You've requested...

Share this with your colleagues:

Download this next:

Measuring, Monitoring and Improving Customer Experience

Today’s organizations are realizing that improving customer experience management (CEM) strategies can provide a substantial competitive advantage – but implementing a successful CEM improvement strategy can be difficult.

Check out our exclusive CEM expert guide to learn  essential strategies for improving the customer experience and discover 10 simple, inexpensive ways to improve the customer experience, including:

  • Create a well-balanced customer experience team
  • Give customers a personalized experience
  • Act on customer feedback
  • And more.

These are also closely related to: "Optimizing Customer Retention Programs"

  • TDWI Best Practices Report - Customer Analytics in the Age of Social Media

    While becoming customer centric is a top priority of today’s businesses, it can be a difficult feat to achieve with increasing customer participation in social media and a proliferation of the social mediums they can use.

    Yet while it can be daunting, it’s undeniable that all of the data generated by social media holds incredible new potential for customer insight. This TDWI Best Practices Report examines organizations’ current practices and future plans for customer analytics technology strategies, with a special focus on how organizations are adapting to challenges- and potential- of social media.

    Inside, find an in-depth exploration and insights on:

    • Customer analytics and the social media frontier
    • Benefits and barriers to implementation
    • Analytics tools, data sources, and techniques
    • Applying technologies for social media data analysis
    • And data management and integration strategies.

  • Technology Strategies for Attracting and Keeping Customers

    Did you know that by 2020 customer experience is expected to surpass product and pricing as the key business differentiator? Needless to say, organizations must work overtime to make sure they acquire and keep their customers for life if they plan on remaining competitive.

    Explore this exclusive, in-depth resource to uncover a complete list of results from a recent survey of 312 senior executives which focuses on how these executives nurture the customer lifecycle.  Inside, get insights into:

    • Understanding the strategic value of lifetime customers
    • The value of a customer
    • An integrated approach to customer excellence
    • And more

Find more content like what you just read:

  • Achieving customer loyalty with customer analytics

    This white paper explores how you can build strong customer relationships in this age of social media and maintain loyal customers who will not only provide you with their valuable business, but also share their enthusiasm online with their peers.

    Download

  • The new frontier for personalized customer experience

    The following white paper explores the need for businesses to implement a customer-centric view to their analytics and intelligence strategy. Also learn about a customer intelligence solution that can help create personalized and relevant experiences for individual customers, ultimately driving satisfaction and revenue.

    Download

  • Customer Analytics for Dummies

    Customer analytics can help you distinguish your business from the competition. With the power of predictive analytics, capturing and aligning disparate data, you can put the power of your data into action. View this resource to get more information on the concepts for getting started with customer analytics.

    Download

  • Vodafone Netherlands Helps Customers Enjoy Their Mobile Life with SAP InfiniteInsight

    Ensure your offers are most relevant. Find the combination of indicators that suggest a customer is going to churn. Cut your modeling time from weeks to days. In other words, make the most of your marketing spend with SAP Predictive Analytics.

    Download

  • Tipp24: Quadrupling Marketing Campaign Performance with the SAP® InfiniteInsight® Solution

    How did Tipp24.com – one of Europe's leading licensed lottery intermediaries – improve targeting accuracy for its marketing campaigns by 300%? By not leaving it to chance. Instead, Tipp24 relies on the power of SAP Predictive Analytics to introduce the perfect game to the right player – at exactly the right time.

    Download

  • Information Lifecycle Governance Leader Reference Guide

    Find out how adopting an Information Lifecycle Governance (ILG) approach can help you achieve success with information economics.

    Download

  • The big returns from big data

    Organisations can earn an incremental ROI of 241 percent by using big data technology to examine large and complex data sets, according to this report from Nucleus Research.

    Download

  • Predictive Analytics for Sales and Marketing

    Today's businesses rely on their sales and marketing (S&M) departments to drive business growth through effective customer relationship management (CRM) strategies – but most S&M pros lack the insights needed to optimize their strategies. Read on to find out how predictive analytics can improve your CRM strategies.

    Download

  • Unlocking the value of big data

    This independent report provides the first in-depth assessment of the role that data-intensive technology can play in supporting jobs and growth in Ireland over the next five years.

