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ALSO CALLED: CIS, Customer Relations
DEFINITION: In customer relationship management (CRM), customer service chat (CSC) is an Internet service that allows the user to communicate in real time with a customer service agent by using an instant messaging (IM) application that's built into the company's Web site. CSC is often part of a "blended media" approach to contact center management, where customer service agents use multimedia routing technology  … 
Customer Interaction Services Reports
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An SAP® Integration Strategy to Empower B2B eCommerce
sponsored by Enosix
WHITE PAPER: Many businesses are struggling to see success with their e-commerce initiatives because they aren’t properly integrated with their SAP ERP system. Read this white paper to learn how you can properly integrate your ERP within your B2B e-commerce experience to provide your customers with the CX and personalization they demand.
Posted: 07 Apr 2021 | Published: 07 Apr 2021

Enosix

Can Chatbots Really Deliver A Better Citizen Experience?
sponsored by Avaya
RESOURCE: As states look to improve their citizens’ digital experiences, they’re faced with budgetary constraints and increasingly high customer expectations. Read this Avaya post to learn how AI-enabled chatbots, on top of other AI powered tools, can save hundreds of thousands of employee hours while helping to ease and accelerate the citizen experience.
Posted: 02 Apr 2021 | Published: 26 Oct 2020

Avaya

Insights & predictions of 1500 customer service leaders
sponsored by Freshworks
EBOOK: 61% of CX survey respondents reported an increase in overall contact volume—and digital connection is driving this growth. Access this survey to learn how leaders are navigating a changing customer service market, what tools are being turned to as companies address staffing shortfalls, how digital engagement can be improved, and much more.
Posted: 30 Mar 2021 | Published: 31 Dec 2020

Freshworks

Complexity Solved through Digital Experiences
sponsored by HCL software
WHITE PAPER: The “new normal” has lit a fuse with clients, members, patients, customers and employers who are demanding digital solutions to meet their complex set of needs. This makes choosing the right digital experience platform a major decision. But are you asking the right questions when deciding?
Posted: 16 Mar 2021 | Published: 16 Mar 2021

HCL software

The Future of Retail with TIBCO Connected Intelligence
sponsored by TIBCO
RESOURCE: Access this infographic to discover how data-driven connected intelligence is allowing retailers to personalize their customer experience, predict purchasing and inventory trends, create omnichannel customer engagement strategies, optimize business processes, and more.
Posted: 15 Mar 2021 | Published: 15 Mar 2021

TIBCO

Mid-Market Grid® for CRM Software
sponsored by Freshworks
ANALYST REPORT: The Grid® for CRM Software compares the top CRM vendors in the market, voted on by real software users, not analysts. Check out this report to see which products and sellers you should have on your radar as you prepare to make a CRM software investment.
Posted: 15 Mar 2021 | Published: 15 Mar 2021

Freshworks

Virgin Atlantic Makes Travel Experiences More Personal
sponsored by Adobe
CASE STUDY: Read this case study to discover how Virgin Atlantic continues to chart a flight path to successful CEM with Adobe—and achieved a 70% increase in marketing channel visibility.
Posted: 15 Mar 2021 | Published: 15 Mar 2021

Adobe

A Blueprint for Enhanced Citizen Experiences
sponsored by Adobe
ANALYST REPORT: In this report, Adobe closely examines how government can move from a one-size-fits-all approach to serving populations digitally and delivering the right information at the right time to individual citizens in 2021 and beyond. Read on to view these critical takeaways.
Posted: 25 Feb 2021 | Published: 31 Dec 2020

Adobe

Succeed With A Single Source For Contact Center Infrastructure And Workforce Engagement Management
sponsored by Genesys
EBOOK: Download this ebook to discover the benefits of choosing a single vendor for call center infrastructure and workforce engagement management, including lowering TCO, improving workforce efficiency, increasing your competitive advantage, and more.
Posted: 24 Feb 2021 | Published: 24 Feb 2021

Genesys

Empathetic Customer Experience - Changing the Thinking
sponsored by Alchemer
WEBCAST: Check out this webcast from Alchemer to hear VP of Customer Experience at IDC and CEO at Alchemer discuss how to build an empathetic relationship between customers and brands, the importance of technology in strengthening customer experience and driving business outcomes, and more.
Posted: 18 Feb 2021 | Premiered: Feb 18, 2021

Alchemer

Video: How Will Customer Experience Change in 2021?
sponsored by Alchemer
WEBCAST: In this webcast from Alchemer, hear the company’s CEO, VP of Customer Success, and Director of Growth Marketing discuss their prediction for how customer experience will change throughout 2021. Access it here to learn 5 trends they have forecasted.
Posted: 18 Feb 2021 | Premiered: Feb 18, 2021

Alchemer

6 Steps To Running A Successful Business In 2020 And Beyond.
sponsored by 8x8, Inc.
EBOOK: In this guide, explore some of the areas you should focus to maintain a healthy business operation, and employee environment.
Posted: 16 Feb 2021 | Published: 16 Feb 2021

8x8, Inc.

