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Transforming Customer Experience : The Convergence of Social
An Oracle White Paper ... The Convergence of Social, Mobile and Business Process Management: Transforming .... While these technologies are still in a nascent state, BPM and service oriented architecture (SOA) solutions are well established, providing a history of ... Such inconsistent experiences result in lower customer.
bpm-for-integrating-experience-1891063.pdf

White paper: Customer Care in a Social World: Are We - Oracle
degree view of the customer and providing a consistent customer experience across ... model, attempting to “bolt on” social media as an ancillary process. ... Services Industry Association, “Social Media 2011: The Technology Services .... are not integrated across the organization, and there is no way to share business.
customer-care-in-social-world-wp-1560495.pdf

The Five Imperatives To Delivering Great Customer Service
A Forrester Consulting Thought Leadership Paper Commissioned By salesforce. com ... Solid Technology Is A Lynchpin To Providing Good Customer Service . ... One successful way to move the needle and deliver an improved customer .... inconsistent business processes to respond to customers via social channels.
FiveImperatives_SalesforceTLP.pdf

The Digital Transformation of Customer Services - Deloitte
digital age has transformed the way customers shop and share their experiences ... buying process using websites, blogs, vlogs and social platforms. By the time ...
deloitte-nl-the-digital-transformation-of-customer-services.pdf

Business Process Services: A Value-Based Approach to - CGI
In this white paper, we examine how your business can be improved through business process ... 4. Key enablers of a successful business process service ...
value-based_approach_to_process_improvement.pdf

How Digital Is Quickly Reshaping Customer Experience Processes
support processes, digitally-savvy companies can create unprecedented levels of new business value and significantly elevate ... This white paper details six practical strategies ... Six Ways to Recode Key Support .... customer insights from its social efforts and then ... and is committed to providing white-glove service.
how-digital-is-quickly-reshaping-customer-experience-processes-codex1182.pdf

Boost IT Visibility and Business Value with Service - ServiceNow
White Paper ... productivity, and find new ways to generate revenue and profits. ... Gartner writes, “Transparent governance processes and budget and ... An effective service catalog enables IT to deliver business services that are more ... ITIL v3 states that “Services are a means of delivering value to customers by facilitating.
Boost_IT_Visibility_and_Value_with_a_Great_Service_Catalog.pdf

ESG White Paper: Customer Service & Support in the Age of IT-as-a
July, 2012. This ESG White Paper was commissioned by EMC ..... In the services arena, vendors do assist customers in business process optimization. ... innovation include opening new lines of communication like providing self-help resources, online, multi-lingual ... and all the way through customer service and support.
esg-emc-customer-service-072012.pdf

White Paper Template - Interactive Intelligence
Enterprise-grade Cloud Services for Collaboration, ..... Another way is PureCloud Social Customer Service, which makes social agent profiles available to customers .... Business process automation – Make productive use of the PureCloud .... Amazon leads the industry in providing data center services that are astounding.
interactive-intelligence-purecloud.pdf

Multi-channel enablement BPM way - beyond enterprise - Mindtree
partners, spanning organization boundaries and deliver business processes participation through ... This whitepaper provides a view on how enterprises.
mindtree-thought-posts-white-paper-multi-channel-enablement-BPM-way-beyond-enterprise-boundaries.pdf

How to drive innovation and business growth Leveraging - PwC
Innovation can manifest itself in multiple ways, whether in a technology change that ... services you deliver, or a business model change that defines the value you deliver. .... Social networks have taken the business process of innovation and entirely ... Examples include support networks powered by customers and new.
pwc-oracle-innovation-white-paper.pdf

The Aware Customer Experience - Avaya
the customer experience a cost of doing business rather than a strategic driver of business ... social media, consumers also expect businesses to support almost any ... In this white paper, we ... Awareness can happen in many ways, including: ... The process of achieving full customer awareness is a journey that includes a.
avaya-aware-customer-experience-cc7440.pdf

Evidence-Based Service - Kana
Importance of Aligning Customer Service Processes with Brand. 4 ... This paper will discuss how process management, social monitoring, customer ... to becoming a services economy. ... In this business reality, it is crucial that each customer interaction matches ... with your brand in a way that resonates with your customers.
kana-evidence-based-service-listening-to-customers-whitepaper-en-us.pdf

The Road to Improving the Customer Experience While - TeleTech
WHITE PAPER ... do business with, and they expect streamlined and consistent service across the ... Customers contact Logitech to inquire about its return policy, request support ... customer care, Logitech, put it this way, “Our costs for care across multiple ... The team created a standardized process for collecting, analyzing,.
white-paper-being-smart-road-improving-customer-experience-while-increasing-efficiency.pdf

Four Reasons Why Proactive Customer Care Means - Aspect
WHITE PAPER ... service representatives (CSRs) to interact in new ways with customers, the differentiated ... Proactive customer care is more than a “feel good ” benefit. Here are four reasons why this strategy makes good business sense, along with some ... Evaluate your current business processes for customer service.
aspect-4reasonsproactivecustomercare-wp.pdf

Business Networks: The Next Wave of Innovation - sap discover
Nov 1, 2014 ... White Paper ... The disruption reaches into all business processes and ... way today we're seeing changes that impact society and social ... social networking ( ESN) software / services, companies are finally .... for sales, marketing and customer service and is an important part of providing a full view of the.
IDC-Whitepaper-Business-Networks-Next-Wave-of-Innovation.pdf

OC-wipro white paper service orgs
Before long, the head of the services business will report to the. CEO. ... white paper charts how service organizations can transform themselves into a.
transforming-service-organizations-to-next-generation-operations.pdf

Connecting to Better Customer Service - CenturyLink
They're able to transform customer service and boost bottom-line profits. Confronting ... including voice, e-mail, paper forms, e-forms, Web-based self-help , online chat, instant messaging, social network- ... business processes and create systems and workflow that ... way toward tailoring products and services appropriately.
connecting-to-better-customer-service-wp091048.pdf

Achieving Business Value with Avanade's Application and
IDC White Paper | Achieving Business Value with Avanade's Application and ... adopting new technologies, including mobile, social media, cloud, and analytics. ..... processes that Avanade utilizes to ensure that a customer's managed ... infrastructure and providing new ways for the organizations to consume these services.
idc-managed-services-white-paper-(1).pdf

Transforming Collaboration Through Strategy and Architecture - Cisco
White Paper ... continue to advance, new themes are evolving that challenge the way ... For CXOs, this is a call to rethink business models, processes, and cultures. ... Often the terms unified communications, Web 2.0/Enterprise 2.0, and social .... An example is providing availability presence within a customer relationship.
Transforming_Collaboration_through_Strategy_Architecture.pdf

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