The Pathway To Contact Center Modernization
By: DXC View more from DXC >>
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The total economic impact of customer service management platforms
By: ServiceNow
Type: Analyst Report
Today, organizations are always looking for solutions that can help them improve employee and customer satisfaction while also retaining business and realizing new opportunities.
However, when searching for systems, many struggle to understand the benefits, costs, and risks, as well as the financial impact of the investment.
This Forrester report can help you examine the potential ROI of deploying a modern and scalable customer service management platform, as well as the best ways you can enhance efficiency to drive metrics.
Access the report to learn more.
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How a global toy brand cut costs in half with Freshdesk
By: Freshworks
Type: Case Study
With a rich legacy of over 250 years, Hamleys prides itself as the finest toy shop brand in the world and one of London’s most prominent tourist attractions.
Along with this reputation comes the burden of upholding it, and effective customer service is one step in the right direction.
Discover how a migration to Freshdesk was the remedy Hamleys needed to scale up their service operations while saving along the way.
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Retail self-service: How to invite customers to engage
By: Diebold Nixdorf
Type: Product Overview
Today, retail checkout processes have been taken over by self-service stations. However, for smaller stores, it can be difficult to find solutions that can make transactions easy enough to attract and engage their customers.
So, how can this best be achieved? The DN Series Easy eXpress Max may be able to help.
Access this white paper to find out how.
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Should CX teams be implementing video for customer acquisition and support?
By: Teleperformance
Type: eBook
Today, 25% of organizations report that they’ve adopted video chat and video kiosks as channels to improve their customer service efforts. However, some aren’t so sure about the technology and are hesitant to implement it. Browse this guide to learn more.
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Improve customer service efficiency and reduce costs: Samsung’s transformation story
By: Teleperformance
Type: Case Study
When Samsung Electronics realized that they needed to revamp their customer service operations to enable easier access to support, they sought out a partner that could help them better manage their customer interactions and transform their processes to keep up with new standards. Dig into this case study to learn more.
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Top Channels Travelers Use to Connect with Airlines: Insights for Executives
By: Teleperformance
Type: Research Content
With 69% of today’s customers who have contacted the same airline before and after the pandemic reporting that their interactions are now different, it has become critical for airline companies and other travel organizations to enhance their support efforts. However, doing so is easier said than done. Browse this guide to learn more.
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Improve your customer service: 8 best practices & more
By: Teleperformance
Type: White Paper
Today, 88% of consumers have higher customer service expectations than in past years. This means that it has become critical to ensure efficient, personalized, and memorable customer experiences (CX) to meet new standards and increase loyalty. So, what exactly do customers want? Dig into this guide to learn more.
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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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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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Avon calling: what happens when lockdown eliminates your business model?
By: TechTarget ComputerWeekly.com
Type: eGuide
In this week's Computer Weekly, global beauty brand Avon explains how it coped with a lockdown dilemma – a door-to-door sales model when its reps couldn't leave home. Our buyer's guide examines the use of artificial intelligence in IT security. And we analyse the government's decision to strip Huawei from the UK's 5G network. Read the issue now.
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How a perfume retailer overcame phone-system issues
By: Sangoma Technologies
Type: Case Study
To meet the demands of their consumers, The Fragrance Shop, a perfume and beauty retailer, set out to evolve their phone system. Dig into this case study to follow The Fragrance Shop’s journey to the sweet smell of success.
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Computer Weekly – 12 June 2018: How National Geographic uses tech to captivate its audience
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly, we find out how the world-famous National Geographic magazine is adapting to the digital age and using technology to better engage its audience. We ask what Microsoft's $7.6bn acquisition of GitHub means for the open source community. And our latest buyer's guide looks at developer tools. Read the issue now.
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New tech on the block: Planning for blockchain in the retail and consumer packaged goods industries
By: TechTarget ComputerWeekly.com
Type: Essential Guide
This research from Deloitte identifies the areas with the biggest immediate opportunity for retail and consumer packaged goods (CPG) businesses looking to invest in blockchain technology.
