Retail trends in 2016/2017 will see retailers doubling down on omnichannel strategies and social/mobile integration to bridge online and offline experiences. In 2017, social media will become more shoppable and mobile will play a bigger role in the customer journey including fulfillment and loyalty programs. Retailers will also focus on personalization, localization, curation, and unifying online/offline data to improve the customer experience across all channels.
Ninety Consulting: The Omnichannel InsurerDan White
Some insurers are already pursuing omnichannel, but other sectors, e.g. retail, are seen as more advanced and could yield lessons for insurers. In Part 1 of this two-part paper, we look at some of the initiatives and issues that are emerging as insurers try to move to an omnichannel approach. In Part 2, released separately, we look at examples and lessons from other sectors and try to answer the question ‘What can insurers learn about omnichannel from other industry sectors?’ We will conclude by making some keynote recommendations and predictions about the changing nature of omnichannel and its impact on the insurance sector.
Conversational Commerce: Why Consumers Are Embracing Voice AssistantsCapgemini
Conversational commerce, or consumer purchases made via voice assistants, is poised to revolutionize how consumers and brands interact. While still in the early stages, rapid adoption of voice assistants will drive significant investment and innovation in this area. As voice technology improves and more devices become enabled with voice assistants, consumers are using them more for a variety of tasks including making purchases. The research found that over a third of current voice assistant users have already made purchases such as groceries or clothing using their voice assistant. It also found that consumers see voice assistants becoming a dominant form of interaction within three years, with users expecting to spend six times more via voice assistants compared to today. Major retailers and brands have begun partnering with companies like Google
IBM Bankenstamm - Mehrwert durch kanalübergreifenden Kundendialog im Banking IBM Switzerland
The document provides an agenda for an event discussing challenges and perspectives for banks in Switzerland. The agenda includes an introduction, a presentation on successful cross-channel customer dialog implementations in banking, steps toward an enhanced customer dialogue, and a conclusion with questions and answers. It also lists the schedule of the event, including registration, introductions, presentations, questions, and networking.
1) The document discusses the continuum of direct marketing relationships between businesses (B2B) and consumers (B2C). At one end is branding only, and at the other end is direct sales. In between are insights, experiences, product testing, and hybrid models.
2) Customers and B2B buyers now expect convenient online shopping experiences similar to B2C. Over 50% of B2B buyers expect to make purchases online within 3 years.
3) Moving further along the direct continuum can improve brand control, increase conversions, and help grow and retain customers. While challenging, direct approaches may become necessary as other players adopt them.
Mobile will require marketers to shift their entire marketing approach and treat mobile as a strategic priority through implementing multiyear strategies. Leading marketers will anticipate how mobile will disrupt business models in the coming years through deeper consumer engagement, real-time interactions, and contextual pricing. They will combine various data signals for rich mobile context to differentiate their offerings. Tablets will also be major disruptors in the short-term, so marketers must address separate use cases and experiences for phones versus tablets.
E-commerce refers to the buying and selling of goods and services online. Analytics in e-commerce helps businesses optimize their websites, grow their customer base through marketing campaigns, and retain customers through predictive analytics. Predictive analytics can help e-commerce businesses enhance product recommendations, pricing, and supply chain management. A case study shows how Amazon plans to use predictive analytics for anticipatory shipping to ship items before orders are placed. Another case study outlines how Mu-Sigma helped a CPG company improve revenue management through a strategic revenue management platform integrating data from multiple sources. The future of e-commerce is expected to see continued growth in online sales and mobile commerce.
Predictive analytics uses data about customers to help brands better understand their customers and build stronger relationships with them. This allows brands to personalize their marketing, improve customer retention, and gain insights for new product development. The document discusses how predictive analytics provides benefits such as increasing brand awareness, shaping brand preference, cultivating brand influencers, and collaborating on product development. It also outlines four steps for brands to start adopting predictive analytics, such as promoting a cultural shift to more individual customer relationships and acquiring a better understanding of customer behavior through data analytics.
Retail trends in 2016/2017 will see retailers doubling down on omnichannel strategies and social/mobile integration to bridge online and offline experiences. In 2017, social media will become more shoppable and mobile will play a bigger role in the customer journey including fulfillment and loyalty programs. Retailers will also focus on personalization, localization, curation, and unifying online/offline data to improve the customer experience across all channels.
Ninety Consulting: The Omnichannel InsurerDan White
Some insurers are already pursuing omnichannel, but other sectors, e.g. retail, are seen as more advanced and could yield lessons for insurers. In Part 1 of this two-part paper, we look at some of the initiatives and issues that are emerging as insurers try to move to an omnichannel approach. In Part 2, released separately, we look at examples and lessons from other sectors and try to answer the question ‘What can insurers learn about omnichannel from other industry sectors?’ We will conclude by making some keynote recommendations and predictions about the changing nature of omnichannel and its impact on the insurance sector.
Conversational Commerce: Why Consumers Are Embracing Voice AssistantsCapgemini
Conversational commerce, or consumer purchases made via voice assistants, is poised to revolutionize how consumers and brands interact. While still in the early stages, rapid adoption of voice assistants will drive significant investment and innovation in this area. As voice technology improves and more devices become enabled with voice assistants, consumers are using them more for a variety of tasks including making purchases. The research found that over a third of current voice assistant users have already made purchases such as groceries or clothing using their voice assistant. It also found that consumers see voice assistants becoming a dominant form of interaction within three years, with users expecting to spend six times more via voice assistants compared to today. Major retailers and brands have begun partnering with companies like Google
IBM Bankenstamm - Mehrwert durch kanalübergreifenden Kundendialog im Banking IBM Switzerland
The document provides an agenda for an event discussing challenges and perspectives for banks in Switzerland. The agenda includes an introduction, a presentation on successful cross-channel customer dialog implementations in banking, steps toward an enhanced customer dialogue, and a conclusion with questions and answers. It also lists the schedule of the event, including registration, introductions, presentations, questions, and networking.
