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Customer Service Research

  • Legacy Infrastructure & Disjointed Strategic Vision Are Barriers to Next Gen Customer Experiences

    Sponsored by: Comcast Business

    Despite the ubiquity of technology throughout the customer journey, customers still want human-like interactions with brands. In order to provide this, organizations should focus on providing empathy at scale. In this IDC study, explore the challenges of building out empathy at scale and how you can overcome 3 common barriers.

  • Artificial intelligence: Friend or Foe of Customer Service?

    Sponsored by: Genesys

    Download this CustomerThink paper to learn about the use of AI in customer service and explore guidance from analysts and industry leaders in the market.

  • Transform the Telecom Customer Experience with ServiceNow

    Sponsored by: ServiceNow

    As telecom leaders review their enterprise strategies, they see many challenges on the horizon. Arguably the biggest one is the shift from being product-focused to customer-focused. Download this white paper to explore how ServiceNow can help service providers become more customer-focused and transform CX.

  • 3 Strategies to Reduce B2B Churn in Telecom

    Sponsored by: ServiceNow

    B2B is a critical area for telecom—especially with enterprise technology spending on the rise, and the emergence of the cloud, IoT, big data, and other trends. Find out how ServiceNow can help CSPs capitalize on that trend and not fall victim to B2B customer churn and SLA penalties in this white paper.

  • The Total Economic Impact of ServiceNow Customer Service Management

    Sponsored by: ServiceNow

    Arguably the most important aspect regarding a potential investment in ServiceNow’s Customer Service Management software is the financial outcomes. Explore the cost savings you could experience with the CSM software in this Forrester TEI report.

  • 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

    Corinium Global Intelligence recently asked 100 C – level professionals how they optimize customer service within their organization. Access this eBook to explore the results from the study, and review the 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.

  • 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?

  • 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

    While signature processes seem menial at first glance, they have 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.

  • Swiss Re Extends One-Stop Service Delivery from Employees to Customers with ServiceNow

    Sponsored by: ServiceNow

    Jump inside this case study to learn how Swiss Re, a Zurich-based reinsurance provider, increase the employee satisfaction of its 14,500 strong workforce through added self-service capabilities, a centralized business service repository, and more.

  • 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: FourNet

    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.

  • Magic Quadrant for Contact Center as a Service, North America

    Sponsored by: NICE inContact

    Contact center as a service (CCaaS) solutions are becoming the preferred deployment model for many contact centers in North America. In Gartner report, discover 9 vendors and their features designed to help application leaders responsible for customer service and support technology.

  • 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.

  • Miami HEAT Delivers Realtime Personalized Digital Experiences with a Headless CMS

    Sponsored by: Contentstack

    The Miami HEAT needed a more flexible, scalable CMS. By moving to Contentstack headless CMS and focusing on mobile, the HEAT gained additional customer visibility which helped this deliver next-level personalization. Read this case study to learn how they crafted an award-winning app that drove sales and brand engagement.

  • Content Services Casting Call

    Sponsored by: Hyland

    Read this e-book for help defining the capabilities most critical to enhancing customer experience (CX), as well as help finding a well-rounded content services partner that is committed to improving the CX you deliver.

  • THE COMPLETE VIEW Strengthening relationships with your customers

    Sponsored by: Hyland

    Digital transformation is as much about building strong customer relationships as it is about implementing innovative tech. Read this white paper to learn how to strengthen your customer relationships through digital engagement and self-service opportunity.

  • 6 Reasons Customer Experience Management is the New Enterprise Marketing

    Sponsored by: Contentstack

    In this article, explore 6 reasons why customer experience management (CEM) should take precedence in your enterprise marketing strategy. Discover how a great CX adds value to your brand, and uncover how CEM makes powerful enterprise marketing affordable and attainable.

  • Create a Great CX Strategy in 6 Steps

    Sponsored by: FourNet

    How can your organization create a compelling customer experience (CX) strategy? Inside discover what constitutes a successful CX, and explore the 6 steps your organization should take to build a successful CX and confer a competitive advantage.

  • Content Modeling and Headless CMS: A Match Made for the Future of Content

    Sponsored by: Contentstack

    What is content modeling and how can it help your online retail organization improve CX and drive sales? View this article to get all the information you need on content modeling, and learn how to create an effective content model for your organization.

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