Mozilla Gives Employees The Freedom To Solve Problems While Maintaining Enterprise Data Governance And Privacy
sponsored by Alchemer
CASE STUDY: In this case study, discover why Mozilla chose data collection platform Alchemer, and how its helped them gather customer feedback to improve experiences.
Posted: 12 Feb 2021 | Published: 12 Feb 2021

Alchemer

Redefining Success For Voice Of The Customer Programs
sponsored by Alchemer
DATA SHEET: Check out this data sheet to learn the 5 steps of Alchemer’s Net Promoter Score (NPS) customer feedback program and discover the benefits it can bring to your business.
Posted: 12 Feb 2021 | Published: 12 Feb 2021

Alchemer

Product Video Feedback
sponsored by Alchemer
DATA SHEET: Alchemer’s Video Feedback solution lets you collect video responses from your audiences, allowing you to see and hear from them personally. Customers can easily record their answers to your survey, adding a new dimension to your research. Learn more in this product overview.
Posted: 11 Feb 2021 | Published: 11 Feb 2021

Alchemer

The Next 100 Days – The COO’s Return To BAU
sponsored by Sage
WHITE PAPER: As society eventually emerges from COVID, understanding how subtle trends are affecting the business world will be crucial. Check out this white paper to learn about 6 factors that should be on your strategic radar.
Posted: 10 Feb 2021 | Published: 10 Feb 2021

Sage

5 Steps To Becoming Customer-Centric
sponsored by Alchemer
DATA SHEET: Check out this infographic from Alchemer to explore the 5 steps to achieving customer centricity.
Posted: 09 Feb 2021 | Published: 09 Feb 2021

Alchemer

Transform Your Business With Alchemer
sponsored by Alchemer
WHITE PAPER: Today, every organization collects feedback data — but very few act on it. This can be blamed—at least partially—on complex solutions that make it hard to gather actionable insights from data. Enter Alchemer. Learn about Alchemer and how it can help you consolidate and analyze feedback to improve the CX in this white paper.
Posted: 09 Feb 2021 | Published: 09 Feb 2021

Alchemer

4 Key Drivers of Change in Customer Experience
sponsored by ServiceNow
WHITE PAPER: Contact centers are no longer the unresponsive, slow, frustrating call centers of yesteryear. With the help of digital technologies, businesses are able to provide their consumers with new levels of support. Read on to learn 4 key trends, inside and outside the contact center, that are elevating customer experiences to new heights.
Posted: 26 Jan 2021 | Published: 22 Jan 2021

ServiceNow

Improve the Contact Center Customer Experience with Digital Technologies
sponsored by ServiceNow
WHITE PAPER: While the contact center customer experience is generally better than ever, too many businesses are simply purchasing cutting edge solutions without a thoughtful technology strategy— a dangerous game to play. Access this expert guide to learn 4 steps to successful contact center technology implementation.
Posted: 26 Jan 2021 | Published: 22 Jan 2021

ServiceNow

Lancashire Constabulary, HPE Pointnext Services Find Untapped Insights in Audio Data
sponsored by HPE and Intel®
CASE STUDY: Access this case study to see how Lancashire Constabulary engaged HPE Pointnext Services to help the police gain insight into emergency and non-emergency calls to improve efficiency and effectiveness in serving the public.
Posted: 25 Jan 2021 | Published: 25 Jan 2021

HPE and Intel®

The Insights Driving Citizen Contact Centre Transformation
sponsored by Hewlett Packard Enterprise
WHITE PAPER: Check out this white paper to learn about the top challenges facing public sector contact centers and how speech and analytics technology is helping to solve them.
Posted: 25 Jan 2021 | Published: 25 Jan 2021

Hewlett Packard Enterprise

Demand Sensing: Improving Inventory & Customer Fulfillment Levels
sponsored by NexInfo
CASE STUDY: Demand sensing is key to improving inventory and customer fulfillment levels. Just ask one manufacturer, who recently worked with NexInfo to replace E2Open with Oracle Demantra, to improve their demand planning process. Learn about the company’s experience working with NexInfo and the importance of demand sensing in this case study.
Posted: 28 Dec 2020 | Published: 28 Dec 2020

NexInfo

10 Questions to Ask Before Considering A Customer Data Platform
sponsored by Reltio
EBOOK: If you struggle with consolidating, organizing and distributing customer data, you’re not alone—many organizations do. That’s why using a customer data platform (CDP) is so helpful. Download this checklist to review 10 questions that you should consider before implementing a CDP.
Posted: 21 Dec 2020 | Published: 21 Dec 2020

Reltio

Connected Customers. Connected Journeys. Connected Data.
sponsored by Reltio
EBOOK: Read this eBook to learn how you can integrate data into every step of your customer experience strategy, and the benefits that offers.
Posted: 18 Dec 2020 | Published: 18 Dec 2020

Reltio
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