experience

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Published By: Amazon Web Services APAC     Published Date: Sep 19, 2019
Government agencies often look to promote new technology for cost-savings and efficiency, but it does not stop there. The second and third-tier effects of technology can be long lasting for citizens, businesses, and economies. When public institutions adopt the cloud, they experience an internal transformation. Inside an organization, cloud usage drives greater accessibility of data and information sharing, increases worker productivity, and improves resource allocation. The external benefit of the cloud is recognized through a government’s ability to put reclaimed time and resources toward serving citizens. This includes provisioning public services, such as occupational-skills training, quicker and more effective service delivery, a pathway to a more productive workforce, and ultimately, a boost to local development. This whitepaper examines the enterprise-level benefits of the cloud, as well as the residual impact on economic development. The U.S. Economic Development Administration
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Amazon Web Services APAC
Published By: NEC     Published Date: Jan 28, 2010
Case Study: NEC provided intuitive and user friendly technology to enrich the whole guest experience with improved service times, personalized assistance and quality communications.
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nec, peninsula shanghai, hotel, network solutions, real-time communication, productivity, ip telephony server, wireless technology, unified communications
    
NEC
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
Companies across the world are innovating with artificial intelligence (AI) to improve customer experience and forge deeper relationships with customers. Through surveys and interviews with 599 executives, from large and mid-sized companies across the globe, this MIT report reveals that most customer-centric firms have already deployed AI extensively in their customer-facing operations and customer experience management processes. Get the global report and regional spotlights on North America, Latin America, Europe and Asia to access complete results. Key insights include: • Nearly 90% of respondents report measurable improvements in the speed of complaint resolution; 80% note enhanced call volume processing using AI • 80% of respondents report measurable improvements in customer satisfaction, service delivery and contact center performance • In North America, 60% of the respondents believe they will deliver a 10% or more increase in customer lifetime value in the next year • Europe
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Genesys
Published By: Genesys     Published Date: Jun 19, 2019
Contact centers often pool agents into large groups of generalists to distribute work evenly. Skills-based routing takes this a step further with specialized groups. But neither approach scales properly to identify all opportunities and drive business outcomes on each interaction. Predictive routing uses artificial intelligence (AI) and machine learning to create balance—meeting targets and giving customers a personalized experience. Read Demystifying AI: Creating an AI partnership that maximizes business results to learn how predictive routing systematically: Evaluates historical and real-time data to make predictions; Makes the best customer-agent match to drive desired outcomes; Keeps agents engaged and reduces handle times.
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Genesys
Published By: Genesys     Published Date: Jun 19, 2019
Your agents embody your brand with every customer contact. It’s up to you to make them more successful in engaging customers, dealing with customer challenges and avoiding burnout that leads to attritions. Read this ebook and see how to turn your customer service agents into customer experience heroes. You’ll learn: Three success strategies that Genesys CX Heroes use Skills every agent should have Key training tips Benchmarking strategies to measure customer service and customer experience
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Genesys
Published By: Genesys     Published Date: Jun 27, 2019
Key considerations for navigating a successful migration journey
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Genesys
Published By: MuleSoft     Published Date: Apr 15, 2019
eCommerce offers consumers new ways to interact with traditional retailers, resulting in changed consumer preferences – 63% of customers today would switch brands for a better connected experience, and 75% want personalized offers based on purchase history. Traditional retailers need to consider how to build a new digital retail platform strategy within their business models to engage with consumers and help maintain their competitive edge. Read this whitepaper to learn: A 4-step strategy for retailers to build a retail digital platform strategy with APIs. The role APIs can play in optimizing consumer journey personalization and creating new revenue channels. How a leading fast food company created a unified consumer experience by adopting a platform-based business model.
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MuleSoft
Published By: MuleSoft     Published Date: Apr 15, 2019
Financial services has seen more disruptive technologies introduced over the past three years than any other industry. To meet customer expectations for on-demand delivery, banks must look beyond digitizing existing services and establish open banking platforms for connected digital services. Read this whitepaper to learn: Three strategic mindsets that drive digital transformation in banking. A four step strategy for building an Open Banking digital platform strategy with APIs. How one global top tier bank developed a digital platform to transcend disjointed customer experiences.
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MuleSoft
Published By: MuleSoft     Published Date: Jun 27, 2019
Banks of all sizes, from multinational firms to regional credit unions, face unparalleled pressure to digitally transform in the face of evolving customer expectations. Learn how a top 10 bank partnered with MuleSoft to address these pressures by developing an application network to rapidly modernize legacy systems, digitally transform mortgage lending, and accelerate Salesforce implementation. Read this whitepaper to learn: How banks can leverage APIs to accelerate integration between core banking systems, legacy applications, and modern SaaS endpoints. The step-by-step approach a top 10 bank took to build a Center for Enablement (C4E) and transform their SDLC to accelerate application development. How the bank created unified customer experiences across different product lines, from mortgages to wealth management, across in-person, and digital engagement channels.
