Xparency is a web-based service where technical service providers can showcase their customer references in order to make them freely and readily available to potential customers.
Xparency is a web-based service where technical service providers can showcase their customer references in order to make them freely and readily available to potential customers.
Customer experience: the final frontier - Gary MagentaTransversal Ltd
This document summarizes a presentation by Gary Magenta on creating a great customer experience. The presentation covers the keys to a great CX, including focusing on customer centricity and empowering frontline employees. It discusses how the frontline delivers CX and engages customers. Barriers to CX are addressed, along with overcoming them through strategies like aligning executives, empowering managers, and connecting frontline workers to the customer-focused strategy. A case study is presented on implementing these strategies through executive alignment, leadership commitments, strategic roadmaps, and manager development.
Top six trends of customer service in 2015 forrester reportConvergeHub
The document discusses 6 key trends in customer service that Forrester predicts will emerge in 2015 according to a recent report. The trends are: 1) emerging channels for customer service like web, mobile, and video chat; 2) proactive customer engagement through anticipating needs; 3) preemptive customer service through smarter products and automation; 4) cognitive engagement through computing systems; 5) predictive analytics to offer tailored service; and 6) consolidation of customer service technologies.
Vishwaam InfoTech aims to be globally excellent through value-added, implementable services and solutions. It provides outsourcing, IT consulting, strategic M&A, and ODC services across industries like ERP, retail, telecom, healthcare, SCM, and insurance. Core capabilities include software development, customization, implementation, testing, business analysis, and consulting using technologies like MF, Java, MST, SAP, DW, and Peoplesoft.
Digital Transformation: Going Paperless and Mobile with Process AutomationBizagi
WL Bank implemented process automation with Bizagi to go paperless and digitize decision making. They started with a small pilot process and scaled up to more complex processes over 12 months. This allowed WL Bank to become a fully paperless bank, improve decision making through expedited processes, and implement agile methodologies. The benefits included low risk proven during the pilot, compliance with German legislation by protecting customer data, meeting stakeholder expectations, and creating a culture of digital process innovation across the business. The advice is to start small, think big by introducing a process board and utilizing Bizagi consultants, and scale up over time.
Why digital business automation is vital to the customer experience featuring...Bizagi
As businesses strive to transform in order to survive and thrive in the digital age, digital initiatives have become increasingly focused on the customer experience (CX) rather than more traditional goals of efficiency and cost reduction.
So what does this mean for those tasked with delivering digital innovation and applications to the business? It means re-thinking operational models to connect employees, processes and devices with personalized and contextualized information – all to better serve customers.
Bizagi and guest speaker Rob Koplowitz, VP and Principal Analyst at Forrester Researchdiscuss how today’s digital platform technologies can support these goals.
View now for answers to questions like:
-What does digital transformation mean for traditional businesses?
-Why is the shift from cost efficiency to customer experience so important?
-How can digital platforms help you improve the customer experience?
-Important strategies for delivering business applications faster in 2017
Who should view: Digital Transformation Leaders, Application Development Leaders, IT and Business Process Professionals.
About Rob Koplowitz
Rob’s research focuses on business process management as well as artificial intelligence and cognitive computing.
Rob returns to Forrester after leading IBM’s strategy for integrating Watson into the company’s collaboration services. Rob brings many years of experience in enterprise software consulting, product marketing, product management, and strategy.
Digital Transformation - How to Deliver Meaningful ResultsBizagi
Stop right there, here is the inescapable truth: Every large business, everywhere needs to transform in order to survive – and transformation is beyond difficult. So let’s get beyond the aspiration and talk about the practicalities of this journey for real businesses. This presentation is intended for all business and technology leaders tasked with delivering digital change in 2017 and beyond.
Read MWD Advisors’ Research Director Neil Ward-Dutton as he shares his analyst insights into how you can deliver meaningful results from your digital transformation initiatives this year.
Neil shares his views on one of the most common mistakes that businesses make when trying to digitally transform – which is to think only about the front-end, marketing driven side of the customer experience.
Find advice on how to:
• Manage change more collaboratively, quickly and cost-effectively
• Improve the customer experience through operational change
• Select the right technology to enable strategic digital innovation
Intelligent Solutions, Scaled to your Business
Vintelligen is an IT solution based out in Technopark. After acquiring an Indian based IT company Richinnovations in 2021, Vintelligen was established as a group of technical leaders and domain experts ready to develop products and services for consumers, small and medium-sized businesses and large enterprises. We help customers reimagine their products and services through innovative thinking. Our innovation initiatives are Enterprise Resource Planning, process automation, fleet management, e-commerce solutions, progressive web development, mobility, and custom app solutions.
