Consumers have gone digital; you hear phrases like “digital by default” and “digital transformation”
in the C-suite. In fact, CDOs (Chief Digital Officers) are the latest addition to the C-suite!
Digital Transformation and the Customer ExperienceMat Ford
Exploring the barriers to Digital Transformation, and providing a framework to bring about evolution while understanding the changing nature of Customer Experience.
A Framework for Digital Business TransformationCognizant
By embracing Code Halo thinking and a programmatic approach to business process change, organizations can better engage with customers and deliver mass-customized products and services that drive differentiation and outperformance.
Developing and managing a multi-channel approach has been
a key issue in retail banking.
But what about Corporate & Investment Banks (CIBs)? Where do they stand in terms of multichannel for corporate clients?
Especially, what are the trends and opportunities in digital channels for them and what are the implications?
The Four Essential Pillars of Digital TransformationIan Thomas
Based on years of practical experience this whitepaper distils four key pillars we have observed time and again in successful digital initiatives, providing a structured foundation for an orderly, end-to-end digital transformation of the enterprise.
Digital Transformation and the Customer ExperienceMat Ford
Exploring the barriers to Digital Transformation, and providing a framework to bring about evolution while understanding the changing nature of Customer Experience.
A Framework for Digital Business TransformationCognizant
By embracing Code Halo thinking and a programmatic approach to business process change, organizations can better engage with customers and deliver mass-customized products and services that drive differentiation and outperformance.
Developing and managing a multi-channel approach has been
a key issue in retail banking.
But what about Corporate & Investment Banks (CIBs)? Where do they stand in terms of multichannel for corporate clients?
Especially, what are the trends and opportunities in digital channels for them and what are the implications?
The Four Essential Pillars of Digital TransformationIan Thomas
Based on years of practical experience this whitepaper distils four key pillars we have observed time and again in successful digital initiatives, providing a structured foundation for an orderly, end-to-end digital transformation of the enterprise.
The expectations of the digital customer are rising, how are you keeping up with it? Check out these 3 power moves which all the CEOs in the media industry are using to navigate digital transformation.
Telstra: Securing a Bright Digital Future for One of Australia’s Most Iconic ...Capgemini
We explore Telstra’s 5 year Digital transformation journey which started in 2011 where 20% of their customer transactions were digital compared to 56% in H1 2016. Telstra’s broad focus on being a more digital rather than physical company aligned with massive investment in IT systems together with their long term organic transformation route is also explored giving a clear indication of strategic imperatives to achieve successful digital transformation.
Through interviewing Monty Hamilton, Director of Digital Operations, we look at some of Telstra’s key achievements including their launch of a crowd-sourced customer support model, startup accelerator and their Digital First Program to name a few.
Digital Transformation - Rethink The Business in The Digital Age
Digital transformation is the integration of digital technology into all areas of a business, fundamentally changing how you operate and deliver value to customers.
It's also a cultural change that requires organizations to continually challenge the status quo, experiment, and get comfortable with failure.
www.heruwijayanto.com
Leaders spend billions on digital transformation. How to keep up?N-iX
Digital disruption is like a giant white shark hunting businesses in the deep waters of the global economy. Industry leaders respond with digital transformation initiatives and we can learn a lot from their examples..
Digital transformation report sweden july 2017Ola Reppling
Digital Transformation Report 2017
@Qvartz and Microsoft have interviewed leading Swedish companies in many industries about Digital Transformation and the practical aspects of it. Understanding the What, Why and How of Digital Transformation. There are many commonalities across industries and between companies, but my key take-away is that there is no silver bullet. You can’t use the cookie cutter and use the same solution over and over again. Each company and situation is different and therefor each company approach needs to be different, both in What, How and timing. This report strengthens my view that Microsoft is in a unique position to support our customers as we continue to invest in both our platform, but more importantly, in our customer relationships.
When we are in a strategic partnership with our customers we can really support them in all stages of the Digital Transformation Maturity Curve. Many of our larger customers have different units/divisions that are in different stages of the maturity curve and Microsoft’s flexible, scalable and versatile platform and way of working allows us to support the customer as needed in throughout the company.
The report also reinforces the validity and importance of Microsoft’s four pillars of Digital Transformation: Engage your customer, Empower your employees, Optimize your operations and Transform your products.
The report will give you a benchmark of where Swedish customers are on their Digital Transformation journey and some insights into the What, Why and How.
Thoughts on best practices to guide digital transformation. Covers 5 areas:- leadership, organisation and culture, the customer experience, the digital platform and execution.
Digital Transformation:
What is it?
How to apply this process in your business?
Digital Transformation in the Manufacturing Industry
Statistics
How is influencing the digital conversion in the business?