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Computer Weekly – 20 February 2018: The enterprise opportunities for smart speakers
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly as voice-activated smart speakers grow in popularity, we examine how IT teams can use the technology in enterprise applications. Our latest buyer's guide looks at the latest developments in CRM. And UK tech sector leaders tell Parliament why they are so worried about Brexit. Read the issue now.
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Computer Weekly buyer's guide to customer insight
By: TechTarget ComputerWeekly.com
Type: eBook
In this 14-page buyer's guide, Computer Weekly looks at how firms adapt to new behaviors, as well as utilize deep learning to gain better insights and use intelligent analytics apps to enhance interactions.
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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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Third-party marketing automation vs. native CRM tools
By: TechTarget ComputerWeekly.com
Type: eGuide
Though many CRM platforms offer native marketing automation tools, many organisations find it beneficial to use a third-party application, such as Eloqua or Marketo. Read more in this e-guide.
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Real-time analytics possible fuel for post Covid pandemic growth
By: TechTarget ComputerWeekly.com
Type: eGuide
Real-time analytics promises the last word in business agility. There is obvious business value in being able to react immediately to changing patterns in customer behaviour or to prevent problems ahead of time, to give but two examples. And becoming more real-time could be an element in accelerating economic growth beyond the pandemic.
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A Computer Weekly e-Guide to CRM
By: TechTarget ComputerWeekly.com
Type: eGuide
We take a look at the fundamental do's and don'ts of Customer Relationship Management. Including examples of how companies are utilizing it to their advantage and how to avoid making mistakes in the world of building bridges with your customers.
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2020 Media Consumption Series Infographic Pack
By: TechTarget ComputerWeekly.com
Type: eGuide
Here they are, the final results of our 2020 Media Consumption Series all packaged together. We take a dive in to the who, what, why, where, when, and how the IT sector consumes all forms of digital media and more. Answering questions such as why sales reps with data driven intent get the best response rates and what subject lines get the open?
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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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Digital experience focus broadens to encompass employees
By: TechTarget ComputerWeekly.com
Type: eGuide
This e-guide to employee experience includes a podcast discussion about the evolution of employee experience management. Also, we explore how advanced companies are responding to skills shortages and millennial employee attitudes by listening harder to their workforces.
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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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Infographic: Content marketing strategy in a post-pandemic era - Engaging IT buyers
By: TechTarget ComputerWeekly.com
Type: Infographic
When the pandemic hit and live events had to end organisations needed to rethink their marketing mix and move to a digital space. In this infographic, we share a few tips and tricks for developing engaging content in a post-pandemic era.
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Computer Weekly – 10 October 2023: Teeing up tech at the Ryder Cup
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly, we go behind the scenes at golf's Ryder Cup to see the tech firsts introduced to improve the fan experience. UK tech leaders explain why they feel 'betrayed' by the government's net-zero policy changes. Read the issue now.
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Avon calling: what happens when lockdown eliminates your business model?
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly, global beauty brand Avon explains how it coped with a lockdown dilemma – a door-to-door sales model when its reps couldn't leave home. Our buyer's guide examines the use of artificial intelligence in IT security. And we analyse the government's decision to strip Huawei from the UK's 5G network. Read the issue now.
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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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Computer Weekly – 29 September 2020: How supply chain management is changing after Covid-19
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly, we examine the profound changes in supply chain management as a result of the global pandemic. We find out how digital experience platforms can help deliver an omni-channel web presence. And we look at the role of technology in cracking down on international money laundering. Read the issue now.
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Computer Weekly - 26 July 2022: Inside Russia's Ukraine information operations
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly, we get the inside track on Russia's disinformation operations attempting to spread propaganda and cyber threats about the invasion of Ukraine. Our new buyer's guide looks at customer and employee experience management. And we assess 10 top Kubernetes backup suppliers. Read the issue now.