Xparency is a web-based service where technical service providers can showcase their customer references in order to make them freely and readily available to potential customers.
Customer experience: the final frontier - Gary MagentaTransversal Ltd
This document summarizes a presentation by Gary Magenta on creating a great customer experience. The presentation covers the keys to a great CX, including focusing on customer centricity and empowering frontline employees. It discusses how the frontline delivers CX and engages customers. Barriers to CX are addressed, along with overcoming them through strategies like aligning executives, empowering managers, and connecting frontline workers to the customer-focused strategy. A case study is presented on implementing these strategies through executive alignment, leadership commitments, strategic roadmaps, and manager development.
Top six trends of customer service in 2015 forrester reportConvergeHub
The document discusses 6 key trends in customer service that Forrester predicts will emerge in 2015 according to a recent report. The trends are: 1) emerging channels for customer service like web, mobile, and video chat; 2) proactive customer engagement through anticipating needs; 3) preemptive customer service through smarter products and automation; 4) cognitive engagement through computing systems; 5) predictive analytics to offer tailored service; and 6) consolidation of customer service technologies.
Vishwaam InfoTech aims to be globally excellent through value-added, implementable services and solutions. It provides outsourcing, IT consulting, strategic M&A, and ODC services across industries like ERP, retail, telecom, healthcare, SCM, and insurance. Core capabilities include software development, customization, implementation, testing, business analysis, and consulting using technologies like MF, Java, MST, SAP, DW, and Peoplesoft.
Digital Transformation: Going Paperless and Mobile with Process AutomationBizagi
WL Bank implemented process automation with Bizagi to go paperless and digitize decision making. They started with a small pilot process and scaled up to more complex processes over 12 months. This allowed WL Bank to become a fully paperless bank, improve decision making through expedited processes, and implement agile methodologies. The benefits included low risk proven during the pilot, compliance with German legislation by protecting customer data, meeting stakeholder expectations, and creating a culture of digital process innovation across the business. The advice is to start small, think big by introducing a process board and utilizing Bizagi consultants, and scale up over time.
Why digital business automation is vital to the customer experience featuring...Bizagi
As businesses strive to transform in order to survive and thrive in the digital age, digital initiatives have become increasingly focused on the customer experience (CX) rather than more traditional goals of efficiency and cost reduction.
So what does this mean for those tasked with delivering digital innovation and applications to the business? It means re-thinking operational models to connect employees, processes and devices with personalized and contextualized information – all to better serve customers.
Bizagi and guest speaker Rob Koplowitz, VP and Principal Analyst at Forrester Researchdiscuss how today’s digital platform technologies can support these goals.
View now for answers to questions like:
-What does digital transformation mean for traditional businesses?
-Why is the shift from cost efficiency to customer experience so important?
-How can digital platforms help you improve the customer experience?
-Important strategies for delivering business applications faster in 2017
Who should view: Digital Transformation Leaders, Application Development Leaders, IT and Business Process Professionals.
About Rob Koplowitz
Rob’s research focuses on business process management as well as artificial intelligence and cognitive computing.
Rob returns to Forrester after leading IBM’s strategy for integrating Watson into the company’s collaboration services. Rob brings many years of experience in enterprise software consulting, product marketing, product management, and strategy.
Digital Transformation - How to Deliver Meaningful ResultsBizagi
Stop right there, here is the inescapable truth: Every large business, everywhere needs to transform in order to survive – and transformation is beyond difficult. So let’s get beyond the aspiration and talk about the practicalities of this journey for real businesses. This presentation is intended for all business and technology leaders tasked with delivering digital change in 2017 and beyond.
Read MWD Advisors’ Research Director Neil Ward-Dutton as he shares his analyst insights into how you can deliver meaningful results from your digital transformation initiatives this year.
Neil shares his views on one of the most common mistakes that businesses make when trying to digitally transform – which is to think only about the front-end, marketing driven side of the customer experience.
Find advice on how to:
• Manage change more collaboratively, quickly and cost-effectively
• Improve the customer experience through operational change
• Select the right technology to enable strategic digital innovation
Intelligent Solutions, Scaled to your Business
Vintelligen is an IT solution based out in Technopark. After acquiring an Indian based IT company Richinnovations in 2021, Vintelligen was established as a group of technical leaders and domain experts ready to develop products and services for consumers, small and medium-sized businesses and large enterprises. We help customers reimagine their products and services through innovative thinking. Our innovation initiatives are Enterprise Resource Planning, process automation, fleet management, e-commerce solutions, progressive web development, mobility, and custom app solutions.
