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Customer Satisfaction

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ALSO CALLED: User Satisfaction
DEFINITION: A qualitative measure of performance as defined by customers, which meet their basic requirements and standards.
Customer Satisfaction White Papers (View All Report Types)
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Empower the Digital Workplace with Enterprise Chatbots
sponsored by BMC
WHITE PAPER: In this white paper, learn how enterprise chatbots can be used to meet changing employee expectations. Discover the benefits of chatbot technology, and explore how chatbots can help your organization increase business agility and improve cost savings.
Posted: 17 May 2019 | Published: 17 May 2019

BMC

Uncovering Digital Trends: Customer Expectations in a Digital World
sponsored by Concentrix
WHITE PAPER: In this white paper, learn how tracing today's digital trends can help inform businesses of their consumers' needs and wants. Explore what customer service looks like through a digital lens, and discover 4 ways to boost customer engagement with expert insight from Concentrix.
Posted: 16 May 2019 | Published: 16 May 2019

Concentrix

Realize Your Digital Ambition: 4 Areas Energy Organizations can Power Digital Initiatives Today
sponsored by Appian
WHITE PAPER: In this e-book, learn how digital technologies can help those in the energy industry improve operations. Discover the 4 ways in which energy organizations can realize their digital ambitions, and explore how those already embracing digital technologies can drive business value and deliver tangible results.
Posted: 13 May 2019 | Published: 13 May 2019

Appian

Four Perspectives on Digital Transformation: Leaders Share Lessons Learned
sponsored by Capriza
WHITE PAPER: Investing in digitizing your business processes has never been more important, but getting started would be easier if you knew what challenges to expect. Inside, discover 4 perspectives on digital transformation. Learn about common digitization challenges by industry, and explore how to make your transformation more efficient and effective.
Posted: 09 May 2019 | Published: 09 May 2019

Capriza

The Anatomy of a Preference Center
sponsored by Akamai Technologies
WHITE PAPER: What is enterprise preference management (EPM), and how can it help deliver better customer experiences? In this white paper, learn how an EPM platform can help give consumers control of their customer engagement and experiences, and explore how preference management can help solve the longstanding privacy-personalization paradox.
Posted: 08 May 2019 | Published: 20 Dec 2018

Akamai Technologies

Case Studies of HR & IT Partnering to Transform the Employee Service Experience
sponsored by ServiceNow
WHITE PAPER: Download this white paper to learn about the transformative mindset that requires HR and IT to partner closely to deliver experiences that enhance the digital, human, and physical employee journey.
Posted: 03 May 2019 | Published: 03 May 2019

ServiceNow

Using Surveys to Track and Improve Customer Satisfaction
sponsored by Survey Gizmo
WHITE PAPER: Surveys are a powerful tool for keeping track of your customers' and their experiences with your product or service. For key tips and strategies on designing successful customer satisfaction surveys and improving your bran - read this white paper from SurveyGizmo.
Posted: 03 May 2019 | Published: 31 Dec 2018

Survey Gizmo

Becoming a Best-Run Midsize Company: How Growing Companies Benefit from Intelligent Capabilities
sponsored by SAP
WHITE PAPER: As companies continue to adapt to the digital economy, they are looking for more efficient ways to drive revenue, empower employees, and respond to customer needs. In this research report, explore key findings from IDC's survey which aimed to identify key factors associated with business success and becoming a digitally engaged organization.
Posted: 02 May 2019 | Published: 31 Jan 2019

SAP

Build Better Products with Intelligent Product Feedback
sponsored by Survey Gizmo
WHITE PAPER: Collecting product feedback - and making good use of it - is almost as important as the product itself. Read this e-guide for an intelligent product feedback lifecycle walkthrough in order to deliver the absolute most to your customers.
Posted: 02 May 2019 | Published: 31 Dec 2018

Survey Gizmo

Product Feedback Management: How To Use Customer Intelligence For Product-Market Fit
sponsored by Survey Gizmo
WHITE PAPER: The need for product feedback is greater than ever before in part due to the ever-changing demands, expectations, and shopping savviness of today's consumers. In this white paper, explore how to implement a process that can be used to mature and enhance products over time by integrating customer intelligence throughout the product lifecycle.
Posted: 02 May 2019 | Published: 02 May 2019

Survey Gizmo

24x7 Customer Service Without Additional Headcount
sponsored by Serviceaide
WHITE PAPER: Download this white paper to learn how the IT service desk demonstrates how the internal CX is influenced by the journey through interaction touchpoints, and why achieving this often requires a redesign of company culture, new technology, and modernized processes.
Posted: 30 Apr 2019 | Published: 30 Apr 2019

Serviceaide

Digital Transformation Checklist: Top 5 Digital and Data Trends in Banking
sponsored by Hitachi Vantara
WHITE PAPER: In this white paper, explore the powerful forces reshaping the retail banking and payments industry. Discover how to radically transform your banking organization for the future, and learn how to apply 5 top digital and data trends into your organization.
Posted: 30 Apr 2019 | Published: 30 Apr 2018