1) The document discusses the continuum of direct marketing relationships between businesses (B2B) and consumers (B2C). At one end is branding only, and at the other end is direct sales. In between are insights, experiences, product testing, and hybrid models.
2) Customers and B2B buyers now expect convenient online shopping experiences similar to B2C. Over 50% of B2B buyers expect to make purchases online within 3 years.
3) Moving further along the direct continuum can improve brand control, increase conversions, and help grow and retain customers. While challenging, direct approaches may become necessary as other players adopt them.
Mobile will require marketers to shift their entire marketing approach and treat mobile as a strategic priority through implementing multiyear strategies. Leading marketers will anticipate how mobile will disrupt business models in the coming years through deeper consumer engagement, real-time interactions, and contextual pricing. They will combine various data signals for rich mobile context to differentiate their offerings. Tablets will also be major disruptors in the short-term, so marketers must address separate use cases and experiences for phones versus tablets.
E-commerce refers to the buying and selling of goods and services online. Analytics in e-commerce helps businesses optimize their websites, grow their customer base through marketing campaigns, and retain customers through predictive analytics. Predictive analytics can help e-commerce businesses enhance product recommendations, pricing, and supply chain management. A case study shows how Amazon plans to use predictive analytics for anticipatory shipping to ship items before orders are placed. Another case study outlines how Mu-Sigma helped a CPG company improve revenue management through a strategic revenue management platform integrating data from multiple sources. The future of e-commerce is expected to see continued growth in online sales and mobile commerce.
Predictive analytics uses data about customers to help brands better understand their customers and build stronger relationships with them. This allows brands to personalize their marketing, improve customer retention, and gain insights for new product development. The document discusses how predictive analytics provides benefits such as increasing brand awareness, shaping brand preference, cultivating brand influencers, and collaborating on product development. It also outlines four steps for brands to start adopting predictive analytics, such as promoting a cultural shift to more individual customer relationships and acquiring a better understanding of customer behavior through data analytics.
Power to the People: Customer Care and Social MediaCognizant
The growth of social media, including Facebook and Twitter, offers many opportunities for businesses to connect with customers. Nonetheless, most companies still view social media as an extension of their traditional sales and marketing efforts; few are using social media to strengthen customer care and offer customers consistent, seamless and satisfying experiences.
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
Your cognitive future in retail industryTero Angeria
Cognitive + retail = the future
Welcome to the age of cognitive computing, where intelligent machines simulate human brain capabilities to help solve society’s most vexing problems. For retail,cognitive computing has already arrived, and its potential to transform the industry is enormous. Cognitive systems are driving more personalized
shopping experiences and helping unearth customer trends. Our research reveals that retail leaders globally are poised to embrace this groundbreaking technology more holistically and, by doing so, will redefine the future in retail.
Car Buying & Retail Innovation Deep Dive ReportGood Rebels
This report is not about merely making the dealership experience more engaging (although that’s an important stepping stone). It is about revolutionising the entire car buying experience.
We’ll explore the findings of our research in the context of the wider market trends and challenge you to innovate as service providers as well as product sellers.
The overwhelming findings from our report show that Millennials WILL buy cars, but just not as we know it.
Retailers are increasingly using artificial intelligence and machine learning to personalize the customer experience and combat competition from Amazon. These technologies allow retailers to gain insights from customer data to send highly targeted communications through email and product recommendations. Experts predict that retailers who can offer the most personalized experiences will see faster revenue growth and greater customer loyalty in 2018.
Future of Payments for Debit, Mobile Payments, Prepaid & ATM Execspaythink2015
A quick review of the key payments executives covering the developments of prepaid innovation, tokenization, digital payments, critical regulatory developments and ATM performance.
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.
IBM Retail solutions offer long-standing commitment and investment
in leading-edge mobile partnerships, cognitive computing solution
development, acquisitions and research that provide disruptive
creativity and take a new approach (new business models) to solve
business problems.
2016 IBM Retail Industry Solutions GuideTero Angeria
IBM offers everything retailers need to transform—roadmap
development, solutions, infrastructure, research sciences,
consulting and interactive user experience design—based on
what consumers are demanding. We help retailers deepen
customer relationships and offer differentiated assortment
while driving operational excellence enterprisewide to spur
profitable growth.
This guide showcases IBM solutions for retail. It provides a quick overview of what retailers need to do within each of these areas and of the IBM solutions that can support those efforts.
Brands and retailers alike should be demanding more from online sales. Connected Life reveals the barriers to eCommerce fulfilling its potential – and shows how marketers can overcome them.
To succeed companies should extend their visions of the customer journey beyond the front-end experience and take a deep dive through all major processes that touch the customer such as order-to-cash, availability-to-promise, plan-to-manufacture, overall supply-chain management as well as the underlying technology architecture.
Today’s customers aren’t interested in just buying products or services. They buy experiences. The best companies build communities to create relationships with customers that extend long after their initial purchase.
6831 restarting the global-automotive-engineMahesh Battu
Significant challenges lie ahead for companies trying to rev up the global automotive engine. Automotive manufacturers are taking a hard look at the resiliency of a globally integrated supply chain brought to its knees by parts production disruptions in China even before the coronavirus spread around the world. A full demand recovery may take years as consumers face financial strain and uncertainty, putting off large purchases like new vehicles and delaying regular vehicle maintenance. How companies adapt sales and service models to evolving consumer preferences and financial realities will be key to restarting the global automotive industry.
An Analysis of U.S. P&C Insurance Customer-Facing Mobile AppsCognizant
Property and casualty insurers are playing catch-up in the mobile app space, with most failing to deliver features and functionality that meet consumer needs and expectations, or matching the capabilities provided on existing Web portals, our latest research shows.
Retailers considering mobile point-of-service (POS) solutions should evaluate key considerations to ensure success. Seamless integration with existing retail systems is important, as is utilizing similar business processes to the existing POS. Solutions should adhere to payment security standards and allow for easy implementation and maintenance of mobile POS hardware. Addressing these factors will maximize returns on mobile POS investments.
