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Whitepaper Library

CustomerZone360 offers this extensive library to help you productively perform research and analysis. Using simplified search criteria, this archive puts actionable, relevant information about communications and technology at your fingertips.

If you are interested in contributing your White Paper into the CustomerZone360 White Paper Library, please contact us.

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Democratizing Influence Marketing on Blockchain

Mavatar | 2/21/2018 11:42:48 AM

There is no denying the potential of affiliate marketing, which Forrester Research estimates will continue growing at a CAGR of 10 percent between 2015 and 2020. Marketers today are looking to capitalize on brand influencers who are in the wild, actively building bonds between consumers and products with the interesting content they are creating.

The market is rapidly advancing, too, thanks to Mavatar which is using blockchain technology to build trust and transparency while eliminating fraud issues that are holding affiliate marketing back from reaching its true potential. To learn more about how Mavatar is disrupting the affiliate marketing industry — and changing shopping as we know it — check out this white paper.

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Identity Led Security & Strong Authentication

Okta, Inc. | 12/19/2017 5:14:36 PM

As organizations and workplaces evolve, less control is exercised over devices, services, and people, leading to a gap with traditional security tools. Identity not only becomes the critical control point, but the information stemmed from it can be leveraged to strengthen existing processes as well as integrate with other security investments. Join this webinar to learn why identity isn’t simply just a "first step" but also the foundation modern security should be built on. Then explore what characteristics a strong authentication solution should include as we demo Okta’s Adaptive MFA solution.

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Solution Brief: Secure Access to AWS for Suppliers and Partners

Okta, Inc. | 12/19/2017 5:07:00 PM

You’ve built an application on AWS; now you need to secure it. You need a way for suppliers and partners from around the world to securely gain access to the data that only pertains to them. Under the AWS Shared Responsibility Model, AWS manages security of the cloud, while security in the cloud is the responsibility of the customer. Read this solution brief to find out how to allow users from the partner organizations to access your services through Okta while minimizing administrative overhead and avoiding security issues related to the synchronization of identities and passwords.

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Automate Security Incident Response with Okta

Okta, Inc. | 12/19/2017 5:02:38 PM

Security threats require immediate response. Automation and improved security orchestration make that possible.

Read this white paper to find out how to properly address threats with multi-factor authentication, how to use identity as the foundation for your breach prevention strategy, and how Okta integrates with the rest of your security infrastructure apps like Palo Alto Networks, ServiceNow, and Splunk.

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Using IAM in the Age of Megabreaches

Okta, Inc. | 12/19/2017 5:01:06 PM

The benefits of cloud IAM have made it a huge priority for IT departments across all industries. This infographic reviews the results from IDG’s most recent survey on IAM. Learn about your peers’ top identity and security-related concerns and challenges, and learn where their priorities for the future lie.

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Solution Brief: Creating a Secure Seamless Customer Experience

Okta, Inc. | 12/19/2017 5:00:05 PM

All modern businesses are engaging with their customers through technology – but with security incidents and data breaches constantly in the news, consumers don’t want to share their personal information. They’ll limit what information they share, or create fake profiles. At the same time, password fatigue causes consumers to reuse passwords across multiple sites, putting their information at greater risk. Businesses lacking consumer trust end up with bad data and ineffective marketing. Understanding, managing, and securing customer data can become the foundation for consumer trust. Read how Okta’s approach to identity helps businesses secure customer information, increase marketing effectiveness, and deliver a branded and scalable user experience.

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Consumer Identity Management for the CMO, CISO, and CTO

Okta, Inc. | 12/19/2017 4:59:07 PM

In an IDC report from November, 2015, 67% of CEOs said they were betting on digital transformation. It’s at the top of the CEO agenda for good reason. It is hard to find an industry or sector in the economy today that is not being disrupted by software. When it comes to consumer businesses, customers are demanding service on their own terms, their own schedule, just in time, and on their mobile. Read this whitepaper to understand the strategic role identity management plays in all parts of the organization to enable delightful end-user experiences. You’ll understand:

- The importance of Consumer IAM (CIAM) to drive innovation
- IAM requirements for the CMO, CIO, and CISO
- How Okta is addressing modern use cases on one platform - B2E, B2B, B2C, and IoT

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Can Bots and Virtual Assistants Help Boost Your Brand?

Frost & Sullivan | 9/7/2017 4:27:47 PM

Bots and Virtual Assistants (VAs) are emerging technologies that many leading organization are striving to implement. As the experts know, it’s not just about the implementation of Bot and VA technologies; it's about leveraging them in intelligent ways to better serve customers, to enhance the customer experience and to improve the bottom line.

