Digital Transformation

“Gartner predicts that by 2020, 75% of businesses will transform to digital — or at least be preparing for the change." Unfortunately, only 30% of those attempts will be successful. A revolution is happening and Digital Transformation is changing the way businesses work. The last few years has seen digital disruption drive change across every industry. Whatever your line of work might be, the digital revolution is threatening the status quo. With 87% of companies surveyed viewing digital transformation as an opportunity to gain a competitive advantage (Capgemini Digital Talent Gap Report, 2015), and 27% of senior executives finding it tantamount to the survival of their business – the need to transform is clear. In order to remain competitive, you must become fully digital. For some though, the challenge of digital transformation seems daunting, with 77% of companies believing they lack the crucial digital skills to undergo any real level of change, and more than two thirds of staff believing that the digital knowledge of their senior management is average at best. Digital Transformation+ from February 23rd – 25th 2016, is London’s only cross-industry conference bringing together senior transformation experts from the UK and beyond to discuss these new challenges. Download this guide to read about: Re-invent your operating model to become truly digital and break down silos to gain support from your senior management to achieve complete transformation Develop your digital strategy to gain a competitive advantage and improve your customer experience by serving your customers across rapidly evolving digital touch points Re-engineer your processes for digital across the organisation to result in better efficiency, increased productivity and oversight Create more agile processes to become more innovative and bring new products and services to your customers quicker Request Free!

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An Analysis of Telefonica's Transformation from Traditional to Digital Telco

Increasing the success ratio of a marketing campaign run by the UK’s fourth largest supermarket by 150% and changing the way Brazil provide transportation services to commuters is no easy task. However, Telefonica continue to take tasks like this in their stride as they dominate the world of telecommunication companies using insight from aggregated data to influence the businesses around them. Just how does Telefonica do it and better yet what lessons and top tips can you learn from them?  In an exclusive interview with CX Network, Alejandro Moreno Maroto, Global Head of Innovation and Business Development, Telefόnica, shares how the company are forming cross-industry business partnerships and using smart analytics to change the business model of some of the worlds biggest brands like Morrisons and Nestlé.  Request Free!

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Customer Experience Transformation: Travel & Leisure

Are you working in the Travel and Leisure space and dealing with Customer Experience on a day-to-day basis? Do you want to learn more from the competitors and build B2B connections? Or simply want to stay ahead of the curve by being the first to follow through on the latest customer needs and desires? Great news, we are bringing our famous Customer Experience Transformation event to you! Taking place in London 24-25 February 2016 this meeting is designed to address the challenges that Heads of Customer Experience face. No theory talks, only real-life case-studies covering a range of topics from personalisation, cultural change, multichannel management, employee engagement, digitalisation and so much more.   Join the 50+ top companies to take your customer experience management to the next level, learn about upcoming trends and take away the key lessons to promote back in your own company. Moreover, address those questions that you have been working on and haven’t yet found the best solution by networking with thought leaders who have experienced these and already have a strategy in place. Request Free!

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How Thomas Cook's Customer Experience Strategy Took Flight

With more and more holiday providers appearing on the market each year competition in the travel industry is fierce. Customer experience and the ability to deliver and exceed expectations are vital to achieve loyalty, retention and stay ahead of competitors. With insight from David Spickett, Head of Lean Capability at Thomas Cook who “came to the conclusion they were letting their customers down in a lot of places,” this article looks at the steps Thomas Cook took to combat negative customer experience, the lessons learnt and the results of completely transforming their business in 75 destinations across the world. Request Free!

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Come Fly With Me: How British Airways, Virgin Atlantic and Ryanair Distinguish Themselves Through Customer Experience

The travel industry, like many others, has been disrupted by digital innovation. In this CX network whitepaper, we speak to Abigail Comber, Head of Customer, British Airways; Rueben Arnold, Senior Vice President Marketing & Customer Experience, Virgin Atlantic and Kenny Jacobs, CMO, Ryanair, to find out just how they plan to distinguish themselves from the competition through the customer experience they provide. What lessons can you learn?  Request Free!

