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ALSO CALLED: CRM Application, Customer Relationship Management Software
DEFINITION: Apex is a development platform for building software as a service (SaaS) applications on top of Salesforce.com's customer relationship management (CRM) functionality. Apex allows developers to access Salesforce.com's back-end database and client-server interfaces to create third-party SaaS applications. Apex includes an application program interface (API) that developers can use to access user data  … 
CRM Software Reports
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Take a Walk Through the Omnichannel Bank of the Future
sponsored by Samsung Electronics
RESOURCE: In this article, explore the banks of the future, and uncover how banks plan to use AI to leverage mobile devices and wearables to make in-branch banking more personalized efficient, and effective by 2030.
Posted: 22 Mar 2019 | Published: 13 Nov 2018

Samsung Electronics

Use Banking Technology to Deliver Personalized Service and Win in the Branch
sponsored by Samsung Electronics
RESOURCE: In this article, explore how to deliver a personalized customer experience to customers across branch locations, and uncover the in-person interactions required to go above and beyond.
Posted: 22 Mar 2019 | Published: 26 Nov 2018

Samsung Electronics

The Total Economic Impact of Algolia
sponsored by Algolia
RESEARCH CONTENT: In this Total Economic Impact research report from Forrester, examine the potential ROI an enterprise may experience when deploying Algolia's search and discovery tools, and uncover the benefits, costs, and risks associated with an Algolia deployment.
Posted: 21 Mar 2019 | Published: 31 Jan 2019

Algolia

Using Site Search for Accessible Learning: Case Study
sponsored by Algolia
CASE STUDY: In this case study, uncover how online learning platform, Coursera, broke free from search restraints and elevated their search UX with Algolia search software.
Posted: 20 Mar 2019 | Published: 20 Mar 2019

Algolia

The Road to Transforming the Customer Service Experience
sponsored by ServiceNow
WHITE PAPER: With the information provided in this white paper, discover how to modernize your customer service strategy through the use of smart technology, and increase your bottom-line with these new CX strategies.
Posted: 19 Mar 2019 | Published: 19 Mar 2019

ServiceNow

Improve Your Customer Experience with Modernized Field Service Management
sponsored by ServiceNow
EBOOK: In this e-book, discover how to transform your field service management strategy to a customer service success. Learn how to deliver an effortless, personalized experience to your customers, and uncover 6 field service best practices to improve CX.
Posted: 19 Mar 2019 | Published: 31 Dec 2018

ServiceNow

Modernizing Customer Service for the Digital Economy: Best Practices
sponsored by ServiceNow
EBOOK: With the information provided in this e-book, learn how to transform your customer service with featured industry best practices, and compare your customer service strategy against ServiceNow's modern customer service checklist.
Posted: 18 Mar 2019 | Published: 31 Dec 2018

ServiceNow

The AI Revolution: Creating a New Customer Service Paradigm
sponsored by ServiceNow
RESEARCH CONTENT: In this research report from ServiceNow and Devoteam, explore how AI is revolutionizing the customer service paradigm. Glean insight into the role AI-based technologies will play in the future of customer service, and learn how to empower your customer service teams with AI-driven technologies for better CX.
Posted: 18 Mar 2019 | Published: 31 Dec 2018

ServiceNow

Revamp Site Search To Jump-Start AI, Chat, And Personalization
sponsored by Algolia
WHITE PAPER: In this Forrester report, uncover how AI, personalization, and chatbots are improving site search, and learn how to decide what site-search solution is best for you. To get started with your next site search project, download this report.
Posted: 15 Mar 2019 | Published: 19 Jul 2018

Algolia

Fighting CNP Fraud in Online Electronics Sales
sponsored by Riskified
WHITE PAPER: With the information provided in this report, discover why addressing fraud is key to scaling operations, expanding internationally, improving CX, and competing against industry giants in the online marketing world.
Posted: 15 Mar 2019 | Published: 15 Mar 2019

Riskified

Digitally Transform Customer Service Management
sponsored by ServiceNow
EBOOK: Choosing the right customer service platform can be complex, which is why ServiceNow looped together 5 best practices to help you make the right decision. Download this e-book to uncover expert tips and discover why self-service, automation, and multi-channel support are essential for your next customer service platform.
Posted: 14 Mar 2019 | Published: 31 Dec 2018

ServiceNow

Avoiding False Declines
sponsored by Riskified
WHITE PAPER: In this guide, learn how your business can approve better e-commerce orders, and put in place better tracking for ongoing improvement in order-decision accuracy.
Posted: 14 Mar 2019 | Published: 14 Mar 2019

Riskified

Driving Radical Customer Service Innovation
sponsored by ServiceNow
EBOOK: With the information provided in this e-book, discover how to innovate customer engagement and build a better CX through the use of smart technology, and determine if a Customer Service Management platform from ServiceNow is right for you.
Posted: 14 Mar 2019 | Published: 31 Dec 2018

