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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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How the Right Visual Engagement Technology Creates An Effortless And Secure Customer Experience In A Remote World
sponsored by LogMeIn Rescue
RESOURCE: Visual engagement (video, screen share, etc) is becoming an increasingly popular way to meet customers’ demands. In fact, 89% of CX professionals say they plan on investing in visual engagement technology in the next year. Learn more about this technology and its use cases in this infographic.
Posted: 28 Aug 2020 | Published: 28 Aug 2020

LogMeIn Rescue

How to Get Started with Sentiment Analysis and Improve Your CX
sponsored by TIBCO
EBOOK: To extract meaning and value from unstructured data, organizations can use sentiment analysis to parse semantics and raw text and better understand customer emotions and desires. Read this eBook to learn how to get started with sentiment analysis and improve CX.
Posted: 28 Aug 2020 | Published: 28 Aug 2020

TIBCO

Drive customer loyalty with connected digital workflows
sponsored by ServiceNow
WHITE PAPER: How confident are you that your service can deliver during uncertain times to keep your business going? In this brief, see how to evaluate your customer service, so you can identify and address broken processes and gaps.
Posted: 28 Aug 2020 | Published: 28 Aug 2020

ServiceNow

Transforming the User Experience through Best-in-Class Support
sponsored by LogMeIn Rescue
WHITE PAPER: Download this white paper for a look at the 3 main customer types and the different approaches and technologies you can use to accommodate them.
Posted: 28 Aug 2020 | Published: 28 Aug 2020

LogMeIn Rescue

Reimagining Healthcare
sponsored by Vonage
WHITE PAPER: Download this guide to learn how using digital communications in healthcare can help you create outstanding patient and practitioner experiences.
Posted: 28 Aug 2020 | Published: 28 Aug 2020

Vonage

Digital Experience Management: the next stage for customer experience efforts
sponsored by ComputerWeekly.com
EGUIDE: The interactions that customers have with companies and employers are increasingly digital in nature.The Covid-19 public health crisis has sped up this trend. Digital Experience Management can be seen as another turn of the CRM screw, but in a context where digital channels are dominant. Discover the next stage for customer experience efforts.
Posted: 25 Aug 2020 | Published: 25 Aug 2020

ComputerWeekly.com

A Marketer’s Guide to Customer Experience
sponsored by Informatica
EBOOK: Download this eBook to explore some of the biggest challenges marketers face, in terms of customer data, and tips for developing an effective data management roadmap.
Posted: 24 Aug 2020 | Published: 24 Aug 2020

Informatica

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

Tropical Smoothie Cafe growth required a new recipe for technology support
sponsored by Capgemini
CASE STUDY: When Tropical Smoothie Café needed a way to provide franchisees with proper IT support, they decided to implement Capgemini’s Agile Store solution. Learn about their experience—and the benefits they’ve realized with Capgemini—in this case study.
Posted: 21 Aug 2020 | Published: 21 Aug 2020

Capgemini

The CIO & The CMO: Transformation in the C-Suite 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

Humanizing the customer experience in telecom
sponsored by Fractal
RESOURCE: Believe it or not, telecommunications organizations are leading the way for digital customer experience strategy. See how telcos are driving digital experiences with personalization and proactive customer service in this blog post.
Posted: 20 Aug 2020 | Published: 20 Aug 2020

Fractal

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

5 Best Practices to Engage the Modern Buyer
sponsored by Highspot
EBOOK: If sales reps want to win over today’s buyers, they must start by providing a great buying experience. And one of the most effective ways to do that is with personalized, insightful content. Explore the 5 best practices for engaging modern buyers and potential prospects in this eBook.
Posted: 12 Aug 2020 | Published: 12 Aug 2020

Highspot

TCPA Compliance: The Essential Guide
sponsored by Quiq
EBOOK: Customer service text messaging just about crafting the perfect message—it’s also about maintaining compliance with regulations like the Telephone Consumer Protection Act (TCPA). Download this eBook for an in-depth overview of TCPA and tips for staying compliant, while still creating a good CX.
Posted: 12 Aug 2020 | Published: 12 Aug 2020

