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Displaying 241 - 264 of 354
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HOLMES Puts Wipro in the Forefront of Cognitive Computing

Data to Decisions
Product Overview: Wipro HOLMESWipro HOLMES Delivers Next-Generation Services Built on Cognitive Computing Capabilities Wipro is an information technology, consulting, and outsourcing firm serving more than 900 clients from the Fortune 1000. Wipro operates in more than 175…
R Ray Wang
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Digital Disruption: The Blind Spot That Could Sink Your IoT Initiatives

Data to Decisions
Understanding Why Data, Analytics and the Internet of Things (IoT) Drive Exponential Business Growth Companies continue to harvest and analyze vast amounts of data for growth, competitive advantage and operational efficiency. At the same time, the Internet of Things (IoT)…
Dr. Natalie Petouhoff
Quarks

IBM and SAP Partner, Forging Synergies for Clients’ Digital Transformation

Data to Decisions
How Complementing Capabilities Create Value for IBM and SAP Customers On April 6, 2016, IBM and SAP jointly announced a partnership that spans multiple products and services, with the goal of enabling digital transformation for prospective and existing customers. In a press…
Holger Mueller
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The Future of Retail Shapes People Management

Data to Decisions
How Changing Retail Best Practices Will Advance Workforce Management, Talent Management, Payroll, HR Core and Benefits Retailing is poised for radical change. Gone are the days when customers had to find their way to the store. Today, consumers have a host of choices,…
Holger Mueller
Case Study

How General Motors Listens to Customers on Social Media

Next-Generation Customer Experience
Social Listening Helps Provide Better Insights, Customer Service, and ProfitabilityGeneral Motors is one of the world's leading automotive brands, selling 9.8 million cars and trucks annually. GM is passionate about earning customers for life, but when it came to engaging…
Dr. Natalie Petouhoff
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Nine Pillars of Successful Self-Service for Digital Customer Engagement

Matrix Commerce
Seamless, Personalized Self-Service Should Not Be an Afterthought Organizations are battling each other to deliver the best customer experience for the right customer at the right time in the right channel. Customer service and customer engagement now play key roles in…
Dr. Natalie Petouhoff
Quarks

The Internet of Things Improves Customer Experience in Retail Supply Chain

Data to Decisions
How the Internet of Things Connects Supply Chains to Customer ServiceMany retailers struggle to ensure their supply chains and customer-facing endeavors align harmoniously. Ensuring the availability of a product or service when, where and how customers want is…
Dr. Natalie Petouhoff, Guy F. Courtin
Quarks

The ROI of Customer Care

Next-Generation Customer Experience
Proving false the notion that customer care is a cost center Executives have long thought of customer service or customer care as a cost center. However, executives and managers who understand the value of great customer service can create organizations that…
Dr. Natalie Petouhoff
Quarks

How Agile Customer Care Systems Drive High ROI

New C-Suite
As Customer Care Applications Become More Agile, Customer Care Becomes Ultra-Responsive and Boosts Productivity of Talent  Today’s customers require companies to provide them quickly with help, support and information in any channel they choose to…
Dr. Natalie Petouhoff
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The ROI of Online Communities

Data to Decisions
Online Communities Provide Value Beyond Call Deflection  The expectation of the value of an online community is often associated with cost savings – just as call deflections can reduce the costs of customer service. While many cost savings are possible,…
Dr. Natalie Petouhoff
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Implementing a Business Workshop on the Internet of Things (IoT)

Data to Decisions
Best practices for generating quality IoT initiatives  As smart services begin and continue to disrupt the market, it’s time for enterprises to understand the underlying technologies of IoT and smart services, as well as how to plan and build…
Andy Mulholland
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The Foundational Elements for the Internet of Things (IoT)

Data to Decisions
Defining and setting the primers for IoT, gaining business value, from real-time data events This report offers a comprehensive primer of the IoT market, providing a solid foundation for companies to fully understand the definition and foundational technology of IoT. To…
Andy Mulholland
Quarks

