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Customer Service White Papers

  • 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.

  • Exploring the Actual Cost of Poor Customer Experience

    Sponsored by: Avtex

    It’s common knowledge that poor customer experiences can cost you a lot financially, both in terms of lost customers and prospects, as well as in the loss of repeat transactions—but what about the often-overlooked costs of poor CX? Explore what those are, and the effect they can have on your organization in this blog post.

  • Best Practices for Social Customer Service and Engagement

    Sponsored by: Avtex

    Businesses once leveraged social media solely as a marketing tool—the opposite of today’s organizations, who rely on it to address customer requests for information, support or service. Download this blog post to explore the best practices for social customer service and engagement amid the increasing importance.

  • 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 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.

  • 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.

  • Upgrade/downgrade Subscription Changes on the Fly

    Sponsored by: Fusebill

    As a subscription-based business, you need to capitalize on any opportunity to optimize your customer lifecycle for growth—this means you need subscription agility. Read this white paper to learn how to optimally adjust your subscription rates—and how to do it on-command.

  • 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.

  • Member Enrollment, Onboarding, and Maintenance

    Sponsored by: Appian

    We know that health care payers are looking for innovative ways to grow and maintain their memberships—however, many membership systems suffer from outdated, complex onboarding, enrollment and maintenance processes. Read this white paper to learn how health care payers can surmount these challenges with a unique, automated system.

  • Member Engagement & Wellness

    Sponsored by: Appian

    Organizations within the health care marketplace aiming to keep competitive pace need to engage their customers with transparency and convenience if they hope to maintain long-lasting relationships. Read this white paper to learn more about current customer expectations and how health care payers can partner with Appian to meet these demands.

  • 3 Major Trends Impacting Healthcare Customer Experience

    Sponsored by: Appian

    Read this white paper to learn how to evolve your customer experience to meet changes in regulations and customer demand that will set your healthcare organization up for long-term success.

  • Subscription Billing Product Comparison

    Sponsored by: Fusebill

    So, you know you need to be more adaptive and flexible with your subscription offerings—now what? You can use this cheat sheet for a customer-driven comparison of 3 leading vendors to decide if any of their solutions can work for you.

  • Upgrade/Downgrade: Subscription Changes on the Fly

    Sponsored by: Fusebill

    The ability to manage customer lifecycles and optimize for revenue growth is critical for subscription-centric organizations. Read this white paper to learn how—through utilizing Fusebill's subscription upgrade/downgrade capabilities—you can adjust subscription offerings on the fly.

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