digital customer service

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By: Amazon Web Services     Published Date: Aug 15, 2018
Earning and keeping your customer’s trust is one key to long-term success. In today’s digital world, your customers expect product and service innovations at an increasingly rapid pace. At the same time, customer privacy and data security are under close scrutiny. These trends help to explain why organizations are migrating to Amazon Web Services (AWS): to benefit from the agility, scalability, and security that it offers. AWS has always put cloud security first. This security-centric approach not only helps you more effectively protect your data on AWS, but can also help you meet security and compliance standards.
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     Amazon Web Services
By: Hewlett Packard Enterprise     Published Date: May 11, 2018
Digital transformation (DX) is a must for midsize firms (those with 100 to 999 employees) to thrive in the digital economy. DX enables firms to increase competitive advantage through initiatives such as automating business processes, creating greater operational efficiencies, building deeper customer relationships, and creating new revenue streams based on technology-enabled products and services. DX is a journey, and it starts with firms embracing an IT-centric vision that guides a data-driven, analytics-first strategy. The outcome of DX initiatives depends on the ability of a firm to efficiently leverage people (talent), process, platforms, and governance to meet the firm’s business objectives.
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     Hewlett Packard Enterprise
By: Cisco     Published Date: Jul 08, 2016
Disruptors now harness the power of digital to create new sources of value that reduce costs, improve the customer experience, and scale their offerings. Digital disruptors also enjoy a decided innovation advantage over established companies: they are better able to identify new opportunities, and move faster to take advantage of them. In this intensely competitive environment, startups and agile firms are overturning incumbents with digital business models, products, and services.
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     Cisco
By: Pega     Published Date: May 25, 2016
Customer service is the cornerstone of a great customer experience. However, in today’s digital consumer age, organizations no longer decide how customer-centric their companies are, the customers do. According to the “The Forrester Wave™: Customer Service Solutions For Enterprise, Q4 2015” report, customer service technology investments are one of the top five most focused on investments that companies made in 2015. Why? Because good customer service boosts long-term loyalty. This report identifies the 11 most significant customer service solutions with Pegasystems ranking as a leader. Download this Forrester Wave report and get detailed findings on how well each vendor fulfills Forrester’s criteria and where they stand in relation to other vendor solutions in order to help customer service professionals select the right partner for their customer service initiatives.
Tags : best practices, customer service, forrester, wave report, technology, quality of service, productivity, service management
     Pega
By: Adobe     Published Date: Apr 23, 2018
2017 Trends in Financial Services and Insurance: Customer is Priority The FSI sector is progressing with a digital, data-driven, marketing mentality, all centered around prioritizing customer experience and taking a more personal approach. The 2017 Digital Trends in Financial Services and Insurance compiles the information shared by over 800 FSI respondents to see what opportunities and obstacles are shaping the future of FSI. Read this report and find out: How data and personalization drive digital transformation How fintech is leading the FSI chase Tips to help future-proof your FSI business
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     Adobe
By: Adobe     Published Date: Apr 23, 2018
Adobe article that condenses/highlights key findings from the Econsultancy Digital Marketing in the Financial Services and Insurance Sector 2017 Study, an in-depth, 5000+ word report covering FSI executives’ opinions on: – General trends in retail banking, investment banking, and insurance – Internal structures their companies are using to execute digital transformation – The biggest threats/disruptions in the industry – The biggest priorities in 2017 (leaders are focusing on both customer retention and customer acquisition, mainstream is focusing just on customer retention) – Main sources of sales and leads (digital + mobile are steadily increasing sources) – Digital marketing budgets & investment areas (leaders are investing more in digital marketing automation and analytics) – Use of the cloud and AI to automate analysis and marketing – The importance of multichannel personalization – Innovation in the types/formats of products/services provided (leaders are focusing on i
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     Adobe
By: Infosys     Published Date: May 30, 2018
The digital world has made it possible for enterprises to reach, and deliver services to customers near and far through mobile applications. However, regular and rapid rollout of features and new versions across geographies and different operating systems call for flawless applications and mobile app testing capabilities. A chemical giant wanted to deliver agriculture data and services to their farmer clients across geographies through their mobile applications. See how Infosys helped and the five key takeaways from the project.
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     Infosys
By: Dell EMC     Published Date: Feb 07, 2018
Digital transformation is the process of creating value, growth, and competitive advantage through new offerings, business models, and business relationships that are data centric and data driven. It’s about changing the way that business gets done. This transformation also places IT at the forefront when making strategic business decisions related to redefining business processes and operational efficiencies, shifting work and employee productivity, changing customer relationships, increasing buyer loyalty, and transforming product and service revenue streams. IDC believes that IT organizations must assume a critical role in the forthcoming digital reinvention by assuming the position of being a critical business innovation platform. Intel Inside®. Powerful Productivity Outside. Intel logo are trademarks of Intel Corporation or its subsidiaries in the U.S. and/or other countries.
