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ALSO CALLED: Customer Analytics, CRM Real-time Analytics, Analytical CRM, Real-time CRM Analytics
DEFINITION: CRM (customer relationship management) analytics comprises all programming that analyzes data about an enterprise's customers and presents it so that better and quicker business decisions can be made. CRM analytics can be considered a form of online analytical processing (OLAP) and may employ data mining. As Web sites have added a new and often faster way to interact with customers, the opportunity  … 
CRM Analytics Reports
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Making the cross-channel commitment
sponsored by Adobe
EBOOK: To reach customers everywhere — email, SMS, social, and more — you need a cross-channel marketing solution. But, before your organization says, “we do,” make sure you’re ready for the commitment. To find the right technology partner and ensure you’re ready, download this guide.
Posted: 19 Oct 2020 | Published: 19 Oct 2020

Adobe

Making it Count: Digital Transformation in the Face of a Crisis
sponsored by Adobe
CASE STUDY: For the U.S. Census Bureau, the strategy for 2020 was always focused on digital adoption and making it easier for people to self-respond with the first online census—it was just heavily accelerated with COVID-19. To help meet these goals in a shorter timeframe, the Census Bureau turned to Adobe. Learn about their partnership in this resource.
Posted: 16 Oct 2020 | Published: 16 Oct 2020

Adobe

Adobe Customer Showcase
sponsored by Adobe
CASE STUDY: What benefits could you achieve using one of Adobe’s solutions? Explore their customer success content library to see what some organizations have accomplished with their marketing & analytics, eSignature, and other products.
Posted: 16 Oct 2020 | Published: 16 Oct 2020

Adobe

Analyst report: Comparing the top digital experience platforms
sponsored by Adobe
ANALYST REPORT: Customers’ growing expectations for digital experiences make DXP adoption an urgent necessity for global organizations. This Gartner report will help application leaders responsible for digital experiences identify vendors suited to their needs. Read on to review a comparison of: Salesforce, Adobe, SAP and more.
Posted: 16 Oct 2020 | Published: 16 Oct 2020

Adobe

Exploring Experience as a Service with Genesys
sponsored by Genesys
WEBCAST: Watch this webinar to hear from 3 CX experts as they discuss: what experience means for customers, how expectations have changed, how technology helps address CX challenges, and more.
Posted: 15 Oct 2020 | Premiered: Oct 15, 2020

Genesys

UK Contact Centre Verticals: Retail & Distribution
sponsored by Genesys
RESEARCH CONTENT: “UK Contact Centre Verticals: Retail & Distribution” looks at the structure, growth, technology, HR and commercial issues found in contact centers within the UK retail & distribution sector. Download your copy to explore ContactBabel’s findings.
Posted: 14 Oct 2020 | Published: 14 Oct 2020

Genesys

6 Best Practices for Remote Contact Center Agents
sponsored by Avaya
RESOURCE: Download this infographic to explore 6 best practices that can help your contact center agents be successful when they’re working remotely.
Posted: 08 Oct 2020 | Published: 08 Oct 2020

Avaya

The COVID-19 Response Playbook
sponsored by Salesforce
EBOOK: Based on the advice of global experts and the real experiences of their customers and partners, Salesforce developed this pandemic response playbook. The phased approach outlined in the next few chapters is designed to help you gain greater clarity and give your teams much-needed structure and guidance. Download your copy to get started.
Posted: 05 Oct 2020 | Published: 05 Oct 2020

Salesforce

The Total Economic Impact™ Of The [24]7ai Engagement Cloud
sponsored by [24]7.ai
ANALYST REPORT: Recently, the company commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential return on investment (ROI) enterprises may realize by deploying [24]7.ai’s Engagement Cloud solution. Download this white paper to explore their results.
Posted: 24 Sep 2020 | Published: 24 Sep 2020

[24]7.ai

Hydro Ottawa Keeps Customers Energized With Avaya OneCloud CCaaS
sponsored by Avaya
CASE STUDY: Read this case study to see how Avaya helped ensure the safety of Hydro Ottawa’s employees while enabling customers to engage with the company they depend on.
Posted: 23 Sep 2020 | Published: 23 Sep 2020

Avaya

The Roadmap to Building Consumer Trust
sponsored by Twilio
WHITE PAPER: How can companies continue to build trust and lean into delivering meaningful, differentiated experiences for their customers amid a pandemic? Find out in Twilio’s latest eBook, which explores key tenets on the future of customer engagement and how companies can leverage digital transformation to build strong customer relationships.
Posted: 23 Sep 2020 | Published: 23 Sep 2020

Twilio

COVID-19 Digital Engagement Report
sponsored by Twilio
EBOOK: To better understand the pandemic’s effects on businesses, Twilio, a leading cloud communications and customer engagement platform, surveyed 2,569 enterprise decision makers in the US, UK, Germany, and 6 other countries. Review their findings in this eBook.
Posted: 22 Sep 2020 | Published: 22 Sep 2020

