With every new year comes an opportunity for businesses to surprise and delight customers. And 2019 will be no different. Companies will continue to look for ways to engage customers during every touchpoint on their journey and, in the process, will become wiser to their changing and growing demands. However, in the coming year, it’s imperative that businesses adapt to show customers that they are, in fact, listening. When businesses find the right balance between people and technology, expand how they view data, listen to their customers and meet them wherever they are—they will succeed
Cracking the Code on Insurance Company Customer LoyaltyCalabrio
It’s no longer simply about answering phones. As today’s insurance companies increasingly move toward direct-to-consumer distribution models, smart contact center leaders know the immense value they provide to their organization.
But how can they continually prove the contact center’s value to their company? And how can they use key voice of the customer data to unlock critical insights? More importantly, how can they use these insights to drive business success?
This SlideShare is a must-read for any insurance company focused on solving challenges facing insurers, improving the customer experience and making the contact center count.
The Future of Contact Centers Artificial IntelligenceJim Iyoob
It is not possible to have your company everywhere all the time, right? But today’s customers want it fast, they want it good and they want it their way. Your customer will leave you if it’s not their way; you can expect up to 95% of them to tell their friends, family and co-workers about their bad experience. Matt Rocco and I have put in a lot of work together to write “The Future of Contact Centers”.
The Rise of the Platform Marketer: Connected CRM in a Digital WorldArgyle Executive Forum
David Williams, Chairman and CEO of Merkle, discussed how an organization can build and maintain a data-driven customer relationship management (CRM) strategy during a Thought Leadership Spotlight Presented by Merkle at the 2014 Chief Marketing Officer Leadership Forum: Fall Event in San Francisco on Nov. 6. In his presentation, “Connected CRM: Delivering on a Data-Driven Business Strategy,” Williams noted the marketing landscape is changing, and delivering an omni-channel CRM experience is key for organizations to effectively engage consumers.
According to Williams, organizations need to consider the whole spectrum of consumer experiences to improve their customer interactions. However, organizations also need to understand how to collect and leverage data across this entire spectrum: “I would argue that for most organizations, they don’t fully realize that all of this data can be managed across the enterprise and across a set of hundreds of millions or tens of millions of consumers and that there’s value in this data across the entire spectrum.”
Data can deliver a competitive advantage for organizations of all sizes, Williams said. Organizations that differentiate between a customer strategy and a marketing strategy, Williams added, can find ways to incorporate data into their CRM strategies. Williams pointed out that the digitalization of media and channels is transforming how organizations connect with customers too: “We start talking about how digitalization of media and channels is changing our ability to know about consumers and their attitudes, needs, wants, behaviors, values and then how we might enhance or personalize experiences with them. In reality, many of these conversations are actually too narrow.”
- See more at: http://www.argylejournal.com/chief-marketing-officer/thought-leadership-spotlight-presented-by-merkle-connected-crm-delivering-on-a-data-driven-business-strategy-david-williams-chairman-and-ceo-merkle/#sthash.IppTS2Iw.dpuf
In the digital age, custimer service means far more than answering a phone call or replying to a mail or handlinga complaint.
It is going beyond these basics and enabling a great purchase & usage journey for the customer.
This presentation hopefullt helps you think, what are the pain points for customers & how can we ease them? what are teh pleasure points and how can we enhance them and most importantly how can we value add beyond what they expect and digitally delight them.
Happy reading...may it provoke you!
SDL surveyed nearly 3000 consumers across 9 countries and 3 generations about their single or most prominent points of CX failure and CX success over the last 10 years, how they behave as a result and the impact on a brand. Download the report to learn where the points of failure occur, how different generations and regions classify failures, how different consumers respond to failure and what can be done to take advantage of this wakeup call and avoid failure fallout.
Cracking the Code on Insurance Company Customer LoyaltyCalabrio
It’s no longer simply about answering phones. As today’s insurance companies increasingly move toward direct-to-consumer distribution models, smart contact center leaders know the immense value they provide to their organization.
But how can they continually prove the contact center’s value to their company? And how can they use key voice of the customer data to unlock critical insights? More importantly, how can they use these insights to drive business success?
This SlideShare is a must-read for any insurance company focused on solving challenges facing insurers, improving the customer experience and making the contact center count.
The Future of Contact Centers Artificial IntelligenceJim Iyoob
It is not possible to have your company everywhere all the time, right? But today’s customers want it fast, they want it good and they want it their way. Your customer will leave you if it’s not their way; you can expect up to 95% of them to tell their friends, family and co-workers about their bad experience. Matt Rocco and I have put in a lot of work together to write “The Future of Contact Centers”.
The Rise of the Platform Marketer: Connected CRM in a Digital WorldArgyle Executive Forum
David Williams, Chairman and CEO of Merkle, discussed how an organization can build and maintain a data-driven customer relationship management (CRM) strategy during a Thought Leadership Spotlight Presented by Merkle at the 2014 Chief Marketing Officer Leadership Forum: Fall Event in San Francisco on Nov. 6. In his presentation, “Connected CRM: Delivering on a Data-Driven Business Strategy,” Williams noted the marketing landscape is changing, and delivering an omni-channel CRM experience is key for organizations to effectively engage consumers.
