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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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Report: Understanding The New Customer Landscape in Retail
sponsored by Salesforce.com
RESEARCH CONTENT: With seemingly unlimited access and knowledge, consumers control the terms of retailer engagement. Retailers need to effectively extend their brand experience to reach customers wherever they may be. This report explores the trends, attitudes and technologies shaping the customer landscape, and a 6-part roadmap to help you achieve CEM success.
Posted: 16 Feb 2017 | Published: 16 Feb 2017

Salesforce.com

8 Ways Practices Can Delight Their Patients
sponsored by Medfusion
WHITE PAPER: Patients are evolving into savvy healthcare consumers, shopping around for the best value and experience for their money. Access this white paper to uncover 8 things you should be doing to win over new patients and retain the ones you already have.
Posted: 15 Feb 2017 | Published: 15 Feb 2017

Medfusion

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 Mobile Testing Checklist: A Guide to help Investigate Mobile Testing Solutions and Trigger Structured Discussions and Decisions
sponsored by Hewlett Packard Enterprise
WHITE PAPER: This white paper examines the three-phase process of assessing mobile app testing tools with a user experience mindset. Learn about user experience analysis, weighing the tool's features, and proof of concept (POC) development.
Posted: 24 Jan 2017 | Published: 24 Jan 2017

Hewlett Packard Enterprise

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

Customer Experience In The Digital Age: 5 Key Trends To Watch For
sponsored by [24]7
WHITE PAPER: Customer experience is becoming a major differentiator in an increasingly digital marketplace. Access this white paper to uncover the 5 key trends for improving customer experience this year, and how you can apply them to your organization.
Posted: 18 Jan 2017 | Published: 18 Jan 2017

[24]7

Why is Customer Service So Bad at Handoffs?
sponsored by [24]7
WHITE PAPER: 64% of consumers start their customer service journeys online. Where are the rest going? Access this white paper to learn about automated phone's role in customer experience and how your company can connect Web, IVR, mobile, and social media touch points.
Posted: 17 Jan 2017 | Published: 30 Dec 2016

[24]7

What's Trending in Retail and Mobile Technology
sponsored by SOTI Inc.
EBOOK: 84% of shoppers surveyed want to see more location-based technology. Access this e-book to learn how in-store mobile technology is shaping the future of retail. Discover the role the Internet of Things will play in future retail and what this means for e-commerce.
Posted: 05 Jan 2017 | Published: 30 Dec 2016

SOTI Inc.

The Definitive Guide to Lead Generation
sponsored by BlueBox(an IBM company)
EBOOK: In this ebook, discover some tactics to successfully generate leads, as well as how to nurture those leads to create successful, profitable campaigns. Click inside to find out how best to use website forms, pay-per-click ads, email marketing, and more to discover leads, as well as how to turn those leads into marketing successes.
Posted: 22 Dec 2016 | Published: 22 Dec 2016

BlueBox(an IBM company)

The Definitive Guide to Social Marketing
sponsored by Marketo
EBOOK: Examine the phenomenon of social media and how it's affecting marketing strategies, CRM, brand engagement, and more. Uncover helpful tips for leveraging social media as a key marketing tool, as well as explore concepts like how to choose the right social media platforms, social media advertising, and more.
Posted: 22 Dec 2016 | Published: 22 Dec 2016

Marketo

Provide Top Customer Experiences with Faster Customer Care
sponsored by Zendesk
WHITE PAPER: Constellation Research has compiled extensive research and in-depth interviews of businesses that have implemented agile customer care strategies. Discover what analysts have revealed to work for real organizations.
Posted: 07 Dec 2016 | Published: 07 Dec 2016

Zendesk

State of Global Customer Service Report
sponsored by Microsoft
WHITE PAPER: Customer expectations have risen to all-time highs and show no sign of stopping. Access this white paper to learn about the current state of customer service and how to prepare your business to move forward alongside customer expectations.
Posted: 05 Dec 2016 | Published: 27 May 2016

