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Customer Data Management White Papers (View All Report Types)
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The IoT Imperative for Consumer Industries
sponsored by SAP
WHITE PAPER: Learn about the role played by IoT and machine learning in shaping digital transformations and customer engagement strategies for consumer industries.
Posted: 11 Dec 2017 | Published: 31 May 2017

SAP

2017 State Of Global Customer Service Report
sponsored by Microsoft
WHITE PAPER: Uncover the Microsoft 2017 State of Global Customer Service report's key findings about digital brand engagement, customer self-service, omnichannel strategies, and more.
Posted: 08 Dec 2017 | Published: 08 Dec 2017

Microsoft

Driving Digital Transformation With a Coherent Registration Strategy
sponsored by Janrain
WHITE PAPER: In this white paper, explore how you can drive a digital transformation with a coherent registration strategy.
Posted: 05 Dec 2017 | Published: 05 Dec 2017

Janrain

6 Tips for Building a Thriving Help Center
sponsored by Zendesk
WHITE PAPER: Uncover 6 tips for building a help center that thrives, and discover how you can meet the needs of your tech savvy customers.
Posted: 05 Dec 2017 | Published: 05 Dec 2017

Zendesk

Get Up Close and Personal with Customers
sponsored by Janrain
WHITE PAPER: Personalization done well is a surprising delight, giving users relevant information at an appropriate time and place – but companies are better off doing nothing if they don't know how to apply it properly.
Posted: 04 Dec 2017 | Published: 04 Dec 2017

Janrain

The Total Economic Impact™ Of Zendesk
sponsored by Zendesk
WHITE PAPER: Discover how your organization can provide friction-free customer service experiences, with technology that taps into 5 functional areas, as well as Forrester's Total Economic Impact framework to choose the best customer relationship platform for your business.
Posted: 17 Nov 2017 | Published: 17 Nov 2017

Zendesk

The New Era of Digital Retail
sponsored by Microsoft
WHITE PAPER: Find out what some of the retail industry's brightest thought leaders from Microsoft and NORA had to say about the changing digital landscape in terms of personalization, omnichannel customer engagement, customer data management, and more.
Posted: 17 Nov 2017 | Published: 17 Nov 2017

Microsoft

Planning and Managing Your Omnichannel Contact Center Workforce
sponsored by Genesys
WHITE PAPER: Discover how to enable data integration and workforce planning for omnichannel strategies so that you can interact with consumers effectively across all of the devices and channels they use to engage with your business.
Posted: 16 Nov 2017 | Published: 16 Nov 2017

Genesys

Proven Practices for Strategically Blending Content and Commerce
sponsored by Sitecore
WHITE PAPER: Today's brand and retail executives are hungering for guidance on how to successfully blend content and commerce to deliver a superior customer experience. Inside, uncover a behind-the-scenes look at how real-world businesses have gone from vision to reality.
Posted: 13 Nov 2017 | Published: 13 Nov 2017

Sitecore

Create Your Roadmap to Customer Experience Excellence
sponsored by Sitecore
WHITE PAPER: Explore the Sitecore Customer Experience Maturity Model (CXMM), and how you can connect people, processes, technology and tactics to help you create a roadmap for customer experience excellence.
Posted: 09 Nov 2017 | Published: 09 Nov 2017

Sitecore

13 Considerations for Deploying a Customer Experience Platform
sponsored by Sitecore
WHITE PAPER: When it comes to a new and improved customer experience management platform, you'll need to consider deployment approaches for each decision maker. Discover a breakdown of 13 considerations, as well as insight on available options and alternatives.
Posted: 07 Nov 2017 | Published: 30 Apr 2017

Sitecore

Transforming the Digital Customer Experience
sponsored by Sophos
WHITE PAPER: In this 8-chapter e-guide, learn how to rapidly deliver better, more sustainable and measurable customer experiences and improve your overall business.
Posted: 03 Nov 2017 | Published: 03 Nov 2017

Sophos

New Ways of Interacting with Health Care Members
sponsored by HealthEdge
WHITE PAPER: Health plans have a pressing opportunity to engage with their members in meaningful ways. A healthcare consumer survey was conducted to learn how organizations can supply information and services to members in a way that is as convenient as it is in other industries.
Posted: 02 Nov 2017 | Published: 02 Nov 2017

