DIRECTV is a major pay TV provider that aims to deliver the best video experience anytime, anywhere for its customers. To achieve this, DIRECTV takes an innovative approach called "Fail Fast, Innovate Often" where it rapidly prototypes new digital experiences. DIRECTV's CIO Mike Benson has focused the IT department on innovating through initiatives like an innovation lab and "Shark Tank" competitions to fund new ideas. Using TBM methods, DIRECTV can track costs and resources to accelerate innovation. This has helped DIRECTV adapt to changes in the industry, engage customers digitally, and grow despite competition.
On the 5th December 2013, Intelecom took a trip into the future to look at the trends which will influence our contact centres and the way in which we deliver customer service. Featuring a fascinating key note from Gartner, Intelecom also took the opportunity to dispel some of the myths surrounding Cloud contact centres and highlighted the growing importance of Social Media in customer service.
Teleperformance - Smart personalized service door het gebruik van Data Science BigDataExpo
Bij Teleperformance helpen we klanten waarde toe te voegen aan het klanttraject. We gebruiken Data Science voor onze Omnichannel-klantinteracties om de behoeften van de klant te voorspellen, zodat we het beste antwoord kunnen geven.
Customer Contact Market Report
HIGHLIGHTS
Outsourcing still provides meaningful cost savings, representing roughly 20% of the total market with approximately 2.0 million outsourced agents located primarily in India and the Philippines.
Technology developments, vendor pruning, and consumer demand push providers to expand their product, service, and channel offerings.20
M&A activity expected to increase steadily in 2017 as corporate profits and consumer spending increases.
FCC onshoring initiatives continue to create jobs within big industry players via organic growth and acquisitions.19
Steady growth opportunities on a go-forward basis as the global customer contact management market is expected to grow to $81 billion by 2018 representing a CAGR of 6.1%.
U.S. based healthcare legislative changes and requirements will increase costs and complexity of compliance.
2015 YEAR IN REVIEW
Advancing technology and differentiation boost growth rates
2015 was an exciting year for the Customer Contact Management (CCM) industry, with huge strides in technology, automation, differentiation, and omni-channel diversification. Customers want to use the channel that most quickly solves their problems, including voice, chat, text, and social media. Corporate services expanded their technology offerings making large technological advances, as witnessed with Amazon's new Alexa -- a virtual assistant that can answer a wide variety of questions from weather to traffic. These technological advances around automation create a surge of efficiency and growth opportunities for CCM businesses. According to International Customer Management Institute (ICMI), nearly 55% of customers want an automated self-service experience, increasing efficiency and decreasing costs for businesses. In addition, 80% of companies plan to use customer service as a way to differentiate themselves from their competition.4
On the 5th December 2013, Intelecom took a trip into the future to look at the trends which will influence our contact centres and the way in which we deliver customer service. Featuring a fascinating key note from Gartner, Intelecom also took the opportunity to dispel some of the myths surrounding Cloud contact centres and highlighted the growing importance of Social Media in customer service.
Teleperformance - Smart personalized service door het gebruik van Data Science BigDataExpo
Bij Teleperformance helpen we klanten waarde toe te voegen aan het klanttraject. We gebruiken Data Science voor onze Omnichannel-klantinteracties om de behoeften van de klant te voorspellen, zodat we het beste antwoord kunnen geven.
Customer Contact Market Report
HIGHLIGHTS
Outsourcing still provides meaningful cost savings, representing roughly 20% of the total market with approximately 2.0 million outsourced agents located primarily in India and the Philippines.
Technology developments, vendor pruning, and consumer demand push providers to expand their product, service, and channel offerings.20
M&A activity expected to increase steadily in 2017 as corporate profits and consumer spending increases.
FCC onshoring initiatives continue to create jobs within big industry players via organic growth and acquisitions.19
Steady growth opportunities on a go-forward basis as the global customer contact management market is expected to grow to $81 billion by 2018 representing a CAGR of 6.1%.
U.S. based healthcare legislative changes and requirements will increase costs and complexity of compliance.