    Download

  • Vendor Insight Customer analytics profile: IBM

    Consult the following Premium Advisory Report to explore the analytic capabilities of one of the leading vendors in the market. Learn what distinguishes smarter analytics and how this company can deliver the analytic need for any organization on any front. Read on to learn more.

    Download

  • Analytics in a Big Data World

    This extract from Bart Baesen's book gives an overview of big data and analytics, its applications, analytic models, and job profiles in analytics, and includes a discount code for Computer Weekly readers.

    Download

  • Accelerate Success in the Subscription Economy

    Find out what you should consider before adopting the subscription based model.

    Download

  • Cox Communications: Supercharging Customer Relationships With the SAP® InfiniteInsight® Solution

    Discover how Cox Communications – the third-largest cable entertainment and broadband provider in the U.S. – uses SAP Predictive Analytics for predictive modeling.

    Download

  • Minimize customer churn with analytics

    Access the following white paper to uncover how predictive analytics can effectively minimize customer churn through analyzing predictive patterns. Learn how with this technology you can stand to gain better overall insights to market patterns, areas of focus, and much more.

    Download

  • Close the Omni-channel Customer Experience Gap

    If your customers cannot move smoothly across all channels, their experiences will suffer. Access this guide to learn how you can close the omni-channel customer experience gap and bring online visibility to your contact center.

    Download

  • Information Lifecycle Governance Leader Reference Guide

    Storing data that no longer has any value to the organization is a crippling process that forward-thinking CIOs must begin to shy away from. This white paper provides key insight surrounding the defensible disposal of unnecessary data.

    Download

  • The Economic Value of Data

    Big data analytics promises to boost customer centricity and profitability for financial services firms, according to this report from Cognizant.

    Download

  • The 3 Metrics That Matter: Understanding the Data You Need to Run Your Subscription Business

    Find out how the Subscription Economy can help your organization improve online consumer services.

    Download

  • Tips to develop the right retention schedule for your organization

    Developing record retention schedules can help companies track legal and regulatory data, ensuring that critical information is properly maintained.

    Download

  • Customer Service: Exploit the Value of Content to Drive Service Quality and Customer Satisfaction

    This exclusive whitepaper dives into 12 key topics for delivering quality content to your customers.

    Download

  • New Opportunities for Business Intelligence: Seven Ways to Deliver a Superior Customer Experience Now

    Customer service has a profound impact on profitability. And even more, you have to think about your reputation in this age of social media. Read this informative white paper analyzing seven exciting technology innovations that can empower businesses to optimize customer service in today's multi-channel world.

    Download

  • Mobile phone app opportunities for business

    Over the past 12 months, the global market for applications – fuelled by the astonishing and unprecedented activity experienced on Apple’s App Store and iPhone – has continued its stellar levels of growth.

    Download

  • Transforming customer service with business analytics

    This paper describes how business analytics can help customer service departments acquire the information and capabilities to move from being centers that solely field complaints to being a competitive resource that enhances customer experience.

    Download

  • APIs for Dummies: How to accelerate your business with APIs

    This book demystifies APIs, going beyond the acronym to help you understand their strategic significance, as well as providing insight into how they can help your business.

    Download

  • Five Areas of Records and Information Management Best Practices

    More than 73% of CIOs, general counsel and records managers surveyed in a recent compliance benchmark study indicated they do not proactively monitor their records program for compliance. Out of 4,000 respondents, 42% have no formal information security program and 61% struggle with discovery. Where does your company’s policy fall?

    Download

  • Drive Performance by Giving Business Users Faster, Better Data Visualization Tools Anyone Can Use

    Data is pouring in from every direction for organizations today, and many struggle to manage the volume. It's structured and unstructured, messy and overwhelming. If it's managed correctly, the flood of data can provide organizations with invaluable information. Find out how to improve business decisions by reading this resource now.

    Download

  • Well-Built Models Set Up Big Data Projects to Prosper

    Predictive analytics in big data modeling provide organizations with increased opportunities to use their collections of big data.

    Download

  • 9 Keys to Building a Successful Subscription Business

    Find out how a shift to the subscription economy can help you build lasting customer relationships and improve revenue.

    Download

  • CEOs are from Mars, CIOs are from Venus

    Ian Campbell, board advisor for Value Retail, talks about what CIOs need to do to ensure they are “on the same planet” as the CEO and board members of any organisation in this PowerPoint presentation.

