The customer was denied boarding for an expired ID despite a ministry publication allowing travel with paper ID within the country. Unaware of the publication, the counter agent quickly dismissed the customer's claim without proper listening. The customer then used social media to download the facts from the airline's networks and resolve the issue.
Salesforce.com Service Cloud comes in response to the exploding volume of public and real-time customer service issues occurring on social media.
It delivers major new social monitoring capabilities, scaling for increasingly-high volume social contact center usage, and powerful new social analytic.
Automotive - Oracle Service Cloud - Solution OverviewEphlux
The document discusses Oracle Service Cloud, a customer service platform for the automotive industry. It consists of modules for web/mobile self-service, social media engagement, a contact center, customer feedback, and a knowledge base. The platform allows companies to provide a consistent customer experience across all channels by guiding customers to relevant information and assisting agents. It aims to wow customers through their entire journey and strengthen relationships.
Genesys Premier Edition - Virtual contact centerPointel Inc
The document is a product datasheet for Genesys Premier Edition - Virtual Contact Center. It summarizes that the product provides a cloud-based virtual contact center solution that allows companies to offer consistent, seamless, and personalized customer experiences across self-service and human interactions. It has capabilities like IVR, routing customers to optimal agents, analytics and reporting, and is designed to be flexible, quick to deploy, and easy to use for small to mid-sized contact centers.
This document is a curriculum vitae for Sanjay Rana. It summarizes his professional experience, qualifications, skills, and projects. The CV highlights that Sanjay has over 5 years of experience in software testing, specializing in web and mobile applications for the travel and banking domains. He is proficient in various testing tools and methodologies. Some of the key projects listed are testing mobile apps for Silicon Valley Bank and Google Wallet.
U-Haul used Tealeaf's customer experience insights to optimize its online reservation system. Tealeaf helped U-Haul uncover issues like customers abandoning reservations due to lack of information, and customers needing multiple orders to get everything they wanted. These insights allowed U-Haul to simplify the ordering process and improve online conversion and customer satisfaction.
The Web Platform provides value to customers by helping individuals find short-term work opportunities and helping companies and recruiters find qualified short-term labor. Through its website and mobile apps, it connects people who need temporary work with those offering short-term jobs and tasks. Key partnerships include events organizers, temporary staffing agencies, training providers, and advertisers. Revenue comes from premium placement and evaluation services, ads, and transaction fees.
The customer was denied boarding for an expired ID despite a ministry publication allowing travel with paper ID within the country. Unaware of the publication, the counter agent quickly dismissed the customer's claim without proper listening. The customer then used social media to download the facts from the airline's networks and resolve the issue.
Salesforce.com Service Cloud comes in response to the exploding volume of public and real-time customer service issues occurring on social media.
It delivers major new social monitoring capabilities, scaling for increasingly-high volume social contact center usage, and powerful new social analytic.
Automotive - Oracle Service Cloud - Solution OverviewEphlux
The document discusses Oracle Service Cloud, a customer service platform for the automotive industry. It consists of modules for web/mobile self-service, social media engagement, a contact center, customer feedback, and a knowledge base. The platform allows companies to provide a consistent customer experience across all channels by guiding customers to relevant information and assisting agents. It aims to wow customers through their entire journey and strengthen relationships.
Genesys Premier Edition - Virtual contact centerPointel Inc
The document is a product datasheet for Genesys Premier Edition - Virtual Contact Center. It summarizes that the product provides a cloud-based virtual contact center solution that allows companies to offer consistent, seamless, and personalized customer experiences across self-service and human interactions. It has capabilities like IVR, routing customers to optimal agents, analytics and reporting, and is designed to be flexible, quick to deploy, and easy to use for small to mid-sized contact centers.
This document is a curriculum vitae for Sanjay Rana. It summarizes his professional experience, qualifications, skills, and projects. The CV highlights that Sanjay has over 5 years of experience in software testing, specializing in web and mobile applications for the travel and banking domains. He is proficient in various testing tools and methodologies. Some of the key projects listed are testing mobile apps for Silicon Valley Bank and Google Wallet.
U-Haul used Tealeaf's customer experience insights to optimize its online reservation system. Tealeaf helped U-Haul uncover issues like customers abandoning reservations due to lack of information, and customers needing multiple orders to get everything they wanted. These insights allowed U-Haul to simplify the ordering process and improve online conversion and customer satisfaction.
The Web Platform provides value to customers by helping individuals find short-term work opportunities and helping companies and recruiters find qualified short-term labor. Through its website and mobile apps, it connects people who need temporary work with those offering short-term jobs and tasks. Key partnerships include events organizers, temporary staffing agencies, training providers, and advertisers. Revenue comes from premium placement and evaluation services, ads, and transaction fees.