HealthEdge

Your Guide to Successful CRM Digital Transformation
sponsored by Sophos
WHITE PAPER: In this new digital era of distracted customers and frustrated marketers, you need to learn how to meet consumer expectations. So how do you break through the digital noise and be heard? Discover 5 critical steps to digital success and more.
Posted: 30 Oct 2017 | Published: 30 Oct 2017

Sophos

Busting The Top 10 Myths Of Omnichannel Customer Engagement
sponsored by Genesys
WHITE PAPER: Think about the technologies you use for customer engagement—what your customers expect today, and what they'll demand tomorrow. You'll need a platform that meets those demands. Learn why omnichannel customer engagement is your best choice for delivering exceptional CX. Plus, uncover the truth behind 10 common omnichannel myths.
Posted: 21 Sep 2017 | Published: 21 Sep 2017

Genesys

5 Tech Trends That Redefine the Customer Experience
sponsored by Genesys
WHITE PAPER: In today's digitally-connected world, customers have access to information across a wide variety of channels – it's up to your organization to stand out from the crowd. Learn 5 major technology trends that are redefining the customer experience, and how you can leverage them in your company.
Posted: 21 Sep 2017 | Published: 21 Sep 2017

Genesys

A 5 Minute Guide to Cognitive Search for Customer Support
sponsored by Attivio, Inc.
WHITE PAPER: Explore the basics of a cognitive search platform – from natural language processing to robust security and big data analytics – and find out how cognitive search apps can help contact centers revitalize customer interactions and self-service.
Posted: 19 Sep 2017 | Published: 19 Sep 2017

Attivio, Inc.

The State of Customer Success 2017
sponsored by LogMeIn Rescue
WHITE PAPER: This research report by Technical Services Industry Association (TSIA) explores the current state of customer success. Discover 10 business challenges surrounding customer service, 5 lessons that 2016 has taught organizations, 3 trends affecting customer success, and more.
Posted: 28 Aug 2017 | Published: 28 Aug 2017

LogMeIn Rescue

Omnichannel Strategies and APIs: Redefine Your Customer Relationships
sponsored by MuleSoft
WHITE PAPER: New channels and new ways of interacting with customers emerge rapidly – meaning that creating omnichannel strategies is a key to future-proofing your business, not just a differentiator for the here and now. Explore how an API-led approach helps you deliver successful omnichannel customer experiences.
Posted: 19 Jun 2017 | Published: 19 Jun 2017

MuleSoft

How Telco Providers can Enable Real-Time Analytics and Decision-Making
sponsored by Aerospike
WHITE PAPER: Discover how Telco Service Providers (TSPs) can provide seamless, connected experiences with insights from big data architectures and advanced analytics. Find out how to enable real-time decision-making with analytics capabilities that support network management, CEM, and digital innovation.
Posted: 12 Jun 2017 | Published: 12 Jun 2017


Navigating the Complexity of Big Data Transformation
sponsored by Rackspace Intel
WHITE PAPER: Discover the latest big data trends uncovered in a Forrester Consulting study. Learn the top priorities of big data decision makers, the 4 top transformation challenges, 4 ways to overcome these challenges, and more.
Posted: 31 May 2017 | Published: 31 May 2017

Rackspace Intel

Your Guide to Building Customer Loyalty with Analytics
sponsored by SAS
WHITE PAPER: Happy customers mean a growing business, and for that reason, improving customer service with data analytics should be a top priority. Learn how you can get started on this journey by opening this white paper.
Posted: 26 May 2017 | Published: 26 May 2017

SAS

Your Guide to Becoming a Modern Marketer
sponsored by SAS
WHITE PAPER: As powerful as analytics is for transforming relationships with your customers, it is equally transformative for the marketing organization itself. Meet 3 modern marketers from SAS and discover marketing analytics examples, plus new ideas on how to become more analytical.
Posted: 25 May 2017 | Published: 25 May 2017

SAS

Personalize the Member Experience to Deepen Member Engagement
sponsored by Infogix
WHITE PAPER: Personalization is the key to success in today's consumer-motivated setting. But in the health care industry, personalization is expected at a challengingly high level. Learn about how to build member engagement through personalization and data analytics, using the health care industry as an example.
Posted: 11 May 2017 | Published: 11 May 2017

Infogix

8 Ways to Increase Conversions with Call Tracking
sponsored by Twilio
WHITE PAPER: If a customer clicks on an ad but calls the store to make a purchase, how can you track conversion rates? Learn how call tracking is helping advertisers use phone numbers to match online clicks with offline purchasing behavior.
Posted: 11 May 2017 | Published: 11 May 2017

Twilio
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