2015 YEAR IN REVIEW
Advancing technology and differentiation boost growth rates
2015 was an exciting year for the Customer Contact Management (CCM) industry, with huge strides in technology, automation, differentiation, and omni-channel diversification. Customers want to use the channel that most quickly solves their problems, including voice, chat, text, and social media. Corporate services expanded their technology offerings making large technological advances, as witnessed with Amazon's new Alexa -- a virtual assistant that can answer a wide variety of questions from weather to traffic. These technological advances around automation create a surge of efficiency and growth opportunities for CCM businesses. According to International Customer Management Institute (ICMI), nearly 55% of customers want an automated self-service experience, increasing efficiency and decreasing costs for businesses. In addition, 80% of companies plan to use customer service as a way to differentiate themselves from their competition.4
Value Creation and Customer Experience Management in Mobile VAS for an Enhanc...Ali Saghaeian
Some of the topics covered in this slide deck:
Mapping the Customer Experience and creating Value
Customer experience as an ecosystem play
Top business and process challenges for customer experience programs
Deepen engagement over the lifecycle of the customer
Importance of Self Service in better customer experience
Objectives for Customer Experience Management (CEM)
Comparing Traditional Customer Service vs. Next Gen Proactive Support
In today's world of ever-changing consumer tastes and preferences, retailers need to keep up and cater to changing trends. The presentation talks about using technology for interactive marketing, analyzing consumer behaviour, and transforming-customer experiences.
This ppt is based on how DBS Bank has achieved digitization, vision, mission, profit, growth, market strategy, history, details, limitations, achievements, awards, CEO, products, applications they created, charts. This case study will give brief about how they become digitally strong and powerful in Asian market
Why Digital Transformation Is the Future Capgemini
Your end users are increasingly demanding personalized and relevant content, delivered via multiple channels that respond in new and innovative ways. This opens up a new spectrum of opportunities to increase customer advocacy and drive growth.
In this presentation, the VP for Digital Customer Experience at Capgemini exclusively shares the findings of an upcoming Capgemini Consulting and MIT publication titled "Leading Digital" (published by Harvard Business Review Press), based on a study of more than 400 organizations.
The presentation explains how these firms have successfully used digital to gain strategic advantage, sharing the principles and practices that can help achieve similar effective digital transformation to lay a profitable path to the future.
Originally presented by Simon Short, Head of Digital Customer Experience, & Arjan Kramer, Global Lead for Ocommerce, for Capgemini at Oracle OpenWorld 2014.
http://www.capgemini.com/oracle
The Four Essential Pillars of Digital TransformationIan Thomas
Based on years of practical experience this whitepaper distils four key pillars we have observed time and again in successful digital initiatives, providing a structured foundation for an orderly, end-to-end digital transformation of the enterprise.
State of the SMB Market | For IP Communications and Cloud ServicesMetaswitch
New York-based consultancy GrowthMark has recently completed a comprehensive research study
of the Small and Medium Business (SMB) market for IP Communications and Cloud Services. The
study included a survey of more than 850 SMB owners and decision makers across North America,
telephone interviews with more than 100 of the survey participants, and mystery shopping of
products from nearly 20 leading service providers.
Hilarie Koplow-McAdams, President Commercial SMB Unit for Salesforce, and Michael Lazerow, CMO of Marketing Cloud for Salesforce, made this presentation at the McKinsey Chief Marketing & Sales Officer Forum event in 2012.
Cloud Computing Technology: A Mechanism for Achieving Sustainable IT GoalsBooz Allen Hamilton
Booz Allen Hamilton, has long recognized the significant impact Cloud Computing will have on organizations providing services and products to costumers. This article focuses on Booz Allen's approach to using Computing as a mechanism for achieving sustainable IT goals.
Fred Isbell SAPinsider Projects 2016 Session: Making a Business Case for Clou...Fred Isbell
Building a business case for cloud and digital transformation: Issues, considerations, and best practices
Cloud computing is a disruptive technology and a key innovation for digital transformation. Attend this session to learn how to address innovations in your SAP projects and kick-start new initiatives that embrace cloud, big data and analytics, and social/digital solutions. You will:
• Review the “next wave” of innovation and business solutions, impacting both IT and Line of Business (LoB)
• Get key insights from industry influencers and experts to assist in building a business case
• Explore case studies from SAP projects, including key results and business impact and best practices to managing innovative project
The Rise of Digital Darwinism and the Real-world Business Drivers for Digital...Brian Solis
Digital transformation (DX) is shaping the future of business. While it can mean different things to different leaders, DX is about migrating from on-premises and labor-based models to the cloud, then complementing migration with cloud capabilities and agility. But to stop there would miss the full potential of using the cloud to enable DX.
The potential of DX is the sum of its parts: “digital” and “transformation.” Explored in isolation, we’re limited to either the constant pursuit and implementation of new technologies that enhance capabilities or a focus on change to modernize and become more efficient and innovative. Combined, they represent the future of business, how it operates, how it serves customers and employees, and how it adapts to industry evolution.
DX is continuous, never ends, and never a “won and done” series of checked boxes. DX is how organizations continually respond to disruptive events, trends, and technologies – beyond IT. The most effective partners in a DX journey explore existing states and capabilities within, benchmark those results against industry best practices and customer needs, and apply those insights to a strategic digital transformation plan of their own.
