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study to examine the potential ROI enterprises may realize by deploying a conversational CX throughout their customer journey.
Read this study to learn how to evaluate the potential financial impact of a conversational CX on your organization through the quality and scalability of the conversations you can achieve.
Everybody in marketing is chasing today’s consumers as they hop from channel to channel on their digitally empowered customer journeys. Some marketers are more successful than others. Brands with integrated omnichannel touchpoints can let customers start researching a product on their laptop, receive related advertising on social, ask questions on chat, make the purchase on their phone, and pick up the product at their nearest store.
Envision this situation at a growing bank. Its competitive landscape demands an agile
response to evolving customer needs. Fortunately, analytically minded professionals in
different divisions are seeing results that positively affect the bottom line.
• A data scientist in the business development team analyzes data to create customized
• experiences for premium customers.
• A digital marketer tracks and influences the customer journey for prospective
• mortgage customers.
• A risk analyst builds risk models for the bank’s loan portfolios.
• A data analyst examines data about local customers.
• A technical architect defines a new system to protect bank data from internal and
• external cyberthreats.
• An application developer builds a new mobile app for online customer portfolio
Between them, these employees might be using more than a dozen packages for
analytics and data management.
In this e-book, you’ll discover
1. How next-generation cloud technologies such
as customer journey mapping platforms and
advanced analytics are poised to transform the
2. The top operational and technical challenges
that next-generation cloud technologies tackle.
3. Examples of how companies can tap into
next-gen cloud technologies to elevate the
Published By: Genesys
Published Date: Dec 20, 2018
Artificial Intelligence (AI) is staggering in its speed of handling simple requests and automating conversations. But AI solutions are not enough for the best customer experiences. Human emotions sometimes demand the human touch that only live agents can provide.
Kate, Customer Experience AI by Genesys, combined with the power of human touch can improve customer experience, empower employees and dramatically reduce costs. This seamless combination of AI technology and humans, or “Blended AI by Genesys,” addresses the entire customer journey for the best possible outcomes.
Download the eBook and learn how Kate and Blended AI lets you:
• Personalize self-service
• Connect customer conversations
• Create smart agent experiences
Start small and deploy fast with MicroApps
Published By: Genesys
Published Date: Dec 20, 2018
If you are considering the right deployment model for your contact center, economic guidelines can help you choose the solution that is best for your company. Cloud, on-premises or hybrid.
Just a few years ago, businesses were still unsure of the viability of moving their contact centers and other critical enterprise systems to the cloud. Since then, with the decrease of cloud costs, and the corresponding increase in security and, the viability and total cost of ownership of cloud deployments are attracting more and more companies.
This eBook will cover how different criteria can affect a choice between a cloud or on-premises contact center, including:
• The size of your contact center, and business requirements such as customer journey management
• The location and quantity of contact centers being managed
• The need for scalability, speed of deployment, and maintenance requirements
Published By: MuleSoft
Published Date: Apr 15, 2019
eCommerce offers consumers new ways to interact with traditional retailers, resulting in changed consumer preferences – 63% of customers today would switch brands for a better connected experience, and 75% want personalized offers based on purchase history. Traditional retailers need to consider how to build a new digital retail platform strategy within their business models to engage with consumers and help maintain their competitive edge.
Read this whitepaper to learn:
A 4-step strategy for retailers to build a retail digital platform strategy with APIs.
The role APIs can play in optimizing consumer journey personalization and creating new revenue channels.
How a leading fast food company created a unified consumer experience by adopting a platform-based business model.
Forrester names Adobe as a Leader in customer analytics, according to the Forrester Wave: Customer Analytics Solutions, Q2 2018 report.
• We’re a Leader. But we won’t stop there. Adobe Analytics provides a superior product, executive vision, and strategy. We understand the needs of today’s marketers and customer insights professions, while staying ahead
of the curve on future analytics trends.
• Adobe Analytics fuels insight-driven customer experiences. Adobe has turned its mantra of “Make Experience Your Business” inward, by developing a marketer-friendly solution that doesn’t skimp on advanced analytical functionality.
