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Published By: Microsoft     Published Date: Mar 23, 2018
Expectations for Customer Service continue to rise around the globe. 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 are rewarded with higher rates of customer retention and loyalty. The Microsoft 2017 State of Global Customer Service survey polled 5,000 people from Brazil, Germany, Japan, the United Kingdom and the United States. We continue to find commonalities along with distinct differences between locals. And though people in all age groups are embracing new digital trends, millennials especially are shaping the way brands need to think about the future of customer service engagement.
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Microsoft
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.
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Optimizely
Published By: Carbon Black     Published Date: Apr 10, 2018
For decades, the financial services industry has endured constant change and uncertainty, from the depths of a financial crisis to widespread regulation overhauls. With the advent of more advanced cybersecurity threats, the industry has responded with rapid digital transformation to remain competitive while also pushing the envelope. Today, managing and mitigating cyber-related risks not only draws government scrutiny, but increased consumer scrutiny as well, with longstanding brand reputations anchored to institutions’ ability to protect its most sensitive data. In a recent survey of Americans, financial information was considered by consumers to be their most valuable personal information, worth even more than personal or family photos and videos. For consumers, failing to protect their data is a grave violation of trust, to the point where 72% would consider leaving their current financial institution if their sensitive information was taken hostage by ransomware.1 Not only does the
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Carbon Black
Published By: Group M_IBM Q1'18     Published Date: Feb 20, 2018
Learn how Watson Content Hub can help you build a consistent brand and win the hearts of your customers.
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digital experience, watson content hub, brand
    
Group M_IBM Q1'18
Published By: OracleSMB     Published Date: Jan 04, 2018
Growing companies need to hire and retain great employees. Survey after survey attributes keeping the right people in the right jobs with company longevity and profitability. However, with limited resources and low brand recognition, small and medium-sized businesses find it hard to compete. And they can’t afford hiring missteps or high levels of turnover. Therefore, you need act—now—to start adding value with every hire. Technology can help you recruit and retain the right way.
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OracleSMB
Published By: LogMeIn     Published Date: Feb 27, 2018
When Facebook released their bot feature, M, the virtual assistant living inside their Messenger platform, it was billed as the next generation of how people connect and interact with the internet. Since then, over 18,000 companies have created their own branded chatbots with the help of Facebook’s platform. Never ones to miss out on a trend, Microsoft, Google and Apple have all been hard at work developing their own integrated chatbot features. Brands of all shapes and sizes, from American Express to 1800-Flowers to Domino’s Pizza, all have their own chatbots, proving the versatility of the concept. As Microsoft CEO Satya Nadella said at the 2016 Build conference, “As an industry, we are on the cusp of a new frontier that pairs the power of natural human language with advanced machine intelligence.”
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LogMeIn
Published By: Trustpilot     Published Date: Apr 11, 2018
In a survey of over 900 US and UK companies, Trustpilot compiled results from finance companies among the respondents to learn which initiatives they consider most important, what their 2018 priorities are, and whether or not trust plays a role in their business strategy. Trustpilot also conducted a global consumer poll throughout the month of January 2018 on Trustpilot.com to learn more about customers’ expectations when it comes to the finance industry, receiving over 15,000 responses. Those survey results provided a more detailed understanding of whether finance companies’ priorities are aligned with consumer expectations, while also getting a clearer picture of how trust and reputation should be approached. At the end of this report, in addition to the findings, recommendations are provided to finance companies based on the survey findings and analysis.
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trustpilot, finance, consumer expectations, business strategy, brand management, online reputation, consumer loyalty
    
Trustpilot
Published By: Selligent Marketing Cloud     Published Date: Mar 07, 2018
The General Data Protection Regulation – or GDPR – is a European Union (EU) law that protects the rights of individuals with respect to their data. Adopted as an EU law in April 2016, organizations that hold data about any resident of the EU must be compliant by May 2018. With attention-grabbing fines of €20 million or 4% of global annual turnover, GDPR commands attention at the highest levels. And despite the “legalese” that compliance suggests brands utilize, the brands that balance legal compliance with a human approach will turn GDPR to their advantage. This white paper provides a series of actions you can take to make the most of GDPR to both enhance your customer relationships and mitigate risk.
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data driven marketing, gdpr, compliancy, data privacy, customer data, omnichannel, multichannel, automation, loyalty, crm, marketing, personlisation, campaign management, customer marketing, retention marketing, marketing cloud, marketing solution, marketing platform, artificial intelligence, prediction learning
    