Cognizant helped a major managed healthcare provider transform their static website into a secure, interactive portal serving over 40,000 providers and 1 million members. They developed the new portal on the Microsoft .NET framework within 6 months. The new portal provided personalized access and online services, improving efficiency. It reduced costs by 80% and improved user satisfaction and the client's competitive position. Based on the success, the client awarded Cognizant additional work.
How Project Management Tools Enable Improved Customer ExperiencesOrangescrum
Smart teams and successful agencies use project management tools to bring both their clients and teams together on one platform for better customer experience. visit, https://blog.orangescrum.com/
A seminar providing an overview of multichannel customer engagement and its relevance to organisations.
Also contains some research from two seminars answering the questions 'do you have a multichannel strategy', 'what would be the benefits of multichannel', 'what are the barriers to adopting multichannel'
Contact:
@mfenna
http://about.me/markfenna
As part of The Forum's Customer Strategy and Planning 2016 conference, Creative Virtual's Founder & CEO, Chris Ezekiel, showcased the award-winning combination of knowledge management and intelligent virtual assistants through a series of live demonstrations.
Building customer relationships with intelligent virtual agents: A framework ...Creative Virtual
This document discusses how virtual agents can be used to build customer relationships through intelligent and effortless interactions. It outlines how virtual agent usage has grown significantly from 2012 to 2015 for customer service. The document also advocates for a hybrid approach combining human curation and self-learning to continually improve virtual agent responses. Finally, it describes how virtual and human agents can seamlessly engage customers across channels through a feedback loop.
eGain Digital Day 2016 - Mission Possible: All Agents, All Calls, No TrainingMark Fenna
This document discusses how digital transformation and artificial intelligence can empower all agents to handle all customer calls through knowledge solutions. It outlines the challenges of outdated customer service systems not keeping up with customers' needs and expectations. The solution proposed uses AI to provide an assisted knowledge layer that allows all agents to access necessary information to serve customers well without extensive training. Case studies show this approach reducing agent training time by 50-65% and improving customer satisfaction scores.
This document discusses delivering unified citizen services cost-effectively through innovative technology. It describes the benefits of consolidating citizen service functions into a centralized citizen services center. Key considerations for developing a successful center include choosing user-friendly technology, ensuring easy implementation and future growth, and providing cost-effective redundancy. Characteristics of an effective center are providing a variety of contact methods for citizens, seamless delegation of tasks, analytical reporting capabilities, and practical technology that streamlines operations. The document recommends best practices like avoiding costly implementations and finding flexible delivery models. It promotes Microsoft solutions like Dynamics CRM as providing a cost-effective starting point for developing a citizen services center.
Digital Transformation: How to Model Human Behavior in DigitizationBizagi
Digital transformation is the change associated with the application of digital technology in all aspects of human society. For businesses, it is about creating a competitive edge by digitizing operations for greater efficiency, intelligence and agility.
One main challenge of digitization is modelling human behavior and cognitive processes into logical expressions that can be digitized and automated. How do we translate complex human behavior and thinking into digital processes?
Frank Beyer, a business process management expert will share how approvals of various kind and pricing calculations can be automated thereby drawing on his experience with a pilot project at former employer Kyocera , a Japanese multinational electronics and ceramics manufacturer, automates its pricing calculation and approvals.
Download the presentation from Frank Beyer and Bizagi as they discuss:
•How to model human activities into digital processes
•How to break the cognitive barrier to embark on RPA
•The impact and hidden benefits of digitizing human activities
About Kyocera
KYOCERA Document Solutions America is a group company of Kyocera Corporation, the world's leading developer and manufacturer of advanced ceramics and associated products, including telecommunications equipment, semiconductor packages and electronic components. Kyocera Corporation's net sales totalled $13.1 Billion.
About Bizagi
Headquartered in the UK and with operations across North America, Europe and Latin America, Bizagi is a global leader in digital business platforms. With a global user community of over 650,000 process pioneers, Bizagi has helped over 500 enterprises in 50 countries to survive and thrive in the digital age. For more information, please visit www.bizagi.com
Watch the Video here: https://youtu.be/A-0I47Qm5MY
Digital Transformation: How to Improve New Customer OnboardingBizagi
Organizations all industries face the imperative of driving profitable growth while improving customer services. There is also need to meet increasing regulatory compliance, especially for financial services organizations.
