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Forrester’s Top 10 Customer Service Trends for 2016: The Future of Customer Service
This report summarizes the top trends in customer service that affect companies’ ability to deliver effective customer service, deliver real value through service, and forge an emotional bond with customers.
ICMI Report: Uncover the Hidden Profits in Your Contact Center
This whitepaper provides actionable insights on how to effectively deliver value in four key areas and highlights where the opportunities for an organization to profit are hiding. Our findings uncovered key contributing factors as to why today’s contact center struggles to identify, demonstrate, and defend their strategic value, return on investment and overall benefit to the organization.
Case Studies: The Road to Friction-Less Customer Experience
On the surface, business seems like nothing more than a series of transactions. But underneath business is about relationships—with vendors, employees, and most importantly, with customers. Smart, innovative companies know this and are moving to put customer relationships at the center of their business strategy.
Finding Eureka: The New Science of Online Testing
Marketers shouldn’t work in the dark. The science of online testing shines a light on your marketing, showing you what to optimize throughout the entire customer journey. The new Adobe guide, Finding Eureka, shows you how.
On Love and Data
Winning over a customer is no small victory. But the steps to develop the relationship are often a mystery. Today, with algorithmic attribution capabilities found in Adobe Analytics, it’s easy to understand your customer’s marketing “love language.” Read On Love and Data to learn how to show your customers why they don’t need to fear commitment.
IT and Marketing: Finding Harmony in the Yin and Yang of the Digital World
As technology advances, customer expectations increase exponentially. The most recent positive experience they’ve had becomes their new baseline — and they expect every experience afterwards to be at least that good. Now, more than ever, companies must deliver the best experiences possible on every device and channel.
Four Advantages of a Planned Approach to Digital Maturity
The new era in digital marketing requires knowledge, process and maturity. Over the past 6 years, we’ve surveyed companies around the world to understand their key marketing strategies and tactics. We’re sharing the latest findings in the 2015 Digital Marketing Survey Results report.
Demonstrating Impact: Pedal to the Metal
If your company is a car, data can change it from a sedan to a Porsche. Data-driven marketing helps you predict what your customers want and deliver it faster and better. Pedal to the Metal, outlines five ways data-driven marketing can transform your business into a machine that can leave your competition in the dust.
