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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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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

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

The Importance of Communications in the Hospitality Industry
sponsored by Motorola, Inc.
WHITE PAPER: Some industries, such as hospitality, rely on high guest satisfaction and efficiency – all of which can be achieved with good communications. In this guide, learn how to use Motorola Solutions Team Communications, within the hospitality industry as an example, to improve communications.
Posted: 07 Aug 2017 | Published: 07 Aug 2017

Motorola, Inc.

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

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

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


Resolve Customer Issues and Execute Service Orders with Cloud CX tools
sponsored by SAP Hybris
WHITE PAPER: How are your call center agents and on-site technicians equipped for these situations? Learn how the right tools can help you leverage omnichannel customer support, provide the right resources at the right time, and digitally transform your service organizations.
Posted: 08 Jun 2017 | Published: 08 Jun 2017

SAP Hybris

21 Digital E-Commerce Vendors, Rated and Reviewed
sponsored by SAP Hybris
WHITE PAPER: You know by now that customer engagement strategies must evolve, but how can you get started? Decision-making starts with knowing your options. Explore Gartner's rating of 21 digital e-commerce platform ready to tackle mobile and social engagement.
Posted: 08 Jun 2017 | Published: 24 Apr 2017

SAP Hybris

Vendor Analysis for Multichannel Customer Engagement Tools
sponsored by SAP Hybris
WHITE PAPER: Forrester has assessed 22 vendors that offer machine learning, personalization, and ad tech features designed to help marketers interact with their audience. Uncover which 5 capabilities companies should look for to make the decision-making process smoother.
Posted: 08 Jun 2017 | Published: 08 Jun 2017

SAP Hybris

11 Hot E-Commerce Vendors And How They Stack Up
sponsored by SAP Hybris
WHITE PAPER: In this Forrester Research report, learn why firms are investing in e-commerce technology that supports full spectrum selling, personalized digital customer experiences, data-driven merchant tools, and more.
Posted: 06 Jun 2017 | Published: 24 Mar 2017

SAP Hybris

Critical Capabilities for E-Commerce Platforms
sponsored by SAP Hybris
WHITE PAPER: 30% of e-commerce sites will integrate technology from more than 15 vendors to deliver a digital experience by 2018. Learn which capabilities are critical for B2C and B2B organizations delivering a personalized customer experience across channels.
Posted: 06 Jun 2017 | Published: 06 Jun 2017

SAP Hybris

Engaging the Unengaged Consumer
sponsored by SAP Hybris
WHITE PAPER: It can feel like today's social and mobile customer is engaged in everything ... except you. How can you deliver an exceptional experience, like those of agile and legacy free market disruptors? Finextra reveals how banks are doing just that in this white paper.
Posted: 05 Jun 2017 | Published: 05 Jun 2017

SAP Hybris

Supporting The Buyer Journey With Customer Service
sponsored by SAP Hybris
WHITE PAPER: 50% of all buyers still view customer service as a post-purchase resource, rather than a purchasing aid. Find more survey results from Forrester that reveal how 247 companies approach customer service.
Posted: 05 Jun 2017 | Published: 29 Jul 2016

SAP Hybris

Key Trends Affecting Wholesale Distribution
sponsored by SAP Hybris
WHITE PAPER: B2B buyers expect the same customer experience in business that they rely on in their personal lives. Learn how wholesalers can embrace new best practices and opportunities in marketing, commerce, sales, and service.
Posted: 05 Jun 2017 | Published: 05 Jun 2017

SAP Hybris

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

Social Impact, Accelerated: How Your Nonprofit's Back Office Can Change The World
sponsored by NetSuite
WHITE PAPER: For most organizations, having a system that runs their business properly is essential for success. For nonprofit organizations, it's even more crucial. Inside, learn how nonprofits can use NetSuite, a cloud ERP and CEM technology, to tackle challenges including the "starvation cycle," properly handling donations and partnerships, and more.
Posted: 23 May 2017 | Published: 22 May 2017

NetSuite

The Retailer's Blueprint For Success: Enabling Great Customer Experiences
sponsored by NetSuite
WHITE PAPER: Today, the consumer is in the driver's seat. They expect information and products from multiple channels at any time – leading retail and commerce to adopt omnichannel approaches to CX. Inside, learn the challenges retailers are up against, 5 pillars of building a unified CX, and receive an overview of NetSuite's business system.
Posted: 23 May 2017 | Published: 23 May 2017

NetSuite
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