According to Williams, organizations need to consider the whole spectrum of consumer experiences to improve their customer interactions. However, organizations also need to understand how to collect and leverage data across this entire spectrum: “I would argue that for most organizations, they don’t fully realize that all of this data can be managed across the enterprise and across a set of hundreds of millions or tens of millions of consumers and that there’s value in this data across the entire spectrum.”
Data can deliver a competitive advantage for organizations of all sizes, Williams said. Organizations that differentiate between a customer strategy and a marketing strategy, Williams added, can find ways to incorporate data into their CRM strategies. Williams pointed out that the digitalization of media and channels is transforming how organizations connect with customers too: “We start talking about how digitalization of media and channels is changing our ability to know about consumers and their attitudes, needs, wants, behaviors, values and then how we might enhance or personalize experiences with them. In reality, many of these conversations are actually too narrow.”
- See more at: http://www.argylejournal.com/chief-marketing-officer/thought-leadership-spotlight-presented-by-merkle-connected-crm-delivering-on-a-data-driven-business-strategy-david-williams-chairman-and-ceo-merkle/#sthash.IppTS2Iw.dpuf
In the digital age, custimer service means far more than answering a phone call or replying to a mail or handlinga complaint.
It is going beyond these basics and enabling a great purchase & usage journey for the customer.
This presentation hopefullt helps you think, what are the pain points for customers & how can we ease them? what are teh pleasure points and how can we enhance them and most importantly how can we value add beyond what they expect and digitally delight them.
Happy reading...may it provoke you!
SDL surveyed nearly 3000 consumers across 9 countries and 3 generations about their single or most prominent points of CX failure and CX success over the last 10 years, how they behave as a result and the impact on a brand. Download the report to learn where the points of failure occur, how different generations and regions classify failures, how different consumers respond to failure and what can be done to take advantage of this wakeup call and avoid failure fallout.
Beyond The Hype: Contact Center AI That WorksAggregage
To say that there has been a lot of hype around AI is an understatement. If AI is a red-hot topic, AI and knowledge management for contact centers is white hot! However, only 4% of respondents said they had even deployed AI, let alone get business benefits from it, according to a Gartner survey. Barriers to adoption include identifying use-cases, getting and sustaining funding, formulating a strategy, and lack of staff skills. Want to know how to overcome these impediments, and succeed with AI in 2019? Register for upcoming webinar “Beyond the Hype: Contact Center AI That Works”. You will learn top trends, proven use-cases, best practices, and real-world at-scale success stories for contact center AI.
Are White Papers Dead? Advance your B2B marketing campaigns from one-size-fit...Alinean, Inc.
White papers have been the mainstay of B2B marketing campaigns for decades, but each year the effectiveness of white paper fueled marketing / demand generation (demand-gen) campaigns is on the decline. Information overload, short attention span theater and personalization expectations are just a few of the reasons why relying on white papers to drive demand / generate qualified leads is not enough.
You need to advance your marketing into the 21st century with more interactive, dynamic personalized content that articulates your value to prospects / buyers / customers.
ValueStory Marketing Tools combine visual storytelling / whiteboards, provocative insights, diagnostic assessments, financial justification / ROI / TCO calculators to deliver a personalized one-to-one engagement and white paper deliverable.
Learn more at http://www.alinean.com
How Best-in-Class Contact Centers Satisfy Demanding CustomersKnowlagent
Omer Minkara, Research Analyst at the Aberdeen Group, discusses how your contact center can improve productivity and give customers the service they want and deserve.
Insurance companies are great at acquisition but bad at retention. Jack Morton offers our unique POV and 5 ways insurance brands can keep more customers.
Making The Case: Why Emotional Storytelling in B2B Marketing is Fundamental F...Francis Visaya
We often refer to and define businesses as ‘B2B’ or ‘B2C’. While these terms help us to differentiate between respective product and services offerings, they have also siloed marketers’ approaches to communicate with consumers. B2C brands tend to be more willing to be playful and provocative in their communication, while B2B marketers often find it difficult to strike a balance between being informative, innovative, and all the while inspiring. The truth is, regardless of the category a business falls under, their target audiences all share a collective, fundamental truth: they’re all human.
One of the most primitive and conspicuous ways we interact with one another to collectively create culture and make sense of reality is through stories. By definition, connecting with consumers means capitalizing on the most human of common threads - storytelling.
While there has been a slow but steady increase in B2B investments in storytelling over the past few years, it is seldom wide-spread. But why? Many marketers still feel push back from executive-level decision makers when trying to make the case for using more ‘emotional’ forms of communicating with consumers. Working with top brands in the Financial Services, Technology, and Software industries has given us tremendous insights into the barriers, bottlenecks, and misconceptions that stall the adoption of such storytelling practices at B2B organizations. This playbook addresses the qualitative and quantitative data behind the reasons your brand should be telling stories by specifically redefining and demystifying:
- What is brand storytelling?
- What role do emotions play in B2B decision making?
- How are successful brands sourcing and sharing these stories effectively?
- How can you make the case for emotional storytelling at your company?
Loyalty Deciphered — How Emotions Drive Genuine EngagementCapgemini
Current loyalty approaches are broken. Brands spend billions on loyalty programs but fail to increase customer engagement. Our previous research showed that 90% of consumers have a negative perception of loyalty programs. In addition, over half (54%) of loyalty memberships have fallen inactive and over a quarter of consumers (28%) abandon loyalty programs without redeeming any points.
