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August 04-August 05, 2016

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3 Key Findings on CX Optimization in Financial Services 2016

3 Key Findings on CX Optimization in Financial Services 2016


Containing fresh research on the priorities of CX executives in the financial services, this new benchmark report from CXFS and OpinionLab covers the major challenges and opportunities facing the CX community, as well as the order of priority with which they are tackling new projects. 

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Addressing The Next Generation of CX Disruptors & Success Factors

Addressing The Next Generation of CX Disruptors & Success Factors


While customer experience has become one of the most important differentiators for brands competing digitally, CX leaders can still face challenges getting the right resources and using the right metrics to make their case to key gatekeepers within their own organizations. This report, produced with InMoment, takes a close look at the disruptive factors in the market, as well as the strategies successful organizations are using. 

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The 2016 Retail Holiday Readiness Report

The 2016 Retail Holiday Readiness Report


The sizes of the opportunities available to brands during the holidays are mirrored by the amount of competition around them. As more and more retailers compete digitally, the brands that will successfully cut through the noise in their customers’ inboxes and social feeds will need to take the time to invest in an approach that is as personal as it is dynamic. This holiday season, digital marketers are looking to roll out email campaigns that are targeted, personal, and most importantly, meaningful.

Key topics include:
  • When to begin holiday campaigns
  • Popular strategies to improve conversions
  • Benefits of triggered emails
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The 2016 ProcureCon IT Benchmarking Report

The 2016 ProcureCon IT Benchmarking Report


It’s an exciting time for IT and IT Procurement, as the increasing prevalence of the cloud promises new opportunities for a more agile approach to delivering software and infrastructure. With many in the IT procurement field predicting up to 20% growth in their cloud spending within the next couple of years, the technology’s adoption is as rapid as it is promising. This creates its own set of challenges for procurement.Ultimately, the increasing complexity of negotiations and contract terms means that the relationship between procurement and IT must be stronger than ever, and a collaborative approach to controlling technology spending will become more essential.

Key topics include:

  • Increasing centralization of procurement processes and adopting a center-led framework where necessary
  • Adopting solutions that can provide visibility into both SaaS and on-premises software
  • Leveraging software license entitlements to reduce license consumption
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CPO Study 2017: Exploring the Role of Technology in Procurement Strategic Transformation

CPO Study 2017: Exploring the Role of Technology in Procurement Strategic Transformation



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The role of procurement is changing, though the core commitment to creating value that drives its evolution remains the same. In a large part, these changes are being enabled by developments in the technology procurement has at its disposal, allowing CPOs to introduce automation, self-service buying, and detailed analytics that provide more easy-to-use tools that capture larger amounts of data. For these reasons, a center-led model is emerging as the preferred organizational structure for procurement within global organizations. In the midst of these structural changes, the role of the CPO itself is being imbued with the authority to influence the larger strategies of the businesses they serve. With increasingly detailed analytics providing insight on patterns of spending, streamlined tools for processing routine purchases, and invigorated relationships with other department heads, CPOs are entering a period where they are more influential than ever before.

Key topics include:
  • Centralization of procurement may not mean scrutiny of purchases made across a global organization; rather, a Procurement Center of Excellence now serves as a strategic command center and provider of consultative value optimization, while recognizing that certain commodities cannot be effectively globalized.
  • Procurement is looking forward to greater levels of automation, Big Data utilization, and more internal client-friendly sourcing tools in order to transcend the tactical focus of their roles, fully dedicating themselves to strategy.
  • The strategic element of procurement is widely coming to focus on the concept of value creation. Within the role, a consultative relationship with other business leaders is the new gold standard, wherein procurement seeks to collaborate around sourcing by meeting teams half way, as opposed to taking a rigid stance aimed at simple cost reduction.
How Retailers are Meeting Consumer Demands for Mobile

How Retailers are Meeting Consumer Demands for Mobile



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This report is based on the results of an on-site survey delivered to leading industry professionals attending the Mobile Shopping Summit in October 2016. The research identifies opportunities for retailers to increase customer loyalty, and build mobile strategies that will enable their success, including:

  • Personalizing the mobile experience using customer data
  • Improving customer relationships with push notifications
  • Enabling targeted marketing for mobile shoppers
  • Increasing customer engagement and lifetime value