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Customer Interaction Services White Papers

  • 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.

  • 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.

  • The Silent E-Commerce Sales Killer: Customer Journey Hijacking

    Sponsored by: The Media Trust

    One of the most critical aspects of digital retail is ensuring a seamless, tailored shopper experience. While e-commerce leaders invest resources into ensuring this, the conversion rate from site visit to sale is just 2.86%. In this article, explore how customer journey hijacking is redirecting your customers and how to protect against this.

  • Incredible content, incredible experiences.

    Sponsored by: Adobe Inc

    Users want more personal experiences – which means the content you produce and share better align with those expectations or you lose out on those opportunities. Open this whitepaper to learn 3 ways you can create content that better aligns with CX goals, and intelligently personalizes for each user.

  • 2019 Digital Trends: Creativity in Focus

    Sponsored by: Adobe Inc

    With CX at the heart of modern digital initiatives, the way enterprises design these experiences can create your competitive advantage – or erase it. Download this insightful overview to explore the 3 key elements of creative UX and see how UX design stacks up against other methods of differentiation.

  • 10 Talking Points from the Customer Insight & Analytics Exchange

    Sponsored by: Genesys

    With rising standards set by customer demands, businesses are forced to rely even more on their data to predict, contextualize, and personalize experiences. Read this white paper to explore 10 guiding question that you should consider when evaluating -- and possibly rebooting -- your approach to customer data analytics.

  • Banking on a Connected Future: FSI insights and inspiration from Connected Customer 2019

    Sponsored by: Genesys

    With 79% of customers believing self-service gives them control, this has to become a major priority for organizations providing digital banking services heading into 2020. Download this guide to explore how emerging innovations like AI, voice commands, and mobile messaging can play a role in improving digital banking experiences.

  • The UK Contact Centre Decision-Maker's Guide 2019-20

    Sponsored by: Genesys

    Download this 22-page guide to learn about 8 potential uses cases for AI within your own contact center.

  • 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.

  • 4 Principles of CX Transformation

    Sponsored by: Genesys

    Successful CX transformations all come down to understanding the foundational principles of how you service customers. Download these 4 principles of CX transformation to start your project without a hitch.

  • Commonwealth Bank of Australia: Exceeding customer expectations with personalized conversations

    Sponsored by: Pegasystems

    With digitalization enabling all-time levels of daily customer interactions, capitalizing on these experiences has become business critical to business success. Watch this brief 3-minute video which outlines how Australia’s biggest financial institution used a customer engagement engine to enhance their customer experience satisfaction.

  • 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.

  • Increase Customer Satisfaction by Focusing on the Citizen Experience

    Sponsored by: Avtex

    In this white paper, explore how governments and government agencies can improve their citizens' satisfaction by refining their citizen experience. Additionally, learn how to define a successful citizen experience, and uncover 3 steps to improving yours.

  • Create a Great CX Strategy in 6 Steps

    Sponsored by: 4Net

    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.

  • SFG Success Spotlight: Consolidating Multiple Systems and Data Sources into FlexOMS

    Sponsored by: SFG

    With this case study, learn how your organization can improve its customer experiences with a unified database from SFG. Explore how SFG's SaaS software helped their multi-brand client achieve a 360-degree view of their customer without compromising the flexibility and strength of their software, and decide if SFG is right for your organization.

  • CRM Special Report

    Sponsored by: Avtex

    CRM has become the cornerstone of successful businesses around the globe, but what exactly do you know about CRM? In this special report, discover some common misconceptions about CRM. Review 4 pivotal questions that determine the success or failure of a CRM framework, and review how to measure the value of your CRM software..

  • Revving Your Salesforce Community Engine: See How 5 Great Brands Are Leveraging Search to Drive More Engagement and Better Self-Service

    Sponsored by: Coveo

    View this white paper to learn how 5 great brands are leveraging AI-powered search technology to drive more engagement and better service across their organization.

  • How Relevant is Your Organization? Explore the Coveo Customer Service Relevance Maturity Model

    Sponsored by: Coveo

    View this white paper to discover how a relevance maturity model can be used to help your organization recognize where they are, where they want to go, and how to get there. Review how a relevance maturity model can help improve customer satisfaction and support, and explore your software options with Coveo.

  • 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.

  • It's Good to Talk Even in a High Tech World

    Sponsored by: British Telecommunications PLC

    View this white paper to learn how those in the media and technology industry can improve their customer service experience through the use of a strong voice channel.

  • 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.

  • Overcome the Greatest MSP Challenge: Customer Acquisition

    Sponsored by: Unitrends

    This e-book is designed to help you overcome the customer acquisition hurdle. Download it for guidance on not only finding new customers, but ensuring their data—as well as that of your existing customers—is secure and protected.

  • Guide to Better CX: AI, Chatbots, and More

    Sponsored by: ServiceNow

    What's the key to a successful CX? Is it personalization, AI, chatbots—a combination of all the above— or something more? Inside, discover the key to creating a successful customer experience. Learn how chatbots are influencing the state of customer support, and explore how other emerging technology trends can improve your CX success rate.

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