Future-proofing public sector and commercial businesses starts with future-proofing partner businesses. The PTP is an accelerator to drive DX and business modernization from B2B all the way to B2C. The PTP provides partners with the guidance to accelerate the development of their AWS skills and expertise to better serve their government, education, or nonprofit and also commercial customers’ journeys to the cloud.
Introducing the AWS Partner Transformation Program eBook
For PTP partners to get started, AWS created a DX playbook “The AWS Partner Transformation Program: Setting the Stage to Transformation Your Business.”
The eBook explores digital trends, DX methodologies, and the needs and areas of opportunity for partner organizations. The eBook can help PTP partners chart a “transformation plan” to set the stage for their customers’ digital transformation.
The time is now to future-proof your business to future-proof your customer's business.
Helping companies to DIGITALLY TRANSFORM their processes and create WEB3 spaces to improve their efficiency, productivity and profitability. Through a comprehensive and customised approach, we develop technological solutions that adapt to their specific needs and enable them to achieve their long-term business objectives.
To provide exceptional service and to stay at the forefront of
technological trends, in order to offer the best solutions to
our customers.
Value Creation and Customer Experience Management in Mobile VAS for an Enhanc...Ali Saghaeian
Some of the topics covered in this slide deck:
Mapping the Customer Experience and creating Value
Customer experience as an ecosystem play
Top business and process challenges for customer experience programs
Deepen engagement over the lifecycle of the customer
Importance of Self Service in better customer experience
Objectives for Customer Experience Management (CEM)
Comparing Traditional Customer Service vs. Next Gen Proactive Support
In today's world of ever-changing consumer tastes and preferences, retailers need to keep up and cater to changing trends. The presentation talks about using technology for interactive marketing, analyzing consumer behaviour, and transforming-customer experiences.
This ppt is based on how DBS Bank has achieved digitization, vision, mission, profit, growth, market strategy, history, details, limitations, achievements, awards, CEO, products, applications they created, charts. This case study will give brief about how they become digitally strong and powerful in Asian market
Why Digital Transformation Is the Future Capgemini
Your end users are increasingly demanding personalized and relevant content, delivered via multiple channels that respond in new and innovative ways. This opens up a new spectrum of opportunities to increase customer advocacy and drive growth.
In this presentation, the VP for Digital Customer Experience at Capgemini exclusively shares the findings of an upcoming Capgemini Consulting and MIT publication titled "Leading Digital" (published by Harvard Business Review Press), based on a study of more than 400 organizations.
The presentation explains how these firms have successfully used digital to gain strategic advantage, sharing the principles and practices that can help achieve similar effective digital transformation to lay a profitable path to the future.
Originally presented by Simon Short, Head of Digital Customer Experience, & Arjan Kramer, Global Lead for Ocommerce, for Capgemini at Oracle OpenWorld 2014.
http://www.capgemini.com/oracle
The Four Essential Pillars of Digital TransformationIan Thomas
Based on years of practical experience this whitepaper distils four key pillars we have observed time and again in successful digital initiatives, providing a structured foundation for an orderly, end-to-end digital transformation of the enterprise.
State of the SMB Market | For IP Communications and Cloud ServicesMetaswitch
New York-based consultancy GrowthMark has recently completed a comprehensive research study
of the Small and Medium Business (SMB) market for IP Communications and Cloud Services. The
study included a survey of more than 850 SMB owners and decision makers across North America,
telephone interviews with more than 100 of the survey participants, and mystery shopping of
products from nearly 20 leading service providers.
Hilarie Koplow-McAdams, President Commercial SMB Unit for Salesforce, and Michael Lazerow, CMO of Marketing Cloud for Salesforce, made this presentation at the McKinsey Chief Marketing & Sales Officer Forum event in 2012.
Cloud Computing Technology: A Mechanism for Achieving Sustainable IT GoalsBooz Allen Hamilton
Booz Allen Hamilton, has long recognized the significant impact Cloud Computing will have on organizations providing services and products to costumers. This article focuses on Booz Allen's approach to using Computing as a mechanism for achieving sustainable IT goals.