Converged communication platform for the multi-channel contact centre environment
Fusion Contact is a unique converged platform that integrates voice, email, social media, web and SMS to one browser-based agent interface and provides queuing, routing and monitoring across these multiple channels.
This advanced contact centre solution, available as an on premise or cloud-based deployment, gives your business complete control over communication management; streamlining potential peaks in activity across multiple channels and enabling you to respond to enquiries systematically, whatever channel your customers choose to contact you.
Air2Web provides mobile customer care and marketing services to large enterprises to help reduce costs and improve customer experiences. Their platform allows clients to offer services like customer self-service, targeted promotional offers, bill payment reminders and setting DVR recordings, all through the mobile channel. This helps businesses improve relationships with customers and gain insights while increasing revenue.
The Web Platform provides value to customers by helping individuals find short-term work opportunities and helping companies and recruiters find qualified short-term labor. Key partnerships include events organizers, temporary staffing agencies, training providers, and web advertisers. Revenue is generated from premium services, advertisements, and transaction fees. The platform aims to establish an online community where job seekers and recruiters can connect, provide feedback, and access training resources to facilitate qualified short-term employment matches.
The document discusses digital marketing strategies. It describes setting up an e-marketplace portal and considerations for offering functions, value propositions, features, benefits, pricing, and reach across different digital media channels. It emphasizes the importance of managing expectations through strong delivery mechanisms, monitoring, and maintaining sustainable content. Additional topics covered include interactive media, social media moderation, and effective deployment of QR codes.
The business model canvas of Dabee a Brazilian startup in Silicon Valley that sends the latest stuff in USA to other countries.
You can see more details in my blog: http://startupbizmodel.com
(in portugueses)
RCS is an IP-based messaging service provided to mobile phone users through mobile operator networks. It is used for both Person to Person (P2P) and Application to Person (A2P) communications and incorporates the global reach of SMS with the rich features of chat apps like WhatsApp & Facebook Messenger, to deliver more interactive, engaging experiences to customers.
https://www.vfirst.com/rcs-business-messaging
Roundtable: Best Practices in IVR & Self ServiceSheri Greenhaus
Roundtable discussion: Best practices in IVR and self-service. Discussing multi-channel, customer satisfaction, customer experience and agent disposition. Participants are Avoke/BBN, Genesys, IntelliResponse and Nuance.
Visit CRMXchange.com and join the premiere CRM community.
ARC provides an overview of their role in the airline ticketing process. ARC processes over 55% of airline tickets in the US and provides benefits to both airlines and travel agencies. They store up to 39 months of ticketing data in their COMPASS database. The presentation outlines ARC's services, statistics like $79.5 billion in annual sales, and the credit card refund process where refunds are submitted and can appear on customer statements within 2 weeks.
A SlideShare based on the results of a 2013 international survey of more than 500 e-commerce and e-business professionals, sponsored by IBM Tealeaf and conducted by Econsultancy
Thomas Cook and Cox & Kings were pioneers in the mass travel industry after the industrial revolution made travel more accessible to the working class. Cox & Kings began in 1740 as a military agency and later merged with another company to form Cox and Kings. Thomas Cook organized the first packaged tour in 1841 and introduced concepts like traveler's checks that helped establish the travel agency model. Now major travel agencies in the Philippines include WOW Philippines, Rajah Travel and Tours, Blue Horizons Travel and Tours, and Scorpio Travel and Tours.
The document discusses the Philippine tourism industry and the roles of travel agencies and tour operators. It notes that tourism is a key contributor to the Philippine economy. It then provides details on the functions of travel agencies, including providing travel information and arrangements, processing documentation, and assisting with refunds or cancellations. The document also distinguishes between tour operators and travel agencies, and outlines the typical organizational structure and responsibilities of travel agency departments.
Income protection insurance provides payments to individuals who are unable to work due to sickness or injury. It can cover up to 75% of regular income and help cover living expenses like mortgages, bills, and medical costs. Without income protection insurance, most Australians would run out of money within 3 months of being unable to work. Income protection insurance offers benefits like income payments, tax advantages, rehabilitation assistance, nursing care, worldwide coverage, and a death benefit to provide financial security during times of illness or injury.
