customer concern

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Published By: 8x8 Inc.     Published Date: Feb 13, 2017
The migration of contact centers from on-premises to the cloud is well underway and dramatically changing how companies deliver customer experience. That’s the conclusion of this 2016 survey by 8x8 and the Contact Center Network Group (CCNG) of 154 contact center professionals in the U.S. and UK. The November 2016 survey results uncover a range of trends and opportunities that highlight the importance of analytics, the increase in remote working, and the integration of more non-voice channels into the contact center. Download this complimentary report to learn: Major business drivers that are leading contact centers to cloud Surprising top method for measuring and improving agent performance Concerns and obstacles around moving to the cloud Increased prevalence of remote working and key challenges reported The most popular non-voice channels contact center managers would like to incorporate
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cloud contact center, ccng, analytics. remote working, non-voice channels
    
8x8 Inc.
Published By: Actiance, Inc.     Published Date: Jan 15, 2015
Social Media Risks and Benefits for the Pharmaceuticals Industry Drug makers are just beginning to realize how social networks can improve business processes. Social media helps your organization share information and exchange ideas with your customers quickly, but doing so can involve considerable risk. That’s because social media is subject to the scrutiny of regulators, legislators, and litigators. So, what seems like a spoon full of sugar is often a tough pill to swallow when you consider regulatory requirements from agencies like the FDA. On top of that, increasing litigation has made it a business requirement to consider solutions that help bring down skyrocketing legal costs. Not having technology in place to help manage these requirements and increasing risks, or doing so without careful planning, can be a costly mistake. Read this paper to gain an understanding of: What the regulatory landscape of the pharmaceuticals industry looks like What concerns you should be aware of f
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social media, increased risks, business processes, regulatory requirements, it management
    
Actiance, Inc.
Published By: Adobe     Published Date: Aug 22, 2013
Web Content Management is becoming the focal point for companies who wish to deliver a truly seamless multichannel customer experience. The strategic importance of WCM is increasingly referenced in analysts' reports such as Forrester, which stress the importance for companies to move beyond using a CMS as a means to simply manage content and strategically utilise it to create digital experiences. With that said, it is concerning that just 38% of this survey's respondents agree that their CMS facilitates a 'brand enhancing digital presence.' Download this report to learn more.
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content management, customer experience management, web content management
    
Adobe
Published By: Avaya     Published Date: Dec 18, 2013
By now, we’re all aware of what a powerful force social media can be for a business — be it positive or negative. But how should your business address what’s happening in social media? Avaya believes you should do it in same way you take on other customer concerns — with your contact center.
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avaya, social media, contact center, customer service, customer concern, cem, customer experience management, software development, it management, data center
    
Avaya
Published By: CA Technologies     Published Date: Jan 14, 2015
Whether you were at the forefront of the mobility era or are just now catching up—or, most likely, somewhere in between—you’ve already experienced first-hand the business impact of ubiquitous smartphones and tablets. From employees to customers, mobile devices spawned an explosion in new applications, data, support needs, security concerns, and other issues. They’ve reset expectations for organizational speed and flexibility. They’ve dramatically increased the surface area for potential security attacks. All this, and the mobile era is still just in its infancy.
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mobile busienss, smartphones, tablets, applications, data, support needs, security attacks, organizational speed
    
CA Technologies
Published By: CA Technologies     Published Date: Aug 22, 2017
Today, digital is everywhere—cloud, mobile, social and the Internet of Things are changing the way we all work and play. This rapidly evolving digital world is also redefining the relationship between your business and your customers, who now expect a convenient, interactive experience from their preferred brands. Security is also a concern. Risk is rising, as both the enterprise and its customers exchange a growing amount of sensitive data.
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CA Technologies
Published By: CA Technologies     Published Date: Sep 25, 2017
This rapidly evolving digital world is also redefining the relationship between your business and your customers, who now expect a convenient, interactive experience from their preferred brands. Security is also a concern. Risk is rising, as both the enterprise and its customers exchange a growing amount of sensitive data.
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integration, developers, open enterprise, api, business, ca technologies
    
