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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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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

Zendesk + Lonely Planet: A Customer Support Success Story
sponsored by Zendesk
CASE STUDY: In this case study, explore how travel guide book publisher, Lonely Planet, used Zendesk to engage customers across multiple channels, keep content up-to-date, and build a community of lasting relationships.
Posted: 25 Mar 2019 | Published: 25 Mar 2019

Zendesk

What's Good? Customer Satisfaction Surveys in Zendesk Support
sponsored by Zendesk
VIDEO: In this video, learn about Customer Satisfaction (CSAT) Surveys in Zendesk Support, and find out how to use customer surveys to innovate your customer experience.
Posted: 25 Mar 2019 | Premiered: 25 Mar 2019

Zendesk

Improving the Customer Experience Through Assistive Selling
sponsored by Samsung Electronics
RESOURCE: In this article, explore how the smart application of retail technology is helping physical retailers transform their storefront, and uncover how the application of assistive selling tools are improving CX and driving revenue in the physical retail environments.
Posted: 25 Mar 2019 | Published: 05 Dec 2018

Samsung Electronics

Take a Walk Through the Omnichannel Bank of the Future
sponsored by Samsung Electronics
RESOURCE: Download this article to learn more about the omnichannel effect in retail banking, and find out why banks have the choice to either deliver personalized experiences that span all of their channels or become increasingly outdated.
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

Streamlining Customer Service with In-App Support Solutions
sponsored by Zendesk
WHITE PAPER: The appeal of mobile-based shopping is ultimately the convenience factor - so consumers expect an equally convenient customer service experience. So, how do you meet these modern omnichannel consumer demands? Read this white paper to find out.
Posted: 22 Mar 2019 | Published: 31 Dec 2018

TOPICS:  CRM | Mobile CRM
Zendesk

A Retailer's Guide to Getting Omnichannel Customer Service Right
sponsored by Zendesk
WHITE PAPER: The key is here consistency - less handing around customers from department to department and more knowing what they need before they even ask. This is what omnichannel customer service is about. Read this white paper for more information.
Posted: 22 Mar 2019 | Published: 31 Dec 2018

TOPICS:  CRM
Zendesk

The Total Economic Impact of Algolia
sponsored by Algolia
RESEARCH CONTENT: Download this Total Economic Impact research report from Forrester to uncover the benefits, costs, and risks associated with deploying Algolia's search and discovery tools, and examine how 4 organizations were able to improve customers' search experience.
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

Using intelligent search for CX optimization: Case Study
sponsored by Algolia
CASE STUDY: In this case study, explore how Algolia redesigned WW's user experience through a comprehensive analysis of WW's programs, platforms, and technologies to deliver a personalized CX through search technology.
Posted: 20 Mar 2019 | Published: 20 Mar 2019

Algolia

Mobile E-Commerce Experience
sponsored by Algolia
WHITE PAPER: Amazon reported that nearly 70% of its customers bought their items from a mobile device. Read this white paper for 6 major design pitfalls in mobile UX and how to prepare a revenue driving search function.
Posted: 19 Mar 2019 | Published: 31 Dec 2018

TOPICS:  CRM
Algolia

The True Cost of Building Your Enterprise Search
sponsored by Algolia
WHITE PAPER: When it comes to implementing search on your company site, do you build or buy?This cheat sheet will help you quickly weigh the pros and cons of both options - download it now.
Posted: 18 Mar 2019 | Published: 31 Dec 2018

TOPICS:  CRM
Algolia

Innovative User Experience for Improving e-commerce Conversion Rates
sponsored by Algolia
WHITE PAPER: Poor search experiences can be costly. Forrester states, 43% of site visitors go immediately to search boxes. Then, if they can't find what they're looking for, they'll go to a competitors site. Read this white paper for more information.
Posted: 18 Mar 2019 | Published: 31 Dec 2018

TOPICS:  CRM
Algolia

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

Computer Weekly – 19 March 2019: How IT leaders should work with marketing
sponsored by ComputerWeekly.com
EZINE: In this week's Computer Weekly, experts advise on how IT and marketing chiefs can work together to deliver a high-quality customer experience. We examine how supercomputers are transforming science by processing large-scale data analytics. And we look at a key ethical aspect of AI – how to explain the decisions an AI makes. Read the issue now.
Posted: 15 Mar 2019 | Published: 15 Mar 2019

ComputerWeekly.com

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

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 Sales: Insights and Trends from over 2,900 Sales Professionals Worldwide
sponsored by Salesforce
RESEARCH CONTENT: Technology is pushing customer expectations to all-time highs, and sales organizations into uncharted territory. With this research report, discover how 2,900+ sales professionals and leaders are coping with changes to their industry, and learn how AI and data-driven insights are helping sales teams meet customer expectations around the globe.
Posted: 12 Mar 2019 | Published: 12 Mar 2019

Salesforce

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

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

Best Practices for Service Management: 5 Ways to Increase Client Satisfaction and Profits
sponsored by ConnectWise
EBOOK: Download this e-book for 5 methods of improving service management to increase client satisfaction and a discussion on the benefits of using a professional services automation (PSA) solution with remote monitoring and management.
Posted: 08 Mar 2019 | Published: 31 Dec 2018

ConnectWise

SLAs: The Foundation for Stronger Customer Relationships
sponsored by ConnectWise
EBOOK: Keeping this in mind, this e-book on SLAs illustrates 13 areas your SLAs should address, do's and don'ts of establishing SLAs, 5 reasons why it might be time to refresh your SLA, and more.
Posted: 08 Mar 2019 | Published: 31 Dec 2018

ConnectWise

Six Best Practices to Ignite the Customer Experience with IoT
sponsored by SAS
EBOOK: Wouldn't you love to know what your customers wanted before they reached your business? With the Internet of Things (IoT), businesses no longer need to wonder—they have the ability to know. Get started building your IoT strategy for improved CX with advice from this e-book, and discover the 6 best practices you'll need along the way.
Posted: 05 Mar 2019 | Published: 05 Mar 2019

SAS

The Real-Time and Predictive Commerce Playbook
sponsored by SAS
EBOOK: In this e-book, discover how predictive and real-time analytics are helping businesses deliver better customer experiences, and learn how to get started with your real-time and predictive analytics implementation strategy.
Posted: 05 Mar 2019 | Published: 05 Mar 2019

SAS
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