How is it important?
The world is being transformed by new technologies, which are redefining customer expectations, enabling businesses to meet these new expectations, and changing
the way people live and work. Digital transformation, as this is commonly called, has immense potential to change consumer lives, create value for business and unlock
broader societal benefits.
The World Economic Forum launched the Digital Transformation Initiative in 2015, in collaboration with Accenture, to serve as the focal point for new opportunities and
themes arising from the latest developments in the digitalization of business and society. It supports the Forum’s broader activity around the theme of the Fourth
Industrial Revolution. Since its inception, the Initiative has analysed the impact of digital transformation across 13 industries and five cross-industry topics, to identify the
key themes that enable the value generated by digitalization to be captured for business and wider society. Drawing on these themes, we have developed a series of
imperatives for business and policy leaders that look to maximize the benefits of digitalization. We have engaged with more than 300 executives (both from leading
global firms and newer technology disruptors), government and policy leaders, and academics.
Every industry has its nuances and contextual differences, but they all share certain inhibitors to change. These include the innovator’s dilemma (the fear of
cannibalizing existing revenue models), low technology adoption rates across organizations, conservative organizational cultures, and regulatory issues. Business and
government leaders should continue to work towards addressing these challenges.
A notable outcome of this work is the development of our distinctive economic framework, which quantifies the impact of digitalization on industry and society. It can be
applied consistently at all levels of business and government to help unlock the estimated $100 trillion of value that digitalization could create over the next decade. We
have already started to leverage this framework for region-specific discussions with some governments.
We are confident that the findings from the Initiative will contribute to improving the state of the world through digital transformation, both for business and wider society.
Moving Beyond Mobile: Delivering a Seamless Digital Experience from Online to...Mozu
Learn how to deliver a seamless digital experience with this presentation from Jason Wallis, CTO of Mozu, featuring Adam Silverman, Principal Analyst at Forrester Research.
Watch the webinar replay here: http://info.mozu.com/ecommerce-responsive-design-considerations-webinar.html
2016 Imperative to Help You Win in the Age of the CustomerSFIMA
Empowered by technology, your customers now know more than ever about your company’s products, pricing and reputation. Competitors can more easily imitate you, or undermine the moves you make to compete.
The only way to win, serve and retain customers is to become customer-obsessed.
Join Sheryl Pattek, Vice President, Principal Analyst, Serving CMO Professionals at Forrester Research, to learn how to put customer obsession at the center of your business and marketing strategy.
The expectations of the digital customer are rising, how are you keeping up with it? Check out these 3 power moves which all the CEOs in the media industry are using to navigate digital transformation.
Telstra: Securing a Bright Digital Future for One of Australia’s Most Iconic ...Capgemini
We explore Telstra’s 5 year Digital transformation journey which started in 2011 where 20% of their customer transactions were digital compared to 56% in H1 2016. Telstra’s broad focus on being a more digital rather than physical company aligned with massive investment in IT systems together with their long term organic transformation route is also explored giving a clear indication of strategic imperatives to achieve successful digital transformation.
Through interviewing Monty Hamilton, Director of Digital Operations, we look at some of Telstra’s key achievements including their launch of a crowd-sourced customer support model, startup accelerator and their Digital First Program to name a few.
Digital Transformation - Rethink The Business in The Digital Age
Digital transformation is the integration of digital technology into all areas of a business, fundamentally changing how you operate and deliver value to customers.
It's also a cultural change that requires organizations to continually challenge the status quo, experiment, and get comfortable with failure.
www.heruwijayanto.com
Leaders spend billions on digital transformation. How to keep up?N-iX
Digital disruption is like a giant white shark hunting businesses in the deep waters of the global economy. Industry leaders respond with digital transformation initiatives and we can learn a lot from their examples..
Digital transformation report sweden july 2017Ola Reppling
Digital Transformation Report 2017
@Qvartz and Microsoft have interviewed leading Swedish companies in many industries about Digital Transformation and the practical aspects of it. Understanding the What, Why and How of Digital Transformation. There are many commonalities across industries and between companies, but my key take-away is that there is no silver bullet. You can’t use the cookie cutter and use the same solution over and over again. Each company and situation is different and therefor each company approach needs to be different, both in What, How and timing. This report strengthens my view that Microsoft is in a unique position to support our customers as we continue to invest in both our platform, but more importantly, in our customer relationships.
When we are in a strategic partnership with our customers we can really support them in all stages of the Digital Transformation Maturity Curve. Many of our larger customers have different units/divisions that are in different stages of the maturity curve and Microsoft’s flexible, scalable and versatile platform and way of working allows us to support the customer as needed in throughout the company.
