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Published By: ttec     Published Date: Oct 16, 2019
In an age of tech-savvy customers and self-service channels, do companies still need to invest in contact centre and staff to provide support? The answer is, yes. Consumers have been trained to find the information they need on their own online or with their mobile device. But when they do pick up to the phone and reach out to customer service, they expect representatives to solve what are often complex questions. They expect human interactions. This enormous shift in which customer service representatives are perceived as a last resort puts increased pressure on contact centre associates who already have the odds stacked against them. The staff must be trained to quickly handle issues that frequently require access to a wide variety of information, but a lack of investment means many associates are often unprepared and lack the right resources to help customers. To change the outcome, customer service representatives need the right training and tools to not only understand the issue,
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ttec
Published By: KPMG     Published Date: Oct 15, 2019
We’re seeing a global trend towards responsible investing. Increasingly, institutional investors are recognising the potential for ESG factors to affect the valuation and financial performance of the companies they invest in. At the same time, consumer demand for responsible investments is surging, especially from the younger generation. “Responsible” or “sustainable” finance and a focus on environmental, social and governance (ESG) factors have moved firmly into the mainstream today. This booklet presents the proof to address the issues around responsible investment implementation: statistics from across investment markets that show how significant this shift is.
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KPMG
Published By: KPMG     Published Date: Oct 15, 2019
Environmental/climate change risk, disruptive technologies and a return to territorialism were ranked the top threats to company growth. Specifically, 68 percent of CEOs agreed that their organisational growth will be determined by their ability to anticipate and navigate the global shift to a low-carbon, clean technology economy. Read now KPMG's CEO outlook report to understand what is on top of the asset management CEO agenda and to find out what investments CEOs are prioritising to improve organisation’s resilience.
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KPMG
Published By: KPMG     Published Date: Oct 15, 2019
When we first launched the Women In Alternative Investments Report (WAI Report) in 2001, we were among the few voices talking about women’s advancement in alternative investments. It was a delicate conversation and one that few people were comfortable having. But now, eight years later, the conversation has shifted. The issues have moved mainstream, the dialogue has broadened, and the voices are many, but change is afoot. Investors are pressuring Alternative Investment Firms to increase gender diversity at the funds and portfolios they invest in. Read the KPMG report to understand why achieving gender diversity is a business imperative.
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KPMG
Published By: Zilliant     Published Date: Oct 11, 2019
The maintenance, repair and overhaul (MRO) and industrial distribution industry is massive and continues to grow at a steady pace. Despite this positive outlook, individual MRO distributors aren’t short on their own challenges when it comes to retaining and growing their market share. There are several factors hindering MRO companies from retaining the share they have and claiming more. Namely: • Complexity: Their large customer counts and behemoth SKU counts render it impossible to give reps market-aligned pricing guidance and sales intelligence • Competition: MRO is ripe for poaching by Amazon, and as a result, traditional distributors continue to see market share slipping away to the online giant • Skills: A massive generational shift in the workforce is resulting in a skills gap that’s proving particularly problematic to fill In this playbook for MRO and industrial products distributors, we will discuss how growth is hindered in this dynamic industry and then provide reimagin
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Zilliant
Published By: AWS     Published Date: Oct 09, 2019
Fulfilling the security and compliance obligations within the AWS Shared Responsibility Model is critical as organizations shift more of their infrastructure to the cloud. Most infrastructure and application monitoring solutions haven’t caught up to meet these new requirements, forcing IT and security teams to resort to traditional monitoring strategies that don’t allow for innovation and growth. Join us for this webinar to learn how Splunk and AWS give you end-to-end visibility across your applications and help quickly detect potential security threats. Find out how Experian leveraged Splunk Cloud to deliver log data in near real-time to their operations teams for analysis and monitoring, roll out new features/updates faster, create reusable features to deploy in multiple customer environments to scale with their business, and ensure adherence to security and compliance standards.
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AWS
Published By: Adobe     Published Date: Oct 08, 2019
This consumer based research was designed to support Travel Brands globally by understanding critical shifts in both “customer mindset and behaviors”. Although this research is focused on Generation Z, we designed our full research around all of the generations for context: Boomer, Gen X, Millennials and Gen Z. If you would like to hear more about consumer habits and behaviors for what matters throughout the Travel Customer Journey, please reach out, we’re here to help.
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Adobe
Published By: AWS     Published Date: Oct 07, 2019
Fulfilling the security and compliance obligations within the AWS Shared Responsibility Model is critical as organizations shift more of their infrastructure to the cloud. Most infrastructure and application monitoring solutions haven’t caught up to meet these new requirements, forcing IT and security teams to resort to traditional monitoring strategies that don’t allow for innovation and growth. Join us for this webinar to learn how Splunk and AWS give you end-to-end visibility across your applications and help quickly detect potential security threats. Find out how Experian leveraged Splunk Cloud to deliver log data in near real-time to their operations teams for analysis and monitoring, roll out new features/updates faster, create reusable features to deploy in multiple customer environments to scale with their business, and ensure adherence to security and compliance standards.
