This document discusses how companies can provide smarter self-service options for millennial consumers. It recommends that companies make their websites journey-centric, use context to provide smart interactions, embed knowledge throughout the consumer journey, and allow self-service interactions to inform and optimize the experience. Some specific strategies mentioned include telling consumers relevant information based on their account details and behavior, using graphical representations to explain complex topics, and intelligently transitioning consumers to assisted service when needed. The overall goal is to provide consumers, especially millennials, with smart ways to get information, fix problems, and complete tasks through self-service options.
A seminar providing an overview of multichannel customer engagement and its relevance to organisations.
Also contains some research from two seminars answering the questions 'do you have a multichannel strategy', 'what would be the benefits of multichannel', 'what are the barriers to adopting multichannel'
Contact:
@mfenna
http://about.me/markfenna
A seminar providing an overview of multichannel customer engagement and its relevance to organisations.
Also contains some research from two seminars answering the questions 'do you have a multichannel strategy', 'what would be the benefits of multichannel', 'what are the barriers to adopting multichannel'
Contact:
@mfenna
http://about.me/markfenna
Why A ‘Channel Agnostic’ Approach To Search Can Deliver Greater ROISmart Insights
Brands are still approaching search marketing as two separate channels, organic and paid, and often engaging separate agencies to work on very different approaches. But in modern search, is this approach really relevant, and is it delivering the best possible return?
This session focuses on how to create a solid and differentiated digital roadmap, with emphasis on social media planning.
It seems like creating a roadmap in today’s ever changing digital landscape is harder than ever. The pace of change is incredible. Canadian online consumer behaviour has changed dramatically since 2009, emerging medias keep emerging and industries are shifting under social medias’ impact. So questions arise including how do you craft the best digital roadmap without becoming distracted? How do you meet today’s consumer expectations in digital?
Over the years – I’ve come to rely on a number of planning frameworks that bring great focus and balance to my digital planning for many brands with budgets of all sizes.
Join me for I will share:
- How to plan for changing consumer expectations
- How to approach digital strategy planning
- What a social media maturity model looks like and how to apply it to your own roadmap efforts
While customer experience is a top priority among business leaders, very few are successful in building a financial business case for their customer-focused efforts. As a result, customer experience improvement initiatives may not get the attention they deserve in the boardroom. In the presentation, “Connect the ROI Dots with a Customer Experience Value Strategy”, Don Ryan, senior partner, iKnowtion, a TeleTech Company, and Elizabeth Glagowski, editor-in-chief, Customer Strategist Journal, discuss concrete steps companies can take to tie customer experience to financial impact. Learn how to:
- Make the quantifiable business case for customer experience initiatives
- Translate NPS, customer experience scores, and other measurements into corporate financial terms using advanced analytics
- Understand which metrics lead to financial outcomes, so you know which levers to pull
2017 SMB Cloud Summit: The SMB Cloud Shift – Why & So What? (LSA)Localogy
This presentation was delivered at the first ever Local Search Association SMB Cloud Summit in San Francisco 12.7.17. For more visit: http://bit.ly/2nGhO8s
Dobiquity is a cloud-based platform that helps hospitality and tourism enterprises to improve business performance by replacing inefficient manual processes with user-friendly web and mobile apps. Our first three apps were launched in May 2015 and allow operators to enhance the quality of the customer experience. Additional apps to help manage important tasks such as On-the-Job Training, Stocktaking etc. will be launched regularly so the suite of apps will continuously expand. Each app digitises an important business task and also provides comprehensive reporting features to aid performance measurement and guide decision-making.
The Backbase webinar slides on Wednesday, 30th March: Embrace FinTech with Jouk Pleiter and Jelmer de Jong.
In this webinar, Jouk Pleiter and Jelmer de Jong of Backbase will talk about how banks turn the threat into opportunity and embrace fintech. Fintech is a hot market. All around the world, startups are launching, challenger banks are formed, and fintech is on everybody's lips. In this free webinar, we reveal how banking and financial services can learn from these new fintech players, and how banks can use fintech companies and fintech vision to accelerate their own digital transformation, with strong focus on:
How to leverage fintech in your digital strategy.
The emerging Banking as a Service (BaaS) model.
The impact of the open fintech API ecosystem.
Initiating rapid business innovation.
Real-world examples.
