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Customer Retention

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DEFINITION: Techniques to maintain relationships with existing customers.
Customer Retention White Papers (View All Report Types)
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Building the Business Case for Contact Center Modernization
sponsored by Genesys
WHITE PAPER: Discover how to fund and plan your contact center modernization and learn how to reduce infrastructure costs even as you incorporate new digital channels of interaction to deliver better customer experiences.
Posted: 17 Nov 2017 | Published: 17 Nov 2017

Genesys

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

4 Ways Intent-Driven Personalization Can Optimize Your Cross-Channel Digital Marketing Efforts
sponsored by Sophos
WHITE PAPER: In the world of digital marketing, the increasing number of consumer devices is making it harder to connect with your target audience. How can you ensure that your campaigns, bids, and budgets are reaching the right people for maximum ROI? Learn 4 ways intent-driven personalization can help you reach your goals faster.
Posted: 02 Nov 2017 | Published: 02 Nov 2017

Sophos

Know Your Customers: Millennials vs. Boomers
sponsored by Sophos
WHITE PAPER: According to Salesforce, 25% of customers would go so far as to not make a purchase if a brand didn't offer their ideal method of interaction with customer service. That's just one major reason why you should know – and identify with – your customers. Learn the difference between millennials vs. boomers.
Posted: 01 Nov 2017 | Published: 01 Nov 2017

Sophos

Know the truth: 3 Busted Myths About CX Alignment
sponsored by Sophos
WHITE PAPER: According to Mary Meeker's Internet Report, 82% of customers stopped doing business with a company in 2016 after a bad experience. With numbers like that, it's vital to stay on top of CX. Learn the truth behind 3 myths of CX alignment, and how you can incorporate AI into your strategy.
Posted: 01 Nov 2017 | Published: 01 Nov 2017

Sophos

Your Guide to Omnichannel Customer Support
sponsored by Zendesk
WHITE PAPER: The customer determines the best way to engage with your company based on their needs and preferences. So how can you anticipate which channels a customer will need or want? Learn what omnichannel support entails, how a strategy can benefit your business, what factors are driving channel preferences, and more.
Posted: 30 Oct 2017 | Published: 30 Oct 2017

Zendesk

Critical Capabilities for Contact Center Infrastructure, Worldwide
sponsored by Genesys
WHITE PAPER: Explore 3 use cases that represent the most common configurations for contact center infrastructure. Plus, find out how to support more engaging, omnichannel customer service and incorporate unified communications and collaboration technology more effectively into your contact center operations.
Posted: 24 Oct 2017 | Published: 22 May 2017

Genesys

Optimize Business for Omni-Channel: 5 Best Practices
sponsored by Adyen
WHITE PAPER: The emergence of omni-channel is driving major restructuring as businesses seek to serve the omni-channel shopper, who is keen to buy whenever, wherever and however they want. Uncover examples of omni-channel initiatives and their actual impacts, payments-related best practices, and insights into what drives the emergence of omni-channel.
Posted: 17 Oct 2017 | Published: 17 Oct 2017


Meet Your Future Power Consumer: Generation Z
sponsored by Adyen
WHITE PAPER: Millennials are in the midst of their professional careers and have a steady income, making them a key shopping demographic. But there's another group poised to cause the next big shift in how we shop (and buy): Enter Generation Z. Discover this future power consumer, and how to give them what they want.
Posted: 13 Oct 2017 | Published: 13 Oct 2017


Seize the Golden Consumer Opportunity in China
sponsored by Adyen
WHITE PAPER: According to a report by Alizila, China's ecommerce market is forecasted to reach US $1.7 trillion by 2020 – meaning a wealth of opportunity is waiting. Uncover 3 insights including challenges, opportunities and actions to consider when courting the 1 billion shoppers in China and beyond. Plus, learn about the key Chinese payment methods.
Posted: 13 Oct 2017 | Published: 13 Oct 2017


How to Be a Customer Experience Leader
sponsored by West UC
WHITE PAPER: According to a Walker study, CX will overtake price and product as the key brand differentiator by 2020. So what can you do to up the ante and deliver a seamless CX across multiple channels? Use this infographic to uncover how to be a customer experience leader.
Posted: 03 Oct 2017 | Published: 03 Oct 2017