Fox Williams Fashion Law Seminar October 2014James Angus Pow
This document summarizes a seminar on the future of fashion. It discusses topics like the growth of online retail, how retailers can attract attention in an increasingly distracted world, putting retail changes in perspective globally, gaining competitive advantages through effective use of data and technology, and ensuring a seamless customer experience across physical and digital platforms. Speakers from companies like Fox Williams LLP, Country Attire and Orla Kiely shared their insights. Questions were taken at the end on issues like calculating holiday pay for commission-based workers in the fashion industry and Orla Kiely's international expansion.
Dialing Up Digital: Retaining a New Generation of CustomersCognizant
Our survey confirmed that to attract and retain young, tech-savvy customers, communications service providers must act fast to enhance their current services, better understand these customers’ needs, and make their digital support channels easier to use. This involves analyzing the differences between younger and older customers, and using that information to retain them and build their confidence. CSPs must also ensure that efforts to personalize solutions and services deliver the expected value, and also provide the levels of security and privacy these customers demand.
LinkedIn is a social networking site launched in 2003 for professional networking. It connects over 200 million professionals from a variety of industries and countries. The site allows users to build professional profiles, connect with colleagues and peers, and find career opportunities. LinkedIn's vision is to connect members to opportunities for social impact and create value for both professionals and the social sector. Its mission is to connect the world's professionals to make them more productive and successful.
Power to the People: Customer Care and Social MediaCognizant
The growth of social media, including Facebook and Twitter, offers many opportunities for businesses to connect with customers. Nonetheless, most companies still view social media as an extension of their traditional sales and marketing efforts; few are using social media to strengthen customer care and offer customers consistent, seamless and satisfying experiences.
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
Your cognitive future in retail industryTero Angeria
Cognitive + retail = the future
Welcome to the age of cognitive computing, where intelligent machines simulate human brain capabilities to help solve society’s most vexing problems. For retail,cognitive computing has already arrived, and its potential to transform the industry is enormous. Cognitive systems are driving more personalized
shopping experiences and helping unearth customer trends. Our research reveals that retail leaders globally are poised to embrace this groundbreaking technology more holistically and, by doing so, will redefine the future in retail.
Car Buying & Retail Innovation Deep Dive ReportGood Rebels
This report is not about merely making the dealership experience more engaging (although that’s an important stepping stone). It is about revolutionising the entire car buying experience.
We’ll explore the findings of our research in the context of the wider market trends and challenge you to innovate as service providers as well as product sellers.
The overwhelming findings from our report show that Millennials WILL buy cars, but just not as we know it.
Retailers are increasingly using artificial intelligence and machine learning to personalize the customer experience and combat competition from Amazon. These technologies allow retailers to gain insights from customer data to send highly targeted communications through email and product recommendations. Experts predict that retailers who can offer the most personalized experiences will see faster revenue growth and greater customer loyalty in 2018.
Future of Payments for Debit, Mobile Payments, Prepaid & ATM Execspaythink2015
A quick review of the key payments executives covering the developments of prepaid innovation, tokenization, digital payments, critical regulatory developments and ATM performance.
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.
IBM Retail solutions offer long-standing commitment and investment
in leading-edge mobile partnerships, cognitive computing solution
development, acquisitions and research that provide disruptive
creativity and take a new approach (new business models) to solve
business problems.
2016 IBM Retail Industry Solutions GuideTero Angeria
IBM offers everything retailers need to transform—roadmap
development, solutions, infrastructure, research sciences,
consulting and interactive user experience design—based on
what consumers are demanding. We help retailers deepen
customer relationships and offer differentiated assortment
while driving operational excellence enterprisewide to spur
profitable growth.
This guide showcases IBM solutions for retail. It provides a quick overview of what retailers need to do within each of these areas and of the IBM solutions that can support those efforts.
Brands and retailers alike should be demanding more from online sales. Connected Life reveals the barriers to eCommerce fulfilling its potential – and shows how marketers can overcome them.
To succeed companies should extend their visions of the customer journey beyond the front-end experience and take a deep dive through all major processes that touch the customer such as order-to-cash, availability-to-promise, plan-to-manufacture, overall supply-chain management as well as the underlying technology architecture.
Today’s customers aren’t interested in just buying products or services. They buy experiences. The best companies build communities to create relationships with customers that extend long after their initial purchase.
6831 restarting the global-automotive-engineMahesh Battu
Significant challenges lie ahead for companies trying to rev up the global automotive engine. Automotive manufacturers are taking a hard look at the resiliency of a globally integrated supply chain brought to its knees by parts production disruptions in China even before the coronavirus spread around the world. A full demand recovery may take years as consumers face financial strain and uncertainty, putting off large purchases like new vehicles and delaying regular vehicle maintenance. How companies adapt sales and service models to evolving consumer preferences and financial realities will be key to restarting the global automotive industry.
An Analysis of U.S. P&C Insurance Customer-Facing Mobile AppsCognizant
Property and casualty insurers are playing catch-up in the mobile app space, with most failing to deliver features and functionality that meet consumer needs and expectations, or matching the capabilities provided on existing Web portals, our latest research shows.
Retailers considering mobile point-of-service (POS) solutions should evaluate key considerations to ensure success. Seamless integration with existing retail systems is important, as is utilizing similar business processes to the existing POS. Solutions should adhere to payment security standards and allow for easy implementation and maintenance of mobile POS hardware. Addressing these factors will maximize returns on mobile POS investments.
Fox Williams Fashion Law Seminar October 2014James Angus Pow
This document summarizes a seminar on the future of fashion. It discusses topics like the growth of online retail, how retailers can attract attention in an increasingly distracted world, putting retail changes in perspective globally, gaining competitive advantages through effective use of data and technology, and ensuring a seamless customer experience across physical and digital platforms. Speakers from companies like Fox Williams LLP, Country Attire and Orla Kiely shared their insights. Questions were taken at the end on issues like calculating holiday pay for commission-based workers in the fashion industry and Orla Kiely's international expansion.