Selligent Marketing Cloud
Published By: Selligent Marketing Cloud     Published Date: Mar 07, 2018
20% of customers will be responsible for 80% of profit – or so says The Pareto Principle, also known as the “rule of the vital few.” So, while marketers are trying hard to increase market share, they should be equally (or even more) concerned about nurturing the customer relationships they already have. That means finding ways to strengthen bonds with your best customers and figuring out how to turn good customers into better ones. Personalization, truly helpful support, data-driven contextual marketing, re-engagement strategies, gamification… There’s an almost overwhelming number of options out there, each touted as your golden key to an enduring bond with your users. In the pages that follow, you’ll learn about five strategies to drive engagement and retention with actionable tips from Selligent clients – top brands that are at the forefront of creating and sustaining customer loyalty.
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customer engagement, marketing strategy, customer retention, omnichannel, multichannel, automation, loyalty, crm, marketing, personlisation, campaign management, customer marketing, retention marketing, marketing cloud, marketing solution, marketing platform, artificial intelligence, prediction learning, product recommendation
    
Selligent Marketing Cloud
Published By: Moxie     Published Date: Feb 08, 2018
You’ve worked hard to build your brand—to understand who your customers are, to convey a compelling message that draws them into your site, and to create engaging content that keeps them there. At the most critical point in the sales process, seize the opportunity to communicate directly with your number one lead at the height of their decision and use this checklist to make that possible.
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mobile, commerce, checklist, intent, customer, metrics, ecommerce
    
Moxie
Published By: Sprinklr     Published Date: Mar 13, 2018
"With consumers increasingly flocking to social to talk to (and about) brands, it’s crucial for brands to think about social in a smart, tactical way. In this paper, Sprinklr and IBM partner to explore the full impact of social media on the business. *This is a joint effort by Sprinklr and IBM Watson Marketing. To learn more about IBM Watson Marketing, visit ibm.com/watson/marketing"
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Sprinklr
Published By: Sprinklr     Published Date: Mar 13, 2018
"It’s more important than ever for brands to have comprehensive social media technology at their disposal. Simply buying a new solution, however, is just the beginning. Today’s brands must deploy social media software so that it allows the highest possible return on investment, empowers them to capture new opportunities, and manage the risks inherent in social media."
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Sprinklr
Published By: Sprinklr     Published Date: Mar 13, 2018
"Customer experience is the new battleground: 89% of organizations compete primarily on experience, and 95% tell others about a bad experience. To help brands compete in this new world, we spoke with 17 experts about the current state of customer experience and ways that brands can make – and keep – their customers happy. "
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Sprinklr
Published By: Sprinklr     Published Date: Mar 13, 2018
"In 2017, brands spent 98% of their time and resources trying to find customers, and only 2% actually taking care of their customers. In a world where customers are connected, empowered, and in control, brands need to rethink what’s important. Customer care, once the begrudged “cost center,” is becoming a top priority. In this whitepaper, Sprinklr partners with leading customer care executives to discuss the role of people, process, and technology in driving change."
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Sprinklr
Published By: HotSchedules     Published Date: Feb 06, 2018
What could you be saving by implementing a learning management system? This guide will show you the provable return on investment in an eLearning strategy; how an LMS can help your business lower print costs, reduce employee turnover, positively impact sales, and much more. Whether you’re exploring the marketplace or building out your business case for online learning, this guide has the information you want. As you prepare to move to a new LMS consider Clarifi Talent Development, the learning and performance management system designed for today’s workforce. It is the choice for leading brands like Brinker, Newk’s and Subway. Unfortunately, many business owners either fail to see the value in ongoing training or don’t have the budget for it. Competition is fierce, margins are tight and learning programs can fall by the wayside. Sometimes the tried and true methods still get the job done. But all too often, on-the-job training is unengaging, expensive and inefficient.
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market, training, onboarding, restaurants, employee
    
HotSchedules
Published By: HotSchedules     Published Date: Feb 06, 2018
Moving from doing all your training on paper and in person to an online learning management system can be a daunting task. And switching from one LMS to another is a great time to reevaluate your program. But where to start? This ebook breaks it down in to six steps you can take internally to help you prepare to make the jump and launch a successful elearning program. As you prepare to move to a new LMS consider Clarifi Talent Development, the learning and performance management system designed for today’s workforce. It is the choice for leading brands like Brinker, Newk’s and Subway.
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online, training, onboarding, employee, management, lms
    
