BUSINESS WHITE PAPER. Contextual e-commerce: The key to an optimized e-commerce channel.

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "BUSINESS WHITE PAPER. Contextual e-commerce: The key to an optimized e-commerce channel. www.coremedia.com"

Transcription

1 Contextual e-commerce: The key to an optimized e-commerce channel

2 THE CONTEXTUAL JOURNEY Today s online customers are empowered like never before, engaging with companies across a range of touchpoints and enjoying the benefits that come from greater price transparency, increased access to information, and personalized content from their social networks and online communities. E-Commerce growth shows no signs of slowing despite the recent financial downturn. According to emarketer forecasts, retail e-commerce in the U.S. is set to grow by 43.4 percent by 2015, with three out of every four of those who go online in the U.S. actively making purchases on the Web. 1 It s clearly not just a U.S. phenomenon either, with the Chinese e-commerce market set to be worth $311 billion by However, to be competitive on the Web and to optimize the conversion of online engagements into profitable interactions companies need to integrate contextaware applications into their online engagement strategies. These applications must address factors such as mobility, social networking and location awareness. Adapting the customer experience to the customer s needs and situation the essence of contextualization is proving to be a critical element of any successful customer engagement approach. It s also important that companies move beyond simply engaging with customers on a transaction-by-transaction basis, and start focusing instead on how context can truly enhance and extend the e-commerce experience for both businesses and consumers. In this paper we will show how a consistent, contextual approach to online engagement for both businesses and consumers can positively impact the e-commerce experience at critical points in the buying cycle. We ll also examine how companies can integrate contextual into their broader Customer Experience Management (CXM) approach to effectively create a self-reinforcing feedback loop that delivers support at every stage of what Forrester Research describes as the journey towards user context. 3 2

3 Context redefines consumer expectations With the continued growth of online retail activity, there s a growing recognition that the e-commerce experience has evolved away from the basic transactional interactions that were typically conducted from PCs via Web browsers. Mobile commerce is the most significant factor in this transformation. The Nielsen Company predicts that by 2015 smart phones will be the primary enablers of consumer shopping engagements and that new technology innovation will generate additional opportunities for retailers and manufacturers. 4 A recent report by ABI Research also reported that mobile shopping will reach $163 billion worldwide by 2015, representing 12 percent of all global e-commerce turnover. 5 This is a fundamental shift in consumer behavior that is dramatically changing the way companies need to approach their customer relationships. The increasing connection between mobile phones and social networks also presents challenges for companies. According to a 2011 report from Citi Investment Research, Facebook accounts for 14 percent of time spent online in the U.S. that s up from 8 percent in 2010, and nearly twice as much share as Google, its nearest competitor. 6 And people are increasingly using their smartphones to access their social networks. emarketer estimates that a little less than 82 million consumers in the U.S. (26% of the population) will access social networks from their phones this year, rising to nearly 117 million by In addition to mobile and social growth, we re also seeing a growing interest in locationbased data, which enables companies to respond to consumer requirements based on where a customer actually is, right now. Google s announcement of its contextual discovery strategy shows that they have clearly recognized that the data generated by location-aware mobile devices can help deliver real context in terms of push-enabled Google results. Similarly, services such as Tripit and FourSquare offer whole new levels of contextual data that companies can factor into their customer engagement activities. Forrester Research draws many of these elements together in a 2011 report, where it highlights technology solutions that allow business to manage and optimize the customer experience through content management, customer targeting, analytics, personalization, and optimization across online, mobile and Internet-connected device touchpoints. Forrester goes on to define the latest generation of Customer Experience Management (CXM) activities as an approach that enables the management and delivery of dynamic, targeted, consistent content, offers, products and service interactions across digitally enabled consumer touchpoints. 8 3

4 Integrating multiple technologies to create a contextual e-commerce approach Analyst firm Gartner Group predicts that the worldwide net economic effect of contextaware computing will exceed $140 billion per year by 2015, and that context will become as influential to mobile consumer services and relationships as search engines now are to the Web. Gartner goes on to project that over the next five years, context will emerge as a game changer in e-commerce and mobile commerce, with emerging context-enriched services using location, presence and social attributes and search to anticipate end visitors needs. 9 By 2015, a combination of emerging technologies and services including augmented reality browsers, new display technologies, enterprise applications, devices, content management and service providers will lay the groundwork for enterprises to address every stage of the e-commerce lifecycle in light of visitor expectations. In order to manage these evolving expectations and remain competitive, companies must be able to manage and deliver targeted content experiences, including contextual e-commerce content, to any consumer touch point on any network-enabled device. Typical areas of application will include: An integrated approach to contextual e-commerce. J JPutting social commerce functions to work by creating public communities on Facebook and Twitter, building out Facebook stores, delivering content on sites such as YouTube, and integrating social content into the mix J JLeveraging advances in mobile technologies, smartphones and tablets to take advantage of mobile Web applications, including contextenriched and location-specific services, to create more sophisticated, situation-aware functions, offers and experiences J JManaging the Customer Interaction Lifecycle across key marketing, sales and service functions to create fully integrated, intuitive online experiences for customers J JDeploying a contextual e-commerce approach to synchronize, update and optimize digital content so that when a customer s needs or context changes, companies can quickly adapt and ensure customer engagement By leveraging these different technology approaches, companies can deliver an enjoyable online experience that goes beyond their consumers initial sales and service expectations. However, given the functional range of today s buying experience, companies will inevitably need access to considerable integration expertise if they are to offer an experience that fully combines key e-commerce, Web, CRM, back-office and fulfillment elements. As online experiences become increasingly driven by business processes and transactions, 10 websites can no longer exist in isolation from the rest of the business. Gartner has already identified over 60 separate e-commerce technologies that can be applied to the contextual e-commerce challenge, which it groups into seven key areas: e-commerce components; the customer Web experience; marketing; sales; service; mobile and social CRM. 11 4