CA Technologies
Published By: CA Technologies EMEA     Published Date: May 23, 2018
Today, digital is everywhere—cloud, mobile, social and the Internet of Things are changing the way we all work and play. This rapidly evolving digital world is also redefining the relationship between your business and your customers, who now expect a convenient, interactive experience from their preferred brands. Security is also a concern. Risk is rising, as both the enterprise and its customers exchange a growing amount of sensitive data. This transformation is also amplifying competition. As analyst Mark Raskino notes, “As a consequence, all players rebuilt their strategies around the same time, and all have awakened to the power of digital business at the same time. Contention is therefore inevitable.” To find out more download this whitepaper today!
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CA Technologies EMEA
Published By: Cisco EMEA     Published Date: Mar 26, 2019
Most organizations have invested, and continue to invest, in people, processes, technology, and policies to meet customer privacy requirements and avoid significant fines and other penalties. In addition, data breaches continue to expose the personal information of millions of people, and organizations are concerned about the products they buy, services they use, people they employ, and with whom they partner and do business with generally. As a result, customers are asking more questions during the buying cycle about how their data is captured, used, transferred, shared, stored, and destroyed. In last year’s study (Cisco 2018 Privacy Maturity Benchmark Study), Cisco introduced data and insights regarding how these privacy concerns were negatively impacting the buying cycle and timelines. This year’s research updates those findings and explores the benefits associated with privacy investment. Cisco’s Data Privacy Benchmark Study utilizes data from Cisco’s Annual Cybersecurity Benchma
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Cisco EMEA
Published By: CrowdTwist     Published Date: Jul 25, 2018
Over the last decade customer-brand relationships have become more and more digitized. Companies have enjoyed access to new technologies, new capabilities, and greater access to customer data. In turn, consumers have become better informed and able to connect with brands with greater flexibility and convenience. However, concerns around mismanagement of customer data, the proliferation of fake news, high profile retailer database breaches, and the Cambridge Analytica scandal has contributed to an erosion of trust between consumers and brands and demands for data privacy. What can brands do to overcome consumer skepticism? What keeps a customer coming back in 2018? And what can brands do to demonstrate relevancy and provide value?
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customer, branding, relationships, consumer, database
    
CrowdTwist
Published By: Dell EMC     Published Date: May 23, 2017
Digital information has quickly become the lifeblood of business success, enabling firms to become more operationally efficient and to better serve their customers. As companies seek to harness their data in new ways, the infrastructure that houses that data can falter under the strain. In response, new innovations have emerged to help address the concerns of managing and protecting these increasingly important data capacities. While some vendors focus innovation development on software alone and allow the hardware to remain commodity, Dell Technologies is delivering some impressive hardware innovation with Isilon’s next generation hardware to complement its software’s disruptive capabilities.
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Dell EMC
Published By: Dell EMC     Published Date: Aug 22, 2017
Digital information has quickly become the lifeblood of business success, enabling firms to become more operationally efficient and to better serve their customers. As companies seek to harness their data in new ways, the infrastructure that houses that data can falter under the strain. In response, new innovations have emerged to help address the concerns of managing and protecting these increasingly important data capacities. While some vendors focus innovation development on software alone and allow the hardware to remain commodity, Dell Technologies is delivering some impressive hardware innovation with Isilon’s next generation hardware to complement its software’s disruptive capabilities.
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Dell EMC
Published By: Dell Storage     Published Date: Aug 14, 2012
Engagement with customers online has evolved from novelty to necessity, with an estimated $202 billion spent in 2011 and projected 10% growth to $327 billion in 2016, according to Forrester Research. Businesses are maneuvering to connect with the growing pool of online customers, but the move to eCommerce brings new security risks with the exchange of sensitive consumer information, including cardholder data and personally identifiable information that can enable identity theft. At stake is reputation of brand, ongoing access to merchant credit lines, and substantial penalties and remediation in the event of a breach. This white paper elucidates the aspects of PCI DSS (Payment Card Industry Data Security Standards) compliance that must be considered when choosing a secure environment for servers involved in eCommerce. Whether deciding to outsource or keep data hosting in-house, any company collecting, storing or transmitting customer cardholder data needs to be compliant, and this document helps pinpoint the specific concerns and standards a company should be aware of when choosing how to keep their data secure. Understanding requirements and best practices for security policies and procedures, physical safeguards, and security technologies is essential to establishing cardholder data security and meeting QSA and SAQ audit requirements.
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pci, compliant, data, centers, engagement, connect, ecommerce, compliance, complaint, data, breach, remediation, dss, payment, card, industry, data, security, standards, qsa
    
