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Customer Service Research

  • The Total Economic Impact Of ServiceNow Customer Service Management

    Sponsored by: ServiceNow

    When looking for a solution, the customer wanted a system that could drive users toward more cost-effective channels, consolidate solutions, reduce SLA payments, and improve retrieval of case data. Open this eBook to learn about the solution they implemented, its 7 benefits, and Forrester’s cost benefit analysis.

  • CSM Essentials Guide: Advanced self-service platforms open new customer frontiers

    Sponsored by: ServiceNow

    Gartner recently found that 15% of all customer service interactions will be handled completely by AI by 2021. But many organizations have also reported difficulty with managing AI technologies. Read the 3 articles in this handbook to learn about the benefits and drawbacks of customer service AI and other self-service platforms

  • Artificial Intelligence & Intelligent Technologies: 3 Strategies for Driving Customer Service Innovation

    Sponsored by: ServiceNow

    Customer service organizations are making significant investments in emerging technologies like AI and analytics to deliver exceptional experiences. Learn how you can integrate intelligent technologies to improve customer service with the help of ServiceNow in this white paper.

  • The Customer Experience Perspective

    Sponsored by: ServiceNow

    businesses need to evaluate their current customer service approach and embark on a journey to ensure they are steering their leaders and enterprise in the right direction. Access this eBook to read about the 5 keys to a successful customer service operation.

  • Customer Service 2019-2024

    Sponsored by: ServiceNow

    Recent trends in customer service have identified the need for a new framework—one that focuses on customers’ journeys and achieving operational excellence. Learn about it, and how you can get started on your customer experience transformation in this Customer Service 2019-2024 outlook.

  • How to Build a Business Case for a Talent Management Solution

    Sponsored by: Cornerstone OnDemand

    The right talent management solution can drive objectives, productivity, employee engagement & development, and support value offerings to customers. Access this whitepaper to discover questions that focus in on talent management topics such as topic strategy, talent tools, and the cost of employee turnover.

  • The Power of The Critical Event Management Platform

    Sponsored by: EverBridge Inc.

    A reliable operational response automation system that leverages foolproof communications, collaboration, and orchestration can keep people safe and businesses running smoothly. Read this white paper to learn the 4 essential requirements for a robust operational response system and to ensure your data is always available.

  • 7 Technology Trends Impacting the Human Experience in 2020

    Sponsored by: DMI Inc

    Discover the seven technology trends predicted to make the biggest splash in 2020’s human experience evolution, including swarm intelligence, digital twins, XR, and more.

  • Top 10 retail technology stories of 2019

    Sponsored by: ComputerWeekly.com

    Computer Weekly looks at what 2019 had in store for the retail industry – what technologies were retailers rushing to adopt and how is customer behaviour changing?

  • 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.

  • Digital Trends Webinar 2019: Data is the new everything and customer experience is king

    Sponsored by: Adobe Inc

    While technology is prevalent for virtually every business operation, the way these digital solutions coexist is, more often than not, disjointed and inefficient. Use this webinar to review 4 data-driven priorities that CX-centered businesses should pursue in 2020.

  • Trends in Creating MSP Value: A 2020 View

    Sponsored by: Asigra

    Written with MSPs in mind, this ESG white paper explains how to establish healthy channel relationships, both with customers and partners, to foster growth and profitability. Download it now to improve the value of your MSP by reviewing 3 MSP success factors, 5 essentials for a healthy business model, and more.

  • The Total Economic Impact of Adobe Sign

    Sponsored by: Adobe Inc

    While signing processes seem menial at first glance, they make a surprising impact on your customer experience – one of the major priorities in modern business. Download this Forrester report on the business and CX value along with ROI of an e-signature tool like Adobe Sign.

  • Digital Transformation in the Financial Industry 5 Steps to Customer Centricity

    Sponsored by: Hitachi Vantara

    Download this white paper, which lays out 5 steps for financial services institutions to take when pushing for a customer centric digital transformation.

  • Top 5 CX Technology Trends for Midsize Contact Centres

    Sponsored by: Genesys

    Download this whitepaper, which dives into 5 key trends of CX that will impact call center success heading into 2020.

  • 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.

  • 7 Secrets to Winning New Clients

    Sponsored by: RapidFire

    Download this white paper to discover a 7-step approach for capturing new clients as an MSP and learn how to use them in your enterprise to win new customers and to streamline the onboarding process.

  • Incident Management in the Age of Customer-Centricity

    Sponsored by: xMatters, Inc.

    In "Incident Management in the Age of Customer-Centricity," learn about the challenges DevOps, ITOps, and business leaders at digital services organizations face as pressure grows to balance the rapid resolution of incidents with the demand for faster innovation.

  • Foundation for Digital Transformation

    Sponsored by: Infovista

    In this EIQ report, gain an understanding of the impact of new consumer expectations on applications, digital transformation and networking systems initiatives within retail, manufacturing and banking/finance industries.

  • The UK Contact Center Decision-Maker’s Guide 2018-19

    Sponsored by: 4Net

    The "UK Contact Center Decision-Makers’ Guide (2018/19 - 16th edition)" is a major annual report studying the performance, operations, technology and HR aspects of UK contact center operations. Download the report to uncover 7 of the major pain points and issues that affect the contact center industry and recommendations for solving these issues.

  • Transforming Customer Experience in Financial Services

    Sponsored by: Appian

    In this webinar, Appian thought leaders Michael Heffner and Todd Marthaler discuss why some financial institutions struggle to create personalized experiences that drive satisfaction and how new technologies can help leverage existing investments while modernizing contact center CX.

  • Transforming Customer Experience in Life Sciences

    Sponsored by: Appian

    Life Sciences organizations have complex environments filled with stringent and continually changing regulations but are still expected to provide customers with simpler processes and personalized experiences. Watch this webinar to learn why life sciences organizations struggle to provide an enjoyable CX, and how to prevent that.

  • The Appian Intelligent Contact Center

    Sponsored by: Appian

    Watch this webinar to learn how leading organizations are transforming their CX with a unified customer view, universal agents, and seamless customer engagement to deliver the CX modern customers expect.

  • Going Beyond ROI with ROX

    Sponsored by: Contentstack

    The concept of return on experience (ROX) provides a gauge to assess the impact of a given experience on a business’ KPIs. Read this e-book for a deep dive into just how ROX can do this, how to calculate it and grow it, and—most of all—the real benefits its use has had on some major brands.

  • 5 Tips For Improving Customer Experience In Retail

    Sponsored by: Dropbox

    Shoppers want a seamless customer experience (CX) when they interact with brands. They want to quickly find the items/services they need and have meaningful interactions with their brand of choice along the way. Use this white paper for 5 tips that will help you improve your CX, and better meet demanding customer expectations.

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