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Customer Interaction Services Research

  • Air Transport Industry Insights 2014

    Sponsored by: ComputerWeekly.com

    This report from SITA looks at the impact of business intelligence on airlines and airports.

  • Making Business Processes Smarter in the Age of the Customer

    Sponsored by: RXP Services

    Customers expect your operations to be instant, seamless and insightful so that each interaction is fast and effective. Access this fascinating white paper today to learn about expert solutions for improving business operations so as to effectively cater to customer interactions.

  • Successful Customer Experience Calls for Customer Insight

    Sponsored by: Sitecore

    Find out how learning more about what your customers want can boost your customer loyalty rates.

  • The Business Value of IBM's Exceptional Digital Experience Solutions

    Sponsored by: IBM

    Get the results of an IDC study conducted on behalf of IBM assessing the impact of migrating from a homegrown digital experience platform to IBM's integrated Exceptional Digital Experience suites.

  • Real-Time Insights to Forge Deeper Relationships with Your Customers

    Sponsored by: SAP

    Uncover the key features of the SAP Customer Engagement Intelligence application, so you can form valuable relationships with your customers.

  • The Mixed Blessings of Contact Center Automation

    Sponsored by: SearchCRM

    Automation technologies were created to provide customers with a standardized, consistent experience. Why, then, are companies trying to avoid them? In this e-book, you'll learn why automation technologies don't work for every contact center use case, regardless of their intent.

  • 3 Reasons Why CEM Is the Place to Innovate

    Sponsored by: OpenText

    The following webcast intends to clarify the current state of customer experience management and how companies can start powerful initiatives of their own. Tune in now to find out how CMOs and CIOs need to work together to make CEM take flight, what needs to be addressed, and much more.

  • Creating Intelligent Customer Service Experiences

    Sponsored by: Kodak Alaris

    This informative resource paves a path to profitable customer relations for your organization and offers 5 key recommendations for creating amazing customer experiences.

  • Revamp Retail Transactions with Omni-Channel Technology

    Sponsored by: Toshiba

    Read this exclusive white paper now to find out the differences between omni-channel and multi-channel technologies, as well as which more is more highly recommended.

  • Rethinking Omni-Channel Merchandise Optimization in the Connected-Customer Era

    Sponsored by: IBM

    In this informative e-book, 5 key steps are highlighted to address merchandise optimization in the connected-customer era. Read on to discover how these steps will connect and optimize your merchandising and marketing activities to secure customer loyalty and future repeat sales.

  • Seven Ways to Make the First Mile of Business Smarter

    Sponsored by: Kofax, Inc.

    Explore this game-changing white paper to uncover the seven ways to make the first mile of business interactions smarter.

  • UC&C Technology Adoption Leads to Increased Business Value

    Sponsored by: Cisco

    This Technology Adoption Profile synthesizes the latest research on the adoption of modern unified communications and collaboration technologies and the value that it provides to companies.

  • Making the First Mile™ of Business Smarter

    Sponsored by: Kofax, Inc.

    This guide reveals how organizations can be better prepared to get customer interactions right from the start in order to drive success, increase revenue and improve profitability. It also discusses a suite of applications that can provide an essential link between systems of engagement and systems of record.

  • The First Mile - Business Critical Real Time Customer Interactions

    Sponsored by: Kofax, Inc.

    In this age of the empowered customer, companies are pressured to stay on their toes so as to retain customer loyalty in the most intuitive, fast, responsive means possible. In this fascinating webcast, learn the importance of the business-critical First Mile of customer interactions – the point at which customer loyalty is either gained or lost.

  • Consult the new dictionary for customer experience KPIs

    Sponsored by: Oracle Corporation

    This guide was written to help identify or measure those critical CX measurement points that provide feedback on the health and success of a CX initiative. It is intended to familiarize you with important CX measurements and Key Performance Indicators (KPIs) along with providing a definition and a method to calculate their value.

  • Measuring, Monitoring, and Improving Customer Experience

    Sponsored by: IBM

    In this SearchCRM.com expert e-guide, find insights from leading organizations and industry authorities to help you address the challenges of monitoring and measuring your CEM strategy. Also inside, find 10 steps for improving your customer experiences.

  • Best Practices in Customer Experience Management

    Sponsored by: IBM

    In this e-guide from the experts at SearchCRM.com, find out why social media has become a powerful tool for customer experience management (CEM), and discover what you can do to drive social media success.

  • Digital CRM and the Customer Experience

    Sponsored by: IBM

    This expert  e-guide describes why digital technologies are proving to be the "next big thing" in the world of CRM, and explores the strategies that small businesses are using to stay competitive in e-commerce.

  • Engaging Customers: New Lessons Around Customer Behavior

    Sponsored by: IBM

    This expert e-guide lays out five CEM lessons learned from AMC's hit TV show Breaking Bad that can help you cook up better customer experiences. Also inside, find a case study that describes the success that doughnut store Krispy Kreme found with the right mobile engagement strategy.

  • Contact Center Metrics for Customer Experience Success

    Sponsored by: Desk.com (A Salesforce Company)

    In this SearchCRM.com expert e-guide, get an inside look at common practices for measuring contact center and organizational performance, and learn how you can transform metrics into a world-class customer experience.

  • Close the Omni-channel Customer Experience Gap

    Sponsored by: IBM

    If your customers cannot move smoothly across all channels, their experiences will suffer. Access this guide to learn how you can close the omni-channel customer experience gap and bring online visibility to your contact center.

  • Choosing the Perfect Customer Support App

    Sponsored by: Desk.com (A Salesforce Company)

    This guide counts down four easy steps to help you cut through the market for customer support applications and identify the tool that meets your business needs.

  • Putting the contact center at the center of the customer experience

    Sponsored by: Aspect

    Today's customers have more control of the conversation than ever before -- and your contact center must be equipped to deliver seamless interactions across a variety of channels, lest your customers take their business somewhere else. To do this, you need a comprehensive platform that enables anywhere, anytime service.

  • Making Sense of the Chaos: Measuring The Influence of Social Media

    Sponsored by: IBM

    In this white paper, find out how, with the right tools in place, today's marketers can understand the value social media provides as a marketing channel and, in coordination with other channels, drive conversions and, ultimately, revenue.

  • 5 Tips For Setting Measurable Social Media Goals

    Sponsored by: MarketWired

    While social media offers your business a variety of opportunities to grow its customer base, increase brand awareness, and drive revenue, those benefits are unattainable without a solid strategy in place. To realize your social media goals, you need to first determine metrics and measurements of your strategy's success.

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