User Journey for the Digital Customer ExperienceHCL Technologies
Digitalization has impacted the user journeys which were relatively linear until now. With the amount of digitalization adoption through mobility social and analytics and cloud, companies have managed to alter not only the buying patterns for the customers, but also the user journeys. User journeys have been impacted in 4 ways. One, the customer service has moved beyond the company. Customers access resources present online to troubleshoot their problems. Peer to Peer service networks are accelerating the customer service moving beyond the company. Customers today are able to pay for what they use by selecting specific services enabled by companies. Companies are also able to target customer segments better with information about their wants.
The Journey to Exceptional Customer ExperienceCartegraph
This Loras College Business Analytics Symposium breakout session presented by Cathy Carlson and Bruce Barchus of Vizability LLC described the journey on the way to exceptional customer experience. What does that have to do with analytics? Everything. Data-driven decisions are critical to optimizing the way your organization delights (or not) your customers. Challenging your organization to be great on an end-to-end basis is never ending. Welcome to the journey.
Participants received a guide for getting real world results, including a list of tools to help along the way.
Summary of Salesforce capabilities to improve customer service operations and processes resulting in improved customer satisfaction and significant cost reduction.
This presentation was delivered at the first ever Local Search Association SMB Cloud Summit in San Francisco 12.7.17. For more visit: http://bit.ly/2nGhO8s
Customer Journey Analyses: Requirements and Choices Digital Analytics Day 2014ro11 GmbH
20 min Vortrag "Customer Journey Analyses: Requirements and Choices" von Nic Diefenbach und Roland Markowski auf dem Digital Analytics Day 2014 in Hamburg.
In our first spring Engage meet-up we explored different ways of making IT more human-centered. Melvin Brand Flu, director of strategy and business design at Livework, talked about architecting the customer experience in a large organisation.
http://engagerotterdam.com
http://liveworkstudio.com
20150512 presentation seminar digital transformationPascal Spelier
This presenation I gave at Capgemini's Seminar on Digital Transformation (https://www.se.capgemini.com/events/seminar-digital-transformation-may-12th) in Sweden. Don't hesitate to contact me if you want more information about the topic and the contents of the presentation: pascal.spelier(at)capgemini.com
Why A ‘Channel Agnostic’ Approach To Search Can Deliver Greater ROISmart Insights
Brands are still approaching search marketing as two separate channels, organic and paid, and often engaging separate agencies to work on very different approaches. But in modern search, is this approach really relevant, and is it delivering the best possible return?
This session focuses on how to create a solid and differentiated digital roadmap, with emphasis on social media planning.
It seems like creating a roadmap in today’s ever changing digital landscape is harder than ever. The pace of change is incredible. Canadian online consumer behaviour has changed dramatically since 2009, emerging medias keep emerging and industries are shifting under social medias’ impact. So questions arise including how do you craft the best digital roadmap without becoming distracted? How do you meet today’s consumer expectations in digital?
Over the years – I’ve come to rely on a number of planning frameworks that bring great focus and balance to my digital planning for many brands with budgets of all sizes.
Join me for I will share:
- How to plan for changing consumer expectations
- How to approach digital strategy planning
- What a social media maturity model looks like and how to apply it to your own roadmap efforts
While customer experience is a top priority among business leaders, very few are successful in building a financial business case for their customer-focused efforts. As a result, customer experience improvement initiatives may not get the attention they deserve in the boardroom. In the presentation, “Connect the ROI Dots with a Customer Experience Value Strategy”, Don Ryan, senior partner, iKnowtion, a TeleTech Company, and Elizabeth Glagowski, editor-in-chief, Customer Strategist Journal, discuss concrete steps companies can take to tie customer experience to financial impact. Learn how to:
- Make the quantifiable business case for customer experience initiatives
- Translate NPS, customer experience scores, and other measurements into corporate financial terms using advanced analytics
- Understand which metrics lead to financial outcomes, so you know which levers to pull
2017 SMB Cloud Summit: The SMB Cloud Shift – Why & So What? (LSA)Localogy
This presentation was delivered at the first ever Local Search Association SMB Cloud Summit in San Francisco 12.7.17. For more visit: http://bit.ly/2nGhO8s
Dobiquity is a cloud-based platform that helps hospitality and tourism enterprises to improve business performance by replacing inefficient manual processes with user-friendly web and mobile apps. Our first three apps were launched in May 2015 and allow operators to enhance the quality of the customer experience. Additional apps to help manage important tasks such as On-the-Job Training, Stocktaking etc. will be launched regularly so the suite of apps will continuously expand. Each app digitises an important business task and also provides comprehensive reporting features to aid performance measurement and guide decision-making.