Many of today’s loyalty programs attempt to buy consumer loyalty through monetary rewards. The consumer might receive discounts or vouchers and, in return, organizations expect them to spend more or give up their data. Many organizations run these sorts of programs and achieve what looks like loyalty, at least on the surface.
But what does it really mean for a consumer to be loyal to a brand?
To uncover the true drivers of loyalty, we undertook a worldwide, cross-sector research program. We broadened our perspective—exploring beyond the mechanical and rational drivers associated with conventional loyalty programs. We explored loyalty from an emotional perspective to identify the drivers that brands can harness to build meaningful loyalty with consumers. We surveyed over 9,000 consumers and 500 executives, and we spoke to leading academics in the field. The Research Methodology at the end of this report provides further details.
We found that emotions play a far greater role in creating true loyalty than current approaches recognize. In this report we:
Explore how emotions are the main driver of loyalty.
Understand who emotionally engaged consumers are and what motivates them.
Assess the size of the prize for organizations with emotionally engaged consumers.
Recommend strategies for how organizations can make better emotional connections with consumers.
Accenture identifies what motivates consumers & how these motivations lead to changing consumer expectations, preferences & shopping habits. Read more.
The keynote presentation from UserConf 2012. Richard White, CEO of UserVoice.com, talks about how business on the web has changed...and why taking care of customers is the only way you can succeed anymore.
Check out the video of this talk on YouTube: http://www.youtube.com/watch?v=qKapwfmpvew
Learn more about UserConf at http://www.userconf.co
The successful analytics organization - Epsilon and Transamerica, LIMRA Data ...Epsilon Marketing
Epsilon and Transamerica recently co-presented The successful analytics organization at the LIMRA Big Data Analytics Conference. The session was well attended and thought-provoking.
How can a business strategically use all the social tools for business purposes? It takes a sound strategy followed by execution by experienced resources that understand the art and science of social media.
Transforming CX with game-changing customer journeys BBPMedia1
Cross border kent vele facetten. Het kan gaan over het uitbreiden van je organisatie, maar ook het samenbrengen van je organisatie. Hoe dan ook, een excellente customer experience moet je behouden. Zet daarom de customer journey centraal en bouw vanuit daar verder. Thomas neemt je aan de hand van praktijkvoorbeelden mee hoe je als organisatie grenzen kunt laten verdwijnen en één verbonden wereld kunt creëren voor je consument.
Modern Marketing: The Case of Microsoft USMicrosoft
What are the challenges facing CMO's today? Explore the opportunities in modern marketing, and get a close up view of how Microsoft US is embracing digital transformation.
Beyond The Hype: Contact Center AI That WorksAggregage
To say that there has been a lot of hype around AI is an understatement. If AI is a red-hot topic, AI and knowledge management for contact centers is white hot! However, only 4% of respondents said they had even deployed AI, let alone get business benefits from it, according to a Gartner survey. Barriers to adoption include identifying use-cases, getting and sustaining funding, formulating a strategy, and lack of staff skills. Want to know how to overcome these impediments, and succeed with AI in 2019? Register for upcoming webinar “Beyond the Hype: Contact Center AI That Works”. You will learn top trends, proven use-cases, best practices, and real-world at-scale success stories for contact center AI.
Are White Papers Dead? Advance your B2B marketing campaigns from one-size-fit...Alinean, Inc.
White papers have been the mainstay of B2B marketing campaigns for decades, but each year the effectiveness of white paper fueled marketing / demand generation (demand-gen) campaigns is on the decline. Information overload, short attention span theater and personalization expectations are just a few of the reasons why relying on white papers to drive demand / generate qualified leads is not enough.
You need to advance your marketing into the 21st century with more interactive, dynamic personalized content that articulates your value to prospects / buyers / customers.
ValueStory Marketing Tools combine visual storytelling / whiteboards, provocative insights, diagnostic assessments, financial justification / ROI / TCO calculators to deliver a personalized one-to-one engagement and white paper deliverable.
Learn more at http://www.alinean.com
How Best-in-Class Contact Centers Satisfy Demanding CustomersKnowlagent
Omer Minkara, Research Analyst at the Aberdeen Group, discusses how your contact center can improve productivity and give customers the service they want and deserve.
Insurance companies are great at acquisition but bad at retention. Jack Morton offers our unique POV and 5 ways insurance brands can keep more customers.
Making The Case: Why Emotional Storytelling in B2B Marketing is Fundamental F...Francis Visaya
We often refer to and define businesses as ‘B2B’ or ‘B2C’. While these terms help us to differentiate between respective product and services offerings, they have also siloed marketers’ approaches to communicate with consumers. B2C brands tend to be more willing to be playful and provocative in their communication, while B2B marketers often find it difficult to strike a balance between being informative, innovative, and all the while inspiring. The truth is, regardless of the category a business falls under, their target audiences all share a collective, fundamental truth: they’re all human.
One of the most primitive and conspicuous ways we interact with one another to collectively create culture and make sense of reality is through stories. By definition, connecting with consumers means capitalizing on the most human of common threads - storytelling.
