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  • Creating An Omnichannel Experience For Your Customers

    Sponsored by: Genesys

    Consumer behavior is rapidly changing in today's always-on digital world ... and according to an Aberdeen Report; companies with an omnichannel program see 25% annual growth in revenue and a lower volume of customer complaints. Learn how to create an omnichannel contact center experience for your customers.

  • Safety Meshing: Hybrid trust models in social networks for end-to-end encryption

    Sponsored by: ComputerWeekly.com

    This article in our Royal Holloway Information Security Thesis series looks at an alternative approach to end-to-end encryption.

  • Omnichannel is No Longer Optional

    Sponsored by: Genesys

    Find out how contact centers can create real-time visibility into all interaction types to build and enhance their omnichannel strategies and meet their customers wherever they are.

  • 2017 Consumer Insights Survey, Thailand

    Sponsored by: SAP Hybris

    Learn about the latest trends in customers' behavior in Thailand, from their expectations to the channels they seek out most, and uncover 5 ways to win customers' hearts.

  • Omnichannel is No Longer Optional

    Sponsored by: Genesys

    Find out how contact centers can create real-time visibility into all interaction types to build and enhance their omnichannel strategies and meet their customers wherever they are.

  • The Omnichannel Customer Engagement Playbook

    Sponsored by: Genesys

    Find out how mid-size and large contact centers can architect omnichannel CEM strategies that target each stage of the customer journey. Learn about the differences of omnichannel vs. multichannel, and uncover the potential benefits of these types of strategies.

  • Engage with Customers in an Ultra-Connected Era

    Sponsored by: Genesys

    Find out how to use an integrated cloud-based contact center management system to orchestrate sound omni-channel strategies and deliver differentiated customer experiences. Learn how to make your contact center mobile and social media friendly and increase customer engagement.

  • CRM and Digital Opportunities for Today's SMBs

    Sponsored by: Salesforce

    This report, commissioned by Salesforce, aims to identify potential areas SMBs can improve when it comes to using CRM and digital technology. Learn how to create more targeted, personalized marketing strategies, orchestrate multichannel strategies, assess the potential financial benefits of CRM, and more.

  • Promoting Your Business Abroad: How to Prep Your Strategy for Exporting

    Sponsored by: Sage (UK) Limited

    Learn how to get started with exporting and take steps towards increasing sales opportunities and growing your customer base. Discover how to adapt your website to promote your business internationally, market your business with advertising and social media, support exporting with accounting software, and more.

  • The Public Sector Guide to Social Media Strategy and Policy

    Sponsored by: Smarsh

    This guide outlines some practical steps you can take to develop a social media strategy and policy to help gain the maximum value from your online efforts.

  • Marketing/Sales Alignment: Who is Agile Enough to Win

    Sponsored by: SAP Hybris

    Can marketing pros load their CRM system with viable leads for sales teams? Here, Aberdeen Group reveals what B2B firms can do (and adopt) to share motivation and collaboration among sales and marketing teams.

  • Digital Transformation Trends in IT Services

    Sponsored by: Hewlett Packard Enterprise

    CIOs and other leaders are tasked with taking their organizations to the next level in digital transformation; delivering the agility to stay competitive in a dynamic global market. Access this IDC report to see how CIOs and business leaders should approach assessing their organization's maturity and the next step in their digital transformations.

  • The Multichannel Customer Care Report

    Sponsored by: Zendesk

    Today's customer wants the personalized experience of human communication but expects the speed and ease of automated services – thereby creating a paradoxical conundrum for businesses. Uncover the key findings of this 2017 customer care report to learn about multichannel strategies for meeting rising expectations.

  • Employee Social Network Password Practices a Major Workplace Risk

    Sponsored by: Thycotic

    A survey conducted at the February 2017 RSA Conference in San Francisco reveals startling and disturbing insights into the password habits of security professionals (and likely their fellow employees). Discover key survey findings that can help protect your organization.

  • Using Chatbots, Live Chat, and Messaging To Interact With Customers

    Sponsored by: [24]7

    Gone are the days of just email and phone for connecting with customers. Research reveals that chat — including online chat tools and messaging apps — is now the most popular way for consumers to interact with retailers. In this research report, discover how customer service has changed with the adoption of chat channels.

  • Vodafone GmbH Enhanced Customer Experience Across Channels

    Sponsored by: Genesys

    Mobile phone network company, Vodafone GmbH, knew they needed to enhance their customer service. Previously, their communication channels operated in silos that caused customer frustration. Discover how Vodafone GmbH was able to accomplish this goal, and also enable a high-quality mobile app for their customers.

  • Are we trusting social networks too much?

    Sponsored by: ComputerWeekly.com

    This article in our Royal Holloway Security Series sheds an often uncomfortable light on the privacy risks people incur by using social media, and offers advice on how to minimise those risks

  • Explore the Changing Contact Center Landscape

    Sponsored by: LogMeIn Rescue

    New technology is shifting contact centers in a different direction – one that appeals more to current customer expectations. In this expert guide, discover new opportunities available for contact centers. Explore why infrastructure has become a major concern, new multichannel technology, and how one call center made social media work.

  • Chit-Chat: The New Team Messaging Apps Go Mainstream

    Sponsored by: SearchNetworking.com

    In this special edition of Network Evolution, we explore how the rise of team collaboration apps could change the way enterprises do business.

  • Customer Engagement Strategies Hinge on Social Media Savvy

    Sponsored by: Bazaarvoice

    Social media plays an important role in customer engagement strategies, but many sales and marketing teams struggle with how to use social platforms. This guide features insights from Sales Machine 2016, a two-day sales best practices and technology convention. Learn how you can use social media as an effective customer engagement tool.

  • Social Media Monitoring Long on Promise, Short on Results

    Sponsored by: SearchContentManagement

    Every company knows that social media holds great insight into customer desires, but many are failing. This handbook on social media monitoring identifies some of the difficulties and provides suggestions on converting raw data into actionable information to successfully engage audiences, identify prospects and enhance brand awareness.

  • InterSystems Caché gives PCS an advantage in cloudbased social media management applications

    Sponsored by: InterSystems

    Thanks to social media, brand perception can change rapidly in any given market. Read on to learn how cloud technology eases brand management in existing markets and transitions into new ones.

  • New Rules of Engagement: Dispelling 3 Myths of Communications

    Sponsored by: Avaya TSG

    Take a closer look at the pros and cons of adopting a consumer-like approach to business communications. Explore 3 enterprise communication myths, and how you can selectively leverage components of these misconceptions to foster a culture of engagement.

  • New Rules of Engagement: Dispelling 3 Myths of Communications

    Sponsored by: Avaya CenturyLink

    Take a closer look at the pros and cons of adopting a consumer-like approach to business communications. Explore 3 enterprise communication myths, and how you can selectively leverage components of these misconceptions to foster a culture of engagement.

  • Engagement Everywhere eBook

    Sponsored by: Avaya

    Two out of three executives under the age of 35 are frustrated by technology at work, but believe they can be more productive with information sharing, and that better communications will positively impact business growth. Find out how else the digital revolution is impacting midsize businesses.

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