The Backbase webinar slides on Wednesday, 30th March: Embrace FinTech with Jouk Pleiter and Jelmer de Jong.
In this webinar, Jouk Pleiter and Jelmer de Jong of Backbase will talk about how banks turn the threat into opportunity and embrace fintech. Fintech is a hot market. All around the world, startups are launching, challenger banks are formed, and fintech is on everybody's lips. In this free webinar, we reveal how banking and financial services can learn from these new fintech players, and how banks can use fintech companies and fintech vision to accelerate their own digital transformation, with strong focus on:
How to leverage fintech in your digital strategy.
The emerging Banking as a Service (BaaS) model.
The impact of the open fintech API ecosystem.
Initiating rapid business innovation.
Real-world examples.
User Journey for the Digital Customer ExperienceHCL Technologies
Digitalization has impacted the user journeys which were relatively linear until now. With the amount of digitalization adoption through mobility social and analytics and cloud, companies have managed to alter not only the buying patterns for the customers, but also the user journeys. User journeys have been impacted in 4 ways. One, the customer service has moved beyond the company. Customers access resources present online to troubleshoot their problems. Peer to Peer service networks are accelerating the customer service moving beyond the company. Customers today are able to pay for what they use by selecting specific services enabled by companies. Companies are also able to target customer segments better with information about their wants.
The Journey to Exceptional Customer ExperienceCartegraph
This Loras College Business Analytics Symposium breakout session presented by Cathy Carlson and Bruce Barchus of Vizability LLC described the journey on the way to exceptional customer experience. What does that have to do with analytics? Everything. Data-driven decisions are critical to optimizing the way your organization delights (or not) your customers. Challenging your organization to be great on an end-to-end basis is never ending. Welcome to the journey.
Participants received a guide for getting real world results, including a list of tools to help along the way.
Summary of Salesforce capabilities to improve customer service operations and processes resulting in improved customer satisfaction and significant cost reduction.
This presentation was delivered at the first ever Local Search Association SMB Cloud Summit in San Francisco 12.7.17. For more visit: http://bit.ly/2nGhO8s
Customer Journey Analyses: Requirements and Choices Digital Analytics Day 2014ro11 GmbH
20 min Vortrag "Customer Journey Analyses: Requirements and Choices" von Nic Diefenbach und Roland Markowski auf dem Digital Analytics Day 2014 in Hamburg.
In our first spring Engage meet-up we explored different ways of making IT more human-centered. Melvin Brand Flu, director of strategy and business design at Livework, talked about architecting the customer experience in a large organisation.
http://engagerotterdam.com
http://liveworkstudio.com
20150512 presentation seminar digital transformationPascal Spelier
This presenation I gave at Capgemini's Seminar on Digital Transformation (https://www.se.capgemini.com/events/seminar-digital-transformation-may-12th) in Sweden. Don't hesitate to contact me if you want more information about the topic and the contents of the presentation: pascal.spelier(at)capgemini.com
So, with great enthusiasm Insights Success has shortlisted,
“The 10 Most Promising Payment and Card Solution
Providers 2019”, who are working round the clock to make
transactions more secured and efficient.
Also, while flipping the pages don’t forget to go through the
CXOs and articles written by
Creating a Holistic Financial Experience Strategy BlendConf 2013Rikki Teeters
Big Banks have lost the trust of the people. Traditional relationships between banks and the people need to change from Sales People / Customers to Trusted Advisors / Clients. The traditional branch is not dead, it just needs to evolve. It is crucial for banks to create a Holistic Experience Strategy in order to survive in the future. The Financial Industry must stop penalizing people with fees and start adding value to their lives. It is our job to leave the industry a better place than when we found it!
Creating a Holistic Financial Experience Strategy from BlendConf 2013
A knowledge session conducted at BHIVE and its connected workspace fraternity drawn from amongst startups to SMBs and large companies - the focus was to provide an understanding of what it means to embark on Digital Transformation for the Enterprise and then for each one of us as Individuals. Digital as a term is used very loosely and it's time to dispel some of the myths.
For the reader, know that this provides a high level perspective and is by no means intended to completely address the topic of Digital Transformation. There's also a section on what it means for individuals to continually evolve their brand, and this is also constantly changing as newer tools of relevance emerge.
