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Whitepapers

40 whitepaper results
of 4
A step-by-step guide for best practices when outsourcing contact center services

Despite the proliferation of contact channels available to customers nowadays, call centers haven’t gone anywhere. In fact, they’re only growing in popularity and expanding into full fledged contact centers that are no longer solely manning the phone lines but interact with customers through a variety of other touch points too. Outsourcing has gone hand in hand with call centers for decades. Whether for budgetary reasons entirely, to provide a better service or to reap efficiency gains, many... Learn more

Eliminate digital asset chaos with a rich media ecosystem

Learn how to manage valuable digital brand assets to multiple channels and devices and create better customer engagement along the way.  Everywhere you turn – whether working online, browsing your favourite print catalogue or simply strolling through a retail store saturated with revolving product ads embellished by video and music – you can’t help but think our world has gone multimedia mad. If your business intends to thrive and win in today’s marketplace, it’s no longer sufficient to... Learn more

Data integration for an improved customer experience

Learn how to respond to customer needs in a data-driven landscape. There’s a wealth of data that businesses can leverage to learn more about consumers, and many companies are already taking part in analytics projects aimed at understanding client tastes and demands. In fact, Gartner noted that 48 per cent of businesses took steps to invest in big data analytics last year, and another 25 per cent plan to invest in these processes within the next two years. However, in many cases, organisations... Learn more

Is your data really driving real-time experiences?

Learn the crucial differences between data volume and value, and the three key steps that will help you achieve real time customer experience Everyone’s been talking about the power of big data for so long that we’ve lost something in the process: the value of big data. What tools and abilities do enterprises need to capitalise on big data’s big promise and to create amazing customer experiences? The answer lies in real-time data for real-time insights for real-time customer expectations. If... Learn more

Seven secrets of voice of the customer success

It’s very easy to get VoC wrong. To help prevent this, this whitepaper provides you with a step-by-step guide to VoC enlightenment Over the past few years, Voice of the Customer (VoC) programmes have become an established path to delivering enhanced customer experiences, engaging employees and driving business change. Why then, is every business not running a slick and successful VoC programme? The benefits have been well-established, particularly in markets where product and price... Learn more

How customers rate the mobile retail app leaders

According to Internet Retailer 2016 Mobile 500, app sales are soaring. Mobile sales from apps increased from $35.48 billion in 2014 to $59.86 billion in 2015—a staggering 68.7 per cent growth. Retailers have taken notice. Today, 303 of the top 500 retailers around the world have an app. Internet retailer highlighted 50 retailers that receive approximately half of their sales through mobile apps. These top 50 retailers generated $29.46 billion in 2015 alone or approximately half of the total... Learn more

Tags: retail | Mobile
The customer experience retail checklist

Are you providing your customers with the right digital experiences, in-store and online? Retail is evolving and digital is the thread that ties together the customer experience. Customers expect your website, mobile apps and in-store experiences to be integrated. They expect store inventory to be available online. They expect promotions in your mobile apps to match promotions on your site. And they expect an enhanced digital experience when they are standing in your stores and they expect... Learn more

5 digital mistakes retailers continue to make

Digital-enabled experiences will soon be the primary growth driver for retailers, and you need to make sure you capitalise on the opportunities by avoiding these common mistakes In the words of venture capitalist Mark Andreessen, software is eating the world. Digital interactions are becoming the norm in every industry, and retail is no exception. The National Retail Federation expects that US online retail will grow 8-12 per cent in 2017. Conversely, brick-and-mortar retail will grow at a... Learn more

How Telecommunications Providers Can Reboot The Customer Experience

Few industries have commoditised themselves more than telecommunications. Communications service providers (CSPs) risk becoming mere utilities and, at the same time, face the disintermediation of the customer relationship. Today’s consumers have a plethora of product and service choices, including those offered by over-the-top (OTT) providers, whose popularity continues. How can CSPs escape commoditisation and differentiate themselves? We believe the next competitive battle will be won by... Learn more

Creating a Customer-Centric Culture Supported by Data-Driven Insights

Customer-centricity is a key part of driving customer experience excellence, but how can data-driven insights help deliver CX success? A company’s culture informs its every effort, from marketing, customer experience and outreach to the ways in which internal departments work together. In today’s competitive business environment, it’s imperative to implement a customer-centric culture that permeates the entire business, from the very top of the organisation down throughout every department... Learn more

40 whitepaper results
of 4