The report also reinforces the validity and importance of Microsoft’s four pillars of Digital Transformation: Engage your customer, Empower your employees, Optimize your operations and Transform your products.
The report will give you a benchmark of where Swedish customers are on their Digital Transformation journey and some insights into the What, Why and How.
Thoughts on best practices to guide digital transformation. Covers 5 areas:- leadership, organisation and culture, the customer experience, the digital platform and execution.
Digital Transformation:
What is it?
How to apply this process in your business?
Digital Transformation in the Manufacturing Industry
Statistics
How is influencing the digital conversion in the business?
How is it important?
The world is being transformed by new technologies, which are redefining customer expectations, enabling businesses to meet these new expectations, and changing
the way people live and work. Digital transformation, as this is commonly called, has immense potential to change consumer lives, create value for business and unlock
broader societal benefits.
The World Economic Forum launched the Digital Transformation Initiative in 2015, in collaboration with Accenture, to serve as the focal point for new opportunities and
themes arising from the latest developments in the digitalization of business and society. It supports the Forum’s broader activity around the theme of the Fourth
Industrial Revolution. Since its inception, the Initiative has analysed the impact of digital transformation across 13 industries and five cross-industry topics, to identify the
key themes that enable the value generated by digitalization to be captured for business and wider society. Drawing on these themes, we have developed a series of
imperatives for business and policy leaders that look to maximize the benefits of digitalization. We have engaged with more than 300 executives (both from leading
global firms and newer technology disruptors), government and policy leaders, and academics.
Every industry has its nuances and contextual differences, but they all share certain inhibitors to change. These include the innovator’s dilemma (the fear of
cannibalizing existing revenue models), low technology adoption rates across organizations, conservative organizational cultures, and regulatory issues. Business and
government leaders should continue to work towards addressing these challenges.
A notable outcome of this work is the development of our distinctive economic framework, which quantifies the impact of digitalization on industry and society. It can be
applied consistently at all levels of business and government to help unlock the estimated $100 trillion of value that digitalization could create over the next decade. We
have already started to leverage this framework for region-specific discussions with some governments.
We are confident that the findings from the Initiative will contribute to improving the state of the world through digital transformation, both for business and wider society.
Moving Beyond Mobile: Delivering a Seamless Digital Experience from Online to...Mozu
Learn how to deliver a seamless digital experience with this presentation from Jason Wallis, CTO of Mozu, featuring Adam Silverman, Principal Analyst at Forrester Research.
Watch the webinar replay here: http://info.mozu.com/ecommerce-responsive-design-considerations-webinar.html
2016 Imperative to Help You Win in the Age of the CustomerSFIMA
Empowered by technology, your customers now know more than ever about your company’s products, pricing and reputation. Competitors can more easily imitate you, or undermine the moves you make to compete.
The only way to win, serve and retain customers is to become customer-obsessed.
Join Sheryl Pattek, Vice President, Principal Analyst, Serving CMO Professionals at Forrester Research, to learn how to put customer obsession at the center of your business and marketing strategy.
Watch the full webinar recording here: http://goo.gl/dxuDTG
Today, Marketing is more responsible for revenue growth than ever before. With 60 percent of all buying decisions happening before potential clients even contact vendors, marketing must be more effective in leading conversations. The challenge is that those conversations happen over multiple channels, including web, mobile, events and others.
Guest speaker Ted Schadler, Vice President and Principal Analyst of Forrester Research along with Martin Kirov, Vice President of Product Management and Product Marketing of Telerik Sitefinity CMS and Tim Ahlenius, Director of Experience Marketing from AmericanEagle.com, will discuss how the world of Web Content Management is transforming to drive better customer digital experiences.
Best Practices in Implementing Social and Mobile CX for UtilitiesCapgemini
Are you having difficulties in implementing a modern customer experience solution strategy that meets your customers’ needs across all interaction channels, including mobile and social?
This presentation highlights best practices for the design and implementation of effective CX strategies adapted to the utilities industry.
Presented at Oracle OpenWorld 2014 by Bruna Gapo, Oracle's Utilities Industry Director, Ajay Verma, Capgemini's Global Utility Practice Leader, and Victor Jimenez, Capgemini Utilities Executive.
http://www.capgemini.com/oracle
Mapping the Omnichannel Customer Journey: How to Engage People in a Mobile Fi...FollowAnalytics
Customers don’t think about channels, they think about their needs. Customers simply want to engage with your brand in the way that is the easiest for them, whether that’s email, in-app, social or in person. As a marketer it’s your job to connect the dots to understand your customers’ needs and serve them the experiences they expect.
This requires making sure intelligence from multiple sources are centralized so you can determine things like: What message is best to send? What platform is it best to send it on? What channel should you use?
