6 Steps to a Great CX Strategy
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Customer experience insights guide
By: ARG, Inc.
Type: Analyst Report
According to a recent study, every year $98 billion is lost by companies failing to provide “simple” experiences that customers want.
For most modern organizations, customer experience is seen as the key differentiator in today’s market.
This report provides a complete breakdown of the current state of customer experience, looking at the key trends defining the modern customer’s demands, as well as the strategies organizations are using to engage with them.
Download the report now to discover more.
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CRM enters maturity as customer experience custodian
By: TechTarget ComputerWeekly.com
Type: eGuide
CRM has a long lineage in enterprise software, starting with salesforce automation in the 1990s, Siebel being a big player back in the mists of time. These days, engaging with customers through every conceivable channel, and doing so by way of the cloud are the novelties of CRM.
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How to increase your contact center’s ROI
By: InflowCX
Type: Case Study
If your contact center agents are struggling with flipping between multiple screens to find answers to customer questions, there is a way to boost your efficiency. Even if your contact center handles thousands of interactions per day, it can happen.
In this case study, you will learn how one organization was able to digitally transform their contact center that was handling over 7,000 customer requests per day. Not only did they find a solution that saved time and trouble, they saved money too.
Read on to learn more about this solution and how you too can transform your contact center and ensure your customer experience keeps your customers loyal.
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Digital Experience Management: the next stage for customer experience efforts
By: TechTarget ComputerWeekly.com
Type: eGuide
The interactions that customers have with companies and employers are increasingly digital in nature.The Covid-19 public health crisis has sped up this trend. Digital Experience Management can be seen as another turn of the CRM screw, but in a context where digital channels are dominant. Discover the next stage for customer experience efforts.
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Digital Experience Management: the next stage for customer experience efforts
By: TechTarget ComputerWeekly.com
Type: eGuide
The interactions that customers have with companies and employers are increasingly digital in nature.The Covid-19 public health crisis has sped up this trend. Digital Experience Management can be seen as another turn of the CRM screw, but in a context where digital channels are dominant. Discover the next stage for customer experience efforts.
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Deliver better customer experiences by solving the CX trilemma
By: Webex by Cisco
Type: Research Content
A successful customer experience (CX) includes three elements: resolution, rapport, and relevance, and integrating these are crucial. Download this consumer report to discover the best practices for solving this CX trilemma, and the best ways to excel in all 3 areas.
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CCaaS 101: CX leader’s guide for success
By: Cyara
Type: eBook
With more and more organizations now working to prioritize customer experiences, many have started to revamp their contact centers in order to keep up with changing expectations and new standards.To do so, companies have begun to leverage cloud-based infrastructures and CCaaS solutions. Browse this guide to learn more.
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A Computer Weekly buyer's guide to digital customer experience
By: TechTarget ComputerWeekly.com
Type: eGuide
The pandemic has brought on changes to how organisations and their customers interact. In this 15-page buyer's guide, Computer Weekly looks at why firms need to adapt, what customer and employee experience has in common and what companies are doing to update the digital customer experience.
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Why should you migrate your contact center to the cloud?
By: Cyara
Type: eBook
The recent push for cloud migration has a lot of customer service leaders questioning what it means for their contact centers and other legacy systems. However, if you’re not keeping up with these migration trends, you’re falling behind. Browse this guide to learn more.
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Business Analytics: how AI is augmenting analysis, and bolstering data literacy shortfalls
By: TechTarget ComputerWeekly.com
Type: eGuide
Artificial Intelligence and human analysis have been coming together in recent years. Whether using packaged BI and data preparation tools, or languages like Python and R, business analysts and data scientists and engineers alike have been exploring the use of machine learning algorithms to augment their data analyses. Read more in this e-guide.
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Marketing software moves closer to centre of the CIO's vision
By: TechTarget ComputerWeekly.com
Type: eGuide
In this e-guide: Software for marketing, from content marketing through customer experience management to marketing automation, and the rest, has not been as central to the vision of CIOs as ERP and the full panoply of IT infrastructure: storage, security, networking, data centres, and all of the above delivered by way of the cloud.