• Adobe Analytics excels at real-time conversion of insights into action, superior usability, and AI-powered customer journey analytics.
• Adobe Analytics’ capabilities, such as Virtual Analyst, powered by Adobe Sensei, use artificial intelligence and machine learning to identify anomalies, contributing factors, and segment differences. What
An excellent CMS solution provides your business with the flexibility to grow into a broad experience delivery platform. It should enable your business to scale and add new capabilities as it grows, and easily integrate with other marketing technologies.
Why should the target audience care?
Customer expectations have increased. They now expect their in-store experiences to be continuous and consistent extensions of the online journey. And the online journey provides fast, dynamic, and interactive experiences. If your business is not well informed on what is needed from a content management solution, it may come up short on customer experience. A successful and growing business will choose a solution that helps them future-proof for emerging channels and effectively manage mature ones.
Navigate your business through the noise. Apply these questions and insights to your selection process and avoid the pitfalls of costly and rigid content management systems.
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 they’re most likely to buy gas, and how long they stay online while in the station’s café.
WHY SHOULD THE TARGET AUDIENCE CARE?
Business struggle to gain a holistic customer view — 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.
If you want your customers to enjoy seamless, personalized experiences, you need to treat them like people. That means marketing to the person — not the device. When you know a customer’s interests, wants, and needs — perhaps even before they do — you’ve 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
You cannot accurately predict what your customer will want next. Artificial intelligence can.
WHY SHOULD THE TARGET AUDIENCE CARE?
By 2020, businesses that use AI and related technologies like machine learning and deep learning to uncover new insights will take $1.2 trillion each year from competitors that don't. (Source: Forrester.)
At any moment, anywhere in the world, on any kind of device, a prospect or customer is raising her hand and saying, "I'm your best opportunity. Don't ignore me." She's telling you that by every action she's taken and every interaction you've had up to that point. You can consider each bit of data you've collected across her journey a meaningful expression of intent. And with that, you will know how to give her an experience that's above her expectations and beyond her imagination.
You need many different technologies in your marketing stack to manage personalization, but AI makes them all work together seamlessly.
This consumer based research was designed to support
Travel Brands globally by understanding critical shifts in
both “customer mindset and behaviors”.
Although this research is focused on Generation Z, we
designed our full research around all of the generations for
context: Boomer, Gen X, Millennials and Gen Z.
If you would like to hear more about consumer habits and
behaviors for what matters throughout the Travel
Customer Journey, please reach out, we’re here to help.
Published By: Marketo
Published Date: Sep 03, 2019
Across all industries, marketing increasingly plays a critical role in company growth. It is the marketer’s responsibility to help their organization retain, nurture, and increase their customer base—not an easy task. Having the right technology and skill set is essential to provide measurable ROI and deliver on the bottom line. Everything starts with the customer, and the tech needed to assist them on their buyer journey.
By harnessing a well-considered MarTech stack, marketers can bring order to the overwhelming volumes of data they collect from online and offline interactions with prospective and existing customers. Better yet, this technology enables you to make those insights actionable, meaning you can make informed decisions.
Download this ebook for eight practical steps your organization can take to put together a high-performance MarTech stack.
Published By: Marketo
Published Date: Sep 03, 2019
From a consumer perspective, the best brands are those that weave themselves into their customers’ lives—becoming a part of their identity. These brands are present all the time without obvious detection or being seen as a distraction. They don’t just show up to demand something—Buy Now! Start Today! Click Here!—but they don’t wait on the sidelines either. So what makes these brands so successful? Instead of being seen as overbearing, these brands are successful because they are listening and responding to customers' wants and needs. They effectively practice omni-channel marketing—marketing that seeks to provide a seamless customer experience, regardless of channel or device.
