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Published By: CrowdTwist     Published Date: Apr 05, 2018
In 2018, brands should be investing more time and money into fostering customer loyalty. Winning new customers is important to grow a business, but keeping existing customers satisfied and loyal is crucial to a brand’s success. What are the drivers of brand loyalty?What keeps customers coming back? Which brands are leading the pack? In this e-book, we’ll highlight 20 brands that are investing in the brandcustomer relationship to deliver the high-quality products and services that create the exceptional customer experiences that drive loyalty.
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customers, optimization, organization, branding, crowdtwist, business
    
CrowdTwist
Published By: Akamai Technologies     Published Date: Nov 13, 2018
The ongoing adoption of cloud computing by communications service providers (CSPs) continues to fundamentally reshape their business models and technology strategies on several levels. One such area that is garnering significant attention is the impact of the cloud on security services. This is because security services and the vital tools they encompass can be empowered through the adoption of a carrier cloud model. This, in turn, better positions CSPs to meet the demands of their customers, including those in the small to medium-size business (SMB) market segment. The timing of this migration is optimal, since many SMBs now recognize the threats they face and realize that given their limited IT budgets and lack of security expertise, CSPs are well positioned to protect them from cyberattacks. While the opportunity for CSPs is significant, many are hesitant to make a move in this area because they want to ensure they can address SMBs’ needs and maintain control of the service in a car
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Akamai Technologies
Published By: Akamai Technologies     Published Date: Aug 30, 2019
The financial services industry is one of the largest and most sought-after targets for attackers. This particular industry revolves around trust and security, and because of this, these elements are quite often the key focal point for criminals. Successful attacks can quickly translate into the dissemination of massive amounts of personal information and monetary gains by the attacker. Criminals targeting the financial services industry do so by leveraging various attack surfaces, such as people, processes, applications, or systems. Regardless of where the financial institutions are located in the world, staying aware of the forefront of new attack trends is imperative for keeping their systems and customers safe. Understanding the ecosystem of attacks, how different layers interact, and the booming economy spawned by it gives financial services organizations the edge they need.
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Akamai Technologies
Published By: IBM     Published Date: Jul 22, 2016
You’ll learn: - About the mandates that will significantly increase transaction complexity and transaction volumes for payers and providers - How to reduce costs and improve processing efficiencies while also decreasing the risk associated with data movement - Ways to improve customer service and ensure compliance with evolving regulations while reducing IT operating expenses
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ibm, healthcare, affordable care act, b2b, hipaa, edi regulations, knowledge management, enterprise applications
    
IBM
Published By: Oracle     Published Date: Feb 21, 2018
The customers featured in this book include those who have migrated their existing applications (Oracle, third-party, and custom) and those who have deployed new applications. We also describe customers who have benefited from subscribing to a single IaaS service to meet their more tactical needs, such as low-cost and high-reliability archive storage. The motivations for IaaS adoption discussed in this book are organized into four key categories: Moving applications to the cloud Managing DevTest in the cloud Building performance-intensive workloads Using cloud-based archive storage
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Oracle
Published By: OpenText     Published Date: May 26, 2017
Many companies today are looking for ways to improve their aftermarket service and support processes, as this is a key way to help improve customer satisfaction levels. Ensuring that field service teams have access to a complete digital representation of a product or piece of equipment can significantly improve the uptime and ongoing maintenance of serviceable products.
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opentext, manufacturing, aftermarket, service, support
    
OpenText
Published By: AWS     Published Date: Jun 04, 2019
Description Zendesk is a customer service software company that serves over 125,000 organizations around the world. Wanting to create better experiences for its end users and their customers, Zendesk realized that operating on-premises made it difficult for their developers to provision the resources needed to innovate. To simplify the developer experience, Zendesk migrated to AWS and used containers to bolster portability between on-premises and the cloud. Now operating a massive, distributed container-based environment, Zendesk needed an all-in-one monitoring solution that matched their environment's scale and agility.
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AWS
Published By: Genesys     Published Date: Jun 06, 2017
Although today’s customers interact with your brand through a variety of channels, they want one thing from you: a consistent experience. Savvy customers expect that you will meet them where they are, when they need you, and with the highest quality, informed service.
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genesys, omnicannel, contact center, customer experience, customer experience management, cross-channel customer service
    