BI and Analytics in the Age of AI and Big Data
sponsored by Hitachi Vantara
WHITE PAPER: In this report, learn how to prepare for the evolving business landscape by informing yourself of the trends influencing current BI, analytics, and data architecture strategies. Learn about cutting-edge BI and analytics tools, and get a better understanding of how to drive higher value from data and analytics.
Posted: 29 Apr 2019 | Published: 29 Apr 2019


A Guide to the Most Common CRM Use Cases
sponsored by Greenhouse
WHITE PAPER: View this e-book to learn about the common questions you should consider before investing in a CRM strategy, and find out how to leverage your CRM effectively with a series of expert tips from Greenhouse CRM.
Posted: 25 Apr 2019 | Published: 25 Apr 2019

Greenhouse

The Role of Human Talent in a Digital-First World
sponsored by Concentrix
WHITE PAPER: With this e-book, learn how to balance your human and digital CX interactions. Discover 7 high-priority actions for making digital technologies and human talent work in harmony, and unlock the skills you need to optimize your contact center experience.
Posted: 25 Apr 2019 | Published: 25 Apr 2019

Concentrix

Social Media Dominates Customers' Online Activities: How to Respond
sponsored by Concentrix
WHITE PAPER: How do you catch your customers' attention online? In this white paper, discover how to develop a CX strategy leveraging social media, and learn where your company should be investing in its social media presence.
Posted: 25 Apr 2019 | Published: 25 Apr 2019

Concentrix

9 Steps to Gain and Retain Customers
sponsored by Oracle Corporation
WHITE PAPER: Download this e-book to unlock the 9 steps your growing company needs to elevate its customer experience and outmaneuver the competition. Learn how a strong CX can help put your SMB back on the map, and review your software options with Oracle CX Cloud.
Posted: 24 Apr 2019 | Published: 31 Dec 2018

Oracle Corporation

Marketing Technology: Too Much of a Good Thing?
sponsored by Bynder
WHITE PAPER: View this guide to learn how marketers can make more responsible technology purchases. Discover fundamental marketing technologies for each core function of your team, and review how to make the most of your existing tech.
Posted: 12 Apr 2019 | Published: 31 Dec 2018

Bynder

Increase Operational Efficiency with Intelligent Store Support
sponsored by IBM
WHITE PAPER: View this white paper to learn how a wall-to-wall customer support software from IBM can help your organization survive and thrive in the digital era. Discover the advantages of a customer-centric maintenance and support platform, and explore your software options with IBM Retail Technology Support Solutions.
Posted: 12 Apr 2019 | Published: 31 Dec 2018

IBM

Optimizing the Agent Journey to Perfect the Customer Journey
sponsored by Avaya
WHITE PAPER: With this white paper, discover how updated quality management and workforce management tools can help contact centers create a first-class customer experience, and learn how to create a more empowered, engaged workforce through the use of omnichannel workforce management tools.
Posted: 08 Apr 2019 | Published: 31 Dec 2018

Avaya

Using Interaction Analytics to Digitize & Optimize Contact Center Performance
sponsored by CallMiner
WHITE PAPER: In this white paper, learn about interaction analytics and explore how interaction analytics can help give contact center agents and managers the tools they need to perform at their best.
Posted: 04 Apr 2019 | Published: 31 Dec 2018

CallMiner

How AI Improves the Customer Experience
sponsored by CallMiner
WHITE PAPER: Customer experience has emerged as a critical driver in competitive differentiation and revenue growth. As a result, the tools needed to manage customer interactions are changing. In this white paper, explore how AI is revolutionizing the customer experience, and decide if AI is right for your organization's customer service strategy.
Posted: 03 Apr 2019 | Published: 03 Apr 2019

CallMiner

10 Speech Analytics Needs to Know for CX Pros
sponsored by CallMiner
WHITE PAPER: With this white paper, learn about the opportunities speech analytics can offer your organization. Explore the benefits of speech analytics in the contact center, and uncover 10 'need to know' facts about speech analytics perfect for the CX and marketing professional.
Posted: 03 Apr 2019 | Published: 03 Apr 2019

CallMiner

How Unsolicited Feedback Can Be Rocket Fuel For Your CX Engine
sponsored by CallMiner
WHITE PAPER: According to Forrester, organizations that use behavioral data from customer interactions are more successful than those who use customer surveys—but why? In this white paper, learn about the benefits of behavioral data, and explore use cases from organizations already putting behavioral data and analytics into play.
Posted: 01 Apr 2019 | Published: 01 Apr 2019

CallMiner

How Contact Centers Can Use Interaction Analytics to Reduce Risk & Improve Compliance
sponsored by CallMiner
WHITE PAPER: In this white paper, discover how companies are increasing compliance with interaction analytics, and explore how interaction analytics can help organizations improve contact center performance while increasing compliance with regulations from TCPA, HIPAA, EFTA, CFPB, and more.
Posted: 01 Apr 2019 | Published: 31 Dec 2018

CallMiner
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