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MuleSoft
Published By: Velaro     Published Date: May 06, 2014
Did you know that those who respond to a proactive online chat invitation are 6 times more likely to buy than the average website visitor? Download this paper for practical advice on using proactive chat to increase sales online sales and customer satisfaction.
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live chat, live chat software, proactive live chat, online sales conversions, ecommerce, online customer experience, customer support productivity, online sales
    
Velaro
Published By: The Economist Group     Published Date: Oct 07, 2019
Leaders of European businesses take improvement of the employee experience very seriously. It is a matter of senior management discussion at the vast majority of organisations surveyed by The Economist Intelligence Unit, and many ascribe it strategic importance. The reason: a growing understanding that, more than individual factors, it is the totality of an employee’s experience with the organisation, from recruitment to departure and even beyond, that influences their contribution to its success.
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The Economist Group
Published By: Citrix     Published Date: Oct 09, 2019
An alarming 2019 study suggested that workplaces in the region have exhausted staff morale with negative impacts on productivity. In this report, top technology leaders in Australia address some of the "employee experience" challenges they the face and how they aim to tailor systems around ways of working to drive better engagement and productivity. The EIU's own survey results show that while leadership and management still set the tone for workers in the region, they value flexible-working policies and technology available to employees more than global peers.
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Citrix
Published By: NICE inContact     Published Date: Sep 18, 2019
Artificial Intelligence (AI) is arguably the greatest untapped resource to transform customer and business outcomes. The impact of this technology on customer experience, employee efficiency and profits is truly transformational—especially for contact centers. Companies must adapt in today’s era of constant digital disruption, but that doesn’t necessarily mean exhaustive technology shifts. Small, practical investments in AI present little risk and offer significant returns. Learn about the ROI of CX transformation in AI for CX: Practical Investments, Proven Return. More than a trend, AI is a customer experience transformation that you can’t afford to ignore. Discover the practical investments in AI that your contact center must consider today — and the truly significant returns on the horizon
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NICE inContact
Published By: NICE inContact     Published Date: Sep 18, 2019
Ready to step up your revenue in eight easy steps? Get this guide and start transforming your customer experience immediately. It’s helped other businesses reach up to 30% of their revenue goal – and it’ll work for your contact center too. This white paper includes strategies for: • Empowering and rewarding customer advocates • Encouraging and responding to customer feedback • Developing a plan for continuous improvement • Future-proofing processes and tools
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NICE inContact
Published By: Adobe     Published Date: Sep 23, 2019
The most important component for brand relevance and long-term customer relationships is the ability of an organization to deliver captivating experiences that feel personal, every time. Roughly 90% of senior marketers worldwide are implementing personalization strategies…but only 6% rate their strategy as advanced. Winning this race to delivering authentic personalization requires more than a random mix of technology tools. You need a strong web experience foundation that fuels your personalization strategy. Using a variety of digital marketing tools may help you perform specific functions well, but without having them talk to each other, it’s difficult to personalize experiences—which leaves you defaulting to static web pages with generic information. Using the support of a rock-solid web foundation, you can bring uniformity to your digital properties and over just the right experiences to your customers again and again.
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Adobe
Published By: Adobe     Published Date: Sep 23, 2019
IDC surveyed users of Adobe Experience Manager Sites and found substantial ROI WHY SHOULD THE TARGET AUDIENCE CARE? A modern digital experience management platform is essential for any organization hoping to make digital experience delivery a core competency. SUPPORTING CONCEPTS: According to IDC's analysis, AEM Sites enables organizations to realize on average annual business value of $3.92 million per organization over three years and a 348% three-year ROI by: — Making the creation and delivery of digital experiences more consistent and streamlined and accelerating time to market for new experiences — Empowering - and increasing the productivity of - employees responsible for digital experiences — Improving the digital customer experiences organizations deliver, thereby increasing engagement levels and generating additional business
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Adobe
Published By: Adobe     Published Date: Sep 23, 2019
While having the right tech is key to delivering great experiences, an equally important part of the equation is having the right people, processes and org structures. WHY SHOULD THE TARGET AUDIENCE CARE? Getting value from MarTech investments is top of mind for Marketing Professionals worldwide, and the number one impediment to value realization is the fact that their organizations are not properly set up to fully utlize the tools at their disposal in an effective way. Getting the “people” side of the equation right can be make all the difference in pulling ahead from competitors that are still figuring it out. SUPPORTING CONCEPTS Three best practices to design your org for successful experience delivery: Cultivate the right skills and find the right talent for customer obsession Set up org structures that encourage cross channel collaboration Embrace the possibility of using external support to address the challenges of change management
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Adobe
