Overview of an edge-to-cloud platform
By: Hewlett Packard Enterprise View more from Hewlett Packard Enterprise >>
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Improve customer experience with good customer data
By: Microsoft
Type: eGuide
Getting solid data involves a two-way exchange: customers need to be willing to offer their information to get personal service and marketers need to act effectively with that data to justify relinquishing consumer information.
The key to encouraging customers to share their data is to generate loyalty and improve customer experience.
In this e-guide, learn how you can build customer loyalty and improve customer experiences via quality and effective customer data collection and analysis. As a bonus, gain access to how companies like 7-Eleven, Walgreens, and Mazda are improving customer journeys by enabling mobile loyalty programs.
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Computer Weekly buyer's guide to customer insight
By: TechTarget ComputerWeekly.com
Type: eBook
Better understanding of the customer is vital for businesses.
In this 14-page buyer’s guide, Computer Weekly discusses:
- Putting the customer first and reaping the rewards
- How machines delve deep into the customers minds
- Using AI add insight for clever customer service
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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 both 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 your organization, and where should you start? Here are 10 initiatives organizations can use to improve the customer experience.
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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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Customer engagement: The value of omnichannel retail strategy
By: 8x8
Type: White Paper
According to Salesforce research, 76% of customers expect consistently great service across different departments and channels. Read on to learn how Communication APIs can enable your organization to better manage customer conversations and streamline your engagement strategy to achieve a consistent customer experience.
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Call center leader’s 5-step guide for performance management success
By: Broadvoice
Type: Blog
In today’s world of sharing, customer experiences have never been more important. 72% of customers share their good experiences with others, and 13% of customers tell at least 15 people if they have a negative experience with a company. So, how can you ensure positive customer service every time? Access this article to learn more.
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Reduce costs while delivering seamless customer service
By: ServiceNow
Type: Landing Page
Today’s customers want fast, seamless, and convenient service. However, achieving an enhanced experience requires automated and streamlined processes that can effectively solve customer issues. So, how can you meet these expectations while also decreasing your cost to serve? Dig into these resources to learn more.
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Call Masking for Delivery-Fleet-and-Customer Communication
By: 8x8
Type: Product Overview
A lack of visibility between your delivery fleet and customers can negatively impact the success of your deliveries, your CX, and your brand. Call masking provides access to call logs and reports for better insights into your CX while growing user trust by keeping their phone numbers and personal identities secure. Read on to learn more.
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Customer operations: 51-page ultimate guide
By: ServiceNow
Type: eBook
Customers want answers to their issues and requests yesterday. So, how can you empower your teams to deliver proactive service? Check out “Customer Operations for Dummies, 2nd ServiceNow Special Edition,” your guide for fueling seamless customer experiences.
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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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How to build user trust with call masking
By: 8x8
Type: Product Overview
Call masking protects your customer’s identity by replacing their real number with a virtual one, enabling secure and anonymous communication between drivers and customers. Read on to learn how your organization can exceed your customers’ expectations on privacy and security, and increase the likelihood of them repeating transactions.
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Stop, collaborate and listen to improve customer service
By: InflowCX
Type: Blog
There has always been high turnover in customer service jobs, and one unfortunate reason is that workers simply don’t have the right collaboration tools to resolve customer issues. According to Forbes, businesses are losing $62 billion per year because of poor customer service. Read on to learn about a platform that ends that cycle.
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CX Has Jumped to the Top of Management Agendas
By: 8x8
Type: Infographic
Do you want to reach your customer experience KPIs faster? Enabling an omnichannel customer experience may be the key to increase customer loyalty and lifetime value. Tap into this infographic to learn how you can take your CX to the next level with a unified communications platform that allows you to deliver seamless, personalized experiences.
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Customer data platform: Harmonize your customer data
By: Teradata
Type: eBook
It’s critical to create a meaningful customer experience on the first go around. However, siloed data makes that difficult to do. So how can you take control of your disparate data sources to strengthen CX? Read this e-book to understand how you can deliver a seamless and personalized CX by enabling a unified view of the entire customer journey.