5 Mapping the e-commerce lifecycle In identifying the role of contextualized solutions across the e-commerce lifecycle, it s important not to underestimate the scale of the challenge. Forrester Research has outlined four key phases of the contextual journey for enterprises: the initial Mastering of the Basics, subsequent layering in intelligence, breaking out from traditional PC contexts, and eventually embracing motion as a control mechanism. 12 While contextual e-commerce can clearly be applied to streamline specific stages of the buying cycle, the longer-term winners will be those companies that move more quickly to integrate and apply this technology approach across the entire lifecycle. Contextual e-commerce solutions will be fundamental in delivering relevant editorial content, targeted e-commerce offers and personalized support programs that can be combined to create more lasting and profitable engagements. In doing so, companies will also need to balance the potentially differing goals of e-commerce, marketing and service management. E-Commerce, for example, seeks to increase conversion rates to capture maximum revenue and reduce the individual cost of sales, while marketing aims to engage customers with rich, personalized experiences, and also find ways to optimize their marketing spend through deeper customer intimacy. In the service arena, however, the goals reflect both approaches, with the challenge being to retain high value customers while still reducing the cost of service and educating customers to solve their own problems if possible. Clearly, delivering an excellent online customer experience is essential in achieving any of these objectives, but it has to be consistent, repeatable and deliverable across these core e-commerce, e-marketing and e-service disciplines. Whether the customer engages at the point of sale, via their mobile, by contacting a call center, on a website, by using a kiosk, via or through one of their social networks, the experience has to be seamless across these multiple channels. The reality today is that consumers are increasingly comfortable with multi-channel engagement. They may first become interested in a product or solution after being targeted by an campaign, then check the offer in more detail online, and perhaps go over the specifics with their friends and peers on Facebook. Before making a buying decision they might check online reviews and feedback, actually make the purchase on their mobile device, and then collect their order from a retail outlet. 5

6 Contextual e-commerce scenarios With continued growth of online retail spending, the e-commerce experience has quickly evolved beyond simply transacting; consumers are increasingly going online at every stage of the e-commerce lifecycle to discover new products, conduct research and make price comparisons, as well as to exchange feedback with friends and peers. This extended online presence creates an ideal opportunity for retailers to forge deeper, stickier and more profitable relationships with their customers. However this will require a more comprehensive and context-aware e-commerce platform that can support multiple Web channel processes while still dynamically personalizing each customer s online experience. While many of today s Web applications offer e-commerce capabilities that are enriched by some e-marketing functionality, it s rare to see an approach that factors in comprehensive product marketing content, or that extends support along the buying lifecycle to address ongoing service requirements or scheduled upsell activity. Companies that succeed in integrating comprehensive content management into this mix, and support their customers context regardless of their location or channel will enjoy significant competitive advantage. More advanced companies will quickly identify how context can impact the e-commerce experience in a diversity of ways throughout the customer buying/engagement cycle from initial product discovery through to ongoing support and product upsell strategies. Possible contextual e-commerce applications include: JJTargeted e-commerce content based on CRM data, and customer purchasing histories J JConducting research and price comparisons using a combination of retail Websites, social media recommendations and mobile Web apps for remote access J JImprove conversion rates by delivering contextual editorial content based on location, time-of-day, purchasing history, and stated preferences J JDifferentiated special offers depending whether the consumer is in-store, at home, in a competitor s store J JPersonalized recommendations based on Likes/Recommendations of Facebook friends J JImproved support thanks to more context-aware service staff J JExchanging feedback on websites and social networks 6

7 Contextual e-commerce requires an integrated approach With the rapid growth of online retail spending, the e-commerce sector has realized that the traditional online distinctions between B2B and B2C are fading away along with the need for separate Web channels and parallel processes. The requirement now is to build on a single e-commerce, e-marketing and e-service platform that addresses all key target audiences: JConsumers J allowing consumers to enjoy quick, easy and consistent online experiences across multiple touch points JBusinesses J helping companies to leverage powerful and convenient self-service Web solutions and manage all sales and service interactions from a single place J JWeb Channel Managers easily set-up and manage their Web presence with simple, step-by-step website management Analysts such as Gartner project that such context-enriched services will begin with more basic, single scenarios such as location and will then evolve into more complex deployments that integrate multiple context sources such as location, presence and group behavior. They estimate that, longer term, such context-enriched service will be transformational representing the next frontier for business applications, platforms and development tools. 13 As a result, companies will need to offer an experience that fully combines key e-commerce, Web, CRM, back-office and fulfillment elements. This demands an integrated approach that can deliver contextual e-commerce functionality seamlessly, ready-to-run and integrated directly with existing enterprise ecosystem solutions including inventory systems, customer relationship management (CRM) systems, enterprise resource planning (ERP) systems, and more. 14 Gartner estimates that most companies e-commerce initiatives can have as many as 15 to 20 primary or core integration points to complete a business process, 15 so it s increasingly important for businesses to work with e-commerce solution providers that can deliver close integration with core enterprise applications such as CRM and ERP particularly as the potential number of customer touchpoints and hence integration points increases. 7

8 CoreMedia and IBM WebSphere Commerce: showcasing contextual e-commerce with CoreMedia LiveContext CoreMedia, with more than 17 years of experience in delivering online platforms for leading enterprise brands, provides precisely the kind of integrated e-commerce solution that businesses need and are demanding in order to address contextual challenges. IBM WebSphere Commerce software is a powerful customer interaction platform for online and cross-channel commerce designed to transform commerce by placing the customer at the center of business operations. With powerful, out-of the-box capabilities and easy-to-use business user tools, WebSphere Commerce software offers reliability and flexibility that can scale to address the requirements of virtually any business. To further enhance its capabilities, IBM has partnered with CoreMedia to fuel the delivery of highly relevant, contextual Web experiences. CoreMedia LiveContext enables companies using WebSphere Commerce to optimize their cross-channel performance by infusing every aspect of their customers online experience with rich contextual content. Thanks to CoreMedia s distinctive ability to orchestrate content, effectively manage context, and optimize the online customer experience, CoreMedia and IBM are able to assist organizations in realizing the full benefits of an integrated and optimized online customer experience capability. Working together, CoreMedia and IBM provide a dynamic e-commerce experience management solution to drive brand building and enrich the product catalog, with tools that ensure maximum flexibility of design and layout. 8