El documento habla sobre ingeniería financiera y contaduría. La ingeniería financiera implica el diseño e implementación de instrumentos y procesos financieros innovadores para resolver problemas comunes en finanzas. Sus aplicaciones incluyen cobertura, especulación y arbitraje. La contaduría recopila y transmite información financiera a través de estados financieros utilizando ramas como contabilidad, finanzas y costos. Algunas universidades que ofrecen estas carreras son UNAB, UDES y Santo Tomás.
Ruby's Diner will donate 20% of all food and non-alcoholic beverage sales between 5pm and 10pm on Friday, December 9th, 2011 to Kihei Charter School when the flyer is presented. Diners must bring the flyer with them but purchases paid for with gift cards will not qualify. Kids eat free discounts cannot be used during the fundraiser. Flyers must be distributed before the event, not at the restaurant on the day.
Acer batbl50 l6 batería at www baterias-portatil-esbatteryes
Este documento ofrece una batería Acer BATBL50L6 de 4400mAh para portátiles a un precio de €43.7, con envío a toda Europa. La batería es compatible con numerosos modelos Acer y tiene una capacidad de 4400mAh, voltaje de 11.1V y 6 celdas. Se garantiza por un año.
Ficha de trabalho_4-_ferramentas_e_acessorios_de_redesbrunofig94PT
Este documento fornece instruções para instalação e configuração de redes locais. Inclui vídeos e passos para cravar fichas RJ45, montar tomadas de rede, conectar fibra óptica e testar cabos usando um testador RJ45 ou OTDR. Alunos são divididos em grupos para praticar essas tarefas usando ferramentas de rede no laboratório.
Converged communication platform for the multi-channel contact centre environment
Fusion Contact is a unique converged platform that integrates voice, email, social media, web and SMS to one browser-based agent interface and provides queuing, routing and monitoring across these multiple channels.
This advanced contact centre solution, available as an on premise or cloud-based deployment, gives your business complete control over communication management; streamlining potential peaks in activity across multiple channels and enabling you to respond to enquiries systematically, whatever channel your customers choose to contact you.
Air2Web provides mobile customer care and marketing services to large enterprises to help reduce costs and improve customer experiences. Their platform allows clients to offer services like customer self-service, targeted promotional offers, bill payment reminders and setting DVR recordings, all through the mobile channel. This helps businesses improve relationships with customers and gain insights while increasing revenue.
The Web Platform provides value to customers by helping individuals find short-term work opportunities and helping companies and recruiters find qualified short-term labor. Key partnerships include events organizers, temporary staffing agencies, training providers, and web advertisers. Revenue is generated from premium services, advertisements, and transaction fees. The platform aims to establish an online community where job seekers and recruiters can connect, provide feedback, and access training resources to facilitate qualified short-term employment matches.
The document discusses digital marketing strategies. It describes setting up an e-marketplace portal and considerations for offering functions, value propositions, features, benefits, pricing, and reach across different digital media channels. It emphasizes the importance of managing expectations through strong delivery mechanisms, monitoring, and maintaining sustainable content. Additional topics covered include interactive media, social media moderation, and effective deployment of QR codes.
The business model canvas of Dabee a Brazilian startup in Silicon Valley that sends the latest stuff in USA to other countries.
You can see more details in my blog: http://startupbizmodel.com
(in portugueses)
RCS is an IP-based messaging service provided to mobile phone users through mobile operator networks. It is used for both Person to Person (P2P) and Application to Person (A2P) communications and incorporates the global reach of SMS with the rich features of chat apps like WhatsApp & Facebook Messenger, to deliver more interactive, engaging experiences to customers.
https://www.vfirst.com/rcs-business-messaging
Roundtable: Best Practices in IVR & Self ServiceSheri Greenhaus
Roundtable discussion: Best practices in IVR and self-service. Discussing multi-channel, customer satisfaction, customer experience and agent disposition. Participants are Avoke/BBN, Genesys, IntelliResponse and Nuance.
Visit CRMXchange.com and join the premiere CRM community.
ARC provides an overview of their role in the airline ticketing process. ARC processes over 55% of airline tickets in the US and provides benefits to both airlines and travel agencies. They store up to 39 months of ticketing data in their COMPASS database. The presentation outlines ARC's services, statistics like $79.5 billion in annual sales, and the credit card refund process where refunds are submitted and can appear on customer statements within 2 weeks.
A SlideShare based on the results of a 2013 international survey of more than 500 e-commerce and e-business professionals, sponsored by IBM Tealeaf and conducted by Econsultancy
Thomas Cook and Cox & Kings were pioneers in the mass travel industry after the industrial revolution made travel more accessible to the working class. Cox & Kings began in 1740 as a military agency and later merged with another company to form Cox and Kings. Thomas Cook organized the first packaged tour in 1841 and introduced concepts like traveler's checks that helped establish the travel agency model. Now major travel agencies in the Philippines include WOW Philippines, Rajah Travel and Tours, Blue Horizons Travel and Tours, and Scorpio Travel and Tours.