While there has been a slow but steady increase in B2B investments in storytelling over the past few years, it is seldom wide-spread. But why? Many marketers still feel push back from executive-level decision makers when trying to make the case for using more ‘emotional’ forms of communicating with consumers. Working with top brands in the Financial Services, Technology, and Software industries has given us tremendous insights into the barriers, bottlenecks, and misconceptions that stall the adoption of such storytelling practices at B2B organizations. This playbook addresses the qualitative and quantitative data behind the reasons your brand should be telling stories by specifically redefining and demystifying:
- What is brand storytelling?
- What role do emotions play in B2B decision making?
- How are successful brands sourcing and sharing these stories effectively?
- How can you make the case for emotional storytelling at your company?
Loyalty Deciphered — How Emotions Drive Genuine EngagementCapgemini
Current loyalty approaches are broken. Brands spend billions on loyalty programs but fail to increase customer engagement. Our previous research showed that 90% of consumers have a negative perception of loyalty programs. In addition, over half (54%) of loyalty memberships have fallen inactive and over a quarter of consumers (28%) abandon loyalty programs without redeeming any points.
Many of today’s loyalty programs attempt to buy consumer loyalty through monetary rewards. The consumer might receive discounts or vouchers and, in return, organizations expect them to spend more or give up their data. Many organizations run these sorts of programs and achieve what looks like loyalty, at least on the surface.
But what does it really mean for a consumer to be loyal to a brand?
To uncover the true drivers of loyalty, we undertook a worldwide, cross-sector research program. We broadened our perspective—exploring beyond the mechanical and rational drivers associated with conventional loyalty programs. We explored loyalty from an emotional perspective to identify the drivers that brands can harness to build meaningful loyalty with consumers. We surveyed over 9,000 consumers and 500 executives, and we spoke to leading academics in the field. The Research Methodology at the end of this report provides further details.
We found that emotions play a far greater role in creating true loyalty than current approaches recognize. In this report we:
Explore how emotions are the main driver of loyalty.
Understand who emotionally engaged consumers are and what motivates them.
Assess the size of the prize for organizations with emotionally engaged consumers.
Recommend strategies for how organizations can make better emotional connections with consumers.
Accenture identifies what motivates consumers & how these motivations lead to changing consumer expectations, preferences & shopping habits. Read more.
The keynote presentation from UserConf 2012. Richard White, CEO of UserVoice.com, talks about how business on the web has changed...and why taking care of customers is the only way you can succeed anymore.
Check out the video of this talk on YouTube: http://www.youtube.com/watch?v=qKapwfmpvew
Learn more about UserConf at http://www.userconf.co
The successful analytics organization - Epsilon and Transamerica, LIMRA Data ...Epsilon Marketing
Epsilon and Transamerica recently co-presented The successful analytics organization at the LIMRA Big Data Analytics Conference. The session was well attended and thought-provoking.
How can a business strategically use all the social tools for business purposes? It takes a sound strategy followed by execution by experienced resources that understand the art and science of social media.
Transforming CX with game-changing customer journeys BBPMedia1
Cross border kent vele facetten. Het kan gaan over het uitbreiden van je organisatie, maar ook het samenbrengen van je organisatie. Hoe dan ook, een excellente customer experience moet je behouden. Zet daarom de customer journey centraal en bouw vanuit daar verder. Thomas neemt je aan de hand van praktijkvoorbeelden mee hoe je als organisatie grenzen kunt laten verdwijnen en één verbonden wereld kunt creëren voor je consument.
Modern Marketing: The Case of Microsoft USMicrosoft
What are the challenges facing CMO's today? Explore the opportunities in modern marketing, and get a close up view of how Microsoft US is embracing digital transformation.
iProspect's Future Focus 2018: The New Machine RulesiProspect
It's time to Focus on the Future. Based on interviews with over 250 global advertisers, we address the biggest trends you need to master in order to be prepared for The New Machine Rules. Download your copy now: http://bit.ly/2AirbwR
Putting the Experience in Digital Customer ExperienceCognizant
As the digital revolution has gained momentum, it has become widely understood that the “digital customer experience” is the key to engage with, delight and monetize customers in the modern world. However, only a miniscule number of companies believe their customers’ current digital experience qualifies as “excellent,” our primary research reveals.
By all accounts, 2019 will be the year marketers (finally!) get serious about customer experience (CX). Defined by BusinessDictionary.com as “the entirety of the interactions a
customer has with a company and its products,” CX has long been a hot topic, and in our age of endless distractions, an aspect of customer relationship management (or CRM)
that businesses can’t afford to get wrong. Armed with intelligent technologies capable of delivering the highest levels of customization and personalization, brands and their
partners will place big bets on CX – and its impact on driving conversions – in the year to
come.
Now onto a handful of the trends we’ve been tracking, in no particular order
Digital disruption webinar oxford universityZoodikers
A webinar delivered at Said Business School, The University of Oxford, looking at digital transformation, social business, AI and much more.
Delivered to an audience of CMOs and CPOs, looking at how AI impacts all industries and business functions.
iStart feature: All you need is love: A modern marketers's tech guideHayden McCall
The arrival of new technologies has opened opportunities for marketing, but taking advantage of them requires a significant shift in modus operandi. In today's 'age of the customer' where consumers have easy access to a multitude of research tools, marketing is all about leveraging technology to gauge customer sentiment and build reputation based on honesty, openness and authenticity. Clare Coulson asked industry thought leaders how businesses should behave and where technology fits....