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     Dell EMC
By: Adobe     Published Date: Aug 22, 2013
Online video plays a critical role in today's digital marketing strategies for engaging with consumers. With a majority of U.S. web users regularly watching video, the potential for online video is clear: It can effectively drive clicks and conversions, turning casual consumers into loyal customers. Conversion is one of the most powerful and easily measurable benefits of video. A well-placed video supporting complex products and services can create up to a 90% conversion uplift.
Tags : online video, online video marketing, digital marketing strategies, video marketing
     Adobe
By: Pega     Published Date: Apr 04, 2016
In today’s “always on” digital world every point of engagement with a customer—from a service call to a marketing email—is a critical moment for retail banks where the customer relationship is put to the test over and over again. And while in most cases banks are delivering satisfactory customer service to their clients, they are missing key opportunities to provide deeper personalization. With nearly one in four consumers saying they would start looking for a new bank if they received poor customer service, banks need to evolve with their customers and always be looking at innovative ways to communicate and service them more efficiently. Download this research study and get a deeper understanding of the challenges facing today’s banks and the technology solutions they must embrace to keep pace with consumer demands.
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     Pega
By: Pega     Published Date: Dec 16, 2015
Customer service is the cornerstone of a great customer experience. However, in today’s digital consumer age, organizations no longer decide how customer-centric their companies are, the customers do. According to the “The Forrester Wave™: Customer Service Solutions For Enterprise, Q4 2015” report, customer service technology investments are one of the top five most focused on investments that companies made in 2015. Why? Because good customer service boosts long-term loyalty. This report identifies the 11 most significant customer service solutions with Pegasystems ranking as a leader.
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     Pega
By: Akamai Technologies     Published Date: Dec 07, 2016
Many industry experts advise financial services institutions (FSIs) to embrace digital transformation. At the heart of that mandate is the need to satisfy rising customer expectations for fast, secure, always-on services delivered seamlessly across all channels and devices. While it’s important to harness the digital technologies today’s customers turn to — especially when it comes to engaging the millennial generation — FSIs need to optimize web and mobile performance to deliver exceptional end-user experiences. Here are eight considerations. Get started on your journey – download the whitepaper today
Tags : online banking service, online banking services, online banking application, online banking applications, online banking app, online banking apps, financial services it, online banking solutions, digital transformation, digital disruption, infrastructure, cloud security, ddos, security breaches, web application security, cyber threats, cyber security, cloud applications
     Akamai Technologies
By: Pega     Published Date: May 24, 2016
The digital service revolution is well underway. For communications service providers (CSPs), it means going beyond traditional voice and data and upgrading their entire digital communications infrastructure. Research shows enterprise-class organizations are allocating heavy dollars towards communications solutions and prefer a single provider for digital services. This is a massive opportunity for CSPs to expand their services, generate more revenue, grow profit and increase market share. However, the majority of enterprises reported not receiving a consistently excellent experience with their most recent service contract. As a result, many switch to new providers. CSPs are losing credibility and the loyalty of their customers because of legacy and traditional systems that constrain their ability to act quickly. Enterprises are looking for CSPs who understand their complex business and can offer a full portfolio of digital services with quality and creativity to meet their needs.
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     Pega
By: Pega     Published Date: May 24, 2016
In today’s “always on” digital world every point of engagement with a customer—from a service call to a marketing email—is a critical moment for retail banks where the customer relationship is put to the test over and over again. And while in most cases banks are delivering satisfactory customer service to their clients, they are missing key opportunities to provide deeper personalization. With nearly one in four consumers saying they would start looking for a new bank if they received poor customer service, banks need to evolve with their customers and always be looking at innovative ways to communicate and service them more efficiently. Download this research study and get a deeper understanding of the challenges facing today’s banks and the technology solutions they must embrace to keep pace with consumer demands.
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     Pega
By: Limelight     Published Date: Feb 16, 2018
People today expect to have a compelling, interactive, and engaging digital experience. Few companies can exist without a website. In a lot of cases, the Internet is the main stream for their customers to gather information, and the performance of their website directly affects their business. So, what measures can companies take to prevent site delays and improve performance? This white paper will explain the mechanism of a CDN and points to consider when selecting a CDN service.
Tags : content delivery network, cdn, digital content delivery, mobile delivery, global content delivery, live streaming, video on demand, video delivery, website performance, website acceleration, digital rights management, drm
     Limelight
By: Microsoft     Published Date: Mar 23, 2018
Expectations for Customer Service continue to rise around the globe. Customers expect more from brands when it comes to convenience, resolution times, and agent expertise. Evolving customer preferences are tightly linked to innovations in digital technology, and brands must embrace both in order to keep pace with heightened expectations. The good news is that brands that can deliver on expectations are rewarded with higher rates of customer retention and loyalty. The Microsoft 2017 State of Global Customer Service survey polled 5,000 people from Brazil, Germany, Japan, the United Kingdom and the United States. We continue to find commonalities along with distinct differences between locals. And though people in all age groups are embracing new digital trends, millennials especially are shaping the way brands need to think about the future of customer service engagement.