Download the presentation to hear how Alpha Card, a joint venture between American Express BNP Paribas providing card issuing and acquiring services, creates a consistent cross-brand customer experience, maximizes service productivity, and meets regulatory compliance. Darren Hart, CIO of Alpha Card will discuss how the company:
•Created a consistent customer experience
•Reduced customer acquisition cost and remediation
•Achieved regulatory compliance
About Alpha Card
Alpha Card was established in 1998 and is a joint venture between American Express and BNP Paribas Fortis. The Organisation has the exclusive license to issue cards and acquire merchants on the American Express Network in Belgium and Luxembourg
About Bizagi
Headquartered in the UK and with operations across North America, Europe and Latin America, Bizagi is a global leader in digital business platforms. With a global user community of over 650,000 process pioneers, Bizagi has helped over 500 enterprises in 50 countries to survive and thrive in the digital age. For more information, please visit www.bizagi.com
Watch the Video here: https://youtu.be/IdX1ax2TAzg
5 Reasons to Improve Your Customer Experience in Your Avaya Contact CenterSpoken Communications
The document discusses the importance of improving customer experience in Avaya contact centers. It notes that by 2020, customer experience will be the top brand differentiator. It also discusses how contact center agents remain important despite self-service tools, and that improving customer experience allows companies to gain customer data insights, improve agent efficiency, outpace competitors, and become market leaders. The document encourages focusing on transforming the contact center to power the customer experience.
eGain Digital Day 2016 - Analytics for Omnichannel Customer EngagementMark Fenna
eGain provides analytics tools to help companies optimize their omnichannel customer experiences. Their analytics suite includes tools for voice, digital, knowledge, and journey analytics. The tools provide insights across channels to help businesses identify opportunities to improve processes, apply targeted interventions, and measure the impact of changes through continuous optimization driven by analytics. eGain's analytics are designed to provide enterprises with cross-channel, relevant, actionable insights for empowered decision-making to improve customer engagement.
eGain Digital Day 2016 - Keynote 1: Digital Customer Experience—Big Trends an...Mark Fenna
The presentation discussed big trends, CEO thinking, and best practices related to digital customer experience. It highlighted demand-side trends like time-starved and privacy-protective customers. On the supply-side, it noted that digital business is blurring the digital and physical worlds through smart connected things. The presentation suggested customer engagement will accelerate as more things generate data and enable faster "business moments" of automated interactions. It closed by envisioning emerging technologies like ambient user experiences and autonomous agents that interact with customers.
Selling and Engaging the Digitally Forward CustomerPegasystems
Don Peppers, Founding Partner of Peppers & Rogers Group and Ed Burek, Director of Product Marketing at Pega, explore how many organizations today are delivering a personalized experience and increasing their customer's lifetime value by:
- Driving trust and transparency at every interaction
- Providing a frictionless customer experience by leveraging real-time predictive analytics across all channels
- Enhancing the ability to see the customer in a 1:1 manner to drive long term relationships
This presentation was used as part of a live webcast. You can watch the full recording with audio at: http://www.pega.com/resources/selling-engaging-the-digitally-forward-customer?utm_source=ss
This document discusses how digital disruption is changing customer expectations and behaviors. It highlights the need for companies to deliver personalized, cross-channel customer experiences in order to thrive in today's environment. The Oracle Customer Experience Cloud is presented as a solution that connects every customer engagement across the buy-own cycles through applications for marketing, sales, commerce, service, and social. It provides standardized, integrated processes and industry-specific solutions to help companies improve the customer experience.
The document provides guidance on selecting a successful technology partner. It emphasizes looking for a partner with mature yet flexible processes, low employee turnover, strong technical competence in relevant areas, industry-specific experience, and a proven track record of delivering value to clients. It advises asking potential partners questions about their experience, industry expertise, key performance indicators, employee tenure, ability to keep up with trends, and customer references. Choosing the right partner can help ensure projects are delivered on time, on budget, and meet requirements for success.
Metrics that Wow! How Coremetrics Became the Customer Service Model of SuccessParature, from Microsoft
A customer-centric culture has never been more important to organizations than it is today, and the most successful customer service organizations have realized the criticality of the customer experience, as well as the need to make organizational changes to improve it.
But how do you facilitate an organizational shift? How do you recognize the need for change, develop a plan, determine customer & business impact, and get results? How do you achieve key support metrics such as?