In this webinar, guest speaker Julie Ask from Forrester, an expert in mobile marketing and channel strategy, will share valuable industry insights and best practices to help you put together an impactful omnichannel strategy that delivers ROI.
You will learn:
How to go beyond viewing users as data points and approach them on a personal level to increase the impact of your marketing campaigns.
How successful omnichannel strategies balance multiple platforms and communication channels with their customers.
How to break the mobile silo and fold mobile into your broader marketing strategy to leverage its full potential for engaging your customers in contextual and personal ways.
Speakers
Julie Ask VP, Principal Analyst at Forrester, serving Ebusiness & Channel Strategy Professionals
Gail Ennis CMO, FollowAnalytics
The New-Era Digital Store: Expectations, Insights and Consumer IndividualityMozu
Learn about the exhilarating future of the digital store with this presentation from Jason Wallis, CTO of Mozu, and guest speaker, Adam Silverman, Principal Analyst of Forrester Research.
A PRACTICAL APPROACH TO CUSTOMER CENTRIC INTERACTIONSayodahunsi
The digital environment has dramatically changed the way customers expect and demand to engage with brands. It’s a change or die situation for businesses that need to transform quickly to integrate online and offline activities to serve customers 24x7 service in their channels of choice. At the same time, businesses need to balance their own needs for revenue uplift and cost containment within this new digital model. This session provides insight into the current customer service landscape, showcases best practices for customer engagement and provides real-life examples and results from transformative, customer-centric strategies.
Enhancing the Retail Omnichannel Customer ExperienceSPS Commerce
Our recent webinar slides, featuring Todd Kozan, ebusiness and channel strategy consultant with Forrester, and Pete Zaballos, vice president of marketing at SPS Commerce, on Enhancing the Retail Omnichannel Customer Experience, reported on findings from Forrester’s study of consumers and retailers about omnichannel.
Engage 2020 keynote: Digital Transformation in 2021Milestone Inc
Why digitization is so important? Benu Aggarwal, Co-Founder & President, Milestone Inc, talks about how digital transformation has opened up new opportunities for every business. Watch the full video to know about digital transformation in 2021: https://bit.ly/3plfTl7
Discover how you can use interactive Big Data to gain real-time intelligence, connect with customers in new ways and deliver greater value through stronger relationships and more compelling content and services.
To learn more about NGDATA or Lily Enterprise 3.0, please visit ngdata.com
Cisco webinar serving the connected customergarycoville
This is a presentation delivered by Cisco and eGain in January 2015 focused on how to deliver the Total Customer Experience through an omni-channel solution
How to deliver digital-age customer experiences that set you apart from the competition?
Learn how to realize your organization's CRM potential, to acquire more customers and build customer loyalty.
[To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Digital Customer Service is customer service that is provided through digital channels, like website support, live chat, email, social media and messaging apps.
As much as technology has improved our lives, for many people customer service experiences remain unnecessarily frustrating. By adding new digital silos, many companies have created disjointed islands of context, knowledge bases and automation. However, if digital self-serve and human support are fully integrated and aligned to customer needs and expectations, digital customer service can bring significant benefits such as increased revenue, reduced cost to serve, and higher customer satisfaction.
This presentation defines what digital customer service is and the importance of creating a smooth and seamless omnichannel support for a compelling customer experience. It explains the eight most commonly used digital channels and the mistakes to avoid. Finally, it covers the key techniques and skills for the delivery of excellent customer service and the best practices to manage an omnichannel support system.
LEARNING OBJECTIVES
1. Acquire knowledge and the key concepts of Digital Customer Service
2. Describe the approach, practices and skills for delivering efficient and effective Digital Customer Service
3. Highlight the pitfalls to avoid and success factors for Digital Customer Service
CONTENTS
1. Introduction and Key Concepts of Digital Customer Service
2. Approaches and Practices of Digital Customer Service
3. Techniques and Skills for Human Supported Digital Customer Service
4. Pitfalls to Avoid and Factors for Success
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
SMM Cheap - No. 1 SMM panel in the worldsmmpanel567
Boost your social media marketing with our SMM Panel services offering SMM Cheap services! Get cost-effective services for your business and increase followers, likes, and engagement across all social media platforms. Get affordable services perfect for businesses and influencers looking to increase their social proof. See how cheap SMM strategies can help improve your social media presence and be a pro at the social media game.
How to Use AI to Write a High-Quality Article that Ranksminatamang0021
In the world of content creation, many AI bloggers have drifted away from their original vision, resulting in low-quality articles that search engines overlook. Don't let that happen to you! Join us to discover how to leverage AI tools effectively to craft high-quality content that not only captures your audience's attention but also ranks well on search engines.
