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

Your customers expect effortless and personalized engagement across all their channels. Delivering exceptional customer service requires the platform, infrastructure, applications and resources to identify, route and switch interactions seamlessly between agents and channels, while keeping relevant data available throughout the customer journey. Download this paper to learn how to: • Transform single interactions into personalized customer journeys • Empower employees with the right set of tools, including a unified desktop • Quickly deploy new technologies, like blended artificial intelligence (AI), bots and virtual assistants to exceed your customers’ rapidly evolving expectations

Is Your IT Team Ready to Enable Digital Transformation? Customers want fast access to information and immediate problem resolution on any device, from any location, at any time. It’s up to IT to build the foundation for this digital transformation—and increasingly, it’s cloud-based. Make sure your IT team is on track to deliver. An omnichannel contact center platform gives you a single, integrated view of the entire customer journey. And as a cloud-based solution, IT has the flexibility to deploy advanced features fast and cost-efficiently. Read this white paper from Frost & Sullivan for a pragmatic approach to: • Identify process changes and goals with lines of business • Benchmark your current infrastructure and technology gaps • Consider cloud omnichannel solutions for easier deployments and simple scalability

Customer expectations have changed. Self-service options on the channels of their choice are a given. And when self-service is not enough, they want live agents who can step up and make it a seamless transition. Take a new approach to customer engagement today—or your customers won’t be back tomorrow.

Historically, upgrading your contact center solution was a costly endeavor. The Genesys® PureCloud™ solution breaks the mold with a three-year 571% ROI and payback in less than three months.

PureCloud was designed to simplify the way you manage customer relationships. It’s powerfully simple, fast and intuitive. But you don’t have to take our word for it. Get a better look at the benefits and tools of Genesys PureCloud in a new report by Nucleus Research. For their study, Nucleus examined past and current customer experiences, breadth of functionality and results of use.

Modern contact centers support a variety of digital channels—email, chat, co-browsing, social, video—over multiple digital touchpoints (web or mobile devices). What they lack is the ability to link interactions in a step-by-step journey to provide a personal, contextual experience for each customer. Download this eBook. Learn how you can: • Design a successful digital customer engagement strategy • Provide agents with a 360-degree view of the customer across all digital channels and voice • Deliver omnichannel experiences that are personalized, context-based, and low-effort

PureCloud was designed to simplify the way you manage customer relationships. It’s powerfully simple, fast and intuitive. But you don’t have to take our word for it. Get a better look at the benefits and tools of Genesys PureCloud in a new report by Nucleus Research. For their study, Nucleus examined past and current customer experiences, breadth of functionality and results of use. From rapid cloud deployment to rolling software updates, PureCloud enables best-in-class customer experiences today and well into the future. Read the full report to learn more about: • PureCloud tools like automated omnichannel routing, social channel management, outbound dialing, integration with other software and analytics and reporting. • Benefits of the platform such as lower costs, increased flexibility, improved time to value, and better workforce optimization. • Current customer success stories and the future of PureCloud.

In this report, Forrester reveals how order management systems (OMS) solve the omni-channel deficiencies of traditional systems, allowing retailers to orchestrate complex order processing scenarios - from the point of capture, through the supply chain, and to the point of fulfillment. Read the report today.

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.

Among all the trends and buzzwords currently shaking up the marketing industry, one concept is emerging as the one to watch: customer experience (CX). Providing individual customers with the best possible experience is becoming the top priority at the moment, even to the point where experience outshines product quality(!) as the main differentiator. This is confirmed by a recent Gartner1 survey, in which 86 percent of participating companies listed customer experience as the main factor for gaining a competitive advantage, compared with merely 36 percent in 2012.

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.

Expectations for dramatically improved customer experiences (CX) are driving retail investments in omnichannel technologies that provide competitive differentiation beyond core products and services. As retailers pursue more advanced capabilities, artificial intelligence (AI) technologies provide innovative opportunities for retail marketers. It is, therefore, mission-critical for retail decision-makers to understand how ready their organizations are to embrace AI technologies with the potential to propel them forward as industry leaders.

Omnichannel is not just another buzzword to ignore. It’s a marketing objective, and if you don’t have a strategy in place, you’re already behind the curve; not only is it important, it also takes time. There is no omnichannel switch to throw, no simple button to push. A sound omnichannel approach must be built step by-step, and for many companies it all starts with email. Omnichannel excellence can be achieved through an email-first (not an email-only) approach, and for many companies, there is no better place than the email channel to begin building unified customer profiles and constructing your omnichannel empire.

What you'll learn: • Why batch-and-blast email is losing its effectiveness and the email techniques to replace it. • How techniques like user-generated content and the mining of unstructured data can boost email effectiveness. • What artificial intelligence is offering today – and what it could offer years from now. • How omnichannel merchants can leverage physical locations as part of their online strategy.

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.

Contact center infrastructure vendors continue to expand their solution offerings to include broader feature sets, including omnichannel routing, and alternative delivery models. Companies should evaluate vendors' technology and ability to deliver in relevant regions.

This RSR custom research report explores the impact of omnichannel methods on merchandising, marketing and the supply chain; specifically, what analytical capabilities address the challenges that omnichannel selling and fulfillment pose for retailers. Consumers today routinely begin their shopping journeys online, but complete their purchases in nearby stores, in their “home” stores or delivered directly to their doors. Retail analytics enables organizations to capture data from their customers' journeys. Retailers that successfully deliver relevant omnichannel experiences while gaining a more sophisticated understanding of demand (where and how it is initiated) will enhance their brands’ value and create compelling and profitable customer relationships.

Choosing the right technology to design and orchestrate customer engagement across all digital channels and voice is key to delivering on customer expectations for effortless omnichannel experiences.

According to a recent study, “76 percent of marketers said marketing had changed more in the last two years than in the previous fifty.”1 From apps like Uber and Airbnb that reengineer entire markets to mobile, omnichannel commerce, virtual reality, and the Internet of Things, marketing is being built anew.

Read Forrester's inaugural Wave for Omnichannel Demand-Side Platforms to learn why Adobe is a leader. Adobe Advertising Cloud received top scores in product strategy and digital ecosystem footprint, and achieved the highest scores in 14 criteria.

In our 36-criteria evaluation of omnichannel demand-side platform (DSP) providers, we identified the 11 most significant ones — Adform, Adobe, AOL, AppNexus, DataXu, Google, MediaMath, Rocket Fuel, The Trade Desk, Turn, and Viant — and researched, analyzed, and scored them. This report shows how each provider measures up and helps marketing professionals make the right choice.

According to a recent study, “76 percent of marketers said marketing had changed more in the last two years than in the previous fifty.”1 From apps like Uber and Airbnb that reengineer entire markets to mobile, omnichannel commerce, virtual reality, and the Internet of Things, marketing is being built anew.

How Lowe’s, a Fortune 50 retailer, transformed into a omnichannel commercial success with digital performance management. In this case study, learn how Lowe’s transformed into a performance culture and delivered: Over USD$1 billion in eCommerce sales driven with growth in traffic and conversion Slashed average page load speed by half Correlated site performance with sales impact using predictive analytics Established data-driven decision making for increased customer focus and revenue

SugarCRM has leveraged IBM and other strategic partnerships to broaden its omnichannel appeal to enterprises, making Sugar a strong alternative to Salesforce.com, Microsoft, Oracle and SAP. Learn how SugarCRM's four-pillar strategy enables businesses to create extraordinary customer experiences.