The 2017 Aberdeen Report on Contact Center and Customer Experience Trends states that companies with an omnichannel program see 25% greater annual revenue growth and 55% greater decrease in customer complaints.
Whether through phone, email, social media, or other web interactions, it is vital for successful companies...
Published: Jul 26, 2017
Sales and marketing. They’re lumped together so much in conversation, you’d think they’re a perfect combination — like peanut butter and jelly. But the relationship is more often like oil and water.
Get five suggestions any organization can follow to better align their sales and marketing...
Published: Jan 28, 2016
Organizations like Microsoft, Amazon, and Google are turning to experimentation to relentlessly pursue high-performing digital products, campaigns, and experiences. Whether you’re completely new to experimentation or you’re looking to upgrade your current capability, this eBook is designed to help you understand...
Published: Jan 08, 2018
Today's digital marketers want to engage customers with offers that are based on deep customer profiles, transaction histories and other real-time content about their interactions. Delivering the right offer for the right customer at the right time will dramatically improve marketing results and lifetime customer value....
Published: Oct 30, 2017
Frost & Sullivan recently conducted a survey of almost 500 senior customer experience (CX) executives across Europe to understand how enterprises approached CX and whether they believed the Internet of Things (IoT) had or would have an impact on their business.
Interestingly, over 60% of respondents agree that...
Published: Jul 26, 2017
With the PSD2 and GDPR coming into play in 2018, the financial industry in particular will experience major changes.
Although these two regulations are seen as threats to traditional institutions, they can, in fact, set the stage for innovation and technology to work together on delivering customer-centricity. In...
Published: May 15, 2018
In today’s market, customers control the buying journey – a trend that has accelerated with the increased sophistication of mobile devices. Customers decide where to research, how to buy and when to purchase, and have higher expectations than ever.
Learn how you can better connect relevant data, personalise...
Published: Apr 23, 2018
In our 35-criteria evaluation of sales force automation (SFA) providers, we identified the 10 most significant ones — bpm'online, CRMNEXT, Infor, Microsoft, NetSuite, Oracle, Pegasystems, Salesforce, SAP, and SugarCRM — and researched, analyzed, and scored them.
This report shows how each provider...
Published: Apr 04, 2018
Retailers are rethinking their eCommerce engagement strategy to respond to customers’ new shopping behaviors. Marketplaces provide a new way for retailers to interact and engage with customers. They offer a broad assortment of products and services at competitive prices and have quickly gained traction as an extension...
Published: Apr 04, 2017
Sales organizations are undergoing a paradigm shift, driven by digital transformation, to deliver meaningful customer engagement.
Organizations are advancing beyond agent productivity and capitalizing on technology’s ability to deliver key insights and predictive analytics that can unlock revenue growth. ...
Published: Feb 15, 2018
There's a new paradox in marketing. We present a vision for how marketing leaders can balance trust and regulation to begin delivering one-to-one journeys beyond their own organizational walls:
Recent industry insight into how Financial Services marketing can benefit from network effects
Customer...
Published: May 15, 2018
The rise of marketing technology has in some ways shined a light into areas that were previously hard to measure: media effectiveness, engagement with marketing campaigns, and the impact on the bottom line.
But new areas of darkness have been created: growing amounts of siloed and unstructured data that are not harnessed,...
Published: Apr 23, 2018
Utilities leader Nuon (Vattenfall) switched their marketing strategy from channel vision to one-to-one personalization using the Relay42 data management solution. How, why, and did it work?
Discover how Nuon contended with the challenges associated with energy providers, such as churn rate and increasing...
Published: May 15, 2018
Forrester forecasts cloud subscription revenues to grow overall by 22% in 2016. This is a result of businesses becoming increasingly comfortable with moving critical systems to the cloud, due to cloud experience and exposure. The benefits of cloud computing have become mainstream and so have cloud contact centers.
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Published: Jul 26, 2017