ServiceNow

The Five Legitimate Shoppers You're Declining
sponsored by Riskified
WHITE PAPER: Staying ahead in the competitive e-commerce universe is no easy feat, and, with an increase in cross-border purchases, vetting orders for fraud is becoming both more challenging and critical. In this e-book, get a better understanding of false declines and steps that can be taken to reduce them.
Posted: 14 Mar 2019 | Published: 14 Mar 2019

Riskified

Artificial Intelligence & Intelligent Technologies: 3 Strategies for Driving Customer Service Innovation
sponsored by ServiceNow
WHITE PAPER: In this white paper, discover how intelligent technologies and AI are transforming the world of customer service, and explore 3 strategic uses of intelligent technologies proven to drive customer service innovation.
Posted: 14 Mar 2019 | Published: 31 Dec 2018

ServiceNow

How Fast-Growing Digital Natives can Innovate and Scale
sponsored by Zendesk
EGUIDE: What separates customer service leaders from the rest? Technology. In this guide, explore how AI, chatbots, automation, and more are innovating the world of customer service, and explore why leading customer support teams are using Zendesk to deliver high performance results.
Posted: 14 Mar 2019 | Published: 14 Mar 2019

Zendesk

Artificial Intelligence in Asia: Trust, Understanding and the Opportunity to Re-Skill
sponsored by Salesforce
WHITE PAPER: AI is projected to drive $3.9 trillion in global business value by 2022, according to a forecast by Gartner. But exactly how familiar are consumers with AI? And how well do they know it? In this white paper, discover what Asian consumers know about AI, and the common pain points that make them tick.
Posted: 13 Mar 2019 | Published: 13 Mar 2019

Salesforce

Improve Your Customer Support Strategy with Live Chat
sponsored by Zendesk
RESEARCH CONTENT: Over the last 5 years, the number of U.S. online shoppers who used live chat increased from 38% to 58—but why? In this research report from Zendesk, explore why live chat is becoming the most popular customer support channel, and uncover how live chat support performance compares across industries.
Posted: 13 Mar 2019 | Published: 13 Mar 2019

Zendesk

How Consumer Expectations Are Shaping the Workplace
sponsored by Zendesk
WHITE PAPER: Did you know that your employee and customer experiences are linked? In this white paper, learn how positive employee experiences make for a better customer experience strategy, and discover how software from Zendesk can help in quest for business success.
Posted: 13 Mar 2019 | Published: 13 Mar 2019

Zendesk

Investigating the Customer Support Persona: A Survey of Customer Support Professionals
sponsored by Squelch
RESEARCH CONTENT: Forward-thinking companies know that a great customer experience relies on the effectiveness and efficiency of their customer support teams. In this research report from Dimensional Research, get a better understanding of the people and systems driving your customer experiences, and learn how to put that information to use.
Posted: 12 Mar 2019 | Published: 31 Mar 2018

Squelch

State of Marketing: Insights and Trends from over 4,100 Marketing Leaders Worldwide
sponsored by Salesforce
RESEARCH CONTENT: The world of marketing is undergoing a revolution. In this report, discover what over 4,100 marketing leaders have to say about this marketing transformation, and uncover how marketers are evolving their traditional tactics to keep up with changing customer demands.
Posted: 12 Mar 2019 | Published: 12 Mar 2019

Salesforce

The Many Flavors of Self-Service Measurement
sponsored by Zendesk
WHITE PAPER: Download this white paper to learn about the spectrum of self-service metrics and the business priorities they address, and find out how you can build a community with better customer relationships.
Posted: 12 Mar 2019 | Published: 12 Mar 2019

Zendesk

4 Strategies for Implementing a World-Class Customer Service Platform
sponsored by Zendesk
EBOOK: To make customers happy, every organization needs a world-class customer service solution, preferably one that's tailored to their specific business needs. Download this guide to uncover industry best practices that sidestep common pitfalls and explore the 4 must-have milestones for implementing a successful customer service platform.
Posted: 12 Mar 2019 | Published: 12 Mar 2019

Zendesk

MSPs Provide Answers to Contact Center Needs
sponsored by ShoreGroup
RESOURCE: Businesses are realizing that the key to success lies in the effectiveness of their customer service strategy. In this article, discover how MSPs are using their experience and expertise to align contact centers with their customer's needs, and unlock the 3 criteria needed to deliver contact center success.
Posted: 11 Mar 2019 | Published: 01 Feb 2019

ShoreGroup

Virgin Trains Streamlines Processes with ServiceNow to Transform the Rider Experience
sponsored by ServiceNow
CASE STUDY: Virgin Trains was looking to transform their rail experience by delivering a consistently positive customer experience. In this case study, discover how Virgin Trains successfully transformed their customer experience with ServiceNow, and decide if a customer service platform from ServiceNow is right for you.
Posted: 11 Mar 2019 | Published: 11 Mar 2019

ServiceNow
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