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AWS
Published By: Amazon Web Services EMEA     Published Date: Oct 07, 2019
Serverless is the native architecture of the cloud that enables you to shift more of your operational responsibilities to AWS. Serverless technologies let you build applications without thinking about the underlying infrastructure, which increases agility and lowers total cost of ownership.
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Amazon Web Services EMEA
Published By: Look Listen     Published Date: Oct 04, 2019
Simply put: Marketing isn’t what it used to be. If you want to compete in this rapid digital world, you need to make your customers happy. Constantly. We’ll get you started with nine of the most exciting trends developing in the world of marketing in 2019. With this report, you’ll learn: How the new director of marketing data position and GDPR compliance can build customer trust. What it means for customer centricity now that MarTech and AdTech are finally coming together with AI and machine learning. How to adjust your business purpose to create customer loyalty as the attention economy shifts to the emotion economy.
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Look Listen
Published By: AWS     Published Date: Oct 03, 2019
To stay ahead of the evolving publishing industry, Scholastic realized they needed to adopt a microservices architecture leveraging containers after they migrated to Amazon Web Services (AWS). The team chose Red Hat OpenShift for the extensive support and level of innovation they were able to provide. With OpenShift on AWS, Scholastic was able to implement a DevOps model to create a new set of online-based services to maintain competitive advantage in a rapidly shifting publishing world. Join the upcoming webinar to learn how Scholastic maximized flexibility and improved their CI/CD pipeline by utilizing a microservices architecture running in containers.
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AWS
Published By: AWS     Published Date: Oct 01, 2019
To stay ahead of the evolving publishing industry, Scholastic realized they needed to adopt a microservices architecture leveraging containers after they migrated to Amazon Web Services (AWS). The team chose Red Hat OpenShift for the extensive support and level of innovation they were able to provide. With OpenShift on AWS, Scholastic was able to implement a DevOps model to create a new set of online-based services to maintain competitive advantage in a rapidly shifting publishing world. Join the upcoming webinar to learn how Scholastic maximized flexibility and improved their CI/CD pipeline by utilizing a microservices architecture running in containers.
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AWS
Published By: ttec     Published Date: Oct 01, 2019
In an age of tech-savvy customers and self-service channels, do companies still need to invest in contact centers and staff to provide support? The answer is, yes. Consumers have been trained to find the information they need on their own online or with their mobile device. But when they do pick up to the phone and reach out to customer service, they expect representatives to solve what are often complex questions. They expect human interactions. This enormous shift in which customer service representatives are perceived as a last resort puts increased pressure on contact center associates who already have the odds stacked against them. The staff must be trained to quickly handle issues that frequently require access to a wide variety of information, but a lack of investment means many associates are often unprepared and lack the right resources to help customers. To change the outcome, customer service representatives need the right training and tools to not only understand the issue,
Tags : 
    
ttec
Published By: Oracle     Published Date: Sep 30, 2019
We know. There’s a lot to keep up with. And get to the bottom of. As the universe of marketing evolves, shape-shifting from one minute to the next, the importance of building muscle memory around new topics is undeniable. At Oracle, we get it. Which is why we created a series of guides about what’s trending in modern marketing. They’ll get you up to speed on pivotal trends in less time – with less effort – so you can get back out there. Because sitting on the sidelines isn’t really your thing.
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Oracle
Published By: Group M_IBM Q4'19     Published Date: Sep 27, 2019
IBM and Red Hat provide a range of technology and services that can support their customers’ IT and development needs. IBM commissioned Forrester Consulting to conduct an emerging Total Economic Impact™ (TEI) technology assessment study to examine the ways in which customers utilize solutions by both companies in tandem and the impacts achieved as a result. The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of solutions using both IBM and Red Hat offerings on their organizations. Forrester interviewed five organizations that use IBM and Red Hat offerings together. These interviewees are focused on modernizing infrastructure and applications to resolve legacy architecture challenges and meet quickly changing market needs. These companies adopted a wide range of solutions from IBM (including IBM Power, IBM Z, IBM Cloud Paks, middleware, and professional services) and Red Hat (including Red Hat Enterprise Linux, OpenShift, JBoss, a
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Group M_IBM Q4'19
Published By: Oracle     Published Date: Sep 26, 2019
To the marketer who’s always on We know. There’s a lot to keep up with. And get to the bottom of. As the universe of marketing evolves, shape-shifting from one minute to the next, the importance of building muscle memory around new topics is undeniable. At Oracle, we get it. Which is why we created a series of guides about what’s trending in modern marketing. They’ll get you up to speed on pivotal trends in less time – with less effort – so you can get back out there. Because sitting on the sidelines isn’t really your thing. Download this whitepaper to get started.
