2021 Digital Trends Experience
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A Computer Weekly buyer's guide to digital customer experience
By: TechTarget ComputerWeekly.com
Type: eGuide
The Covid-19 pandemic forced people to reassess their priorities and what they value most in their lives. While there is a slow recovery to the pre-pandemic norm, there is also a growing sense that there are several things that people experienced during 2020 and 2021 that they hope to continue once the health crisis has passed.
In this 15-page buyer’s guide, Computer Weekly looks at why firms need to adapt to customer interactions, what customer and employee experience has in common and what companies are doing to update the digital customer experience.
These are also closely related to: "2021 Digital Trends Experience"
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The age of intelligent CX: 10 trends to know
By: Zendesk
Type: eBook
As organizations continue to adopt new AI, automation, and data analytics tools to enhance their customer experiences (CX), many are uncertain about the changes and challenges these solutions may bring and can be hesitant to adopt.
So, what should companies you understand before taking the leap and integrating this technology into their CX team’s daily processes?
Browse this guide to discover the top 10 trends to know to master the modern CX landscape, including:
- Generative AI will hasten the delivery of a more humanized journey that feels personable and interactive
- Chatbots are quickly transforming into digital agents that have the capacity to do more
- And 8 more
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Marketing software moves closer to centre of the CIO's vision
By: TechTarget ComputerWeekly.com
Type: eGuide
In this e-guide: Software for marketing, from content marketing through customer experience management to marketing automation, and the rest, has not been as central to the vision of CIOs as ERP and the full panoply of IT infrastructure: storage, security, networking, data centres, and all of the above delivered by way of the cloud.
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Customer service technologies emerge bloodied but unbowed from Covid-19 pandemic
By: TechTarget ComputerWeekly.com
Type: eBook
The pandemic caused many businesses to reassess their approach to customer experience. Customers were changing their behaviour, their channels, their brands and suppliers and organisations had to adapt. Download this exclusive e-guide and read more about the transformative impact of the pandemic on customer service and experience.
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Digital Experience Management: the next stage for customer experience efforts
By: TechTarget ComputerWeekly.com
Type: eGuide
The interactions that customers have with companies and employers are increasingly digital in nature.The Covid-19 public health crisis has sped up this trend. Digital Experience Management can be seen as another turn of the CRM screw, but in a context where digital channels are dominant. Discover the next stage for customer experience efforts.
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Digital Experience Management: the next stage for customer experience efforts
By: TechTarget ComputerWeekly.com
Type: eGuide
The interactions that customers have with companies and employers are increasingly digital in nature.The Covid-19 public health crisis has sped up this trend. Digital Experience Management can be seen as another turn of the CRM screw, but in a context where digital channels are dominant. Discover the next stage for customer experience efforts.
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MicroScope – December 2019: Time for change
By: MicroScope
Type: Ezine
In this issue, we ask experts how they're approaching digital transformation to meet customers demand, and we look at whether the actions of the user should reflect on the accountability of the cloud provider
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Market guide for CX and contact center vendors
By: Foundever
Type: Research Content
Even though 48 percent of today’s organizations agree that customer experience (CX) is important to their organization’s strategic direction, many have found a significant gap between CX performance and business performance, meaning that these priorities aren’t meeting internal expectations. Browse this report to learn more.
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Customer data platform: Harmonize your customer data
By: Teradata
Type: eBook
It’s critical to create a meaningful customer experience on the first go around. However, siloed data makes that difficult to do. So how can you take control of your disparate data sources to strengthen CX? Read this e-book to understand how you can deliver a seamless and personalized CX by enabling a unified view of the entire customer journey.
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CRM enters maturity as customer experience custodian
By: TechTarget ComputerWeekly.com
Type: eGuide
CRM has a long lineage in enterprise software, starting with salesforce automation in the 1990s, Siebel being a big player back in the mists of time. These days, engaging with customers through every conceivable channel, and doing so by way of the cloud are the novelties of CRM.
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2023 guide to contact center success
By: 8x8
Type: eBook
The time for innovation in the contact center is now. As contact center leaders continue to develop their systems, many have found opportunities to do more than they’d believed was possible. Dig into this guide to discover the top contact center trends to watch in 2023.
