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Customer Service Research

  • Measuring Customer Experience in the Banking Industry

    Sponsored by: New Relic

    In this article, learn about the 3 key dimensions that compose an effective online banking customer experience. Discover how to measure customer experiences through the use of key performance indicators (KPIs), and get the tools you need to determine the success of your customer experience strategy.

  • The Evolving Contact Center: From Call Center to Customer Experience Center

    Sponsored by: Burwood

    In this white paper, learn how to upgrade your contact center's capabilities through understanding and meeting the demands of the 21st century consumer. Explore the 3 stages of a successful contact center evolution, and review guiding principles for leveraging your customer service center.

  • Dynamic Case Management - A Key Capability in the Contact Center

    Sponsored by: Appian

    Dynamic case management helps simplify complex interactions so customer service agents can provide resolutions faster—improving CX and customer retention. Read this white paper to learn how Appian Intelligent Contact Center with dynamic case management capabilities can help your call center exceed the KPIs that matter most.

  • How to Choose the Best CRM System & Strategy

    Sponsored by: SugarCRM

    Download this expert guide to explore a Q&A with Drew Whitcomb, Business Development Manager of SaaS consultancy Lunar, and learn about the dos and don'ts for choosing a CRM system, whether you're licensing one for the first time or migrating to a new system.

  • 5 Signs It's Time to Change Your IT Service Desk

    Sponsored by: Freshworks

    In this informative brochure, explore 5 signs of a failing IT service desk. Learn why modern organizations are retiring their legacy IT software, and review your software options with Freshservice.

  • 12 Cognitive Search Providers and How They Stack Up

    Sponsored by: Attivio

    In this Forrester Wave evaluation report, compare and contrast 12 of the most significant cognitive search providers on the market today. Explore why current cognitive search providers are doubling down on AI technology, and decide what cognitive search provider is right for your organization.

  • Prepare Your Service Desk for Digital Transformation

    Sponsored by: Freshworks

    View this research report to gain a better understanding of the role the service desk plays in digital business transformation. Discover the major motivations behind digital transformation projects, and explore how service desk professionals feel about digital business transformation.

  • To Achieve a Consumer-Grade Employee Experience, HR Must Follow CRM

    Sponsored by: ServiceNow

    HR leaders strive to satisfy the increasingly elevated expectations of a technically savvy workforce to create a positive perception of the HR organization and, by proxy, the employer. Download this report to find out how to provide a consumer-grade employee experience with 8 building blocks.

  • Customized & Configured: The Secrets Behind How Leading Companies Achieve Consistent Growth

    Sponsored by: Wrike

    Download this e-book to learn how some of today's leading companies have invested in customizable and configurable tools and adopted flexible processes to scale without limits.

  • 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.

  • 3 Steps Every CIO Should Take to Increase Productivity

    Sponsored by: Avtex

    Download this white paper to find out what your organization can achieve when you optimize Office 365 to truly impact productivity. Learn more about the 3 actionable steps every CIO should take to improve the effectiveness of your organization by knocking down roadblocks one step at a time.

  • The Ultimate Guide to Workflow Automations Across Marketing Apps

    Sponsored by: Workato

    In this e-book, learn how marketers can improve their customer engagement and customer experience strategy with Workato. Discover Workato product features and benefits, and explore how Workato can help your organization achieve marketing workflow automation, stay on top of key customer touchpoints, and more.

  • The Future of the Contact Center

    Sponsored by: Avaya

    In this Gartner research report, discover what to expect from the future contact center. Learn how AI can help revolutionize your engagement and interactions, and explore the technological changes paving the way for the contact center of the future, including cloud technology, chatbots, and more.

  • Reimagining the Employee Experience in Banking

    Sponsored by: ServiceNow

    Read this white paper to learn how to provide a compelling employee experience that not only reduces turnover—but also improves customer experience as a result.

  • How to Empower Financial Services Employees to Deliver Great Customer Experience

    Sponsored by: ServiceNow

    If your employees are consistently hung up navigating disparate, clunky legacy systems in order to provide customers with the insights and solutions they need—both parties will fatigue. Read this white paper to learn how to improve customer experience at its roots—by improving employee experience first.

  • Engagement Fundamentals for Improved Patient Care Outcomes

    Sponsored by: ServiceNow

    Healthcare providers are not immune to the customer experience revolution that has swept across many industries in the wake of technological advances. Download this white paper to uncover the 5 core areas of focus in delivering a positive patient experience and learn how ServiceNow can help strengthen patient engagement for improved care outcomes.

  • Redefining Service Delivery for Citizens

    Sponsored by: ServiceNow

    A positive service experience drives more engagement with an organization. This applies in private and public sector, but it's not easy to achieve. Although everyone wants to provide excellent service, many challenges exist in delivering efficient, modernized services. In this white paper, review a checklist for modernizing customer experience.

  • North Face Improves Online Customer Care with Bold360

    Sponsored by: LogMeIn, Inc.

    In this case study, explore how The North Face improved their online customer care with a live chat and email management tool from Bold 360. Review Bold360 product features and benefits, and decide if Bold360 is right for your organization.

  • Royal Bank of Scotland

    Sponsored by: LogMeIn, Inc.

    Royal Bank of Scotland implemented a tool that provided agents with contextual information about each customer in real-time, as well as relevant solution suggestions for improved efficiency and customer retention—read more to find out what the used.

  • How to Choose the Right Customer Service Software for Your Business

    Sponsored by: LogMeIn, Inc.

    In this report from Forrester, discover the best methodology for selecting a customer service platform. Learn what to look for in your next CRM suite, and explore top tips for evaluating specialty customer service vendors.

  • A 3-Step Approach for Shifting Your Contact Center into High Gear

    Sponsored by: NICE Systems, Ltd

    In this e-book, discover 3 steps proven to elevate your contact center strategy. Learn why traditional methods are no longer sufficient in maintaining the efficiency of your contact center, and explore how predictive behavioral routing can help your organization justify investments in more progressive technology, including AI and analytics.

  • 5 Things to Consider Before You Invest in Predictive Behavioral Routing

    Sponsored by: NICE Systems, Ltd

    In this e-book, explore the benefits of predictive behavioral routing for the contact center. Review 5 questions to ask your potential predictive behavioral routing provider, and learn about the key technological features of a successful predictive behavior routing software.

  • Zalando

    Sponsored by: LogMeIn, Inc.

    In dire need of a CX improvement, Zalondo discovered a solution that allowed their customers to receive intelligent search results and recommendations that expedited their help queries—read this case study to learn which solution they chose and what other ways it was able to improve their customer experience.

  • The Customer Experience Role in Best-Run Midsize Companies: Embedding Intelligence to Drive CX

    Sponsored by: SAP

    In this research report, discover how an improved CX can help midmarket companies transform into intelligent enterprises. Explore why the best-run midmarket companies prioritize customer experiences, and explore how CX can drive your organization's digital transformation.

  • Empower the Digital Workplace with Enterprise Chatbots

    Sponsored by: BMC

    In this white paper, learn how enterprise chatbots can be used to meet changing employee expectations. Discover the benefits of chatbot technology, and explore how chatbots can help your organization increase business agility and improve cost savings.

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