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Customer Service White Papers

  • Swedbank: Personalized Banking Across All Channels

    Sponsored by: Pegasystems

    In the last decade, FSI Swedbank has seen a significant shift in how they interact with customers—processing 5 million digital customer interactions every day, with the majority via mobile avenues. In order to handle these new interactions, the bank turned to Pega. Learn about their experience and the benefits they achieved in this case study.

  • 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.

  • Rising Customer Expectations Drive Adoption of Visual Engagement Tools

    Sponsored by: LogMeIn Rescue

    Rescue by LogMeIn commissioned Forrester Consulting to survey CX professionals to dig into the issue. The bottom line: Adopting the right visual engagement technology is critical for brands focused on increasing customer trust and decreasing customer effort as their top CX goals. Learn more about what they found.

  • 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.

  • 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.

  • Vodafone: Transforming to Always-On Customer Engagement

    Sponsored by: Pegasystems

    Companies like Vodafone have increasingly seen their consumer based expect cross-channel, personalized engagement. While using Pega Marketing to help them achieve this integrated method of communication, Vodafone has seen a 7% increase in ARPU, 22% reduction in commissions, and a 12% increase in offer acceptance. Check out this post to learn more.

  • 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.

  • Experience is King

    Sponsored by: LogMeIn, Inc.

    65% of people find a positive experience with a brand to be more influential than ad exposure marketing campaigns. This is all to say: Customer experience is key. In this guide, learn how contact center software is designed to make every customer experience a positive one—starting with your employees.

  • How Pega Helps RBS Delivers Personalized Customer Experiences

    Sponsored by: Pegasystems

    Following the global financial crisis, the Royal Bank of Scotland (RBS) was in a hyper-competitive market; they needed to work harder to attract and retain profitable customers. To accomplish, they decided to implement Pega. Learn about their experience and the benefits RBS realized post-implementation.

  • 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.

  • The New Era of Experience in B2B

    Sponsored by: Adobe Inc

    Adobe Summit has gone digital this year, which means the conference’s breakout sessions are more accessible than ever. In this selection of breakout sessions, learn how high-quality customer experience (CX) is expected in today’s experience-driven B2B economy.

  • 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.

  • BT achieves world-class, personal lifecycle management

    Sponsored by: Pegasystems

    When telecommunications company BT bought EE, how did they harness the data they needed across the 2 organizations to provide customers with a seamless, omni-channel experience? Access this case study to find out.

  • How to Build a Global Commerce Ecosystem

    Sponsored by: Acquia, Inc.

    Building a world-class commerce website is no easy feat requiring the perfect blend of people, process, and technology. Access this e-book to learn how to build a ‘best-for-you’ technical solution with the Acquia Platform.

  • 5 Strategies for Experiential Commerce

    Sponsored by: Acquia, Inc.

    This e-book highlights five strategies for experiential commerce to help close the content and commerce integration gap—from uniting your marketing and merchandising functions to moving towards the omnichannel. Download now to discover these essentials and to put them to use in your enterprise.

  • Are You Leveraging Your Customer Behavior Data to Maximize Results?

    Sponsored by: Outlier

    Access this infographic to view recent trends in customer behavioral data analysis in organizations like yours and to discover how to generate actionable insights of your own.

  • Customer Behavior Data: Opportunities, Challenges & the Reality

    Sponsored by: Outlier

    How can your business take advantage of customer behavioral data? Read this e-book to find out. Inside, you’ll find guidance on how to gleam business-critical results from customer behavior data, 3 use cases, and how to overcome any challenges in your path.

  • A Practitioner’s Guide to Sustainable Customer Experience in the Contact Center

    Sponsored by: Vonage

    While digital interactions are on the rise, the contact center continues to play a significant role in building and maintaining a brand’s reputation. Download this white paper for practical tips on how to deliver a great customer experience in the contact center

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