The Power of Intelligent CX: Discovering Trends in the Age of AILucy Zeniffer
The Power of Intelligent CX: Discovering Trends in the Age of AI" delves into how Artificial Intelligence revolutionizes Customer Experience (CX). Exploring emerging trends and insights, it illuminates how businesses leverage AI to understand, engage, and satisfy customers. From personalized interactions to predictive analytics, this book unveils the transformative potential of AI in enhancing CX strategies for businesses across industries.
The ultimate guide to the new buyers journeyMarketBridge
At MarketBridge we have the privilege of working with hundreds of marketing and sales leaders every month. In those discussions one thing is abundantly clear: the customer buying journey is rapidly changing and organizations are struggling to keep up.
These dramatic shifts in buying behavior are well documented; independent research by Gartner and Forrester suggests that by 2020,
As digital innovation blurs the lines between traditional sectors, TCS and Marketforce investigated how businesses delivering cutting-edge customer experience are raising the bar for all.
This report provides a pan-sector snapshot of current customer experience practice in Europe. We look at those sectors getting it right, why the rest are getting it wrong, and chart a course to customer-centric success through an holistic CX approach that will satisfy even the most high maintenance customer."
Digital customer experience report 2020Duy, Vo Hoang
Digital customer experience report 2020.
Bernard Slowey, worldwide lead for digital customer
support at Microsoft, maintains one of the biggest
mistakes in digital CX is not having a dedicated team.
“A lot of companies have teams of people focused on
call centers, as well as improving minutes-per-incident
and handle times for voice calls with customers, but
then digital is merely treated as a bolt-on to support
organizations,” says Slowey.
More than a third of our research group (36 per cent) is
seemingly making this mistake. For these brands
digital experiences are supported by multiple
functions, potentially between marketing, CX and
customer service departments. This dispersed setup
can result in customers receiving conflicting and
disjointed digital experiences.
However, the majority of the respondents (64 per cent)
recognize the value of dedicated digital experience
teams, which is an 18 per cent year-on-year increase.
Within 18 months of building its dedicated digital
customer support department, Microsoft’s digital team
achieved a 3× ROI (return on investment). This result was
obtained by solving customer issues digitally and so
reducing the volumes shouldered by more expensive
support channels such as voice.
Data Centers - Striving Within A Narrow Range - Research Report - MCG - May 2...pchutichetpong
M Capital Group (“MCG”) expects to see demand and the changing evolution of supply, facilitated through institutional investment rotation out of offices and into work from home (“WFH”), while the ever-expanding need for data storage as global internet usage expands, with experts predicting 5.3 billion users by 2023. These market factors will be underpinned by technological changes, such as progressing cloud services and edge sites, allowing the industry to see strong expected annual growth of 13% over the next 4 years.
Whilst competitive headwinds remain, represented through the recent second bankruptcy filing of Sungard, which blames “COVID-19 and other macroeconomic trends including delayed customer spending decisions, insourcing and reductions in IT spending, energy inflation and reduction in demand for certain services”, the industry has seen key adjustments, where MCG believes that engineering cost management and technological innovation will be paramount to success.
MCG reports that the more favorable market conditions expected over the next few years, helped by the winding down of pandemic restrictions and a hybrid working environment will be driving market momentum forward. The continuous injection of capital by alternative investment firms, as well as the growing infrastructural investment from cloud service providers and social media companies, whose revenues are expected to grow over 3.6x larger by value in 2026, will likely help propel center provision and innovation. These factors paint a promising picture for the industry players that offset rising input costs and adapt to new technologies.
According to M Capital Group: “Specifically, the long-term cost-saving opportunities available from the rise of remote managing will likely aid value growth for the industry. Through margin optimization and further availability of capital for reinvestment, strong players will maintain their competitive foothold, while weaker players exit the market to balance supply and demand.”
As Europe's leading economic powerhouse and the fourth-largest hashtag#economy globally, Germany stands at the forefront of innovation and industrial might. Renowned for its precision engineering and high-tech sectors, Germany's economic structure is heavily supported by a robust service industry, accounting for approximately 68% of its GDP. This economic clout and strategic geopolitical stance position Germany as a focal point in the global cyber threat landscape.
In the face of escalating global tensions, particularly those emanating from geopolitical disputes with nations like hashtag#Russia and hashtag#China, hashtag#Germany has witnessed a significant uptick in targeted cyber operations. Our analysis indicates a marked increase in hashtag#cyberattack sophistication aimed at critical infrastructure and key industrial sectors. These attacks range from ransomware campaigns to hashtag#AdvancedPersistentThreats (hashtag#APTs), threatening national security and business integrity.
🔑 Key findings include:
🔍 Increased frequency and complexity of cyber threats.
🔍 Escalation of state-sponsored and criminally motivated cyber operations.
🔍 Active dark web exchanges of malicious tools and tactics.
Our comprehensive report delves into these challenges, using a blend of open-source and proprietary data collection techniques. By monitoring activity on critical networks and analyzing attack patterns, our team provides a detailed overview of the threats facing German entities.