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Customer Experience Management in Telecoms: Latin America

Entel developed an omni-channel steering committee to align the priorities of different departments and achieve the #1 customer service ranking among Chilean telecoms operators Telefonica Colombia migrate their customers to self-care channels to reduce the time and cost to serve whilst enhancing customer satisfaction Cable & Wireless El Salvador are moving from an outsourced to insourced contact centre model to gain additional control over their customers’ experience This is your chance to hear from Latin America's CEM in telecoms leaders how to improve the quality of service you deliver across multiple channels with limited spending, and find out how new online channels can reduce the cost-to-serve each customer. Request Free!

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Cumbre latinoamericana de gestin de experiencia de cliente en telecomunicaciones

Entel desarrolló un comité directivo omnicanal para alinear los diferentes departamentos y alcanzar el puesto #1 en el ranking  de atención al cliente entre los operadores de telecomunicaciones chilenos. Telefónica Colombia emigró sus clientes a canales de atención automatizada para reducir el tiempo y costo de atención al mismo tiempo que mejora la satisfacción del cliente. Cable & Wireless El Salvador está migrando de un modelo de centro de atención tercerizado a uno interno para ganar control adicional sobre la experiencia de sus clientes Esta es su oportunidad para aprender de los líderes en CEM en telecomunicaciones de América Latina  cómo mejorar la calidad del servicio que usted brinda a través de múltiples canales con gastos limitados, y descubrir cómo los canales en línea pueden reducir los costos de atención de cada cliente. Request Free!

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How Much Does It Cost to Create a Mobile App?

Downloads from Apple store are constantly increasing, as well as downloads from Google Play and other stores from mobile operating systems. The reason for this is quite obvious. If you are aimed at success, you should consider mobile app development. Request Free!

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Top Insights For the World's Leading Executives

As we look back on our most recent research this year, one sentiment sums up what we’ve heard around the C-suite: “It seems more difficult to get stuff done; we just feel really slow.” In CEB’s annual edition of Top Insights for the World's Leading Executives, we’ll share three trends slowing down executives, and insight into how the best leaders are overcoming the challenges for a fast start in 2016. Request Free!

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Big Data and Analytics Insurance

What is your top focus for 2016? Gaining detailed customer insight to increase competitiveness and become more customer-centric? Transforming your people and processes to become more data-driven? Reducing risk and the costs associated with renewals, claims processes and fraud prevention through more thorough analysis? Getting to grips with an increasing mass of data from multiple, complex sources Most likely you are focused on a combination of all of the above… In fact, it is highly probable that like most insurance companies, your company recognises that Big Data and analytics are the amongst the most effective ways bridge the gap between you and your customers, lower enterprise-wide risk and remain competitive. It is probably a fair assumption too that your role has never been so challenging. Attend Big Data and Analytics for Insurance and over three days learn how insurance companies can drive data-based intelligence achieve all the above. Whether you are further along the analytics maturity curve, or simply embarking on your data analytics journey, this forum will provide you with all the tools and techniques you need to develop a best in class analytics strategy. Request Free!

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How To Manage Social Customer Service

Customer service on social media channels is now a necessity. Customers demand that brands respond to issues across channels. More and more that means customer service on social media. Social has a number of advantages for customer service, but also some major challenges. We break down what brands need to consider when planning to implement or optimize customer service on social networks. The handbook covers how brands can structure their social media customer care teams, what they should look at when hiring, where it should live in your organization and more. Request Free!

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The Fundamentals of Effective Real-Time Marketing

Real-Time Marketing gets talked about a lot, but few brands are managing to do it well. We look at why good RTM marketing that drives deeper engagement and helps brands reach new audiences is such a challenge. The handbook examines the brands that are doing real-time well, and the elements that are crucial to their success, both in terms of content and strategy, with examples from RTM leaders. It goes through key considerations for creating an effective real-time marketing program including planning, processes, and putting together a team. Download the handbook now. Request Free!

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Understanding Social Media ROI

Measuring the ROI of social media marketing is critical to improving your social strategy. Complete and accurate measurement of the impact of social media marketing is a challenge for many brands. No one tactic or tool allows you to comprehensively measure the ROI of social media marketing. But by breaking down the goals of your social strategy, establishing appropriate metrics, and setting up the right tools and processes, you can get a handle on Social ROI for your brand. This handbook offers effective strategies for measuring the impact and return on investment for all your social media marketing activities. Request Free!