The document discusses the Philippine tourism industry and the roles of travel agencies and tour operators. It notes that tourism is a key contributor to the Philippine economy. It then provides details on the functions of travel agencies, including providing travel information and arrangements, processing documentation, and assisting with refunds or cancellations. The document also distinguishes between tour operators and travel agencies, and outlines the typical organizational structure and responsibilities of travel agency departments.
Income protection insurance provides payments to individuals who are unable to work due to sickness or injury. It can cover up to 75% of regular income and help cover living expenses like mortgages, bills, and medical costs. Without income protection insurance, most Australians would run out of money within 3 months of being unable to work. Income protection insurance offers benefits like income payments, tax advantages, rehabilitation assistance, nursing care, worldwide coverage, and a death benefit to provide financial security during times of illness or injury.
El documento habla sobre ingeniería financiera y contaduría. La ingeniería financiera implica el diseño e implementación de instrumentos y procesos financieros innovadores para resolver problemas comunes en finanzas. Sus aplicaciones incluyen cobertura, especulación y arbitraje. La contaduría recopila y transmite información financiera a través de estados financieros utilizando ramas como contabilidad, finanzas y costos. Algunas universidades que ofrecen estas carreras son UNAB, UDES y Santo Tomás.
Ruby's Diner will donate 20% of all food and non-alcoholic beverage sales between 5pm and 10pm on Friday, December 9th, 2011 to Kihei Charter School when the flyer is presented. Diners must bring the flyer with them but purchases paid for with gift cards will not qualify. Kids eat free discounts cannot be used during the fundraiser. Flyers must be distributed before the event, not at the restaurant on the day.
Acer batbl50 l6 batería at www baterias-portatil-esbatteryes
Este documento ofrece una batería Acer BATBL50L6 de 4400mAh para portátiles a un precio de €43.7, con envío a toda Europa. La batería es compatible con numerosos modelos Acer y tiene una capacidad de 4400mAh, voltaje de 11.1V y 6 celdas. Se garantiza por un año.
Ficha de trabalho_4-_ferramentas_e_acessorios_de_redesbrunofig94PT
Este documento fornece instruções para instalação e configuração de redes locais. Inclui vídeos e passos para cravar fichas RJ45, montar tomadas de rede, conectar fibra óptica e testar cabos usando um testador RJ45 ou OTDR. Alunos são divididos em grupos para praticar essas tarefas usando ferramentas de rede no laboratório.
El documento describe la estructura básica del átomo, incluyendo que posee un núcleo central con protones y neutrones, y electrones que giran en órbitas alrededor del núcleo en diferentes niveles de energía. El átomo de carbono específicamente contiene 6 protones y 6 neutrones en su núcleo, y tiene 2 electrones en su primer nivel de energía y 4 electrones en su segundo nivel de energía.
El documento describe actividades para niños de 3, 4 y 5 años centradas en la primavera. Las actividades incluyen puzzles de animales, visitas a granjas, representaciones de sonidos de animales, pintar con las manos, circuitos con formas geométricas, plantar semillas, lectura e interpretación de imágenes, danza y problemas matemáticos usando elementos naturales. El objetivo es desarrollar las áreas de identidad, expresión corporal, expresión plástica, expresión musical y uso del lenguaje.
This document provides guidance on effective housekeeping practices in the workplace. It states that housekeeping involves more than just cleanliness - it also requires keeping work areas orderly, halls and floors clear of slip and trip hazards, and avoiding the buildup of combustible materials that could pose fire risks. An effective housekeeping program also evaluates the workplace as a whole, including aisle markings, storage adequacy, and building/equipment maintenance. Key elements of an effective housekeeping program include dust and dirt removal, maintaining clean employee facilities and surfaces, and proper storage, disposal and maintenance of tools, equipment and waste.
This document provides an overview of effective eService and outlines 10 secrets for successful eService. It discusses how eService innovators like Allied Telesyn and Ansett Australia were able to significantly lower customer support costs by answering a high percentage of customer questions online. The 10 secrets include making the website listen to customers, providing content quickly, making resources easy to find and use, providing multiple contact channels, focusing on the most common questions, getting customer feedback, leveraging knowledge across channels, using maps, considering outsourcing, and automating processes. The benefits of eService are also summarized as reduced costs, faster service, increased online transactions, and ability to scale for peaks without excess staffing. A self-assessment test is
The document describes Aria Systems' A+ Billing Platform, which provides a single platform for billing, payments, account management, marketing, and reporting. Key features include billing for recurring, usage-based, and one-time charges, customer self-service, marketing tools, and analytics. The platform offers security, integration capabilities, and is proven for subscription-based businesses. Aria Systems has been in business since 2003 and is the industry standard for on-demand billing and customer lifecycle management software.
