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Customer Satisfaction

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ALSO CALLED: User Satisfaction
DEFINITION: A qualitative measure of performance as defined by customers, which meet their basic requirements and standards.
Customer Satisfaction White Papers (View All Report Types)
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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.

A SQL-Based Approach to Cohort Retention and Analysis
sponsored by Periscope Data
WHITE PAPER: Some brands are great at connecting with new audiences – but it doesn't matter if you can't keep your audience. The ability to observe, monitor, and fix where a customer cohort begins to lose interest is tantamount to continued brand loyalty, revenue growth, and success. Learn how to take a SQL-based approach to cohort retention and analysis.
Posted: 18 Sep 2017 | Published: 18 Sep 2017


7 Steps for Delivering Next-Generation Digital Customer Service
sponsored by Genesys
WHITE PAPER: According to Altimeter Group, 88% of businesses are currently undergoing a digital transformation, and 42% are investing in new digital channels to more effectively serve clients. That means companies understand the urgent need to create engaging digital experiences. Discover7 steps to delivering next-gen digital customer service.
Posted: 14 Sep 2017 | Published: 14 Sep 2017

Genesys

5 Ways to Deliver a Stronger Digital Experience for Your Brand
sponsored by BrightSpot
WHITE PAPER: Creating great digital customer experiences at lightning speed across multiple channels is tough. Luckily, using a combination of best practices and integrating a platform designed to accelerate the development and delivery of digital experiences can help. Learn 5 ways you can make delivering stronger digital experiences easier for your company.
Posted: 12 Sep 2017 | Published: 12 Sep 2017

BrightSpot

The Changing Face of Customer Support
sponsored by LogMeIn Rescue
WHITE PAPER: The traditional customer support model is evolving ... is your organization's CX strategies transforming with it? In this infographic, learn about the 3 major trends driving the recent change in customer support.
Posted: 11 Sep 2017 | Published: 11 Sep 2017

LogMeIn Rescue

Transform the branch office for high-touch, high-performance experiences
sponsored by Citrix
WHITE PAPER: Download this white paper to discover how financial services organizations can optimize and secure the delivery of apps and desktops over any network connection, to any device, to support branch office workers and customer service.
Posted: 05 Sep 2017 | Published: 05 Sep 2017

Citrix

Tell a Great Brand Story to Connect to Consumers
sponsored by BrightSpot
WHITE PAPER: In today's world, consumers are always connected. They rely on multiple channels to get the information they want, when they want. Marketers need to evolve to stay competitive in this new consumer landscape. Learn best practices of successful brand storytelling and how technology can (and should) enable those best practices.
Posted: 31 Aug 2017 | Published: 31 Aug 2017

BrightSpot

How to Choose a New Payment Partner
sponsored by Adyen
WHITE PAPER: Your company may be growing fast, but if your payment processor can't keep pace ... it might be time to pick a new one. Discover key features to look for as you set out to find a new payment partner.
Posted: 31 Aug 2017 | Published: 31 Aug 2017


Focus On What Matters and Accelerate Delivering Great Digital Experiences
sponsored by BrightSpot
WHITE PAPER: Companies that are struggling to keep up with the shifting landscape of content delivery can implement a few changes in their approach to speed up the value of their digital experiences – and meet customer demands. Learn how you can accelerate a project's delivery, quickly meet customer needs, and see increased revenue and loyalty.
Posted: 31 Aug 2017 | Published: 31 Aug 2017

BrightSpot

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

Do More with Less by Maximizing Your Customer Support Tools
sponsored by LogMeIn Rescue
WHITE PAPER: Forrester Research recently reported that leaders in providing excellent customer experiences outperformed laggards by 80 percentage points — and outperformed the Standard & Poor 500 Index by 26 percentage points. When customers demand the highest quality of service, you can't afford to be behind your competitors.
Posted: 25 Aug 2017 | Published: 25 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

Overcoming CX Challenges with Remote Support
sponsored by LogMeIn Rescue
WHITE PAPER: According to IDG, 60% of enterprises say that accessing relevant customer information from CRM systems is challenging. But with access to relevant data, you can gain knowledge that eliminates blind spots to deliver more customized support. Explore how cloud remote support tools can help you deliver compelling customer experiences.
Posted: 23 Aug 2017 | Published: 23 Aug 2017

LogMeIn Rescue

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

Fast Track your Contact Center Quality Assurance Program with the Cloud
sponsored by NICE Systems, Inc
WHITE PAPER: Your contact center's quality assurance isn't a box to be checked – it's a mandate. But a robust quality management process is necessary to deliver a great customer experience. Enter: The cloud. Learn 6 reasons why you should consider moving your quality management to the cloud.
Posted: 17 Aug 2017 | Published: 17 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

Streamline Authentication with Voice Biometrics to Improve Contact Center Customer Experiences
sponsored by NICE Systems, Inc
WHITE PAPER: Discover how voice biometrics (VB) streamlines your entire customer authentication system, improves contact center efficiency, enhances security for sensitive customer data, and creates better overall customer experiences.
Posted: 04 Aug 2017 | Published: 04 Aug 2017

NICE Systems, Inc

5 Ways to Ensure a Consistent Customer Experience
sponsored by Infor
WHITE PAPER: Customers are constantly inundated with marketing messages across every channel, so to rise above the noise you'll need abundant customer data, excellent marketing technology, and savvy message alignment. Uncover 5 ways to ensure that your brand delivers a consistent, tailored customer experience.
Posted: 31 Jul 2017 | Published: 31 Jul 2017

Infor

Increasing Retail Brick-and-Mortar Traffic With Innovative Digital Signage
sponsored by TechData - LG
WHITE PAPER: Read on to learn how digital signs are improving the customer experience by communicating with customers' mobile devices, creating sharper displays with pixel-by-pixel control, improve customer interaction near products, and much more.
Posted: 11 Jul 2017 | Published: 11 Jul 2017

TechData - LG

Digital Signage: The New Path to Customer Engagement
sponsored by TechData - LG
WHITE PAPER: To stay competitive with today's consumers; you need to have a tech edge – especially in brick-and-mortar industries. One of the easiest and most effective ways to engage your customers is via digital content. Learn how new screen technology is reinvigorating retailers and improving the customer experience.
Posted: 11 Jul 2017 | Published: 11 Jul 2017

TechData - LG

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

Datasheet: SAP Hybris Commerce Cloud
sponsored by SAP Hybris
WHITE PAPER: Learn how SAP Hybris Commerce Cloud can help your business become omnichannel, deliver contextual customer experiences, and unify customer processes.
Posted: 12 Jun 2017 | Published: 12 Jun 2017

SAP Hybris
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