9 Shop categories Image Maps for Products emarketing Spots Slide shows and videos Promotions Social Content Product Teasers with Prices Contextual Content and Recommendations Editorial Content Home page and brand page enhanced with integrated contextual, social, and media content. They are shown as an example for the purposes of this document only. Note that blue represents IBM, and green represents CoreMedia. 9

10 Conclusion Thanks to the distinctive ability to orchestrate content, effectively manage context, and optimize the online customer experience, CoreMedia is able to assist companies in realizing the benefits of an integrated, centralized e-commerce approach. For consumers, the emergence of a new generation of context-enriched online services that leverage factors such as the customer s social aspects, search preferences, presence status and location are set to offer a much more enjoyable and relevant online experience. For companies and their service providers, contextual e-commerce opens up the opportunity to secure new levels of customer engagement and loyalty and this is set to prove a key differentiator in today s increasingly competitive marketplace. By incorporating relevant content into product data to create stickier and more informative browsing experiences for current shops and by attracting new visitors searching for more engaging content, online retailers can really start to optimize the performance of their e-commerce channels. 1 emarketer forecast, March Credit Suisse China 2015 report, as reported in Forbes, January 4, CMO: The Future of Mobile is Context, Forrester Research report, July The Nielsen Company, Retail 2015 Forecast, June 24, ABI Research, 6 Citi Investment Research and Analysis quoted on All Things Digital: The Facebook chart that freaks Google out, September 26, The Emergence of Customer Experience Management Solutions, Forrester Research, August The 2011 Gartner Scenario: Current States and Future Directions of the IT Industry, Gartner, January Web Content Management Will Weave Its Way Into More Enterprise Applications, Forrester, March Gartner, Hype Cycle for E-Commerce, 2011, August Forrester, CMO: The Future of Mobile is Context, July Gartner, Hype Cycle for E-Commerce, 2011, August The Online Customer Engagement Software Ecosystem, Forrester, February Gartner, Hype Cycle for e-commerce, August

11 Germany, Switzerland, Austria CoreMedia AG Ludwig-Erhard-Straße Hamburg Germany Tel The Americas CoreMedia Corporation 118 Second Street, 5th Floor San Francisco CA USA Tel CoreMedia Corporation 1001 N. 19th Street, Suite 1200 Arlington VA USA Tel Europe, Middle East and Africa CoreMedia Ltd. 90 Long Acre Covent Garden London WC2E 9RZ United Kingdom Tel Asia Pacific CoreMedia Asia Pacific Pte. Ltd. 25 International Business Park #0 106 German Centre Singapore Tel For more information, please visit our website: Copyright CoreMedia Corporation. All rights reserved. IBM and WebSphere are registered trademarks of International Business Machines Corporation ( IBM ) in the United States and in several other countries BP-US-ECI001

BUSINESS WHITE PAPER. Contextual e-commerce: The key to an optimized e-commerce channel. www.coremedia.com

BUSINESS WHITE PAPER. Contextual e-commerce: The key to an optimized e-commerce channel. www.coremedia.com BUSINESS WHITE PAPER Contextual e-commerce: The key to an optimized e-commerce channel www.coremedia.com BUSINESS WHITE PAPER THE CONTEXTUAL JOURNEY Today s online customers are empowered like never before,

More information

Contextualized E-Commerce: The key to an optimized e-commerce channel. www.coremedia.com

Contextualized E-Commerce: The key to an optimized e-commerce channel. www.coremedia.com Business Solutions Guide: contextualized e-commerce www.coremedia.com Contextualized E-Commerce: The key to an optimized e-commerce channel CoreMedia Business Solutions Guides are intended for operational

More information

Contextual Marketing with CoreMedia LiveContext

Contextual Marketing with CoreMedia LiveContext www.coremedia.com Contextual Marketing with CoreMedia LiveContext For Use with SAP Web Channel Experience Management 2.0 CoreMedia business solutions guides are intended to support online professionals

More information

www.coremedia.com CoreMedia 6

www.coremedia.com CoreMedia 6 COREMEDIA 6 PRODUCT BROCHURE www.coremedia.com CoreMedia 6 COREMEDIA 6 PRODUCT BROCHURE CoreMedia 6: Because contextualization is about people CoreMedia 6 empowers your Marketing, Business and IT teams,

More information

How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0

How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0 How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0 Matthias Göhler Vice President Product Management Multi Channel, SAP AG Learning Points In this

More information

Are you ready for the mobile Web?

Are you ready for the mobile Web? BUSINESS SOLUTIONS GUIDE: MOBILE INTERNET www.coremedia.com Are you ready for the mobile Web? A Guide for Media Companies The days of the static, desktop Web page are gone for good. The mobile Web is swiftly

More information

Reuse Content to Reduce Costs & Raise Efficiency

Reuse Content to Reduce Costs & Raise Efficiency www.coremedia.com Reuse Content to Reduce Costs & Raise Efficiency Part One in a Four-part Series on Content Reuse The pressure to publish more content, faster, is challenging online marketing teams to

More information

IBM WebSphere Commerce

IBM WebSphere Commerce IBM WebSphere Commerce Deliver a seamless and consistent buying experience across digital and physical channels Highlights Drive revenue through increased conversions across channels Deliver an engaging

More information

Customer Experience Should Never Be Out of Context

Customer Experience Should Never Be Out of Context www.coremedia.com Customer Experience Should Never Be Out of Context Part Four in a Four-part Series on Content Reuse Customer experience is a main driver for competitive advantage. But only if it matches

More information

Optimizing Continuous Delivery

Optimizing Continuous Delivery TECHNICAL WHITE PAPER Optimizing Continuous Delivery Addressing customer demands for increased Web Content Management agility through continuous applications delivery www.coremedia.com TECHNICAL WHITE

More information

Bringing Content and Commerce Together

Bringing Content and Commerce Together BUSINESS WHITE PAPER Bringing Content and Commerce Together Establishing the value of Content Marketing in today s e-commerce shopping experience www.coremedia.com BUSINESS WHITE PAPER PUTTING THE CUSTOMER

More information

Amdocs Multichannel Selling Solution

Amdocs Multichannel Selling Solution Amdocs Multichannel Selling Solution Are Your Sales Channels Geared to Maximize Your Revenue? Most consumers use multiple sales channels when buying a new phone, device or package. While more and more

More information

COREMEDIA 8 BROCHURE. www.coremedia8.com. CoreMedia 8. Powering Digital Experiences

COREMEDIA 8 BROCHURE. www.coremedia8.com. CoreMedia 8. Powering Digital Experiences COREMEDIA 8 BROCHURE CoreMedia 8 Powering Digital Experiences www.coremedia8.com COREMEDIA 8 BROCHURE Experience Matters in the New Online Age The online world has never been more complex and diverse.