This document provides an introduction and overview of Rich Internet Applications (RIAs). It defines RIAs as web applications that combine the functionality of desktop applications with the broad reach of websites. RIAs improve the user experience by processing data both on the client-side and server-side for faster interactions. Examples of successful RIA implementations that increased sales and conversions are provided. The document discusses how RIAs are well-suited for product catalogs, configurators, and productivity/entertainment applications. It also outlines some of the technologies commonly used to build RIAs, such as Adobe Flash/Flex.
CA World '14 Celebration of Achievements in the Categories of Vision, Impact ...CA Technologies
The CA World 2014 Customer VIP Awards (VIP = Vision, Impact, and Progress) recognize organizations that have achieved outstanding business results by creatively leveraging CA solutions. Learn how your peers excelled in their organization as we reveal the six organizations that will be recognized in the Opscenter (two in each category). The criteria for winners are as follows:
Vision Award: this award recognizes success in how a customer has developed and moved toward management excellence while demonstrating a clear vision for how this effort supports the overall success of the enterprise; it celebrates the innovative steps taken to fundamentally change the way business gets done across the enterprise.
Impact Award: this award recognizes results from improved management, especially in terms of productivity, financial benefits, quality improvements and/or customer satisfaction; it celebrates how an organization has demonstrated a strategic organizational change in the way work gets done, for the better.
Progress Award: this award recognizes implementation success and/or process improvements; it celebrates initiatives, even if not complete, that demonstrate excellent planning and/or communications and project success.
For more information on DevOps solutions from CA Technologies, please visit: http://bit.ly/1wbjjqX
Low C-SAT scores, plus high Average Response Time and Turn-Around Time (TAT) were hurting a renowned automaker’s CX before approaching RAYA Customer Experience (RAYA CX) for support.
The client’s objectives were to continue boosting their growth rate, depending on a more customer-centric approach, create a more intuitive and friendly customer experience, establishing more insightful communication with their customer base.
RAYA CX embraced a 4-step approach to develop and implement a customized solution that dissects its operations. A thorough case study has been conducted to track the successful methods implemented to transform the client’s CX.
https://rayacx.info/3sU8ZYp
White Paper In 2012 Why Every Enterprise Needs A World Class Speech Enable...Lyrix
1. The document discusses how cloud-based speech-enabled auto attendants (SEAAs) can now provide high-quality speech recognition at an affordable price for small and medium-sized businesses.
2. Premise-based SEAAs have limitations for these businesses due to high costs, potential declines in recognition rates over time, specialized installation and maintenance requirements, and effort needed for ongoing administration.
3. Hosted VoIP providers and IP-PBX resellers see an opportunity to offer cloud-based SEAAs as a value-added service to differentiate their offerings and reduce customer churn.
Designing an OmniChannel Digital Engagement ExperienceMichael Sale
The document discusses using Avaya Oceana and Breeze to transform Avaya's digital engagement and customer experience. It describes mapping customer journeys to better direct investments. Avaya plans to deploy Oceana and Breeze internally to improve its own customer service while also using it as a proof point. The implementation will start with a small voice rollout and expand to incorporate more channels and functions over multiple phases.
Quicken Loans is the largest US online mortgage lender. It relies on Tealeaf to gain insights into customers' online experiences in order to improve conversion, satisfaction, and retention. Tealeaf allows Quicken Loans to understand why customers behave in certain ways and identify issues impeding their progress. This enabled Quicken Loans to fix problems like a confusing mortgage calculator and unclear application instructions, increasing revenue and conversion rates.
It’s important to understand the potential of social networking and the customer experience as well as how these technologies can be harnessed to deliver on corporate objectives.
This document provides an overview of the TaskCentre v4 business process management suite. It describes several key features including advanced business alerts, workflow, document automation, web content publishing, subscriptions and requests, and integration. For each feature, it provides examples of how the feature could be used in different business functions like finance, human resources, manufacturing, customer service, logistics/operations, and sales/marketing. It also includes case studies of companies that have implemented TaskCentre and realized benefits like increased visibility, agility, cost reduction, and time savings.
