How to market on WhatsApp
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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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Automate the retail process with Hitachi
By: Hitachi Vantara Corporation
Type: Video
Hitachi is creating automated shops that can be easily set up by combining advanced technologies like AI and privacy-enabled sensors.
Watch this short video to see how this next step in retail development is improving the lives of customers and retailers alike.
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Enable a secure & smooth UX with Flash Call Verification
By: Sinch
Type: Case Study
Yespark is a mobile app designed to simplify city parking. In order to enhance the customer experience, it needed a solution that would ensure a smooth, fast authentication process with minimal customer effort while keeping costs down.
Read on to learn how Yespark was able to leverage Flash Call Verification to create a frictionless and secure user experience.
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Why UX Is the Great Enabler of Public Sector Digitization
By: Ensono Limited
Type: White Paper
In this white paper, take a close look at how the public sector can put the citizen at the heart of plans for digitization and identity management and create flexibility and robust solutions for the future.
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How manufacturers can overcome modern sales challenges
By: Tacton
Type: Webcast
In this webcast, you’ll gain an understanding of the selling challenges faced by manufacturing companies, how they can be addressed, and insights from CPQ experts on what companies are asking for to drive growth through digital sales transformation. Tune in to learn more.
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Configure, price, quote: How to empower your sales team
By: Tacton
Type: White Paper
The complexity of today’s offerings, rising customer expectations, and the uncertain state of the economy present challenges that sales teams must overcome daily. That’s where Configure, Price, Quote (CPQ) technology comes into play, revolutionizing the sales process by streamlining and automating critical sales tasks. Read on to learn more.
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Case study: Group messaging solution
By: Hinduja Global Solutions
Type: Case Study
A rental car agency was experiencing bottlenecks when arranging replacement vehicles for stranded rental car drivers. In this case study, you’ll learn how a group messaging solution enabled faster available car tracing to drive positive customer satisfaction. Read on to learn more.
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CX loyalty programs: How to ensure engagement
By: Hinduja Global Solutions
Type: Case Study
Retaining a consistent customer base is something that all businesses can struggle with. This was the case for this prestigious luxury hotel chain, who was challenged with fostering high levels of customer experience, engagement, and satisfaction. Dig into this case study to learn more.
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Headless Commerce: Why data is the key to CX
By: Nacelle
Type: Research Content
Unlock the future of digital commerce with this report. With a specialization in digital commerce, the report unravels the digital commerce landscape, 7 key factors to consider for success, how you can streamline data management with GraphQL and increase scalability with a canonical data model.
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Driving revenue with customer experience
By: Hinduja Global Solutions
Type: Case Study
HGS increases cardholder spend by improving Net Promoter Scores for a leading global credit card company. Using speech analytics and performance coaching, HGS identifies and addresses issues proactively, delivering a 10-15% increase in customer spending. Read the case study to learn how data and analytics can transform your customer experience.
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Case study: Auto giant improves customer support with AI
By: Hinduja Global Solutions
Type: Case Study
An Indian car maker contracted HGS for customer complaint and query handling to boost CSAT. HGS created a CRM for tracking and ensuring dealer responses within 12-48 hours. With an 88% service level and 83% CSAT, HGS enhanced CX using data and video analytics. See the full case study for details.
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Digital Experience Trends 2023: A Data-Driven Trend Report
By: Reply
Type: White Paper
With so much focus on the customer experience, in a digital-first world, it is going to be your organization’s digital experience that makes the difference in your success. Your customers demand an engaging and frictionless experience with no hurdles to clear. To deliver that, you need to know the current trends. Read on to see them here.
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Doughnuts go digital: Krispy Kreme's scalable customer experience
By: Reply
Type: Case Study
Krispy Kreme is one of the most recognized brands around the world. With unique storefronts that deliver on customer promise time after time, it was time for the brand to bring the in-store experience online. By partnering with Reply, Krispy Kreme was able to expand digitally while building a scalable customer experience. Read on to learn more.