Dialing Up Digital: Retaining a New Generation of CustomersCognizant
Our survey confirmed that to attract and retain young, tech-savvy customers, communications service providers must act fast to enhance their current services, better understand these customers’ needs, and make their digital support channels easier to use. This involves analyzing the differences between younger and older customers, and using that information to retain them and build their confidence. CSPs must also ensure that efforts to personalize solutions and services deliver the expected value, and also provide the levels of security and privacy these customers demand.
LinkedIn is a social networking site launched in 2003 for professional networking. It connects over 200 million professionals from a variety of industries and countries. The site allows users to build professional profiles, connect with colleagues and peers, and find career opportunities. LinkedIn's vision is to connect members to opportunities for social impact and create value for both professionals and the social sector. Its mission is to connect the world's professionals to make them more productive and successful.
I had a burning desire to motivate my staff into generating ideas that would RADICALLY improve my department and support the goals and mission of our agency.
From my experience, in a typical mind mapping session, usually many ideas are developed, some innovative, perhaps, but rarely “Radical.” I wanted to change that paradigm from an idea, which could make a difference to blowing the doors off the walls.
LinkedIn is a social networking site launched in 2003 that is mainly used for professional networking. It connects over 200 million professionals from a variety of industries and allows them to share their experiences, find jobs, make business connections, and stay updated with industry news. The site is available in 20 languages and has the highest number of users in the United States and India. Users can easily create a profile, connect with colleagues and professionals in their industry, join professional groups, and search for jobs or business opportunities on the site.
Dokumen tersebut berisi daftar judul-judul contoh naskah drama, cerpen, makalah, pidato, puisi, dan surat yang dapat digunakan sebagai referensi dalam penulisan karya sastra maupun akademik. Terdapat berbagai tema yang dibahas mulai dari pendidikan, sosial, keagamaan, hingga percintaan.
Dokumen ini berisi daftar isi dan contoh-contoh naskah drama dalam bahasa Indonesia dan Inggris untuk berbagai jumlah karakter dan tema seperti persahabatan, pendidikan, komedi, dan lainnya.
Dokumen tersebut berisi daftar judul-judul contoh naskah drama, cerpen, makalah, pidato, puisi, dan surat yang dapat digunakan sebagai referensi dalam penulisan karya sastra maupun akademik. Terdapat berbagai genre dan tema yang dibahas mulai dari drama, cerita pendek, makalah pendidikan, pidato motivasi, puisi cinta hingga surat lamaran kerja.
Redefining Analytics and Commerce in the age of the empowered consumer_FrankT...IBM Switzerland
This document discusses how mobile technology and social media are reshaping business and consumer expectations. It notes that consumers now expect seamless, personalized experiences across all channels and want more control over how and when they interact with brands. The document advocates that companies take an integrated approach to commerce that focuses on customer experience, value chain optimization, and customer insight in order to deliver exceptional customer experiences.
The document discusses trends that will shape marketing in the future, including consumers expecting free services and transparency from companies, the importance of sharing consumer time over loyalty, and leveraging vast amounts of data and new technologies. The future of marketing will involve making things simple for customers, engaging them through communities and experiences rather than advertising, and using real-time insights to anticipate and meet consumer needs.
The Economist Intelligence Unit surveyed consumers to ask what they want from companies and how they rate companies for customer service. And we asked company executives about their attitudes to customer service and how well they think they are doing in joining up all of the new technologies in use today.
Get Loyalty Smart - Sectors of Opportunityemmersons1
The document discusses loyalty challenges and opportunities across different sectors including grocery/supermarkets, technology/appliance retailers, consumer insurance, and travel retailers. It notes that traditional loyalty programs are becoming less effective and brands are looking to leverage customer data to build more personalized loyalty strategies. Successful approaches discussed include using data insights to provide superior customer service, deliver additional value beyond price, and integrate technology to improve the customer experience at every touchpoint. The document advocates that truly loyal customer relationships require consistently interpreting data to understand customer behavior and needs.
Today’s buyers want the right content to fall into place at just the right time, but only 21 percent say the marketing messages they receive are “usually relevant.” So, what can you do in 2016 to better nurture contacts through the buying process and inspire loyalty among existing customers? Check out these 10 key trends that will shape digital marketing in 2016 and learn how you can deliver the outstanding cross-channel experiences your contacts want. Or, download the full white paper here: http://bit.ly/1Nv7X6q
Financial Services Firms Claim the CX Advantage Lithium
- The document discusses trends around customer engagement through social channels based on surveys of over 1,386 consumers. Customer experience is found to significantly impact brand loyalty, repeat business, and word-of-mouth recommendations.
- While industries like retail and hotels score high on customer experience, financial services firms like banks and credit card companies show a large gap between leaders and laggards, indicating room for improvement.
- Younger consumers increasingly want brands to provide customer support and listen/respond through social media, suggesting financial companies should focus on improving social customer interactions.
New lessons on building the consumer products brand experience. For CP companies, time, technology, changing consumer lifestyles, as well as disruptive competitors, are creating new opportunities beyond the traditional.
IBM Executive Report - New lessons on building the consumer products brand ex...Susanna Harper
Are consumer products (CP) companies about to have their Hollywood moment? Studios traditionally have been dream factories for consumers in a linear supply chain consisting of theaters and retail. But the combination of digital technology and Millennials has radically altered the entertainment industry. To reach increasingly empowered consumers, Hollywood is now a content creator at the center of a digital ecosystem, with business models that range from retail to direct-to-consumer. Similarly, for CP companies, time, technology, changing consumer lifestyles, as well as disruptive competitors, are creating new opportunities beyond the traditional. To take advantage, they must use digital technologies and secure the broadest possible ecosystem of business partners to create compelling brand experiences, drive purchase behavior and create unbreakable bonds with consumers.