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MicroScope – December 2019: Time for change
By: MicroScope
Type: Ezine
In this issue, we ask experts how they're approaching digital transformation to meet customers demand, and we look at whether the actions of the user should reflect on the accountability of the cloud provider
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Application Performance Management: Improving service availability
By: TechTarget ComputerWeekly.com
Type: eGuide
If it can't be measured, it can't be managed. Telemetry on applications and IT infrastructure are key to keeping applications running optimally and reducing unplanned downtime. Beyond using telemetry data to respond to abnormal events, historical data analysis can reveal more systemic issues. In this e-guide we look at trends in APM.
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Customer expectations are changing: What to do about it
By: ServiceNow
Type: eBook
For companies to be successful, they must achieve the delicate balance of finding ways to reduce costs while still delivering seamless customer experiences that stand out versus the competition. Today, focusing solely on customer engagement is not enough. Customers also want easy problem-solving with minimal effort. Read on to see how to offer it.
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How to assure successful contact center migrations
By: Cyara
Type: Product Overview
Today’s organizations are for looking ways to transform their contact centers into flexible, scalable, and more cost-effective cloud-based operations. However, this migration can be daunting for many contact center leaders. So, how can they best adjust? Browse this white paper to learn more.
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Contact center leader’s guide to mastering WFH
By: Hinduja Global Solutions
Type: eBook
With 80% of today’s contact center agents reporting that they work from home, it’s clear to see just how much of the landscape has transformed. However, many still face the same challenges. So, how can businesses best overcome these hurdles while still meeting hybrid and remote expectations? Browse this guide to learn more.
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The Central Role of CX Modernization in Enabling Business Agility
By: AWS & Accenture
Type: ESG Infographic
Hear ESG analysts’ perspective on CX in this ESG infographic, wherein they highlight the top 3 barriers preventing companies from improving CX, how to strategically allocate budget for CX tech investments, and more.
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Contact center leader’s guide to improving CX journeys
By: Cyara
Type: Product Overview
To keep up with modern standards for customer experiences, it has become critical for organizations to be able to connect with their consumers on all channels available. However, these must be continuously tested and monitored to ensure that they’re meeting those expectations. Browse this white paper to learn more.
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Customer service technologies emerge bloodied but unbowed from Covid-19 pandemic
By: TechTarget ComputerWeekly.com
Type: eBook
The pandemic caused many businesses to reassess their approach to customer experience. Customers were changing their behaviour, their channels, their brands and suppliers and organisations had to adapt. Download this exclusive e-guide and read more about the transformative impact of the pandemic on customer service and experience.
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Automated chatbot testing: Is it worth it?
By: Cyara
Type: Product Overview
As organizations continue to integrate chatbots and other AI tools into their contact centers, it’s critical to ensure that they’re working efficiently and effectively 24/7. However, keeping up with these solutions at all hours of the day isn’t easy. That’s where automated testing and monitoring comes in. Browse this guide to learn more.
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Telephony migration: Top considerations for CX success
By: Cyara
Type: White Paper
When planning your migration to a new CX platform, you expect to be able to deliver better customer journeys through your new solutions and services. However, major migrations can be daunting and can increase risk throughout your organization. Browse this white paper to learn the top approaches for success.
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The roadmap customer satisfaction starts with identity
By: Ping Identity Corporation
Type: eBook
Is your organization successfully and consistently providing customers with the experiences they want? Customer identity and access management (CIAM) can give you and your team the tools to deliver engaging experiences, reduce risk, and attract and retain customers, allowing you to outpace the competition. Read on to learn more.
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Computer Weekly – 12 May 2020: Will the NHS's Covid-19 contact-tracing app work?
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly, we get the expert reaction to find out if the NHS contact-tracing app will work. Staying close to clients is crucial through lockdown – we look at the importance of customer experience management. And one CIO explains how he implemented a digital transformation plan in two weeks. Read the issue now.
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A Guide to BYOD-enabled Conference Rooms
By: Shure Inc
Type: White Paper
Hybrid work remains standard, challenging businesses to ensure their conferencing technology fosters collaboration and smooth experiences. To do so, many businesses are adopting a bring-your-own-device (BYOD) model for their conference rooms. Browse this white paper to access a shopping list for creating a BYOD conference room for your company.
