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Customer Profiles White Papers

  • Serving The Everything Customer

    Sponsored by: Avaya

    Modern customers have expectations that are so varied and high that Gartner has named them the “Everything Customer,” which begs an important question—how can you meet these seemingly impossible demands? Read this short Avaya blog post to learn how memorable, personalized, intelligent experiences can help satisfy increasingly lofty CX expectations.

  • 5 Reasons to put People at the Center of Your Business

    Sponsored by: Axway

    What does it mean to put people at the center of your business? It starts by re-evaluating your company’s track record on customer experience—and identifying key areas of improvement. Explore the top 5 reasons to centralize people as part of your CX strategy, in this infographic.

  • Virgin Atlantic Makes Travel Experiences More Personal

    Sponsored by: Adobe

    Read this case study to discover how Virgin Atlantic continues to chart a flight path to successful CEM with Adobe—and achieved a 70% increase in marketing channel visibility.

  • 2021 Digital Trends Experience

    Sponsored by: Adobe

    For brands and marketers, 2021 is a year of recovery, making difficult decisions and turning the lessons of 2020 into plans for growth. Download this 2021 Digital Trends Experience report to learn how to do so, with a spotlight on how to target new customers as behaviors change, guiding principles for 2021, and more.

  • A Blueprint for Enhanced Citizen Experiences

    Sponsored by: Adobe

    In this report, Adobe closely examines how government can move from a one-size-fits-all approach to serving populations digitally and delivering the right information at the right time to individual citizens in 2021 and beyond. Read on to view these critical takeaways.

  • Journey Mapping — Chart The Moments That Matter Most

    Sponsored by: Genesys

    Read on to learn how you can take data-driven action based around customer behaviors to increase satisfaction, boost engagement, and reduce support costs.

  • Four Winds Interactive Drives 10X Increase In Enps With Alchemer

    Sponsored by: Alchemer

    When Four Winds Interactive (FWI) set out to build a stronger, more people-focused company, they knew the first step was to start collecting better data. To help them do this, FWI turned to Alchemer. Download this case study to see how using Alchemer has enabled FWI to craft user-focused events, power more employee engagement, and more.

  • Mozilla Gives Employees The Freedom To Solve Problems While Maintaining Enterprise Data Governance And Privacy

    Sponsored by: Alchemer

    In this case study, discover why Mozilla chose data collection platform Alchemer, and how its helped them gather customer feedback to improve experiences.

  • Redefining Success For Voice Of The Customer Programs

    Sponsored by: Alchemer

    Check out this data sheet to learn the 5 steps of Alchemer’s Net Promoter Score (NPS) customer feedback program and discover the benefits it can bring to your business.

  • Product Video Feedback

    Sponsored by: Alchemer

    Alchemer’s Video Feedback solution lets you collect video responses from your audiences, allowing you to see and hear from them personally. Customers can easily record their answers to your survey, adding a new dimension to your research. Learn more in this product overview.

  • 4 Key Drivers of Change in Customer Experience

    Sponsored by: ServiceNow

    Contact centers are no longer the unresponsive, slow, frustrating call centers of yesteryear. With the help of digital technologies, businesses are able to provide their consumers with new levels of support. Read on to learn 4 key trends, inside and outside the contact center, that are elevating customer experiences to new heights.

  • Improve the Contact Center Customer Experience with Digital Technologies

    Sponsored by: ServiceNow

    While the contact center customer experience is generally better than ever, too many businesses are simply purchasing cutting edge solutions without a thoughtful technology strategy— a dangerous game to play. Access this expert guide to learn 4 steps to successful contact center technology implementation.

  • Forrester TEI - The Total Economic Impact of ServiceNow Field Service Management

    Sponsored by: ServiceNow

    Forrester recently conducted a study to determine the potential ROI and key benefits enterprises may realize by deploying ServiceNow’s Field Service Management solution. Examine their findings in this report.

  • Demand Sensing: Improving Inventory & Customer Fulfillment Levels

    Sponsored by: NexInfo

    Demand sensing is key to improving inventory and customer fulfillment levels. Just ask one manufacturer, who recently worked with NexInfo to replace E2Open with Oracle Demantra, to improve their demand planning process. Learn about the company’s experience working with NexInfo and the importance of demand sensing in this case study.

  • Transform Customer Experience With A Responsive Data Management Platform

    Sponsored by: Reltio

    Many organizations struggle to collect, organize and analyze customer data—especially if they’re using a legacy solution. In this white paper, learn about the benefits of using a cloud-native customer data platform—like Reltio’s Connected Customer 360—and how it can help you deliver a better CX. Save the guide now to get started.

  • 10 Questions to Ask Before Considering A Customer Data Platform

    Sponsored by: Reltio

    If you struggle with consolidating, organizing and distributing customer data, you’re not alone—many organizations do. That’s why using a customer data platform (CDP) is so helpful. Download this checklist to review 10 questions that you should consider before implementing a CDP.

  • EXCELLING IN THE EXPERIENCE ECONOMY

    Sponsored by: RingCentral

    Experiences are a vital part of the economy, with 86% of consumers reporting that they’re willing to pay more for great service. Read this white paper to explore research on the experience economy, and learn about strategies that can help you acquire and retain customers more efficiently.

  • Creating quality customer relationships

    Sponsored by: OpenText

    FWD is the insurance business arm of the private investment group, Pacific Century Group. As with many insurance companies, FWD struggled with customer communication. Read this case study to see how OpenText has helped FWD strengthen customer relationships, improve efficiency and more.

  • Bold360 customer video Fannie Mae

    Sponsored by: LogMeIn, Inc.

    When financial services company, Fannie Mae, realized their customers were having issues finding the information they needed—the company knew it was time for a change. They decided to partner with Bold360 by LogMeIn. Learn about Fannie Mae’s experience working with Bold360 in this video.

  • Customer Engagement: How To Expand Capacity For Whatever Comes Next

    Sponsored by: ServiceNow

    What can be done to prepare customer service to handle whatever tomorrow may bring? Explore the 6 best practices of customer service leaders in this eBook.

  • Perfecting The Art Of Conversation: How Businesses Are Managing Increased Call Volumes

    Sponsored by: CloudCall Ltd

    Recent research by CloudCall showed that nearly half of all customers prefer to use the phone to make an appointment or service call. Review other key findings from CloudCall’s research in their report, “Perfecting the Art of Conversation: How business are managing increased call volumes,

  • Evolving your customer journeys to the next normal

    Sponsored by: ServiceNow

    Download this eBook to discover how to reinvent your customer journey for a new era of service expectations.

  • Three Ways Personas Can Improve Your ABM Performance

    Sponsored by: TechTarget

    Download this eBook to understand how you can engage a broader cross-section of roles to open up new opportunities, make progress by uncovering new personas, grow account penetration and optimize your investments throughout the customer lifecycle.

  • Remote Agent Playbook

    Sponsored by: RingCentral

    Access this e-book to learn what changes with remote support teams, what strategies you can implement now, and how to manage your teams across locations to service customers.

  • 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.

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