This piece of work was presented mostly in a personal capacity, and the document has attributes and citations where needed.
ALL RESPECTED MLM FRIENDS A GOOD NEWS FOR ME & ALL MLM LEADERS WWW.PAY4LIKE.COM IS LAUNCH GLOBALY 2015 FROM PANAMA JOINING ONLY 25$ U EARN EVERY WEAK 10$ TO 6 WEAK WORK ON FACEBOOK SO GIVE YOUR MAIL FOR PPT & FOR TOP POSITION Call: 9825692554 visit :www.pay4like.com
UX Conversion Camp: Aldermore Bank, Making Corporate UX WorkLisa Duddington MSc
UX Conversion Camp is the UK's only brand-only conversion event, organised by Keep It Usable. 2017 was the best yet! Here are the slides from our fantastic presenters, Aldermore Bank.
For more information on UXCC, please visit www.uxconversioncamp.com
Why Gamification in Lending Tech Must ImproveFlyyx Tech
With various lending tech companies out there, battling in the game to win customers, their engagement, and loyalty, it's the need of the hour to switch to unique ideas.
But how does one get all their rolling in a jiffy? All those gamification use cases? This is where Flyy, a gamified SaaS tool, comes in.
We have helped companies like Kotak, CASHe, and more boost their customer acquisition, retention, and engagement.
Using our platform, you can launch gamified campaigns like refer and earn, daily check-in, leaderboard, spin the wheel, and more our plug-and-play SDK.
# Internet Security: Safeguarding Your Digital World
In the contemporary digital age, the internet is a cornerstone of our daily lives. It connects us to vast amounts of information, provides platforms for communication, enables commerce, and offers endless entertainment. However, with these conveniences come significant security challenges. Internet security is essential to protect our digital identities, sensitive data, and overall online experience. This comprehensive guide explores the multifaceted world of internet security, providing insights into its importance, common threats, and effective strategies to safeguard your digital world.
## Understanding Internet Security
Internet security encompasses the measures and protocols used to protect information, devices, and networks from unauthorized access, attacks, and damage. It involves a wide range of practices designed to safeguard data confidentiality, integrity, and availability. Effective internet security is crucial for individuals, businesses, and governments alike, as cyber threats continue to evolve in complexity and scale.
### Key Components of Internet Security
1. **Confidentiality**: Ensuring that information is accessible only to those authorized to access it.
2. **Integrity**: Protecting information from being altered or tampered with by unauthorized parties.
3. **Availability**: Ensuring that authorized users have reliable access to information and resources when needed.
## Common Internet Security Threats
Cyber threats are numerous and constantly evolving. Understanding these threats is the first step in protecting against them. Some of the most common internet security threats include:
### Malware
Malware, or malicious software, is designed to harm, exploit, or otherwise compromise a device, network, or service. Common types of malware include:
- **Viruses**: Programs that attach themselves to legitimate software and replicate, spreading to other programs and files.
- **Worms**: Standalone malware that replicates itself to spread to other computers.
- **Trojan Horses**: Malicious software disguised as legitimate software.
- **Ransomware**: Malware that encrypts a user's files and demands a ransom for the decryption key.
- **Spyware**: Software that secretly monitors and collects user information.
### Phishing
Phishing is a social engineering attack that aims to steal sensitive information such as usernames, passwords, and credit card details. Attackers often masquerade as trusted entities in email or other communication channels, tricking victims into providing their information.
### Man-in-the-Middle (MitM) Attacks
MitM attacks occur when an attacker intercepts and potentially alters communication between two parties without their knowledge. This can lead to the unauthorized acquisition of sensitive information.
### Denial-of-Service (DoS) and Distributed Denial-of-Service (DDoS) Attacks
This 7-second Brain Wave Ritual Attracts Money To You.!nirahealhty
Discover the power of a simple 7-second brain wave ritual that can attract wealth and abundance into your life. By tapping into specific brain frequencies, this technique helps you manifest financial success effortlessly. Ready to transform your financial future? Try this powerful ritual and start attracting money today!
APNIC Foundation, presented by Ellisha Heppner at the PNG DNS Forum 2024APNIC
Ellisha Heppner, Grant Management Lead, presented an update on APNIC Foundation to the PNG DNS Forum held from 6 to 10 May, 2024 in Port Moresby, Papua New Guinea.