Disclaimer: Some of the prompts mentioned here are the examples of Matt Diggity. Please use it as reference and make your own custom prompts.
Videos are more engaging, more memorable, and more popular than any other type of content out there. That’s why it’s estimated that 82% of consumer traffic will come from videos by 2025.
And with videos evolving from landscape to portrait and experts promoting shorter clips, one thing remains constant – our brains LOVE videos.
So is there science behind what makes people absolutely irresistible on camera?
The answer: definitely yes.
In this jam-packed session with Stephanie Garcia, you’ll get your hands on a steal-worthy guide that uncovers the art and science to being irresistible on camera. From body language to words that convert, she’ll show you how to captivate on command so that viewers are excited and ready to take action.
First Things First: Building and Effective Marketing Strategy
Too many companies (and marketers) jump straight into activation planning without formalizing a marketing strategy. It may seem tedious, but analyzing the mindset of your targeted audiences and identifying the messaging points most likely to resonate with them is time well spent. That process is also a great opportunity for marketers to collaborate with sales leaders and account managers on a galvanized go-to-market approach. I’ll walk you through the methods and tools we use with our clients to ensure campaign success.
Key Takeaways:
-Recognize the critical role of strategy in marketing
-Learn our approach for building an actionable, effective marketing strategy
-Receive templates and guides for developing a marketing strategy
The Forgotten Secret Weapon of Digital Marketing: Email
Digital marketing is a rapidly changing, ever evolving industry--Influencers, Threads, X, AI, etc. But one of the most effective digital marketing tools is also one of the oldest: Email. Find out from two Houston-based digital experts how to maximize your results from email.
Key Takeaways:
Email has the best ROI of any digital tactic
It can be used at any stage of the customer journey
It is increasingly important as the cookie-less future gets closer and closer
Come learn how YOU can Animate and Illuminate the World with Generative AI's Explosive Power. Come sit in the driver's seat and learn to harness this great technology.
Top 3 Ways to Align Sales and Marketing Teams for Rapid GrowthDemandbase
In this session, Demandbase’s Stephanie Quinn, Sr. Director of Integrated and Digital Marketing, Devin Rosenberg, Director of Sales, and Kevin Rooney, Senior Director of Sales Development will share how sales and marketing shapes their day-to-day and what key areas are needed for true alignment.
Most small businesses struggle to see marketing results. In this session, we will eliminate any confusion about what to do next, solving your marketing problems so your business can thrive. You’ll learn how to create a foundational marketing OS (operating system) based on neuroscience and backed by real-world results. You’ll be taught how to develop deep customer connections, and how to have your CRM dynamically segment and sell at any stage in the customer’s journey. By the end of the session, you’ll remove confusion and chaos and replace it with clarity and confidence for long-term marketing success.
Key Takeaways:
• Uncover the power of a foundational marketing system that dynamically communicates with prospects and customers on autopilot.
• Harness neuroscience and Tribal Alignment to transform your communication strategies, turning potential clients into fans and those fans into loyal customers.
• Discover the art of automated segmentation, pinpointing your most lucrative customers and identifying the optimal moments for successful conversions.
• Streamline your business with a content production plan that eliminates guesswork, wasted time, and money.
The session includes a brief history of the evolution of search before diving into the roles technology, content, and links play in developing a powerful SEO strategy in a world of Generative AI and social search. Discover how to optimize for TikTok searches, Google's Gemini, and Search Generative Experience while developing a powerful arsenal of tools and templates to help maximize the effectiveness of your SEO initiatives.
Key Takeaways:
Understand how search engines work
Be able to find out where your users search
Know what is required for each discipline of SEO
Feel confident creating an SEO Plan
Confidently measure SEO performance
5 big bets to drive growth in 2024 without one additional marketing dollar AND how to adapt to the biggest shifting eCommerce trend- AI.
1) Romance Your Customers - Retention
2) ‘Alternative’ Lead Gen - Advocacy
3) The Beautiful Basics - Conversion Rate Optimization
4) Land that Bottom Line - Profitability
5) Roll the Dice - New Business Models
Mastering Multi-Touchpoint Content Strategy: Navigate Fragmented User JourneysSearch Engine Journal
Digital platforms are constantly multiplying, and with that, user engagement is becoming more intricate and fragmented.
So how do you effectively navigate distributing and tailoring your content across these various touchpoints?
Watch this webinar as we dive into the evolving landscape of content strategy tailored for today's fragmented user journeys. Understanding how to deliver your content to your users is more crucial than ever, and we’ll provide actionable tips for navigating these intricate challenges.
You’ll learn:
- How today’s users engage with content across various channels and devices.
- The latest methodologies for identifying and addressing content gaps to keep your content strategy proactive and relevant.