Twilio

4 Ways DTC Brands are Mastering the Customer Experience
sponsored by Kustomer
WHITE PAPER: Direct-to-consumer (DTC) businesses are upending entire industries and putting customers first. Learn how DTC businesses are creating experiences that truly connect with customers, and how you can do the same in this white paper.
Posted: 22 Sep 2020 | Published: 22 Sep 2020

Kustomer

Extend the Digital Conversation
sponsored by [24]7.ai
EBOOK: For businesses looking to create the best possible customer experience, making conversations more personal makes them more powerful. Download this eBook to learn how you can enhance digital conversations with personalization and other features.
Posted: 22 Sep 2020 | Published: 22 Sep 2020

[24]7.ai

Using AI to Transform Customer Journeys
sponsored by [24]7.ai
EBOOK: Download this e-book to learn how you can use AI to engage with customers in a more personalized, efficient and convenient manner.
Posted: 22 Sep 2020 | Published: 22 Sep 2020

[24]7.ai

Klarna Wows its 80M Customers with Instant Responses and Rapid Resolutions with Freshchat
sponsored by Freshworks
CASE STUDY: Fintech company, Klarna, has a lot of ground to cover, and its legacy chat solution just couldn’t keep up. After searching for a new solution, Klarna decided to implement Freshchat by Freshworks. Learn about their experience working with Freschat, and the benefits they’ve achieved since partnering in this case study.
Posted: 21 Sep 2020 | Published: 21 Sep 2020

Freshworks

Prepping for the Holidays
sponsored by Kustomer
WHITE PAPER: While the holiday season is a happy time for businesses and consumers alike, it can be stressful when customer service inquiries are spiking by almost 120%, like they did in 2019. Read this white paper to learn why omnichannel support is necessary for innovative businesses, how to best provide customers with the self-service they crave, and more.
Posted: 18 Sep 2020 | Published: 18 Sep 2020

Kustomer

The great customer experience opportunity
sponsored by Genesys
EBOOK: As the telco industry races towards yet another new network shift, customer experience is in the spotlight. Download this report to explore insights from the industry leaders placing CX at the top of their to-do lists, as well as tips to help you design your own strategy.
Posted: 15 Sep 2020 | Published: 15 Sep 2020

Genesys

Moments with meaning: Insights from CX Exchange BFSI 2020
sponsored by Genesys
EBOOK: The UK’s leading customer experience event for the banking, financial services and insurance sector sparked plenty of lively conversations this year. Download this guide to review some of the key ideas from the CX Exchange BFSI that can provide some inspiration as you fight to win the customer loyalty war.
Posted: 14 Sep 2020 | Published: 14 Sep 2020

Genesys

Digital Customer Experience Through E-IoT, and the Need for Increased Security
sponsored by Capgemini
RESOURCE: This blog post highlights recent research from a Gartner survey that identified 5 emerging technologies that will have the biggest impact on improving the customer experience (CX). Read on here to find out more and to take advantage of these technologies.
Posted: 11 Sep 2020 | Published: 06 Apr 2020

Capgemini

Product Management Experience for Dummies
sponsored by Akeneo
EBOOK: Preparing your product catalog to flow into every channel in the required format is no easy feat. This e-book was created to address this problem. Download now to dive into the PXM essentials like 5 must-haves for starting the PXM journey, 10 best practices, and more.
Posted: 08 Sep 2020 | Published: 08 Sep 2020


The customer connection: How small and midsize organizations are managing customer experiences
sponsored by SAP
RESEARCH CONTENT: Oxford Economics and SAP surveyed 2,000 executives from SMBs about their progress toward upgrading technology and organizational strategies. Download this brief report to explore some key findings from their study, as well as recommendations for SMBs looking to improve their customer experiences and better support growth.
Posted: 04 Sep 2020 | Published: 04 Sep 2020

SAP

CONSUMER MINDSETS IN THE WORLD POST COVID
sponsored by Fractal
EBOOK: Explore some predicted implications of the pandemic on the media & telecom, technology, financial services, healthcare, CPG & retail sectors, and strategies for moving forward in this eBook.
Posted: 21 Aug 2020 | Published: 21 Aug 2020

Fractal

The CIO and the CMO Transformation in the Csuite eBook
sponsored by Teradata
EBOOK: In this eBook, learn how the CMO and CIO can work together to radically transform the customer experience and bring data front and center as a tool to drive powerful business transformations.
Posted: 20 Aug 2020 | Published: 20 Aug 2020

Teradata

Execs in the Know: Bring Bots to Life with Nintendo and Stio
sponsored by Quiq
WEBCAST: Watch this webinar to learn how you can get started with chatbots today, and the benefits you could achieve with implementation.
Posted: 13 Aug 2020 | Premiered: Aug 13, 2020

Quiq
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