customer journey

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Published By: LogMeIn     Published Date: Apr 24, 2014
This Harvard Business Review provides valuable insights into the truth about the customer service experience.
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customer experience, customer journey, rescue, harvard, customer interaction
    
LogMeIn
Published By: CatapultWorks     Published Date: Apr 30, 2014
In a B2B era saturated with talk of hyper-informed customers self-navigating the fabled buyer’s journey using multiple interconnected channels and devices, one topic remains steadfastly critical: branding. Despite dazzling new cosmos of B2B marketing, branding more than ever is central to B2B sales.
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catapultworks, marketing, informed customers, branding, b2b marketing, b2b sales, buyer's journey, traditional marketing, sales
    
CatapultWorks
Published By: Gigya     Published Date: Jun 08, 2015
As channels fragment and consumer identities multiply, businesses are struggling to achieve a single customer view. This guide provides actionable strategies to achieve this “holy grail” to better understand your audience, build relevant experiences and grow customer relationships. Get tactics and examples to help you: Identify your customers across channels and devices Manage today's volume and variety of customer data Integrate and apply data across marketing campaigns Build more personalized customer journeys
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customer data management, single customer view, cross channel, marketing segmentation, sso, federation, registration as a service, social login, first-party data, integrations, identity compliance and security
    
Gigya
Published By: Turn     Published Date: Mar 09, 2016
From awareness to consideration to intent to conversion, marketers can now track campaigns at an extremely detailed level. Learn how to align the right programmatic tactics and metrics for each stage of the customer journey.
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programmatic, omnichannel, multichannel advertising, dsp, demand side platform, omnichannel campaigns, audience definition, campaign tactics, campaign strategy, awareness, conversion
    
Turn
Published By: Genesys     Published Date: Apr 07, 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. Read this eBook to learn how to: - Modernize your contact center infrastructure, increase workforce efficiency and deliver personalized customer experiences - Orchestrate omnichannel customer journeys with a single platform for all digital channels and voice - Evaluate the top five capabilities of a Customer Experience Platform
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genesys, contact center engagement, customer engagement, omnichannel experience, customer experience
    
Genesys
Published By: 8x8 Inc.     Published Date: Aug 15, 2017
This paper outlines the difficult challenges faced by all businesses in creating exceptional customer experiences. And discusses the value of a contact center that supports all channels, disaster recovery and data analytics. Contact Centers today must manage cultural change throughout the organization to truly meet customers’ expectations. Read on to learn best practices for taking the lead in creating customer journeys that engender loyalty, delivers satisfaction, and drives revenues.
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contact center, modern customer, customer engagement, customer experience, data analytics, disaster recovery
    
8x8 Inc.
Published By: Epson     Published Date: Jun 12, 2018
Competition is growing fierce for restaurants — and not all of it comes from other local dining establishments. With grocery stores and meal kit services offering additional convenient and affordable dining options for customers to choose from, and with many restaurants turning to faster and smarter automation methods to power their operations, now is the time for your restaurant to step up its game. Ultimately, what your restaurant needs to do is offer a complete experience for your guests. The only way to effectively do this is to understand the whole diner journey and how the decisions you make along the way affect it.
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Epson
Published By: BrickWork Software     Published Date: Oct 24, 2017
80% of store customers begin their journey to your store online. Retailers need to capitalize on the new digital-to-store customer journey. To identify and convert online shoppers who prefer to purchase in-store, you need to understand offline intent. In this guide, we answer these questions: ? What is offline intent? ? Why does it matter? ? What can brands and retailers do to capture it?
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BrickWork Software
Published By: BrickWork Software     Published Date: Oct 24, 2017
In the world of Amazon, the future of retail may seem uncertain. With a 57% decline in brick-and-mortar traffic over the last five years, increases in store closings, and a growing number of retail bankruptcies, today’s retailers face many challenges. The truth is that while you can’t beat Amazon, you can survive in the digital era — but you need a completely new strategy. In this e-book, you’ll learn: ? Why e-commerce alone can’t save you ? Why 80% of store customers start their journey to your store online ? How the modern customer journey changes everything ? Which customers you need to captivate ? How to leverage digital to drive in-store sales
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BrickWork Software
Published By: Intouch Insight     Published Date: Apr 23, 2018
Customer Experience (CX) has become a critical differentiator for companies. Consulting company Forrester has declared that we are in the “Age of the Customer,” and Gartner argues, “A superior customer experience is one of the few remaining means of sustainable competitive differentiation as the effects of globalization take their toll.” Despite its widely-recognized importance, CX continues to be a loosely-defined concept, with each organization seeming to have its own definition. Approaches to the discipline and the arrangement of CX teams and related roles vary widely from business to business, leading to some confusion within organizations trying to select a CX approach. Whether you are just starting your company’s CX journey or you are well on your way, this white paper will help you develop a thorough understanding of the discipline and the many ways organizations view and implement CX strategies, processes, and technologies. We’ll start by defining customer experience and its im
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Intouch Insight
Published By: Zoovu Limited     Published Date: Mar 20, 2019
Health and beauty products have always been personal and emotional purchases. More than in any other sector, consumers want products to reflect their individuality and expect them to be tailored to their ever-changing preferences, as well as their appearance and personal goals.
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customer engagement, digital engagement, guided selling, e-commerce, engagement economy, digital commerce, digital marketing, conversion, sales, growth, health, beauty, brands, customer experience, customer journey, conversion, engagement, product finder, machine learning, personalization
    