Quiq

7 Reasons Why Your Customers Want to Text You
sponsored by Quiq
WHITE PAPER: Download this white paper to explore the top 7 reasons to invest in a text customer service strategy, and the benefits that offers.
Posted: 12 Aug 2020 | Published: 12 Aug 2020

Quiq

How to Anticipate Customer Needs and Improve Customer Service
sponsored by Quiq
WHITE PAPER: Customer loyalty is a coveted concept, but hard to earn and even harder to keep. Despite the challenges associated with building customer loyalty, customers aren’t unreasonable; in fact, your consumers have a very definite set of expectations. Read on to learn how to anticipate customer needs and meet them as they happen.
Posted: 11 Aug 2020 | Published: 11 Aug 2020

Quiq

Boosting employee & customer morale with meal delivery
sponsored by Uber
WEBCAST: Watch this webinar to explore how providing meals for your employees and customers can improve morale and their overall well-being—while helping to show your appreciation in these turbulent times.
Posted: 11 Aug 2020 | Premiered: Aug 11, 2020

Uber

Boosting Employee and Customer Morale with Meal Delivery
sponsored by Uber
WHITE PAPER: This e-book explores how providing meals for your employees and customers can improve morale and their overall well-being. Read on to learn how to implement a strategy such as this to show your appreciation in these turbulent times.
Posted: 10 Aug 2020 | Published: 10 Aug 2020

Uber

Achieving Project Visibility and Control
sponsored by Unit4
WHITE PAPER: To ensure project profitability (and ultimately company profitability), your organization must play as a team throughout the lifecycle of each project—something that’s often easier said than done. Download this white paper to explore strategies and tools that can help you implement this level of end-to-end teamwork across your organization.
Posted: 10 Aug 2020 | Published: 10 Aug 2020

Unit4

Tyres4U disrupts traditional tire sales models with public cloud
sponsored by Rackspace
CASE STUDY: Read this case study to see how Australian tire company, Tyres4U, was able to build and implement the cloud-based, online retail platform they needed with the help of Rackspace.
Posted: 06 Aug 2020 | Published: 06 Aug 2020

Rackspace

Successfully integrating marketing automation & CRM
sponsored by Rackspace
EBOOK: Integrating marketing automation and CRM systems is often easier said than done and requires a carefully thought-out plan. Read this guide for tips on successfully navigating and getting the most out of your marketing-sales integration journey.
Posted: 06 Aug 2020 | Published: 06 Aug 2020

Rackspace

How to Enable Revenue Teams with Plays that Turn Strategy into Action
sponsored by Highspot
EBOOK: Download this eBook to explore the Guidance Framework by Highspot and how it enables your revenue team to provide value in every conversation, specifically in terms of what to know, say, show, and do in any situation.
Posted: 03 Aug 2020 | Published: 03 Aug 2020

Highspot

Are Your Communications Slowing You Down?
sponsored by Avaya
RESOURCE: 69% of employees waste up to 60 minutes per day navigating between apps. With an overload of apps in today’s businesses, employees are becoming disengaged due to poor user experience, and this disengagement trickles down to your customers. View this infographic for more on why your communications may be slowing you down.
Posted: 31 Jul 2020 | Published: 30 Jun 2020

Avaya

Avon calling: what happens when lockdown eliminates your business model?
sponsored by ComputerWeekly.com
EZINE: In this week's Computer Weekly, global beauty brand Avon explains how it coped with a lockdown dilemma – a door-to-door sales model when its reps couldn't leave home. Our buyer's guide examines the use of artificial intelligence in IT security. And we analyse the government's decision to strip Huawei from the UK's 5G network. Read the issue now.
Posted: 18 Jul 2020 | Published: 21 Jul 2020

ComputerWeekly.com

How to provide responsive customer care for the post COVID-19 world
sponsored by Avanade
EBOOK: Read this guide and learn how to lower costs, protect revenue, increase market share and integrate the voice of the customer by offering responsive customer care.
Posted: 17 Jul 2020 | Published: 17 Jul 2020

Avanade
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