West UC

Improve Your CX: 10 Personalization Tactics
sponsored by Sitecore
WHITE PAPER: Personalizing customer experiences is a powerful marketing tactic – it can improve loyalty, drive results across customer engagement channels – but not as many marketers use this tactic as you might think. Discover 10 simple tactics that can help you deliver personalized CX across channels.
Posted: 29 Sep 2017 | Published: 29 Sep 2017

Sitecore

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

Creating An Omnichannel Experience For Your Customers
sponsored by Genesys
WHITE PAPER: Consumer behavior is rapidly changing in today's always-on digital world ... and according to an Aberdeen Report; companies with an omnichannel program see 25% annual growth in revenue and a lower volume of customer complaints. Learn how to create an omnichannel contact center experience for your customers.
Posted: 19 Sep 2017 | Published: 19 Sep 2017

Genesys

Technology Roadmap for Omnichannel Customer Engagement
sponsored by Genesys
WHITE PAPER: Discover how to use a system of engagement approach to enable seamless omnichannel service across all channels and touchpoints, and uncover 4 steps to make your contact center operations omnichannel-ready.
Posted: 31 Aug 2017 | Published: 31 Aug 2017

Genesys

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

7 Steps for Delivering Next-Generation Digital Customer Service
sponsored by Genesys
WHITE PAPER: Businesses across the globe are looking into how to use digital channels to more effectively serve their clients. Are you doing the same? Read on to learn 7 steps you can take to deliver next-gen digital customer service.
Posted: 24 Aug 2017 | Published: 24 Aug 2017

Genesys

Journey Mapping: An Outside-in Approach to Delivering Great Customer Experiences
sponsored by Genesys
WHITE PAPER: In this digitally disrupted environment, journey mapping your customer's buying cycle could be the best way to nurture customer loyalty. But just what is journey mapping? Read on to get this question answered, and to learn how journey maps improve customer experience, a 4 step approach to journey map research, and more.
Posted: 24 Aug 2017 | Published: 24 Aug 2017

Genesys

Removing the Barriers to Automating Quality Assurance
sponsored by NICE Systems, Inc
WHITE PAPER: Explore 4 barriers to true quality management automation in contact centers and how to overcome them. Discover how to get the most out of your quality management processes and data by paving the way for the automation.
Posted: 18 Aug 2017 | Published: 18 Aug 2017

NICE Systems, Inc

Keeping the Romance Alive to Attract and Retain Customers
sponsored by SAP Hybris
WHITE PAPER: Uncover tips for improving customer relationships so that you can increase brand trust, customer engagement, and customer loyalty.
Posted: 15 Aug 2017 | Published: 24 Jul 2017

SAP Hybris

CRM and Digital Opportunities for Today's SMBs
sponsored by Salesforce
WHITE PAPER: This report, commissioned by Salesforce, aims to identify potential areas SMBs can improve when it comes to using CRM and digital technology. Learn how to create more targeted, personalized marketing strategies, orchestrate multichannel strategies, assess the potential financial benefits of CRM, and more.
Posted: 10 Aug 2017 | Published: 10 Aug 2017

Salesforce

Transforming Workforce Technology is the Key to Improving Customer Experience
sponsored by Dell EMC and Intel®
WHITE PAPER: This Forrester report explores how to leverage employee-facing technologies to improve customer experiences. Uncover key findings about workforce experiences across Asia Pacific and Japan (APJ) to learn how everything from legacy apps to mobile and SaaS impact the employee experience.
Posted: 18 Jul 2017 | Published: 18 Jul 2017

Dell EMC and Intel®

Firms in Southeast Asia Juggle Meeting Financial Goals with Elevating Customer Experience
sponsored by Dell EMC and Intel®
WHITE PAPER: Forrester analysts have recommendations for balancing budgetary pressures while improving customer experiences, which will be imperative companies adapt to enable a stronger workforce. Learn what 327 senior business and technology executives from Asia-Pacific countries reveal in this resource.
Posted: 18 Jul 2017 | Published: 18 Jul 2017

Dell EMC and Intel®

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
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