Download this ebook to learn about the benefits of an advanced omni-channel marketing strategy, including how to:
understand your customer journey
align your organizational structure to support your omni-channel strategy
coordinate your channels
choose the right tools
Add more value to your business
Independent Software Vendors (ISVs) are turning to the cloud to modernize their applications and get rid of their commercial database dependencies to improve application performance, lower total cost of ownership (TCO), and reach new customers. DB Best delivers the established processes and technology ISVs need to accelerate the modernization of applications still running on commercial databases to Amazon Aurora. This enables your customers to quickly get up-and-running on the cloud and drive greater business value through Amazon Web Services (AWS).
View the webinar to learn how DB Best and AWS enable you to accelerate every stage of your application modernization journey – from evaluating the right migration path for your application, to following a proven and repeatable database migration process, to driving growth and reaching more customers.
Modernize your applications quickly
Many organizations are finding their legacy technology to be inadequate due to its rigidity and high costs. In search of more flexible and cost-effective solutions, many are turning to the cloud. Most Independent Software Vendors (ISVs), however, still build their solutions on commercial databases that are expensive and time-consuming for their customers to deploy and maintain. This is a significant undertaking that can hinder adoption.
To address these challenges head on, ISVs can modernize their applications on Amazon Aurora, a database offering from AWS that combines the reliability and performance of commercial databases with the cost-effectiveness and flexibility of open source solutions. In this webinar, you will learn how Virtusa, an AWS Partner Network (APN) Premier Consulting Partner, can accelerate your application modernization journey and help you grow your business.
View the webin
Learn how a deep understanding of touchpoints - and the ways they drive customers closer to you (or farther away) - can improve acquisition, retention and loyalty, create better customer experiences, strengthen relationships and boost your bottom line. (Plus 5 steps for leveraging touchpoints to profit from better customer relationships.)
See how the landscape of customer experience is being altered forever, as touchpoints continue to drive shifts in distribution, feedback and marketing channel control. In this whitepaper, you'll learn how making your touchpoints stronger, faster and smarter today will mean increased profits and stronger market positions tomorrow. (Plus 7 specific steps any company can take to improve customer experience today.)
As a leading generic products pharmaceutical company, how Accord Healthcare manages the 5,000 customer orders it receives each month matters … a lot. This 10-page eBook takes you through Accord’s journey from the complexities of a manual environment to the streamlined and automated process it enjoys today, including impressive results such as:
• 190 hours of time saved each month for CSR teams
• Increased touchless rate of EDI orders by 7.6% in 2 months
• 100% visibility over EDI orders as PDFs in SAP ... and many more!
See what elevating EDI to the business level looks like (it looks good). Download Now.
Marketing as you know it will never be the same. There’s a fundamental shift in relationships between brands and customers—fueled by smartphones, social media, and today’s
always-on, always-connected mentality. Marketers have access
to more customer data (big data) than ever before. But the quantity of data only matters if you’re smart about using it—to power 1:1 customer journeys.
Digital transformation (DX) is a must for midsize firms (those with 100 to 999 employees) to thrive in the digital economy. DX enables firms to increase competitive advantage through initiatives such as automating business processes, creating greater operational efficiencies, building deeper customer relationships, and creating new revenue streams based on technology-enabled products and services. DX is a journey, and it starts with firms embracing an IT-centric vision that guides a data-driven, analytics-first strategy. The outcome of DX initiatives depends on the ability of a firm to efficiently leverage people (talent), process, platforms, and governance to meet the firm’s business objectives.
We believe people change organizations. So, we built Workplace by Facebook to empower them. Our mission is to unlock human potential by giving the world a place to work together. We do it by combining next-generation technology and easy-to use features to transform communications, culture, and workflows inside organizations of all shapes, sizes, and industries. Industries like retail.
In this playbook, we’ll explore the new consumer expectations shaping the future of retail in EMEA. You’ll discover why great brand experiences for your customers start with great work experiences for your employees.
Download this whitepaper now to learn more about the benefits of customer-centric collaboration tools like Workplace by Facebook.
Then you’ll be ready to take the next step on your digital transformation journey.