In this white paper we discuss the opportunities and challenges associated with customer experience management and highlight three key areas of future focus for successful European marketing leaders: customer consent management in marketing in the light of GDPR; the future of AI-driven customer engagement in marketing; and customer journey management as the new mantra and operating model for marketing operations management. Our observations and conclusions are backed by rigorous research results based on a representative sample of telephone interviews with marketing leaders across Europe. We hope you enjoy this paper and would be interested to hear your feedback. We believe the paper provides the benchmarks and insights to guide the next generation of marketing domain digital technology deployments and beyond into enterprisewide customer experience management.
2019 may be the year where a strong CIO-CMO relationship moves from aspiration to imperative. The notion that marketing and IT should aim to strategically align themselves is not ground-breaking. But the reality of the CIO-CMO relationship is more complex, the route toward its success harder to traverse. When large enterprises are faced with digital transformation and customer-facing initiatives; too often, IT and marketing fail to collaborate well enough to create a competitive advantage. Or even enough to keep up with competitors.
This whitepaper takes a deep dive into the CIO-CMO relationship. It was created to help marketing and IT decision makers learn how, together, they can make a realistic and immediate impact on the customer journey.
Published By: Nanorep
Published Date: Jan 25, 2016
This whitepaper illustrates how nanoRep’s precise interaction of technology and the human touch illuminates your customer's journey with your brand, allowing you to give them the convenience and personal connection they crave.
With the exponential growth of internet marketing and online advertising, the customer's journey to making a purchase has grown longer, often including a mrylad of touch points along the way. Whether they begin with a direct search or visit a website via a paid advertisement, the modern shopper takes far more time to explore their options and do their research before buying.
Lets take a closer look at three common stages of today's buying journey and solutions for effectively managing each one.
Published By: Marketo
Published Date: Mar 23, 2015
Today’s buyers are more empowered than ever before. They engage with brands and companies through their own research across multiple channels, long before marketing has the opportunity to engage with them directly. Potential buyers don’t become customers overnight—they require marketing over time as they self-educate and build trust with a company. With customer nurturing, B2C marketers can communicate consistently with buyers cross-channel and throughout the buyer journey—addressing the gap in time between when a customer first interacts with you and throughout the buyer journey, before a customer purchases, after they purchase, and to drive repeat purchases.
Published By: Marketo
Published Date: Apr 28, 2015
Download this ebook to see how to create your customer personas and customer journeys, define your goals for mobile marketing, and understand mobile marketing as an integral component of your comprehensive marketing strategy.
Read the white paper to learn how to:
- Understand how customers interact with your brand
- Translate your data into a clear customer picture
- Shift from campaign-based marketing to contextual marketing
To make a great first impression, take a good look at your digital enrollment process. Because it’s more than forms. It’s the start of your customer journey. A streamlined onboarding process saves customers time and hassle. It also increases conversions, improves experiences, and reduces costs.
In this report, we discuss best practices for updating your digital enrollment, including:
• How leaders in finance do it right
• Increasing engagement with mobile-optimized forms and signatures
• Ensuring enrollment is compliant and builds trust
Like the renowned Sydney Opera House, your brand has the potential to become an icon. Read our guide, Vision from the Harbor, to find out how. You’ll discover strategies for standing together with customers. So your business can stand out from the crowd.
Read our guide now to learn how you can:
• Create unforgettable experiences across the entire customer journey
• Test those experiences and improve them to lift conversion
• Overcome organizational barriers to create a true culture of optimization
Marketers shouldn’t work in the dark. The science of online testing shines a light on your marketing, showing you what to optimize throughout the entire customer journey. The new Adobe guide, Finding Eureka, shows you how.
Read the guide to learn:
• Strategies and best practice approaches to online testing
• Incremental steps to improving your online testing
• The benefits of different test types including A/B, A/Bn, multivariate, and multichannel
With all the devices and channels out there, it’s harder than ever for companies to maintain a consistent brand experience. There are more ways for customers to connect with companies than ever before. And they expect each and every interaction to feel connected, cohesive, and personal. For marketers to connect the dots for customers, they need to fully understand the customer journey.
