Providing customer satisfaction with retail operations allows organizations to gain the most revenue from their customers. Read this paper to learn how pervasive technology can be deployed to optimize operations and enable a superior customer experience.
Real-time visibility into operations enables response to market dynamics and competition. Read this paper to learn how to leverage pervasive technologies to transform an organization into a pervasive enterprise.
This white paper discusses the importance of focusing on the customer experience journey, explores why companies don't get the customer journey right, and discusses how leading companies provide great customer experiences.
Customer experience management (CEM) is coming to the forefront as one of the best ways to differentiate your organization. This white paper explores key elements of the customer experience (CX) and how to achieve better CEM while improving operational effectiveness and driving down costs.
As customer experience is being elevated to a top-executive commitment, the customer engagement center/contact centre is uniquely positioned to be at the epicenter of the customer experience revolution. Get this research note on Gartner predictions for 2014 and beyond.
This expert e-guide provides tips and best practices for working with new contact center metrics to ensure customer satisfaction through every communication channel. Learn how to determine and implement a set of key performance indicators (KPIs) for new channels such as mobile and social media, as well as how to formalize CCPM for optimum results.
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