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Oracle
Published By: Oracle     Published Date: Sep 26, 2019
To the marketer who’s always on We know. There’s a lot to keep up with. And get to the bottom of. As the universe of marketing evolves, shape-shifting from one minute to the next, the importance of building muscle memory around new topics is undeniable. At Oracle, we get it. Which is why we created a series of guides about what’s trending in modern marketing. They’ll get you up to speed on pivotal trends in less time – with less effort – so you can get back out there. Because sitting on the sidelines isn’t really your thing.
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Oracle
Published By: Selligent Marketing Cloud     Published Date: Sep 24, 2019
Migrating to a new marketing automation platform (MAP) is like moving into a new house. You have to itemize everything that’s moving with you, pack up all your data, and say goodbye to the way it was before. Forever. And it doesn’t end after you’ve shifted - you’re going to have to spend some time living out of boxes, gradually unpacking, and realizing you’d like to organize things a little differently as you go. That having been said, most marketers consider platform migration a big headache.
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Selligent Marketing Cloud
Published By: Selligent Marketing Cloud     Published Date: Sep 24, 2019
Right now, consumers are driving two seemingly opposing trends: Accenture calls the first trend ‘From Me to We.’ As people grasp the importance of sustainable living, they are shifting from a purely selfish focus (give me what I want) towards actively pushing brands to become more responsible for their global footprint and the health of our planet (support the ideals we believe in).1
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Selligent Marketing Cloud
Published By: Data Center Frontier LLC     Published Date: Sep 24, 2019
The hyperscale data center is reshaping the global IT landscape, shifting data from on-premises computer rooms and IT closets to massive centralized data center hubs. Workloads are consolidating in the world’s largest and most efficient facilities. These cloud campuses offer economies of scale, enabling hyperscale operators to rapidly add server capacity and electric power.
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Data Center Frontier LLC
Published By: Adobe     Published Date: Sep 23, 2019
Like the oxygen we breathe, journey analytics brings life to the customer behind those devices, over time getting to know their favorite pastry choice, when they’re most likely to buy gas, and how long they stay online while in the station’s café. WHY SHOULD THE TARGET AUDIENCE CARE? Business struggle to gain a holistic customer view — the skills to identify actionable insights from multichannel data are in short supply. If they could gain a holistic view of customer attributes and behaviors, they could make sure they get the right content at the right time. SUPPORTING CONCEPTS If you want your customers to enjoy seamless, personalized experiences, you need to treat them like people. That means marketing to the person — not the device. When you know a customer’s interests, wants, and needs — perhaps even before they do — you’ve succeeded at becoming a true experience business. For some, this may require a shift from analytics as a tool to analytics as a way of life. It may also m
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Adobe
Published By: Simba by Magnitude     Published Date: Sep 20, 2019
In this Q&Asession, data industry veteran Tony Fisher shares his insights on how –and why –connectivity unleashes an enterprise’s greatest asset -its data.Learn:?What macro trends are driving how companies think about data today??Why has data connectivity shifted from being just a tactical tool to becoming a strategic business priority??Where are businesses falling short in their ability to access and connect to their data?
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Simba by Magnitude
Published By: NICE inContact     Published Date: Sep 18, 2019
Artificial Intelligence (AI) is arguably the greatest untapped resource to transform customer and business outcomes. The impact of this technology on customer experience, employee efficiency and profits is truly transformational—especially for contact centers. Companies must adapt in today’s era of constant digital disruption, but that doesn’t necessarily mean exhaustive technology shifts. Small, practical investments in AI present little risk and offer significant returns. Learn about the ROI of CX transformation in AI for CX: Practical Investments, Proven Return. More than a trend, AI is a customer experience transformation that you can’t afford to ignore. Discover the practical investments in AI that your contact center must consider today — and the truly significant returns on the horizon
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NICE inContact
Published By: Ricoh     Published Date: Sep 17, 2019
Fast forward to the future of office communications. Frost & Sullivan predicts that by 2025, the world will have at least 3.7 billion smartphones, 700 million tablets, and 60 million UCC platforms deployed. Learn more shifting demographic megatrends that are transforming the way we work. GET THE REPORT NOW
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Ricoh
Published By: Ricoh     Published Date: Sep 17, 2019
Fast forward to the future of office communications. Frost & Sullivan predicts that by 2025, the world will have at least 3.7 billion smartphones, 700 million tablets, and 60 million UCC platforms deployed. Learn more shifting demographic megatrends that are transforming the way we work. GET THE REPORT NOW
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Ricoh
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