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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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Keep A Leg-Up On The Competition By Creating User-Defined Experiences
sponsored by Avaya
PRODUCT OVERVIEW: Gartner predicted that by the end of 2016, 90% of companies would compete on customer experience. To gain a competitive edge, you need to create user-defined experiences. Inside, learn about Avaya Oceana, a next-generation customer engagement platform. Discover how this platform can deliver a unified multi-touch experience.
Posted: 14 Mar 2017 | Published: 21 Jun 2016

Avaya

Analysts Tackle Digital Transformation, CX Struggles
sponsored by Dell EMC
EGUIDE: Learn about key issues impeding multinational organizations' efforts to achieve successful digital transformation strategies. Discover what The Economist Intelligence Unit (EIU) and analysts at Forrester have to say about overcoming barriers.
Posted: 09 Mar 2017 | Published: 06 Mar 2017

Dell EMC

10 Trends Impacting Your Contact Center & How to Profit From Them
sponsored by Mitel Networks Limited
WHITE PAPER: Engaged consumers buy 90% more, spend 60% more, and are 5x more likely to pledge loyalty. Creating an optimal experience will affect how your customers view your business. If you're successful, you'll earn their loyalty. If you're not, they're gone. Inside, discover 10 contact center trends to turn into loyalty-building, profitable opportunities.
Posted: 09 Mar 2017 | Published: 09 Mar 2017

Mitel Networks Limited

5 Best Practices For Elevating Your Customer Communications In the Digital Age
sponsored by OpenText
RESEARCH CONTENT: You can improve your customer satisfaction scores with a digital-first approach for personalized communications. In this white paper, learn 5 best practices that will elevate your communication to the next level.
Posted: 06 Mar 2017 | Published: 01 Oct 2016

OpenText

How Content Technologies Shape The Total Digital Experience
sponsored by OpenText
EBOOK: A good digital experience matters in our customer-centric world. Whatever your business, digital content is the glue that engages customers. This e-book shares 4 real-life stories about weaving content technologies into valuable and promising digital experiences.
Posted: 06 Mar 2017 | Published: 01 Oct 2016

OpenText

6 Principle to Take Your MSP from Good to Great
sponsored by Solarwinds MSP
EBOOK: If you're not already providing this flawless MSP performance with predictable, reliable performance, then click inside this ebook and learn 6 principles that can turn any MSP from good to great.
Posted: 01 Mar 2017 | Published: 01 Mar 2017

Solarwinds MSP

Modern Warehouse Management for the New Fulfillment Economy
sponsored by Oracle Corporation
WHITE PAPER: Unaligned processes, technologies and corporate structures affect warehouse operations and the customer experience. Learn how to avoid these issues with cloud warehouse management tools.
Posted: 28 Feb 2017 | Published: 28 Feb 2017

Oracle Corporation

5 Tech Trends Redefining The Customer Experience
sponsored by Genesys
WHITE PAPER: The defined customer experience is always changing. With the growth of the digital era, it's important to shift your business in the right way – and interact with your customers the way they want. In this white paper, discover the 5 biggest tech trends that are redefining the customer experience, and learn how to harness them for your business.
Posted: 27 Feb 2017 | Published: 27 Feb 2017

Genesys

Case Study: How Atom Bank Used CEM To Become The UK's First All-Digital Bank
sponsored by Genesys
VIDEO: In the digital age, it's become necessary for businesses to constantly rework and reimagine how they interact with their customers. In this case study, learn how Atom Bank became the UK's first all-digital bank. Discover how customer experience technology was implemented to allow customers to communicate using voice, chat, email or social media.
Posted: 27 Feb 2017 | Premiered: 27 Feb 2017

Genesys

How To Help Your Contact Center and Keep Customers Happy
sponsored by Genesys
PRODUCT OVERVIEW: The ability to manage interactions across channels as a single, coherent conversation is key to keeping your customers engaged and happy. In this product overview, learn about how Conversation Manager from Genesys, a customer experience management platform, can help your contact center.
Posted: 24 Feb 2017 | Published: 24 Feb 2017

Genesys

Vodafone GmbH Enhanced Customer Experience Across Channels
sponsored by Genesys
CASE STUDY: Mobile phone network company, Vodafone GmbH, knew they needed to enhance their customer service. Previously, their communication channels operated in silos that caused customer frustration. Discover how Vodafone GmbH was able to accomplish this goal, and also enable a high-quality mobile app for their customers.
Posted: 23 Feb 2017 | Published: 23 Feb 2017

Genesys

Why Omnichannel Customer Engagement Is No Longer Optional
sponsored by Genesys
WHITE PAPER: Only a mere 7% of customers are extremely satisfied that brands provide a seamless, integrated customer experience across all channels, and omnichannel engagement nearly triples customer retentions. Judging by the numbers, omnichannel is no longer optional. Read this report to uncover how you can integrate omnichannel into your CRM system.
Posted: 23 Feb 2017 | Published: 23 Feb 2017

Genesys

How Retailer Marks and Spencer Is Raising The Bar In Customer Service With Omnichannel Technology
sponsored by Genesys
VIDEO: Most customers today expect that companies will perform well across all available channels. But the reality is that some companies may rate highly with customers with one channel, while lacking in another. Inside, learn how leading retailer Marks and Spencer is using an omnichannel engagement platform to help raise their customer experience bar.
Posted: 23 Feb 2017 | Premiered: 23 Feb 2017

