Die fünf Best Practices in diesem Leitfaden helfen Einzelhändlern beim Übergang zum Erlebnisunternehmen. Dies bedeutet nicht nur die Zusammenfassung der digitalen und physischen Kanäle in einer vollständig integrierten Customer Journey, sondern auch die Entwicklung von Erlebnissen für Kunden, die deren Bedürfnisse und Wünsche in den Mittelpunkt rücken.
The five best practices within this guide can help retailers to become experience-led businesses. That means not only blending digital and physical channels into a fully connected customer journey, but also building experiences around the customer in ways that put their needs and wants front and centre.
Published By: Optimizely
Published Date: Apr 06, 2018
We live in the age of the consumer.
Across touchpoints, customer expectations for digital interactions and brand experiences are evolving. Today, it is critical for organizations to deliver high-performing, personalized encounters across the customer journey.
To drive innovation and stay competitive, organizations need to reorient towards the customer—which means being able to understand their needs, adapt to their expectations, and quickly make improvements. But pinpointing where to make iterations across your tactics and digital entities like websites and landing pages can be a difficult task—especially in today’s multi-touch environment.
Published By: Genesys
Published Date: Jul 27, 2016
This white paper discusses how you can:
• Overcome limitations of queue based with orchestrated routing
• Design personalized, low-effort, end-to-end customer journeys
• Match your customers with the best available resource at the right time in the right channel
Published By: Genesys
Published Date: Aug 11, 2016
Download now! Learn how to evaluate the financial impact of your Omnichannel Engagement Center Solution investment. Also learn how you can achieve the following benefits:
• 50% reduction in cost to integrate new contact center agents
• 50% reduction in customer abandonment at key points in the customer journey
• 12.5% improvement in agent handle time
Published By: Progress
Published Date: Oct 09, 2017
"The customer experience is incredibly important to business success and is often tied to customer engagement, retention rates, revenue, purchase frequency and overall loyalty. Today, the customer journey is incredibly complex, with everything from geographic location to data quality influencing the customer experience. As a result, brands may not be making the most of their customer experiences.
However, with a mix of new technology combined with best practices, companies can regain control of the customer journey and create memorable experiences for their customers. "
What this case study reveals is that, with the right leadership, it is possible to turn a company around and make it far more responsive and relevant to its customers, and as a result deliver growth and profits.
The upshot of D+M's cultural and business transformation has been a return to growth and profitability. The entire enterprise has played its part, which is why the annual Chairman's Award has recognized individuals who have lived the winning cultural values and achieved excellence in performance. Winners have included factory workers and services people. The firm also continues to innovate with HEOS WMS capabilities extending to the other brands. Customer experience continues to be an area of deep cross-functional focus, and feedback from customers provides a clear indication that the customer experience throughout their buying and ownership journeys is rated highly.
Published By: Namogoo
Published Date: Jul 11, 2017
This report helps e-commerce companies understand the scale and scope of the “Online Journey Hijacking” phenomenon, where your customer’s online journey is disrupted, and your revenue is impacted, by third-party product ads cause by client-side Digital Malware.
In the beginning, the marketing landscape was easier to navigate, with just a few select channels to reach your customers through. However, as it constantly evolves, this landscape is quickly becoming a fragmented world. In the frantic scramble to become king of the hill, marketers grab hold of as many channels as they can, but often without an overall strategy to pull together one uniform message. The result? They spread themselves thinly across multiple channels, which results in shattered messaging.
Digital technologies and increasing customer engagement point traditional financial institutions towards a wonderful new world of an enhanced customer experience. Herded by a wave of regulatory ‘enablers’ - through the yin-yang regulations in the form of the GDPR and PSD2 - the industry landscape is ripe for transformation for those willing and able to embrace this new world: connected customer ecosystems beyond their own institutional walls. In doing this, this creates more comprehensive customer journeys - and ultimately, better quality customer experiences.
As humans, we are driven to find ways of making an increasingly
complex world simpler. For both customer and marketing leaders -
technology helps us to do that. For marketers particularly in Financial
Services, the focus shifts from a supply-led, to a demand-led
economy; the trust economy, where customer demands continue to
diversify and the fastest to deliver value wins.
Wholly relevant and personalized customer service is no longer an optional preference, so much as an inevitable reality. Through the right data management technology, marketers can pave the way for their customers to reach the right ticket for their chosen journey, through the channels they prefer, in a way which means something to them in that particular moment.
