Customer Experience Management White Papers

Customer experience management (CEM) is "the process of strategically managing a customer's entire experience with a product or a company". Relationship marketing, focuses on establishing and building a long term relationship between a company and a customer. There are several approaches that have been espoused including customer experience management, customer relationship management, loyalty programs, and database marketing.
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By: ForgeRock     Published Date: Mar 22, 2018

What the Internet of Things means for consumer privacy discusses the findings of an Economist Intelligence Unit (EIU) research programme, sponsored by ForgeRock, that explores the privacy concerns and priorities of global consumers stemming from the Internet of Things (IoT) and related technologies.

Tags : forgerock, consumer privacy, data security, iot, internet of things, internet security, consumer behavior, tracking data, security policies, web service security, business activity monitoring, customer interaction service, data protection, database security, collaborative commerce, customer experience management, secure content management, business technology
    
By: ASG Software Solutions     Published Date: May 12, 2010

For many organizations, managing and delivering the knowledge contained within documents is difficult or impossible due to technological disparity. Conventional approaches to knowledge management work within the constraints of disparate platforms, applications, and output devices, and fail to address technological disparity.

Tags : asg, cypress, managing delivery, knowledge management, document management, collaboration, collaborative commerce, contact management, content delivery, content integration, content management system, corporate portals, customer experience management, information management, intranets, messaging, records management, search and retrieval, search engines, secure content management
    
By: Attivio     Published Date: Apr 07, 2010

The wealth and volume of content and data, including new applications and data sources, cloud computing, SaaS, email, SharePoint and public content, have made information integration more important than ever.

Tags : attivio, unified information access, voc, voice of the customer, customer service, crm, customer interaction service, customer relationship management, customer satisfaction, customer experience management, information management
    
By: LogMeIn     Published Date: Mar 01, 2018

When you decide the time is right for your brand to join the bot revolution, you’ll know exactly which elements will help create a bot that your users will love to engage with.

Tags : logmein, boldchat, chatbot, user experience, customer experience, customer service, consumer data, customer interaction service, customer satisfaction, ebusiness, marketing automation, sales automation, data integration, customer experience management, information management, service management, business technology, social media, customer experience/engagement, business intelligence
    
By: MaritzCX     Published Date: Feb 02, 2018

This e-book presents results alongside an argument that action/behavior metrics are the best measures to help companies drive real action and lasting change. By downloading this eBook, you give MaritzCX and its partners permission to contact you for marketing and promotional purposes.

Tags : martizcx, customer service, customer intelligence, monitoring, best practices, business activity monitoring, call center management, customer interaction service, customer satisfaction, ebusiness, marketing automation, collaborative commerce, customer experience management, information management, business technology, social media, web analytics, customer experience/engagement, business intelligence, social media marketing
    
By: Radius     Published Date: Jul 24, 2017

We’ve seen Omnichannel Marketing in action across a wide range of companies and we’re convinced that marketing teams need to move to a customer-centric model. In this eBook, we’ll help you do exactly that.

Tags : radius, omnichannel, customer data, unified customer, b2b marketing, customer interaction service, customer relationship management, customer satisfaction, marketing automation, customer experience management, interactive marketing, customer experience/engagement, social media marketing, data management/analytics
    
By: Radius     Published Date: Jul 24, 2017

To help forward-thinkers find success with marketing and sales ops, we’ve developed a comprehensive framework that defines the pillars and core responsibilities of Revenue Ops and will encourage innovative companies to build a world-class Revenue Ops organization.

Tags : radius, sales op, marketing op, revenue growth, marketing operations, b2b marketing, revenue ops, best practices, customer satisfaction, marketing automation, sales automation, collaborative commerce, customer experience management, business technology, social media, content management systems, interactive marketing, crm solutions/software, market research, e-commerce solutions
    
By: Coupa Software Inc.     Published Date: May 30, 2017

Whether you’re looking to make your first eProcurement purchase or expanding technology usage across the full range of spend management process, the Forrester Wave: eProcurement Report identifies leading eProcurement solutions.

Tags : coupa, eprocurement, ecommerce, finance management, epayment, web service security, customer interaction service, customer service, ebusiness, customer experience management, spend management, financial management, business technology, technology, finance
    
By: HERE Technologies     Published Date: May 02, 2017

This Whitepaper reveals how location services deployed on-premises or in a hybrid cloud can address the needs of enterprises in multiple sectors, helping to improve customer experiences and protect valuable assets.

Tags : location services, cloud, cloud computing, hybrid cloud, customer experience, infrastructure, customer relationship management, customer experience management
    
By: Inc.     Published Date: Feb 20, 2017

Learn from five inspiring entrepreneurs as they share their experiences growing their companies. From selling coffee to coding to world travel, they blazed different paths. Now they offer real-world, everyday advice that can make a difference.

Tags : salesforce, small business, customer service, business growth, customer data, best practices, small business networks, business management, customer relationship management, ebusiness, contact management, customer experience management, information management, records management, business technology, content management systems, crm solutions/software, sales
    
By: Oracle     Published Date: Jan 09, 2017

This report explores how millennials want to use technology.