- What digital shelf space is and how your content strategy needs to pivot.
With Wayne Cichanski, we’ll explore innovative strategies to map out and meet the diverse needs of your audience, ensuring every piece of content resonates and connects, regardless of where or how it is consumed.
10 Video Ideas Any Business Can Make RIGHT NOW!
You'll never draw a blank again on what kind of video to make for your business. Go beyond the basic categories and truly reimagine a brand new advanced way to brainstorm video content creation. During this masterclass you'll be challenged to think creatively and outside of the box and view your videos through lenses you may have never thought of previously. It's guaranteed that you'll leave with more than 10 video ideas, but I like to under-promise and over-deliver. Don't miss this session.
Key Takeaways:
How to use the Video Matrix
How to use additional "Lenses"
Where to source original video ideas
Is AI-Generated Content the Future of Content Creation?Cut-the-SaaS
Discover the transformative power of AI in content creation with our presentation, "Is AI-Generated Content the Future of Content Creation?" by Puran Parsani, CEO & Editor of Cut-The-SaaS. Learn how AI-generated content is revolutionizing marketing, publishing, education, healthcare, and finance by offering unprecedented efficiency, creativity, and scalability.
Understanding
AI-Generated Content:
AI-generated content includes text, images, videos, and audio produced by AI without direct human involvement. This technology leverages large datasets to create contextually relevant and coherent material, streamlining content production.
Key Benefits:
Content Creation: Rapidly generate high-quality content for blogs, articles, and social media.
Brainstorming: AI simulates conversations to inspire creative ideas.
Research Assistance: Efficiently summarize and research information.
Market Insights:
The content marketing industry is projected to grow to $17.6 billion by 2032, with AI-generated content expected to dominate over 55% of the market.
Case Study: CNET’s AI Content Controversy:
CNET’s use of AI for news articles led to public scrutiny due to factual inaccuracies, highlighting the need for transparency and human oversight.
Benefits Across Industries:
Marketing: Personalize content at scale and optimize engagement with predictive analytics.
Publishing: Automate content creation for faster publication cycles.
Education: Efficiently generate educational materials.
Healthcare: Create accurate content for patients and professionals.
Finance: Produce timely financial content for decision-making.
Challenges and Ethical Considerations:
Transparency: Disclose AI use to maintain trust.
Bias: Address potential AI biases with diverse datasets.
SEO: Ensure AI content meets SEO standards.
Quality: Maintain high standards to prevent misinformation.
Conclusion:
AI-generated content offers significant benefits in efficiency, personalization, and scalability. However, ethical considerations and quality assurance are crucial for responsible use. Explore the future of content creation with us and see how AI is transforming various industries.
Connect with Us:
Follow Cut-The-SaaS on LinkedIn, Instagram, YouTube, Twitter, and Medium. Visit cut-the-saas.com for more insights and resources.
Everyone knows the power of stories, but when asked to come up with them, we struggle. Either we second guess ourselves as to the story's relevance, or we just come up blank and can't think of any. Unlocking Everyday Narratives: The Power of Storytelling in Marketing will teach you how to recognize stories in the moment and to recall forgotten moments that your audience needs to hear.
Key Takeaways:
Understand Why Personal Stories Connect Better
How To Remember Forgotten Stories
How To Use Customer Experiences As Stories For Your Brand
Short video marketing has sweeped the nation and is the fastest way to build an online brand on social media in 2024. In this session you will learn:- What is short video marketing- Which platforms work best for your business- Content strategies that are on brand for your business- How to sell organically without paying for ads.
It's another new era of digital and marketers are faced with making big bets on their digital strategy. If you are looking at modernizing your tech stack to support your digital evolution, there are a few can't miss (often overlooked) areas that should be part of every conversation. We'll cover setting your vision, avoiding siloes, adding a democratized approach to data strategy, localization, creating critical governance requirements and more. Attendees will walk away with actions they can take into initiatives they are running today and consider for the future.
The What, Why & How of 3D and AR in Digital CommercePushON Ltd
Vladimir Mulhem has over 20 years of experience in commercialising cutting edge creative technology across construction, marketing and retail.
Previously the founder and Tech and Innovation Director of Creative Content Works working with the likes of Next, John Lewis and JD Sport, he now helps retailers, brands and agencies solve challenges of applying the emerging technologies 3D, AR, VR and Gen AI to real-world problems.
In this webinar, Vladimir will be covering the following topics:
Applications of 3D and AR in Digital Commerce,
Benefits of 3D and AR,
Tools to create, manage and publish 3D and AR in Digital Commerce.