Microsoft

Is Providing 24-Hour Global Support Right for You?
sponsored by Zendesk
WHITE PAPER: Learn now about key questions to ask as you determine your global customer support strategy. Access this resource and you'll also discover best practices for providing global support such as dashboards, collaboration tools, the cloud, and more.
Posted: 30 Nov 2016 | Published: 30 Nov 2016

Zendesk

Delivering Analytically Injected Digital Personalization for Online and Offline Data
sponsored by SAS
WHITE PAPER: This white paper outlines SAS solutions and architectural considerations for providing web content personalization. Learn how you can collect clickstream data in the cloud to better analyze customer browsing behavior for more targeted personalization.
Posted: 15 Nov 2016 | Published: 15 Nov 2016

SAS

How Manufacturers Can Use Value Selling to Deliver Great Experiences at Every Touch Point
sponsored by Infor
WHITE PAPER: Learn how manufacturers are developing long-term customer relationships while providing great service to existing customers. Also discover the role of CRM software in value-selling, delivering a consistent experience, and using customer data to build better insight.
Posted: 04 Nov 2016 | Published: 04 Nov 2016

Infor

Discover and Quantify the Benefits of Modernizing your Oracle Technology Platform
sponsored by Cintra/Oracle
WHITE PAPER: Legacy environments can no longer keep pace with today's business needs. You need to be agile, improve customer experience, and take advantage of the cloud. Learn how to modernize your Oracle database and how hyper-converged platforms stand to benefit your business.
Posted: 04 Nov 2016 | Published: 04 Nov 2016

Cintra/Oracle

Business Leaders: 5 Reasons Why It's Time to Ditch Your Interactive Voice Response (IVR)
sponsored by [24]7
WHITE PAPER: Can you save money without losing your customers? Interactive voice response (IVR) may be hurting the customer experience and sending your hard-earned customers to your competitors. Access this white paper for 5 significant reasons to dump your IVR and keep your customers.
Posted: 03 Nov 2016 | Published: 03 Nov 2016

[24]7

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

Let's Chat: 4 Limitations of Automated Agents in the Contact Center
sponsored by Genesys
EGUIDE: In this e-guide, experts reveal four chatbot challenges. Learn how to overcome each one, so you can focus on driving innovation in the contact center.
Posted: 17 Jan 2017 | Published: 11 Jan 2017

Genesys

6 Ways Your EMR is Coming up Short and How a CRM Solution Can Help
sponsored by Microsoft
RESOURCE: Access this infographic to uncover 6 steps to use your CRM tools to boost your EMR system and positively impact the patient and provider experience.
Posted: 12 Jan 2017 | Published: 12 Jan 2017

Microsoft

Develop a Multichannel Strategy that Supports Customer Experience Management
sponsored by BoldChat - LogMeIn
EGUIDE: Providing a top class customer experience is the key to customer retention, yet, according to a Forrester survey, only 10% of companies plan to invest in multichannel support. This e-guide explains why a strong multichannel presence is a necessity and walks you through the steps to developing your own strategy.
Posted: 22 Dec 2016 | Published: 20 Dec 2016

BoldChat - LogMeIn

Video, Live Chat Usher in Multichannel Customer Service Challenges
sponsored by BoldChat - LogMeIn
EGUIDE: Customers are demanding real-time customer service and contact centers are being forced to respond. Explore the pros and cons of 4 main communication channels, how to use customer data to your advantage, and how you can achieve multichannel customer service success.
Posted: 20 Dec 2016 | Published: 14 Dec 2016

BoldChat - LogMeIn

Business Analytics and The Future of Customer Experience Management
sponsored by CA Technologies
EGUIDE: In this expert e-guide, learn about the ways in which businesses have used customer analytics for CEM in the past, and how those strategies will change with new technologies. Discover how harnessing big data analytics allows companies to improve their CRM, the impact IoT and intelligent system adoption will have on predictive analytics, and more.
Posted: 04 Nov 2016 | Published: 04 Nov 2016

CA Technologies
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