Did you know that 73% of the global population uses smartphones and sends more than 16 billion texts each day? Mobility is now ubiquitous and this explosive shift has more and more consumers discarding their landline phones and becoming mobile-first (if not mobile-only). Businesses need to take their outbound customer engagement in the same direction or be left out of the conversation. This white paper will identify the key components of a comprehensive outbound engagement strategy and detail the benefits organizations can achieve with outbound communications.Are you ready to learn how?
Forrester forecasts cloud subscription revenues to grow overall by 22% in 2016. This is a result of businesses becoming increasingly comfortable with moving critical systems to the cloud; thus the benefits of cloud computing have become mainstream and so have cloud contact centers.The need to connect consumers on their channel of choice is a requirement to compete in the age of the customer. Read this Forrester report to learn how cloud delivery can provide an agile platform so that you can focus your energy on customer journeys, not technology. Get started on your cloud journey with this Forrester report!
The recent evolution of customer experience (CX) has been fast-paced and transformational. Customers are using digital and voice channels, sometimes simultaneously. The average contact center today has nine communication channels. While customers appreciate having multiple channels to choose from, they expect seamless experiences as they navigate between them.This playbook discusses omnichannel customer engagement requirements for mid-size and large contact center environments, from 250 to 5000+ seats. Download now to learn:· 8 questions to help you determine whether your contact center is truly omnichannel· How to deliver seamless, personalized CX across digital and voice channels· ROI and business benefits of omnichannel customer engagement· Insights from success stories of industry leaders such as Ticketmaster, Marks and Spencer and DNB
As banks strive to gain a better understanding of each customer journey, they are discovering the impact of customer effort. The CEB TowerGroup Insights Brief shares global, financial industry research and provides recommendations on improving your customer journey.Understand:· Why banks must go beyond reducing your customer effort· How the lack of visibility is hindering the ability to improve your customer experience· Why omnichannel investments can strengthen your customer journey.Read the CEB TowerGoup Insights Brief now.
Nov 14, 12:00pm What Will It Take to Comply with New York's Cybersecurity Rules?The cybersecurity regulation New York regulators proposed in September set a high bar for things like encrypting nonpublic data, informing the public quickly of a data breach and dual factor authentication. In some ways it goes farther than current state and federal rules. In this webcast, a panel of experts, including bank security executives in the trenches, will explain the kinds of changes the new rules will force banks to make, and practical strategies for making those adjustments.