The document discusses how customer expectations have risen significantly, driven by more connected, informed, and empowered consumers. It states that customer experience will be the main battleground for companies and brands going forward. While many companies have invested heavily in marketing, customer service, and logistics, overall customer experience has failed to improve for most brands. However, brands that have achieved superior customer experiences have seen double the revenue growth compared to market indexes. The document advocates that companies must adapt their supply chains and operations to meet rising customer expectations in order to remain competitive and drive growth.
The document discusses how customer expectations have risen significantly, driven by more connected, informed, and empowered consumers. It states that customer experience will be the main battleground for companies and brands going forward. While many companies have invested heavily in marketing, customer service, and logistics, overall customer experience has failed to improve for most brands. However, brands that have achieved superior customer experiences have seen double the revenue growth compared to industry averages. The document advocates that companies must adapt their supply chains and operations to meet rising customer expectations in order to remain competitive and drive growth.
Maximize How You Individualize: because the Journey and Outcome Matter Nicholas Kontopoulos
According to research from the Corporate Executive Board, 57% of the buying process is being completed before the first interaction with a sales person.
In recent years, a fundamental sea change has been occurring between buyers and sellers, with the former now ceasing control of the buying process. This paradigm shift has been digitally powered with todays buyers only one touch away from connecting with content or peers that can help guide them on their purchasing journey.
This presentation will explore the challenges that not only lay ahead for todays marketers, but also explore some of the ways in which innovative brands are adapting to this 'New Reality’.
CX Summit 2020 Keynote: Drive CX to the top of your organisations agenda with...Catherine Hills
How can I make thishappen in my org?
Information covered:
* COVID and e-commerce case study - is e-commerce saving lives?
* Product development, service delivery and go to market
* Customer services and support
* Technology delivery and enablement
* Employee experience and org culture
* Ethics and governance
* Inclusion and diversity
Customers Are Channel Neutral: The truth about multi-channel marketingDavid Harkins
Originally written in 2003 as a prediction for what would come to be known as "Omni-Channel marketing."
______
From 2003:
The term "multi-channel marketing" refers to the process of building a customer relationship across two or more marketing or sales channels.The channels are those that are interactive,such as face-to-face,telephone,email,Internet,or perhaps direct mail.These channels provide an organization the opportunity to develop and maintain the brand promise as the customer engages the organization at each point of contact.
Via: Retail Customer Experience
As our 2016 Retail Future Trends Report revealed, 2016 was once again a year of innovation amid a
competitive time for retailers that are online, offline and moving into the omnichannel realm. Mobile,
as well as data analytics and Internet of Things (IoT), hit home with retailers striving to drive a better
customer experience.
Consumers still are focused on a retailer’s website for product research; however, as this Top 100
report illustrates, they’re also increasingly using smartphones and other mobile devices.
The trends data revealed 35 percent of consumers believe it is very important for a retailer to have
both a brick-and-mortar and online presence. That consumer expectation may be a big reason
Amazon, which again took home the top honor in this Top 100 survey, is moving into the brick-andmortar
realm after over two decades of pure e-commerce strategy.
IBM Guide to Consumer Products Industry Technology TrendsTero Angeria
This guide provides a quick overview of what we believe manufacturers need to address within each of these
technological transformation areas and how IBM solutions can support that transformation.
IBM offers manufacturers the integrated solutions and services required to keep pace with today’s transformational business requirements. Based on the experiences and feedback from working with many leading consumer products clients around the globe, we have designed a portfolio of offerings that addresses the specific needs of consumer products companies from strategy and roadmap development to integrated software solution delivery all focused on using technology enablers to create new value across your enterprise.We help manufacturers deepen their relationships with their consumers, offer differentiated value to channel partners to generate competitive advantage, establish supply network improvements to increase efficiencies and achieve operational excellence—all for the express purpose of
supporting continued profitable growth.
The document discusses how cloud computing can provide benefits to consumer product companies by enabling faster responsiveness to changing business needs, higher consumer satisfaction, and lower operating costs. It notes that cloud computing allows flexible allocation of computing resources as needed and supports emerging analytics and innovation demands in a cost-effective way. The document highlights how IBM's cloud offerings like SAP on IBM Cloud can help run applications on shared computing resources to address waste from underutilized technology infrastructure.
The document discusses how cloud computing can provide benefits to consumer product companies by enabling faster responsiveness to changing business needs, higher consumer satisfaction, and lower operating costs. It notes that cloud computing addresses the waste of underutilized technology infrastructure by allowing computing capacity to be continuously adjusted and allocated efficiently. Cloud computing also provides the flexibility and cost-effectiveness required to meet emerging computing demands like analytics.
This presentation discusses integrated digital marketing. It defines online and digital marketing, examines the digital landscape and importance of data. It emphasizes creating a unified customer experience across channels through data and insights. Finally, it explores specific digital tactics like search, websites, email, social media and how to measure success through relevant metrics and ROI.
Latest Ecommerce Trends to Watch Out For 2023.pdfAdityaJani15
Regardless of your business model, eCommerce systems are critical to any online operation (whether B2B or B2C). It gives your company a platform to share and sell things to a wide range of potential clients online. However, with so many eCommerce platforms on the market, selecting the best one appears to be difficult. The eCommerce business shows no indications of slowing down in the near future.
Similar to Open for Business - Why customer centric organisations are winning more (20)
Ivanti’s Patch Tuesday breakdown goes beyond patching your applications and brings you the intelligence and guidance needed to prioritize where to focus your attention first. Catch early analysis on our Ivanti blog, then join industry expert Chris Goettl for the Patch Tuesday Webinar Event. There we’ll do a deep dive into each of the bulletins and give guidance on the risks associated with the newly-identified vulnerabilities.
Cosa hanno in comune un mattoncino Lego e la backdoor XZ?Speck&Tech
ABSTRACT: A prima vista, un mattoncino Lego e la backdoor XZ potrebbero avere in comune il fatto di essere entrambi blocchi di costruzione, o dipendenze di progetti creativi e software. La realtà è che un mattoncino Lego e il caso della backdoor XZ hanno molto di più di tutto ciò in comune.