By providing real-time visibility into what customers are doing and seeing online, Tealeaf ensures Esurance can deliver a simple, fast, and seamless insurance buying experience to grow online revenues while reducing support costs.
Adapting to Digital Change: Use APIs to Delight Customers & WinCA API Management
This document discusses how financial institutions can use APIs to improve the customer experience, drive innovation, and generate new revenue opportunities. It provides examples of how APIs have helped organizations like a utility company improve payment processing, a retail bank ensure system availability for trading, and a healthcare provider enhance field work efficiency. The document advocates that API management platforms can help organizations securely expose APIs, accelerate app development, integrate systems, and monitor API usage to support monetization strategies. Overall, the document argues that APIs allow financial firms to enhance customer loyalty, expand into new business areas, and maintain operational resilience in the digital economy.
DNA of technology in business is confidence. Arteria Technologies is a SAP NetWeaver services partner that helps customers maximize their SAP investments. Arteria offers services ranging from evaluating SAP technologies to ensuring continuous improvement. Arteria believes experience matters and helps customers use SAP NetWeaver to grow their business through offerings like partner portals, B2B integration, and enterprise information management.
Arteria Technologies is an SAP NetWeaver services partner that helps customers maximize their SAP investments. It provides a range of services from evaluating SAP technologies to ensuring continuous improvement. Arteria has experience across industries and offers innovative methodologies and expertise in SAP NetWeaver to help customers grow their business.
Starting A Successful ISV Business with Salesforce (October 13, 2014)Salesforce Partners
The document provides information for entrepreneurs interested in starting an ISV business using the Salesforce platform. It discusses why the Salesforce1 platform is different in that it offers tools and resources to help ISVs succeed, including the Platform Distribution Program. It outlines various types of apps that can be built, such as native, composite and mobile apps. It also addresses questions around how ISVs can make money using a subscription model, and provides resources and steps for getting started, including the APP Academy training program.
Here the slides for the talk I am giving at an event organized by Enterprise Ireland. I am quite honored to speak together with Prof Henry Chesbrough, author of Open Business Models... He is opening the conference with his talk, while I am concluding.
The document discusses business model design and innovation. It provides a template of 9 building blocks to describe a business model, including clients, offerings, activities, partners, and revenue streams. Examples are given of how companies like Amazon, Walmart, and Intel have innovated their business models. The presentation emphasizes visualizing, assessing, and renewing business models through brainstorming improvements and turning new ideas into implementation roadmaps.
Contendunt or contendunt ad excellentiam is a Latin contextual translation of together we strive for excellence. For us, this is not just a phrase. This is what we Believe in, Emulate and Live by it in every aspect of our work and life at large.
The document discusses understanding customer behavior on mobile devices. It notes that mobile online shopping will reach $163 billion worldwide by 2015. It also discusses challenges like 83% of mobile customers experiencing problems with transactions and companies struggling to create effective mobile strategies. The document advocates mapping the customer journey, optimizing experiences, and constantly reviewing performance to understand mobile users.
Our ‘Understanding the Customer Experience’ Whitepaper provides an insight into companies’ understanding of customer experience, from initial awareness to abandoned shopping carts. http://bit.ly/Pzl5JY
MandMDirect is a leading UK online clothing retailer that launched its website in 1998. It now generates 80% of transactions online. Using Tealeaf, MandMDirect gained unprecedented visibility into customer behavior on its site. This allowed it to identify and resolve issues, improve the customer experience, and increase conversion rates. It also helped avert potential downtime and losses from fraudulent activities. As a result, MandMDirect significantly improved customer satisfaction and retention.
Bluefly uses Tealeaf's customer experience management solution to gain visibility into customers' online browsing and purchasing sessions in order to optimize the customer experience on its website. Tealeaf allows Bluefly to identify and resolve issues like small text preventing customers from completing purchases, reducing stabilization time for a new website redesign. Tealeaf's session replays and analytics help Bluefly prioritize problems to improve conversions and ensure customers are not lost to competitors due to bad online experiences.
By 2015, mobile commerce will reach $163 billion worldwide, accounting for 12% of global commerce. Nearly a quarter of online adults have used mobile devices for transactions in the past year. However, 83% encountered issues last year such as error messages. When mobile transactions fail, customers may try later on a computer, switch to a competitor, or complain. To improve the mobile customer experience, companies should prioritize mobile, understand cross-channel behavior, develop a mobile strategy, identify and prevent issues, and link customer channels.
Customer Experience Management: Issues and Business Impact of Online Transact...Tealeaf, an IBM Company
Presented as part of the POST Magazine Ebusiness Strategies roundtable conference in London, an event specifically for the Insurance industry.