Dell Storage
Published By: Digital Realty     Published Date: Feb 25, 2015
Having local expertise on each side of the water helped to address the customer’s concerns and data center requirements at each level of its decision making process. How do you go about finding the right provider for your business?
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data center, digital realty, it management
    
Digital Realty
Published By: Druva     Published Date: Oct 02, 2017
There is increasing urgency for organizations today to comply with regional data protection regulations or face potential financial and legal repercussions, and customer backlash. This awareness is heightened by recent headlines related to data breaches, rising risks of BYOD, and other privacy lapses that have bottom line and reputational consequences. Learn how to prepare for this new world of data privacy with actionable advice for senior IT leaders addressing data privacy concerns in their organizations. This paper covers key issues to consider when it comes to protecting corporate and employee data privacy, including: Sectorial regulations, including HIPAA and FINRA Evolving Data Protection Acts in EU countries with a strong focus on citizen privacy, data residency requirements, and concerns over data production BYOD policies blurring the lines between personal and business data Internal controls for safeguarding PII & PHI
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data breaches, data privacy, hipaa, finra, byod, pii, phi
    
Druva
Published By: Dun & Bradstreet     Published Date: Oct 21, 2016
Companies are looking to their CFOs for strong leadership in developing corporate strategies and achieving growth. CFOs can meet these rising expectations by leveraging their knowledge of corporate data to extract valuable insights about customers, suppliers, partners and other stakeholders. Supported by analytics, CFOs can help their companies create a global, unified and clear view of their many relationships with customers and others to guide intelligent risk-taking and thoughtful investment—both necessary catalysts for growth. This capability will also enable the company, particularly its sales and marketing functions, to move faster and adapt more quickly to changing conditions. The 21st-century CFO is not only concerned with controlling costs and minimizing risk, but also with maximizing opportunities and generating growth. The right foundational technologies and organizational processes for data-driven decision making can help them achieve all of these strategic goals.
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Dun & Bradstreet
Published By: Elementool Inc.     Published Date: Jan 28, 2008
Here’s a test: Can you list all the issues your software team is working on now? Can you sort them by severity, priority, features affected, and other criteria such as whether the issue is a bug, customer request, or product enhancement? Can you show the histories of all related comments and actions? Can you distribute this information easily to concerned individuals — showing only the information relevant to them?
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bug tracking, project management, software development, effective management process, defect tracking, software testing, quality assurance, quality control, elementool
    
Elementool Inc.
Published By: FICO     Published Date: Dec 04, 2017
Whether you’re onboarding new customers, cross- or up-selling, getting your supply chain or logistics right, or even collecting unpaid debt, making the best choice of decisions means weighing not just what’s right for your department – but what is best for the business overall. Not to mention what is optimal for your customers and partners. And let’s face it, even with the availability of business intelligence and other analytic tools, it’s hard to know what constitutes the right actions to take in an era where Big Data consistently throws you curveballs. Prescriptive Analytics can help – but for most organizations, there are more questions and concerns than answers about how to implement it successfully. Read our white paper on how Prescriptive Analytics can transform your business decisions and actions – leveraging your existing analytics investment and organizational DNA while helping you drive transparency, customer experience, and profits
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business, results, optimal, customer, experience, tools, analytics, big data
    
