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ALSO CALLED: IT Customer Support, Customer Support
DEFINITION: Customer service and support (CSS) is the part of a company's customer relationship management (CRM) department that interacts with a customer for their immediate benefit, including components such as the contact center, the help desk, and the call management system.According to Lithium Technologies (a CSS product vendor), corporate costs for CSS interactions are expected to reach $100 billion in 2004.  … 
Customer Service Multimedia (View All Report Types)
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360 View: Enhance and scale your customer experience strategy
sponsored by Adobe Inc
WEBCAST: Open this webcast to review the key ways you should be engaging customer in modern contexts, and how you can leverage audience analytics for more effective connections.
Posted: 20 Dec 2019 | Premiered: Dec 20, 2019

Adobe Inc

Digital Trends Webinar 2019: Data is the new everything and customer experience is king
sponsored by Adobe Inc
WEBCAST: While technology is prevalent for virtually every business operation, the way these digital solutions coexist is, more often than not, disjointed and inefficient. Use this webinar to review 4 data-driven priorities that CX-centered businesses should pursue in 2020.
Posted: 20 Dec 2019 | Premiered: Dec 20, 2019

Adobe Inc

Transforming Customer Experience in Financial Services
sponsored by Appian
WEBCAST: In this webinar, Appian thought leaders Michael Heffner and Todd Marthaler discuss why some financial institutions struggle to create personalized experiences that drive satisfaction and how new technologies can help leverage existing investments while modernizing contact center CX.
Posted: 05 Nov 2019 | Premiered: Nov 5, 2019

Appian

Transforming Customer Experience in Life Sciences
sponsored by Appian
WEBCAST: Life Sciences organizations have complex environments filled with stringent and continually changing regulations but are still expected to provide customers with simpler processes and personalized experiences. Watch this webinar to learn why life sciences organizations struggle to provide an enjoyable CX, and how to prevent that.
Posted: 05 Nov 2019 | Premiered: Nov 4, 2019

Appian

The Appian Intelligent Contact Center
sponsored by Appian
WEBCAST: Watch this webinar to learn how leading organizations are transforming their CX with a unified customer view, universal agents, and seamless customer engagement to deliver the CX modern customers expect.
Posted: 04 Nov 2019 | Premiered: Nov 4, 2019

Appian

Adobe Customer Intelligence
sponsored by Adobe Inc
VIDEO: Watch this video to learn how today’s brands are making use of the Adobe Analytics Cloud to encourage multi-channel data analytics and improve organizational customer intelligence.
Posted: 07 Oct 2019 | Premiered: 07 Oct 2019

Adobe Inc

CX Technology Could vs. Should
sponsored by Avtex
WEBCAST: The customer experience (CX) marketplace is getting increasingly crowded as the practice becomes more popular (and necessary.) But, are all CX offerings really created equally? Watch this webinar for help bucketing the myriad of CX solutions into 5 separate groups, so you can better decide which type will deliver the results you need.
Posted: 03 Oct 2019 | Premiered: Oct 3, 2019

Avtex

5 Competencies You Need For CX Innovation
sponsored by Avtex
WEBCAST: The most effective counter to a consumer culture that bases decisions largely on price is developing a customer experience (CX) that truly differentiates your brand from other market noise. In order to deliver an innovative CX, there are 5 keys that you will want to master—watch this webinar to find out what they are and how you can get started.
Posted: 03 Oct 2019 | Premiered: Oct 3, 2019

Avtex

CX Technology Could vs. Should
sponsored by Avtex
WEBCAST: Begin with your own customer experience definition—watch this webinar to learn how to define your CX needs and then choose the tool that will deliver you the best return.
Posted: 02 Oct 2019 | Premiered: Oct 2, 2019

Avtex

CX Design is More than Just Journey Mapping
sponsored by Avtex
VIDEO: View this webinar from Avtex to discover 7 key topics impacting the success of your CX strategy, and learn how optimizing them can lead to better customer experiences.
Posted: 02 Oct 2019 | Premiered: 25 Jul 2018

Avtex

How to Manage Your Sales Team with Nextiva
sponsored by Nextiva
VIDEO: A high-functioning CRM tool offers a unified source for business insights that can drive your sales team towards success. Watch this video to see firsthand how Nextiva can help you achieve this, and more.
Posted: 01 Oct 2019 | Premiered: 01 Oct 2019

Nextiva

Navigating the CX Technology Landscape
sponsored by Avtex
VIDEO: View this webinar to review a number of trends impacting the CX technology landscape, and uncover everything you need to know about navigating its changes.
Posted: 30 Sep 2019 | Premiered: 04 Jul 2018

Avtex

Conversational UX: The Why and How of Chat Strategy
sponsored by Avtex
WEBCAST: Watch this webinar to learn how a more conversational UX can create a seamless, 24/7-ready CX and free up your agents for more complex problems.
Posted: 27 Sep 2019 | Premiered: Sep 27, 2019

