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User Experience Research

  • How Open Source Subscriptions Deliver Business Value

    Sponsored by: Red Hat

    Transferring to open source software (OSS) requires careful guidance to ensure security and maximize ROI during execution. Access this white paper to learn what to look for in an OSS vendor to guide your transition and see what one company offers as part of their customer experience.

  • The 8 Types of Questions Your Customers Ask Online

    Sponsored by: [24]7

    Consumers want a one-stop shop for their customer service, but most companies fail to deliver this experience and live agents are expensive. That's where virtual agents come in. Access this white paper to learn which 8 types of questions virtual agents can handle and how to optimize your contact center to handle them.

  • Welcome to the Age of Intent: Five Major CX Trends for 2017

    Sponsored by: [24]7

    Customer experience is becoming a major differentiator in an increasingly digital marketplace. Access this white paper to uncover the 5 key trends for improving customer experience this year.

  • How to Improve Customer Experience for Online Shoppers

    Sponsored by: [24]7

    Access this white paper to learn 5 ways to improve the customer experience you offer your online shoppers. Discover how chat should fit into this experience, how to make self-service easier, and just how much you can automate without making customers feel disconnected.

  • Why is Customer Service So Bad at Handoffs?

    Sponsored by: [24]7

    64% of consumers start their customer service journeys online. Where are the rest going? Access this white paper to learn about automated phone's role in customer experience and what your company can do to meet customer expectations.

  • The Robot Apocalypse: Chatbots Make Agents Extinct

    Sponsored by: [24]7

    76% of customers prefer digital self-service above other customer service channels, but relying too heavily on artificial intelligence, like chatbots, creates a lot of problems. Access this white paper to discover where the balance lies between live, empathetic humans, and fast, low-cost, automated robots.

  • Humanize the Customer Experience

    Sponsored by: [24]7

    49% of customers have switched brands due to bad customer experiences and feeling very disconnected from the companies they try to interact with. Access this white paper to discover 4 ways to humanize your digital customer experience.

  • 6 Ways Your EMR is Coming up Short and How a CRM Solution Can Help

    Sponsored by: Microsoft

    Access this infographic to uncover 6 steps to use your CRM tools to boost your EMR system and positively impact the patient and provider experience.

  • How to Extract the Most Value from Your Mobile App Development Process

    Sponsored by: OutSystems

    Over the next few years, mobile user experience is going to play a larger role in determining a business' success. Learn why user experience needs to stay a top priority at every stage of the app lifecycle and how to select the best mobile app development platform for your business needs.

  • Make Every Day a Cyber Monday

    Sponsored by: SOTI Inc.

    84% of shoppers surveyed want to see more location-based technology. Access this e-book to learn how in-store mobile technology is shaping the future of retail. Discover the role the Internet of Things will play in future retail and what this means for e-commerce.

  • Build Better Mobile Apps Faster

    Sponsored by: Oracle Corporation UK Ltd

    Mobile developers are going to see an increase in options and complexity in the coming years. This webcast explores the depths of 5 universal mobile needs and explains how developers will need to approach the future of mobility.

  • Develop a Multichannel Strategy that Supports Customer Experience Management

    Sponsored by: BoldChat - LogMeIn

    Providing a top class customer experience is the key to customer retention, yet, according to a Forrester survey, only 10% of companies plan to invest in multichannel support. This e-guide explains why a strong multichannel presence is a necessity and walks you through the steps to developing your own strategy.

  • Leveraging Office 365 with VMware AirWatch

    Sponsored by: vmware airwatch

    As enterprises embrace adoption of Microsoft Office 365,  achieving a balance between security and user experience is often difficult. In this 60-minute webinar, discover how an enterprise mobility management tool easily integrates with both Office 365 and VMware Identity Manager to optimize user experience and ensure data security.

  • End-to-end Application and End-user Management with VMware

    Sponsored by: VMware

    This white paper illustrates several real-world implementations and day-to-day experiences that demonstrate how IT organizations are embracing a user-centric model for improved management benefits to achieve key performance and business results and stay competitive.

  • Manage Your Digital Workforce for Omnichannel Success

    Sponsored by: Genesys

    In this white paper, you'll learn how to manage your digital workforce to provide the best omnichannel customer service possible. Discover ways to drive revenue and satisfy customers.

  • Digital Transformation for Midsize Contact Centers

    Sponsored by: Genesys

    As a result of digital technologies and e-commerce transformation, an omnichannel customer engagement strategy is necessary for growing contact centers. This e-book examines problems surrounding omnichannel customer engagement and technology traps that midsize contact centers often fall into.

  • Solved: Common VDI Storage Challenges

    Sponsored by: Dell EMC and Intel®

    Discover how your storage peers are solving their most complex VDI challenges with all-flash array technology and learn how you can answer your most demanding VDI storage issues including complexity, cost, end-user experience and more.

  • Ten Steps to Reap the Rewards of Chat Support

    Sponsored by: Bomgar Corp.

    Chat is proven to be customer and budget friendly, so why are organizations waiting to pull the trigger? Access this infographic to explore the 10 steps to reaping the full benefits of chat support. Learn how to handle implementation problems to launch and gain value from your chat support channel.

  • Research Report: How To Deliver the Omni-Channel Support Customers Want

    Sponsored by: BoldChat - LogMeIn

    Customers expect contact centers to provide a greater ease of use and faster response time than ever. This may seem daunting given the need for omni-channel support, but it doesn't have to be. Access this comprehensive research report to learn how to reduce customer effort across your omni-channel approach.

  • CW500: Enterprise collaboration for a mobile workforce – Parliamentary Digital Service

    Sponsored by: ComputerWeekly.com

    Computer Weekly's CW500 Club heard from IT leaders who have introduced collaboration technology to support an increasingly mobile workforce. This presentation came from Laura Bennett, head of digital collaboration at the Parliamentary Digital Service.

  • Effective Mobile Customer Engagement Report 2016

    Sponsored by: BoldChat - LogMeIn

    85% of consumers are unlikely to do repeat business with a brand following a bad mobile experience. Access this report to learn why you need to treat your mobile experience as more than an extension of your current customer engagement strategy and how to effectively manage your mobile engagement.

  • Proactively Engage Your Customers in Every Channel—Without Losing Your Mind!

    Sponsored by: Genesys

    In this on-demand webcast, hear from speakers Art Schoeller, VP and Principal Analyst, at Forrester and John Tallarico, VP of Product Management, at Genesys as they reveal new Forrester research on proactive customer communication, including usage, benefits, and a definitive maturity model of proactive customer communication.

  • 5 Ways To Improve Your Customer Experience This Holiday Season

    Sponsored by: BoldChat - LogMeIn

    Online shoppers have high expectations, and 82% of consumers have stopped doing business with a brand after just one bad experience. Access this e-book to gain 5 tips on bolstering your customer engagement strategy during this year's holiday season.

  • WCM's New Role: Targeted Customer Experience

    Sponsored by: Sitecore

    Integrating CRM with revamped WCM strategy is pushing WCM into a more prominent role as companies aim for highly personalized and targeted customer experiences. Learn about its evolving role, how many of your peers are planning to invest in WCM initiatives, and how WCM meets CRM.

  • Peruse The VDI Client Showroom To Find Your Style

    Sponsored by: Dell, Microsoft and Citrix

    Finding the right VDI client is crucial to delivering virtual desktops users will enjoy working with. This e-guide highlights how HTML5 browsers, thin clients, zero clients, and repurposed PCs are all viable options.

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