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The Business Bottleneck
By: VMware Tanzu
Type: eBook
When it comes to digital transformation and making better use of your software solutions, there is often a disconnect between IT and the rest of the business. How a business utilizes their software to enhance the customer experience is what separates them from the competition. Read on to learn how to use software to run and develop your business.
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Measuring the Cost vs. Value of Headless Commerce
By: Nacelle
Type: Blog
In the retail sector, performance is continually being evaluated in terms of gross sales, new customer acquisitions, revenue per customer, and of course, lower operational costs. Even the best companies have room to improve, but how can organizations ensure that their improvement initiatives are worth the cost and effort? Read on to find out.
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Give your customers power to ask for exactly what they need
By: Nacelle
Type: Blog
Giving your customers the power to ask for what they need from servers really represents a shift in how software has changed our environment. But whatever benefits come with that, they are also challenges that some have identified. To avoid bottlenecks, there are ways around it. Read on to learn more about those workarounds.
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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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Retail: Top 6 buyer personas & what makes them tick
By: Diebold Nixdorf
Type: White Paper
Many retailers understand their customers through segmentation and knowing what they prefer and where they like to shop. But even with this valuable information, something is still missing. The question remains, why do retail customers use technology in-store, and how can retailers monetize that activity? Read on to learn more about it.
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10 ways analytics boost your CX
By: Hinduja Global Solutions
Type: Blog
Leverage contact center data to gain customers, boost renewals, hike revenue, enhance CX, and train agents. Use predictive analytics and speech tech on call times, behaviors, and performance. Tailor customer paths with segmentation. Discover more in this full blog post to optimize your contact center.
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Is user experience killing your business?
By: Growth Acceleration Partners
Type: White Paper
How can you create an experience that will make your customers sticky instead of frustrated? A functional application alone is not enough to be competitive. Read on to learn why a strong UX design process is critical not only for improving the user experience but also to get the most out of your time and money.
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What’s driving restaurant technology?
By: Hughes Network Systems
Type: Blog
The labor shortage is prompting restaurants to turn to new technologies in order to optimize their processes and satisfy customers. This blog explores how the demands of the restaurant industry are fueling innovation, exploring 4 key questions surrounding the future of restaurant technology. Read on to learn more.
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Factors to consider when evaluating BPO providers
By: InflowCX
Type: Video
When it comes to looking for a BPO provider, many organizations fail to do adequate vetting, resulting in contact center challenges and disappointment for all. So, how can companies better evaluate providers? Watch this video to learn more.
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Is your contact center ready for today’s CX demands?
By: InflowCX
Type: Blog
Customer-centric innovation has become a top priority for organizations worldwide. However, many contact centers don’t have the right tools to keep up, and their legacy systems can make the agent experience a hassle. Browse this article to learn more.
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Elevate the Customer Experience in the Contact Center
By: InflowCX
Type: Blog
The ability to adapt and transform how companies engage and elevate their customer experience is what separates a great CX from a good CX platform. When upgrading, migrating, or going to market with a contact center service offering, there are challenges to overcome, but with the right moves, they can be avoided. Read on to learn how.
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Roadmap For a Successful CCaaS Migration
By: InflowCX
Type: Video
The CX ecosystem has evolved from single-function technologies to new, omnichannel offerings that reside in the cloud. However, getting to a point of a seamless, integrated contact center can be confusing and risky. That is why this roadmap is here, to give you the information you need. Read on to learn about enhancing your CX ecosystem.
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Your guide to leveraging automation for your contact center
By: InflowCX
Type: Blog
As labor shortages, agent burnout, and inferior customer experiences plague contact centers, many are turning to automation to solve these issues and more. However, most organizations are unsure of where to start and can find the integration process daunting. Browse this article to learn more.
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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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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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Great CX starts with a great agent experience
By: InflowCX
Type: Blog
Today, it’s crucial to prioritize your employee experiences and supply them with the technology that allows them to do their jobs as effortlessly as possible. But with so many experience platforms available, how can you know which one best fits your company’s needs? Access this article to learn more.
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Top 3 most common contact center challenges
By: InflowCX
Type: Webcast
The contact center industry is rapidly growing, with its market reported to reach nearly $500 billion by 2027. However, with this growth comes the expectation for modernization and the handful of challenges it brings. So, what are the best ways to combat these obstacles? Watch this webinar to learn more.
