Customer Analysis

RESEARCH CONTENT: 76% of the respondents surveyed by IDG and Comcast said they are feeling pressure from multiple sources in the organization to deliver digital CX. Learn why transforming CX is a top digital priority for many organizations, and why IDG says IT will play a key role in this blog post.

Posted: 04 Feb 2020 | Published: 04 Feb 2020

WEBCAST: IVRs are central to many contact center strategies yet outdated systems can easily frustrate customers. So, what does it take to build a modern IVR with conversational AI, for example? Tune into this webcast to learn how and to view a demonstration of the process.

Posted: 29 Jul 2020 | Premiered: Jul 29, 2020

WHITE PAPER: For companies seeking valuable data, it is obvious special offers and personalization only go so far. First, you must demonstrate that you’re satisfying privacy concerns. Read on to learn how you can assuage these concerns and provide a superior customer experience—by using data to create insight, and providing your customers with peace of mind.

Posted: 25 Jun 2020 | Published: 28 Aug 2019

RESOURCE: Health emergencies, like COVID-19, often bring about changes in consumer behavior—which, in turn, affects many organizations’ operations. So, how should you plan for the next few months? Start by downloading this blog post, which offers tips for insights and analytics teams as they try to define a “new normal.”

Posted: 27 Mar 2020 | Published: 27 Mar 2020

WHITE PAPER: Access this white paper to learn about the 31-criterion evaluation of the 10 most significant B2C commerce suite providers and see how they compared.

Posted: 25 Jun 2020 | Published: 24 Jun 2020

EGUIDE: In [this expert e-guide], read about how one emergency response software company integrated a CRM platform, resulting in major time-saving efficiencies – most importantly, an improved process that enables the company to sell product licensing. Also read about a lumber executive who recently bought into a successful social CRM.

Posted: 26 Nov 2012 | Published: 26 Nov 2012

WHITE PAPER: ServiceNow recently commissioned Forrester Consulting to conduct a Total Economic Impact (TEI) study. It examines the potential ROI from ServiceNow Customer Service Management for enterprises in the communication sector. Explore the key findings in this white paper.

Posted: 23 Jun 2020 | Published: 23 Jun 2020

WHITE PAPER: Geocoding determines location by linking longitude and latitude coordinates with street address data. By identifying your best customers’ location and defining how to reach them most effectively you possess the ultimate decision making tool. Utilize the power of location intelligence to know the location of your customers, partners and competitors.

Posted: 22 Sep 2010 | Published: 22 Sep 2010

EBOOK: This expert e-book outlines the leading challenges in delivering great customer experiences via mobile and social channels. Discover how to achieve your mobile and social CRM goals with a four-point business strategy.

Posted: 28 May 2015 | Published: 28 May 2015

EGUIDE: Call center agents need to be able to access customer account information, but historically they have struggled to do so. In this guide, explore how Service Cloud can help you streamline your agents' access to critical customer information, and how the platform's UI and Lightning development architecture play large roles in that.

Posted: 21 Jul 2016 | Published: 19 Jul 2016