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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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Dazadi's Journey to SaaS E-commerce and Better Brand Engagement
sponsored by BigCommerce
CASE STUDY: Explore how Dazadi, a home recreation store, supplemented their Amazon channel sales by updating their open source platform and migrating to a SaaS-based e-commerce offering.
Posted: 12 Oct 2017 | Published: 12 Oct 2017

BigCommerce

Digital Transformation in Sales: Evolving the Art of Customer Engagement
sponsored by Microsoft
WHITE PAPER: Are your sales leaders strivers, followers, skeptics or drivers when it comes to the digital transformation of your sales department? Learn how (and why) top-performing sales organizations are prioritizing digital transformation to unlock greater revenue growth. Plus, learn how to get your teams on board for your own transformation journey.
Posted: 09 Oct 2017 | Published: 09 Oct 2017

Microsoft

Connecting Field Service Management to the IoT
sponsored by Microsoft
WHITE PAPER: Field service management teams aim to keep costs down while improving customer service relationships. This is hard for organizations though – often, reducing costs hurt customer relationships. But the IoT allows field service organizations to achieve this goal. Discover 4 ways to leverage the IoT to reduce cost and increase efficiency.
Posted: 06 Oct 2017 | Published: 06 Oct 2017

Microsoft

The Current State of Global Customer Service: Research Report
sponsored by Microsoft
RESEARCH CONTENT: 96% of Microsoft's survey respondents said customer service plays a role in their choice of and loyalty to a brand – that's a number too high to ignore. Learn more about the current state of customer service in this research report. Discover respondents' thoughts on: Brand loyalty, perceptions and frustrations, self-service options, and more.
Posted: 06 Oct 2017 | Published: 06 Oct 2017

Microsoft

Innovating Customer Service with Container Platform
sponsored by Red Hat
CASE STUDY: Access this case study to learn how technology is shifting to meet the future challenges of travel with flexible application infrastructure for better response times and increased customer satisfaction.
Posted: 05 Oct 2017 | Published: 30 Jun 2016

Red Hat

Web Content Management Vendor Comparison Report
sponsored by Sitecore
RESEARCH CONTENT: Web content management (WCM) is now considered mission-critical software to help you drive successful customer relationships. In this Gartner Report, explore an in-depth round up of the pros, cons, benefits, features, and drawbacks of some well-known WCM vendors including Acquia, Adobe, and many others.
Posted: 03 Oct 2017 | Published: 26 Jul 2017

Sitecore

Revolutionize Your Commerce Experience
sponsored by Sitecore
WHITE PAPER: According to Help Scout, 78% of consumers abandon a transaction or purchase because of poor service. You need to personalize and customize your interactions with customers to remain competitive. Learn how to revolutionize your commerce experience, and uncover 5 key benefits of integrating content and commerce.
Posted: 03 Oct 2017 | Published: 01 Oct 2016

Sitecore

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

Successful Marketing Initiatives: Measuring Quality Over Quantity
sponsored by Sitecore
WHITE PAPER: In the marketing world, it should be quality over quantity. In this white paper, learn how to measure quality with customer engagement value, accelerate your market effectiveness with CRM analytics, and uncover 5 examples of how to improve marketing effectiveness and customer engagement.
Posted: 02 Oct 2017 | Published: 02 Oct 2017

Sitecore

Context Marketing for Dummies
sponsored by Sitecore
EBOOK: How does a marketer create a personalized customer experience for each customer? To remain relevant, you must rise to the challenges and opportunities offered by context marketing. Begin your journey to successful context marketing with this 5-chapter e-book.
Posted: 02 Oct 2017 | Published: 02 Oct 2017

Sitecore

3 Ways Customer Service Technology Can Elevate Your Brick-and-Mortar Store
sponsored by Vonage
RESOURCE: Most customers today don't want to deal with the hassles of visiting a brick-and-mortar store: Long wait lines, products that aren't available and difficult comparisons are not on their to-do lists. Learn 3 ways customer service technology can elevate your brick-and-mortar store, so your customers will use their keys instead of their laptops.
Posted: 29 Sep 2017 | Published: 28 Aug 2017