More information

Get results with modern, personalized digital experiences

Get results with modern, personalized digital experiences Brochure HP TeamSite What s new in TeamSite? The latest release of TeamSite (TeamSite 8) brings significant enhancements in usability and performance: Modern graphical interface: Rely on an easy and intuitive

More information

White Paper. Cross-channel Marketing: Go Mobile. Go Social.

White Paper. Cross-channel Marketing: Go Mobile. Go Social. Cross-channel Marketing: Go Mobile. Go Social. Cross-channel Marketing: Go Mobile. Go Social. Introduction: Mobile and Social Media and Buying Cross-channel marketing is evolving from the vast number of

More information

February 16th, 2012 Prague. Smarter Commerce. Robert Mahr. Leader Smarter Commerce CEE & RCIS

February 16th, 2012 Prague. Smarter Commerce. Robert Mahr. Leader Smarter Commerce CEE & RCIS February 16th, 2012 Prague Smarter Commerce Robert Mahr Leader Smarter Commerce CEE & RCIS Complex Fuzzy Interlocked Powerful! The Smarter Consumer is more instrumented Instrumented 36% more consumers

More information

BUSINESS WHITE PAPER. Meeting the Localization Challenge. Delivering Seamless Localized Experiences Across All Digital Touchpoints. www.coremedia.

BUSINESS WHITE PAPER. Meeting the Localization Challenge. Delivering Seamless Localized Experiences Across All Digital Touchpoints. www.coremedia. BUSINESS WHITE PAPER Meeting the Localization Challenge Delivering Seamless Localized Experiences Across All Digital Touchpoints www.coremedia.com BUSINESS WHITE PAPER MEETING THE LOCALIZATION CHALLENGE

More information

White Paper. Real-time Customer Engagement and Big Data are Changing Marketing

White Paper. Real-time Customer Engagement and Big Data are Changing Marketing Real-time Customer Engagement and Big Data are Changing Marketing Real-time Customer Engagement and Big Data are Changing Marketing Marketing is rapidly approaching to what marketers have often dreamed

More information

Everyone can change the web. Anytime. Anywhere.

Everyone can change the web. Anytime. Anywhere. Everyone can change the web. Anytime. Anywhere. Create a compelling, dimensional web experience and engage your customers. Experience is everything. 1 2 3 Experience Is Everything Why customers leave your

More information

How to Choose the Best Web Content Management System for Customer Experience Management:

How to Choose the Best Web Content Management System for Customer Experience Management: white paper How to Choose the Best Web Content Management System for Customer Experience Management: A Guide for Both Marketers and Developers Table of Contents Choosing a Web CMS is about more than Content

More information

Webtrends for Retail

Webtrends for Retail Webtrends for Retail Revolutionize Your Customers End-To-End Experiences Across Digital Channels solution brief JAN 2013 2013 Webtrends, Inc. www.webtrends.com. Webtrends for Retail Revolutionize Your

More information

COREMEDIA STUDIO BROCHURE. www.coremedia.com. CoreMedia Studio. Empowering Business Users

COREMEDIA STUDIO BROCHURE. www.coremedia.com. CoreMedia Studio. Empowering Business Users COREMEDIA STUDIO BROCHURE CoreMedia Studio Empowering Business Users www.coremedia.com COREMEDIA STUDIO BROCHURE Meeting today s and tomorrow s content challenges CoreMedia Studio Today s customers increasingly

More information

Online And Mobile Are Transforming B2B Commerce Firms That Act Now Will Gain Appreciably, Companies That Don t Will Fall Farther Behind

Online And Mobile Are Transforming B2B Commerce Firms That Act Now Will Gain Appreciably, Companies That Don t Will Fall Farther Behind A Forrester Consulting Thought Leadership Paper Commissioned By hybris October 2013 Online And Mobile Are Transforming B2B Commerce Firms That Act Now Will Gain Appreciably, Companies That Don t Will Fall

More information

Enterprise Marketing Management (EMM)

Enterprise Marketing Management (EMM) IBM Software Thought Leadership White Paper Enterprise Marketing Management Today s empowered customer puts marketing to the test Enterprise Marketing Management empowers marketers 2 Contents 2 Businesses

More information

Agenda Overview for Digital Commerce, 2015

Agenda Overview for Digital Commerce, 2015 G00270685 Agenda Overview for Digital Commerce, 2015 Published: 18 December 2014 Analyst(s): Jennifer Polk Marketing is making a greater impact on, and taking more responsibility for, digital commerce.

More information

Powering the Cross-Channel Customer Experience with Oracle s Complete Commerce

Powering the Cross-Channel Customer Experience with Oracle s Complete Commerce Powering the Cross-Channel Customer Experience with Oracle s Complete Commerce Contents Overview. 1 The Trends are Clear 2 Business Challenges 3 Complete Commerce 4 Customer Successes 8 Why Oracle?. 9

More information

cgi.com/retail 1 Omni-Commerce: Today s Imperative for Retail Success

cgi.com/retail 1 Omni-Commerce: Today s Imperative for Retail Success cgi.com/retail 1 Omni-Commerce: Today s Imperative for Retail Success 2 cgi.com/retail The retail industry is expected to evolve more over the next 10 years than it has in the last 50 years. E-commerce,

More information

Next-generation e-commerce for retail: How to optimize cross-channel marketing, sales and service.