Airlines don’t have to make use of beacon technology and IoT to begin uplifting their outreach, but should choose a solution which is ready as soon as they are, to plug into, embrace and deliver actions with a shifting landscape of consumer touchpoints.
It’s not a pipe dream. Here’s how marketers can connect with customers and prospects wherever they are, with Intelligent Orchestration of data, across marketing technologies and touchpoints. These customer journeys are not visions for 2020, but attainable right now - across the digital world, and the real world: and everywhere in-between.
Cloud computing and all-flash storage are two of the most important innovations driving next-generation IT initiatives. While it may seem at first that these are parallel trends, in reality they are inextricably intertwined. Without the benefits of all-flash storage —driving new levels of performance, agility and management simplicity — enterprises would not be able to modernize their infrastructures to deliver cloud services. It is no coincidence that the largest hyperscale cloud providers rely on all-flash storage solutions as their storage foundation.
Pure Storage all-flash storage arrays provide enterprise customers with a safe, secure and smooth path to the all-flash cloud. You can take the journey in stages, starting small with a single application or two, and then adding more applications through consolidation and virtualization. You can also implement multiple stages at once.
In today’s transformational era, businesses globally turn to digital technologies and new competitive models that take a holistic approach to business activities, processes and competencies to increase competitive differentiation. Digital transformation enables businesses to be more agile, people-orientated, innovative, customer-centric and efficient. By its very nature, digital transformation is a journey that encompasses the entire IT ecosystem, from end device to data center infrastructure.
Over the last five years, there has been a major shift in how enterprises need to look at and secure customer identities while offering access to critical applications. Hyper-connected customers are blurring the lines of customer interactions. They’re adopting new patterns of engagement that spread the customer journey and experience across multiple channels.
Today’s meandering customer journeys take place over multiple channels and devices. Each interaction creates a stream of digital information, leaving marketers with a growing pile of data. But, with data seemingly everywhere, why are so many marketers still feeling like there’s not a drop to drink?
Leaders Have a Data Strategy and Enable More Teams with Data
In this research report from June 2017, Econsultancy surveyed more than 700 marketing and analytics executives at consumer brands to better understand how data factors into marketing strategy — and daily decision making.
Two-thirds of leading marketers — those who outperformed their top business goal — say they currently have a documented data and analytics strategy.
In this report, you’ll also learn how leaders have built data-driven cultures and why they are more likely to use:
digital analytics to optimize user experience in real time
audience-level data to personalize customer experience
customer-level data to segment and r
In the midst of an overwhelming amount of disruption taking place in the retail banking industry, a clear path to success has emerged. Banks that want to continue to gain and retain loyal customers must make it easier to bank with them.
According to a survey that included 760 different banks and credit unions, the most important priority for 2017 and beyond is the removal of friction from the customer journey.1
To clarify, today’s customer journey includes both the customer experience at local branch locations as well as their experience while interacting with websites, mobile apps, smart watches, and anything else that is connected to the Internet.
The battleground for customers has shifted to the digital world, and retail banks must adapt quickly as crafty Fintech startups and tech giants like Amazon, Apple, and Google continue to push the limits of what is possible with technology.
If digital channels aren’t approached correctly, they can add complexity to the customer experience in
Published By: Genesys
Published Date: Feb 08, 2019
Ausgereifte Cloud-Plattformen unterstützen die reibungslose Migration unternehmenskritischer Systeme in die Cloud. Dadurch wird deren Flexibilität und Skalierbarkeit gesteigert und es winken deutliche Kosteneinsparungen. Wie kann sich Ihr Unternehmen diese Vorteile sichern? Welche Schritte sind nötig, um den unvermeidbaren Umstieg auf ein cloudbasiertes Contact Center einzuleiten?
Durch die Wahl des richtigen Contact-Center-Partners können Sie die Umstellung auf cloudbasierte Customer Journeys erfolgreich gestalten.Wissen Sie, wie Sie den richtigen Partner für die Migration finden können?
Dieses E-Book nennt zehn Kriterien, die bei der Wahl eines Partners für den Wechsel zu einem cloudbasierten Contact Center zu beachten sind. Wenn Sie sich ein genaues Bild von den Anforderungen Ihres Unternehmens, den Fähigkeiten Ihres potenziellen Partners und der Übereinstimmung zwischen dessen Vision und ihren Unternehmenszielen machen, wird Ihnen dies bei der langfristigen Sicherung Ihres geschä
Download this paper and discover 20 tips you can use to better engage on-the-go customers, improve the mobile experience across the entire customer journey, and ultimately increase holiday conversions.