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Published By: Genesys     Published Date: Jun 13, 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. Forrester Research has identified 10 customer service trends in 2018 for AD&D and others who support customer service. Before you strategize on improving your quality of service, read this Forrester Report by Vice President and Principal Analyst Kate Leggett. You’ll learn which investments are critical and the advantages of: • Focusing on context and inquiry type to deliver the best customer experience • Using automation and AI to uncover new revenue streams and transform operations • Exploring new labor models to maximize human connections in a digital world
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customer service, ease, effectiveness, automation
    
Genesys
Published By: Genesys     Published Date: Feb 12, 2019
To remain competitive in an increasingly customer-centric world, mid-sized organizations are undergoing digital transformations of their contact centres. IDC surveyed companies in 27 countries globally, including companies from Europe, Middle East and Africa (EMEA), to examine the current market dynamics of cloud-enabled customer service environments. Eighty-five percent of the respondents fell within the small to mid-sized category with contact centres with 300 seats or fewer. Get this paper to access complete survey results for EMEA and to gain key insights including: Nearly 65% of respondents in EMEA already use or are in the process of implementing cloud-based contact centre solutions Only 13% of respondents in EMEA indicated that they currently are using a public cloud environment, the lowest among all geographies worldwide Drivers, benefits and challenges for adopting cloud contact centre technology
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Genesys
Published By: Genesys     Published Date: Feb 12, 2019
To remain competitive in an increasingly customer-centric world, mid-sized organizations are undergoing digital transformations of their contact centres. IDC surveyed companies in 27 countries globally, including companies from Europe, Middle East and Africa (EMEA), to examine the current market dynamics of cloud-enabled customer service environments. Eighty-five percent of the respondents fell within the small to mid-sized category with contact centres with 300 seats or fewer. Get this paper to access complete survey results for EMEA and to gain key insights including: Nearly 65% of respondents in EMEA already use or are in the process of implementing cloud-based contact centre solutions Only 13% of respondents in EMEA indicated that they currently are using a public cloud environment, the lowest among all geographies worldwide Drivers, benefits and challenges for adopting cloud contact centre technology
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Genesys
Published By: Genesys     Published Date: Feb 12, 2019
To remain competitive in an increasingly customer-centric world, mid-sized organizations are undergoing digital transformations of their contact centres. IDC surveyed companies in 27 countries globally, including companies from Europe, Middle East and Africa (EMEA), to examine the current market dynamics of cloud-enabled customer service environments. Eighty-five percent of the respondents fell within the small to mid-sized category with contact centres with 300 seats or fewer. Get this paper to access complete survey results for EMEA and to gain key insights including: Nearly 65% of respondents in EMEA already use or are in the process of implementing cloud-based contact centre solutions Only 13% of respondents in EMEA indicated that they currently are using a public cloud environment, the lowest among all geographies worldwide Drivers, benefits and challenges for adopting cloud contact centre technology
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Genesys
Published By: Google Analytics 360 Suite     Published Date: Sep 05, 2017
Today’s meandering customer journeys take place over multiple channels and devices. Each interaction creates a stream of digital information, leaving marketers with a growing pile of data. But, with data seemingly everywhere, why are so many marketers still feeling like there’s not a drop to drink? Leaders Have a Data Strategy and Enable More Teams with Data In this research report from June 2017, Econsultancy surveyed more than 700 marketing and analytics executives at consumer brands to better understand how data factors into marketing strategy — and daily decision making. Two-thirds of leading marketers — those who outperformed their top business goal — say they currently have a documented data and analytics strategy. In this report, you’ll also learn how leaders have built data-driven cultures and why they are more likely to use: digital analytics to optimize user experience in real time audience-level data to personalize customer experience customer-level data to segment a
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Google Analytics 360 Suite
Published By: Rosetta Stone     Published Date: Jul 05, 2017
In global, multicultural organizations, simply expecting all employees to speak one common language, such as English, marginalizes the potential impact of international talent and leaves monolingual staff ill-equipped to help the organization compete effectively in a globalized environment. In an increasingly global economy, U.S. companies will perform better by hiring individuals who can communicate in foreign languages and helping current employees develop language skills. Forbes Insights, in conjunction with Rosetta Stone, surveyed more than 100 executives at large U.S. businesses (annual revenues of more than $500 million) and found that language barriers have a broad and pervasive impact on business operations. The survey found that foreign language skills will be even more vital in the future and that language abilities can help executives advance their careers, speed overseas expansion, and boost corporate—as well as personal—success.
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Rosetta Stone
Published By: Rosetta Stone     Published Date: Jul 05, 2017
The top clients of enterprise language learning companies consist of global companies that recognize the value of multilingual employees. While companies understand the necessity of language learning, there is room for improvement in incorporating language learning into corporate culture. This report looks at what companies are doing in the realm of language learning, to understand what best-in-class organizations are doing, and to provide businesses aspiring to be truly successful on a global stage with strategies for incorporating language learning into their business model. Forbes Insights and Rosetta Stone surveyed 214 executives around the globe to find out if and how companies are training their employees to speak and work in more languages and what impact that training has on both the employees and the company. In addition, the narrative is rounded out with in-depth interviews with executives and experts.