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5 ways to meet customer expectations for better CX
By: InflowCX
Type: Blog
Customer expectations for service have never been higher than they are today. Tackling these wants can be difficult, especially when also managing the current labor shortages in contact centers. So, what are the best ways that you can keep up and make your contact center more resilient? Browse this article to learn more.
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Leveraging outsourcing & automation to enhance your CX
By: InflowCX
Type: Video
As organizations struggle with labor shortages, contact centers and their teams seem to be getting hit the hardest. To combat these challenges, many companies have turned to outsourcing for assistance, but it does little to improve agent experiences. So how can you achieve both? Watch this webinar 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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Gain clarity in the noisy world of CCaaS
By: InflowCX
Type: Blog
When you look at your contact center, you can see it is a full ecosystem with daily wins, losses, frustrations, and emotions. It can be difficult to handle customer complaints, especially for agents who weren’t involved in the issue. However, with the right contact center cloud solution, your customers can get what they need. Read on to see how.
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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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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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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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CX in the financial sector: Your guide for improvement
By: InflowCX
Type: Webcast
When John Carpenter, a seasoned enterprise account executive at InflowCX, got involved in a challenging encounter with his long-standing credit union, he sought out a way he could better navigate a series of card lock incidents that occurred during his travels. Tune into this webinar 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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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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Leveraging customer feedback: The secret to better CX
By: Cyara
Type: Case Study
When this business software organization wanted to track customer feedback and experiences in their contact center, they sought out a solution that could help them gain insight into these processes to help them improve their outcomes. Watch this video to learn more.
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Report: Balancing human & digital engagement as a bank
By: Avanade
Type: Research Content
Today, banks are challenged to balance human engagement and digital interactions – a high-wire act, Avanade explains in this research report. To find out why the pursuit is a challenging one, and to access guidance for approaching it, dive into the 18-page report.
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Migrating from legacy contact center tech: A guide
By: InflowCX
Type: Webcast
Migrating from your legacy contact center technology can be a tricky task, and many organizations struggle with a successful transition. So, how can you better navigate your journeys to unlock new possibilities for customer engagement and operational efficiency? Tune into this webinar 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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Developing an Integrated Customer and Employee Experience
By: Microsoft
Type: White Paper
Employees often use software that's much older and hard to use than the applications that customers use. Increasingly that gap detracts from both experiences. Learn how to fix it with our new guide to integrating both types of applications. Get it free in exchange for taking our brief survey on your employee experience platfrom purchase plans.
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Enhance your contact center: CX leader’s guide
By: Vonage
Type: Product Overview
Today, having a good contact center integrated into a CRM is critical, especially when it comes to ensuring engaging and personalized customer and employee experiences. However, finding these solutions is easier said than done. So, how can you integrate one that’s right for your needs? Browse this white paper to learn more.
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Leader’s guide to experience-driven digital banking
By: Avanade
Type: White Paper
“Banks recognize that to remain competitive, they must marry empathetic, human interaction with digital advancement,” argues Avanade in this white paper. So, how can banks achieve that goal? Read on for guidance.
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4 stages of your end-to-end voice testing lifecycle
By: Hammer
Type: eBook
For many organizations who are struggling with their voice and contact center tech, end-to-end testing may be the right solution for their needs. However, due to a handful of challenges during its lifecycle stages, some can be daunted by the process and can be unsure of where to start. Browse this guide to learn more.
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Contact center testing: What to know for 2024 & beyond
By: Hammer
Type: Research Content
Despite 80% of today’s organizations reporting that they’ve migrated some or all of their contact center to the cloud, 2/3 of CX leaders say that they do not have the visibility they need to ensure their contact centers are performing as intended. So, how can this best be fixed? Browse this report to learn more.
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Conquering CX challenges: Why AI may be the answer
By: InflowCX
Type: Webcast
Customer expectations for support and experiences have never been higher. To meet these new standards, many organizations are looking for ways that they can revamp their practices and technologies. Tune into this webinar to learn more.
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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.