When most people in the industry talk about online or digital reputation management, what they're really saying is Google search and PPC. And it's usually reactive, left dealing with the aftermath of negative information published somewhere online. That's outdated. It leaves executives, organizations and other high-profile individuals at a high risk of a digital reputation attack that spans channels and tactics. But the tools needed to safeguard against an attack are more cybersecurity-oriented than most marketing and communications professionals can manage. Business leaders Leaders grasp the importance; 83% of executives place reputation in their top five areas of risk, yet only 23% are confident in their ability to address it. To succeed in 2024 and beyond, you need to turn online reputation on its axis and think like an attacker.
Key Takeaways:
- New framework for examining and safeguarding an online reputation
- Tools and techniques to keep you a step ahead
- Practical examples that demonstrate when to act, how to act and how to recover
Digital Commerce Lecture for Advanced Digital & Social Media Strategy at UCLA...Valters Lauzums
E-commerce in 2024 is characterized by a dynamic blend of opportunities and significant challenges. Supply chain disruptions and inventory shortages are critical issues, leading to increased shipping delays and rising costs, which impact timely delivery and squeeze profit margins. Efficient logistics management is essential, yet it is often hampered by these external factors. Payment processing, while needing to ensure security and user convenience, grapples with preventing fraud and integrating diverse payment methods, adding another layer of complexity. Furthermore, fulfillment operations require a streamlined approach to handle volume spikes and maintain accuracy in order picking, packing, and shipping, all while meeting customers' heightened expectations for faster delivery times.
Amid these operational challenges, customer data has emerged as an important strategy. By focusing on personalization and enhancing customer experience from historical behavior, businesses can deliver improved website and brand experienced, better product recommendations, optimal promotions, and content to meet individual preferences. Better data analytics can also help in effectively creating marketing campaigns, improving customer retention, and driving product development and inventory management.
Innovative formats such as social commerce and live shopping are beginning to impact the digital commerce landscape, offering new ways to engage with customers and drive sales, and may provide opportunity for brands that have been priced out or seen a downturn with post-pandemic shopping behavior. Social commerce integrates shopping experiences directly into social media platforms, tapping into the massive user bases of these networks to increase reach and engagement. Live shopping, on the other hand, combines entertainment and real-time interaction, providing a dynamic platform for showcasing products and encouraging immediate purchases. These innovations not only enhance customer engagement but also provide valuable data for businesses to refine their strategies and deliver superior shopping experiences.
The e-commerce sector is evolving rapidly, and businesses that effectively manage operational challenges and implement innovative strategies are best positioned for long-term success.
28. • Introduction to eGain
• Video: Next-gen digital journey
• The digital engagement imperative
• Roadmap to digital excellence
• Digital success stories
• Q & A
AGENDA
29. • What we do
Multichannel customer engagement
cloud solution
• Interactive sales
• Multichannel service
• Knowledge management
• Who we are
Founded in 1997
HQ in Sunnyvale, CA, USA
• Offices in EMEA and APAC
ABOUT EGAIN
30. 30
“eGain continues to be the
WCS [Web Customer Service]
vendor with the most
complete offering on the
market.”
GARTNER MQ LEADER 5 YEARS IN A ROW
31. **Replace with ‘kosher’ client logos**
TRUSTED BY LEADERS
Financial Services
and Insurance Manufacturing Retail Telecom Utilities
32. • Intro to eGain
• Video: Next-gen digital journey
• The digital engagement imperative
• Roadmap to digital excellence
• Digital success stories
• Q & A
AGENDA
34. • Intro to eGain
• Video: Next-gen digital journey
• The digital engagement imperative
• Roadmap to digital excellence
• Digital success stories
• Q & A
AGENDA
35. Forrester: How To Profit From The Outside-In Approach To Customer Experience Kerry Bodine, Vice President & Principal Analyst Forrester October 17, 2013
Age of
Manufacturing
Age of
Distribution
Age of
Information
Age of the
Customer
Source: June 6, 2011, “Competitive Strategy In the Age Of The Customer” Forrester Report
It is the age of the customer!