This report aims to equip stakeholders across public and private sectors with the knowledge to enhance their defensive strategies, reduce exposure to cyber risks, and reinforce Germany's resilience against cyber threats.
Levelwise PageRank with Loop-Based Dead End Handling Strategy : SHORT REPORT ...Subhajit Sahu
Abstract — Levelwise PageRank is an alternative method of PageRank computation which decomposes the input graph into a directed acyclic block-graph of strongly connected components, and processes them in topological order, one level at a time. This enables calculation for ranks in a distributed fashion without per-iteration communication, unlike the standard method where all vertices are processed in each iteration. It however comes with a precondition of the absence of dead ends in the input graph. Here, the native non-distributed performance of Levelwise PageRank was compared against Monolithic PageRank on a CPU as well as a GPU. To ensure a fair comparison, Monolithic PageRank was also performed on a graph where vertices were split by components. Results indicate that Levelwise PageRank is about as fast as Monolithic PageRank on the CPU, but quite a bit slower on the GPU. Slowdown on the GPU is likely caused by a large submission of small workloads, and expected to be non-issue when the computation is performed on massive graphs.
Adjusting primitives for graph : SHORT REPORT / NOTESSubhajit Sahu
Graph algorithms, like PageRank Compressed Sparse Row (CSR) is an adjacency-list based graph representation that is
Multiply with different modes (map)
1. Performance of sequential execution based vs OpenMP based vector multiply.
2. Comparing various launch configs for CUDA based vector multiply.
Sum with different storage types (reduce)
1. Performance of vector element sum using float vs bfloat16 as the storage type.
Sum with different modes (reduce)
1. Performance of sequential execution based vs OpenMP based vector element sum.
2. Performance of memcpy vs in-place based CUDA based vector element sum.
3. Comparing various launch configs for CUDA based vector element sum (memcpy).
4. Comparing various launch configs for CUDA based vector element sum (in-place).
Sum with in-place strategies of CUDA mode (reduce)
1. Comparing various launch configs for CUDA based vector element sum (in-place).
Explore our comprehensive data analysis project presentation on predicting product ad campaign performance. Learn how data-driven insights can optimize your marketing strategies and enhance campaign effectiveness. Perfect for professionals and students looking to understand the power of data analysis in advertising. for more details visit: https://bostoninstituteofanalytics.org/data-science-and-artificial-intelligence/
The Future of the Contact Center: Key Predictions for 2019
1. THE FUTURE OF THE CONTACT CENTER:
KEY PREDICTIONS FOR 2019
2. TECHNOLOGIES WILL CONTINUE TO
EVOLVE AND COMPANIES WILL BECOME
WISER TO GROWING AND CHANGING
CUSTOMER DEMANDS. HERE ARE FOUR
KEY PREDICTIONS FOR THE YEAR AHEAD.
IN 2019,
3. “A
rtificial intelligence (AI) is changing the entire
business landscape. Gartner1
predicted that
in 2018, AI would create more jobs than it
eliminates, and in 2020 it will become a positive
net job motivator, creating half a million new
jobs. The link between digital transformation
and the customer experience is an
imperative—and 2019 will be the
breaking point.
PREDICTION #1:
THE FRAGMENTED CUSTOMER
EXPERIENCE WILL COME TO A
BREAKING POINT
– KRIS MCKENZIE, SENIOR VICE PRESIDENT
& GENERAL MANAGER FOR EMEA, CALABRIO
1
Gartner, “Predicts 2018: AI and the Future of Work.” December, 2017.
4. As companies implement new AI-driven technologies such
as chatbots and voice search, they neglect to think about
the impact on the customer experience. Customers will
become increasingly frustrated with the lack of human
interaction and a fractured customer journey as
businesses struggle to tie together channels. Customers
expect to seamlessly switch from self-service options on web
and mobile to chat, email or phone.
Businesses should take a step back, plan customer-centric
technology implementations and consider how it ties into
the whole customer journey. To win, they must offer
customers the right mix of new technology and
traditional service. This includes maintaining the human touch by making it easy to
access the best person for more complex issues.
PREDICTION #1: THE FRAGMENTED CUSTOMER EXPERIENCE WILL COME TO A BREAKING POINT
5. “ARTIFICIAL INTELLIGENCE WILL TAKE ON A BIGGER ROLE IN THE
CONTACT CENTER. ADVANCED DATA ANALYTICS THAT REVEAL
POWERFUL VOICE-OF-THE-CUSTOMER INSIGHTS WILL CREATE HUGE
POSSIBILITIES FOR PERSONALIZING THE CUSTOMER JOURNEY.”
GERBEN VAN EEKELER
SENIOR IT ARCHITECT, RABOBANK
PREDICTION #1: THE FRAGMENTED CUSTOMER EXPERIENCE WILL COME TO A BREAKING POINT
CALABRIO CUSTOMER QUOTE
6. KEY FINDINGS FROM “ARE YOU LISTENING? THE TRUTH
ABOUT WHAT CUSTOMERS WANT IN A DIGITAL WORLD”
48%of consumers said they are more loyal when they can get a hold of a
company quickly and easily.