Zoovu Limited
Published By: Zoovu Limited     Published Date: Apr 12, 2019
Customer Engagement is a huge area of interest today, and a subject that countless marketers are talking about. One thing above all is clear: the Engagement Economy provides incredible opportunity for brands. Those organizations that are willing to provide value and put the customer first will rise above the rest. To conclude, we highlight some of the key areas you should focus on: Create an effortless experience —understand customers, and use this knowledge to deliver the right level of personalized service every time. Make it easy to engage —offer a range of ways for customers to contact your organization to provide flexibility and meet the demands of a diverse customer base. Go the extra mile —creating memorable experiences can pay off and be rewarded by brand champions telling friends and family, engaging on social media and writing positive reviews.
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customer engagement, digital engagement, guided selling, e-commerce, engagement economy, digital commerce, digital marketing, conversion, sales, growth, brands, customer experience, customer journey, conversion, engagement, machine learning, personalization, recommendation, conversational marketing, retail.
    
Zoovu Limited
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
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Genesys
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
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Genesys
Published By: Cisco     Published Date: Jan 08, 2016
Financial services customers are increasingly going digital, but human assistance continues to play a pivotal role — especially in the purchase journey — and many banks still only allow customers to get this assistance over the phone or in a branch. To improve the customer experience, increase the productivity of frontline experts, and increase sales, eBusiness and channel strategy executives should consider weaving human advisors and digital technologies together with video banking. Success will require more than just a simple video call. eBusiness and channel strategy executives need to ensure that video banking capabilities let prospects collaborate effectively with an expert when and where they choose and that experts are supported by the right processes, tools, and training.
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cisco, video banking, driving digital sales, improving customer experience, best practices, small business, finance
    