Published By: Adobe     Published Date: Sep 23, 2019
The Digital Trends 2019 survey closed with more than 12,500 responses worldwide! The results are in for 2019 and once again, businesses have their sights set on improving customer experience. Data continues to dominate, with an understanding that smarter use will lead to greater rewards. Data ownership and compliance are top-of-mind. And technological advances are an exciting prospect for many. But some need more guidance to understand the benefits for their business. Discover what your top digital priorities for 2019 should be with the 2019 Digital Trends report by Econsultancy in association with Adobe. 4 KEYPOINTS Key topics that you’ll read more about in this year’s report: • Optimising customer experience and delivering personalised experiences in real time. • Using data better for smarter audience segmentation and targeting. • Be wary of walled gardens. Control and own the data, and always be compliant. • Automation is the future. Understand the benefits, learn how to u
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Adobe
Published By: Adobe     Published Date: Sep 23, 2019
Marketing automation is a pay-off, not a trade-off, in experience. Many marketers today say that current content demands outpace their existing automation tools. But investing in a full marketing automation platform can be a tough sell. Marketing automation makes it easier to create and deliver exceptional customer experiences. But executives and stakeholders will want to know what automation can do for every team in their organization. ? Data that proves automation saves time and money across your business ? How automation simplifies growing content demands and delivers at scale ? Why automation is effective in supporting customer lifecycle marketing efforts
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Adobe
Published By: Adobe     Published Date: Sep 23, 2019
No matter where they are, your customers expect you to be there too, offering fluid, consistent experiences across channels SUPPORTING CONCEPTS: Customer choices continue to expand - 5.5 million new smart things are connected every day, and by 2020, Gartner predicts there will be 20.8 billion connected things worldwide. 76% of marketers agree that personalization is driving increased need for more assets. 88% of marketers agree that they need an easier way to discover and share assets that generate the best engagement. With a hybrid content and experience solution, Synopsys saw: o A 40% increase in productivity o Reduction from 2 weeks to 2 hours to restructure content WHY SHOULD THE TARGET AUDIENCE CARE? Companies need to transform their businesses to meet the demands of customers in an omnichannel world.
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Adobe
Published By: Adobe     Published Date: Sep 23, 2019
Why data-driven businesses stand out from the crowd. Why Should the Target Audience Care? Enterprises need to become more data-driven by using more mature analytics tools to stand out from the crowd Supporting Concepts Smart, effective customer analytics tools helps organizations reap the rewards of increased customer satisfaction and brand loyalty. Neglecting advances in customer analytics technology could seriously impact a company's ability to compete in the future marketplace. Where do your customers and prospects sit on the customer analyticsmaturity scale? Are they leaders or are they laggards? Read "Customer Analytics: The 20 Attributes that Lead to Business Success" for insights into: • the key drivers needed within an organisation that help grow customer analytics maturity • why companies using paid analytics solutions experience more tangible benefits than those using free analytics • how to distinguish customer analytics leaders from laggards
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Adobe
Published By: Adobe     Published Date: Sep 23, 2019
An excellent CMS solution provides your business with the flexibility to grow into a broad experience delivery platform. It should enable your business to scale and add new capabilities as it grows, and easily integrate with other marketing technologies. Why should the target audience care? Customer expectations have increased. They now expect their in-store experiences to be continuous and consistent extensions of the online journey. And the online journey provides fast, dynamic, and interactive experiences. If your business is not well informed on what is needed from a content management solution, it may come up short on customer experience. A successful and growing business will choose a solution that helps them future-proof for emerging channels and effectively manage mature ones. Supporting Concepts: Navigate your business through the noise. Apply these questions and insights to your selection process and avoid the pitfalls of costly and rigid content management systems.
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Adobe
Published By: Adobe     Published Date: Sep 23, 2019
Data is a company’s most valuable asset. Just look at Forbes’ World’s Most Value Brands list. No longer is a company’s worth evaluated by its tangible assets — data has changed all of that. Every business today relies on data. The ability to filter through volumes of data to capture true insights is critical to gaining a competitive advantage. Companies aspiring to deliver the best possible customer experiences must be able to unify different types of information, including behavioral, transactional , and operational data
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Adobe
Published By: Adobe     Published Date: Sep 23, 2019
Across every industry, many of the world's best and fastest-growing brands are using Adobe Experience Manager to deliver personalised content accurately and on time. Why should the target audience care? 86% of buyers will pay more for a better customer experience. What’s more, customer experience will overtake price and product as the key brand differentiator among consumers by 2020. Supporting Concepts: With Adobe Experience Manager, high levels of customer experience personalization, workflow efficiency, and data analysis are no longer cost- and resource-prohibitive dreams for only the biggest players. Brands featured include Silicon Labs, Morningstar, Swisscom, Raiffeisen, Hyatt, Nissan, Sony, SAS, Informatica, Jefferson Health.
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Adobe
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