36. Customer experience correlates
with loyalty
• Willingness to consider
another purchase
• Likelihood to
recommend to a friend
• Likelihood to switch
business to a competitor
36
Forrester: How To Profit From The Outside-In Approach To Customer Experience Kerry Bodine,
Vice President & Principal Analyst Forrester October 17, 2013
38. Engagement = Experience = Better performance
Source: “Digital Advantage” 2012 study by Capgemini Group and MIT Center of Digital Business
9%
higher revenue /
employee from
fixed assets26%
higher profit
margins
12%
higher market
capitalizations
39. Engagement is a C-level priority
9 out of 10
U.S. CEOs are saying they are
strengthening their customer and
client engagement programs
Price Waterhouse 2013 U.S. CEO Survey
45. • Intro to eGain
• Video: Next-gen digital journey
• The digital engagement imperative
• Roadmap to digital excellence
• Digital success stories
• Q & A
AGENDA
46. • Model focused on key activities along customer journeys
– Connect – proactively making the right connection
– Educate – providing appropriate personalized information
– Acquire– advice and guidance to make the right decisions
– Serve - building the relationship though on-going help and support
– Optimize – refining and extending the relationship
• Levels of maturity
– Establish– basic information deployed in a digital channel
– Deliver– digital CX execution is in line with industry standards and
customer expectations
– Differentiate– exceeding the industry standard and use of digital CX
– Delight– recognised by customers and industry as an innovative leader
in digital CX
eGain Digital Customer Engagement
Maturity model™ makes it easy
47. Serve
Acquire
Educate
Connect
Establish Deliver Differentiate Delight
• User has to request
help or contact
• Generic help and
assistance provided in
the context of the
inquiry
• Personalized proactive
help and assistance
provided in the context
of the customer journey
• Experience designed
and optimized on the
basis of continuous
feedback and
monitoring
• User has to look for
further information –
usually static
documents -
• User has to request
advice, typically
through a contact
center
• User has to request
help and support by
phone or web form
• Generic help and
assistance
• Access to user reviews
and feedback
• Peer to peer help
available
• Interactive knowledge
to explore options and
choices
• Peer to peer advice
moderated by
community of experts
• Online help and support
• Interactive
troubleshooting
• Automated notifications
• Rich interactive help
and assistance
provided in the context
of the journey
• Moderated expert
forum
• Interactive tools to
model options and
alternatives
• Proactive assistance
through cobrowse
• Personalized web page
/ mobile app
• Proactive updates
• Interactive integrated
diagnostics
• Proactive information
on next best activities
optimized by expert
community
• Personalized expert
advice and
recommendations
• Guidance developed
and optimized by expert
community
• Automated involvement
in community for
product/service
improvements
• Integrated diagnostics
Experience
Optimize
• User has to request
review
• Online help and support
to improve benefits
• Peer to peer
recommendations
• Automated notifications
• Personalized
recommendations
• Proactive updates
• Interactive
product/service
refinement
• Proactive, personalized
program based on
feedback
• Automated involvement
in product/service
improvements
48. 2014
CustomerExperience
2015 2016 2017
Web Self-Service
Email Deflection
Offers
Chat
Branded Virtual
Assistant
Help on in-store
Kiosk & Tablets
CoBrowse
Web Kiosk Help for
Photo Book
Click2Call
Video Chat
Notifications
Community
Web Self-Service
Offers
Chat
CoBrowse
Click2Call
Video Chat
CoBrowse
Click2Call
Notifications
Offers Chat
EstablishDeliverDifferentiateDelight
T r a n s f o r m a t i o n
R o a d m a p
Company A Company B Company C
Transformation roadmap
50. • Intro to eGain
• The digital engagement imperative
• Roadmap to digital excellence
• Digital success stories
• Q & A
AGENDA
51. PREMIER CATALOG AND WEB RETAILER
Challenge
Increase order conversion and average order value
Reduce cost of service
Rapidly turn around offers
eGain Solution
“Digital sales conversion”
CLIENT SUCCESS
Web Contact Center
50 million
Marketing offers per year
1 million
Shopping assistance sessions per year
5%
Uplift in shopping conversion
52. LEADING HEALTHCARE INSURANCE CARRIER
Challenge
Differentiate through unrivaled customer service
Reduce sales and service costs
Retool customer engagement for the emerging retail
insurance market
eGain Solution
“Digital differentiation ”
Slide 52
CLIENT SUCCESS
Web Contact Center
$2.6M
Saved in first phase of
deployment
12M
Members served
53. GLOBAL 100 MULTINATIONAL TELCO
Challenge
Provide customers choice of interaction channels
Reduce cost of serve and share best practices through
a shared platform across operating companies
Accelerate innovation with a global partner
eGain Solution
CLIENT SUCCESS
Web Contact CenterSocialMobile
28%
Increase in self–service deflection
12%Increase in First Contact Resolution
8Op Cos use the eGain platform
“Digital leverage”
54. MULTINATIONAL COSMETICS
MANUFACTURER AND RETAILER
Challenge
Empower worldwide sales representatives with product
knowledge and sales best practices
Provide unified support through agents and self-service
Publish knowledge – one version of truth - from a single
multilingual platform
eGain Solution
“Digital sales empowerment”
CLIENT SUCCESS
Web Contact Center
6.5MSales reps empowered
15Countries served
1000Products supported
55. AGENDA
• Intro to eGain
• The digital engagement imperative
• Roadmap to digital excellence
• Digital success stories
• Q & A