FIDO Update: The Identity Management Consortium Sets the Standard

New C-Suite
The Leading Identity Management Alliance Puts Its Specifications into a Free, Open Standards Process The FIDO Alliance is the most important Identity Management (IdM) consortium in an industry that has seen many associations over many years. Comprising technology vendors,…
Steve Wilson
Quarks

IBM Buys The Weather Company, Advancing Its Insight Economy Strategy

Data to Decisions
Weather and Location as Context Attributes That Drive Insight Economies, IoT Business Models, and the Future of IBM On October 28, 2015, IBM announced its intent to acquire privately held, Atlanta, Georgia- based The Weather Company. The deal, with an estimated value…
R Ray Wang
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Should the Chief Marketing Officer Oversee the Whole Customer Experience?

Data to Decisions
The Risks and Rewards of Leading an Organization to Deliver Superb Experiences that Keep Brand Promises  The shift to digital marketing, electronic commerce, and social media and mobile interactions continues to bring a massive transformation to how brands and…
Dr. Natalie Petouhoff
Vendor Profile

Bluenose: Customer Success Management for a Post-Sale, On-Demand, Attention Economy

Next-Generation Customer Experience
Vendor Profile: Bluenose Understanding Which Customer Success Management Approach Fits Best Bluenose Analytics offers a customer success platform that allows SaaS business to manage customers with complete visibility, a robust early warning system, and built-in playbooks…
Dr. Natalie Petouhoff
Vendor Profile

Totango: Customer Success Management for a Post-Sale, On-Demand, Attention Economy

Next-Generation Customer Experience
Vendor Profile: Totango Understanding Which Customer Success Management Approach Fits Best Totango, a vendor of cloud software for Customer Success Management (CSM). With subscription and recurring revenue models on the rise in software, Totango helps clients improve…
Dr. Natalie Petouhoff
Vendor Profile

ServiceSource: Customer Success Management for a Post-Sale, On-Demand, Attention Economy

Next-Generation Customer Experience
Vendor Profile: ServiceSource® Understanding Which Customer Success Management Approach Fits Best ServiceSource® provides B2B companies with technology- enabled services, cloud software and best-practice processes to improve customer success,…
Dr. Natalie Petouhoff
Vendor Profile

Gainsight: Customer Success Management for a Post-Sale, On-Demand, Attention Economy

Next-Generation Customer Experience
Vendor Profile: Gainsight Understanding Which Customer Success Management Approach Fits Best Gainsight is one of the leading vendors of Customer Success Management (CSM) software. Gainsight helps businesses grow faster by reducing customer churn, increasing upsell…
Dr. Natalie Petouhoff
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Experience Management: How to Deliver Integrated Customer Experiences

Data to Decisions
Transform Ordinary Experiences into Superb Experiences That Keep Brand Promises  The shift to digital marketing and commerce as well as mobile interactions brings a massive transformation to how brands and organizations engage prospects and customers. Customer experience…
Dr. Natalie Petouhoff
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Continuity of Customer Experiences Drives the Future of Commerce

Matrix Commerce
How Improving Online Customer Experiences Boosts Customer Loyalty and Revenue in Matrix Commerce  In a recent survey over 150 marketers, e-commerce, customer service and online professionals reported that their e-commerce system did not satisfactorily&nbsp…
R Ray Wang, Dr. Natalie Petouhoff
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Customer Data: The Missing Link to Strategic Success

Data to Decisions
Harness the Power of Every Organization’s Most Strategic Asset Organizations seeking to grow and differentiate their businesses can no longer afford to mistreat their customer data. In fact, as customers have evolved and in many cases moved on, new…
R Ray Wang
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FIDO Alliance Update: On Track to a Standard

Future of Work
Identity Management Leader Publishes Specifications, Launches a Certification Program, and Attracts Support in Microsoft Windows 10  Download the full report for a limited timeConstellation is the only research firm covering the advances of the FIDO Alliance.The FIDO…
Steve Wilson
Quarks

The State of Marketing in 2015

Marketing Transformation
Driving Excellence in Customer Experiences a Top Priority for Executives  This report identifies seven trends influencing the future of marketing, and explains how organizations should prioritize customer experience in the digital age. Constellation's state of…
Dr. Natalie Petouhoff