Partecipate alla presentazione per immergervi in una storia di interoperabilità, standard e formati aperti, per poi discutere del ruolo importante che i contributori hanno in una comunità open source sostenibile.
BIO: Sostenitrice del software libero e dei formati standard e aperti. È stata un membro attivo dei progetti Fedora e openSUSE e ha co-fondato l'Associazione LibreItalia dove è stata coinvolta in diversi eventi, migrazioni e formazione relativi a LibreOffice. In precedenza ha lavorato a migrazioni e corsi di formazione su LibreOffice per diverse amministrazioni pubbliche e privati. Da gennaio 2020 lavora in SUSE come Software Release Engineer per Uyuni e SUSE Manager e quando non segue la sua passione per i computer e per Geeko coltiva la sua curiosità per l'astronomia (da cui deriva il suo nickname deneb_alpha).
Things to Consider When Choosing a Website Developer for your Website | FODUUFODUU
Choosing the right website developer is crucial for your business. This article covers essential factors to consider, including experience, portfolio, technical skills, communication, pricing, reputation & reviews, cost and budget considerations and post-launch support. Make an informed decision to ensure your website meets your business goals.
Your One-Stop Shop for Python Success: Top 10 US Python Development Providersakankshawande
Simplify your search for a reliable Python development partner! This list presents the top 10 trusted US providers offering comprehensive Python development services, ensuring your project's success from conception to completion.
Taking AI to the Next Level in Manufacturing.pdfssuserfac0301
Read Taking AI to the Next Level in Manufacturing to gain insights on AI adoption in the manufacturing industry, such as:
1. How quickly AI is being implemented in manufacturing.
2. Which barriers stand in the way of AI adoption.
3. How data quality and governance form the backbone of AI.
4. Organizational processes and structures that may inhibit effective AI adoption.
6. Ideas and approaches to help build your organization's AI strategy.
Building Production Ready Search Pipelines with Spark and MilvusZilliz
Spark is the widely used ETL tool for processing, indexing and ingesting data to serving stack for search. Milvus is the production-ready open-source vector database. In this talk we will show how to use Spark to process unstructured data to extract vector representations, and push the vectors to Milvus vector database for search serving.
In the rapidly evolving landscape of technologies, XML continues to play a vital role in structuring, storing, and transporting data across diverse systems. The recent advancements in artificial intelligence (AI) present new methodologies for enhancing XML development workflows, introducing efficiency, automation, and intelligent capabilities. This presentation will outline the scope and perspective of utilizing AI in XML development. The potential benefits and the possible pitfalls will be highlighted, providing a balanced view of the subject.
We will explore the capabilities of AI in understanding XML markup languages and autonomously creating structured XML content. Additionally, we will examine the capacity of AI to enrich plain text with appropriate XML markup. Practical examples and methodological guidelines will be provided to elucidate how AI can be effectively prompted to interpret and generate accurate XML markup.
Further emphasis will be placed on the role of AI in developing XSLT, or schemas such as XSD and Schematron. We will address the techniques and strategies adopted to create prompts for generating code, explaining code, or refactoring the code, and the results achieved.
The discussion will extend to how AI can be used to transform XML content. In particular, the focus will be on the use of AI XPath extension functions in XSLT, Schematron, Schematron Quick Fixes, or for XML content refactoring.
The presentation aims to deliver a comprehensive overview of AI usage in XML development, providing attendees with the necessary knowledge to make informed decisions. Whether you’re at the early stages of adopting AI or considering integrating it in advanced XML development, this presentation will cover all levels of expertise.
By highlighting the potential advantages and challenges of integrating AI with XML development tools and languages, the presentation seeks to inspire thoughtful conversation around the future of XML development. We’ll not only delve into the technical aspects of AI-powered XML development but also discuss practical implications and possible future directions.
Unlock the Future of Search with MongoDB Atlas_ Vector Search Unleashed.pdfMalak Abu Hammad
Discover how MongoDB Atlas and vector search technology can revolutionize your application's search capabilities. This comprehensive presentation covers:
* What is Vector Search?
* Importance and benefits of vector search
* Practical use cases across various industries
* Step-by-step implementation guide
* Live demos with code snippets
* Enhancing LLM capabilities with vector search
* Best practices and optimization strategies
Perfect for developers, AI enthusiasts, and tech leaders. Learn how to leverage MongoDB Atlas to deliver highly relevant, context-aware search results, transforming your data retrieval process. Stay ahead in tech innovation and maximize the potential of your applications.
#MongoDB #VectorSearch #AI #SemanticSearch #TechInnovation #DataScience #LLM #MachineLearning #SearchTechnology
Have you ever been confused by the myriad of choices offered by AWS for hosting a website or an API?
Lambda, Elastic Beanstalk, Lightsail, Amplify, S3 (and more!) can each host websites + APIs. But which one should we choose?
Which one is cheapest? Which one is fastest? Which one will scale to meet our needs?
Join me in this session as we dive into each AWS hosting service to determine which one is best for your scenario and explain why!
Climate Impact of Software Testing at Nordic Testing DaysKari Kakkonen
My slides at Nordic Testing Days 6.6.2024
Climate impact / sustainability of software testing discussed on the talk. ICT and testing must carry their part of global responsibility to help with the climat warming. We can minimize the carbon footprint but we can also have a carbon handprint, a positive impact on the climate. Quality characteristics can be added with sustainability, and then measured continuously. Test environments can be used less, and in smaller scale and on demand. Test techniques can be used in optimizing or minimizing number of tests. Test automation can be used to speed up testing.
Programming Foundation Models with DSPy - Meetup SlidesZilliz
Prompting language models is hard, while programming language models is easy. In this talk, I will discuss the state-of-the-art framework DSPy for programming foundation models with its powerful optimizers and runtime constraint system.