Multi-cluster Kubernetes Networking- Patterns, Projects and GuidelinesSanjeev Rampal
Talk presented at Kubernetes Community Day, New York, May 2024.
Technical summary of Multi-Cluster Kubernetes Networking architectures with focus on 4 key topics.
1) Key patterns for Multi-cluster architectures
2) Architectural comparison of several OSS/ CNCF projects to address these patterns
3) Evolution trends for the APIs of these projects
4) Some design recommendations & guidelines for adopting/ deploying these solutions.
Bridging the Digital Gap Brad Spiegel Macon, GA Initiative.pptxBrad Spiegel Macon GA
Brad Spiegel Macon GA’s journey exemplifies the profound impact that one individual can have on their community. Through his unwavering dedication to digital inclusion, he’s not only bridging the gap in Macon but also setting an example for others to follow.
1.Wireless Communication System_Wireless communication is a broad term that i...JeyaPerumal1
Wireless communication involves the transmission of information over a distance without the help of wires, cables or any other forms of electrical conductors.
Wireless communication is a broad term that incorporates all procedures and forms of connecting and communicating between two or more devices using a wireless signal through wireless communication technologies and devices.
Features of Wireless Communication
The evolution of wireless technology has brought many advancements with its effective features.
The transmitted distance can be anywhere between a few meters (for example, a television's remote control) and thousands of kilometers (for example, radio communication).
Wireless communication can be used for cellular telephony, wireless access to the internet, wireless home networking, and so on.
1.Wireless Communication System_Wireless communication is a broad term that i...
eGain Digital Day 2016 - Smarter Self-Service for the Millennial Consumer
1. Smarter Self-Service
for the Millennial
Consumer
John Connors| Sr Director, Digital Transformation, eGain March 8, 2016
2. Setting the Scene
Slide 2
SMARTER SELF-SERVICE
Smart Ways to Tell Me Something
Smart Ways to Fix My Problem
Smart Ways to Let Me Do Something
3. Phone 73% Email 68%
Chat 58% Twitter 37%
Help or FAQs
on a company
website
76%
Customers like DIY
4. 74%
83%
65%
55%
54%
51%
73%
73%
42%
35%
37%
31%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
Conversation with a customer service
representative or agent via telephone
Help or Frequently Asked Questions (FAQs)
on a company's Web site
Online forum or community with other
customers (e.g., Walmart's Customer Q&A…
Using a self-service mobile phone
application
Using an online “virtual agent” (an avatar
that simulates a customer service…
Contacting a company using Twitter
35+ years old*
18-34 years old
Source: Forrester data for 2012-14
The millennial approach to service
5. Attributes of
Millennials
We have high
expectations
We know technology
Don’t bore us !
Our smartphone is
always with us
Yeah, we’re
social
We want to fix it
ourselves
We’re all individuals
Don’t waste our time Any and all channels
We’d rather find it than
learn it
What makes millennials tick?
6. Digital Customer Enterprise
• Know me
o Long term, life cycle knowledge
o Short term, journey knowledge
• Be easy to interact with
• Be consistent
• Treat me well
• Provide value
• Be fun, innovative, different
• Control costs
o Be efficient, be effective
• Attract, Acquire & Retain customers
• Be efficient
• Increase revenues
o “develop” customers, upsell, cross-sell
• Promote & protect brand
There has to be a balance!
Digital relationships
7. How do I
decrease my
credit limit?
Why do customers come to
the web site? Informational
ComplexTransactional
Tell me
something
Let me do
something
Fix my
problem for
me
How do I enroll in
paperless
communications
Can I request a
specific amount
for my credit limit
increase?
I lost my
card
Decrease my
credit limit
Login ResetTransfer
rewards to
new card
After I enroll for
paperless
communications,
when will I receive my
first paperless billing
statement?
I paid my bill
online, why are
you charging me
late fee?
8. USE context to make things smarter
Research
Sign Up
Early LifeIn Life
Renewal
Customer
lifecycle
9. Setting the Scene
Slide 9
SMARTER SELF-SERVICE
Smart Ways to Tell Me Something
Smart Ways to Fix My Problem
Smart Ways to Let Me Do Something
20. Confused journey
Where should
they click?
Customer needs some help regarding
simple trading terms – e.g. Personal Trading
Level or Settlement Period
21. Optimised journey
Your Personal Trading Level was
set, with your agreement, when
your account was opened.
If you wish to increase the level
please click here.
Settlement Period is governed by
where you are in your trading
period.