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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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Why Mobile Performance Matters: U.K. Consumer Analytics
sponsored by Akamai
WHITE PAPER: In this white paper, you will identify key web consumer performance insights in the e-commerce and financial services industries. Access this paper now to see the 2 factors causing consumer dissatisfaction, why mobile users are more active than desktops, and more.
Posted: 10 Sep 2015 | Published: 10 Sep 2015


Infographic: How Modern Service Provides a Competitive Advantage
sponsored by Oracle Corporation
RESOURCE: This infographic showcases the importance of embracing knowledge management to equip your customer service reps to support customer expectations. By following 4 steps, learn how a seamless communication channel can drive your competitive advantage.
Posted: 09 Sep 2015 | Published: 09 Sep 2015

Oracle Corporation

Infographic: Why You Need Anytime, Anywhere Service
sponsored by Oracle Corporation
RESOURCE: Access this infographic to discover how an omnichannel approach can allow your customers to receive the best service possible on any device, anytime. Learn the drawbacks to a siloed approach and foster loyalty through a speedy friendly response to your customers.
Posted: 09 Sep 2015 | Published: 09 Sep 2015

Oracle Corporation

Boosting Customer Loyalty and Bottom Line Results Putting Customer Experience First in Your Contact Center
sponsored by Genesys
WHITE PAPER: This white paper will outline how your organization can improve customer service by improving Customer experience management, to track, oversee, and organize interactions across all touch points and channels between each customer and the organization. Read now to learn more.
Posted: 08 Sep 2015 | Published: 31 Dec 2014


Strategies for Customer Experience Management
sponsored by Harte Hanks
WHITE PAPER: In this white paper you will learn how to use data more effectively to create and maintain customer engagement. Access now to discover 4 CEM strategies for outstanding customer relations.
Posted: 04 Sep 2015 | Published: 04 Sep 2015

Harte Hanks

Top 3 Benefits of Web Self-Service
sponsored by Oracle Corporation
WHITE PAPER: This white paper outlines three main categories of technology to help you get the most out of your self-service online support. Discover how your organization can boost repurchase rates and sales, and decrease inbound calls and emails.
Posted: 02 Sep 2015 | Published: 02 Sep 2015

Oracle Corporation

How Saint-Gobain CPS Gave Clients Real-Time Order Status Updates through Innovative Mobile Apps
sponsored by IBM
CASE STUDY: In this case study, find out how one high-performance habitat solution provider designed and implemented iOS and Android mobile apps to deliver real-time delivery status for the company, its haulers and its clients.
Posted: 28 Aug 2015 | Published: 30 Apr 2015


Embracing Digital Technology to Deliver Better Business Outcomes
sponsored by Interactive Intelligence, Inc.
WHITE PAPER: This report invites you to build a business case for your organization's transformation to a digitized customer experience strategy. Uncover methodologies that will initiate a personalized approach to your audience's journey.
Posted: 27 Aug 2015 | Published: 27 Aug 2015

Interactive Intelligence, Inc.

Mobility Applications: Improve Your Customer Experience and Contact Center
sponsored by Genesys
WHITE PAPER: This helpful resource reveals why now is the perfect time for contact centers to embrace the mobile channel. Read on to uncover specific strategies for organizations ready to improve contact centers' operational efficiency, customer engagement, and brand loyalty through mobile apps.
Posted: 26 Aug 2015 | Published: 31 Dec 2014


Case Study: ITSM Enables Telecom Company to Expand
sponsored by Unisys
WHITE PAPER: This case study explores how a telecom organization obtained a more efficient method of IT Service Management (ITSM) that enabled them to expand their business in the area of cloud services. Discover how they achieved increased productivity, improved customer service, and more.
Posted: 24 Aug 2015 | Published: 24 Aug 2015


Customer Experience Analytics: How IT Can Help Improve the Customer Experience
sponsored by Splunk
WHITE PAPER: This guide features a real-life example of how one organization gained meaningful business insights by leveraging customer experience management with machine data. Learn how to create these insights and help your business grow revenue by improving user engagement.
Posted: 24 Aug 2015 | Published: 24 Aug 2015


Trends 2015: The Future Of Customer Service
sponsored by Genesys
WHITE PAPER: This report summarizes the top 10 customer services trends that you need to pay attention to in order to build strong customer relationships in 2015.
Posted: 24 Aug 2015 | Published: 16 Dec 2014


Case Study: Unmasking Quality Content Delivery
sponsored by Limelight Networks, Inc.
CASE STUDY: This case study explores how a leading online costume retailer delivered content fast—even during peak months like September and October. Read on to unmask the content delivery strategy they leveraged to achieve increased conversions, better brand equity, and more.
Posted: 24 Aug 2015 | Published: 24 Aug 2015

Limelight Networks, Inc.