Read The Sum of Its Parts to learn:
• How the customer experience can be your competitive edge
• The importance of providing consistent experiences across all channels
• Four strategies for future-proofing your customer experience
There’s no doubt in the trends. Focusing on the customer experience is at the top of the priority list for most companies. Personalization plays a key role as top organizations strive to make experiences as compelling as possible with the integration of artificial intelligence and cloud-based technology. To understand and prioritize what your next big moves should be, read The Econsultancy 2018 Digital Trends report.
Here’s what’s top of mind for the majority of your peers:
Increasing digital marketing activities and budgets
Investing in well-designed user journeys that facilitate clear communication
Valuing creativity and design to differentiate their brands
Combining digital skills with technology to improve customer experience
Once upon a time, teams and technologies were built to gain insights around specific channels and devices. But in a world where customers constantly change devices, knowing how customers behave on one device isn’t enough. It’s time to go beyond the device and change the way you look at how customers interact with your brand. Because once you get the full picture, you can make each interaction with your customer even more intriguing and memorable than the last.
Marketing leaders are asking their analytics teams to provide better insights into customers, prospects and journeys, and a more accurate assessment of the impact of marketing tactics. Use this research to find a digital marketing analytics tool to support your needs.
Published By: Genesys
Published Date: Jun 08, 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
Read the eBook today!
Published By: Genesys
Published Date: Jun 08, 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: Jun 11, 2018
When you can anticipate customer needs, you can provide a customer experience that reduces frustration, increases satisfaction and creates better business results.
Genesys Altocloud uses live analytics, powered by machine learning, to give you real-time insight into the customer experience. You can anticipate customer behavior, personalize journeys and use feedback to continuously tune your analytics to achieve desired business outcomes.
Download the white paper and learn how to make better use of your analytics:
• Automate responses that optimize the journey
• identify and engage with customers before they contact you
• Use predictive analytics and machine learning to drive outcomes
PSD2 puts accountability for unauthorised or fraudulent payments squarely on payment service providers. PSPs are now obliged to confirm their customer’s identity robustly when making payments and when managing their accounts. But these measures threaten to put barriers in the way of the frictionless journey that customers want.
As the pace of business continues to quicken, companies are starting to recognize that to stay competitive the process of developing and releasing software needs to change. Release cadence has greatly accelerated. There is no occasion anymore for a 6- to 18-month find-and-fix turnaround in which the customer will find the delay acceptable.
Things need to move faster, and they need to be ready and perfect faster.
Transforming to continuous testing is a journey, just like agile and DevOps was and still is. Companies and their IT teams will encounter setbacks, which must be anticipated and accepted.
This is why planning is essential at every step in the continuous testing journey.
Download this whitepaper to find out how CA Technologies can help your business today.
Because you don’t just deliver content. You deliver a customer experience.
We're honored that once again, we've been positioned as a leader in Gartner’s Magic Quadrant for Web Content Management (WCM). We believe this validates Adobe Experience Manager as a forward-thinking vision of what content management can be throughout an entire customer journey. And with the integration of Adobe Experience Cloud and Adobe Creative Cloud, we offer more than a content management platform. It’s a content management powerhouse.
Read the report and learn about Adobe Experience Manager’s strengths according to Gartner — and how you can bring those strengths to your own customer experiences.
Published By: Uberall
Published Date: Oct 08, 2018
Your store locator is a critical component on your website; it’s the moment of truth when an online shopper becomes and offline customer. And while it may seem like a simple tool, there are several key factors that will transform the user experience from functional to best-in-class. See how you can optimize this key aspect of your customer journey.
Digital kiosks are fast becoming ubiquitous in quick-service restaurants, cinemas and retail stores as retailers grapple to embrace automated, digital solutions to keep up with rising labour costs, customer expectations and stiff competition. To maximise the value of self-ordering kiosks, retailers should not perceive digital kiosks as a means to an end but a critical touchpoint within the customer journey.
Download the whitepaper to discover how the new generation of self-order kiosks—
• Can resolve the challenges of acquiring, training and maintaining a workforce
• Can enhance customer experiences throughout the entire shopping and purchasing process
• Can facilitate better business decision making through access to valuable customer data
The explosion of digital channels is creating a widening gap between classic single click attribution and the reality that marketers face when planning cross-channel campaigns with multiple touch points across many digital screens. This Aprimo White Paper will demonstrate some of the ways marketers can transform attribution and better manage marketing spend, improve planning and enhance the customer journey.