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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 Reports
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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

Optimize Your Workforce for the Omnichannel Revolution
sponsored by Genesys
EBOOK: Explore how to create comprehensive omnichannel workforce planning. Find out how to orchestrate your customers' digital journeys to improve their overall 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

Marketing Insight with SAP at Cirque du Soleil
sponsored by SAP
WEBCAST: Listen to Axel Bedikyan, Director of Marketing Intelligence to find out how Cirque du Soleil has used SAP business objects for their business intelligence platform, and how it has been critical in their evolution to a more data-centric organization.
Posted: 16 Nov 2017 | Premiered: Nov 15, 2017

SAP

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

Not All Customer Experience Platforms are Created Equal
sponsored by Genesys
EBOOK: Find out how you can execute a comprehensive omnichannel contact center strategy that enables you to manage customer data across channels of engagement and deliver seamless customer experiences.
Posted: 16 Nov 2017 | Published: 16 Nov 2017

Genesys

Bright Ideas: Line of Business
sponsored by Zendesk
CASE STUDY: Uncover stories shared by customers who used Zendesk in innovative ways for CRM, including Xerox, L'Oreal, and more.
Posted: 15 Nov 2017 | Published: 15 Nov 2017

Zendesk

Living proof. Success Story
sponsored by SAP
WEBCAST: As a fast-growing company, Living proof. quickly learned how to overcome lack of infrastructure, and avoid hiring an IT department in order to accommodate a growing product line. In the end, find out how they grew their profits by 300%.
Posted: 13 Nov 2017 | Premiered: Nov 13, 2017

SAP

Predictive Analytics Reimagined for the Digital Enterprise
sponsored by SAP
WHITE PAPER: Explore how you can use predictive analytics to predict outcomes, identify untapped opportunities, expose hidden risks, anticipate the future, and act in the moment – ultimately driving the digital transformation.
Posted: 10 Nov 2017 | Published: 10 Nov 2017

SAP

3 Ways to Simplify the Remote Support Experience for Customers
sponsored by LogMeIn Rescue
RESOURCE: A good user experience can serve as an opportunity to grow your customer relationships and build your business. Learn the top 3 strategies from LogMeIn Rescue to deliver a simple and satisfying customer experience.
Posted: 09 Nov 2017 | Published: 09 Nov 2017

LogMeIn Rescue

Dissecting a Smart Chatbot: 4 Things to Look For
sponsored by Sophos
RESOURCE: Learn what it takes to improve your customer's experience and your company's performance with smart chatbots, and 4 key factors to look for.
Posted: 07 Nov 2017 | Published: 07 Nov 2017

Sophos

How to Design the Right Chatbot for Your Enterprise
sponsored by Sophos
RESOURCE: Use this infographic to better understand how to create a chatbot that lives up to your company's needs and your customers' expectations, and 5 key steps to chatbot building 101.
Posted: 07 Nov 2017 | Published: 07 Nov 2017

Sophos

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

Break Through the Digital Noise with People-Based Marketing
sponsored by Sophos
WHITE PAPER: According to Gartner, most marketers now expect customer experience to be the key differentiator – which is why it's essential to know what your customers want and how to give it to them. Learn how to break through the noise with a people-based marketing approach.
Posted: 03 Nov 2017 | Published: 03 Nov 2017

Sophos

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

A Look at 5 Contact Center Automation Tools
sponsored by Genesys
EGUIDE: In this expert e-guide, learn about what you need to consider when making contact center purchasing decisions, 5 contact center automation tools to know, and the top 5 benefits of speech analytics.
Posted: 31 Oct 2017 | Published: 27 Oct 2017

Genesys

Providing a Great Customer Experience During the Holiday Rush
sponsored by Zendesk
WEBCAST: According to Zendesk, retailers see a 42% average increase in support volumes during the holiday season. How can you keep up with providing customers a great CX during such a busy time? Learn how you can develop a strategy for keeping your CX great and stay on your customers' "nice" lists.
Posted: 31 Oct 2017 | Premiered: Oct 31, 2017

Zendesk

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

Decoding the Value of 4 Consumer Data Types
sponsored by Sophos
RESEARCH CONTENT: Explore this Forrester Research report to understand the full spectrum of consumer data that's now available to companies to use, and how B2C marketers should combine these resources for maximum benefits.
Posted: 27 Oct 2017 | Published: 27 Oct 2017

Sophos

The Guide to Omnichannel Customer Engagement
sponsored by Genesys
EBOOK: In this guide to omnichannel customer engagement, gain ideas on how your organization can create customer experiences that are streamlined, simple, and fully informed and effective – all to meet the needs and preferences of your customers.
Posted: 27 Oct 2017 | Published: 27 Oct 2017

Genesys

Why Do I Need CRM?
sponsored by Salesforce
WHITE PAPER: In a recent survey conducted by Salesforce, more than half of small business owners said their companies were not using any kind of CRM strategy. Explore this white paper to discover frequently asked questions small business owners have about customer relationship management as well as helpful responses to enhance your CRM.
Posted: 27 Oct 2017 | Published: 31 Dec 2016

Salesforce

Supporting Customer Experience Initiatives Through Productivity and Process
sponsored by Zendesk
WHITE PAPER: In this IDC paper, learn what it means to the overall organization to be a CX–focused organization, the impact, benefits, and challenges of pursuing a customer experience strategy, and examples of organizations that have effectively used tools to support service and contact center agents.
Posted: 27 Oct 2017 | Published: 27 Oct 2017

Zendesk

Case Study: How the FCC Improved Their Consumer Help Center
sponsored by Zendesk
CASE STUDY: Learn how the Federal Communications Commission (FCC) built up their consumer help center to handle the 450,000 complaints per year they receive with lower cost to taxpayers.
Posted: 27 Oct 2017 | Published: 27 Oct 2017

Zendesk
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