Next-generation e-commerce for retail: How to optimize cross-channel marketing, sales and service. Next-generation e-commerce for retail: How to optimize cross-channel marketing, sales and service. > ATTRACT AND RETAIN HIGHLY PROFITABLE CUSTOMERS > PROVIDE SEAMLESS CROSS-CHANNEL SHOPPING > EXTEND CAPABILITIES

More information

Customer Engagement Platform. Engage your audience in cross-channel conversations

Customer Engagement Platform. Engage your audience in cross-channel conversations Customer Engagement Platform Engage your audience in cross-channel conversations Customer Engagement Platform Engage Audiences Across Web, Email, Mobile and Social Today audiences are crossing digital

More information

Building a Multi-Channel Contact Center

Building a Multi-Channel Contact Center WHITE PAPER Building a Multi-Channel Contact Center Building a Multi-Channel Contact Center PAGE 1 Table of Contents Traditional Call Centers Evolve... The Multi-Channel Contact Center... More Focus on

More information

IBM WebSphere Commerce, Version 7.0

IBM WebSphere Commerce, Version 7.0 Focused on your customers, tuned to your industry, designed for your business IBM WebSphere Commerce, Version 7.0 Delivers a seamless, branded shopping experience across all channels, including digital

More information

Transform your business with Inspired Marketing. 5 Things You Should Know About ExactTarget

Transform your business with Inspired Marketing. 5 Things You Should Know About ExactTarget 5 Things You Should Know About ExactTarget Transform your business with Inspired Marketing 5 Things You Should Know About ExactTarget 5 Things You Should Know About ExactTarget Transform your business

More information

Agenda Overview for Multichannel Marketing, 2015

Agenda Overview for Multichannel Marketing, 2015 G00271717 Agenda Overview for Multichannel Marketing, 2015 Published: 19 December 2014 Analyst(s): Adam Sarner, Jennifer S. Beck Multichannel marketing is where content and context meet and where brand

More information

SAP Web Channel Experience Management 2.0 Overview AFSUG - CRM 2012

SAP Web Channel Experience Management 2.0 Overview AFSUG - CRM 2012 SAP Web Channel Experience Management 2.0 Overview AFSUG - CRM 2012 Agenda Business Environment SAP Web Channel Experience Management 2.0 E-Commerce & E-Marketing E-Service Platform Summary Business Environment

More information

5 tips to engage your customers with event-based marketing

5 tips to engage your customers with event-based marketing IBM Software Thought Leadership White Paper IBM ExperienceOne 5 tips to engage your customers with event-based marketing Take advantage of moments that matter with in-depth insight into customer behavior

More information

WebSphere Commerce Overview for Vector. 2014 IBM Corporation

WebSphere Commerce Overview for Vector. 2014 IBM Corporation WebSphere Commerce Overview for Vector Agenda WebSphere Commerce Overview Starter Stores Extended Sites Mobile Commerce Tooling Precision Marketing Promotions Search Solr Summary Capabilities References

More information

The Connected RetAil Experience. Empowering Employees, Reinventing Customer Interactions

The Connected RetAil Experience. Empowering Employees, Reinventing Customer Interactions The Connected RetAil Experience Empowering Employees, Reinventing Customer Interactions Retail will change more over the next five years than the last 50 years. Source: Operating Seamlessly: Integrating

More information

Page 1. Transform the Retail Store with the Internet of Things

Page 1. Transform the Retail Store with the Internet of Things Page 1 Transform the Retail Store with the Internet of Things The Internet of Things is here today There s a new era dawning in the retail industry, and it s being driven by the Internet of Things. The

More information

Proactively Increasing Your Online Sales

Proactively Increasing Your Online Sales Proactively Increasing Your Online Sales TABLE OF CONTENTS Executive Summary...1 The Problem with Online Sales...1 Best Practices to Increase Online Sales...3 Executive Summary Selling online is more than

More information

Omni- Channel Benefits for B2B Commerce

Omni- Channel Benefits for B2B Commerce i Mtkang/Shutterstock B2B ecommerce trends and tides are signaling a shift towards a B2C- like Omni- Channel eco- system. arvato Systems North America 6 East 32nd Street, New York, New York 10016 United

More information

SWOT Assessment: CoreMedia, CoreMedia 7

SWOT Assessment: CoreMedia, CoreMedia 7 SWOT Assessment: CoreMedia, CoreMedia 7 Analyzing the strengths, weaknesses, opportunities, and threats Reference Code: IT014-002848 Publication Date: 09 Dec 2013 Author: Sue Clarke SUMMARY Catalyst Web

More information

Elastic Path Commerce for Adobe Marketing Cloud Integrated Experience-Driven Commerce

Elastic Path Commerce for Adobe Marketing Cloud Integrated Experience-Driven Commerce Elastic Path Commerce for Adobe Marketing Cloud Integrated Experience-Driven Commerce Elastic Path Commerce For Adobe Marketing Cloud is the only enterprise software product designed specifically to add

More information

Adobe Experience Manager: Commerce

Adobe Experience Manager: Commerce Adobe Experience Manager: Commerce Datasheet Adobe Experience Manager: Commerce Benefits of e-commerce capabilities Agile merchandising and marketing Rapid and flexible customization of the shopping experience

More information

Is Your CMS Ready for CXM?

Is Your CMS Ready for CXM? ebook Is Your CMS Ready for CXM? 7 Recommendations Web Is Your CMS Ready for CXM? 7 Recommendations 2 Is your CMS ready for CXM? 7 Recommendations Customer Experience Management (CXM) is a hot topic in

More information

Connecting the Dots on the Omnichannel Customer Journey

Connecting the Dots on the Omnichannel Customer Journey A new e-book from TeleTech for sales, marketing, and customer care leaders. Connecting the Dots on the Omnichannel Customer Journey Everybody s talking about omnichannel these days. But what is omnichannel

More information

Presented In Conjunction With: Feature Sponsor

Presented In Conjunction With: Feature Sponsor Presented In Conjunction With: Feature Sponsor Presented In Conjunction With: The Sale Is The Omni-Channel Retailers have come to realize the channel customers use to make purchases does not matter, because

More information

Marketing Report 2015

Marketing Report 2015 The State of Marketing Report 2015 TABLE OF CONTENTS EXECUTIVE SUMMARY KEY FINDINGS DETAILED INSIGHTS 2 3 6 Meeting Consumer Needs Consumer Channel Preference Marketers Current Workflow How Marketers Workflow