Genesys
Published By: Genesys     Published Date: Jun 08, 2018
In Gartner’s 2018 Magic Quadrant for Contact Center Infrastructure, Worldwide, Genesys has once again maintained a leadership position. Placed furthest among all vendors in completeness of vision for 10 years and counting, our position continues to validate our mission to power the world’s best customer engagement solutions for organizations of all sizes—both in the cloud and on-premises. And according to Gartner peer insights, customers agree. “Great implementation that was on-time and on-budget!” — CTO in the finance industry “Solid platform with a lot of features at a reasonable cost.” — IT Manager of Software Engineering in the Services Industry Get the report now to learn: • How contact center vendors compare and which quadrant they are aligned to • Analyst views on the strengths and cautions of all participating vendors • How to evaluate key criteria to guide your decision-making process
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contact center, infrastructure, customer engagement, cloud, on-premises
    
Genesys
Published By: Genesys     Published Date: Jun 08, 2018
Ease, effectiveness and emotion drive great customer service, but top-line growth requires that application development and delivery (AD&D) professionals keep an eye on trends.
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customer service trends, customer service, growth, application development and delivery, customer experience, automation
    
Genesys
Published By: Genesys     Published Date: Jul 13, 2018
When building artificial intelligence (AI) into your business strategy, it’s easy to become distracted by all the new technologies on the market—each one promising a better customer experience. Make decisions based on facts, not misconceptions. When you evaluate AI technologies, consider these facts: • Bots working with human agents enables a seamless customer journey • Automated self-service costs as little as 20 cents per interaction • A single platform makes it easier to deliver personalized, proactive and predictive experiences See how AI connects customer conversations in this new analyst guide, 2017 ContactBabel Inner Circle Guide to Self-Services.
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Genesys
Published By: Genesys     Published Date: Jul 13, 2018
Routing is a fundamental component of your customer experience strategy. True omnichannel routing breaks down channel silos and gathers intelligence upfront through context and data to deliver the personalized, seamless engagement your customers now expect. Learn how you can move beyond single interactions with true omnichannel routing: • Dynamically match customers from any touchpoint, over any channel, to the agent with the optimal insights, skill set and proficiency • Enable seamless transitions between digital self-service and live employee contact • Replace single, random interactions with thoughtfully designed and optimized customer journeys
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Genesys
Published By: Genesys     Published Date: Jul 13, 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: Jul 13, 2018
Artificial intelligence (AI) can’t replicate the human touch, but it can ease your agents’ burden by handling many simple, repetitive requests. A new Forrester Consulting paper offers a look at the strengths and weaknesses of both AI and humans independently, yet how blending them together can give your customers the seamless end-to-end experience they expect. See how enterprises around the world use AI to improve customer service and uncover new revenue streams, the challenges they overcame, and why a blended solution with live agents makes sense. Download the paper to learn three key recommendations on using AI to improve agent productivity, agent satisfaction, and customer satisfaction.
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Genesys
Published By: Genesys     Published Date: Dec 20, 2018
Customers today expect their customer service to be as connected as they are. If you can’t deliver a seamless omnichannel customer experience or easily add digital channels such as mobile, social media and web, you risk being left behind. Some companies try to deliver omnichannel with dated technology, a tangle of point solutions, bolted together with duct tape. But you don’t have to. Read this ebook and see: • Why force-fitting more channels into an aging infrastructure is not the right approach • How to create a future-ready customer experience • How an integrated approach improves your metrics and reduces operating costs
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Genesys
Published By: CA Technologies     Published Date: Jun 01, 2018
Thanks to numerous, headline-making incidents in recent years, cybercrime has risen toward the top of the concern list for many organizations—and the customers with whom they do business. You’ve heard many of the stories. Major health insurers, such as Anthem, Premera BlueCross and CareFirst had personal information for millions of their customers stolen. Sony Pictures experienced a breach that not only embarrassed employees and adversely impacted the release of the high-profile film, “The Interview,” but also damaged systems and applications—making it extremely difficult for the company to conduct business. The list goes on. Some you maybe haven’t heard, like the one about CodeSpaces, a provider of version management services to developers. When attackers were able to gain access to its cloud-based management consoles, they deleted the company’s entire infrastructure and backups—ultimately forcing CodeSpaces out of business. The bad news for organizations like yours is, thanks to the
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CA Technologies
Published By: Zendesk     Published Date: Aug 26, 2016
This white paper provides insight into how to perform a customer service audit to determine what needs to change in an organization.
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Zendesk
Published By: Zendesk     Published Date: Aug 26, 2016
This white paper provides a full analysis on how Zendesk successfully helped Trustpilot with customer service needs.
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Zendesk
Published By: Zendesk     Published Date: Jun 26, 2018
In the global market for customer service software, Zendesk is once again recognized as a leader in the 2018 Gartner Magic Quadrant for the CRM Customer Engagement Center. Every year, Gartner conducts a thorough analysis of service providers in the customer service and support application space. We believe the Gartner Magic Quadrant for the CRM Customer Engagement Center report provides valuable information for business leaders who seek technology solutions for interacting and engaging with their customers. Zendesk can again be found in the 2018 report’s Leader quadrant, which we consider a reflection of the success of our 125,000 customers, including enterprise clients like Airbnb, Tesco, and the University of Tennessee. The past year alone has included a number of significant milestones for us, including the release of AI-enhanced features for self-service and surpassing $500 million run rate in revenue. As our customer base continues to grow, we strive to be a dynamic vendor for bus
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Zendesk
Published By: Evariant     Published Date: Apr 09, 2018
If you're going to commit to providing the highest quality care to patients, improving the customer experience and providing proactive service that builds lifetime relationships with patients is a requirement. By creating a comprehensive 360 view of the caller, agents are armed with the right context and talking points to provide a highly personalized, more informed experiences on-the-fly. Watch this presentation to capitalize on every customer interaction to build deeper, more personalized relationships with their prospects and existing patients, effectively transforming the call center into a profit center. Watch the presentation now.
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patient experience, call center, improved care continuum, access center, customer experience, patient journey
    
