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ALSO CALLED: eCRM, Client Relationship Management, Dealing with Customers, Relationship Management, CRO, Enterprise CRM, Customer Relationship Management, Relationship Marketing, Customer Relationship Optimization, Customer Relations, Customer Care
DEFINITION: Service assurance (SA) is a procedure or set of procedures intended to optimize performance and provide management guidance in communications networks, media services and end-user applications. Service assurance is an all-encompassing paradigm that revolves around the idea that maximizing customer satisfaction inevitably maximizes the long-term profitability of an enterprise.Service assurance can involve  … 
CRM Reports
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The Definitive Guide To Content Analytics
sponsored by Seismic
EBOOK: Content is the backbone of marketing departments across the globe. And yet, many organizations still struggle to prove that their content efforts are actually driving revenue. Download this guide to learn about content analytics, and how they can help you prove the ROI of your efforts across the sales and marketing funnel.
Posted: 24 Nov 2020 | Published: 24 Nov 2020

Seismic

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

NWN Experience Management Platform: What to know
sponsored by NWN Corporation
WEBCAST: NWN recently enhanced their NWN Experience Management Platform (EMP) for their 1,300+ customers, to help them achieve real-time visibility and control, and self-service capabilities. Learn about their EMP platform in this webinar, which also includes a quick demo of the solution.
Posted: 18 Nov 2020 | Premiered: Nov 18, 2020

NWN Corporation

The Total Economic Impact™ of ServiceNow Customer Service Management for Communication Service Provider Organizations
sponsored by ServiceNow
RESOURCE: Examine this infographic to see how CSPs are using ServiceNow’s customer service solution to improve experiences, and achieve results including 170% ROI, 7-month payback, $20.3M total benefits, better SLA satisfaction rates, and more.
Posted: 17 Nov 2020 | Published: 01 Aug 2020

ServiceNow

Aws Personalize Brings The Power Of Amazon To Everyone
sponsored by SoftServe
WHITE PAPER: Learn about Amazon Personalize and how you can get started with it today in this white paper.
Posted: 17 Nov 2020 | Published: 17 Nov 2020

SoftServe

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

Customer service for communications service providers
sponsored by ServiceNow
EBOOK: For telecom organizations, delivering an exceptional customer experience is as important as making sure their network is operating normally. Read this eBook to see how using a customer service management solution, like ServiceNow’s, can help CSPs provide proactive customer service, boost overall resiliency, and more.
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

The connected retail store
sponsored by Bosch
WHITE PAPER: Digitization, IoT, and the availability of an abundance of data are opening up new possibilities for the retail industry. Read this white paper to learn how IoT can help retailers improve operational efficiency and customer experience.
Posted: 13 Nov 2020 | Published: 13 Nov 2020


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

Emojis, WISE women, and the battle with fake online reviews
sponsored by ComputerWeekly.com
PODCAST: In this episode, the lead up to an end-of-year General Election has Brian McKenna, Caroline Donnelly and Clare McDonald discussing politicians launching their own emojis, as well as the abuse many female politicians face online. The team also ponders whether online voting could be on the horizon for the UK.
Posted: 13 Nov 2020 | Premiered: Nov 13, 2020

TOPICS:  CRM
ComputerWeekly.com

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

The Evolution of the Digital Experience
sponsored by Progress Software, Inc.
EBOOK: Every company is under pressure to provide a top-notch digital experience for their customers. To see where organizations really stand in terms of delivering on these expectations, Progress Software commissioned a survey of over 900 business leaders. Review their key findings in this eBook.
Posted: 11 Nov 2020 | Published: 11 Nov 2020

Progress Software, Inc.

Announcing New Contact Center Services Offering
sponsored by AWS BizCloud
RESOURCE: Recently, cloud technologies vendor, BizCloud Experts, announced a new service designed to help ease the complexities of contact center cloud migration. This brief blog post explores their new offering in-depth. Read on to learn more.
Posted: 11 Nov 2020 | Published: 11 Nov 2020

AWS BizCloud

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
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