5 Steps to Building a Customer Experience-Driven Contact Center
sponsored by Genesys
WHITE PAPER: This white paper illustrates how organizations are overcoming modern customer experience hurdles to earn customers' satisfaction and long-term loyalty. Read on to uncover 5 important steps to building a customer experience-driven contact center.
Posted: 24 Aug 2015 | Published: 31 Dec 2014


The Transformative Power of Enterprise Mobility Management: Stories of Success
sponsored by VMware, Inc.
CASE STUDY: This white paper examines a variety of enterprise mobility management (EMM) platforms available on the market, and highlights the key features and use cases for each. Read on now to select the right EMM provider for you, enabling your business to create memorable new ways to connect with customers.
Posted: 21 Aug 2015 | Published: 31 Jul 2015

VMware, Inc.

Experiences and Technology That Delight Your Workforce
sponsored by Workday
WEBCAST: Providing a pleasant environment and experience for employees is imperative for your business. It increases engagement, satisfaction, retention, and productivity of your workforce. Watch this webcast to hear why it's critical for HR technology to assist in providing a productive environment.
Posted: 20 Aug 2015 | Premiered: May 21, 2015


The Customer Experience: the Journey from Good to Great
sponsored by Interactive Intelligence, Inc.
WHITE PAPER: In this paper we pose and respond to a series of questions to guide you through the journey of providing a better customer experience.
Posted: 17 Aug 2015 | Published: 17 Aug 2015

Interactive Intelligence, Inc.

The Gap Between what Customers Want & What Businesses are Doing
sponsored by Interactive Intelligence, Inc.
WHITE PAPER: There is a gap between what customers want and what businesses are doing. Continue on to access this infographic and learn about several common misconceptions and how businesses can learn to more accurately address customer concerns.
Posted: 17 Aug 2015 | Published: 17 Aug 2015

Interactive Intelligence, Inc.

6 Steps to Deliver a Complete Service Experience
sponsored by
WHITE PAPER: This white paper highlights 6 steps in delivering a complete customer service experience, and will equip your agents with the tools and intelligence they need to deliver excellent service.
Posted: 13 Aug 2015 | Published: 13 Aug 2015

Collaborative Economy: It's Real and It's Disrupting Enterprises
sponsored by SAP America, Inc.
VIDEO: In this short video you will hear CEM experts Bill Briggs, Troy Fulton, Dinesh Sharma, and Bonnie D. Graham discuss whether they believe the new type of the collaborative economy is disruptive to the business environment. Watch now to discover what this means for your business model, and how you can effectively adapt to this changing landscape.
Posted: 12 Aug 2015 | Premiered: 14 Jul 2015

SAP America, Inc.

Tegen Taps Business Synergies Between SolarWinds N-Able and Connectwise to Grow Services Business
sponsored by Solarwinds N-able
CASE STUDY: This white paper shows how one UK Managed Service Provider was able to quickly address customer issues and dramatically improve SLAs. Read on to learn more.
Posted: 11 Aug 2015 | Published: 11 Aug 2015

Solarwinds N-able

Brand Enthusiasm: More Than Loyalty
sponsored by IBM
WHITE PAPER: This study reflects the new reality: consumer propensity is alive and well. Read on and learn how to use this information to revitalize your strategy for communicating, engaging and sharing with customers.
Posted: 05 Aug 2015 | Published: 28 Nov 2014


Case Study: Kaffee Partner Perks up Sales Revenues and Customer Loyalty
sponsored by IBM
CASE STUDY: This brief case study examines how a leader in coffee systems delved deeper into buyer behavior insights and succeeded in tailoring product offers to customers' individual demands. Learn how these actions can improve conversion rates and boost sales within your own organization.
Posted: 05 Aug 2015 | Published: 31 Jan 2014


Social Intelligence Guide for Marketing
sponsored by Microsoft
WHITE PAPER: This informative white paper explores expert insights for maximizing ROI on social channels.
Posted: 04 Aug 2015 | Published: 01 Jul 2015


The New Frontier for Personalized Customer Experience
sponsored by IBM
WHITE PAPER: It's time for companies to remove the transaction from the pedestal, and replace it with today's savvy customer. This paper offers the basics on creating a personalized, relevant experience for individual customers. Access now to learn how an effective customer intelligence strategy will drive revenue.
Posted: 30 Jul 2015 | Published: 30 Jul 2015

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