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Your customer experience can boost revenue for your company
By: Teleperformance
Type: eBook
In a world where customer experience means everything, organizations must have the capabilities to meet modern standards for contact center service. So, what strategies, tools, and technologies can you leverage to ensure better, more effective CX? Browse this guide to learn more.
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CX leader’s guide for overcoming 5 issues in contact centers
By: Enghouse Interactive
Type: eBook
With 81% of today’s customers reporting that they expect faster service in contact centers due to advances in technology, it has become critical for organizations to live up to these new standards in order to keep consumers satisfied. However, meeting these expectations is easier said than done. Browse this guide to learn more.
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Computer Weekly – 27 February 2024: Microsoft's 'unfair' cloud licensing under scrutiny
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly, we examine claims that Microsoft's licensing policies are damaging competition in the cloud. Our latest buyer's guide asks if hybrid cloud is now CIOs' end goal, and not just an interim step on the journey. And we look at how the focus on customer experience is impacting the unified comms market. Read the issue now.
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Make your customer experience your top competitive asset
By: InflowCX
Type: Webcast
With so much competition in almost every industry, the customer experience has become the key differentiator for customers. This means that businesses must ensure that their CX strategy and processes are built to enhance the overall experience. Without the right platform, this can be a challenging task. Watch this webcast to learn more about it.
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How you can keep up with the customer experience evolution
By: ServiceNow
Type: White Paper
The customer experience has changed significantly in recent years due to digital disruption. This ongoing change puts more pressure on customer service leaders than ever before to ensure that customer engagement stays high while costs are kept down. Read on to learn how your organization can navigate these challenges and continue to grow.
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The 3 greatest imperatives for CX enhancement in 2024
By: ServiceNow
Type: eBook
One frustrating experience can be all it takes to lose a customer—yet one delightful experience can spark the beginning of a lifetime of loyalty. in this e-book, discover the 3 greatest imperatives influencing organizations’ current approach to improving CX in 2024 and beyond.
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CX & retail: Modernizing strategies for customer loyalty
By: Webex by Cisco
Type: eBook
When 75% of consumers report that they prefer to use messaging channels for customer service over other alternatives, it’s critical for companies to prioritize conversational messaging to improve their customer engagement. However, it can be tough knowing where to begin. Dig into this guide to learn more.
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Plow & Hearth's CX success with Five9
By: InflowCX
Type: Case Study
Plow & Hearth, the home furnishing company, wanted to continue the legacy of their olden-time customer experience strategy in today’s cloud-based world. The company turned to InflowCX and Five9 for their CX and contact center needs. Access the case study to learn how Plow & Hearth was able to continue providing the CX they always valued.
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How AI is changing CX: Keys for meeting new expectations
By: Broadvoice
Type: White Paper
Today, customers and employees expect more when it comes to experiences. To meet these new standards, 57% of leaders report that they plan to increase their AI investments by at least 25% to improve the customer service journey for all. But how effective is AI, really? Browse this white paper to learn more.
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Chatbots & virtual agents: CX leader’s guide to AI
By: InflowCX
Type: Blog
As companies continue to consider implementing chatbots and virtual agents into their customer experience (CX) operations, many have realized just how many variations of AI tools are available, making it hard to know which ones are best for your needs. Browse this article to learn more.
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How advanced data analytics is changing the game for insurers
By: SAS
Type: Research Content
This research content illustrates how advanced data analytics and digital transformation are changing the game for insurers. Inside, you’ll discover how you can leverage the full power of CX and learn about the potential of automation in insurance. Download the full report now to find out how the insurance landscape is evolving in the age of CX.
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Contact leader’s 6-step guide to ensuring good CX
By: InflowCX
Type: Blog
Creating positive, lasting experiences for your customers matter, and in order to keep up with the changing world of customer service, it’s crucial that your contact centers have the best tools to do so. So, how can this best be done? Browse this article to learn more.