Avtex

CX Technology Could vs. Should
sponsored by Avtex
VIDEO: View this webinar to uncover what your organization should be doing with CX technology. Inside, you'll glean expert insight into today's current CX landscape. Review 4 considerations to take into account when contemplating a CX platform investment, and unlock tips for basing your platform decision.
Posted: 27 Sep 2019 | Premiered: 18 Oct 2018

Avtex

Improving Customer Experience Through Enhanced Employee Experience
sponsored by Avtex
WEBCAST: View this webinar from Avtex to discover the direct impact your employee satisfaction has on customer experiences. Review strategies for improving contact center agent efficiency and satisfaction, and uncover the benefits of integrating contact center and CRM platforms.
Posted: 26 Sep 2019 | Premiered: Apr 4, 2018

Avtex

Exploring the Potential of Bots and AI on the Modern Organization
sponsored by Avtex
WEBCAST: Conversational AI can offer some very obvious benefits to your contact center and overall CX, but modern bots have more to offer than just low-tier customer service queries. Watch this webinar to explore the potential impact AI-powered bots can have on your customer experience (CX) through several real-world use cases.
Posted: 26 Sep 2019 | Premiered: Sep 26, 2019

Avtex

AI Now: Transforming Customer Experience Today
sponsored by Talkdesk
WEBCAST: There's no debate that AI will transform how businesses approach customer experience (CX) going forward—but, how will it impact the human workforce in contact centers? Watch this webinar to find out what impact AI contact agents will have on the customer journey, and how businesses can best prepare for these seemingly inevitable transformations.
Posted: 30 Aug 2019 | Premiered: Aug 30, 2019

Talkdesk

AI in the Contact Center: Balancing Automation and the Human Touch
sponsored by Talkdesk
WEBCAST: Watch this webinar to learn how to leverage AI in the contact center to deliver the boost you need to provide a next-level CX, helping you to stand out among dense competition.
Posted: 29 Aug 2019 | Premiered: Aug 29, 2019

Talkdesk

The Secret Recipe: Transforming Best-In-Class Contact Centers
sponsored by Talkdesk
WEBCAST: Improved customer retention, customer satisfaction, and agent productivity; these are just 3 ways that an intelligent contact center platform can bring remarkable value to your business. Watch this webinar to learn how you can transform your contact center for the better—with a little help.
Posted: 27 Aug 2019 | Premiered: Aug 27, 2019

Talkdesk

The Appian Intelligent Contact Center Platform
sponsored by Appian
VIDEO: In this video, learn how an intelligent contact center platform from Appian can help your organization achieve a 60% increase in customer satisfaction and average cost savings of over 40%. Review Appian product features, and decide if an intelligent contact center is right for you.
Posted: 02 May 2019 | Premiered: 02 May 2019

Appian

Contact Center Success with Appian
sponsored by Appian
VIDEO: Contact center complexity is a major issue. In this video, learn why the world's leading enterprises are turning to intelligent contact centers, and review your software options with Appian.
Posted: 02 May 2019 | Premiered: 17 Jan 2019

Appian

On Demand Webcast: Elaine Turner Extends Her Reach with Commerce Cloud Platform
sponsored by Oracle Corporation
WEBCAST: Watch now to hear Elaine Turner's Director of ecommerce, Carrie Leader, discuss key strategies for building an ecommerce business as a branded manufacturer. Learn how Elaine Turner used a Cloud ecommerce platform to create a new destination site where visitors can research, buy, or engage with the brand to support sales in all channels.
Posted: 27 Jan 2016 | Premiered: Dec 15, 2015

Oracle Corporation

HP helps United Airlines consolidate their IT infrastructure
sponsored by Hewlett-Packard Enterprise
WEBCAST: This brief video case study examines how United Airlines was able to consolidate its IT infrastructure and fuel customer experience success with the right service. Tune in to learn more now.
Posted: 07 Feb 2014 | Premiered: Dec 31, 2012

Hewlett-Packard Enterprise

HPE Social Enterprise Services
sponsored by Hewlett-Packard Enterprise
WEBCAST: Social networks have revolutionized the way that today's customers gain information and make buying decisions. This brief video introduces a social enterprise service that enables your organization to effectively harness and exploit social information.
Posted: 07 Feb 2014 | Premiered: Dec 31, 2012

Hewlett-Packard Enterprise

Helping United Soar to New Heights
sponsored by Hewlett Packard Enterprise
WEBCAST: View this short webcast to see how United Airlines benefited from a flexible data center solution that ensured constant availability, as well as the scalability to meet their ever-changing environment needs.
Posted: 02 Jan 2014 | Premiered: Jan 2, 2014

Hewlett Packard Enterprise
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