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How To Create A Social Content Strategy For Your Business

Do you want to develop a strategy that drives engagement and build your brand on social media? This eBook enables you to develop a strategy that accounts for the full cycle of content creation - from idea and planning, to strategy and performance measurement. We analyze successful content from social media and inspire you to generate new content ideas that will resonate with your audience. By defining a purpose, you can align your content with your social media strategy and business goals. As your strategy is developed, we focus on the tone of voice & visuals as it creates consistency in the way you communicate. When the proponents of your content strategy has been defined, we focus on how you can create an editorial calendar and activity plan to ensure that your content is posted regularly. This ensures that the engagement between content and audience is constantly maintained and improved. Once your social content strategy is developed, we highlight the metrics and tools you need to monitor to revise and advance your strategy. Get the book now and start developing your social content strategy. Request Free!

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Speaking Like a Pro: How to Find Your Voice and Rule the Room

Join bestselling author Michael Parrish DuDell in this live webinar as he shares real-world strategies for improving and enhancing your public speaking skills. Date: Tuesday, December 8, 2015 Time: 10 AM (PST) / 1 PM (EST) Request Free!

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The 2015 Social Media Marketing Starter Kit

“The 2015 Social Media Marketing Starter Kit” includes the “Getting Started with Social Media” eBook plus 3 other resources to help you jump start your social media marketing strategy. Social media provides a new set of tools that businesses can use to connect with their customers and the general public. Social media tools can be used to get new customers, increase sales, and turn existing customers into your most powerful sales team. But social media is about more than just using these new tools. Social media requires a new way of thinking about your business and your customers. This kit will help answer questions like: Why should my business use social media? How is social media different from other ways that I talk with my customers? Should I learn social media myself, or should I hire someone to do it for my business? What do I talk about on social media? How can I build a successful social media program customized for my business challenges? Plus much more! The following kit contents will help you get started on your social media marketing strategy right away: Getting Started with Social Media The Advocate Marketing Playbook 5 Tips for Setting Measurable Social Media Goals The 5 Principles of Engagement Marketing Request Free!

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Research eBook: The Product Content Edge

In this new eBook, find out what brand manufacturers are thinking about the new eCommerce challenges and how the Best of Breed Brands are getting out in front of them. Download this research to see: The “Frenemies” indicator: How brand manufacturers feel about retailers' demands for more detailed content More, more, more: How brands expect to grow their sales over the next two years Ecommerce readiness: Where brands stand on their perceived readiness for the future of ecommerce Best of Breed benchmarks: How brands that are prioritizing the product content challenge measure up vs. those who are not Get smart. Arm yourself with the latest research from 200 of the top brand manufacturers as you're making your 2016 ecommerce growth plans. Request Free!

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5 Essential Tools for E-Commerce Success: How One eCommerce Leader Is Attacking the Product Content Challenge

Read this interview with Garrett Bluhm, the head of eCommerce at Hyland's to learn about some of the top tools he takes with him from job to job. Request Free!

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What High Quality Outbound Sales Reps Look Like

Having an amazing outbound sales rep working can be a game changer. As he or she turns warm leads into opportunities, your sales team finalizes deals faster. That rare person not only greases the wheels of your sales mechanism, but gels with your culture too. The impact on your business is undeniable. Request Free!

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The Click-to-Call Playbook for Paid Search

Click-to-call has revolutionized paid search. Consumers are clicking on “Call” buttons from search ads and landing pages by the billions. To stay competitive, marketers must change their desktop-centric thinking and adopt new mobile-first ad, bidding, and attribution strategies for click-to-call. Use this new playbook from DialogTech to get started.  Learn proven strategies to drive calls and revenue from paid search, including: How to take advantage of new AdWords and Bing ad formats for click-to-call Targeting and bidding options to drive call conversions The key data around phone calls you must capture to prove and optimize performance Ways marketers are controlling the in-call experience to convert more callers to sales Request Free!