58%of consumers believe that picking up the phone and talking to a
representative is the way to get the best and most efficient service, they prefer
different methods depending on what they’re trying to accomplish:
23%
said email
10%
said website
7%
said social media
PREDICTION #1: THE FRAGMENTED CUSTOMER EXPERIENCE WILL COME TO A BREAKING POINT
Are You Listening? The Truth About What Customers Want in a Digital World Calabrio, 2018
7. “C
ompanies know they must adapt to
change in order to grow and stay
relevant, but they aren’t relying on
enough data to inform change. In 2018, we
discovered a discrepancy between the
value executives place on analytics
and the extent to which data
is actually analyzed.
PREDICTION #2:
BETTER REPORTING SOLUTIONS
WILL CLOSE THE ANALYTICS
GAP
– TOM GOODMANSON, PRESIDENT & CEO,
CALABRIO
8. We surveyed 1,000 executives and found that while nearly all agree that data and
analytics are integral to informing sales and marketing changes, more than half of
them currently rely on only one data point—such as revenue figures or social media
interactions—to inform decisions. They aren’t getting to voice-of-the-customer data to
understand what their customers want.
In 2019 this will change. IDC estimates enterprises will
spend in excess of $2 trillion on digital transformations in
2019. Companies who lead successful change initiatives
will do so by implementing omnichannel analytics from the
contact center to get to the root of what customers want.
Improvement of data integration and reporting across
the business will give the C-suite easier access to
the data and knowledge needed to fully optimize customer
experiences.”
PREDICTION #2: BETTER REPORTING SOLUTIONS WILL CLOSE THE ANALYTICS GAP
9. KEY FINDINGS FROM “BUSINESS TRANSFORMATION AND
ANALYTICS”
85%of executives agree data and analytics are important to
informing sales and marketing changes.
39%said they rely too heavily on one data point to inform
decisions. Broken down further we found 63 percent of CMOs and
65 percent of CIOs rely on one data point.
PREDICTION #2: BETTER REPORTING SOLUTIONS WILL CLOSE THE ANALYTICS GAP
Business Transformation and Analytics Report: Driving Change in a Customer-Centric World, Calabrio, 2018
10. IN ADDITION, A RECENT CALABRIO CUSTOMER SURVEY
FOUND:
Nearly 33%said internal data
and analytics will drive change in 2019.
43%said they’ll use contact
center data to get an accurate view of
their customers.
PREDICTION #2: BETTER REPORTING SOLUTIONS WILL CLOSE THE ANALYTICS GAP
11. PREDICTION #2: BETTER REPORTING SOLUTIONS WILL CLOSE THE ANALYTICS GAP
“WE HAVE TO EVOLVE THE DEFINITION OF “VOICE OF THE
CUSTOMER.” WE WORK ON ASSUMPTIONS A LOT OF THE TIME
WHICH CREATES WASTED TIME AND EFFORT. WITHOUT DIVING
INTO ANALYTICS AND GETTING IN FRONT OF THE CUSTOMER WE’RE
MISSING OUT ON GOLDEN OPPORTUNITIES TO GROW OUR BUSINESS
AS CUSTOMER NEEDS EVOLVE.”
CHRISTINE KOLBESON
SENIOR IT MANAGER, RACKSPACE
CALABRIO CUSTOMER QUOTE
12. “I
n the midst of what many call the fourth
industrial revolution in which digital,
physical and biological worlds are
colliding, companies must consider the
impact technology has on the
customer experience.
PREDICTION #3:
COMPANIES WILL LEARN THE
ART OF LISTENING
– REBECCA MARTIN, CHIEF MARKETING
OFFICER, CALABRIO
13. While consumers expect a quality product for a reasonable
price, they also want an emotional tie to a brand, and that
comes through a human connection.
2019 will see companies finally learn the art of
listening by developing a strategy that engages
customers in the right way, at the right time and on
the right channel. Leveraging analytics, smart companies
will monitor the entire customer journey across channels to
ensure a consistent experience that drives loyalty.”
PREDICTION #3: COMPANIES WILL LEARN THE ART OF LISTENING
14. KEY FINDINGS FROM “ARE YOU LISTENING? THE TRUTH
ABOUT WHAT CUSTOMERS WANT IN A DIGITAL WORLD”
WHAT DRIVES CUSTOMERS TO BE LOYAL TO A COMPANY?
61%
said great products
and services
50%
said when I complain
they listen to me and do
something about it
48%
said I can get a hold of
them quickly and easily
PREDICTION #3: COMPANIES WILL LEARN THE ART OF LISTENING
Are You Listening? The Truth About What Customers Want in a Digital World, Calabrio, 2018
15. RECENT CALABRIO SURVEYS POINTED TO THE HUMAN
CONNECTION:
71%of respondents confirmed emotion will be a more
important part of the customer experience in 2019.
79%think interacting with a human versus a chatbot or digital
self-service channel (e.g. email, Twitter) is an important part of good
customer service/the customer experience.
PREDICTION #3: COMPANIES WILL LEARN THE ART OF LISTENING
Are You Listening? The Truth About What Customers Want in a Digital World, Calabrio, 2018
16. “IN ORDER TO MEET THE NEEDS FOR THE MODERN-DAY CUSTOMER,
BUSINESSES WILL NEED TO SHOW MORE EMPATHY AND CONNECT
ON A HUMAN LEVEL WITH THEIR CUSTOMERS.”