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High-quality data for AI: 7-step roadmap
By: Hinduja Global Solutions
Type: White Paper
Data powers AI and predictive analytics, which power better decision-making. So, before organizations can level up their decision-making capabilities, they first have to ensure that their data is high quality. In this 12-page white paper, unlock a 7-seven roadmap for accomplishing that goal.
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Leveraging CX Research to Inform Your Personalization Efforts
By: Enterprise Strategy Group
Type: Webcast
While many may not spend much time thinking about the impact they have personally on customer experience, the impact is very real. In this webinar, discover what’s essential to understand about people’s wants and needs from the latest CX research.
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CX leader’s guide for meeting customers’ expectations
By: Teleperformance
Type: White Paper
The digital transformation has provided today’s customers with more channels and options for communication than ever. However, this has also set consumer standards higher for what they expect when it comes to customer experiences. So, how can organizations best keep up? Browse this report to learn more.
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CX leader’s guide for leveraging feedback to enhance service
By: Cyara
Type: Product Overview
In a world where customer experience (CX) means everything, it’s no longer enough for organizations to hope that what they’re doing is working. Companies need feedback to transform, but getting that feedback is easier said than done. Browse this white paper to learn more.
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CX & contact center tools for the public sector
By: InflowCX
Type: Webcast
As public sectors continue to figure out ways that they can leverage new technology to improve their functionality, many are working to enhance CX strategies in hopes of taking their contact centers to the next level. But with so many tools available, how can you know which are best for your needs? Tune into this webinar to learn more.
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Your key to revamping your testing operations
By: Qualitest Group
Type: Case Study
When this global communications and automotive organization began to struggle with scattered management of test cases and a lack of detailed templates, they sought out a way that they could revamp their automation solutions to decrease replication and other operational errors. Dig into this case study to learn more.
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A Computer Weekly Buyer's Guide to Customer Experience
By: TechTarget ComputerWeekly.com
Type: eBook
Discover how to craft data-first CRM strategies and get tips about coordinating data sources for effective CRM, 5 ways to reduce risks for Salesforce deployments, and the pros and cons of current CRM software offerings.
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Contact centers & speech analytics: How to raise NPS scores
By: Hinduja Global Solutions
Type: Blog
For many customer service teams, the contact center is considered the ultimate CX hub and a key indicator of an organization’s performance. So, when NPS scores mean everything, how can companies and their contact centers enhance their CX operations and elevate their scores? Browse this article to learn more.
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How to navigate this year’s contact center, AI, & outsourcing trends
By: InflowCX
Type: Blog
Review this InflowCX blog post, which forecasts CX trends for this year related to contact center, AI, optimization through point solutions, and the role of outsourcing in the contact center. Don’t risk missing out on the key takeaways and action points supplied with each trend in the post.
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UCaaS vs. CCaaS vs. CPaaS: What's the difference?
By: TechTarget ComputerWeekly.com
Type: eGuide
It can be difficult to make sense of popular cloud communications service models. Compare UCaaS vs. CCaaS vs. CPaaS to understand their differences and how they can be used together.
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5 customer experience revelations for the GenAI era
By: ServiceNow
Type: eBook
Discover in this e-book 5 revelations about today’s customer service experience that CX leaders need to prepare for in the GenAI era.
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Improve digital banking journeys with better CX and security
By: Teleperformance
Type: eBook
With it being predicted that the number of digital banking users is expected to exceed $3.6 billion by the end of 2024, it has become critical for companies to leverage all possible tools to enhance customer experience and security. But how can this best be done? Access this guide to learn more.
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How to deliver seamless customer experiences without increasing cost
By: ServiceNow
Type: Video
Find out you can deliver seamless customer experiences while reducing costs in this short video, where ServiceNow walks you through a day in the life of a member of a successful CX team.
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What you need to know about the CX landscape in the AI era
By: ServiceNow
Type: Blog
Consistently delivering a top-notch customer experience across all touch points in your organization is extremely tough. There are challenges to overcome like increased customer expectations and the pressure to reduce costs. To manage this, businesses are turning to automation and AI to optimize the workforce. Read on to learn more about it.