:: Customer satisfaction improved to 90%
:: Agent responsiveness is up to 92%
:: Agent product knowledge grew to 91%
:: Customer loyalty jumped to 93%
This eye-opening webinar helps you to discover how organizations can reduce their cost to provide service while increasing customer satisfaction by investing in technology and implementing internal change.
How can you ensure your people deliver a first-class service every time? John Heald, Global Vice President, SAP Hybris Service shares his knowledge and experience and spots the trends you need to know about to make customers happy in service and support.
He'll cover:
-How easy is it to contact your customer service?
-When your customers talk/chat with your agents, how great is the experience? If the customer reports an issue, how quickly do you resolve it?
-How reliable are you at arriving on time promise, and how do you keep customer informed?
-How prompt are the field team, and how often do they solve at first visit?
Learn more about SAP Hybris Service at: https://hybris.com/en/products/service
Cognizant helped a major managed healthcare provider transform their static website into a secure, interactive portal serving over 40,000 providers and 1 million members. They developed the new portal on the Microsoft .NET framework within 6 months. The new portal provided personalized access and online services, improving efficiency. It reduced costs by 80% and improved user satisfaction and the client's competitive position. Based on the success, the client awarded Cognizant additional work.
How Project Management Tools Enable Improved Customer ExperiencesOrangescrum
Smart teams and successful agencies use project management tools to bring both their clients and teams together on one platform for better customer experience. visit, https://blog.orangescrum.com/
A seminar providing an overview of multichannel customer engagement and its relevance to organisations.
Also contains some research from two seminars answering the questions 'do you have a multichannel strategy', 'what would be the benefits of multichannel', 'what are the barriers to adopting multichannel'
Contact:
@mfenna
http://about.me/markfenna
As part of The Forum's Customer Strategy and Planning 2016 conference, Creative Virtual's Founder & CEO, Chris Ezekiel, showcased the award-winning combination of knowledge management and intelligent virtual assistants through a series of live demonstrations.
Building customer relationships with intelligent virtual agents: A framework ...Creative Virtual
This document discusses how virtual agents can be used to build customer relationships through intelligent and effortless interactions. It outlines how virtual agent usage has grown significantly from 2012 to 2015 for customer service. The document also advocates for a hybrid approach combining human curation and self-learning to continually improve virtual agent responses. Finally, it describes how virtual and human agents can seamlessly engage customers across channels through a feedback loop.
eGain Digital Day 2016 - Mission Possible: All Agents, All Calls, No TrainingMark Fenna
This document discusses how digital transformation and artificial intelligence can empower all agents to handle all customer calls through knowledge solutions. It outlines the challenges of outdated customer service systems not keeping up with customers' needs and expectations. The solution proposed uses AI to provide an assisted knowledge layer that allows all agents to access necessary information to serve customers well without extensive training. Case studies show this approach reducing agent training time by 50-65% and improving customer satisfaction scores.
This document discusses delivering unified citizen services cost-effectively through innovative technology. It describes the benefits of consolidating citizen service functions into a centralized citizen services center. Key considerations for developing a successful center include choosing user-friendly technology, ensuring easy implementation and future growth, and providing cost-effective redundancy. Characteristics of an effective center are providing a variety of contact methods for citizens, seamless delegation of tasks, analytical reporting capabilities, and practical technology that streamlines operations. The document recommends best practices like avoiding costly implementations and finding flexible delivery models. It promotes Microsoft solutions like Dynamics CRM as providing a cost-effective starting point for developing a citizen services center.
Digital Transformation: How to Model Human Behavior in DigitizationBizagi
Digital transformation is the change associated with the application of digital technology in all aspects of human society. For businesses, it is about creating a competitive edge by digitizing operations for greater efficiency, intelligence and agility.
One main challenge of digitization is modelling human behavior and cognitive processes into logical expressions that can be digitized and automated. How do we translate complex human behavior and thinking into digital processes?
Frank Beyer, a business process management expert will share how approvals of various kind and pricing calculations can be automated thereby drawing on his experience with a pilot project at former employer Kyocera , a Japanese multinational electronics and ceramics manufacturer, automates its pricing calculation and approvals.
Download the presentation from Frank Beyer and Bizagi as they discuss:
•How to model human activities into digital processes
•How to break the cognitive barrier to embark on RPA
•The impact and hidden benefits of digitizing human activities
About Kyocera
KYOCERA Document Solutions America is a group company of Kyocera Corporation, the world's leading developer and manufacturer of advanced ceramics and associated products, including telecommunications equipment, semiconductor packages and electronic components. Kyocera Corporation's net sales totalled $13.1 Billion.
