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Customer Service Research

  • Nurture and Develop Your Virtual Agent’s Career

    Sponsored by: Serviceaide

    Many customer support agents are overworked and overburdened with around the clock support, management headaches, and budget constraints. As a result, businesses are considering hiring digital staff to help ease the load. Learn more about the future of virtual agents in IT in this guide.

  • 2 Real World Case Studies for Intelligent Virtual Agents

    Sponsored by: Serviceaide

    As the never-ending pressure to lower IT costs builds, enterprises are seeing how a shift to intelligent Virtual Agents meets customer demands at a far lower cost. In this report, learn about the real-world applications of Virtual Agents.

  • Real World Case Studies for Intelligent Virtual Agents

    Sponsored by: Serviceaide

    The demands for customer support grow exponentially every day. To bridge the gap between the supply and demand of customer support, enterprises are implementing intelligent Virtual Agents. Learn more in this 2-minute video.

  • Real-Time Retail in Asia Pacific: Ensuring Exceptional Customer Experience in an Always-On World

    Sponsored by: PagerDuty

    To be successful, e-retailers need to ensure high availability and functionality across complex, interconnected services such as payment gateways, inventory and order management, and website and mobile apps. Get tips on how to do that and provide the best possible CX with PagerDuty in this blog post.

  • Deal-Makers' Guide to Salesforce

    Sponsored by: ClearEdge

    This 33-page guide unlocks insights into how to get your best Salesforce deal by giving you, 3 tactics to help you get the best pricing on your contract, the best practices to negotiate your best deal – because negotiating without leverage is just another form of begging, tips on how to avoid over-buying or under-buying, and more.

  • 2020 Global Customer Experience Benchmarking Report

    Sponsored by: NTT

    Access this ebook to learn how to remain relevant in a complex, changing environment by adhering to 6 CX recommendations and discover the 4 attributes that the top CX performers all possess.

  • Connecting to Better Customer Experiences

    Sponsored by: Genesys

    79% of customers reported being more loyal to the organizations that are easy and simple to contact. For organizations struggling to improve their customer experience, data is the solution. In this eBook, find a collection of key insights around innovating with data from Connected Customer 2019’s speakers.

  • Fortune 100 industrial supply case study

    Sponsored by: Catchpoint Systems Inc.

    One Fortune 100 company was feeling the pressure as their slow SaaS application collected daily customer complaints. With stronger monitoring practices, the company was able to reduce the overall number of incidents for end users—and more. Learn about the monitoring solution here.

  • Why the UK Energy Sector needs to give control to its customers

    Sponsored by: Genesys

    Access this white paper to discover why disruption is a driving force of the utility landscape and learn 6 priorities for bringing digital to the forefront of your company’s business strategy.

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

    Sponsored by: ServiceNow

    Watch this webinar to hear from Jonathan Zur, Service Program Manager at HP Indigo, as he explains how product uptime and customer satisfaction improved after ServiceNow helped the company enlist field service engineers as mobile case agents who could schedule their own visits.

  • 10 Hot-Button CX Topics to Evolve the Customer Engagement Strategy

    Sponsored by: Genesys

    Siloes, differing objectives, and complex transactions are just a few of the things that detract from an easy, positive customer experience. So how are companies dealing with the changing challenges of providing customer experience? Check out the top 10 hot-button CX topics and learn how the industry is dealing with them.

  • 4 Keys to Creating Customer Centricity in the Cloud

    Sponsored by: Avtex

    Watch this webinar for tips on how to build a true culture of customer centricity in your organization and explore some of the key CX trends of 2020.

  • Three Ways Chatbots Improve Customer Experience

    Sponsored by: Genesys

    Check out this e-book to learn about Genesys’ chatbot which delivers fast and cost-effective business results through blended AI: their seamless combination of bots and automation with humans.

  • Why B2B Customer Care Needs to Be Different

    Sponsored by: ServiceNow

    Read this interview between ServiceNow and IDC researcher, Karl Whitelock, to see why CX experts say your approach to B2B customer care needs to be different from B2C.

  • Avoiding Poor Customer Experiences: Selling Your SLT on a CX Strategy

    Sponsored by: Avtex

    When it comes to upgrades in Customer Experience strategy, oversight and delivery, convincing the relevant Senior Leadership Team (SLT) members that an investment is necessary can be challenging. Read this blog post for expert tips on how to sell your SLT on a CX strategy.

  • Your Go-To Guide for Web Personalization with Progress Sitefinity

    Sponsored by: Progress Software Corporation Sitefinity

    Download this e-book for a refresher of content personalization fundamentals and learn how Progress Sitefinity CMS and Sitefiniity Insight can help manage, organize, and deliver your content.

  • Why Service Assurance is Vital for a Quality 5G Customer Experience

    Sponsored by: ServiceNow

    Access this white paper to read an interview between ServiceNow and Karl Whitelock, Research VP, Communications Service Provider Operations and Monetization at IDC address the top 7 concerns facing service assurance in a 5G world.

  • Be where your customers need you to be

    Sponsored by: Axway

    In these unprecedented times, banks must move beyond compliance and adopt a nimble mindset that focuses on the customer’s experience, not just the bank’s process. Access this data sheet to learn about Axway, a customer experience solution that has been helping banks navigate change for the last 20 years.

  • The State of the Contact Center: 8 Insights Shaping the Future of CX

    Sponsored by: 8x8, Inc.

    Download this eBook to explore results from 8x8 and Hanover Research’s recent survey on the current state of contact centers, and the 8 key findings they predict will shape the future of CX.

  • Delivering on the Promise of a Great Customer Journey

    Sponsored by: Progress Software Corporation Sitefinity

    Customer satisfaction and customer relationship management are crucial components to any successful business strategy, and businesses are realizing this—about 2/3 of organizations have customer experience initiatives underway. Read on to learn more about customer expectations, market trends, and business strategies about customer satisfaction.

  • Take Personalization to the Next Level with Hyper-Personalization

    Sponsored by: Progress Software Corporation Sitefinity

    Watch this webinar to learn about hyper-personalization and how it can help take you existing strategy to the next level.

  • Future-Proof Your Digital Experiences

    Sponsored by: Progress Software Corporation Sitefinity

    Digital transformation is frequently touted as a necessary initiative, but what exactly is it addressing? For many businesses, digital transformation is a process focused on overhauling and improving the user experience. Watch this webcast to learn how digital transformation affects the customer experience and prepares it better for the future.

  • The Convenience Factor: 6 Ways to Capitalize on This Shopper Preference

    Sponsored by: SFG

    Now more than ever, convenience — or the lack thereof — has a significant impact on shopper behavior. Download this white paper to explore research on how consumers rate the convenience factor, and 6 ways you can capitalize on this shopper preference.

  • Communication Matters: How Employee Empowerment Impacts Brand Experience

    Sponsored by: RingCentral

    While there are many steps to making CX goals possible, unified communications and collaboration helps retailers connect with customers on a new level. In this e-book, uncover 5 communications experiences that illustrate how a UCC strategy can create an effortless employee experience that allows your team to better serve shoppers.

  • COVID-19 App Customer Risk

    Sponsored by: Syniti

    Watch this brief video to learn how you can use Syniti’s app to track and manage your customer risk in times of uncertainty.

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