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Rosetta Stone
Published By: Sprinklr     Published Date: Sep 28, 2017
"The Harvard Business Review recently surveyed 600+ executives from the world's biggest companies to uncover their customer experience strategies. The survey reveals that customer experience is vital for business success, and establishes social media as the foundation for customer experience. "
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customer service, customer experience, customer retention, voice of the customer, social customer service, social customer care, customer care
    
Sprinklr
Published By: ThousandEyes     Published Date: Nov 17, 2016
Demand for benchmarking of monitoring KPIs and metrics is on the rise. While monitoring tools look to deliver more consistent and standardized means of comparison, approaches vary. I&O leaders must determine key criteria and considerations when identifying tools to meet this growing requirement. Download now to learn more!
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ThousandEyes
Published By: Zebra Technologies     Published Date: Jun 21, 2017
Redefining supply chain automation in the age of digital technology. Download now to learn more!
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Zebra Technologies
Published By: Zebra Technologies     Published Date: May 03, 2018
Consumers equipped with smartphones expect fast, convenient and uniquely relevant shopping experiences in store and online. As a result, one-third of shoppers are not satisfied with the in-store experience, turned off by everything from chronic out-of-stocks to cookie-cutter products and marketing messages that speak to the masses, as opposed to them as individuals. In turn, retailers are empowering front-line associates with tools designed to add newfound conveniences, such as locating inventory without having to leave a shopper’s side, to texting them curated product offers based on in-store and online buying patterns and preferences These are just a few of the insights found in Zebra’s 10th annual shopper study, which surveyed nearly 7,500 consumers from North America, Latin America, Asia-Pacific, Europe and the Middle East to gain a deeper understanding of shopper satisfaction and retail technology trends that are reshaping brick-and-mortar and online stores.
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retail, mandate, shopper, vision, zebra, consumers
    
Zebra Technologies
Published By: Kronos     Published Date: Sep 24, 2018
How retail associates feel about their workplace is more critical than ever to sales, brand image, and customer satisfaction. That’s why retailers who want to stay competitive and relevant to shoppers are using workforce management technology to engage their employees for success. RIS News recently surveyed senior retail executives to learn their views on the value of employee engagement and what they’re doing — or not — to leverage it for stellar business results.
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Kronos
Published By: Entelo     Published Date: Sep 06, 2017
We searched high and low to find every top recruiting and HR conference happening around the world between July and December of 2017. From London and Omaha, to Amsterdam and San Francisco, you'll find nearly 100 events to choose from. Inside you’ll find actionable intel to help you make informed, decisions about which conferences and events best fit your professional goals and organizational imperatives, including: The full rundown on conferences and meetups happening through the end of 2017, focused on recruiting, human resources, talent management, diversity and inclusion, and more Dates, locations, and cost breakdowns to make planning a cinch Keynote speakers and interesting sessions that we’ve got our eyes on Recommendations on who should attend each conference Which events Entelo will be attending, sponsoring or presenting Download your copy of the Ultimate Guide to start planning where you're headed this Summer and Fall!
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Entelo
Published By: Insight Software     Published Date: Oct 19, 2018
There’s no denying that the world has been rocked on its side by some incredible technological advances that have drastically altered how we live and work. Cellular phones have evolved from bulky handsets in carry bags to sleek devices that do practically everything. In 2017, 46 percent of surveyed Americans said they use digital voice assistants such as Google Home or Amazon Echo, with 56.3 million more smart speakers predicted to ship in 2018. In manufacturing and business, we’re at a point of unprecedented automation. Machines have taken over a vast number of tasks, including those once thought undoable by machine.