FICO
Published By: Genesys     Published Date: Jul 27, 2016
Customer service has been, and will continue to be, a central concern for most companies. Designing and delivering a positive customer experience relies heavily on the framework and capabilities of your call center or contact center, specifically the ability to support omnichannel interactions. The IDC MarketScape examines 12 key players in the worldwide contact center infrastructure and software (CCIS) market, analyzing their current capabilities as well as longer term strategies that impact their ability to service customers and gain market share going forward.
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genesys, omnichannel, contact center, customer experience, metrics, enterprise applications
    
Genesys
Published By: Gleanster Research     Published Date: Aug 30, 2013
Delivering a more personalized and engaging customer experience across digital channels is a critical concern for Top Performing organizations. Why? Because Top Performers are 7 times more likely than Everyone Else to recognize the online customer experience as a top three source of competitive advantage.
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Gleanster Research
Published By: IBM     Published Date: Feb 14, 2014
"Welcome to the age of Social CRM, a different way of thinking about customer relationship management that focuses on using social media to enhance customer engagement. How prepared are companies to make this shift? Despite widespread adoption of social media, for most, Social CRM is still in its early stages, execution is patchy and concerns about ROI remain. To fully exploit the power of social media to connect with customers, organizations need to move beyond isolated projects to integrated programs and, ultimately, a Social CRM strategy."
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ibm, marketing, social media, crm, social crm, customer service, customer interaction, customer relationship, marketing management, marketing strategy
    
IBM
Published By: IBM     Published Date: Oct 13, 2015
The term “Proactive Customer Care” has been used by many vendors and Communications Service Providers (CSPs) for several years in the telecoms industry. It has generally come to mean “Understand the reason for a customer’s concern, or potential issues, with their service before the customer takes direct action.”
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ibm, active management, customer experience, proactive customer care, csp, communications service providers, telecom, knowledge management, business technology
    
IBM
Published By: IBM     Published Date: Jun 25, 2018
Recognizing the shift to a subscription business model required real-time customer support, Autodesk turned to IBM technology to enhance its customer experience. Using Watson Assistant, Autodesk developed a virtual agent to interact with customers, applying natural language processing (NLP) and deep learning techniques to recognize and extract the intent, context and meaning behind inquiries. Quickly resolving easy customer concerns, Watson Assistant is supporting 100,000 conversations per month, with response times 99% faster than before and leading to a 10-point increase in customer satisfaction levels for Autodesk. Find out how Watson Assistant can accelerate your customer support experience. Click here to find out more about how embedding IBM technologies can accelerate your solutions’ time to market.
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IBM
Published By: Infosys     Published Date: May 30, 2018
Customers today are far more concerned about the contents and origin of a product than ever before. in such a scenario, granting them easy access to product information, via digital initiatives such as SmartLabel™, goes a long way in strengthening customer trust in a brand. But it also means expending several man-hours of effort processing unstructured data, with the possibility of human error. Intelligent automation can help save effort and time, with virtually error-free results. A consumer products conglomerate wanted a smart solution to implement SmartLabel™ compliance. See how Infosys helped and the five key takeaways from the project.
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automation, brand, information, digital, customer
    
Infosys
Published By: Infosys     Published Date: Jun 12, 2018
Customers today are far more concerned about the contents and origin of a product than ever before. in such a scenario, granting them easy access to product information, via digital initiatives such as SmartLabel™, goes a long way in strengthening customer trust in a brand. But it also means expending several man-hours of effort processing unstructured data, with the possibility of human error. Intelligent automation can help save effort and time, with virtually error-free results. A consumer products conglomerate wanted a smart solution to implement SmartLabel™ compliance. See how Infosys helped and the five key takeaways from the project.
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automation, brand, information, digital, customer
    
Infosys
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