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Customer Service Research

  • From SalesforceIQ to Freshsales: How CovalentCareers increased revenue by 100%

    Sponsored by: Freshworks

    Access this case study to learn 4 Freshsales features that eye care start up CovalentCareers is using to their advantage.

  • Making the Switch: How 8 Companies Improved Customer Experience with Zendesk

    Sponsored by: Zendesk

    Businesses live and die with their customer experience, which can be a problem as your company grows and you need to scale up your customer service infrastructure. But it’s possible to provide an excellent customer experience at scale. Check out this white paper to learn how Uber, Airbnb, and Instacart scaled their CX without losing quality.

  • An introduction to SAP Business One

    Sponsored by: Sapphire

    Check out this white paper to learn the key capabilities of the SAP Business One ERP solution and discover how working with Sapphire Systems will help your business move forward faster.

  • Meeting the advanced challenges of modern CX

    Sponsored by: Zendesk

    Access this white paper to learn the top 4 CX challenges to overcome and discover how Zendesk can meet these challenges head on while enabling companies to build a complete view of their customer experience, empower agents with quick, easy access to customer details, and meet the expectations of the modern customer.

  • Customer Service and the Future of Work

    Sponsored by: ServiceNow

    This 2020 IDC Perspective explores the interplay of customer and employee experience as a core component of digital transformation. It offers insight into a holistic strategy for improving customer service and thus customer experience (CX), including consumer expectations, the role of automation, and human-machine collaboration.

  • What Are Successful CX Leaders Doing Differently?

    Sponsored by: Verizon

    Customer experience has become the distinguishing factor for many businesses today, with some consumers valuing their experience even over product quality. But how can you continue to provide the best customer experience possible? Check out this white paper to discover how leaders in the field are using technology to offer exceptional experiences.

  • B2C Commerce Suites, Q2 2020

    Sponsored by: Adobe

    Access this white paper to learn about the 31-criterion evaluation of the 10 most significant B2C commerce suite providers and see how they compared.

  • Three Benefits of Delivering Unified Commerce

    Sponsored by: Adobe

    Access this white paper to discover the 3 major benefits of delivering unified commerce.

  • How PIMCO is Scaling Their Human Capital with the Power of Digital

    Sponsored by: Fractal

    For global investment management firms like PIMCO, terms like digital transformation mean using all the data and technology at your disposal to create a better experience for your customers. Check out this interview with PIMCO’s head of digital marketing to learn how they broke down data siloes and turned unused data into insight.

  • The Role Human Touch Plays in the Digital Customer Experience.

    Sponsored by: Verizon

    Digital transformation has deeply impacted the customer experience. As technology and automation take on greater roles in customer service, it’s more important than ever to show customers you care about them as human beings. Read on to learn how to create the best possible customer experience, and create lifelong customers, in the digital age.

  • Supercharging customer service: Reimagining the operator experience at Grocery Outlet

    Sponsored by: ServiceNow

    Access this webinar recap to explore the benefits and ROI that large retailer, Grocery Outlet, has experienced since implementing ServiceNow’s Customer Service Management solution, including Proactive Service and Effortless Self-Service.

  • How Digital Transformation Impacts CX

    Sponsored by: Verizon

    The most important goal of digital transformation is to enhance the customer experience. In this article, learn 6 ways your business can use digital transformation to impact CX for the better. Read more here.

  • Create High-Value Customer Experiences in the Field like HP Indigo

    Sponsored by: ServiceNow

    Read this webinar recap to see how digital printing provider, HP Indigo, improved product uptime and CX by aligning customer service and field service with ServiceNow.

  • ROI of ServiceNow Customer Service Management for CSPs

    Sponsored by: ServiceNow

    ServiceNow recently commissioned Forrester Consulting to conduct a Total Economic Impact (TEI) study. It examines the potential ROI from ServiceNow Customer Service Management for enterprises in the communication sector. Explore the key findings in this white paper.

  • Ten Tips for Developing a Powerful End-to-End Contact Center Testing Plan

    Sponsored by: Empirix

    In order to implement the right testing scenario for your customer experience, first you must fully understand your existing environment. Inside this guide, find 10 tips for developing and planning end-to-end contact center testing.

  • The Future of IVR Service Assurance

    Sponsored by: Empirix

    In order to retain customers, enterprises have been using Voice of the Customer (VOC) programs to boost ROI. And now, businesses are shifting to self-service IVR platforms to get the most out of VOC programs. Learn more in this guide.

  • Restarting Retail: 4 Ways to Gain a Digital Edge

    Sponsored by: DMI Inc

    In the past few months, customer experience has faced some digital upheaval. In this guide, learn about the top four customer experience strategies businesses have discovered to gain a digital edge. Read about the specifics here.

  • Delivering Effortless Customer Engagement in Retail

    Sponsored by: Twilio

    Download this eBook to explore research on the state of retail, and tips for delivering the connected experience that customers expect.

  • Creating Consumer Impact in Retail

    Sponsored by: Twilio

    When customers engage with brands, they prioritize two things: Convenience and customization. The growing number of touchpoints is complicating the customer journey. In this white paper, learn about a flexible but one-to-one communication strategy can reduce complexity while delivering quality experiences.

  • The Future of Customer Experience

    Sponsored by: RingCentral

    Watch this video, to hear from RingCentral’s AVP of Customer Engagement John Finch as he describes the future of effortless customer engagement, and the steps organizations must take to achieve that.

  • Building connected experiences in the era of algorithmic marketing.

    Sponsored by: Adobe

    As part of Adobe’s Experience Essential series, this installment provides examples of what a good, connected marketing experience should look like.

  • Headless commerce primer for the enterprise.

    Sponsored by: Adobe

    In this 24-page guide, find an overview of how “headless commerce” architecture works, its business benefits, and the changes your team should make to put this approach to work.

  • The future of marketing is creative.

    Sponsored by: Adobe

    Access to data makes us smarter—but all this information also makes us slower. With a plethora of customer data to sift through, businesses seize up. With this new Adobe guide, businesses can learn how to get back to using customer data productively.

  • Mastering the complex buyer journey.

    Sponsored by: Adobe

    In this introductory guide, learn about the basics of customer experience (CX) so that your business can achieve customer experience management (CXM) success.

  • You Don’t Just Want Answers, You Want the Right Answers!

    Sponsored by: Serviceaide

    Scripted chatbots and virtual agents are more different than you think. In this webinar, learn exactly what sets the two technologies apart. The webinar also provides insight into how automation and knowledge management are powering intelligent virtual agents in customer support.

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