In this Executive Summary, you will learn about:

- How Bots and VAs impact the customer experience and your brand
- Which customers are on the front line of using Bot and VA technologies
- The challenges of automation
- Integrating Bots and VAs into the customer experience
- How to measure Bot and VA effectiveness

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The Time for Intelligent Service Is Now Adding Intelligence to Your Service Strategy

Frost & Sullivan | 6/8/2017 12:40:32 PM

We are in the era of the intelligent economy. Customers' growing need for access to product and company information, often in real-time through their smart devices, has become a more critical factor in driving their buying behaviors than in the past. Accordingly, customers insist on businesses anticipating their needs, wants, purchases, and inquiries; a concept known as "Anticipatory Personalization." To close the expanse between customer expectations and experiences, it is critical that businesses provide omnichannel Intelligent Service, with anticipatory personalization, delivered with an intelligent customer service platform (ICSP).

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People Power: CGS Ensures Customer Support Agents Are Successfully Prepared

CUSTOMER Magazine | 3/13/2017 2:41:34 PM

Customer service means different things to different people. But, in the end, it’s about people – the people who are our customers, and the people we employ to serve them. Regardless of how we define service, it’s critically important for a contact center to recruit, hire, and train the right people, provide them with the training required to do their jobs well, engage them in their tasks, staff them in the correct numbers, and support and encourage them along the way.

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How Social Media Ensures Effortless and Engaging Customer Experiences

Frost & Sullivan | 2/28/2017 10:34:11 AM

Whether voicing issues or praising a brand, customers want experiences that are effortless and engaging. For organizations, in this age of striving for omnichannel customer service delivery, the primary goal is a smooth and seamless customer journey. Lowering customer effort and ensuring the seamless customer journey means having the right tools for the customer service agent. Agents need context and history, across channels, particularly when it involves social media.

In this article you will discover:

- Best practices for ensuring effortless customer engagement
- The business value of social customer service
- The right technologies to achieve exceptional customer service

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Top 5 Trends Smart Companies are Addressing to Evolve Their Contact Centers into Engagement Centers

Serenova | 2/8/2017 1:10:57 PM

Traditionally, the contact center has been positioned purely as a voice only sales and service center. It was the central point for solving customer problems and had everything to do with improving fast call resolution, minimizing hold times and scripting perfection.

Fast forward to a new decade and progressive companies are realizing these customer connection points can be maximized by focusing on the customer experience. In the new engagement center model, leading companies are interacting with customers anywhere and everywhere – both when they reach out (via phone, email, chat, SMS) and in their everyday experiences.

To develop a truly effective engagement center, communication needs to flow in both directions and tabs need to be kept on customer sentiment from multiple touch points including social networks such as Facebook and Twitter.

This e-book will outline the top 5 trends progressive companies are addressing to transform their contact center into a true engagement center, all designed to keep customers coming back for more and sharing positive feedback with their networks.

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Unleash Your Contact Center’s Potential - The Cloud as Catalyst for Operational Transformation

Serenova | 2/8/2017 11:56:54 AM

Imagine a contact center operating at the top of its game. New
media options for self-service and assisted service deliver cost
savings and customer satisfaction. Performance management optimizes center operations while streamlining end-to-end workflows. Alternative workplace models provide new ways to attract and retain the most talented employees. Instead of a tightly wound coil nearing its break point, the center uses its energy to spring into action no matter what management, customers, or competitors might throw at them.

With the right tools and accompanying operational plan, this vision isn’t far-fetched. Cloud-based contact center technology solutions can unleash the center’s potential and harness the power of the people and processes in new ways. It brings exciting new possibilities to the day-to-day operations, enabling frontline staff and support resources to optimize the customer experience at the same time they achieve internal business goals.

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The Modern Contact Center: Finding Value in Cloud-First, API-Driven Models

Serenova | 2/8/2017 11:55:28 AM

Many contact center operators find themselves at a crossroads. They must find ways of increasing agility, and running more efficiently and cost effectively. They’ve got to dig themselves out of the past and propel themselves into the future. And this they must do amid a rapidly changing market. As providers consolidate, contact center operators can face uncertainty about ongoing iteration and support for their installed products. Managing a traditional contact center has never been more challenging.

Fortunately, the use of cloud-delivered applications and cloud-resident infrastructure and platforms for core business requirements has continued trending upwards and moving upmarket. Uptake of cloud communications, including contact center functionality, is no exception. In alignment with emerging corporate strategies prioritizing cloud options, organizations of all sizes increasingly are finding value in migrating from outdated, inflexible, and complex on-premises contact center systems and tools to cloud-based contact center software.

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Customer Service in the Age of the Cloud

Fusion | 9/26/2016 10:49:18 AM

The ability to provide excellent customer service matters more than ever, given the expectations of consumers today. Take a recent report from Microsoft on the state of customer service, for example. The company found that 67 percent of Americans consider the quality of customer support to be a "very important" factor with respect to brand loyalty. And that "quality" bar is being raised every year according to 56 percent of U.S. consumers.

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