Discover the massive business impact of online transaction issues, the most common website problems, and how your customers are reacting... using a more expensive channel, abandoning to a competitor and worse, now sharing their poor online experience virally. Understand how online visibility by Tealeaf can increase conversion and drive revenue
LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
We will dig deeper into:
1. How to capture video testimonials that convert from your audience 🎥
2. How to leverage your testimonials to boost your sales 💲
3. How you can capture more CRM data to understand your audience better through video testimonials. 📊
Company Valuation webinar series - Tuesday, 4 June 2024FelixPerez547899
This session provided an update as to the latest valuation data in the UK and then delved into a discussion on the upcoming election and the impacts on valuation. We finished, as always with a Q&A
Understanding User Needs and Satisfying ThemAggregage
https://www.productmanagementtoday.com/frs/26903918/understanding-user-needs-and-satisfying-them
We know we want to create products which our customers find to be valuable. Whether we label it as customer-centric or product-led depends on how long we've been doing product management. There are three challenges we face when doing this. The obvious challenge is figuring out what our users need; the non-obvious challenges are in creating a shared understanding of those needs and in sensing if what we're doing is meeting those needs.
In this webinar, we won't focus on the research methods for discovering user-needs. We will focus on synthesis of the needs we discover, communication and alignment tools, and how we operationalize addressing those needs.
Industry expert Scott Sehlhorst will:
• Introduce a taxonomy for user goals with real world examples
• Present the Onion Diagram, a tool for contextualizing task-level goals
• Illustrate how customer journey maps capture activity-level and task-level goals
• Demonstrate the best approach to selection and prioritization of user-goals to address
• Highlight the crucial benchmarks, observable changes, in ensuring fulfillment of customer needs
Storytelling is an incredibly valuable tool to share data and information. To get the most impact from stories there are a number of key ingredients. These are based on science and human nature. Using these elements in a story you can deliver information impactfully, ensure action and drive change.
Navigating the world of forex trading can be challenging, especially for beginners. To help you make an informed decision, we have comprehensively compared the best forex brokers in India for 2024. This article, reviewed by Top Forex Brokers Review, will cover featured award winners, the best forex brokers, featured offers, the best copy trading platforms, the best forex brokers for beginners, the best MetaTrader brokers, and recently updated reviews. We will focus on FP Markets, Black Bull, EightCap, IC Markets, and Octa.
Taurus Zodiac Sign: Unveiling the Traits, Dates, and Horoscope Insights of th...my Pandit
Dive into the steadfast world of the Taurus Zodiac Sign. Discover the grounded, stable, and logical nature of Taurus individuals, and explore their key personality traits, important dates, and horoscope insights. Learn how the determination and patience of the Taurus sign make them the rock-steady achievers and anchors of the zodiac.
At Techbox Square, in Singapore, we're not just creative web designers and developers, we're the driving force behind your brand identity. Contact us today.
The Evolution and Impact of OTT Platforms: A Deep Dive into the Future of Ent...ABHILASH DUTTA
This presentation provides a thorough examination of Over-the-Top (OTT) platforms, focusing on their development and substantial influence on the entertainment industry, with a particular emphasis on the Indian market.We begin with an introduction to OTT platforms, defining them as streaming services that deliver content directly over the internet, bypassing traditional broadcast channels. These platforms offer a variety of content, including movies, TV shows, and original productions, allowing users to access content on-demand across multiple devices.The historical context covers the early days of streaming, starting with Netflix's inception in 1997 as a DVD rental service and its transition to streaming in 2007. The presentation also highlights India's television journey, from the launch of Doordarshan in 1959 to the introduction of Direct-to-Home (DTH) satellite television in 2000, which expanded viewing choices and set the stage for the rise of OTT platforms like Big Flix, Ditto TV, Sony LIV, Hotstar, and Netflix. The business models of OTT platforms are explored in detail. Subscription Video on Demand (SVOD) models, exemplified by Netflix and Amazon Prime Video, offer unlimited content access for a monthly fee. Transactional Video on Demand (TVOD) models, like iTunes and Sky Box Office, allow users to pay for individual pieces of content. Advertising-Based Video on Demand (AVOD) models, such as YouTube and Facebook Watch, provide free content supported by advertisements. Hybrid models combine elements of SVOD and AVOD, offering flexibility to cater to diverse audience preferences.