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Computer Weekly - 9 August 2022: Eurotunnel's digital journey for the realities of post-Covid travel
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly, the travel industry was devastated by the pandemic, but we find out how Eurotunnel is turning to digital to better engage customers in the post-Covid world. We examine the impact of the economic slowdown on the tech giants. And we explain all you need to know about data gravity. Read the issue now.
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Computer Weekly - 11 January 2022: How Pepsi is taking digital to the max
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly, we talk to PepsiCo's digital director about delivering innovation in customer experience. Our first buyer's guide of 2022 examines hybrid cloud storage. And we find out how Arkwright and Granville from the BBC sitcom Open All Hours are inspiring retailers 40 years on. Read the issue now.
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Computer Weekly – 5 October 2021: The most influential women in UK technology
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly, we reveal the 50 women chosen as the most influential in UK technology for 2021, and talk to the 10th winner of our annual list – Poppy Gustafsson, CEO of Darktrace. Also, our latest buyer's guide looks at digital customer experience technologies. Read the issue now.
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Infographic: 5 differences between call centers and contact centers
By: TechTarget ComputerWeekly.com
Type: eBook
Call centers and contact centers provide customer service in different ways. Decision-makers should understand which option best fits their organization's needs to optimize CX. Download our exclusive infographic to find out what is the difference between call center vs contact center.
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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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Infographic: Top 10 ways to improve Customer Experience
By: TechTarget ComputerWeekly.com
Type: eGuide
As customer expectations increase, so does the need for excellent customer service and customer experience. There are many methods to improve CX - some complex and costly, others relatively simple and inexpensive. But how do you know what's right for you, and where do you start? Here are 10 initiatives you can use to improve customer experience.
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Infographic: 2019 Europe IT Priorities - Business Applications
By: TechTarget ComputerWeekly.com
Type: eGuide
In this infographic, we take a look at what the most popular business applications being deployed, the most popular deployment models and the most popular applications being deployed in SaaS mode. Survey results taken from the 2019 IT Priorities survey carried out by ComputerWeekly.com, ComputerWeekly.de and LeMagIT.fr.
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Digital Experience platforms intensify customer engagement programmes
By: TechTarget ComputerWeekly.com
Type: eBook
Digital Experience Management platforms are developing and becoming more sophisticated as companies seek to intensify relationships with customers in order to gain competitive advantage against their peers. Improving customer experience will only become evermore important as companies endeavor to navigate an increasingly turbulent economy.
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A Computer Weekly buyer's guide to customer and employee experience management
By: TechTarget ComputerWeekly.com
Type: eBook
Businesses are facing new challenges to meet the expectations of customers and employees. In this 14-page buyer's guide, Computer Weekly looks at the benefits of the experience economy, the customer service implications of always-on mobile users and how digital platforms can engage customers across all channels.
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The last mile to the individual customer: Sales and marketing software trends
By: TechTarget ComputerWeekly.com
Type: eGuide
From this e-guide you will learn about such developments in sales and marketing enterprise software in 2018, with a view to 2019 – from Computer Weekly and from our specialist US TechTarget site SearchCRM.
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Geospatial intelligence on the move
By: TechTarget ComputerWeekly.com
Type: Essential Guide
By having access to a centralised geographic information system (GIS), valuable context can be added to an organisation's existing data assets which can be accessed by any mobile worker, including the field force.
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Focus: ERP in the cloud
By: TechTarget ComputerWeekly.com
Type: eGuide
In this guide we reflect on 50 years of business software followed by a look to the future as we explore the evolution from on-premise to cloud systems; analysing Oracle's claim for Infrastructure as a Service (IaaS) business to the proliferation of cloud integrations.
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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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CRM Evolves Towards Digital Customer Engagement
By: TechTarget ComputerWeekly.com
Type: eGuide
This e-guide focuses on how customer relationship management has evolved towards engaging with customers through every channel, with digital to the fore.
