The Future of Customer Experience: Five Essential Trends is part of a series examining life and
business in the 21st Century. SAP Center for Business Insight worked with more than a dozen
industry experts to answer these and other questions, uncovering five trends that will determine
the customer experience over the next decade. This report examines each of these trends and
offers recommendations for how brands should respond now to prepare.
Download this asset to learn the volume and variety of data available today is creating new opportunities to improve your customers’ lives – from personalized recommendations to targeted advertising and intelligent services.
Sponsored by: HPE and Intel®
Published By: DocuSign
Published Date: Mar 23, 2016
Today, more than ever, the customer is at the center of business. Armed with more choice and ultimately more power, customers expect businesses to deliver entirely satisfying, customer-centric experiences throughout the sales cycle. Whether you sell to businesses or consumers, customers are accustomed to one-click purchasing, full mobile access, and social media-driven recommendations, and they are demanding a similar experience of all companies they do business with. With eSignature & Digital Transaction Management (DTM) solutions from DocuSign you can provide that experience, allowing customers to transact with you on their terms while reinforcing your modern reputation.
Charles Schwab understands that customers make their best marketers, acquiring 40% of its new business through customer referrals. Charles Schwab shares best practices for financial services organizations to use in their decision to invest in social.
Large gaps and loss of productivity challenge the value, agility and cost of IT across the globe. “Exploring Business and IT Friction: Myths and Realities,” outlines key issues that cause friction between business users and IT, such as:
• Gaps in customer satisfaction and the perceived value of services
• Inadequate IT support, which decreases productivity and revenue
• Lack of communication and ownership in how business users and IT work together to identify service levels and technology needs
See what 900 business and IT professionals had to say and get recommendations for change.
Learn what users are saying about the flash solution from NetApp, Pure and Dell EMC. The user feedback covers key evaluation criteria, deployment experience, customer service, technical support and peer recommendations.
"Agility, customer experience and headless commerce are key features in the next wave of digital commerce platforms, as application leaders guiding B2C, B2B and B2B2C organizations try to keep pace with the digital economy. Read this report to learn:
- Key findings and recommendations for digital commerce and application technology leaders
- Critical capalities for a modern digital commerce platform
- Evaluation and rating of 21 digital commerce vendors"
Enterprise applications are the lifeblood of IT. We rely on them for everything from optimizing manufacturing to tracking customer satisfaction. This paper examines the criteria for selecting flash storage in support of enterprise applications and makes recommendations based on the strengths of each flash system. Explore how to align enterprise application performance, management, and growth with business priorities through the use of connected flash storage systems.
"With the introduction of Oracle Database In-Memory and servers with the SPARC S7 and SPARC M7 processors Oracle delivers an architecture where analytics are run on live operational databases and not on data subsets in data warehouses. Decision-making is much faster and more accurate because the data is not a stale subset. And for those moving enterprise applications to the cloud, Real-time analytics of the SPARC S7 and SPARC M7 processors are available both in a private cloud on SPARC servers or in Oracle’s Public cloud in the SPARC cloud compute service.
Moving to the Oracle Public Cloud does not compromise the benefits of SPARC solutions. Some examples of utilizing real time data for business decisions include: analysis of supply chain data for order fulfillment and supply optimization, analysis of customer purchase history for real time recommendations to customers using online purchasing systems, etc.
Published By: Monetate
Published Date: Oct 12, 2018
Product recommendations are a proven way for marketers to drive sales, boosting the revenue potential of every
shopping experience and increasing customer engagement overall. However, most current recommendations tools
have not kept up with the level of personalisation that customers have come to expect, and they often fall short of
the precision that marketing teams need to create meaningful business impact. It may be time to reevaluate whether
your solution is doing all it can to meet the needs of your customers and your team.
Published By: LogMeIn
Published Date: Jan 03, 2013
In this whitepaper, BoldChat® - with thousands of customers across 70 countries - shares analytic techniques, reporting recommendations and realistic timelines for implementing a pro-active chat program. Read on to learn more!
As business requirements drive the need for a hybrid cloud strategy, companies must determine how best to run their applications and manage their data—whether in their private data center, near the cloud, or in the cloud. Hyperscale cloud providers offer excellent flexibility by allowing customers to buy raw resources in a consumption model by the hour. NetApp® has released a new way of deploying the cluster Data ONTAP® operating system that runs on hyperscale resources, that when combined with NetApp Private Storage for Cloud, offers customers superior choice in how they manage their cloud storage.
Published By: Curalate
Published Date: Aug 16, 2017
Digital technology has completely
changed how we discover products, engage with brands and share our
experiences with others. Amazon revolutionized customer feedback
and product reviews. Social media transformed the way people share
word-of-mouth recommendations, connecting shoppers to off-the-cuff
opinions, compelling visual content and real-life experiences from peers
and influencers they follow and admire. Sure, TV, radio and print ads are
still part of the mix but they hardly carry the same weight as they did in
years passed. This statistic speaks volumes: 92% of consumers trust
peer recommendations over branded advertising. With the advent of
social media and digital technology, brands have a powerful new tool
at their disposal that brings word-of-mouth to the masses: usergenerated
Read this white paper to discover how predictive analytics and cognitive commerce make it possible to get instant access to integrated information and actionable insights so you can deliver superior-and profitable-interactions with customers. You'll learn: What it takes to uncover hidden trends and explore relationships across disparate data sources using natural language queries Ways to use in-depth insight to create highly relevant campaigns and content that's aligned with individual customer behaviors and preferences How to take product recommendations to new levels of accuracy with pinpoint prediction and targeting.