About Bizagi
Headquartered in the UK and with operations across North America, Europe and Latin America, Bizagi is a global leader in digital business platforms. With a global user community of over 650,000 process pioneers, Bizagi has helped over 500 enterprises in 50 countries to survive and thrive in the digital age. For more information, please visit www.bizagi.com
Watch the Video here: https://youtu.be/A-0I47Qm5MY
Digital Transformation: How to Improve New Customer OnboardingBizagi
Organizations all industries face the imperative of driving profitable growth while improving customer services. There is also need to meet increasing regulatory compliance, especially for financial services organizations.
Download the presentation to hear how Alpha Card, a joint venture between American Express BNP Paribas providing card issuing and acquiring services, creates a consistent cross-brand customer experience, maximizes service productivity, and meets regulatory compliance. Darren Hart, CIO of Alpha Card will discuss how the company:
•Created a consistent customer experience
•Reduced customer acquisition cost and remediation
•Achieved regulatory compliance
About Alpha Card
Alpha Card was established in 1998 and is a joint venture between American Express and BNP Paribas Fortis. The Organisation has the exclusive license to issue cards and acquire merchants on the American Express Network in Belgium and Luxembourg
About Bizagi
Headquartered in the UK and with operations across North America, Europe and Latin America, Bizagi is a global leader in digital business platforms. With a global user community of over 650,000 process pioneers, Bizagi has helped over 500 enterprises in 50 countries to survive and thrive in the digital age. For more information, please visit www.bizagi.com
Watch the Video here: https://youtu.be/IdX1ax2TAzg
5 Reasons to Improve Your Customer Experience in Your Avaya Contact CenterSpoken Communications
The document discusses the importance of improving customer experience in Avaya contact centers. It notes that by 2020, customer experience will be the top brand differentiator. It also discusses how contact center agents remain important despite self-service tools, and that improving customer experience allows companies to gain customer data insights, improve agent efficiency, outpace competitors, and become market leaders. The document encourages focusing on transforming the contact center to power the customer experience.
eGain Digital Day 2016 - Analytics for Omnichannel Customer EngagementMark Fenna
eGain provides analytics tools to help companies optimize their omnichannel customer experiences. Their analytics suite includes tools for voice, digital, knowledge, and journey analytics. The tools provide insights across channels to help businesses identify opportunities to improve processes, apply targeted interventions, and measure the impact of changes through continuous optimization driven by analytics. eGain's analytics are designed to provide enterprises with cross-channel, relevant, actionable insights for empowered decision-making to improve customer engagement.
eGain Digital Day 2016 - Keynote 1: Digital Customer Experience—Big Trends an...Mark Fenna
The presentation discussed big trends, CEO thinking, and best practices related to digital customer experience. It highlighted demand-side trends like time-starved and privacy-protective customers. On the supply-side, it noted that digital business is blurring the digital and physical worlds through smart connected things. The presentation suggested customer engagement will accelerate as more things generate data and enable faster "business moments" of automated interactions. It closed by envisioning emerging technologies like ambient user experiences and autonomous agents that interact with customers.
Selling and Engaging the Digitally Forward CustomerPegasystems
Don Peppers, Founding Partner of Peppers & Rogers Group and Ed Burek, Director of Product Marketing at Pega, explore how many organizations today are delivering a personalized experience and increasing their customer's lifetime value by:
- Driving trust and transparency at every interaction
- Providing a frictionless customer experience by leveraging real-time predictive analytics across all channels
- Enhancing the ability to see the customer in a 1:1 manner to drive long term relationships
This presentation was used as part of a live webcast. You can watch the full recording with audio at: http://www.pega.com/resources/selling-engaging-the-digitally-forward-customer?utm_source=ss
This document discusses how digital disruption is changing customer expectations and behaviors. It highlights the need for companies to deliver personalized, cross-channel customer experiences in order to thrive in today's environment. The Oracle Customer Experience Cloud is presented as a solution that connects every customer engagement across the buy-own cycles through applications for marketing, sales, commerce, service, and social. It provides standardized, integrated processes and industry-specific solutions to help companies improve the customer experience.
The document provides guidance on selecting a successful technology partner. It emphasizes looking for a partner with mature yet flexible processes, low employee turnover, strong technical competence in relevant areas, industry-specific experience, and a proven track record of delivering value to clients. It advises asking potential partners questions about their experience, industry expertise, key performance indicators, employee tenure, ability to keep up with trends, and customer references. Choosing the right partner can help ensure projects are delivered on time, on budget, and meet requirements for success.