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Customer experience maps vs. customer journey maps
By: TechTarget ComputerWeekly.com
Type: eGuide
Customer experience management is a set of processes a company uses to track interactions between a customer and the organization across every touchpoint. In this infographic, learn about the main differences between customer experience maps and customer journey maps, and why they are key factors in the operation of CXM software.
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Comparing CRM to CX
By: TechTarget ComputerWeekly.com
Type: Infographic
CXM and CRM systems help organizations boost customer satisfaction, but CXM focuses on how customers perceive a brand, while CRM helps employees understand their customers. In this article, we compare these platforms to help you decide which one is best for your business.
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Generate a 3x boost in offer responses with Unica Interact
By: HCL Software
Type: Case Study
In this case study, discover why, in order to drive conversion and enhance the customer experience, BMO trusts Unica Interact to help deliver tailored, relevant, and compelling offers through each of the bank’s channels.
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The secrets to personalization in GenAI marketing
By: HCL Software
Type: eBook
In this deep-diving e-book, discover the secrets to making sense of fragmented martech jungle… and how to keep personalization and precision alive in the age of generative AI.
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CRM software: Which solution is right for your business?
By: Be-Terna
Type: White Paper
This CRM software buyer’s guide is designed to help you cut through the noise and consider key factors that will help you get the most out of your CRM solution. Download the white paper now to learn how you can make a well-informed decision that aligns with your business needs and goals.
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E-book: Building a winning CX strategy
By: SAS
Type: eBook
To enhance CX, brands must leverage new technologies like AI to predict consumer needs while becoming increasingly transparent regarding data privacy. It’s also crucial to coordinate across departments to enable the consistent and relevant experience that consumers crave. Access this e-book now to learn how you can assess your CX maturity.
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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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Selecting a CRM: Top 10 things to know
By: Be-Terna
Type: Blog
As organizations continue to focus more on customer-centric strategies, many have started to adopt CRM software in order to meet these new goals and expectations. However, with so many solutions on the market, it can be hard to know which one is best for your company’s needs. Browse this article to learn more.
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Defend against smishing in 3 steps
By: Cofense
Type: Blog
You’ve likely heard of phishing scams, but are you aware of smishing? To unlock an introduction to the cyberthreat, and to discover 3 actionable steps for defending against it, review this blog.
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3 Steps to authentic connections in B2B
By: BrightTALK by TechTarget
Type: BrightTALK
In today’s B2B marketplace, buyers no longer fall prey to one-size-fits-all marketing campaigns and pushy sales calls. Authenticity is key—and webinars and videos are key to achieving the human touch. They're also consistently ranked as the top performing content marketing tactics. Explore the 3 steps to authentic connections in B2B here.
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Pre-webinar checklist: 10 key considerations
By: BrightTALK by TechTarget
Type: BrightTALK
From doctors to airline pilots, checklists are crucial to success for even the most skilled professionals. By following these simple best practices you can create a smooth webinar experience that will improve your program success. Download your copy of the “Pre-Webinar Checklist,” to get started.
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Scaling B2B Demand for Authentic Connections
By: BrightTALK by TechTarget
Type: BrightTALK
In this eBook, learn how to effectively reach and convert targets at scale. Download your copy to explore new perspectives and methodologies on how to balance the crucial and competing needs for scale and depth of connections with your audience.
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Mapping B2B content at every stage of the funnel
By: BrightTALK by TechTarget
Type: BrightTALK
In this eBook, explore the new B2B sales funnel and learn how you can build a content library to meet your buyer’s needs. Download now to learn more.
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Create connections with buyers through episodic content
By: BrightTALK by TechTarget
Type: eBook
It’s clear that consumers today crave video - and lots of it. But you may be wondering, how does that translate to the B2B buyer landscape? Access this e-book to learn how episodic content can ignite any demand generation or ABM strategy for long-term results & discover tips for ensuring your webinar series is a success.