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Customer experience insights guide
By: ARG, Inc.
Type: Analyst Report
According to a recent study, every year $98 billion is lost by companies failing to provide “simple” experiences that customers want. This report provides a complete breakdown of the current state of customer experience, looking at the key trends defining the modern customer’s demands. Read on to learn more.
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Why should you migrate your contact center to the cloud?
By: Cyara
Type: eBook
The recent push for cloud migration has a lot of customer service leaders questioning what it means for their contact centers and other legacy systems. However, if you’re not keeping up with these migration trends, you’re falling behind. Browse this guide to learn more.
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Is it time to say goodbye to traditional contact center complaints?
By: Foundever
Type: eBook
For a glimpse at the future of the contact center, dive into this e-book, where CCW Digital has surveyed the customer contact community to envision the contact center of 2030.
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Business Analytics: how AI is augmenting analysis, and bolstering data literacy shortfalls
By: TechTarget ComputerWeekly.com
Type: eGuide
Artificial Intelligence and human analysis have been coming together in recent years. Whether using packaged BI and data preparation tools, or languages like Python and R, business analysts and data scientists and engineers alike have been exploring the use of machine learning algorithms to augment their data analyses. Read more in this e-guide.
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Contact center leader’s guide to mastering WFH
By: Hinduja Global Solutions
Type: eBook
With 80% of today’s contact center agents reporting that they work from home, it’s clear to see just how much of the landscape has transformed. However, many still face the same challenges. So, how can businesses best overcome these hurdles while still meeting hybrid and remote expectations? Browse this guide to learn more.
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How to enable a consistent omnichannel CX with 8X8
By: 8x8
Type: White Paper
The challenge of building a consistent brand and maintaining quality communications multiplies as more channels are added. But scaling does not have to come at the expense of customer satisfaction if done right. Read this white paper to learn how you can deliver contextualized, on-demand conversations across multiple channels at scale.
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Retain customers by implementing communication platforms for better CX
By: 8x8
Type: White Paper
76% of customers want great end-to-end service, even across different channels. How can you address customer pain points and deliver experiences that differentiate your business? Read on to learn why delivering real-time, consistent and personalized omnichannel experiences is key for future-proofing your customer engagement strategy.
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The key to enhancing agent and customer experiences
By: 8x8
Type: White Paper
Today, customer experiences mean everything, and in order to meet expectations, it has become crucial for organizations to keep up with the technology trends and transform accordingly. However, agent experiences are just as important. Dig into this article to learn more.
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The UK Cybersecurity Landscape: Challenges and Opportunities
By: Expel
Type: Research Content
IT decision-makers are increasingly devoting significant budget to security technology and activities; but unfortunately, these efforts are often reactive, tactical, ineffective, and even counterproductive. To learn how to apply your budget effectively and make
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Computer Weekly – 11 October 2022: Government bins IR35 reforms – what you need to know
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly, after the government scrapped its IR35 reforms, we examine what IT contractors need to know. With hybrid working, employee experience is a priority – we look at how it meshes with customer experience initiatives. And we assess the options for unstructured data storage in the cloud and on-premise. Read the issue now.
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Computer Weekly – 27 February 2024: Microsoft's 'unfair' cloud licensing under scrutiny
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly, we examine claims that Microsoft's licensing policies are damaging competition in the cloud. Our latest buyer's guide asks if hybrid cloud is now CIOs' end goal, and not just an interim step on the journey. And we look at how the focus on customer experience is impacting the unified comms market. Read the issue now.
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Digital Experience Trends 2023: A Data-Driven Trend Report
By: Reply
Type: White Paper
With so much focus on the customer experience, in a digital-first world, it is going to be your organization’s digital experience that makes the difference in your success. Your customers demand an engaging and frictionless experience with no hurdles to clear. To deliver that, you need to know the current trends. Read on to see them here.
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Customer analytics in APAC: trends and best practices
By: TechTarget ComputerWeekly.com
Type: eGuide
In this e-guide, learn how organisations in the APAC region are harnessing the potential of analytics and what the future of analytics looks like from an application development and self-service perspective.
