Digital transformation technologies power CX makeovers

Editor’s note

Digital transformation requires more than just a content management platform. Digital and customer experience — and even patient experience — initiatives use a number of technologies to effect change.

These technologies touch e-commerce authentication and management, human resources, healthcare and even digitization of paper. AI in its many forms — machine learning, deep learning, cognitive computing, natural language processing and computer vision — provides a useful and cost-efficient function in customer engagement. It also plays a critical role in enterprise search to enrich content, identify objects and organize data.

This guide examines digital transformation technologies powered AI is an integral part of many digital transformation processes as businesses strive to get the most out of their content and formulate winning marketing, sales and customer service strategies.

• Article

  Top drivers of digital transformation projects have inward focus

  Our IT Priorities Survey shows that close to 70% of companies are pursuing digital transformation. Learn what metrics they’re targeting and how they’re spending 2019 IT budgets. Read Now

• Article

  5 unusual ways to use AI in content management

  AI offers great opportunity for enhancing enterprise content management. Here are some more unusual use cases for AI that businesses should also consider. Read Now

• Article

  4 ways to use chatbots to improve Gen Z customer experience

  More and more chatbots are entering the marketing, customer service and sales spaces. Here are four tips for brands looking to make their chatbots stand out from the others.  Read Now

• Article

  4 ways to use machine learning to improve customer experience

  There are many ways to use machine learning to improve customer experience. Gartner’s Bill Delrieu offers four and names specific machine learning-based tools to help with each. Read Now

• Article

  6 uses of AI in healthcare: Image analysis, analytics and more

  AI in healthcare has the potential to improve patient care and staff efficiency Many companies are in the process of moving from pen-and-paper transactions to cloud-based experiences. See how a move to the cloud benefits both businesses and customers.

  • Article

    CRM for nonprofits helps organization streamline work

    Wolverine Human Services’ adoption of the Salesforce.org Nonprofit Cloud halved foster care licensing time and improved productivity within the agency. Read Now

  • Article

    CRM for government, Salesforce improve D.C.’s 311 agency

    The Office of Unified Communications in Washington, D.C., said it improved its constituent relationships with Salesforce Service Cloud and Einstein Analytics.  Read Now

  • Article

    ECM, digital document management help energy company surge

    Sterling Energy can now expand its gas and water distribution services with a digital document management system that gives them real-time insight into business transactions. Read Now

  • Article

    Google, WordPress develop a CMS for news

    Google is funding a WordPress-based content management system aimed at helping small news publishers juggle the demands of publishing news both in print and online. Read Now

  • Article

    Remote patient monitoring requires medical device management

    While remote patient monitoring devices can be beneficial to hospitals as a way to improve patient engagement, they aren’t without their security challenges.  Read Now

  <!– DownloadOfferController, generated at 14:09:21 Thu May 30, 2019, E-commerce companies use many tools and techniques to support their digital transformation initiatives. Read about some of these tools and their role in transforming the ways companies conduct their business.

  • Article

    Android instant app use cases flourish in e-commerce

    Instant apps are bite-size applications that end users don’t need to install to their mobile devices. Discover the pros and cons of this technology, and which use cases make sense. Read Now

  • Article

    Customer service chatbots help reduce product returns

    In previous years, Azumi Mobile was overwhelmed with customer calls after the holiday season as users attempted to return smartphones. This year, chatbots helped address that issue. Read Now

  • Article

    Payless ShoeSource switches digital asset management tools

    A new DAM tool from Cloudinary helps the shoe seller get ready for the holiday shopping rush Mobile and lightweight web apps aren’t new. But digital teams driving demand generation is new, thanks to marketing automation platforms that can personalize the pitch. Read Now

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    What are the pros and cons of open source e-commerce platforms?

    Open source e-commerce platforms are popular for businesses looking to build an online store. They offer cost savings and flexibility, but consider the support and security risks.  Read Now

  4Improving the customer experience

  Digital transformation technologies can have a profound effect on customer experience. Here are real-world examples of how companies transformed their businesses to improve customer engagement and service.

  • Article

    How to forge a smart customer experience strategy

    Crafting a seamless customer experience is essential for business success now. Learn the fundamentals of a winning CX initiative, from strategy to tech acquisition to launch and beyond. Read Now

  • Article

    How Lucky Brand improved its online customer experience

    As retailers try to keep up with customers’ changing expectations, more and more brands are trying to mesh their online shopping experience with their in-store experience. Read Now

  • Article

    Liferay digital experience platform helps company improve CX

    Jack Maina, group chief operations officer of Britam, talks about how the financial services group rebuilt the way it interacts with customers and partners using Liferay. Read Now

  • Article

    LA Metro pursues integrated CRM system with Salesforce

    The Los Angeles Metro system integrates the Salesforce CRM with existing payment infrastructure, helping to bridge the gap between old and new technologies. Read Now

  • Article

    Omnichannel customer service improves customer experience

    Customers have come to expect brands to provide omnichannel customer service, but many companies are still overwhelmed Many words and phrases arise from digital transformation and are essential to a better understanding of the process.

    • Definition

      digital transformation (DX)

      Digital transformation (DX) is the reworking of the products, processes and strategies within an organization Digital experience (DX) is the combination of interactions and overall sentiment that consumers have with an organization’s digital touchpoints. Read Now

    • Definition

      omnichannel

      Omnichannel — also spelled omni-channel — is a multichannel approach to sales that seeks to provide customers with a seamless shopping experience, whether they’re shopping online from a desktop or mobile device, Digital asset management (DAM) is a business process for organizing, storing and retrieving rich media and managing digital rights and permissions. Rich media assets include images, video, audio and other multimedia content. Read Now

    • Definition

      e-commerce (electronic commerce or EC)

      E-commerce (EC), an abbreviation for electronic commerce, is the buying and selling of goods and services, or the transmitting of funds or data, over an electronic network, primarily the internet. Read Now