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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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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

Infographic: 2019 Europe IT Priorities - Business Applications
sponsored by ComputerWeekly.com
EGUIDE: In this infographic, we take a look at what the most popular business applications being deployed, the most popular deployment models and the most popular applications being deployed in SaaS mode. Survey results taken from the 2019 IT Priorities survey carried out by ComputerWeekly.com, ComputerWeekly.de and LeMagIT.fr.
Posted: 23 Apr 2019 | Published: 23 Apr 2019

ComputerWeekly.com

Tips to Choose the Right CX Cloud
sponsored by Oracle Corporation
EBOOK: In this e-book, explore how cutting-edge customer experience (CX) cloud platforms have drastically altered customer expectations with features such as personalization and data analytics, and explore your software options with a CX Cloud platform from Oracle.
Posted: 22 Apr 2019 | Published: 31 Dec 2018

Oracle Corporation

State of Branding Report: Key Insights into the Thoughts, Challenges and Priorities of the Modern Brand Marketer
sponsored by Bynder
RESEARCH CONTENT: In this report, discover the thoughts and working habits of the modern marketer. Explore 5 key findings, and dive deeper into the results of this report to unveil invaluable insights into current and future states of branding.
Posted: 15 Apr 2019 | Published: 15 Apr 2019

Bynder

The Core 4 Essential Marketing Technologies
sponsored by Bynder
EGUIDE: Chances are you know 3 of the 4 core essential marketing technologies in use today. But do you know the 4th essential technology for digital transformation? According to Forrester, probably not. Read on to discover the missing ingredient to your marketing success and explore overall considerations for choosing the right technology.
Posted: 15 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

Create a Team of CX Heroes: How to Change the Fabric of Your Company's Culture
sponsored by Concentrix
EBOOK: With this e-book, learn how to create a customer-first culture in the workplace, and uncover a 7-point methodology for making CX and VOC feedback an embedded part of your company's DNA.
Posted: 11 Apr 2019 | Published: 11 Apr 2019

Concentrix

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

Tone Matters! Gain Insights on Sentiment Through Speech Analytics
sponsored by CallMiner
VIDEO: In this webinar, discover the value speech analytics can bring to your organization. Glean expert insight from industry experts, and explore real-world use cases from those already employing speech analytics within their organizations.
Posted: 02 Apr 2019 | Premiered: 30 Jun 2018

CallMiner

Achieve Optimal Contact Center Efficiency & Agent Performance with Speech Analytics
sponsored by CallMiner
WHITE PAPER: In this white paper, explore how interaction analytics can help your organization increase efficiency and improve CX. Discover the core capabilities of interaction analytics, and review the best practices you'll need to get your to make your contact center transformation.
Posted: 02 Apr 2019 | Published: 31 Dec 2018

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

The Benefits of an Omnichannel Contact Center
sponsored by West IP Communications
EGUIDE: In this guide, discover the value an omnichannel contact center can bring to your organization, and explore the key differences between a multichannel and omnichannel customer service strategy.
Posted: 29 Mar 2019 | Published: 29 Mar 2019

West IP Communications

Hyper-Growth Company?
sponsored by Onfido
RESOURCE: In a hyper-growth industry like the sharing economy, it can be difficult to balance security against scale. But to continue growing long-term, it's crucial. If you're struggling to build trust and integrity in your business, download this resource for 4 things you can add to your to-do list today.
Posted: 29 Mar 2019 | Published: 29 Mar 2019

Onfido

How to Improve Sales Effectiveness in Contact Centers with Interaction Analytics
sponsored by CallMiner
EBOOK: In this white paper, explore how interaction analytics can make contact center operations more intelligent, and uncover the best practices needed to gain insight into your customers and drive sales.
Posted: 29 Mar 2019 | Published: 31 Dec 2018

CallMiner

Customer Experience Trends Report 2019
sponsored by Zendesk
RESEARCH CONTENT: In this research report, uncover how 45,000 businesses around the world are tackling customer support related issues with the incorporation of new technology, and learn how AI, analytics, omnichannel support are influencing the success of customer support related experiences.
Posted: 28 Mar 2019 | Published: 28 Mar 2019

Zendesk

Digital Journeys: 4 Mistakes You're Making, and How to Fix Them
sponsored by Concentrix
WHITE PAPER: In this white paper, explore the 4 common mistakes companies make when looking to deliver next-generation CX, and learn how you can fix the mistakes that lead to digital breakdowns and customer aggravation.
Posted: 28 Mar 2019 | Published: 28 Mar 2019

Concentrix

Customer Experience Trends 2019
sponsored by Zendesk
EGUIDE: How can you make sure your customer support team is keeping up with the top technological trends in the industry? In this how-to guide, uncover current leading customer support technology trends, and explore the steps you need to take in order to implement them successfully.
Posted: 27 Mar 2019 | Published: 27 Mar 2019

Zendesk

State of Service: Insights and Trends from over 3,500 Service Leaders and Agents Worldwide
sponsored by Salesforce
RESEARCH CONTENT: In this research report from Salesforce, uncover what over 3,500 customer service agents and decision makers around the world are doing to secure digital transformation, and uncover
Posted: 26 Mar 2019 | Published: 26 Mar 2019

Salesforce

Trends in Retail and Consumer Goods Marketing
sponsored by Salesforce
RESEARCH CONTENT: In this research report from Salesforce, explore how nearly 900 retail and consumer goods marketing leaders from around the world are offering personalized shopping experiences to their customers, and discover how AI is helping them tailor each unique shopping experience to their needs.
Posted: 26 Mar 2019 | Published: 26 Mar 2019

Salesforce

How Established Companies Win with Digital Transformation
sponsored by Zendesk
EGUIDE: In this guide, explore how enterprise companies the early stages of their digital transformation can better understand the next steps of their digital transformation journey, and uncover what separates customer experience leaders from the rest of the pack.
Posted: 25 Mar 2019 | Published: 25 Mar 2019

Zendesk

How To: Address Churn with Predictive Analytics
sponsored by Dataiku
WHITE PAPER: Churn is when a company loses a customer - and mostly every business will have to deal with this sooner than later, because it has the power to plateau growth. Read this white paper to learn how to use predictive analytics to predict and prevent customer loss.
Posted: 25 Mar 2019 | Published: 31 Dec 2018

Dataiku

Deliveroo : A Zendesk Success Story
sponsored by Zendesk
CASE STUDY: In this video, explore how food delivery service, Deliveroo, uses Zendesk Support to maintain operational efficiency, improve CX, and deliver positive employee experiences.
Posted: 25 Mar 2019 | Published: 25 Mar 2019

Zendesk
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