Tags : hospitality, hotels, customer experience, hotel management, business management, customer relationship management, customer satisfaction, customer experience management
    
By: Oracle     Published Date: Jan 09, 2017

Udostepniajac wnioski z badan restauratorom z calego swiata, dzial Oracle Hospitality dazy do wykazania, ze zarzadzanie kadrami i zaopatrzeniem oraz zapobieganie stratom sa globalnymi wyzwaniami, które mozna pokonac poprzez uczynienie technologii kontroli kosztów fundamentem dzialalnosci.

Tags : hospitality, hotels, hotel management, millennials, customer experience, mobility, mobile computing, mobile data systems, business management, customer experience management
    
By: Oracle     Published Date: Jan 09, 2017

The ubiquitous nature of mobile devices can seemingly diminish their value, making them a commodity to be taken for granted. But their true power hasn’t begun to be tapped — especially by hoteliers.

Tags : mobility, mobile devices, hospitality, hotels, customer experience, customer relationship, smart phones, customer relationship management, customer satisfaction, customer experience management
    
By: Microsoft     Published Date: Jan 05, 2017

Customer engagement requires an organization-wide commitment to creating meaningful connections, building relationships, and nurturing those relationships to establish trust and keep your brand top-of-mind.

Tags : microsoft, customer service, customer engagement, digital sales, lead nurturing, customer interaction service, customer relationship management, customer satisfaction, ebusiness, sales automation, customer experience management, business technology, customer experience/engagement, e-commerce solutions, sales
    
By: IBM     Published Date: Nov 15, 2016

IBM Commissioned Forrester Consulting to discover how developers and marketers are working together to provide customers exceptional digital experiences reliably, quickly and seamlessly. The study found that while the mandate to collaborate has been heard, there is still work to be done to move to the next level and put in place technology, processes and culture to create digital customer experience in real time.

Tags : ibm, watson, commerce, watson content hub, digital experience, customer experience, enterprise applications, customer experience management, business technology
    
By: Dun & Bradstreet     Published Date: Oct 26, 2016

After skimming through the pages of this book, you’ll learn exactly what programmatic is, why you need it, how it works, and why there’s no looking back when planning you’re next great ad campaign.

Tags : programmatic, digital advertising, audience data, adtech buying, marketing automation, sales automation, business intelligence, collaborative commerce, customer experience management, business technology, marketing, technology, interactive/pr agencies, web analytics, customer experience/engagement, social media marketing, sales
    
By: Dun & Bradstreet     Published Date: Oct 24, 2016

We hope this insight into how your colleagues and peers use programmatic helps you make better decisions about your own future advertising methods.

Tags : programmatic, digital advertising, b2b marketing, marketing data, marketing automation, customer experience management, marketing, social media, web analytics, business intelligence, social media marketing
    
By: Dun & Bradstreet     Published Date: Oct 24, 2016

Anyone who attempts personalized B2B marketing is pestered by a niggling problem. It requires us to get everything “right,” but what’s “right” is relative to the individual business buyer in question.

Tags : digital marketing, b2b marketing, programmatic, customer data, marketing intelligence, customer interaction service, customer satisfaction, marketing automation, customer experience management, messaging, social media, interactive marketing, customer experience/engagement, market research, mobile marketing, social media marketing, big data
    
By: JBoss Developer     Published Date: Oct 21, 2016

Digital transformation (DX) is the continuous process by which enterprises adapt to or drive disruptive change by leveraging digital competencies, such as harnessing sensor data or using location, customer profile, and a mobile app to make shopping recommendations. DX reshapes the organization's culture where required; leverages existing processes, systems, and assets; and creates net-new digital capabilities as needed. With DX, there is the need to embrace new business models and new architectures and technologies that will help an enterprise with customer-facing innovation as well as transition existing systems, processes, organization structure, and relationships to support the transformation.

Tags : api, market intelligence, advisory services, digital transformation, data, business intelligence, customer experience management, information management
    
By: Adobe     Published Date: Oct 05, 2016

Of course customers want great content, but understanding what defines great isn’t so easy. Adobe surveyed 12,000 customers worldwide about their content cravings and learned what it takes to make content irresistible.

Tags : content, content management, customer experience, customer interaction, customer interaction service, customer relationship management, customer satisfaction, customer experience management, crm solutions/software, customer experience/engagement
    
By: IBM     Published Date: Aug 25, 2016

Today’s leading enterprises are undergoing a digital transformation. They are diving into the API economy, in which businesses provide services—and the services of partners—when and where customers want them.

Tags : ibm, api, microservices, information management, saas, customer service, application integration, business activity monitoring, business management, customer interaction service, customer experience management, project management, service management, data warehousing, big data
    
By: LogMeIn     Published Date: Aug 24, 2016

Just how effective is mobile engagement when it comes to customer communication? Our friends at Vanson Bourne asked 8,000 mobile consumers a series of questions to find out.

Tags : effective mobile engagement, consumer expectations, mobile engagement, boldchat, mobile computing, smart phones, customer satisfaction, customer service, customer experience management, customer experience/engagement
    
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