Published By: Genesys
Published Date: Feb 21, 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.
Published By: Datastax
Published Date: May 15, 2017
The customer is no longer king – she’s ruler, dictator, and autocrat. What’s clear is that the old paradigm of “customer service” is out and the new paradigm of customer experience is in. But companies are being too slow to capitalize on technology to improve customer experience. Read this new commissioned thought leadership paper conducted by Forrester Consulting on behalf of DataStax to learn why real-time data should be driving your customer experience decisions, why customer obsession is an imperative for success, why most companies are still missing the mark with CX, and six key recommendations to get your CX engine running.
Published By: CheckMarx
Published Date: Apr 03, 2019
As new code deployments accelerate through wider adoption
of DevOps methodology, maintaining software security is
crucial to you and your customers. Is your software security
program up to the challenge? If you’re not getting the most out
of your software security program, our security experts may be
able to diagnose your difficulties. We’ve created a list of specific
recommendations on how to improve your program for better,
faster results. We present to you “How to make your software
security program successful: 10 Essential Best Practices.”
Securing web applications in the AWS cloud environment relies on the cloud service provider and the customer working
together in a shared responsibility model. Effective security for web applications on AWS requires full visibility into the
environment in which the apps live, while also proactively monitoring for attacks without causing delays in application
development and delivery. For some customers this may be a challenge due to limited personnel resources or expertise.
This is where Alert Logic can help. We will automatically show you why, where, and how to respond to vulnerability
findings and provide you with short- and long-term recommendations to stop active attacks.
To help guide the way, following are key considerations for providing sound web application security running on the AWS
Both are fueled by a drive for progress, for pushing
boundaries and advancing the status quo. In these fields,
new trends are like a currency. Keeping ahead of the
next big trend means being aware of the next big seller
and allocating all the right resources – fashion design,
manufacturing, and marketing – for maximum impact.
Miss the hype and the next fashion season is bound to
hurt the bottom line.
New trends are also important to marketers because
owning a new trend is a way to differentiate in today’s
fast-moving digital landscape. It’s a way to stand out
from the pack by investing strategically in the right
approaches and technologies at the right time, then
reaping the benefits organically by leading where others
follow. Naturally, making these decisions requires a bit
of trial and error. Nobody has a magic crystal ball that
guarantees success. But as a rule of thumb, the companies
winning in digital marketing are the ones willing to
adopt new technologies while keeping an sharp.
What does it take to be relevant today? In the era of hyper-connectivity, consumers
have become entitled, demanding more control over their experiences and
expecting that marketers use data and insights to create a seamless, relevant brand
experience. Research shows that communications containing relevant information
and offers are the best drivers of brand loyalty and conversions
Context can make or break the communication – and, ultimately, the relationship – between
a consumer and a brand. Today’s consumers expect relevant communications that speak
directly to their needs in the moment. We have the technology today to deliver such messages –
but there are significant barriers to developing relevant, contextual programs of this kind.
Some of the development challenges represent new versions of old challenges. Take data as an
example: it has always been hard to harness data from different sources and to leverage insights in
real time. But today, there are additional opportunities – if not expectations – for marketers to use
contextual data to better reach and engage customers through the optimal channel(s).
At Amazon, we’ve been investing deeply in AI for more than 20 years. Machine learning (ML) algorithms drive many of our internal systems, and have formed the core of our customers' experience —from the path optimization in our fulfillment centers, and Amazon.com’s recommendations engine, to Echo powered by Alexa, and our new retail experience, Amazon Go.
Our mission is to share our learnings and ML capabilities as fully managed services, and put them into the hands of every executive, developer, and data scientist.
FIGHT THE FOMO! MAKE SURE YOU CHOOSE THE RIGHT MOBILE ENGAGEMENT VENDOR
You've been tasked with evaluating mobile engagement vendors. Now what?
Be sure you’re asking the right questions. We’ve gathered questions 14 key areas to ask vendors based on a few data sets — high-level thoughts from analyst firms like Forrester, the best questions prospective customers ask us, what we wish customers in certain verticals would ask, and more. It's thorough and it’ll give you a solid, informed place to start.
Download the RFP template and get:
? A comprehensive list of 150+ questions in 14 key areas — and the business reasons behind asking them
? Recommendations for vertically-specific questions to ensure you’re including what’s most critical to getting your needs met
Published By: Workday
Published Date: Sep 14, 2018
Customer insight professionals won’t want to miss this Forrester report on professional services automation (PSA) tools. See how Workday and other vendors perform when it comes to functionality, vertical market focus, and more. Read the report to get an overview of 17 PSA providers, along with recommendations to help you find a vendor that fits your firm's needs.