JULIET ROBINSON
OPERATIONS MANAGER, CREDIT UNION OF COLORADO
PREDICTION #3: COMPANIES WILL LEARN THE ART OF LISTENING
CALABRIO CUSTOMER QUOTE
17. “E
very year we hear a new statistic about the
growing number of customer touchpoints,
whether customers are communicating
with companies using instant messenger, the
latest smart home device or one of the ever-
expanding self-service options. When
it comes to customer experience
technology, companies often think
more must be better. But
there’s a catch.
PREDICTION #4:
COMPANIES WILL UNDO
THE CHANNEL CHAOS THEY
CREATED
– MATT MATSUI, CHIEF PRODUCT OFFICER,
CALABRIO
18. In our recent report, The Danger of Digital, we found that 58 percent of
companies have a set process to follow to add a new communication
channel. It’s so easy to add new options that, in the rush to adopt,
companies are failing to understand how they will affect the entire customer
experience. While many have channel-specific implementation strategies, they often lack a
coordinated strategy across channels—and the result is a fragmented customer journey.
To mitigate channel chaos in 2019, companies will take a step back and finally lay the
right groundwork for omnichannel success. Not only will they audit existing channels to
understand which options customers prefer, they’ll apply analytics to determine which
channels are most effective. Additionally, companies will enact quality assurance metrics
across all channels—not just on the phone. With these cross-channel insights, organizations
will gain a firm understanding of customer preferences and create a complete view of the
customer journey, making it easier for customers to move between channels or be transferred
to a live representative.
PREDICTION #4: COMPANIES WILL UNDO THE CHANNEL CHAOS THEY CREATED
19. KEY FINDINGS FROM “THE DANGER OF DIGITAL”
93%of companies think it’s important to provide a seamless, quality
experience across all channels, yet only 45 percent believe they are effective at
delivering that experience.
PREDICTION #4: COMPANIES WILL UNDO THE CHANNEL CHAOS THEY CREATED
From there, they can use analytics to extract critical insights that will help them adapt hiring
and training strategies to ensure a consistent customer experience. With this integrated
approach, companies will finally deliver on customers’ expectations and drive key insights
across the organization.”
The Danger of Digital , Calabrio, 2018
20. “ENSURING THAT YOUR CUSTOMERS RECEIVE A CONSISTENT
EXPERIENCE WHETHER THEY VISIT IN PERSON, REACH YOU VIA
PHONE OR A DIGITAL SELF-SERVICE CHANNEL WILL BE A KEY
DIFFERENTIATOR FOR CONTACT CENTERS IN 2019.”
KATE GOSEWICH
TECHNICAL SUPPORT SUPERVISOR, VANTAGE WEST CREDIT UNION
PREDICTION #4: COMPANIES WILL UNDO THE CHANNEL CHAOS THEY CREATED
CALABRIO CUSTOMER QUOTE
21. KEY CONTACT CENTER
PREDICTIONS FOR 2019
In 2019, technology will continue to drive customer expectations.
Consumers expect a seamless experience at every interaction
point and companies will be expected to deliver on it. That means
businesses must work smarter to understand what customers
want. By analyzing customer insights to drive business decisions,
and developing the right mix of digital and personal connections,
companies can deliver on their brand promise.
22. Calabrio is a customer engagement software company that provides analytic insights to catalyze growth through customer service contact centers. The
Calabrio ONE®
software suite empowers everyone in an organization, from contact center agents to the CEO, with easy-to-use tools that provide a better
understanding of the customer. Every customer interaction yields insights that expand customer consciousness, which is how leading companies now
drive growth and long-term corporate prosperity.
Calabrio ONE is a unified workforce optimization (WFO) software suite–including call recording, quality management, workforce management, voice-of-
the-customer (VoC) analytics and advanced reporting–that transforms the contact center into a customer engagement center and a valuable source of
customer insight.
ABOUT CALABRIO
The clean and simple way
to capture every customer
voice—across every
channel. Create a unified
view of the customer,
see the big picture with
new clarity and leverage
comprehensive voice-of-
the-customer data to drive
key business objectives.
Call Recording
Highly automated and
efficient evaluation of
100% of your customer
interactions. Shorten
feedback loops and target
training to drive better
agent performance that
directly improves customer
satisfaction.
Quality Management
Smart forecasting,
scheduling and admin
tools that drive elevated
WFM strategies. Efficiently
predict and respond to
dynamic customer call
volume and deliver a
consistently outstanding
contact center experience.
Workforce Management
Sophisticated speech and
text analytics engines that
harness the voice of the
customer—and intuitive
outputs that bring that data
to life. Leverage predictive
and prescriptive insights
to deliver value to sales,
marketing, IT, product
development and business
development teams.
Calabrio Analytics
Amazingly integrated
reporting and analytics
tools that integrate
customer and business
data from across the
organization. Break down
data silos, eliminate
tedious reporting, visualize
critical metrics and see the
full story your data tells.
Advanced Reporting
Find more at calabrio.com
Calabrio, Calabrio ONE® and the Calabrio logo are registered trademarks or trademarks of Calabrio Inc. All
other trademarks mentioned in this document are the property of their respective owners.