Driving Business Innovation: Latest Generative AI Advancements & Success StorySafe Software
Are you ready to revolutionize how you handle data? Join us for a webinar where we’ll bring you up to speed with the latest advancements in Generative AI technology and discover how leveraging FME with tools from giants like Google Gemini, Amazon, and Microsoft OpenAI can supercharge your workflow efficiency.
During the hour, we’ll take you through:
Guest Speaker Segment with Hannah Barrington: Dive into the world of dynamic real estate marketing with Hannah, the Marketing Manager at Workspace Group. Hear firsthand how their team generates engaging descriptions for thousands of office units by integrating diverse data sources—from PDF floorplans to web pages—using FME transformers, like OpenAIVisionConnector and AnthropicVisionConnector. This use case will show you how GenAI can streamline content creation for marketing across the board.
Ollama Use Case: Learn how Scenario Specialist Dmitri Bagh has utilized Ollama within FME to input data, create custom models, and enhance security protocols. This segment will include demos to illustrate the full capabilities of FME in AI-driven processes.
Custom AI Models: Discover how to leverage FME to build personalized AI models using your data. Whether it’s populating a model with local data for added security or integrating public AI tools, find out how FME facilitates a versatile and secure approach to AI.
We’ll wrap up with a live Q&A session where you can engage with our experts on your specific use cases, and learn more about optimizing your data workflows with AI.
This webinar is ideal for professionals seeking to harness the power of AI within their data management systems while ensuring high levels of customization and security. Whether you're a novice or an expert, gain actionable insights and strategies to elevate your data processes. Join us to see how FME and AI can revolutionize how you work with data!
HCL Notes und Domino Lizenzkostenreduzierung in der Welt von DLAUpanagenda
Webinar Recording: https://www.panagenda.com/webinars/hcl-notes-und-domino-lizenzkostenreduzierung-in-der-welt-von-dlau/
DLAU und die Lizenzen nach dem CCB- und CCX-Modell sind für viele in der HCL-Community seit letztem Jahr ein heißes Thema. Als Notes- oder Domino-Kunde haben Sie vielleicht mit unerwartet hohen Benutzerzahlen und Lizenzgebühren zu kämpfen. Sie fragen sich vielleicht, wie diese neue Art der Lizenzierung funktioniert und welchen Nutzen sie Ihnen bringt. Vor allem wollen Sie sicherlich Ihr Budget einhalten und Kosten sparen, wo immer möglich. Das verstehen wir und wir möchten Ihnen dabei helfen!
Wir erklären Ihnen, wie Sie häufige Konfigurationsprobleme lösen können, die dazu führen können, dass mehr Benutzer gezählt werden als nötig, und wie Sie überflüssige oder ungenutzte Konten identifizieren und entfernen können, um Geld zu sparen. Es gibt auch einige Ansätze, die zu unnötigen Ausgaben führen können, z. B. wenn ein Personendokument anstelle eines Mail-Ins für geteilte Mailboxen verwendet wird. Wir zeigen Ihnen solche Fälle und deren Lösungen. Und natürlich erklären wir Ihnen das neue Lizenzmodell.
Nehmen Sie an diesem Webinar teil, bei dem HCL-Ambassador Marc Thomas und Gastredner Franz Walder Ihnen diese neue Welt näherbringen. Es vermittelt Ihnen die Tools und das Know-how, um den Überblick zu bewahren. Sie werden in der Lage sein, Ihre Kosten durch eine optimierte Domino-Konfiguration zu reduzieren und auch in Zukunft gering zu halten.
Diese Themen werden behandelt
- Reduzierung der Lizenzkosten durch Auffinden und Beheben von Fehlkonfigurationen und überflüssigen Konten
- Wie funktionieren CCB- und CCX-Lizenzen wirklich?
- Verstehen des DLAU-Tools und wie man es am besten nutzt
- Tipps für häufige Problembereiche, wie z. B. Team-Postfächer, Funktions-/Testbenutzer usw.
- Praxisbeispiele und Best Practices zum sofortigen Umsetzen
Let's Integrate MuleSoft RPA, COMPOSER, APM with AWS IDP along with Slackshyamraj55
Discover the seamless integration of RPA (Robotic Process Automation), COMPOSER, and APM with AWS IDP enhanced with Slack notifications. Explore how these technologies converge to streamline workflows, optimize performance, and ensure secure access, all while leveraging the power of AWS IDP and real-time communication via Slack notifications.
“An Outlook of the Ongoing and Future Relationship between Blockchain Technologies and Process-aware Information Systems.” Invited talk at the joint workshop on Blockchain for Information Systems (BC4IS) and Blockchain for Trusted Data Sharing (B4TDS), co-located with with the 36th International Conference on Advanced Information Systems Engineering (CAiSE), 3 June 2024, Limassol, Cyprus.
Removing Uninteresting Bytes in Software FuzzingAftab Hussain
Imagine a world where software fuzzing, the process of mutating bytes in test seeds to uncover hidden and erroneous program behaviors, becomes faster and more effective. A lot depends on the initial seeds, which can significantly dictate the trajectory of a fuzzing campaign, particularly in terms of how long it takes to uncover interesting behaviour in your code. We introduce DIAR, a technique designed to speedup fuzzing campaigns by pinpointing and eliminating those uninteresting bytes in the seeds. Picture this: instead of wasting valuable resources on meaningless mutations in large, bloated seeds, DIAR removes the unnecessary bytes, streamlining the entire process.
In this work, we equipped AFL, a popular fuzzer, with DIAR and examined two critical Linux libraries -- Libxml's xmllint, a tool for parsing xml documents, and Binutil's readelf, an essential debugging and security analysis command-line tool used to display detailed information about ELF (Executable and Linkable Format). Our preliminary results show that AFL+DIAR does not only discover new paths more quickly but also achieves higher coverage overall. This work thus showcases how starting with lean and optimized seeds can lead to faster, more comprehensive fuzzing campaigns -- and DIAR helps you find such seeds.
- These are slides of the talk given at IEEE International Conference on Software Testing Verification and Validation Workshop, ICSTW 2022.
