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...
Published: Apr 05, 2018
Field service management teams want to keep costs down, while improving their customer service relationships.
This can be hard for organisations in any industry—often, reducing costs hurts customer relationships—but IoT provides a way for field service organisations to achieve this goal.
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Published: Jan 12, 2018
Field service management teams want to keep costs down, while improving their customer service relationships.
This can be hard for organisations in any industry—often, reducing costs hurts customer relationships—but IoT provides a way for field service organisations to achieve this goal.
Download...
Published: Jan 12, 2018
In our 35-criteria evaluation of sales force automation (SFA) providers, we identified the 10 most significant ones — bpm'online, CRMNEXT, Infor, Microsoft, NetSuite, Oracle, Pegasystems, Salesforce, SAP, and SugarCRM — and researched, analyzed, and scored them.
This report shows how each provider...
Published: Apr 04, 2018
The vast increase in dark data—all of the unstructured data from the Internet, social media, voice and information from connected devices—is overwhelming many executives and leaving them completely unprepared for the challenges their businesses face.
The smartest executives focus on making sense of the...
Published: Oct 30, 2017
Marketing leaders will find a host of new vendors in this year's Magic Quadrant for multichannel campaign management. Vendors are focused on integrating machine learning, personalization and ad tech capabilities into big data foundations for deeper customer engagement.
Download now to learn more!
Published: Oct 30, 2017
Sales organizations are undergoing a paradigm shift, driven by digital transformation, to deliver meaningful customer engagement.
Organizations are advancing beyond agent productivity and capitalizing on technology’s ability to deliver key insights and predictive analytics that can unlock revenue growth. ...
Published: Feb 15, 2018
In the fast-moving digital world, even experts have a hard time assessing new ideas. Case in point: At Bing a small headline change an employee proposed was deemed a low priority and shelved until one engineer decided to do a quick online controlled experiment—an A/B test—to try it out. The test showed that...
Published: Apr 12, 2018
Customers want, demand and quite frankly expect a cross-channel experience where they receive essentially the same message across all of those same channels.
In this particular guide, we’ll discuss some ways to remove any friction B2C marketers may be having as it relates to delivering a cross-channel...
Published: Feb 01, 2016
Sales teams work so hard, they can burn out quickly. It’s tough when customer contacts, sales goals, productivity tools, and social networking are all separated and siloed.
Instead of working in separate systems that make day-to-day selling complex, you can help simplify the way your sellers work. And empower...
Published: Feb 15, 2018
Forrester forecasts cloud subscription revenues to grow overall by 22% in 2016. This is a result of businesses becoming increasingly comfortable with moving critical systems to the cloud, due to cloud experience and exposure. The benefits of cloud computing have become mainstream and so have cloud contact centers.
...
Published: Jul 26, 2017
Every business plans, but not every business excels. What separates the thriving businesses from the average ones is how well they create, execute, and adjust their plans as conditions change. The ability to connect planning capabilities across the business is the essence of Integrated Business Planning (IBP).
This...
Published: Sep 29, 2017
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...
Published: Jan 12, 2018
B2B e‑commerce is experiencing hyperbolic growth, and marketplaces are the main driver of this revolution. Several factors explain this migration of B2B buyers towards e-commerce.
In businesses, the increasingly natural digital behavior of new generations is driving them to replicate their personal purchasing behavior...
Published: Apr 04, 2017