Metrics that Wow! How Coremetrics Became the Customer Service Model of SuccessParature, from Microsoft
A customer-centric culture has never been more important to organizations than it is today, and the most successful customer service organizations have realized the criticality of the customer experience, as well as the need to make organizational changes to improve it.
But how do you facilitate an organizational shift? How do you recognize the need for change, develop a plan, determine customer & business impact, and get results? How do you achieve key support metrics such as?
:: Customer satisfaction improved to 90%
:: Agent responsiveness is up to 92%
:: Agent product knowledge grew to 91%
:: Customer loyalty jumped to 93%
This eye-opening webinar helps you to discover how organizations can reduce their cost to provide service while increasing customer satisfaction by investing in technology and implementing internal change.
How can you ensure your people deliver a first-class service every time? John Heald, Global Vice President, SAP Hybris Service shares his knowledge and experience and spots the trends you need to know about to make customers happy in service and support.
He'll cover:
-How easy is it to contact your customer service?
-When your customers talk/chat with your agents, how great is the experience? If the customer reports an issue, how quickly do you resolve it?
-How reliable are you at arriving on time promise, and how do you keep customer informed?
-How prompt are the field team, and how often do they solve at first visit?
Learn more about SAP Hybris Service at: https://hybris.com/en/products/service
Tactics to Infuse Business Relevance in IT Delivery TeamsCharan Puneet Singh
This talk was presented during ThoughtWorks Converge - a platform for BAs, PMs and product management community to come together. The theme was Business Relevance, or how to make IT teams more closely aligned with business.
Identifying and Evaluating Winning IT ServicesCognizant
Evaluating IT services is notoriously tricky and increasingly essential. We present a guide and several equations for a service measurement continuum based on ease of evaluation of a given service and taking into consideration perceived benefits and costs (monetary and nonmonetary) as well as intangible factors
EarthLink Top 5 Questions Asked of EarthLInk Network Engineers 2016Eric Hyman
The document summarizes the top 5 questions network engineers at EarthLink are asked by prospective customers. The questions focus on business issues like redundancy, availability, compliance, cloud services, and simplifying operations. For each question, the engineers provide insights into how they evaluate customers' needs and focus on understanding applications and business objectives rather than technical specifications. They emphasize the importance of consolidation with a single network provider and helping customers free up time and resources.
Forrester Names Zendesk a 'Strong Performer' in Customer Service Solutions fo...David Martinez Calduch
The document summarizes Forrester's evaluation of 11 customer service solutions for midsize organizations. It provides an overview of the customer service solutions market and why delivering good customer service is important but challenging for organizations. It also describes Forrester's evaluation criteria and process for assessing the vendors. The key vendors meet Forrester's criteria of offering multifunctional customer service applications and omnichannel capabilities. The evaluation analyzed each vendor's current offering, strategy, and market presence to provide guidance to customer service professionals on selecting the right partner.
20211027 apidays london - business model innovation final v1.0 (1)apidays
apidays LIVE London 2021 - Business Model Innovation via open APIs by Jeremy Larsson, GrowthSmart Consulting
apidays LIVE London 2021 - Reaching Maximum Potential in Banking & Insurance with API Mindset
October 27 & 28, 2021
From Open Banking to Embedded finance : API driven Business-models
Business Model Innovation via open APIs
Jeremy Larsson, Managing Director at GrowthSmart Consulting Limited
This document proposes an online marketplace called Gopherbids that would connect clients needing services with professional service providers who can bid on jobs. It sees a large total available market of over $2 trillion for on-demand services worldwide. Gopherbids would combine features of top online booking sites, consolidate services across industries, and support all e-commerce models. The business model involves charging service providers subscription fees to use the platform. An initial $1 million investment is requested to launch in New York City and attract 10,000 service provider subscribers over 12 months.
A review of the Data as a Service Business Model.
Whitepaper available from Innovate Vancouver
Travis Barker, MPA GCPM
Consulting@innovatevancouver.org
Digital Transformation And Enterprise ArchitectureAlan McSweeney
Digital transformation - extending and exposing business processes outside the organisation - by implementing a digital strategy – a statement about the organisation’s digital positioning, operating model, competitors and customer and collaborator needs and behaviour through the delivery of digital solutions defined in a digital architecture – a future state application, data and technology view to achieve digital operating status - is potentially (very) complex.
