Customer Satisfaction Research
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Transforming Customer Experience in the New Digital World
Sponsored by: GenesysThis white paper will show you how taking a holistic approach to digital channels in the contact center and beyond and integrating them into your customer experience strategy allows you to transform the end-to-end customer journey and deliver consistent, seamless and personalized experiences across all channels, touchpoints and interactions.
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Deepening Customer Experience: Analyzing, Optimizing and Integrating CEM
Sponsored by: KANA"It's difficult to have a single view of the customer because of all the forms of communication," says Donna Fluss of DMG Consulting. As customer experience management (CEM) spans multiple departments and tools, optimizing CEM can be a complex and daunting task. Fortunately, this expert e-guide serves as a roadmap to CEM transformation.
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A New Style of IT: The Dawn of a New Normal
Sponsored by: Hewlett Packard EnterpriseUncover the key findings from research conducted by Gartner to expose what digital business means for companies, and how to enhance the customer experience to thrive in the digital era.
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Transforming Customer Service in Financial Services
Sponsored by: Hewlett Packard EnterpriseFind out how HP is helping the UK Post Office manage over 3 million customer accounts, and enhance their customer experience.
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How to Meet and Exceed Customer Demands
Sponsored by: GenesysCustomers expect a great end-to-end experience. Wherever work is accomplished in the enterprise, it's all part of the Customer Service Value Chain. Is your enterprise meeting this expectation? What about in the future?
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Social Login 101
Sponsored by: GigyaView this white paper to learn why social login -- with permission-based access to first-party identity data -- is the better option for getting the kind of information that creates relevant cross-channel experiences. Read now to explore the basics of social login, best practices, and benefits for consumers and businesses.
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How a Top E-Commerce Strategy Leads to Strong Sales
Sponsored by: ZeroLag Communications Inc.In this e-guide, Brian K. Walker of Forrester and other experts provide six key factors that can make or break a customer's shopping experience and, ultimately, an e-commerce business.
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Optimizing Magneto E-commerce Sites for Increased Sales and Customer Satisfaction
Sponsored by: ZeroLag Communications Inc.Find out which platform is capable of maximizing the performance of your e-commerce web site, increasing sales and improving customer satisfaction.
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Performance Improvement In The Contact Centre
Sponsored by: CiscoFind out how you can improve customer satisfaction, become more competitive and reduce the cost of acquiring and retaining loyal customers by investing more money in contact center technologies.
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How-To Guide: Top Ways to Optimize Your Contact Center Investment
Sponsored by: CiscoFind out what you need to know to ensure your contact center runs to the best of its ability.
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Omnichannel Considerations for the Purchase Order Process
Sponsored by: OpenText GXSFind out how adopting an omnichannel experience can improve the purchase order process, and benefit both the customers and the business.
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Making Business Processes Smarter in the Age of the Customer
Sponsored by: RXP ServicesCustomers 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.
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Successful Customer Experience Calls for Customer Insight
Sponsored by: SitecoreFind out how learning more about what your customers want can boost your customer loyalty rates.
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How to Choose the Best CMS for Customer Experience Management
Sponsored by: SitecoreThe following white paper provides readers with practical advice on how to choose the best CMS for customer experience management. Learn about the 6 roadmap checkpoints for choosing the right CMS, 20 important features to consider, and more.
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Real-Time Insights to Forge Deeper Relationships with Your Customers
Sponsored by: SAPUncover the key features of the SAP Customer Engagement Intelligence application, so you can form valuable relationships with your customers.
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Using SMS for Marketing: A Beginner’s Resource
Sponsored by: StrikeIronOne of the simplest ways to connect with your customers is one they use daily with their friends -- SMS, or text message. In this buyer's guide, learn all about the use of SMS for a variety of customer relationship management (CRM).
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Improve Business Productivity and User Experience: SQL Server 2014 In-Memory Database
Sponsored by: Dell, Inc. and Fusion-ioThis brief paper highlights a leading acceleration system combined with SQL Server in-memory OLTP and how it improves customer experience by boosting system response time and business productivity.
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The Mixed Blessings of Contact Center Automation
Sponsored by: TechTarget Customer ExperienceAutomation 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.
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Improve Business Productivity and User Experience with a Fusion Powered SQL Server 2014 In-Memory OLTP Database
Sponsored by: Dell, Inc. and Fusion-ioAccess this paper to see how a leading acceleration system combined with SQL Server in-memory OLTP improves customer experience by boosting system response time and business productivity.
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Contact Center Metrics and Performance Management
Sponsored by: Five9This expert e-guide provides tips and best practices for working with new contact center metrics to ensure customer satisfaction through every communication channel. Learn how to determine and implement a set of key performance indicators (KPIs) for new channels such as mobile and social media, as well as how to formalize CCPM for optimum results.
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3 Reasons Why CEM Is the Place to Innovate
Sponsored by: OpenTextThe 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.
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IBM Executive Point of View: Transforming Your Business with Software as a Service
Sponsored by: IBMThis white paper takes a look at the capabilities of a unified suite of SaaS solutions and their capabilities when it comes to meeting changing customer demands and driving innovation.
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Creating Intelligent Customer Service Experiences
Sponsored by: Kodak AlarisThis informative resource paves a path to profitable customer relations for your organization and offers 5 key recommendations for creating amazing customer experiences.
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Mobile Checkout: Controlling Shrink With Self-Scanning
Sponsored by: ToshibaWhile mobile self-scanning technology helps retailers improve the shopping experience, many businesses worry about the impact mobility will have on shrink. In this informative white paper, learn how to combine technical, operational, and psychological deterrents to reap the benefits of mobile shopping while also minimizing shrink concerns.
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Revamp Retail Transactions with Omni-Channel Technology
Sponsored by: ToshibaRead 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.