More information

Power your customer journeys with the leading 1:1 digital marketing platform. 5 Things You Should Know about the ExactTarget Marketing Cloud

Power your customer journeys with the leading 1:1 digital marketing platform. 5 Things You Should Know about the ExactTarget Marketing Cloud 5 Things You Should Know about the ExactTarget Marketing Cloud Power your customer journeys with the leading 1:1 digital marketing platform 1 5 Things You Should Know about the ExactTarget Marketing Cloud

More information

Cloud Solution Guide. The Challenges and Benefits of Web Content Management in the Cloud. www.coremedia.com

Cloud Solution Guide. The Challenges and Benefits of Web Content Management in the Cloud. www.coremedia.com Cloud Solution Guide The Challenges and Benefits of Web Content Management in the Cloud While many Web Content Management (WCM) vendors are happy to say that their software is cloud-ready, this often means

More information

e-commerce: A Guide for Small and Medium Enterprises HOW MID-SIZED COMPANIES CAN MAXIMISE THEIR ONLINE OPPORTUNITIES

e-commerce: A Guide for Small and Medium Enterprises HOW MID-SIZED COMPANIES CAN MAXIMISE THEIR ONLINE OPPORTUNITIES e-commerce: A Guide for Small and Medium Enterprises HOW MID-SIZED COMPANIES CAN MAXIMISE THEIR ONLINE OPPORTUNITIES 1 The Online Opportunity Given the UK Government s recently announced plans to get 12.5

More information

The Changing Landscape of B2B ecommerce

The Changing Landscape of B2B ecommerce The Changing Landscape of B2B ecommerce For years, ecommerce was a B2C game a channel best suited for consumer brands and retail transactions. Several recent studies and some major shifts in buyer behavior,

More information

Is Your CMS Ready for Customer Experience Management?

Is Your CMS Ready for Customer Experience Management? Is Your CMS Ready for Customer Experience Management? 7 Recommendations Is Your CMS Ready for Customer Experience Management? 7 questions to consider Customer Experience Management (CXM) is a hot topic

More information

Elevate Customer Experience and Engagement in the New Digital World

Elevate Customer Experience and Engagement in the New Digital World Elevate Customer Experience and Engagement in the New Digital World John Chan CRM Solutions Lead, Microsoft Business Solutions Microsoft Asia Customer buying behavior has fundamentally changed therefore,

More information

Building a Multi-Channel Contact Center

Building a Multi-Channel Contact Center WHITE PAPER Building a Multi-Channel Contact Center Table of Contents Traditional Call Centers Evolve.... 3 The Multi-Channel Contact Center... 4 More Focus on the Consumer and Customer Experience... 5

More information

Physical/Digital Convergence: New Technology for Omnichannel Retail

Physical/Digital Convergence: New Technology for Omnichannel Retail Physical/Digital Convergence: New Technology for Omnichannel Retail Moderator Allison Enright Editor Internet Retailer Featured Panelist Nikki Baird Partner Retail Systems Research Speaker Jeremy Wilson

More information

Understanding Your Customer Journey by Extending Adobe Analytics with Big Data

Understanding Your Customer Journey by Extending Adobe Analytics with Big Data SOLUTION BRIEF Understanding Your Customer Journey by Extending Adobe Analytics with Big Data Business Challenge Today s digital marketing teams are overwhelmed by the volume and variety of customer interaction

More information

OMNICHANNEL RETAILING: FROM VISION TO REALITY

OMNICHANNEL RETAILING: FROM VISION TO REALITY OMNICHANNEL RETAILING: FROM VISION TO REALITY Exploring how to meet the critical need for bringing superior anytime, anywhere shopping journeys to life For more information visit ncr.com or contact us

More information

B2C E-Commerce Trends for 2013

B2C E-Commerce Trends for 2013 B2C E-Commerce Trends for 2013 April, 2013 1 Contents Introduction 3 Methodology 4 Executive Overview 6 Findings 7 Our Take 19 2 Introduction The reality is that customers often take a hard-to-predict,

More information

3 Best Practices for Facebook Ecommerce Success

3 Best Practices for Facebook Ecommerce Success 3 Best Practices for Facebook Ecommerce Success Social Strategies for Online Retailers Rapidly or reluctantly, retailers are adding social channels and tools to their arsenal, urged on by customers and

More information

E-commerce solutions May 2001. Increasing sales opportunities and customer retention with relationship marketing.

E-commerce solutions May 2001. Increasing sales opportunities and customer retention with relationship marketing. E-commerce solutions May 2001 Increasing sales opportunities and customer retention with relationship marketing. Page 2 Contents 2 Abstract 2 Introduction 4 WebSphere Commerce Suite drives relationship

More information

Elastic Path Commerce for Adobe Marketing Cloud

Elastic Path Commerce for Adobe Marketing Cloud Elastic Path Commerce for Adobe Marketing Cloud Integrated Experience-Driven Commerce Elastic Path Commerce for Adobe Marketing Cloud Elastic Path Commerce for Adobe Marketing Cloud is the premier enterprise

More information

Client focused. Results driven. Ciber Retail Solutions

Client focused. Results driven. Ciber Retail Solutions Client focused. Results driven. Ciber Retail Solutions Multi-Channel Retailing Retailers are confronted by a downturn in consumer spending, ever-tighter margins, emerging shopping patterns, empowered consumers

More information

Five Strategies to Build a Successful Email Marketing Campaign

Five Strategies to Build a Successful Email Marketing Campaign Five Strategies to Build a Successful Email Marketing Campaign David Daniels, CEO & Co-Founder - The Relevancy Group, LLC Christopher Nash, Senior Business Optimization Consultant Sitecore Reminders for

More information

Adobe Web Experience Management integrates with e-commerce platforms for personalized shopping experiences

Adobe Web Experience Management integrates with e-commerce platforms for personalized shopping experiences Adobe Web Experience Management for ecommerce Solution Brief Adobe Web Experience Management integrates with e-commerce platforms for personalized shopping experiences Just as enterprise resource planning