    Download

  • Monetising the Mobile Content Plan

    This exclusive report for Computer Weekly readers by Juniper Research, offers a comprehensive briefing on the routes Mobile Network Operators (MNOs) taking to develop new business models.

    Download

  • Records and Information Management 2.0 for Dummies

    This expert e-book will guide you and provide the necessary resources to help you understand the fundamental elements and practical steps needed to start and sustain an effective records and information management program—most importantly avoid legal repercussion.

    Download

  • New Opportunities for Business Intelligence: Eight Ways to Generate Revenue and Drive Growth Now

    This white paper presents how to support new growth strategies and drive new revenue using eight important technologies. Our approach is practical, with success stories that demonstrate how trailblazers have already proven the value of these innovations.

    Download

  • Business Intelligence and Analytics

    The following white paper explores the top 8 important technologies that you should have to support growth strategies, build deeper business value, and improve the performance of your operations. Learn what other companies are doing to leverage these technologies, where to turn for the right tools, and more.

    Download

  • Big Data Analytics in Action

    Find out how to evaluate new technologies that analyze big data, and discover which features are most useful. Plus, learn how to incorporate big data analytics to drive more effective strategies and decision-making. Read this white paper today.

    Download

  • 6 Ways Your Workforce Management Can Improve Your Contact Center

    Download this whitepaper to learn six key capabilities that can empower your agents by providing insight into their work schedules while streamlining interactions between managers and supervisors.

    Download

  • Records Management Strategies for Social Media Compliance

    According Smithsonian Magazine, by 2013 businesses will generate as much data every 10 minutes as was generated in the world through 2003 – most of which will be social media data. Does you have a solid plan in place to effectively manage these social records? Read on to learn 5 steps to devising a social media records management program.

    Download

  • The Business Value of Integrating the Contact Center Within Your Omni-Channel Strategy

    Learn how you can benefit from integrating your contact center within your omni-channel strategy.

    Download

  • Measure, analyze and manage: optimizing marketing results with business analytics

    The following white paper explores how businesses can measure, analyze, manage, and capitalize on market data by implementing a business intelligence solution. Learn how by doing so successfully, you can market smarter, target customers with personalized content, improve operations, and more.

    Download

  • Open Group: FAIR -ISO/IEC 27005 Cookbook

    The purpose of this document is to help the security practitioner responsible for their organization’s risk estimation function to utilize The Open Group Risk Management Frameworkin an ISO/IEC 27005 structured process.

    Download

  • The Benefits of a Lean Application Portfolio

    Over time, the amount spent on the infrastructure and maintenance of legacy applications and systems can weigh heavy on your IT budget. In this white paper, learn about the changing landscape of enterprise applications and how carrying the burden of legacy systems undermines your enterprise.

    Download

  • Three steps to put Predictive Analytics to Work

    The following white paper provides readers with the three steps needed to put predictive analytics to work. Learn how to integrate this technology into day to day operations, ultimately facilitating a much stronger, more accurate decision-making environment.

    Download

  • 3 Benefits of Focusing on Customer Experience

    This white paper discusses: Benefits of focusing on customer experience and customer journey, how you can overcome roadblocks to delivering great CX, and keys to success.

    Download

  • How Analytics Can Improve the Customer Experience

    Gain insight into today's multi-channel customer environment, including how to analyze customer conversations across both voice and text-based channels.

    Download

  • Following the Rules, Reducing the Risk

    This white paper discusses strategies for the often daunting challenge of meeting compliance requirements, including how to get your business' records in order, select technology to help with the task of information governance, and more.

    Download

  • A Practical Approach to Building a Comprehensive and Compliant RIM Program

    This whitepaper outlines the important steps to achieve successful and compliant records and information management (RIM).

    Download

  • 2013 Cost of Data Breach Study: UK

    The cost of data breaches has risen for UK organisations iover the past year, but companies that appoint chief information secruity officers with enterprise-wide responsiblities can reduce their costs, this report from the Ponemon Institute reveals.

    Download

  • Four Key Pillars To A Big Data Management Solution

    This resource explores an open source approach and flexible big data integration platform that addresses these challenges and enables users to easily connect and analyze data from disparate systems to help drive and improve business performance.

    Download

  • Using Big Data to Improve Multichannel Customer Care

    Uncover the ins-and-outs of numerous offerings from various platform vendors that utilize big data and predictive analytics to enable customers to use their device, channel and time of choice.

    Download