Acquiring traffic is a major challenge for e-merchants worldwide. Over the course of the evolution of ecommerce practices some new forms of visitor acquisition have been developed. The challenge now revolves around conversion optimisation. Indeed, acquisition costs follow an upward...
Published: Dec 22, 2016
Customers expect more from brands when it comes to convenience, resolution times, and agent expertise. Evolving customer preferences are tightly linked to innovations in digital technology, and brands must embrace both in order to keep pace with heightened expectations. The good news is that brands that can deliver on...
Published: Apr 05, 2018
It’s hardly a secret that marketing executives of all types are using more data. Data is more powerful than ever, driving decision-making and informing strategy. Increased reliance on data has upended traditional marketing approaches and added greater layers of accuracy, targeting, analytics and measurability to...
Published: May 10, 2019
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
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
Look at any great leader from history — in business, sport, military or any other industry — and you’ll notice a wealth of distinctive character traits, from strength and determination to intelligence and eloquence.
But which traits are common to all great leaders? There’s no need to...
Published: Jan 01, 2016
The vast increase in dark data—all of the unstructured data from the Internet, social media, voice and information from connected devices—is overwhelming many executives and leaving them completely unprepared for the challenges their businesses face.
The smartest executives focus on making sense of the...
Published: Oct 30, 2017
The availability of omnichannel opportunities, and so much demand has paved the way for companies to build their digital strategy on a multitude of websites. This explosion in sites has overwhelmed many large organisations, leaving them with a hodgepodge of many different platforms, incompatible technologies and support...
Published: May 04, 2016
Customers expect more from brands when it comes to convenience, resolution times and agent expertise. Evolving customer preferences are tightly linked to innovations in digital technology, and brands must embrace both in order to keep pace with heightened expectations. The good news is that brands that can deliver on expectations...
Published: Jan 12, 2018
Marketing leaders will find a host of new vendors in this year's Magic Quadrant for multichannel campaign management. Vendors are focused on integrating machine learning, personalization and ad tech capabilities into big data foundations for deeper customer engagement.
Download now to learn more!
Published: Oct 30, 2017
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.
...
Published: Jul 26, 2017
Field service management teams want to keep costs down, while improving their customer service relationships.
This can be hard for organisations in any industry—often, reducing costs hurts customer relationships—but IoT provides a way for field service organisations to achieve this goal.
Download...
Published: Jan 12, 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
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