More information

The Evolution of Online Travel. Angelo Rossini Euromonitor International

The Evolution of Online Travel. Angelo Rossini Euromonitor International The Evolution of Online Travel Angelo Rossini Euromonitor International THE ONLINE TRAVEL REVOLUTION THE INTERNET BECOMES MOBILE GEOSOCIAL NETWORKS AND SOLOMO TOWARDS A NEW BUSINESS MODEL EMERGING TRENDS

More information

Syniverse E-Book: 2016 Mobile Engagement Trends

Syniverse E-Book: 2016 Mobile Engagement Trends The third party names, marks, and logos used in this e-book are owned by the various respective parties. Syniverse E-Book: 2016 Mobile Engagement Trends Share this E-Book: 2015 was a BIG year for mobile

More information

INTRODUCING RETAIL INTELLIGENCE

INTRODUCING RETAIL INTELLIGENCE INTRODUCING RETAIL GET READY FOR THE NEXT WAVE OF ANALYTICS IN RETAIL By: Dan Theirl Rubikloud Technologies Inc. www.rubikloud.com Prepared by: Laura Leslie Neil Laing Tiffany Hsiao WHAT IS RETAIL? Retail

More information

Driving Multi-channel Commerce

Driving Multi-channel Commerce Driving Multi-channel Commerce Business Overview Online shopping is being redefined. Not only are voluble customers making their presence known across ecommerce sites, but these digital consumers are also

More information

Backbase Engage. Superior Digital Experiences. Delivered.

Backbase Engage. Superior Digital Experiences. Delivered. Backbase Engage Superior Digital Experiences. Delivered. Out-of-the-box apps, ready for the omni-channel future. The digital banking solution you ve been waiting for. Industry analyst Ovum named Backbase

More information

4.5% 2014 Digital Marketing Optimization Survey results > 4.5% Top lessons learned from the leaders

4.5% 2014 Digital Marketing Optimization Survey results > 4.5% Top lessons learned from the leaders 2014 Digital Marketing Optimization Survey results Top lessons learned from the leaders Table of contents 1: Introduction 2: Five lessons from the top 20% #1: They test to make decisions 3: #2: They put

More information

Mobile 360: Developing Your Comprehensive Digital Strategy

Mobile 360: Developing Your Comprehensive Digital Strategy Mobile 360: Developing Your Comprehensive Digital Strategy FK Funderburke, Director, Digital Merchandising & Strategy Vivek Agrawal, Director, Mobile & Digital Display Group Russell Young, Director, Strategic

More information

Get Social: Engage Everyone with Exceptional Experiences. Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Get Social: Engage Everyone with Exceptional Experiences. Copyright 2012, Oracle and/or its affiliates. All rights reserved. Get Social: Engage Everyone with Exceptional Experiences 1 Key Trends Impacting Your World Social Multi-Channel Mobile Self-Service Personalization Consumerization 2 Every 60 Seconds 695,000 new searches

More information

CUSTOMER! ENGAGEMENT SURVEY RESULTS

CUSTOMER! ENGAGEMENT SURVEY RESULTS CUSTOMER! ENGAGEMENT SURVEY RESULTS July 2011 Table of Contents Introduction Respondent Info 3 6 QUESTIONS: How would you rank an overall customer engagement strategy in comparison to other current priorities

More information

combining innovative business IT services and consumer technology to inspire the new digital economy The Atos Samsung Alliance

combining innovative business IT services and consumer technology to inspire the new digital economy The Atos Samsung Alliance The Atos Samsung Alliance combining innovative business IT services and consumer technology to inspire the new digital economy Your business technologists. Powering progress The Atos and Samsung alliance

More information

Adobe Experience Manager Apps

Adobe Experience Manager Apps Adobe Experience Manager Apps Capability Spotlight Adobe Experience Manager Apps Enable marketing and development teams to collaborate and deliver more engaging mobile app experiences that drive higher

More information

whitepaper 16 TIPS FOR BUILDING AN ENGAGING ECOMMERCE EXPERIENCE How to tackle the obvious and not-so obvious challenges

whitepaper 16 TIPS FOR BUILDING AN ENGAGING ECOMMERCE EXPERIENCE How to tackle the obvious and not-so obvious challenges whitepaper 16 TIPS FOR BUILDING AN ENGAGING ECOMMERCE EXPERIENCE How to tackle the obvious and not-so obvious challenges - 16 Tips for Building an Engaging Ecommerce Experience INTRODUCTION 1 INTRODUCTION

More information

Corporate websites as a premium acquisition channel

Corporate websites as a premium acquisition channel Driving superior marketing performance across the full multichannel customer experience is an on-going challenge for chief marketing officers (CMOs). It s a complex task not made any easier by the proliferation

More information

ENTERPRISE MOBILITY GIVE YOUR BUSINESS THE BIG ADVANTAGE

ENTERPRISE MOBILITY GIVE YOUR BUSINESS THE BIG ADVANTAGE Business Solutions through Software ENTERPRISE MOBILITY GIVE YOUR BUSINESS THE BIG ADVANTAGE 1 Executive Summary: Today, mobility is considered to be one of the most disruptive technology innovation faced

More information

Power your customer journeys with the leading 1:1 digital marketing platform. 5 Things You Should Know About Salesforce Marketing Cloud

Power your customer journeys with the leading 1:1 digital marketing platform. 5 Things You Should Know About Salesforce Marketing Cloud 5 Things You Should Know About Salesforce Marketing Cloud Power your customer journeys with the leading 1:1 digital marketing platform 5 Things You Should Know About Salesforce Marketing Cloud 1 5 Things

More information

ecommerce Industry Outlook 2015.

ecommerce Industry Outlook 2015. ecommerce Industry Outlook 2015. JANUARY 2015 Introduction. The global ecommerce industry saw impressive growth in 2014 with goods and services worth $1.5 trillion bought by shoppers via desktops, tablets

More information

Capitalizing on the power of big data for retail

Capitalizing on the power of big data for retail IBM Software Big Data Retail Capitalizing on the power of big data for retail Adopt new approaches to keep customers engaged, maintain a competitive edge and maximize profitability 2 Capitalizing on the

More information

WHITE PAPER Analytics for digital retail

WHITE PAPER Analytics for digital retail WHITE PAPER Analytics for digital retail Introduction The advent of organized retail propelled businesses to reach out to a wider spectrum of consumers in an effort to increase market share. This gave

More information

Agenda Overview for Multichannel Marketing, 2013

Agenda Overview for Multichannel Marketing, 2013 G00245870 Agenda Overview for Multichannel Marketing, 2013 Published: 3 January 2013 Analyst(s): Jennifer S. Beck, Adam Sarner Consumers are in the driver's seat, with high expectations for multichannel

More information

...use your umajination!

