In this report, UXC Connect’s Steve Saunders describes a real-life case study where a major services organisation overcame the challenge of managing diversity across multiple locations, user expectations and technology environments. • For historical reasons, many large organisations put more effort into support than they should • A common challenge is managing diversity by creating commonality across multiple locations, user expectations and technology environments • The solution involves centralised remote management and standardised technical support and maintenance arrangements
Learn how the federal government is taking notice of lessons learned in the private sector because it's beginning to understand that citizens are also consumers—and as such, are looking for the same streamlined experience they get elsewhere online when interacting with the government.
Cloud is now largely viewed by enterprise customers as a viable, sometimes necessary path to outsourcing and service delivery and is a strategic, mobile, and integrated platform which reduces short term IT costs and ensures long term savings. This document focuses on the trends that are driving decision-making on cloud including the growing connection between cloud, mobility, and data; cloud services governance and integration; and continuing development of cloud ecosystems among vendors. Learn how and why companies are deploying cloud services while managing security and compliance, and read how vendors are striving to become more innovative to meet new client needs.
Social media provides a wealth of data that can tell you a lot about your brand and your consumers - providing you can effectively act upon that data. According to Digiday, "48% of digital marketing executives say they focus 'relentlessly' on building customer insights, yet few are executing those strategies in meaningful ways."
This white paper offers a brief overview of how organizations can best use social data by implementing a framework to integrate social data with other enterprise and public or curated data. This framework provides a platform for uncovering new insights that can be fed into business intelligence and customer experience management systems in near real-time to help marketing, sales, service, and commerce teams accelerate decision-making and create long-term, profitable customer relationships.