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Contact center leader’s guide to improving CX journeys
By: Cyara
Type: Product Overview
To keep up with modern standards for customer experiences, it has become critical for organizations to be able to connect with their consumers on all channels available. However, these must be continuously tested and monitored to ensure that they’re meeting those expectations. Browse this white paper to learn more.
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Digital Experience platforms intensify customer engagement programmes
By: TechTarget ComputerWeekly.com
Type: eBook
Digital Experience Management platforms are developing and becoming more sophisticated as companies seek to intensify relationships with customers in order to gain competitive advantage against their peers. Improving customer experience will only become evermore important as companies endeavor to navigate an increasingly turbulent economy.
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Application Performance Management: Improving service availability
By: TechTarget ComputerWeekly.com
Type: eGuide
If it can't be measured, it can't be managed. Telemetry on applications and IT infrastructure are key to keeping applications running optimally and reducing unplanned downtime. Beyond using telemetry data to respond to abnormal events, historical data analysis can reveal more systemic issues. In this e-guide we look at trends in APM.
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Customer experience: 2030 vision report
By: 8x8
Type: Research Content
With 46% of leaders agreeing that they believe the key differentiator between organizations in 2030 will be customer experience (CX), it’s necessary for companies to start their revamp efforts now to keep up with expectations. But how can this best be done? Browse this report to learn more.
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Computer Weekly - 25 May 2021: Making data an asset, not a threat
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly, we examine the latest developments in the UK government's National Data Strategy and what it means for the economy. Our latest buyer's guide explains the emerging technologies around computational storage. And we look at the advances in customer experience management during the pandemic. Read the issue now.
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Computer Weekly – 12 May 2020: Will the NHS's Covid-19 contact-tracing app work?
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly, we get the expert reaction to find out if the NHS contact-tracing app will work. Staying close to clients is crucial through lockdown – we look at the importance of customer experience management. And one CIO explains how he implemented a digital transformation plan in two weeks. Read the issue now.
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Can your CX keep up with rising customer expectations?
By: Teradata
Type: Infographic
32% of respondents to a recent survey indicated that just one negative experience would cause them to leave a brand they love in the dust. In this infographic, you’ll gain a deeper understanding of the modern customer mindset and the importance of data and analytics for a seamless, personalized CX. Tap in to learn more.
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Computer Weekly – 24 October 2023: Brewing data insights at Heineken
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly, we find out how brewing giant Heineken is building a data ecosystem to share insights and tap into AI capabilities. The UK is conducting an investigation into cloud supplier dominance – what will it mean for users? And we examine how generative AI could be used to improve customer experience. Read the issue now.
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Contact center predictions for 2023 and beyond
By: 8x8
Type: eBook
Today, organizations are working to achieve cloud-first, digital-first mindsets to improve their customer and employee experiences. However, the adaptation and implementation of these technologies can be difficult, and many struggle to adjust, especially in the contact center. Access this guide to learn more.
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A Computer Weekly buyer's guide to modernising public sector IT
By: TechTarget ComputerWeekly.com
Type: eGuide
Digitising the public sector is proving to be a long and winding road. In this 15-page buyer's guide, Computer Weekly looks at how some CIOs are embracing digital transformation, how coronavirus has accelerated it and why the UK government needs to embrace the challenge of digital collaboration
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Computer Weekly - 12 October 2021: How AI - and puffins - are boosting renewable energy
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly, we find out how an artificial intelligence system for tracking puffins could help boost renewable energy use. We examine the often-overlooked, but often damaging, diversity issue of age discrimination in tech. And we look at the key considerations when choosing enterprise cloud file services. Read the issue now.
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Telephony migration: Top considerations for CX success
By: Cyara
Type: White Paper
When planning your migration to a new CX platform, you expect to be able to deliver better customer journeys through your new solutions and services. However, major migrations can be daunting and can increase risk throughout your organization. Browse this white paper to learn the top approaches for success.