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Free eGuide: The Definitive Guide to Location-Based Social Media Monitoring

Location-based social media technology allows you to quickly filter through the noise of big social media data to find and assess only what matters to your organization. Only a handful of the more than 250 social media monitoring tools available use location as the primary filter, and of those, only a few do it well.  Social media data without the context of location is overwhelming. This eGuide will show you how to effectively evaluate, select, and use this critical new platform. This eGuide will teach you: Key differences between social media monitoring and GeoSocial media monitoring How location-based social media monitoring works Common myths about using social media monitoring tools Must have features and capabilities when comparing solutions Practical use cases for almost any industry Request Free!

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The Customer Engagement Imperative for Financial Services

Insurance and Banking have historically been sellers' markets, but times and customer expectations have changed. The past decade has seen the industry transform into one where the customer wields substantially more power. Organizations seeking to remain competitive must better engage their customers using an omni-channel approach, numerous touchpoints, real-time data, and digital marketing to connect in ways similar to other retailers. The marketplace demands it, technology enables it, and leading edge influencers are making it happen. Request Free!

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Hidden Dangers Lurking in E-Commerce - Reducing Fraud with the Right SSL Certificate

On the Internet, it is easy to pretend to be someone you are not. Looking at the way we all interact online, it's important to understand the threat landscape and help the industry take the required action. The fact is that e-commerce can prove to be extremely compulsive – buy something now! With cost, time until delivery, and returns policy often highest up the agenda, security is typically an afterthought at most. It's no wonder that the cyber criminals have moved in en masse, lured by the easy pickings and riches to be had. And it's this movement that makes security and particularly the use of security online more important today than ever before. Request Free!

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Social Media and HR - Friends or Foes?

But there are also risks, such as the potential to damage the company's reputation and brand, lose intellectual property, or invite lawsuits by employees, job applicants, or customers. From an HR perspective, it can be hard to tell if social media is your friend or your foe. This white paper discusses how HR can use social media and how it can go wrong. Request Free!

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The 59 Commandments of Business Marketing -- Sales Edition

This month we’ve devoted the entire issue to sales. If you’ve never hired a dedicated salesperson before, you won’t want to miss our cover article with tips for hiring a sales rep. Looking for sales tools and apps? We have nine to suggest. And we have insights from the CEO of one sales app, PipelineDeals. This month we have results from a SurePayroll survey about the size of the sales commissions small businesses pay. The numbers may surprise you. We bring you a fresh update to one of the all-time most popular articles on the Small Business Trends website, with 59 tips for business networking (see why it’s so popular!). And there’s lots more.   Request Free!

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Affiliate Holiday Playbook 2015

Make this holiday season a success with key affiliate marketing tips for mobile, social and in-store shopping. Mobile shopping delivers new surprises each holiday season. And the rate of growth is projected to reach an all-time high of 56%. Preparing your affiliate experience for holiday shopping—across all devices—will be a different task this year. Download the eBay Enterprise 2015 Affiliate Marketing Holiday Playbook for the latest trends & tips for delivering a successful Peak. Request Free!

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Design Crimes: How to Fix 12 Common Survey Mistakes

Everyone thinks they can effectively build a survey programme from start to finish, but there are several common mistakes that can be made that you don't even realise. In this eBook, explore the top 12 common mistakes made by people while building a survey. Learn useful tips, tricks and advise that can lead you on the path of successful feedback programme. Request Free!

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Flip My Funnel - Guide To B2B Account Based Marketing

One of the most pivotal changes of our time has been the transition away from a traditional, lead based sales and marketing funnel, where leads come in the top and follow a linear path from awareness to purchase. This traditional approach bears one primary goal in mind: to capture as many leads as possible at the top of the funnel and drop them into the sea of marketing and sales communications. Request Free!

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5 Ways AdTech Can Scale Account-Based Marketing

How can marketers be everywhere their buyers are during the selling process — and reach all of the necessary decision makers — without being intrusive? In this guide, you'll learn how: Salesforce maximized event ROI through ABM campaigns. RenterUp built awareness for their new startup. Insightpool improved awareness through account nurturing. SalesLoft increased reach and drove marketing/sales alignment. Kevy was able to wake dead leads and drive ROI. Request Free!