Digital architecture does not exist in isolation entirely separate from an organisation’s overall enterprise architecture. Digital architecture must exist within the within the wider enterprise architecture context.
Enterprise architecture provides the tools and the approaches to manage the complexity of digital transformation.
The management function that drives digital transformation needs to involve the enterprise architecture function in the design and implementation of digital strategy and organisation, process and policies and the creation of a digital architecture. Management must appreciate the technology focus and the benefits of an enterprise architecture approach.
The early involvement of enterprise architecture increases successes and reduces failures. Management must trust and involve enterprise architecture. The enterprise architecture function must accept and rise to the challenge and deliver. The enterprise architecture function must allow its value to be measured.
Service design is focused on creating usable, easy, and desirable experiences for services through a combination of tangible and intangible channels. It takes a user-centered approach to understand behaviors, needs, and expectations in order to develop new service solutions. Some key tools of service design include service safaris to experience services firsthand, storyboards to prototype experiences, and service blueprints to map the customer journey. Applying service design helped a clothing manufacturer improve collaboration between departments, provide better support to user groups, and deliver a more seamless service experience leading to increased profits and staffing.
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2. What is Xparency service? Xparency is a web-based service where technical service providers can showcase their customer references in order to make them freely and readily available to potential customers. Designed 100% web-based, social media centric, focus on evaluating projects and for small and medium Service Providers. The ratings are based in a set of questions aligned along the nine Areas of Knowledge in the PMBOK guide. The answers to these questions are then weighted to calculate the Xparency rate. 12/18/10 Xparency CONFIDENTIAL 2
3. What problem is Xparency solving? For Service Provider What percentage of your deals require customer references in order to close? Are your customer references conveniently accessible for closing a new deal? How are you finding those customers today? Do you have to track down your customers asking for references? On average, how much calendar time elapses from a request to fulfillment? Do you know your customers opinion about your performance on a project? Do you know what your customers perceive as your strength and weaknesses regarding projects? How are your company's project management skills: time, scope, cost, quality, resource, communications, risk management and procurement? 12/18/10 Xparency CONFIDENTIAL 3
4. What problem is Xparency solving? For Customer Are you looking for unbiased professional Customer References for a Service Provider? Is there enough information in the Use Case Studies shown in a Service Providers website to help you make a buying decision? Do you want to provide feedback on a project or business engagement delivered by your Service Provider? Were you asked by your Service Provider to give Project References after a project completion every time they are working on a new deal? Have you asked your Service Provider for a rest or be taken off your reference list in the last year due to overuse? 12/18/10 Xparency CONFIDENTIAL 4
5. Xparency Solution Service Providers upload project information (screenshots, pictures,pdf, etc) to their profile on Xparency Clients complete a survey with standard components to provide a simple platform to compare vendors TSPs invite current and past clients to provide feedback on projects. Xparency seal on TSPs website and Social Media sharing tool in Xparency. Direct future clients to the TSPs Xparency page to find project references without disturbing past clients..
6. Who are Xparency customers? "Service Providers, SP” - small and medium technology organizations or technology divisions of organizations that provide products and services to other businesses, and depend on customer references to gain new customers and grow revenue. "Customers, CUST" - Companies looking for references on vendors before signing service contracts "References, REF” - Project Sponsors/ Project Managers with ongoing or closed projects wanting to rate their SPs. 12/18/10 Xparency CONFIDENTIAL 6
8. Xparency - Benefits New Web-based central repository with unbiased project references about Technical Service Providers all over the world. Faster, cheaper and easier solution for Technical Service Providers to showcase their complete qualifications including customer's feedback on projects or business engagements. Simpler solution for customers to share informed feedback on projects or business engagements delivered by Service Providers Make it easier for Customers to choose a Service Provider that's right for a new project or business engagement. 12/18/10 Xparency CONFIDENTIAL 8
9. Why use Xparency? Easy and centralized way for Customers to share informed opinions on SP one project at a time Find and validate References (REF) for prospect deals Connect directly existing Customers with new ones SPs can publicly/privately comment on the reference 12/18/10 Xparency CONFIDENTIAL 9
10. Why use Xparency? Xparency will offer a rating verification service. This service will verify ratings provided by a "REF" when a "SP" requests it in order to confirm a positive rating or resolve a dispute on a negative rating. Xparency will monitor and confirm ratings that are too high or too low for specific SP at no cost. 12/18/10 Xparency CONFIDENTIAL 10