The COVID-19 pandemic put organisational change into hyperdrive. Businesses were compelled to move to work from home or hybrid working models, which changed the entire flow of work as it became dependent on technology. As the contact centre is no longer one touchpoint in the customer journey, it fails without chain management....
Published: Sep 27, 2021
The effects of the pandemic have greatly accelerated the pace of change in contact centres, and there is no going back to how things were. Deprived of the ability to visit physical stores and offices, customers turned to the contact centre and companies' websites to answer their queries. The agent role in the digital...
Published: Sep 27, 2021
When the pandemic forced a seemingly overnight exodus from in-person to online, consumers and businesses were thrust five years forward in digital adoption. This guide will explore today’s new customer experience reality, how to succeed in today’s new reality, and how the path to differentiated CX is the contact...
Published: Sep 27, 2021
Prior to 2020, customer personalisation was a nice thought. However, the global pandemic shifted everything. Customers and businesses made the switch from in-person to online whilst customer behaviours changed rapidly. Customer expectations outpaced experiences companies could deliver and a new bar was set for expectations...
Published: Sep 27, 2021
In recent years, the role of CIO has evolved to meet a wider set of responsibilities and aspirations. The pandemic has played its part with the acceleration of digital transformation projects. However, the shift in expectations of user experiences are continuing to drive change. Therefore, CIOs are now charged with the...
Published: Oct 28, 2021
This infographic explores the linear customer journey alongside today’s customer experience expectations. Leading CX experts will help you understand and integrate changing digital-first customer preferences to build relationships that last.
Download now and identify how you transform every experience throughout...
Published: Sep 27, 2021
Interactions between consumers and brands are increasingly playing out across a wide variety of different online touchpoints, channels, and platforms. This whitepaper explores key trends impacting email marketing, alongside what makes it unique and powerful. It also explores how you can make the most of data whilst building...
Published: Sep 24, 2021
Customers have embraced technology to manage all aspects of daily lives, setting off a digital disruption that forever changed how businesses interact with them. Not only do customers want you to be as digital fluent as they are – they expect more personal service, too. To help you navigate the workforce changes...
Published: Sep 27, 2021
Today’s digital fluent customers have high expectations and are the least loyal of all groups. Great CX is the key to retaining digital-fluent customers who leave the moment their expectations aren’t met. Our concise guide to omnichannel will allow you to evaluate whether your system drives the seamless omnichannel...
Published: Sep 27, 2021
Recipes for Modern Marketing success? Coming right up! No matter how you slice and dice it, Modern Marketing success depends on the techniques and ingredients you use. We scoured kitchens far and wide to bring you the top chef recipes for success in sales and marketing alignment, kitchen prep, shared experience, lead lifecycle...
Published: Dec 02, 2015
Effective senders of mail employ focus and use data driven analytics to achieve not only effective delivery of mail but improved open, click, and conversion.The techniques shown in this infographic are part of the formula that help senders achieve the best possible results for their email advertising spend.
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Published: Oct 14, 2021
Für den Aufbau eines erstklassigen Marketingprogramms ist es unerlässlich, sich mit den Besten zu vergleichen --- doch Daten zu Mitbewerbern sind schwer zugänglich. Mit der exklusiven Benchmarkstudie von 2016 zu Kennzahlen beim E-Mail-Marketing - “2016 Email Marketing Metrics Benchmark Study”...
Published: Jan 18, 2017
Amplitude is a product intelligence platform that helps teams around the world use their customer data to understand user behaviour, customer retention, revenue, and more.
To better understand the benefits and costs associated with an investment in Amplitude, Nucleus conducted an in-depth return on investment...
Published: Oct 13, 2021
One of your biggest opportunities to deliver a superior experience is through customer service, and traditional CRM just isn’t cutting it anymore. In this eBook, Farrell Hough, Senior VP Customer Workflow Products at ServiceNow, discusses the need for purpose-built customer engagement technology and processes that...
Published: Apr 01, 2021