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The Beginner's Blueprint To Account-Based Marketing

So what exactly is account-based marketing? This eBook answers that question and also offers helpful insights on how to: Drive more revenue by aligning your sales and marketing teams around a common set of goals Create a customer experience that will turn your best customers into advocates and drive more accounts back to the top of your funnel Expand your reach to deliver your message to key decision-makers on their terms Jumpstart your campaigns with innovative ideas that have been field tested by modern marketers just like you Measure and Optimize Results to continually improve your campaigns and make you look like a marketing rockstar Request Free!

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The Ultimate Quest for Smarter Survey Data

There are a lot of uses for surveys, but their objectives are all the same: to provide first hand insights. Read this short playbook to learn how to transform survey data into smarter decision making. Discover the common pitfalls and four qualities that make survey data easier to analyse and understand. Request Free!

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Mastering the A.R.T. of Employee Surveys

Giving your employees a voice is a necessary step toward retaining and empowering them. However, several organisations miss the essential components of an employee survey programme. Read this whitepaper to learn how you can build your own successful feedback programme; after all, the voice of your employees is an invaluable tool, so start listening to them before someone else does! Request Free!

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eBook: The Power & Confidence to Let Data Drive Marketing

The proliferation of marketing technology has created a big-data for marketing tsunami, and if not prepared you will get crushed. Marketing technology industry leaders are talking more and more about the role of centralized and always-on data management, and for good reason. In this eBook, you will learn: The new B2B marketing mandate How to solve your toughest data problems once and for all How to maximize the investment already made in marketing automation What is data unification and why you should care How to obtain and leverage a 360⁰ customer view How does data management impact your ability to tie marketing efforts to revenue The core components of strategic data management Request Free!

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Relying on Marketing Automation? You Need Marketing Data Management and Here's Why.

Many B2B Marketers understand the importance of a marketing automation platform and the impact it has on demand generation. However, marketing automation is severed by data limitations, causing a major impact to demand generation results. In this eBook you'll learn: The Impact of Raw, Untargeted Data Importance of Data Completeness Data-Driven Marketing Download it today and learn more at www.ReachForce.com. Request Free!

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42 Rules of Marketing (2nd Edition) Usually $9.99, FREE for a limited time!

The 42 Rules of Marketing is a compilation of ideas, theories, and practical approaches to marketing challenges the author has been collecting over the past 17 years. The idea was to create a series of helpful reminders; things that marketers know we should do, but don't always have the time or patience to do. The concept of the 42 rules is that almost anything in life can be summarized into 42 distinct ideas that capture the essence of the topic. This offer will only be available until 11/20. Request Free!

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Winning the Webinar: How to Prepare, Promote, and Produce Compelling Online Workshops - Michael Parrish DuDell

Hosting captivating, high-value webinars can be one of the most powerful ways to grow your business, attract new customers, and improve workplace culture. But not all online workshops are created equal. In this webinar, entrepreneur, keynote speaker, and bestselling author Michael Parrish DuDell takes participants behind the scenes to reveal his most valuable training techniques. From preparation and promotion to production and measurement, Michael shares actionable strategies that any person or organization can use to effectively and efficiently win the webinar. Date: Thursday, November 12 Time: 11AM (PST) / 2PM (EST) Request Free!

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5 Social Audiences Brands Can't Afford to Ignore

Gain valuable information from some of the top marketers and learn how to listen to and leverage the attention of some of your most important audiences, including: Prospects Customers Competitors Influencers Employees Request Free!

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7 Email Campaigns to Make Your Loyalty Program Matter More to Members

A loyalty program without a set of communications to make it work is like having a beautiful tenor serenade an empty forest. Just as the quality of a tenor’s voice can be incredibly moving, a well-planned communications strategy will fuel your loyalty program. There are seven loyalty campaigns that every loyalty program should include in a life cycle communications strategy. Each campaign is designed to influence a specific type of behavioral response from loyalty program members, based on where they are within the customer life cycle. For each of these campaigns, there is one psychological principle that is of paramount importance to the success of the campaign.  Communicating with your members involves strategy. Developing campaigns that span the entire customer life cycle for your loyalty program is the first part of that strategy. Understanding psychological influencers and applying that knowledge to your campaigns can not only improve your engagement among existing members, but grow your membership as well. Request Free!