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     Microsoft
By: Microsoft     Published Date: Oct 12, 2017
Customers expect more from brands when it comes to convenience, resolution times, and agent expertise. Evolving customer preferences are tightly linked to innovations in digital technology, and brands must embrace both in order to keep pace with heightened expectations. The good news is that brands that can deliver on expectations are rewarded with higher rates of customer retention and loyalty. The Microsoft 2017 State of Global Customer Service survey polled 5,000 people from Brazil, Germany, Japan, the United Kingdom and the United States. We continue to find commonalities along with distinct differences between locals. And though people in all age groups are embracing new digital trends, millennials especially are shaping the way brands need to think about the future of customer service engagement.
Tags : customer service, customer loyalty, digital trends, multiple channels, microsoft
     Microsoft
By: Juniper APAC DWA Cloud Leads July 2017     Published Date: Aug 10, 2017
The digital economy is transforming the financial services sector. The pace of innovation is accelerating, customers have higher expectations than ever, and new competitors are emerging from nontraditional markets. At the same time, financial services has long been a favorite target of cyber attackers, and despite firms’ best efforts, cybersecurity threats are rising and attacks are more successful than ever. Financial services firms need a more effective, adaptable approach to detecting and stopping cyberthreats.
Tags : account security, data management, network security, secure systems, application security, network performance, network diagnostics
     Juniper APAC DWA Cloud Leads July 2017
By: Dell     Published Date: Feb 02, 2018
Digital transformation is the process of creating value, growth, and competitive advantage through new offerings, business models, and business relationships that are data centric and data driven. It’s about changing the way that business gets done. This transformation also places IT at the forefront when making strategic business decisions related to redefining business processes and operational efficiencies, shifting work and employee productivity, changing customer relationships, increasing buyer loyalty, and transforming product and service revenue streams. IDC believes that IT organizations must assume a critical role in the forthcoming digital reinvention by assuming the position of being a critical business innovation platform.
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     Dell
By: CA Technologies     Published Date: Jun 04, 2015
Are dev and test constraints holding back your digital transformation? Today, just about all businesses are scrambling to add digital components to their products and services with the hopes of capturing—and maintaining—the interest of an increasingly demanding customer base. As you undergo this digital transformation, your IT teams face tremendous pressure to not only develop innovative new experiences, but do so at an accelerated rate—lest competitors beat you to market with the next big thing. Take a new approach to solving the familiar challenge of doing more with less—and doing it faster than ever before -- remove the constraints holding you back. At its core, Service Virtualization is all about removing constraints within the SDLC by simulating dependent systems, services and behaviors. In order to understand the true depth and breadth of this concept, however, it helps to see how Service Virtualization can be utilized in different development scenarios.
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     CA Technologies
By: Akamai Technologies     Published Date: Mar 15, 2016
Many industry experts advise automotive companies to embrace digital transformation. At the heart of that mandate is the need to satisfy rising customer expectations for fast, secure, always-on services delivered seamlessly across all channels and devices. Read the seven top considerations as you embrace digital transformation.
Tags : automotive, digital transformation, customer relations, best practices, industry optimization, customer interaction service, customer relationship management, customer satisfaction, business intelligence
     Akamai Technologies
By: Pegasystems     Published Date: May 02, 2016
The successful launch of an online portal has given telecommunications company Oi the confidence to pursue an ambitious digital transformation initiative
Tags : pegasystems, digital transformation, digitisation, customer service, customer engagement, online portal, mobile computing, smart phones, customer interaction service, collaborative commerce, corporate portals, customer experience management, service management
     Pegasystems
By: CA Technologies     Published Date: Aug 22, 2017
The world of computing is changing before our eyes. Industries that had a consistent and predictable business model for generations are being turned upside down. In the digital economy, a seamless customer experience is critical. Whether a retailer is exploring new innovative online selling strategies or a bank is determining how to anticipate customer needs for new services – a high performing and scalable IT ecosystem is key to success. At the end of the day, as an IT leader, you need to help your business anticipate opportunities, drive growth and proactively prevent threats to your company’s revenue.
Tags : proactively manage, remediate faster, improve productivity, collaborate efficiently, application performance, ca technologies
     CA Technologies
By: CyberSource EMEA     Published Date: May 04, 2018
Digital technology is creating change at a pace never seen before. Customers now expect speed, ease, choice and a personalised service. It makes customer experience key to success. And it sets merchants a challenge. To survive, and thrive, businesses need to stay agile in everything they do –including how they manage fraud. As the people who set the strategy that determines if an order is accepted or not, fraud teams have a pivotal role to play in improving customer experience and reducing risk. This makes fraud management more than a back-office utility. It’s a way to differentiate your business and achieve a competitive advantage. This is the question we put to three specialists from CyberSource – as well as Chris Monk from digital literacy agency Decoded. This report reflects their expert opinion, and explores: • The changing landscape for businesses. • The key challenges for fraud teams. • How to develop an agile fraud solution
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     CyberSource EMEA
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