HotSchedules
Published By: Marketo     Published Date: Mar 22, 2018
The Engagement Economy—the reality that we consume and market in today—is a new era where everyone and everything is connected. And in this reality, consumer expectations have shifted to require more from the brands they buy from—they seek a personal relationship that offers them value wherever they are and whenever they are ready to engage. As the Engagement Economy matures, marketers must rapidly transform their strategies, methods, and tactics in order to stay relevant. The State of Engagement offers insights on engagement from over 2,000 global consumers and marketers. Download The State of Engagement to explore how: Consumers feel marketers are faring in making them feel wanted, understood, and connected to their brands Marketers and their organizations are engaging their consumers, employees, and partners Marketers can address the gaps between their activities and consumer perception
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Marketo
Published By: Marketo     Published Date: Mar 22, 2018
Words like “brand advocate” and “engagement” can sound squishy and could lead you to believe any potential gains from this new way of marketing will be intangible. That is not the case. Download these slides to understand the real—and substantial—financial benefits that can come from moving to engagement-focused marketing.
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Marketo
Published By: Velaro     Published Date: Jul 09, 2014
Application downtime impacts everyone. This paper provides best practices for communicating application downtime to end-users in a manner that maintains - or can even improve- your organization's credibility and brand image. Learn what to do and what not to do in this informative white paper.
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Velaro
Published By: Ounce Labs, an IBM Company     Published Date: Dec 29, 2009
Countless studies and analyst recommendations suggest the value of improving security during the software development life cycle rather than trying to address vulnerabilities in software discovered after widespread adoption and deployment. The justification is clear.For software vendors, costs are incurred both directly and indirectly from security flaws found in their products. Reassigning development resources to create and distribute patches can often cost software vendors millions of dollars, while successful exploits of a single vulnerability have in some cases caused billions of dollars in losses to businesses worldwide. Vendors blamed for vulnerabilities in their product's source code face losses in credibility, brand image, and competitive advantage.
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source code vulnerability testing, independent model, centralized model, distributed model, software development life cycle, source code scanning, application security, source code security testing
    
Ounce Labs, an IBM Company
Published By: Context Optional     Published Date: Mar 09, 2010
If you're a brand marketer or digital agency looking to amplify your social marketing initiatives this year, this document will guide you through the growing world of Facebook apps. Today, there are more than 500,000 active applications on Facebook, but of these only 250 applications have more than one million monthly active users. You've downloaded this guide because you recognize that marketing today means creating a two-way dialogue with your customers.
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context optional, social media, facebook, social networking, social applications, social marketing, email newsletters, social media marketing
    
Context Optional
Published By: Microsoft Azure     Published Date: Apr 10, 2018
Prepare your business for the future of customer service. In a world where price and product can easily be matched, customer experience has become a key brand differentiator. It’s never been more important to understand customer expectations, perceptions, preferences, and trends. The 2017 Microsoft State of Global Customer Service report found that customer service impacts brand choice and loyalty for 96% of consumers around the globe. The 32-page report offers insights from 5,000 survey participants. Learn how you can stay ahead of the competition and earn customers for life with intelligent customer service. Find trend details and actionable data on: The growing importance of service in a customer’s choice of or loyalty to a brand The most important aspects of a good customer service experience The most frustrating aspects of a poor customer service experience Expectations of the millennial customer segment Channel preferences based on geography Customer expectations for self-serv
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Microsoft Azure
Published By: Microsoft Azure     Published Date: Apr 10, 2018
For sales organizations, customer engagement is about more than touchpoints—it’s about everything that happens in between personal and digital encounters. Customer engagement requires an organization-wide commitment to creating meaningful connections, building relationships, and nurturing those relationships to establish trust and keep your brand topof-mind.
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Microsoft Azure
Published By: Engagio     Published Date: Feb 05, 2018
Be the first to read Engagio’s brand-new guide that tells you everything you need to know about ABM Analytics. We’ll cover: Great Marketing, Great Marketing Analytics Account Based Analytics Are Different 3 Styles of ABM A Framework for ABM Measurement Journey and ROI Analytics 6 Attribution Models The New Metrics for ABM And more! The Clear & Complete Guide to ABM Analytics is your guide to becoming a world-class B2B marketer!
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Engagio
Published By: StrongMail     Published Date: Sep 08, 2010
With more than 500 million active users, Facebook can be an extremely effective channel for engaging customers around your brand. However, before you rush out to build a fan page, you need to first understand the best way to interact with them based on conversations about your brand that are already happening on the social web.
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strongmail, email, facebook, channel, social networking, crm solutions/software, customer experience/engagement, mobile marketing, online video marketing, social media marketing
    
StrongMail
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