Vonage

The State of Customer Experience 2017 From Voice to Digital: An Industry in Transition
sponsored by West UC
RESEARCH CONTENT: According to a Walker study, CX will overtake price and product as the key brand differentiator by 2020. Company success now more than ever hinges around how a company deals with its customers. In this research report, explore insight from over 200 professionals to understand the current state of CX.
Posted: 26 Sep 2017 | Published: 26 Sep 2017

West UC

Trusted Identities: Solving Fraud in Banking
sponsored by HID Global
WHITE PAPER: One of the biggest challenges facing banks today is how to provide secure and trusted services while substantially improving customer experience. Take a closer look at this white paper to reveal a holistic multi-channel identity and access management platform that can improve the user experience and create a higher level of mutual trust.
Posted: 21 Sep 2017 | Published: 21 Sep 2017

HID Global

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

5 Tech Trends That Redefine the Customer Experience
sponsored by Genesys
WHITE PAPER: In today's digitally-connected world, customers have access to information across a wide variety of channels – it's up to your organization to stand out from the crowd. Learn 5 major technology trends that are redefining the customer experience, and how you can leverage them in your company.
Posted: 21 Sep 2017 | Published: 21 Sep 2017

Genesys

Accelerate the Delivery of Digital Experiences: The Case for Decoupled CMS
sponsored by BrightSpot
WHITE PAPER: The delivery of brand experiences needs to be re-imagined – companies are facing the challenge of delivering consistent digital experiences across multiple devices and channels. Learn how you can create better brand experiences by leveraging a decoupled content management system (CMS).
Posted: 21 Sep 2017 | Published: 21 Sep 2017

BrightSpot

5 Key Features To Look For In A CX Platform
sponsored by Genesys
WHITE PAPER: Many contact center tools today deploy siloed interaction channels, in which each customer interaction is managed in isolation' – this is a poor approach to CX. Explore 5 critical capabilities you'll need in your CX platform to take your customers to the next level of customer engagement.
Posted: 20 Sep 2017 | Published: 20 Sep 2017

Genesys

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.

Redesigning the Customer Experience Around the Internet of Things
sponsored by Genesys
RESEARCH CONTENT: Your company must make the most of customer insight to optimize business strategies – and using the Internet of Things (IoT) can make a big difference. In this Frost & Sullivan Report, learn how to promote an IoT-centric customer experience and value proposition within your organization.
Posted: 18 Sep 2017 | Published: 18 Sep 2017

Genesys

Research Report Findings: Top 10 Current Customer Service Trends
sponsored by Genesys
RESEARCH CONTENT: In the age of the customer, consumers expect easy, effective, deeply personal service, and this is shaping customer service technology priorities. In this Forrester Research report, learn about the top 10 customer service trends to pay attention to in order to deliver customer service excellence.
Posted: 15 Sep 2017 | Published: 27 Jan 2017

Genesys

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

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


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

Increasing Lifetime Value through Personalized Online Customer Journeys
sponsored by Cxense
ANALYST REPORT: Staying relevant to audiences in view of disruption is the biggest challenge faced by organizations today. In this report by Frost & Sullivan, CX leaders across a variety of industries share insight into the importance of online customer journeys and the different outcomes required from customer engagement.
Posted: 30 Aug 2017 | Published: 30 Aug 2017

Cxense

Case Study: How ( And Why) Teladoc Chose Their New Contact Center Tool
sponsored by Five9
CASE STUDY: Teladoc, a leading provider of telehealth services, had trouble with their new in-house contact center tool. The platform was difficult to navigate, it lacked administrative features, and they faced frequent outages. Learn how Teledoc updated their contact center tool to improve customer satisfaction ratings by 97% and more.
Posted: 27 Sep 2017 | Published: 27 Sep 2017

Five9
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