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Customer Interaction Services Research

  • A Manufacturer’s Guide to Growing Profitably

    Sponsored by: Epicor Software Corporation

    Most manufacturers expect to grow their business in the next 12 months and with the right IT in place, they can ensure this change is successful. Study this ebook to learn 5 key growth factors that contributed to business growth last year and 5 risks that may hinder growth in the coming year.

  • Case Study: Mars Consolidates Its Data to Fuel the Digital Shelf

    Sponsored by: Salsify

    Pet food brand Royal Canin needed to ensure every piece of product content was consistent, accurate, and met every retailer’s unique requirements. Access this case study to learn about the solution they implemented, which now serves as the central source of truth for product content information for all Royal Canin products.

  • Legacy Infrastructure & Disjointed Strategic Vision Are Barriers to Next Gen Customer Experiences

    Sponsored by: Comcast Business

    Despite the ubiquity of technology throughout the customer journey, customers still want human-like interactions with brands. In order to provide this, organizations should focus on providing empathy at scale. In this IDC study, explore the challenges of building out empathy at scale and how you can overcome 3 common barriers.

  • The Total Economic Impact of ServiceNow Customer Service Management

    Sponsored by: ServiceNow

    Arguably the most important aspect regarding a potential investment in ServiceNow’s Customer Service Management software is the financial outcomes. Explore the cost savings you could experience with the CSM software in this Forrester TEI report.

  • The Customer Experience Perspective

    Sponsored by: ServiceNow

    Corinium Global Intelligence recently asked 100 C – level professionals how they optimize customer service within their organization. Access this eBook to explore the results from the study, and review the about the 5 keys to a successful customer service operation.

  • 4 Keys to Predicting Intent in Customer Care

    Sponsored by: DMI Inc

    Using predictive algorithms, organizations can pull in data from multiple sources and make educated guesses about customer intentions. Read this white paper to gain a better understanding of the customer journey through 4 key steps.

  • The Silent E-Commerce Sales Killer: Customer Journey Hijacking

    Sponsored by: The Media Trust

    One of the most critical aspects of digital retail is ensuring a seamless, tailored shopper experience. While e-commerce leaders invest resources into ensuring this, the conversion rate from site visit to sale is just 2.86%. In this article, explore how customer journey hijacking is redirecting your customers and how to protect against this.

  • 360 View: Enhance and scale your customer experience strategy

    Sponsored by: Adobe Inc

    Open this webcast to review the key ways you should be engaging customer in modern contexts, and how you can leverage audience analytics for more effective connections.

  • Managing experiences across the customer lifecycle

    Sponsored by: Adobe Inc

    Customer experience is quickly becoming the centerpiece of business operations – those that ignore or neglect their CX will likely struggle to keep pace with competitors. Watch this webinar to see how Travelocity leveraged 5 pillars of CX to enhance their own customer-centric approach.

  • Incredible content, incredible experiences.

    Sponsored by: Adobe Inc

    Users want more personal experiences – which means the content you produce and share better align with those expectations or you lose out on those opportunities. Open this whitepaper to learn 3 ways you can create content that better aligns with CX goals, and intelligently personalizes for each user.

  • 2019 Digital Trends: Creativity in Focus

    Sponsored by: Adobe Inc

    With CX at the heart of modern digital initiatives, the way enterprises design these experiences can create your competitive advantage – or erase it. Download this insightful overview to explore the 3 key elements of creative UX and see how UX design stacks up against other methods of differentiation.

  • Magic Quadrant for Personalization Engines

    Sponsored by: Adobe Inc

    Download this personalization engine (PE) vendor report, which can help your prepare for your next PE purchase by cross-comparing 14 leading solutions from companies like Adobe, Oracle, and Evergage.

  • Commonwealth Bank of Australia: Exceeding customer expectations with personalized conversations

    Sponsored by: Pegasystems

    With digitalization enabling all-time levels of daily customer interactions, capitalizing on these experiences has become business critical to business success. Watch this brief 3-minute video which outlines how Australia’s biggest financial institution used a customer engagement engine to enhance their customer experience satisfaction.

  • 6 Reasons Customer Experience Management is the New Enterprise Marketing

    Sponsored by: Contentstack

    In this article, explore 6 reasons why customer experience management (CEM) should take precedence in your enterprise marketing strategy. Discover how a great CX adds value to your brand, and uncover how CEM makes powerful enterprise marketing affordable and attainable.

  • Create a Great CX Strategy in 6 Steps

    Sponsored by: 4Net

    How can your organization create a compelling customer experience (CX) strategy? Inside discover what constitutes a successful CX, and explore the 6 steps your organization should take to build a successful CX and confer a competitive advantage.

  • SFG Success Spotlight: Consolidating Multiple Systems and Data Sources into FlexOMS

    Sponsored by: SFG

    With this case study, learn how your organization can improve its customer experiences with a unified database from SFG. Explore how SFG's SaaS software helped their multi-brand client achieve a 360-degree view of their customer without compromising the flexibility and strength of their software, and decide if SFG is right for your organization.

  • Revving Your Salesforce Community Engine: See How 5 Great Brands Are Leveraging Search to Drive More Engagement and Better Self-Service

    Sponsored by: Coveo

    View this white paper to learn how 5 great brands are leveraging AI-powered search technology to drive more engagement and better service across their organization.

  • How Relevant is Your Organization? Explore the Coveo Customer Service Relevance Maturity Model

    Sponsored by: Coveo

    View this white paper to discover how a relevance maturity model can be used to help your organization recognize where they are, where they want to go, and how to get there. Review how a relevance maturity model can help improve customer satisfaction and support, and explore your software options with Coveo.

  • It's Good to Talk Even in a High Tech World

    Sponsored by: BT

    View this white paper to learn how those in the media and technology industry can improve their customer service experience through the use of a strong voice channel.

  • Appian for Financial Services: Intelligent Contact Center

    Sponsored by: Appian

    Download this white paper to learn how an intelligent contact center can provide a complete, single view of the customer while driving rapid revolution, leading to superior agent performance and world-class customer experiences.

  • Overcome the Greatest MSP Challenge: Customer Acquisition

    Sponsored by: Unitrends

    This e-book is designed to help you overcome the customer acquisition hurdle. Download it for guidance on not only finding new customers, but ensuring their data—as well as that of your existing customers—is secure and protected.

  • Customer Engagement – The Road to 2020

    Sponsored by: West IP Communications

    This resource presents survey findings on consumer preferences and offers recommendations for contact center managers to close the gap between digital technology and customer engagement.

  • Guide to Better CX: AI, Chatbots, and More

    Sponsored by: ServiceNow

    What's the key to a successful CX? Is it personalization, AI, chatbots—a combination of all the above— or something more? Inside, discover the key to creating a successful customer experience. Learn how chatbots are influencing the state of customer support, and explore how other emerging technology trends can improve your CX success rate.

  • Transforming Customer Support with Artificial Intelligence Capabilities

    Sponsored by: Zendesk

    Download this e-guide to learn about the evolving role of AI in CRM and how chatbots can help enterprises transform their customer service functions. You'll also uncover how AI technologies use customer data to provide valuable insights into emotions, buying behaviors, identities and more to help you take action.

  • Customer Service Analytics to Enhance CX

    Sponsored by: Freshworks

    Nothing instills customer loyalty as much as being treated like a person. There's an innate note of respect and authenticity that emerges in a process when customers need help and it is offered with a personal touch. Keep reading to learn more about the role of customer service analytics.

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