Evariant
Published By: 8x8 Inc.     Published Date: Feb 13, 2017
iCruise.com, one of the largest sellers of cruises in the US, needed a total communications solution with both hosted phone service and a cloud contact center. Only 8x8 was able to deliver a complete and integrated approach to customer service
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customer service, 8x8, integration, icruise.com, communications
    
8x8 Inc.
Published By: Sprinklr     Published Date: Jan 05, 2018
Long wait times, dropped calls, repeating a single problem dozens of times – one could write a novella about the countless pain points of customer service. To customers, these pain points are, well, painful. To companies, they’re a necessary part of doing business. When you’re a multibillion-dollar brand with hundreds of locations worldwide, scale equals survival. Call centers are the epitome of scale. Fixated on efficiency, many companies forget what it’s like to be on the other end of the line. They forget about the customer experience.
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Sprinklr
Published By: IBM     Published Date: Apr 18, 2017
There are myriad software products, from complete CRM platforms that offer analytics to standalone or add-on software products that focus solely on analytics. There are analytics apps that can be added to your existing CRM platform. Or there’s the option to outsource analytics to a growing number of service providers. “The technologies are changing rapidly. There are a zillion startups offering either new tools or technologies, so it is kind of hard to navigate,”Mike Gualtieri, an analystfor Forrester Research Inc. in Cambridge, Mass., said in a recent webcast on analytics. “There isn’t just one platform that you’re going to need. There’s a whole ecosystem of platforms.” Having the right people on staff who know how to use the technology is equally important, analysts say. Analytics aren’t just for statisticians anymore—they’re used by sales, marketing and customer service teams in daily decision making.
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data management, data system, business development, software integration, resource planning, enterprise management, data collection
    
IBM
Published By: IBM     Published Date: Oct 26, 2017
With the growing demand of business for tighter communication and collaboration with external parties such as business partners and customers, IT has to provide the technical foundation for such integration. Web Access Management and Identity Federation are key technologies for that evolution. They enable organizations to manage access both from and to external systems, including cloud services, in a consistent way. Organizations have to move forward towards strategic approaches to enabling that integration, in support of the Extended and Connected Enterprise.
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access management, identity federation, it strategies, security, infrastructure
    
IBM
Published By: Cox Business     Published Date: Dec 19, 2016
In this white paper, we’ll look at Distributed Denial of Service (DDoS) attacks, why they pose a threat to hospitality networks, and how to protect against them. As we are expected to host more information on our network, we increase our risk for an attack that can shut down vital services or serve to support a malicious actor out to steal private data. Customers expect to be able do everything online, and won’t tolerate any interruption in service. This expectation inhibit a situation where an attacker is holds your web services hostage, and you have to choose between paying them off or apologizing to a lot of angry customers.
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Cox Business
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