Content acquisition strategies are also discussed, highlighting the dual approach of purchasing broadcasting rights for existing films and TV shows and investing in original content production. This section underscores the importance of a robust content library in attracting and retaining subscribers.The presentation addresses the challenges faced by OTT platforms, including the unpredictability of content acquisition and audience preferences. It emphasizes the difficulty of balancing content investment with returns in a competitive market, the high costs associated with marketing, and the need for continuous innovation and adaptation to stay relevant.
The impact of OTT platforms on the Bollywood film industry is significant. The competition for viewers has led to a decrease in cinema ticket sales, affecting the revenue of Bollywood films that traditionally rely on theatrical releases. Additionally, OTT platforms now pay less for film rights due to the uncertain success of films in cinemas.
Looking ahead, the future of OTT in India appears promising. The market is expected to grow by 20% annually, reaching a value of ₹1200 billion by the end of the decade. The increasing availability of affordable smartphones and internet access will drive this growth, making OTT platforms a primary source of entertainment for many viewers.
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ARC Case Study
1. Airlines Reporting Corp:
The premier provider of financial settlement solutions and data
and analytic services for the travel industry.
Vital to fostering positive client relations, Customer Experience Management has
become a competency at ARC and Tealeaf is the corporate standard for delivering it.
Building on more than four decades of experience as the premier
provider of financial settlement solutions and data and analytical
services for the travel industry, ARC today continues to develop CUSTOMER PROFILE
innovative technology solutions designed to accommodate the needs
Airlines Reporting Corporation (ARC) is an airline-owned
of more than 20,000 travel agencies and corporate travel company providing ticket distribution, as well as reporting
departments across the United States. and financial settlement services for over 150 air and rail
carriers, and more than 20,000 ARC-accredited travel
agencies and corporate travel departments in the United
With more than 4 million travel transactions occurring each week, it States, Puerto Rico and the U.S. Virgin Islands. Processing
was only a matter of time before the company began migrating key over $77 billion in transactions annually, and with thirty-nine
months of transaction data depositories accessible online,
applications from a legacy, terminal-based environment to a new, ARC is the hub for travel settlement and data solutions.
more flexible, web-based environment. Given the world’s foremost
carriers place their trust in ARC for prompt and reliable settlement RETURN ON INVESTMENT
services, the company needed to ensure it could maintain its high
> > >
level of service during this time of transition, and beyond. 50% increase in first call 50% reduction in Reduced the time to
resolution rate escalations to production identify, reproduce and
CHALLENGES support and resolve site flaws by more
development than 50%
ARC knew its clients were eagerly awaiting the rollout of their new,
web-based applications, and the inherent enhancements that would
come with them, such as improved task flow and point and click But Tealeaf’s robust solution affords even greater benefits to the
navigation. However, the company was concerned that they wouldn’t company. Unlike their legacy, homegrown solution, Tealeaf includes
be able to provide the requisite level of service its customers had sophisticated search and indexing functionality that enables ARC to
come to expect. ARC’s former “green screen” applications enabled easily discover the magnitude of specific customer experience flaws
mirror logins, so whenever a travel agent called into customer and prioritize fixes accordingly. And, because Tealeaf itself is so easy
support with an issue, the ARC service representative was able to to use, ARC has rolled out access to more than 100 users across the
simultaneously log into the application as that travel agent and help enterprise—from customer service, production support and
them quickly resolve the problem. In addition, ARC’s legacy development, to product management, compliance and legal. When
applications incorporated homegrown functionally that monitored resolving issues or discussing product enhancements, ARC relies on
and captured all user sessions in order to meet the company’s legal Tealeaf’s online customer experience information to identify
and compliance requirements. The challenge for ARC, now that all opportunities for improvement, drive requirements and set priorities.
their applications were migrating to the Internet, was figuring out a In fact, Tealeaf, and the capabilities that it delivers, has become a
way to replicate both of these critical business capabilities without corporate standard for the delivery of all online products and
rebuilding or disrupting their new, web-based applications. services at ARC.
A NEW APPROACH
Tealeaf’s customer experience data has become a
After conducting a diligent search in the market for a potential
solution, ARC selected Tealeaf’s online Customer Experience common language at ARC. From customer service and
Management (CEM) solution. With Tealeaf, ARC confidently meets
the development team, to product management and the
their legal and compliance requirements to monitor and capture all
user transactions. In addition, Tealeaf’s replay ability—a page-by-page, executive staff, Tealeaf provides the common thread in how
browser-level recording of the actual customer experience—provides
ARC service representatives and customers with the level of service
we talk about servicing our customers better.
they are accustomed to giving and receiving. Michael Tarajos | Customer Experience Management Lead, ARC
tealeaf | ARC www.tealeaf.com