...use your umajination! ...use your umajination! UMAJIN APPS ARE 80% FASTER TO BUILD THAN TRADITIONAL NATIVE APPS Brand-First Mobile Apps Umajin delivers the world s first mobile app publishing platform for digital marketers,

More information

CoreMedia LiveContext 2.0

CoreMedia LiveContext 2.0 COREMEDIA LIVECONTEXT BROCHURE CoreMedia LiveContext 2.0 for IBM WebSphere Commerce Experiential Commerce: Bringing Content and Commerce Together www.coremedia.com COREMEDIA LIVECONTEXT BROCHURE The Era

More information

Comprehensive Guide to Marketing Like Starbucks

Comprehensive Guide to Marketing Like Starbucks Comprehensive Guide to Marketing Like Starbucks 1 Introduction 6 reasons Starbucks Marketing Communications Strategy is so Effective is one of our most popular posts, continuing to be a top performer even

More information

Gain a new perspective on your digital customer experience and get closer to what matters

Gain a new perspective on your digital customer experience and get closer to what matters Gain a new perspective on your digital customer experience and get closer to what matters Redesigning the way companies work and engage customers and employees in the digital world. What if you could actually

More information

Here are the trends as of 12:00 a.m. PST this morning, at the official close of the two-day shopping period:

Here are the trends as of 12:00 a.m. PST this morning, at the official close of the two-day shopping period: 1 U.S. Retail Report 2014 IBM DIGITAL ANALYTICS BENCHMARK 2 Summary For the first time, online traffic from mobile devices outpaced traditional PCs on Thanksgiving Day. As IBM predicted within one percent

More information

Bringing Clarity to the Digital Marketing Landscape

Bringing Clarity to the Digital Marketing Landscape Bringing Clarity to the Digital Marketing Landscape Why the biggest digital innovation since your website could be your website. Learn what s possible with today s sites, who s in charge, and why dynamic

More information

Retail Technology Trends José P. Chan Assistant Professor

Retail Technology Trends José P. Chan Assistant Professor Retail Technology Trends José P. Chan Assistant Professor 9 October 2014 Presentation Overview The Omni Channel Tech Innovation Case Studies Take-Aways http://thestashed.com/2013/09/04/andrew-rosen-to-spearhead-garment-district-revival-in-nyc/

More information

combining innovative business IT services and consumer technology to inspire the new digital economy The Atos Samsung Alliance

combining innovative business IT services and consumer technology to inspire the new digital economy The Atos Samsung Alliance The Atos Samsung Alliance combining innovative business IT services and consumer technology to inspire the new digital economy Your business technologists. Powering progress The Atos and Samsung alliance

More information

Make the Leap from ecommerce to Omni- Channel

Make the Leap from ecommerce to Omni- Channel Iaodesign/Shutterstock An ecommerce platform is the foundation for a successful Omni- Channel business model arvato Systems North America 6 East 32nd Street, New York, New York 10016 United States All

More information

BUY. Mobile Retargeting for Retailers: Recapturing Customers Cross-Platform. February 2014. 1.877.AMPUSH.1 info@ampush.com

BUY. Mobile Retargeting for Retailers: Recapturing Customers Cross-Platform. February 2014. 1.877.AMPUSH.1 info@ampush.com BUY Mobile Retargeting for Retailers: Recapturing Customers Cross-Platform February 2014 1.877.AMPUSH.1 info@ampush.com TABLE OF CONTENTS Executive Summary 3 The Mobile Advertising Opportunity 4 E-Commerce

More information

Data quality and predictive analytics. An Experian Data Quality white paper

Data quality and predictive analytics. An Experian Data Quality white paper Data quality and predictive analytics An Experian Data Quality white paper Data quality and predictive analytics Overview Customers have more options today than ever before. For example, they can shop

More information

mobile commerce challenge or opportunity?

mobile commerce challenge or opportunity? mobile commerce CHALLENGE or OPPORTUNITY? the unstoppable mobile revolution 2 Consumers Mobile Love Affair Over 1.1 billion smartphone users worldwide. emarketer, May 2013 Ever since smartphones and tablets

More information

Enhancing productivity. Enabling success. Sage CRM

Enhancing productivity. Enabling success. Sage CRM Enhancing productivity. Enabling success. Sage CRM Customer Relationship Management Customer Relationship Management (CRM) is far more than just a software application. It is a business solution that gives

More information

4How Marketing Leaders Can Take Control of Data for Better

4How Marketing Leaders Can Take Control of Data for Better Steps to Achieve Better Marketing Results 4How Marketing Leaders Can Take Control of Data for Better Marketing Performance and Customer Interactions As a marketing leader, you rely heavily on data to inform

More information

2012 State of B2B E-Commerce

2012 State of B2B E-Commerce 2012 State of B2B E-Commerce Executive Summary As digital commerce has transformed all commerce over the last decade, customers have been offered increasing control over their buying experience. Ease of

More information

Agenda Overview for Mobile Marketing, 2015

Agenda Overview for Mobile Marketing, 2015 G00270723 Agenda Overview for Mobile Marketing, 2015 Published: 18 December 2014 Analyst(s): Mike McGuire Mobile technologies enable digital marketers to engage customers at every stage of the purchase

More information

THE NEW MCOMMERCE REALITY

THE NEW MCOMMERCE REALITY Streamlining the customer experience with mobile chat. Smartphones and tablets have changed everything: the way we communicate, the way we meet, the way we get around, the way we shop and more. The connected,

More information