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The last mile to the individual customer: Sales and marketing software trends
By: TechTarget ComputerWeekly.com
Type: eGuide
From this e-guide you will learn about such developments in sales and marketing enterprise software in 2018, with a view to 2019 – from Computer Weekly and from our specialist US TechTarget site SearchCRM.
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Level up your customer service with communication APIs
By: 8x8
Type: Case Study
This paper tells the story of 4 companies from different industries and how they were able to leverage 8x8’s communication APIs to boost customer satisfaction, scale in emerging markets, create a differentiated CX, and improve conversions. Read on to learn how you can take your customer service to the next level.
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Omnichannel engagement: The secret to achieving customer satisfaction
By: 8x8
Type: eBook
When your customers are satisfied with your products or services, it leads to soaring KPIs, and better and more integrated customer experiences. But how do you build a business case to make this happen at your organization? It’s not as difficult as you would think. Read on to learn more about building a business case for omnichannel.
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Why marketing clouds are dragging down your CX
By: Teradata
Type: White Paper
With the volume of customer data being collected today, many organizations are struggling to keep up when it comes to providing a unified customer experience. Siloed apps cause a lack of visibility and squander the efforts made to deliver a consistent CX. Read on to learn why a composable customer data platform is crucial for CX success in 2024.
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Why it’s critical to integrate UC & contact center platforms
By: 8x8
Type: Analyst Report
While organizations have operated their contact centers in a way that’s disconnected from other teams, many are feeling the effects of this approach, due to a handful of challenges. So, how can businesses integrate their unified communications and contact center platforms to drive success? Browse this report to learn more.
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Headless Commerce: Why data is the key to CX
By: Nacelle
Type: Research Content
Unlock the future of digital commerce with this report. With a specialization in digital commerce, the report unravels the digital commerce landscape, 7 key factors to consider for success, how you can streamline data management with GraphQL and increase scalability with a canonical data model.
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Automated chatbot testing: Is it worth it?
By: Cyara
Type: Product Overview
As organizations continue to integrate chatbots and other AI tools into their contact centers, it’s critical to ensure that they’re working efficiently and effectively 24/7. However, keeping up with these solutions at all hours of the day isn’t easy. That’s where automated testing and monitoring comes in. Browse this guide to learn more.
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Computer Weekly – 5 October 2021: The most influential women in UK technology
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly, we reveal the 50 women chosen as the most influential in UK technology for 2021, and talk to the 10th winner of our annual list – Poppy Gustafsson, CEO of Darktrace. Also, our latest buyer's guide looks at digital customer experience technologies. Read the issue now.
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A Computer Weekly Buyer's Guide to Customer Experience
By: TechTarget ComputerWeekly.com
Type: eBook
Discover how to craft data-first CRM strategies and get tips about coordinating data sources for effective CRM, 5 ways to reduce risks for Salesforce deployments, and the pros and cons of current CRM software offerings.
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Use Windows 7 end of life to update desktop productivity
By: TechTarget ComputerWeekly.com
Type: eGuide
The end of support for Windows 7 should be seen as the end of an era for traditional desktop IT. So what does 21st century desktop productivity look like?
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Leader’s guide to UCaaS: Benefits, vendor selection & more
By: Vodafone
Type: White Paper
To unlock a 14-page leader’s guide to unified communications as a service (UCaaS), tap into this white paper.
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MicroScope – February 2021: The forecast on channel security
By: MicroScope
Type: Ezine
MicroScope asks experts to share their opinions on what lies ahead for the channel in the security market, along with their predicitions for what upcoming threats to expect. Also read about how the managed service community helped to keep SMEs afloat during Covid-19, and how to arm the business with the best IAM tools for remote working
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Keeping Fintech Customers Engaged
By: 8x8
Type: White Paper
How can you scale your customer conversations and streamline your engagement strategies so that you can build trust and deliver high-quality service, every single time? Read on to learn why stellar customer engagement can be the new differentiator for fintech companies and how you can achieve it with communication APIs.
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CIO Trends Q1 2016
By: TechTarget ComputerWeekly.com
Type: eGuide
This guide offers a collection of our most popular articles for IT leaders during the first few months of 2016, examining the changing role of CIOs and how to enhance their relationships with their peers across the business.