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ALSO CALLED: eCRM Services
DEFINITION: Services that include strategy formulation, software selection, software implementation, business process improvement, team/end-user training, and deployment.
CRM Services Reports
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Customers are turning to messaging. Why aren’t agile companies doing the same?
sponsored by Zendesk
RESOURCE: What’s convenient for customers can also be convenient for teams. With messaging, agents can handle multiple issues at once. Read this article to explore best practices for using messaging in your back-end support processes, and the benefits you could achieve.
Posted: 24 Nov 2020 | Published: 24 Nov 2020

Zendesk

Transforming the customer experience through service delivery
sponsored by ServiceNow
CASE STUDY: Read this case study to see how Nordic financial software provider, Banqsoft, was able to transform the customer experience and support strategy through service delivery with ServiceNow.
Posted: 23 Nov 2020 | Published: 23 Nov 2020

ServiceNow

Bold360 customer video: Jenny Craig
sponsored by LogMeIn, Inc.
VIDEO: For the first time in 35 years, Jenny Craig changed their customer chat and live support strategy—and got a record number of customers to make positive lifestyle changes. See how Bold360 customer engagement software helped them transform their customer experience in this video.
Posted: 23 Nov 2020 | Premiered: 23 Nov 2020

LogMeIn, Inc.

Minimize Manual Work and Improve CX
sponsored by Hyperscience Europe Ltd
WEBCAST: In this webinar, Courtney Halpern, Director of Implementation at Hyperscience, talks about the value of customer experience and what companies should be thinking about moving forward when approaching CX. Watch now to learn more.
Posted: 19 Nov 2020 | Premiered: Nov 19, 2020

Hyperscience Europe Ltd

How 6 Companies are Increasing CSAT and Security using 8x8 SMS APIs
sponsored by 8x8, Inc.
EBOOK: Mangan.ph is an online food delivery service, based in Angeles City – the culinary capital of the Philippines. Read this case study to see how Mangan.ph was able to achieve their customer service goals and improve satisfaction by 35% with 8x8’s SMS API.
Posted: 16 Nov 2020 | Published: 16 Nov 2020

8x8, Inc.

Connect bank operations from front to back
sponsored by ServiceNow
WHITE PAPER: Download this white paper to learn how FSIs can connect their front and back end processes—to accelerate problem resolution and ultimately provide a top-notch CX—with help of ServiceNow and their service management solution.
Posted: 16 Nov 2020 | Published: 16 Nov 2020

ServiceNow

Retail: The smarter way to workflow
sponsored by ServiceNow
EBOOK: Retailers’ digital transformation efforts are under intense pressure to deliver. And the retail environment is changing faster than ever before. In this eBook, explore some of the common challenges that modern retailers face, as well as tips and strategies that can help you overcome them.
Posted: 16 Nov 2020 | Published: 16 Nov 2020

ServiceNow

Re-Wiring Financial Services
sponsored by ServiceNow
WHITE PAPER: For retail banks, fragmented back-office processes can be detrimental to customer service—after all, 80% of the customer experience lies in the middle and back office. Financial Services Operations by ServiceNow is a new approach to managing these processes. Learn more about ServiceNow’s FSI solution in this white paper.
Posted: 13 Nov 2020 | Published: 13 Nov 2020

ServiceNow

Transforming Eat-In Restaurant Margarita’s To A Successful Delivery, Carry-Out Business Using Amazon Connect
sponsored by AWS BizCloud
CASE STUDY: When COVID-19 began and Margarita’s Mexican Restaurant closed for eat-in orders, they struggled to handle the influx of carry out and delivery orders. To help them adjust, they turned to AWS Connect and BizCloud Experts. See how the restaurant was able to transform customer service within 48 hours and improve CX in this case study.
Posted: 12 Nov 2020 | Published: 12 Nov 2020

AWS BizCloud

Automated warehouse with AWS: Making space for retail robots
sponsored by SoftServe
WHITE PAPER: As customers’ expectations shift closer to instant gratification, retailers are under pressure to optimize their service strategies. Read this white paper to see how using robotics in your retail organization can help you improve CX and warehouse operations.
Posted: 12 Nov 2020 | Published: 12 Nov 2020

SoftServe

Perfecting the Art of Conversation
sponsored by CloudCall Ltd
WHITE PAPER: In the age of digital transformation, our conversations have become fragmented across a range of communication channels. This causes difficulties when trying to keep track of what was said, when and on which communication tool. In this guide, explore an overview of the communication landscape and how people converse across the range of channels.
Posted: 11 Nov 2020 | Published: 11 Nov 2020