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Unlock the Hidden Customer Experience - Colin Shaw

Join this webinar to hear author Colin Shaw explore the new science of behavioral economics and its impact on customer experience. As a bonus, everyone attending this session will get a free copy of Colin's book, “Unlocking the Hidden Customer Experience.” Date: Tuesday, November 10 Time: 10 AM (PST) / 1 PM (EST) Speaker: Colin Shaw, Founder and President, Beyond Philosophy Request Free!

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Voice of the Customer: Big Data as a Strategic Advantage

It's time to learn how to do more with your feedback and operational data. As customers increasingly use new technology tools and interaction channels to engage businesses (and one another), the role of Voice of the Customer programmes has elevated to new heights. Download this Aberdeen Research report and learn why a Voice of the Customer programme is key. Request Free!

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Making a Business Case for Customer Data Management in Marketing

This white paper provides everything you need to build a business case for customer data management, including: What organizational data maturity is and how it benefits the business Actual performance outcomes of data-mature organizations Data maturity's quantifiable impact on targeting, nurturing and close Take this first step to better data management and move a mile forward in business growth. Request Free!

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Lean Content Marketing

Getting your content machine up and running is tough. Many marketers, in both large organizations and small, lack the budget, resources, and time to implement a content strategy that can truly drive leads through all stages of the funnel. Luckily, by learning to leverage the resources you already have and doing more with less, even marketers with limited resources can start to create the content needed to fuel demand. Request Free!

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Definitive Guide to Mobile Marketing

As a marketing channel that commands plenty of dedicated attention, it's vital that marketers understand how to effectively market on mobile. Mobile is quite possibly the most personal channel that exists—it rests in someone's pocket, sits next to their bed, and gets checked consistently throughout the day. This makes marketing on mobile incredibly important but also nuanced. Request Free!

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The Definitive Guide to Engaging Email Marketing

Not all email is created equal. Customers and prospects have learned to filter out noise, so your email needs to be more trusted, more relevant, and more conversational. Download The Definitive Guide to Engaging Email Marketing and take your email marketing to the next level. You'll learn: How to keep email relevant in a multi-channel world 5 key ways to make your emails engaging How to create conversations and not campaigns The latest research and tips on subject lines, mobile optimization, avoiding spam filters, and more The new metrics of email marketing Request Free!

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The Definitive Guide to Digital Advertising

Loaded with checklists, charts, and thought leadership from digital advertising experts, The Definitive Guide to Digital Advertising will teach you how to create strategic and dynamic digital advertising. Download The Definitive Guide To Digital Advertising to learn: What makes up digital advertising How to create your digital ad strategy The different types of ads you have at your disposal The pricing structures you can expect How to target your digital ads How to design your digital ads The types of ad technology that are available How to test and measure your ads insights from industry experts Request Free!

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Definitive Guide to Lead Nurturing

Use it to look beyond email and incorporate the many channels your buyers use into your lead nurturing strategy—from in-store to mobile to social. By the end you will know how to establish a strong relationship with your buyer to build trust and as a result, deliver more sales-ready leads. Request Free!

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How to Create a Lead Nurturing Strategy

The key to designing an effective lead nurture program is taking stock of your current lead management processes. By asking the right questions, you will not only uncover opportunities for improvement, but the information will also play a critical role in defining issues of workflow. Request Free!

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Definitive Guide to Engaging Content Marketing

Today, marketers can become their own content publishers and develop audiences to attract attention. This benefits them in three key ways: it builds brand awareness, creates brand preference, and expands the brand's reach to more buyers and potential customers at a much lower cost. Request Free!

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The 5 Principles of Engagement Marketing

The most successful companies succeed because they excel during each stage of the customer lifecycle: in acquiring new buyers, in growing their lifetime value, and in converting them into advocates. Request Free!

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The Contact Center Selection Checklist

In this paper, the aim is to remove the clutter and help you understand what is critical to selecting a great contact center and turn this investment into a profit. This will cover: Contact Center basic requirements Process improvements Qualities of a great contact center And much more! Request Free!

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