Cisco
Published By: MuleSoft     Published Date: Jul 13, 2018
"Omnichannel is becoming more than connecting system A to system B - but rather preparing for the future as new channels continue to arrive. By leveraging an API-led approach, organizations can develop more meaningful (and valuable) relationships with their customer and improve customer engagement—moving beyond transactions through multi-channel engagement. This whitepaper outlines why and how to develop an omnichannel strategy. Accenture and MuleSoft are uniquely positioned to help companies realize the revenue potential and capture the operational synergies of an omnichannel strategy. Read this whitepaper to discover: -How API-led connectivity leads to developing an omnichannel strategy -Case studies of Accenture and MuleSoft customers who achieved strong business outcomes with omnichannel -How to accelerate the omnichannel journey with an application network"
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MuleSoft
Published By: MuleSoft     Published Date: May 22, 2019
Today’s digital era places strain on traditional financial firms, including increased customer expectations, the threat of disintermediation by market entrants, strict regulatory requirements, and more. How do banks, who face operational silos and aging systems, keep up? The answer lies in building a digital platform with APIs. In this session, hear directly from seasoned technologists to learn about the approach, tools, and operating model they use to successfully adapt and lead in the marketplace. Discover how to get more out of your existing legacy and cloud infrastructure and, in turn, deliver a flexible architecture that can easily adapt as new technologies emerge. During this session, you will learn: Why industry disruptions and increased customer expectations demand a bank that transforms into a digital platform. How an API-led approach to integration can help financial firms transform into digital platforms. SunTrust’s journey with MuleSoft’s Anypoint Platform and Salesf
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MuleSoft
Published By: Marketo     Published Date: Mar 22, 2018
These days, growth-oriented, ambitious companies increasingly have the opportunity to gain the upper hand in the market because they are taking advantage of digital tools to maintain and even amplify their competitive edge. As prospective customers determine their own purchase journey, emerging enterprises must use digital tools to build personal relationships with them, win their business, and grow that business—and those relationships—over time. The cornerstone of building your digital competitive advantage is an engagement marketing platform—a marketing automation platform that includes all the applications and solutions you need to engage your prospects and customers at the right time, in the right place, and with a relevant and personal message. Download this ebook to learn five ways that you can use an engagement marketing platform to outsmart the competition—even those with a much bigger presence and budget.
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Marketo
Published By: Marketo     Published Date: Jun 04, 2018
These days, growth-oriented, ambitious companies increasingly have the opportunity to gain the upper hand in the market because they are taking advantage of digital tools to maintain and even amplify their competitive edge. As prospective customers determine their own purchase journey, emerging enterprises must use digital tools to build personal relationships with them, win their business, and grow that business—and those relationships—over time. The cornerstone of building your digital competitive advantage is an engagement marketing platform—a marketing automation platform that includes all the applications and solutions you need to engage your prospects and customers at the right time, in the right place, and with a relevant and personal message. Download this ebook to learn five ways that you can use an engagement marketing platform to outsmart the competition—even those with a much bigger presence and budget.
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Marketo
Published By: Marketo     Published Date: Feb 11, 2019
Lead generation has become an important strategy for modern marketers, as they strive to create demand and get their messages heard by increasingly sophisticated, multi-channel buyers. In today’s complex world, marketers should use lead generation to build brand awareness, nurture prospects and customers, qualify leads, and ultimately generate measurable revenue. In this comprehensive, 160 page guide, we cover topics ranging from content marketing and website SEO to telesales and content syndication — all through the lens of lead generation. Packed full of checklists, charts, and thought leadership from the leading experts in marketing today, TheDefinitive Guide to Lead Generation will teach you how to collect information from prospects across every channel, and deliver the highest quality leads to your sales team. ResizedImage389253 dog with laptop lead generation You’ll learn how to: Define a lead and understand his or her buying journey Build a robust lead generation strategy t
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Marketo
Published By: Jive Software     Published Date: Dec 02, 2014
Customer interactions today span multiple touch-points. As such, businesses are constantly seeking ways to adapt their activities to interact with buyers through the most relevant channels. While this pursuit helps firms better connect with clients, it also means capturing data related to different views / parts of the customer journey. Failure to connect these pieces results in disconnected customer messaging. Watch this webinar today to learn how social collaboration tools help companies overcome this challenge.
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customer interactions, customer data, social collaboration, emerging marketing, social media, crm & customer care
    
Jive Software
Published By: Scribe     Published Date: Oct 09, 2013
The State of Customer Data Integration 2013 survey report is based on over 900 responses ranging from independent business and IT leaders to Scribe's data integration channel partners. Overall results reveal that today's businesses are still on the journey to connect their core business systems and deliver customer data to their users across the business. Customer data should be free-flowing across all business touch points to enable companies to run faster, do more, and at lower cost.
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scribe, scribe software, data, data integration, business systems integration, crm, crm systems integration, cloud, it solutions, data management, business technology
    
Scribe
Published By: Marketo     Published Date: May 18, 2017
Across industries, marketing increasingly plays a critical role in company growth. After all, the top expectation of CEOs polled by Gartner, in the 2014 Gartner Executive Summary for CMO Leadership, Accountability, and Credibility within the C-suite, is that the CMO would not only improve, but also own the customer experience by 2016. Combine this with the fact that digital is quickly becoming the de facto medium for customer interactions, and it’s easy to see why it’s essential that CMOs build an effective, efficient, and scalable marketing technology (aka MarTech) stack. Today, according to Forrester’s 2015 research, “Don’t Let Muddled Messaging Compromise Customer Experience,” as much as 90% of a buyer’s journey is self directed. Your buyers have moved online and many of them (likely a majority of them) prefer to be reached through digital channels.
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integrate, social lead tool, slide share, webinar platform, lead capture, web forms, delivery assurance, event automation
    
Marketo
Published By: Marketo     Published Date: May 18, 2017
While ABM is not a new way to strategically market to target accounts, now it is a scalable, achievable strategy that organizations of all sizes can implement to focus on whole lifecycle marketing for key accounts. Marketing, selling to, and supporting your customers at an account-level is not only critical to your success, it’s what your customers expect. Competitive organizations that are focused on engaging their customers across the entire lifecycle, and throughout their buyer journey, need to sell at an account level, understand the influence of the different contacts and speak directly to them. The ABM we practice today is entirely different than the manual processes of days past. Implementing an ABM strategy no longer means an astronomical investment but it does mean increased revenue, focus, and partnership within your organization.
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organization management, target accounts, engaging content, channel optimization, analytics, technology management, abm strategy, communication management
    
Marketo
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