3. NEW GAME,
NEW RULES
Customers expect to seamlessly interact with companies
through multiple touch points – any time of the day or night
New Game
Customers now have complete
access to company and competitor
information and the power to
instantaneously share positive and
negative feedback.
New Rules
Companies must invest significantly
in their people, processes and
technology to meet these expectations.
4. Expect this “Age
of the Customer”
to last at least
another 10 years 1990-
2010
2010-
?
1960-
1990
1900-
1960
Sources
of Dom
inance
Successful Com
panies
Age of Manufacturing
Mass manufacturing
makes industrial
powerhouse successful
Ford, RCA, GE,
Boeing, P&G, Sony
Age of Distribution
Global connections and
transportation systems
make distribution key
Wal-Mart, Toyota,
UPS, CSX
Age of Information
Connected PCs and supply
chains mean those who
control information flow
dominate
Comcast, Amazon,
E*TRADE, American Express,
Google
Age of the Customer
Power comes from
engaging with
empowered customers
Contenders include
Facebook, IBM,
Best Buy, Apple
Source: Forrester, Competitive Strategy
in the Age of The Customer, Oct 2013
5. AND IT’S NOT
JUST B2C…
Enterprise buyers are
mimicking consumer
shopping behaviours
HIGH STAKES
6. HEADINGBetween 2009
and 2012, leading
customer-centric
organisations
generated:
1.8 times greater gross profits
3.4 times bigger net incomes
2.4 times larger share prices
Source: IBM, ‘State of Marketing Survey 2013 report’
7. Customers that are
‘advocates’ stay
18-25 percent
longer than ‘neutrals’
or ‘detractors’
Customers that are
‘advocates’ make
110-410 percent
more referrals than
the ‘neutrals’ or
‘detractors’
Source: PwC 2012 Productivity in Australian Banking Report
Customer
Centricity
delivers:
25%
410%
Customers that are
‘advocates’ spend
30-60 percent more
than ‘neutrals’ or
‘detractors’
60%
8. Leaders in
customer
experience
out-pace the
competition
Over a recent five-year period,
customer-experience leaders
grew by 22.5%
while there was a 1.3% decline for
the S&P 500 market index and a
46.3% decline for the laggard
portfolio.
Source: Forrester Customer Experience Index, 2013
10. Forrester expect this “Age of the Customer” to last at least another 10 years
Impact of
personal
emotion on
B2B purchases
more will be paid by business buyers for a product/
service that offers an improved customer experience
of business decision-makers say third-party sites and
feedback from business partners, industry peers
or social channels is more important than conversations
with a company’s sales teams when making a
purchasing decision
Source: Avanade - Wakefield Research, ‘B2B is the New B2C - The Consumerization of Enterprise
Sales’ October 2013, - Key findings from Australian respondents
21%
60%
12. Customers
are voting with
their feet
By taking a customer-centric approach to
technology, Commonwealth Bank has become the
main financial institution for one in three Australians.
It is also Australia’s number one online bank and the
number one choice for contactless payments.
Roy Morgan Research, June 2013.
A major Australian furniture and white goods
retailer delivered the very worst levels of service
in 2012. Their results for that year reflected a
decrease of 39.2%
Source: Choice ‘Customer Service Shadow Shop’, September 2012
14. REALITY CHECK 56% of companies described
themselves as customer centric.
ONLY 12% of their customers agreed.
Source: CMO Council Customer Affinity study, 2008
15. Forrester expect this “Age of the Customer” to last at least another 10 years
SO HOW DO
YOU BUILD A
CUSTOMER-
CENTRIC
ORGANISATION?
16. Forrester expect this “Age of the Customer” to last at least another 10 years
Create a
Customer-Driven
Framework for
an award winning
business
Source: Harvard Business Review, ‘Choosing the Right Customer’,
Robert Simon, March 2014
Identify the
best primary
customer for
your business
Create
processes
to learn what
that customer
values
Allocate
resources
accordingly
Build an
interactive
control
process to
monitor the
assumptions
that underlie
your choice
4
2
3
1
17. Forrester expect this “Age of the Customer” to last at least another 10 years
Try these three
simple steps:
Connecting more –
Deliver personalised
messages and
services across
multiple channels by
leveraging individual
customer behaviour
and context
Source: IBM’s State of Marketing Survey 2013
Doing more –
Act on insights
systematically and
consistently
Seeing more –
Take a broader view
of the customer
experience,
across the whole
organisation
1 2 3
18. Forrester expect this “Age of the Customer” to last at least another 10 years
Make your
approach to
customer
centricty
holistic by:
Building a clear vision and defined goals
Breaking down functional boundaries
Changing the organisation from day to day – People,
Process & Technology
Source: Booz & C0, 2010
19. Forrester expect this “Age of the Customer” to last at least another 10 years
WHAT TYPES
OF CHANGES
ARE BUSINESSES
MAKING?
20. mobile devices
customer relationship
management (CRM) systems
mobile applications
social media
Forrester expect this “Age of the Customer” to last at least another 10 years
Source: Avanade - Wakefield Research, ‘B2B is the New B2C - The Consumerization of Enterprise Sales’ October 2013,
Key findings from Australian respondents
84% of companies have changed at least one
business process in the past three years to better
interact with customers.
Businesses
are investing in
technologies
79%
57%
54%
50%
21. HOW CAN
NEC HELP?
NEC is uniquely positioned to help organisations
transform their customer’s experience. With a range
of experienced professionals dedicated to each
component of Customer Experience, NEC’s
Customer Experience consultants can work with
your business to design, implement and support a
range of customer experience and contact centre
solutions to ensure your businesses continues to
gain retain valuable customers.
Our comprehensive Customer Experience solutions encompass
deep expertise and integration in:
- Customer Relationship Management software
- Knowledge management and portals
- Strategy, governance and planning
- Customer Analytics (Business Intelligence)
- Smart devices
- Contact Centre solutions
- Biometrics
For more information please call us 131 632 or emailus@nec.com.au