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First call resolution: 5-step guide for ensuring effective CX
By: Broadvoice
Type: Blog
When 71% of today’s customers report that they believe that a quick response from a customer service team drastically improves their experience, it has become critical for organizations to revamp their contact center efforts to prioritize speed, quality, and efficiency. Dig into this article to learn how this can best be done.
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Solving the Contact Center Labor Shortage: How Outsourcing Can Help Improve CX
By: InflowCX
Type: Blog
In the tech sector, labor shortages are plaguing many organizations. Whether it’s cybersecurity or other roles, the battle for talent is real. However, what is not looked at is the labor shortage in the contact center. Why is this critical? This team directly impacts your customer experience, and ultimately, future sales. Read on to learn more.
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Leverage security mandates to create better user experiences
By: Okta
Type: Webcast
For financial services providers, customer experience and customer trust are essential. In this webcast, experts from okta are joined by Forrester Principal Analyst, Alyson Clarke, and MassMutual BISO, Chris Rich to discuss the importance of establishing customer trust and how you can drive customer growth through identity. Watch now 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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How the right technology empowers better B2B customer experiences
By: Adobe and Microsoft
Type: eBook
In this e-book, learn how a modern digital ecosystem can help you improve visibility, scale, and reach—so you can connect more meaningfully with commercial customers, and give them experiences that keep them coming back to you.
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How IT can boost employee and customer experience initiatives
By: ServiceNow
Type: eBook
Discover in this e-book how your IT team can help your organization deliver a cohesive and accelerated customer experience.
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Top 5 IT imperatives for supporting EX and CX
By: ServiceNow and Konversational
Type: eBook
With the right tools, you can improve employee productivity with automation and increase customer satisfaction with reliable services. Discover in this eBook how your IT team can help your organization deliver a cohesive and accelerated customer and employee experience.
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The state of voice-powered customer service
By: 8x8
Type: White Paper
90% of consumers expect a response time of less than 10 minutes for customer service questions. How can your business meet the demand to improve customer service and satisfaction? Read on to learn how app-to-app calling can help you deliver the service your customers desire while improving cost efficiency and strengthening security measures.
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Omnichannel engagement: The secret to achieving customer satisfaction
By: 8x8
Type: eBook
When your customers are satisfied with your products or services, it leads to soaring KPIs, and better and more integrated customer experiences. But how do you build a business case to make this happen at your organization? It’s not as difficult as you would think. Read on to learn more about building a business case for omnichannel.
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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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Design a winning omnichannel strategy with this tool
By: 8x8
Type: eBook
Just because customers aren’t dealing directly with a single sales agent anymore, doesn’t mean they don’t crave personalized, human-centric engagement. The million-dollar question is, with so many channels available, which should you be using? In this e-book, explore 4 different channels and their advantages in customer satisfaction.
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6 success stories: How cloud communications can help you win
By: RingCentral
Type: Case Study
This case study explores how 6 companies used RingCentral's cloud communications solutions to improve customer service, boost agent productivity, and enhance collaboration across distributed teams. Learn how RingCentral can transform your customer experience.
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6 customer service channels you need to support
By: Oracle Corporation
Type: eGuide
Where should you allocate resources to most effectively engage with current and potential customers? In this expert e-guide, Scott Sachs of SJS Solutions weighs the pros and cons of the 6 main customer service channels: Chat/video chat, phone, email, social media, customer self-service, and mobile.
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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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Extending passwordless security to customers
By: Ping Identity Corporation
Type: Product Overview
Passwordless security is seen as a secure means of attaining to enterprise identity management. PingOne for Customers Passwordless is designed to solve the challenges of delivering passwordless experiences to customers by combining a cross-section of technologies. Read on to learn more.
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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. This report provides a complete breakdown of the current state of customer experience, looking at the key trends defining the modern customer’s demands. Read on to learn more.
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How you can improve call center productivity in the AI era
By: Broadvoice
Type: Blog
When it comes to call center agents, the threat of AI coming for their jobs has been widely discussed and published in articles all over. However, AI should not be considered a replacement. It’s a tool to empower your agents to resolve cases faster, make better informed decisions, and ultimately, make your customers happier. Read on to learn more.
