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CRM Services Research

  • How to Make the Customer Experience a Competitive Advantage for Your Business

    Sponsored by: Skedulo

    Download this white paper to explore the 4 key steps you can take to improve your customer journey.

  • How CIOs Benefit from An Effective Digital Transformation Strategy

    Sponsored by: NGINX

    Download this white paper to review the importance of having an effective digital transformation strategy and the benefits it can offer CIOs.

  • How Not to Lose Your Customer in 3 Seconds

    Sponsored by: NGINX

    The consequences of a bad digital experience can be severe. In fact, recent research found that 90% of users will only give a website 3 seconds to load before abandoning it. So—given how important enjoyable digital experience is—what can you do to not lose a customer after 3 seconds? Find out in this white paper.

  • How Holiday Inn Re-vamped their Contact Center with CallMiner

    Sponsored by: CallMiner

    Holiday Inn Club Vacations is a collection of resorts in the U.S. Hoping to expand their contact center and better meet compliance requirements, the company implemented CallMiner’s Eureka platform. Learn about Holiday Inn’s experience and the benefits Eureka helped them realize in this brief video.

  • SearchUnify’s Cognitive Search Solution for Salesforce

    Sponsored by: SearchUnify

    How could implementing AI-powered search into your Salesforce environment benefit you? Find out in this product overview, which explores SearchUnify’s cognitive search tool for Salesforce and the benefits you can achieve with it.

  • Is it time the contact center walked away from social media?

    Sponsored by: BT

    Download this white paper to learn why some organizations have begun to move away from social media when it comes to contacting customers, and what you can do to derive more value from it.

  • Owner’s Manual for the Modern Demand Gen Engine

    Sponsored by: TechTarget

    Download this e-book to learn how you can build a demand generation strategy that scales with your business to accelerate the pipeline and increase win rates.

  • Turning Your Salesforce Community into a Case Deflection Engine

    Sponsored by: Coveo

    Watch this 60-minute webinar to learn the three ways you can turn your Salesforce Community into a self-service & case deflection engine.

  • Self-Service Best Practices for Salesforce Community Cloud

    Sponsored by: Coveo

    If you want to make great self-service a reality on your Salesforce Community you need to give customers an intelligent and intuitive search experience and proactively recommend content that can help. Watch this webinar to learn tips and best practices you can implement to increase self-service success & boost case deflection.

  • Cognitive Search for Engaging Experiences on Your Community

    Sponsored by: SearchUnify

    SearchUnify is an AI-powered cognitive search platform that makes information from all your enterprise content sources easily accessible on your community, making it more engaging. Learn about it in this product overview, and see how it can help you provide a better search experience.

  • 4 Solutions to the Toughest CX Puzzles

    Sponsored by: 8x8, Inc.

    Falling short of CSAT goals? NPS sagging? Wondering if a single complaint is widespread? Customer experience puzzles can be confounding. Download this infographic to explore 4 methods that can help you get to the bottom of CX issues and see improvements fast.

  • How to Select the Right Commerce Platform

    Sponsored by: Adobe Inc

    Whether you’re trying to keep up with constant changes in customer shopping expectations or differentiate your online and physical stores with superior customer buying experiences, the right commerce platform is a business imperative. Download this white paper to explore key considerations that can help you select the right commerce platform.

  • 3 Steps to Build Trust into Your Customer Experience

    Sponsored by: 8x8, Inc.

    No company wants to be the next data breach headline. Download this infographic for 3 steps that can help you earn and keep the trust of your customers.

  • The Future of AI and the Contact Center

    Sponsored by: 8x8, Inc.

    Intelligent Interactive Voice Response (IVR) is a crucial investment for a contact center. Learn about intelligent IVR and how it utilizes AI to ensure customers get what they need quickly and easily in this infographic.

  • Partnering to Accelerate Results

    Sponsored by: TechTarget

    Whether it’s to fill short-term gaps, raise you over a barrier, or serve as a bridge across territory you always need to avoid, building the right partnerships can elevate your value delivery and demand gen strategy. Download “Partnering to Accelerate Results” to learn how to create partnerships that can help you reach your goals.

  • The Autonomous Customer 2020: Still Phoning, Still Emailing… But Ready for AI

    Sponsored by: BT

    A recent survey by British Telecommunications found that nearly 90% of consumers said they would like organizations to always offer a varying array of channels to meet their needs. Download this Autonomous Customer report to review more results from BT’s research, and explore the 5 major CX trends they identified for 2020.

  • Autonomous Customer 2020: The Importance of Voice Channels

    Sponsored by: BT

    Did you know that person-to-person phone calls are still the most used customer channel? Find out why voice channels are still the most preferred method of communication, and what customers generally expect in those interactions in this infographic.

  • The Road to Agent Experience Maturity: A Self-Assessment

    Sponsored by: NICE inContact

    In recent years, the focus in the contact center industry has primarily been on improving CX, but what’s often not adequately addressed is the agent experience (AX). Download this white paper to review a framework that you can use to enhance your agent experience while improving the overall effectiveness, and impact of your contact center.

  • Inside Sales: It’s Time to Bury Your Cold Contact List

    Sponsored by: TechTarget

    It’s a common industry practice to focus primarily on prospects who match a specific persona or job title—but is that really the best method? According to recent research, the answer is no. Download this resource to learn how you can refocus your efforts and get more leads by homing in on prospects with recent, relevant, pre-purchase activity.

  • 5 Key Trends in Understanding Digital and Channel Success

    Sponsored by: BT

    What does it mean to offer an autonomous customer experience in 2020? Find out in this infographic, which explores 5 key trends in understanding digital and channel success.

  • How Amazon Customer Experience Became E-Commerce Standard

    Sponsored by: SearchAWS

    Amazon made personalization, one-click shopping, quick shipping and easy returns de facto standards for all B2C and now, B2B businesses. Read this article to learn how the company did it, and what's next.

  • Improve Customer Satisfaction, Sales and Workforce Engagement with Genesys AI

    Sponsored by: Genesys

    Many companies implement AI technologies to boost customer service interactions, but its value can—and should—be extended across the entire enterprise. Find out how you can implement AI throughout your entire CX strategy with Genesys in this white paper. Also explore how Genesys has helped other large companies enhance their AI implementation.

  • Why Companies are Trying to Build Empathetic Relationships with Customers

    Sponsored by: Comcast Business

    Download this IDC blog post to see why so many organizations are making the shift from selling a product to providing an experience, and explore the benefits of doing that.

  • The power of possibilities: Buy, extend, and build on a true cloud contact center platform

    Sponsored by: Genesys

    The buy or build debate has permeated the wide range of applications on which contact centers depend. There are good reasons for – and arguments against – each approach. Download this white paper to review the reasons for and against buying and building. Also explore the benefits of using an API-first cloud contact center solution.

  • Building the Business Case for an Omnichannel Contact Center

    Sponsored by: Genesys

    Download this tip sheet to learn 11 metrics for building your business case for omnichannel customer service.

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