Search Results
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Report Your Digital Experience Technology Strategy Starts With A Customer Journey Map
Strategic Plan: The Digital Experience Delivery Playbook
August 15, 2018 | Ted SchadlerAs firms like REWE Group and Schneider Electric have learned, digital experience strategy shapes the technology you need — an investment that can take five years and cost between $20 million and...
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Report When And How To Start The Shift To Omnichannel Content
August 13, 2018 | Ryan SkinnerMarketers must abandon the content mindset of "do more, better." In 2018, the goal must be to "do smarter." Customers demand content that better answers their unique needs. Businesses demand more...
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Report You Don't Need A "Social Marketing" Strategy
Vision: The Social Marketing Playbook
Most marketers use social media, but few can quantify its value. In this report, we show how brands use social tactics to achieve marketing goals across the customer life cycle and how they use...
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Report Look For Banking Applications With Embedded Artificial Intelligence
Off-The-Shelf Capabilities Offer A Fast Path Toward AI
August 10, 2018 | Jost HoppermannArtificial intelligence (AI) has quickly become a key tool for leading banks to improve customer experience, increase process efficiency, and drive revenue. AI's increasing maturity means that...
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Report Building Your Digital Business Case: The ROI Of Track And Trace Solutions
Recognize The ROI Of Track And Trace Solutions To Help Build Other IoT-Based Business Cases
August 9, 2018 | Dan BielerBuilding the business case for your digital investment is hard. So drill into the specifics of any given process you intend to digitize. This report is part of a series of digital business case...
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Report AI In Retail? Let's Start With Automation In Retail
Using AI To Differentiate Requires A Software First Approach
Retailers want to talk about things like augmented reality (AR) or computer vision, but the truth is that many of their basic merchandising and inventory management processes are still painfully...
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Report Best Practices: Co-Creating With Agile Development Service Providers
How To Build Great Software Products By Partnering With Agile Experts
Software organizations that are looking to add capabilities quickly or manage team resources in a flexible manner often turn to external service providers for resources and expertise. Most such...
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Report The Customer Journey Atlas In Six Steps
How To Organize And Prioritize Your Journey Mapping Efforts For Success
August 8, 2018 | Kelly PriceJourney mapping is one of the most popular and powerful tools for improving customers' experiences: 88% of customer experience (CX) pros report that their firms do it. Yet many firms still struggle...
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Report Design Better CX Surveys With This Checklist
Assess CX Surveys On 30 Criteria For Higher-Quality Data And Better Respondent Experiences
August 8, 2018 | Maxie Schmidt-SubramanianPoorly designed customer experience (CX) surveys don't produce useful results but do create bad customer experiences. This report includes a downloadable checklist that helps CX professionals...
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Report Build An Outside-In Contact Center Road Map
Road Map: The Contact Centers For Customer Service Playbook
August 7, 2018 | Art SchoellerIn most industries, a large percentage of customer contacts need support from contact center agents. Developing a solid contact center road map in the context of a broader customer experience (CX)...
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Report Embrace Continuous Improvement To Power Customer Service Operations
Continuous Improvement: The Contact Centers For Customer Service Playbook
Companies struggle to deliver effective, personal customer service that meets customer expectations and doesn't break the bank. Application development and delivery (AD&D) pros can improve customer...
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Report Mastering The Art Of Omnichannel Retailing
Executive Overview: The Omnichannel Commerce Playbook
August 3, 2018 | Brendan WitcherDigital business leaders know that many customers today use a variety of digital and physical touchpoints as they move along the path to purchase. This complexity creates challenges for retailers...
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Report Best Practices In Australian Mobile Banking Functionality
CommBank And Westpac Charge Ahead With Impressive Functionality
August 2, 2018 | Zhi Ying NgMobile apps are the touchpoint of choice for millions of Australians to do their banking and manage their finances. With expectations rising, digital banking teams know that they need to improve...
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Report How US Consumers Research And Buy Checking Accounts, 2018
Family And Friends Strongly Influence Decisions, And Branches Still Dominate The Application Process
August 2, 2018 | Alyson ClarkeChecking accounts are one of the top-selling financial products in the US. But more importantly, checking accounts are central to a customer's relationship with their primary bank. To help digital...
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Report Plan Customer-Centric Enterprise Marketing Technology Requirements
Assessment: The Enterprise Marketing Technology Playbook
Delivering contextual customer experiences requires a significant investment in enterprise marketing technologies. B2C marketing professionals tasked with defining enterprise marketing technology...
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Report The AI Revolution In CX Measurement
12 AI Use Cases That Can Improve How CX Pros Track CX And Drive CX Action — And What CX Pros Must Do Now To Prepare
August 1, 2018 | Maxie Schmidt-SubramanianAI technologies have the potential to make customer experience (CX) measurement programs more effective and efficient. CX professionals who don't pay attention to the current AI revolution will be...
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Report The 3D Connected Consumer
The Combination Of Devices, Platforms, And Channels Redefines How Connected Consumers Are
Historically, internet speed and device type have defined how connected consumers are. This representation is too simplistic today. Three dimensions — devices, platforms, and channels — now define...
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Report Now Tech: Digital Process Automation Service Providers, Q3 2018
Forrester's Overview Of 18 Digital Process Automation Service Providers
July 31, 2018 | Rob KoplowitzDigital process automation (DPA) service providers help clients to drive process automation in support of digital transformation. But to access these benefits, application development and delivery...
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Report CX Strategy Essentials
Create An Actionable CX Strategy That Helps Achieve Business Goals
July 30, 2018 | Ryan HartTalk to 10 different customer experience (CX) professionals and you may get 10 different definitions of a CX strategy. While a CX strategy may take various forms and serve a variety of purposes,...
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Report Design Your Contact Center To Be Customer-Centric
Strategic Plan: The Contact Centers For Customer Service Playbook
July 30, 2018 | Art SchoellerAs enterprises strive to offer better customer experience (CX), they must incorporate organizational and operational change into contact center architectural design. Companies must establish...
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Report How Journey Maps Improve CX Measurement Efforts
Follow A Four-Step Process To Define The Right CX Metrics
July 27, 2018 | Maxie Schmidt-SubramanianEven some well-established customer experience (CX) measurement programs aren't able to measure the health of end-to-end experiences that cross touchpoints as customers pursue a goal. Customer...
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Report Case Study: How To Transform Advertising Practices To Better Connect With Consumers
Road Map: The Omnichannel Advertising Playbook
A truly omnichannel advertising strategy requires planning, buying, and optimizing practices that are based on data and supported by technology and partnerships to maximize the customer experience...
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Report Create An Omnichannel Advertising Strategy Centered On Customer Experience
Executive Overview: The Omnichannel Advertising Playbook
B2C marketers need to embrace omnichannel advertising strategies to orchestrate connected experiences that drive better results. How? By adopting a customer-obsessed planning and buying strategy...
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Report Five Practices To Succeed With Your Retail eCommerce Strategy
Processes: The Retail eCommerce Playbook
July 25, 2018 | Sucharita KodaliRetail eCommerce has over two decades of experience under its belt, so digital retail businesses at all maturity stages have a fairly established set of best practices to follow. This report helps...
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Report Accelerate Digital Transformation By Improving Employee Engagement
To ensure the success of your firm's digital transformation initiatives, don't overlook a key success factor: engaged employees. Firms everywhere are rushing to improve the customer experience (CX)...