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Insight Software
Published By: Reputation.com     Published Date: Feb 26, 2018
Brand perception begins online, with the local online reputation of doctors, clinics and hospitals. In late 2017, Reputation.com set out to understand how consumers use the internet to look for healthcare services online, particularly when interacting with healthcare-related ratings and reviews. We surveyed healthcare consumers across the U.S. in a representative range of demographic groups for answers to some key questions: • What are consumers and patients really looking for in online reviews? • What ratings and review factors are most important when choosing a doctor? • What sites are most used and trusted for this information? Findings confirmed that online reviews are an essential part of the healthcare consumer’s decision-making. In this report, we’ll look at the key findings in detail
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Reputation.com
Published By: DocuSign UK     Published Date: Aug 08, 2018
"Many financial services firms have automated the vast majority of key processes and customer experiences. However, the “last mile” of most transactions – completing the agreement– far too often relies on the same inefficient pen-and-paper processes of yesteryear. Digitising agreements using DocuSign lets you keep processes digital from end to end. Completing transactions no longer requires documents to be printed and shipped, and re-keyed on the back end. Read the whitepaper to learn how leading financial services organisations use straight-through processing by automating the last mile of business transactions to: - Speed processes by 80% or more, often going from days or weeks to just minutes - Reduce NIGO by anywhere from 55% to 93% - Achieve a 300% average ROI "
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DocuSign UK
Published By: Anaplan     Published Date: Sep 07, 2018
Innovate the supply chain, improve the business For many companies, supply chain performance affects 100 percent of company revenue but only part of the income statement. Supply chain problems have significant impact across the rest of the business, as do supply chain successes. If you could improve the health and visibility of your supply chain and your business, wouldn’t you? Together with Supply Chain Management Review (SCMR), Anaplan surveyed dozens of supply chain leaders about the effectiveness of their supply chain management strategies. Survey data capturing trends in supply chain challenges and opportunities Practical tips on improving supply chain performance Insight on the important connection between supply chain and business performance
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Anaplan
Published By: Anaplan     Published Date: Oct 18, 2018
We surveyed over 1000 planning leaders around the world. See what we learned! In our inaugural State of Connected Planning report, we surveyed over 1,000 planning professionals across 45 countries and 18 industries to uncover insight into how organizations accelerate business value through Connected Planning. In this report you will find: • Executive findings on the current state of Connected Planning • A complete state-of-planning analysis, • In-depth chapters on top trends, C-Suite viewpoints, industry perspectives, and outlooks from different business units.
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Anaplan
Published By: Anaplan     Published Date: Oct 18, 2018
We surveyed over 1000 planning leaders around the world. See what we learned! In our inaugural State of Connected Planning report, we surveyed over 1,000 planning professionals across 45 countries and 18 industries to uncover insight into how organizations accelerate business value through Connected Planning. In this report you will find: • Executive findings on the current state of Connected Planning • A complete state-of-planning analysis, • In-depth chapters on top trends, C-Suite viewpoints, industry perspectives, and outlooks from different business units.
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Anaplan
Published By: Anaplan     Published Date: Oct 24, 2018
We surveyed over 1000 planning leaders around the world. See what we learned! In our inaugural State of Connected Planning report, we surveyed over 1,000 planning professionals across 45 countries and 18 industries to uncover insight into how organizations accelerate business value through Connected Planning. In this report you will find: • Executive findings on the current state of Connected Planning • A complete state-of-planning analysis, • In-depth chapters on top trends, C-Suite viewpoints, industry perspectives, and outlooks from different business units.
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Anaplan
Published By: Anaplan     Published Date: Apr 02, 2019
49% surveyed cite insufficient revenue growth as the top pressure motivating sales performance management initiatives. And on top of that, 58 percent of sales reps are struggling to meet their current sales quotas. In this winner-takes-all market, sales leadership is faced with an uphill battle in driving sales performance. The pressure on sales to meet and exceed ever-increasing revenue targets is higher than ever before. Download this exclusive report to learn new insights on how sales performance data and analytics are driving peak sales performance.
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Anaplan
Published By: Anaplan     Published Date: Apr 02, 2019
Our annual benchmarking report, The State of Connected Planning, investigates how leading organizations accelerate business value through Connected Planning. We surveyed over 1,000 planning professionals across all business functions in 45 countries and 18 industries to uncover leading planning trends. This Sales-focused brief contains: • Key findings from Sales professionals • Planning challenges faced by Sales professionals • Ideas from Sales leaders about overcoming obstacles and planning more successfully
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Anaplan
Published By: Anaplan     Published Date: Apr 02, 2019
What’s the state of planning in supply chain management? Our annual benchmarking report, The State of Connected Planning, investigates how leading organizations accelerate business value through Connected Planning. We surveyed over 1,000 planning professionals across all business functions in 45 countries and 18 industries to uncover leading planning trends. This supply chain-focused brief contains: · Key findings from supply chain professionals · Challenges faced by supply chain professionals · How they believe they can improve their planning processes
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Anaplan
Published By: Anaplan     Published Date: Apr 02, 2019
What’s the state of planning in finance? Our annual benchmarking report, The State of Connected Planning, investigates how leading organizations accelerate business value through Connected Planning. We surveyed over 1,000 planning professionals across all business functions in 45 countries and 18 industries to uncover leading planning trends. This finance-focused brief contains: • Key findings from finance professionals • Challenges faced by finance professionals • How they believe they can improve their planning processes
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Anaplan
Published By: Anaplan     Published Date: Apr 09, 2019
What’s the state of planning in supply chain management? Our annual benchmarking report, The State of Connected Planning, investigates how leading organizations accelerate business value through Connected Planning. We surveyed over 1,000 planning professionals across all business functions in 45 countries and 18 industries to uncover leading planning trends. This supply chain-focused brief contains: · Key findings from supply chain professionals · Challenges faced by supply chain professionals · How they believe they can improve their planning processes
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Anaplan
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