Genesys

Leveraging Big Data To Power Strong Customer Connections
sponsored by Oracle Corporation
VIDEO: Big data has provided incredible opportunities for marketing, including improving the customer experience. But how do you create a strong connection to the right audience through big data? In this in-depth webcast, discover expert insights and a panel discussion to help you craft your best big data plan and reach the right audience.
Posted: 23 Feb 2017 | Premiered: 17 Feb 2017

Oracle Corporation

Strategic Planning Tools for Contact Centers
sponsored by Genesys
WHITE PAPER: This white paper explores how to leverage contact center strategic planning tools to predict performance more accurately and provide comprehensive what-if analysis capabilities. Discover how to get key answers to tough operational questions so that you can react to change faster and with more agility.
Posted: 22 Feb 2017 | Published: 22 Feb 2017

Genesys

Retail Organizations: The Next Stage of Transformation
sponsored by Salesforce.com
WHITE PAPER: This report is the result of 20 interviews and 200 surveys of executives from non-food retailers and brand manufacturers. Learn what you can do to offer a personalized blend of products, services and experiences to customers with an adaptive network of business partners. Take Cole Haan's partnership with ApplePay and Pinterest for example.
Posted: 22 Feb 2017 | Published: 22 Feb 2017

Salesforce.com

Linking the IT PMO to the Business: Establishing a Value Center
sponsored by Innotas by Planview
WHITE PAPER: Examine the value of linking IT projects with business to help realize innovative digital strategies for handling growth and customer satisfaction. Discover how to integrate IT and business strategies successfully and learn how to shift from a cost center to a value center to achieve greater relevance.
Posted: 22 Feb 2017 | Published: 31 Dec 2016

Innotas by Planview

While Retailers Face Disruption, High-Performers Offer a Blueprint for Growth
sponsored by Salesforce.com
WHITE PAPER: The following report is based on a survey of 300 executives in the retail industry. Discover the steps high-performers are taking to focus on geographic expansion, strategic partnerships, and new formats to drive growth.
Posted: 20 Feb 2017 | Published: 20 Feb 2017

Salesforce.com

7 Emerging Trends That Are Changing Manufacturing
sponsored by Microsoft
WHITE PAPER: In today's fast-paced global economy, manufacturers are facing demands like never before. In order to thrive, manufacturers must deliver excellence by accelerating product introductions, creating more agile shop floors, and improving order fulfillment. Inside, explore 7 emerging manufacturing trends, and learn how to deliver excellence every time.
Posted: 16 Feb 2017 | Published: 16 Feb 2017

Microsoft

Customer Engagement: What You Need To Know About Chatbots
sponsored by [24]7
WHITE PAPER: Advances in artificial intelligence mean that chatbots can automate more interactions than were previously possible with older technology. But what do you really know about this new technology? In this white paper, discover the truth about chatbots beyond the hype, and learn how your company can benefit from using them.
Posted: 07 Feb 2017 | Published: 07 Feb 2017

[24]7

The 'Connected' Associate: Technology Empowers Your Workforce And Fast-Tracks Your Omnichannel Sales
sponsored by SOTI Inc.
WHITE PAPER: When looking towards the future of retail, enabling IoT connectivity should be on the top of your list. Learn how your retail business can improve customer experience with employees empowered by IoT, otherwise known as "connected associates."
Posted: 31 Jan 2017 | Published: 31 Jan 2017

SOTI Inc.

10 Trends Impacting Your Contact Center & How to Profit From Them
sponsored by Mitel Networks Limited
WHITE PAPER: Engaged consumers buy 90% more frequently and spend 60% more per transaction. Your ability to create the best customer experience determines how your customers view your business – and how much you profit. Discover the top 10 trends impacting your customer experience, and how you can turn them into loyalty-building profitable opportunities.
Posted: 24 Jan 2017 | Published: 24 Jan 2017

Mitel Networks Limited

The 8 Types of Questions Your Customers Ask Online
sponsored by [24]7
WHITE PAPER: Consumers want a one-stop shop for their customer service, but most companies fail to deliver this experience and live agents are expensive -- that's where virtual agents come in. Access this white paper to learn which 8 types of questions virtual agents can handle, how they boost conversion rates, and more.
Posted: 19 Jan 2017 | Published: 19 Jan 2017

[24]7

Explore the Changing Contact Center Landscape
sponsored by LogMeIn Rescue
EGUIDE: New technology is shifting contact centers in a different direction – one that appeals more to current customer expectations. In this expert guide, discover new opportunities available for contact centers. Explore why infrastructure has become a major concern, new multichannel technology, and how one call center made social media work.
Posted: 09 Mar 2017 | Published: 06 Mar 2017

LogMeIn Rescue

6 Ways Your EMR Is Coming Up Short and How CRM Can Help
sponsored by Microsoft
RESOURCE: Electronic medical records (EMRs) are great for documentation, but in a value-based care model, that's not enough. Access this infographic to learn 6 ways that customer relationship management (CRM) software is able to engage patients where EMRs don't deliver.
Posted: 27 Jan 2017 | Published: 30 Dec 2016

Microsoft
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