CloudCall Ltd

5 Reasons You Need to Invest in An Integrated Business Phone System
sponsored by CloudCall Ltd
RESOURCE: There are a lot of factors to consider when choosing a phone system. These can range from price, to functionality, to time saving potential. Additionally, integrating a phone system with your CRM can have a range of benefits that will make your life easier. In this brief, uncover the top 5 benefits of using an Integrated Business Phone System.
Posted: 10 Nov 2020 | Published: 10 Nov 2020

CloudCall Ltd

Customer experiences that clear away disruption
sponsored by ServiceNow
VIDEO: The Belgian National Railways has worked with ServiceNow to transform into a process-driven company, enabling them to increase visibility of improvements they are making to the Belgian public. Learn more in this video.
Posted: 06 Nov 2020 | Premiered: 06 Nov 2020

ServiceNow

CloudCall Insight: Perfecting the Art of Conversation with Your Customers
sponsored by CloudCall Ltd
RESEARCH CONTENT: What exactly makes a ‘good’ conversation with a customer, and what role does each channel play? CloudCall wanted to find out, so they commissioned RedFox Research to survey over 1000 customers. Explore the results in this report
Posted: 06 Nov 2020 | Published: 06 Nov 2020

CloudCall Ltd

BlueJeans Events Engagement Guide
sponsored by Blue Jeans Network
WHITE PAPER: How do you transform an in-person experience to a digital event that drives business outcomes? BlueJeans has put together a virtual event engagement guide that contains a few fundamental strategies, tactics, and checklists to help facilitate audience interaction and meet goals.
Posted: 05 Nov 2020 | Published: 05 Nov 2020

Blue Jeans Network

Powering public services with technology
sponsored by ServiceNow
VIDEO: Technology has the power to transform the public sector, ultimately delivering better service to citizens. Join Alex Osborne, Senior Director for Public Sector, as he discusses the challenges and the opportunities with The Rt Hon Dr Liam Fox MP, former Secretary of State for International Trade and former Secretary of State for Defence.
Posted: 05 Nov 2020 | Premiered: 05 Nov 2020

ServiceNow

If You Don't Live and Breathe CRM Culture, You're Missing Out
sponsored by CloudCall Ltd
WHITE PAPER: CRM has the power to improve management efficiencies, boost customer service and increase profits. But if staff aren’t using it to its full potential, it becomes little more than a glorified address book. What should companies do if they want to make the most of their CRM? Download this white paper to explore 5 actionable tips.
Posted: 05 Nov 2020 | Published: 05 Nov 2020

CloudCall Ltd

Streamline your Telco DX strategy
sponsored by ServiceNow
VIDEO: Learn more about how ServiceNow's telecom product offerings can improve customer care, reduce operating costs, and fully engage with new network technology to drive critical enablers of business change.
Posted: 04 Nov 2020 | Premiered: 04 Nov 2020

ServiceNow

Boost Customer Experience with the Power of CRM
sponsored by CloudCall Ltd
RESOURCE: CRM systems enable organizations to develop a complete, 360-degree view of their customers. Explore the benefits of using a CRM solution in this infographic.
Posted: 04 Nov 2020 | Published: 04 Nov 2020

CloudCall Ltd

The Ultimate Digital Customer Experience Playbook
sponsored by Eggplant
EBOOK: In an era where consumer buying patterns have fundamentally changed and customers are more digitally savvy than ever, delivering a seamless digital experience is crucial. Download this Ultimate Digital Customer Experience Playbook for tips and strategies you can use to develop an enjoyable—and consistent—customer experience.
Posted: 04 Nov 2020 | Published: 02 Nov 2020

Eggplant

Be Resilient at all Times: Best Practices for Enriched Digital Customer Experiences
sponsored by Orange Business Services
EBOOK: Operational resilience and business continuity planning are critical to ensure your employees remain safe and productive, while business operations continue. Explore the 5 strategies that your organization can take to achieve business resilience and mitigate the risks of disruption in this eBook.
Posted: 30 Oct 2020 | Published: 30 Oct 2020

Orange Business Services

15 Trends Across 600 Applications
sponsored by Amplitude, Inc.
RESEARCH CONTENT: To better how customer behavior has changed amid COVID-19, software provider, Amplitude, looked at digital product usage data from over 600 products across five industries: Consumer tech, B2B SaaS, streaming media, e-commerce and marketplaces and fintech. Explore their findings in this report.
Posted: 29 Oct 2020 | Published: 29 Oct 2020

Amplitude, Inc.

Field Services Management with Freshdesk
sponsored by Freshworks
DATA SHEET: Download this data sheet to learn about Freshdesk’s field service management software, and how it can help you unify field and customer service on one platform for the best CX.
Posted: 29 Oct 2020 | Published: 29 Oct 2020

Freshworks

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
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