Fred Isbell SAPinsider Projects 2016 Session: Making a Business Case for Clou...Fred Isbell
Building a business case for cloud and digital transformation: Issues, considerations, and best practices
Cloud computing is a disruptive technology and a key innovation for digital transformation. Attend this session to learn how to address innovations in your SAP projects and kick-start new initiatives that embrace cloud, big data and analytics, and social/digital solutions. You will:
• Review the “next wave” of innovation and business solutions, impacting both IT and Line of Business (LoB)
• Get key insights from industry influencers and experts to assist in building a business case
• Explore case studies from SAP projects, including key results and business impact and best practices to managing innovative project
The Rise of Digital Darwinism and the Real-world Business Drivers for Digital...Brian Solis
Digital transformation (DX) is shaping the future of business. While it can mean different things to different leaders, DX is about migrating from on-premises and labor-based models to the cloud, then complementing migration with cloud capabilities and agility. But to stop there would miss the full potential of using the cloud to enable DX.
The potential of DX is the sum of its parts: “digital” and “transformation.” Explored in isolation, we’re limited to either the constant pursuit and implementation of new technologies that enhance capabilities or a focus on change to modernize and become more efficient and innovative. Combined, they represent the future of business, how it operates, how it serves customers and employees, and how it adapts to industry evolution.
DX is continuous, never ends, and never a “won and done” series of checked boxes. DX is how organizations continually respond to disruptive events, trends, and technologies – beyond IT. The most effective partners in a DX journey explore existing states and capabilities within, benchmark those results against industry best practices and customer needs, and apply those insights to a strategic digital transformation plan of their own.
Future-proofing public sector and commercial businesses starts with future-proofing partner businesses. The PTP is an accelerator to drive DX and business modernization from B2B all the way to B2C. The PTP provides partners with the guidance to accelerate the development of their AWS skills and expertise to better serve their government, education, or nonprofit and also commercial customers’ journeys to the cloud.
Introducing the AWS Partner Transformation Program eBook
For PTP partners to get started, AWS created a DX playbook “The AWS Partner Transformation Program: Setting the Stage to Transformation Your Business.”
The eBook explores digital trends, DX methodologies, and the needs and areas of opportunity for partner organizations. The eBook can help PTP partners chart a “transformation plan” to set the stage for their customers’ digital transformation.
The time is now to future-proof your business to future-proof your customer's business.
Helping companies to DIGITALLY TRANSFORM their processes and create WEB3 spaces to improve their efficiency, productivity and profitability. Through a comprehensive and customised approach, we develop technological solutions that adapt to their specific needs and enable them to achieve their long-term business objectives.
To provide exceptional service and to stay at the forefront of
technological trends, in order to offer the best solutions to
our customers.
Personalization and gamification of entertainment servicesZinnov
The rapid proliferation of mobile devices and rise of multi- digital channels has disrupted the content distribution and consumption cycle, thereby creating a dynamic business environment for all media and entertainment players. The present operating landscape is driven by customer preferences and marks the advent of a new approach for customer interactions, powered by unique customer experiences through technology and data driven personalization.
The Digital Transformation Symphony: When IT and Business Play in SyncCapgemini
Digital Masters, such as Starbucks, that leverage digital technologies effectively, differentiate themselves from their peers by consciously striving to build a close relationship between IT and the business. However, Digital Masters are exceptions. The IT-business relationship in most organizations is often a fractious relationship rather than a marriage of equals. Business teams often find the IT department’s high costs and long implementation timelines unacceptable. In addition, IT leaders are often faulted for not speaking the language of business. Leading CIOs take this disconnect head on and try and fix it. Our research shows that leading CIOs take three key actions to align the IT department with the needs of the business: 1. redesign the IT department to unlock digital innovation; 2. create strong digital platforms; 3. rationalize IT Infrastructure to fund digital initiatives. We explore each of these actions in this research paper.
ICT eGuide: Want to switch foundation technology for operational efficiencies...Niamh Hughes
How to plan UK communications infrastructure with foundation technology across telecoms, business broadband and networks utilising cloud, fibre and PWANs or SD WAN.
With cloud, the economics change, the culture changes, the people, skills, compensation for the sales people changes. What vendors are going to help their partners make the transition to the cloud?
Through The TPM OCS Channel Development Model, we can help you with all phases on your Channel Strategy.
Why is Digital Signage and IPTV Regarded a Big Marketing Tool for a Companymecarlhooper
When you are planning a better connection and communication, you must implement digital signage & IPTV in your company. This solution provides more control of the company over the advertising campaign. Digital signage & IPTV can have a positive impact on employee morale and for more benefits, take a look at the given slideshow.
Digital Video Effectiveness Study IAB Internet Advertising
Revenue Report Social Media Metrics Definitions
Tony Anderson, Online Media Sales
Gen-Y Media Inc.
www.genymediainc.com tony@genymediainc.com
Online Ad Sales
Ad Serving, DoubleClick, DART DFP, adapt
Customer-centric digital transformation isn't just a buzzword - it's essential for survival in today's digital age. Putting your customers first can create experiences that differentiate your brand and drive long-term success.