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Account-based marketing: Why ABM should matter to you
By: TechTarget
Type: Webcast
Ask any CEO what they want, and they’ll likely tell you it’s more customers. That is easier said than done—or is it? With so many tactics to create new opportunities, the time to act is now. Watch this webcast to learn how account-based marketing (ABM) keeps customers engaged and spending with you.
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Pros and cons of major CRM providers
By: TechTarget ComputerWeekly.com
Type: Ezine
In this issue of Computer Weekly, as the UK votes for a new government, examine the digital policies in the manifestos of the Conservative, Labour and Liberal Democrat parties, and hear what IT trade body TechUK would like to see for the tech sector from the next administration. Read the issue now.
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Why EX is the key to improving your CX
By: RingCentral
Type: White Paper
Discover how to improve customer experience by elevating employee experience. Unify communications and contact center solutions to boost productivity, enhance the customer journey, and achieve business goals. Read the full e-book to learn more.
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US Retailer sees 6% customer satisfaction improvement and attrition drop with Teleperformance
By: Teleperformance
Type: Case Study
Maurices’ customer satisfaction score (C-SAT) for a prior 14-month period fell short of their 25-point goal. Download this case study e-book to discover the outcomes associated to Teleperformance’s action plan for Maurices, wherein the C-SAT review processes were updated, and Training Arcade rolled out to gamify agent learning.
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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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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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The 15 call center metrics you should be tracking right now
By: Broadvoice
Type: Blog
It’s a fact that the customer experience directly affects your bottom line. Recent research shows that organizations with a high performing call center and excellent customer service earn more revenue and profit than those that don’t. But how do you know how well your call center is performing? Read on to learn what you should be checking for.
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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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AI Academy guidebook: Put AI to work in customer service
By: IBM
Type: eBook
Find out why AI is essential in transforming customer service. In this guidebook you'll learn what AI can do to delight your customers and increase efficiencies in your contact centers, as well as the steps you need to take for your organization to succeed in this transformative journey.
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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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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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7 trends shaping the future of digital customer service
By: 8x8
Type: Infographic
Did you know just 1 in 5 people rate their digital experience of large multinational organizations as excellent? Tap into this infographic to learn how you can more effectively manage customer touchpoints across all of your business channels, including 7 trends that are shaping the future of digital customer service.
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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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Embracing Your Customer's Uniqueness to Win
By: TechTarget
Type: Webcast
Tune in to this TechTarget webinar for a close look at how to attract more new buyers and bind existing customers through a focus on customer centricity that goes far beyond modeled personas.
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Stories from the Field on Intent Data Implementation
By: TechTarget
Type: BrightTALK Webinar
When leveraging intent data in marketing and sales strategies, how can you set your organization up for success? Discover tips and secrets for doing so in this webinar, which features four Customer Success leaders from TechTarget.
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Sanofi’s MDM Journey: Rapidly Enabling a Global Customer 360 Solution (Replay)
By: Semarchy
Type: Webcast
In this webinar, Sanofi’s Head of Customer MDM will share its journey to achieving a Customer 360 solution through MDM and data engineering. Tune in to learn how, in just 2 years, Sanofi was able to increase ROI, simplify data management and governance, reduce risks, streamline operations, and lower TCO.
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The future of customer engagement through digital communication
By: 8x8
Type: eBook
Digital is the present and future of customer engagement, with well-developed integrated communications platforms a must-have for modern enterprises. Access this report to learn how GlobalData puts together a comprehensive guide to how modern businesses are redefining their customer engagement by using digital communications and APIs.
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Retain customers by implementing communication platforms for better CX
By: 8x8
Type: White Paper
76% of customers want great end-to-end service, even across different channels. How can you address customer pain points and deliver experiences that differentiate your business? Read on to learn why delivering real-time, consistent and personalized omnichannel experiences is key for future-proofing your customer engagement strategy.
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Build Powerful Connections with Voice Solutions
By: 8x8
Type: White Paper
With so many communication channels available today, people tend to forget what started it all: the phone. Today’s phone can be a physical device or just software, but the fact is that voice is still a dominant business communication channel. Read on to learn how to provide customers with more personal engagements and how to do it securely.