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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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How to use Customer-Level Data to Supercharge Customer Journeys
sponsored by Acoustic
WHITE PAPER: Download this eBook for tips on how to harness customer data and create a CX that will lead to brand loyalty.
Posted: 21 May 2020 | Published: 21 May 2020


PegaWorld 2019 Keynote: VodafoneZiggo - Driving Meaningful Customer Dialogues
sponsored by Pegasystems
WEBCAST: Today’s customers expect more than just reactive problem solving. And they’re not satisfied with only proactive approaches—these customers expect their company to engage in serious dialogue with them. Check out this video to learn how VodafoneZiggo has been able to drive meaning from customer dialogues with the help of Pegasystems.
Posted: 20 May 2020 | Premiered: May 20, 2020


Why the UK Energy Sector needs to give control to its customers
sponsored by Genesys
WHITE PAPER: Access this white paper to discover why disruption is a driving force of the utility landscape and learn 6 priorities for bringing digital to the forefront of your company’s business strategy.
Posted: 19 May 2020 | Published: 15 May 2020


Rising Customer Expectations Drive Adoption of Visual Engagement Tools
sponsored by LogMeIn Rescue
WHITE PAPER: Rescue by LogMeIn commissioned Forrester Consulting to survey CX professionals to dig into the issue. The bottom line: Adopting the right visual engagement technology is critical for brands focused on increasing customer trust and decreasing customer effort as their top CX goals. Learn more about what they found.
Posted: 19 May 2020 | Published: 19 May 2020

LogMeIn Rescue

How to Provide Great Customer Experience as a Remote Workforce
sponsored by Avtex
WHITE PAPER: Working remotely doesn’t require your business to give up certain cornerstones of its brand or compromise performance. In fact, providing your customers with a great customer experience, and everything else your customers expect, is fairly simple. Check out some of these suggestions on how to remain productive and proactive as a remote workforce.
Posted: 19 May 2020 | Published: 24 Mar 2020


Three Ways Chatbots Improve Customer Experience
sponsored by Genesys
EBOOK: Check out this e-book to learn about Genesys’ chatbot which delivers fast and cost-effective business results through blended AI: their seamless combination of bots and automation with humans.
Posted: 15 May 2020 | Published: 15 May 2020


Your Go-To Guide for Web Personalization with Progress Sitefinity
sponsored by Progress Software Corporation Sitefinity
EBOOK: Download this e-book for a refresher of content personalization fundamentals and learn how Progress Sitefinity CMS and Sitefiniity Insight can help manage, organize, and deliver your content.
Posted: 15 May 2020 | Published: 15 May 2020

How you can choose the right digital experience platform, and improve business outcomes
sponsored by Progress Software, Inc.
RESOURCE: Improving your business outcomes in the 21st century cannot be separated from improving your customer's digital experience. Yet, improving your customer's digital experience often seems to be a vague promise. Read this IDC white paper on choosing the right digital experience platform to ensure you're taking the right steps.
Posted: 14 May 2020 | Published: 14 May 2020

Progress Software, Inc.

Vodafone: Transforming to Always-On Customer Engagement
sponsored by Pegasystems
CASE STUDY: Companies like Vodafone have increasingly seen their consumer based expect cross-channel, personalized engagement. While using Pega Marketing to help them achieve this integrated method of communication, Vodafone has seen a 7% increase in ARPU, 22% reduction in commissions, and a 12% increase in offer acceptance. Check out this post to learn more.
Posted: 13 May 2020 | Published: 13 May 2020


Be where your customers need you to be
sponsored by Axway
DATA SHEET: In these unprecedented times, banks must move beyond compliance and adopt a nimble mindset that focuses on the customer’s experience, not just the bank’s process. Access this data sheet to learn about Axway, a customer experience solution that has been helping banks navigate change for the last 20 years.
Posted: 13 May 2020 | Published: 13 May 2020


Iron Mountain Digital Mailroom Service
sponsored by Iron Mountain
PRODUCT OVERVIEW: With Iron Mountain’s Digital Mailroom service, you’ll be able to eliminate paper at your “front door”. Open this solution brief to learn more about Iron Mountain’s Digital Mailroom service, and see how you can get started putting an end to paper now.
Posted: 08 May 2020 | Published: 08 May 2020

Iron Mountain

Making Every Moment Personal, Every Experience Shoppable
sponsored by Adobe Inc
WEBCAST: How can customer experience management help every customer to enjoy the shopping experience with your organization? Watch this webcast from Adobe to find out.
Posted: 07 May 2020 | Premiered: May 7, 2020

Adobe Inc

BT achieves world-class, personal lifecycle management
sponsored by Pegasystems
CASE STUDY: When telecommunications company BT bought EE, how did they harness the data they needed across the 2 organizations to provide customers with a seamless, omni-channel experience? Access this case study to find out.
Posted: 29 Apr 2020 | Published: 29 Apr 2020


Customer Engagement Summit
sponsored by Pegasystems
WEBCAST: Tune into the summit to hear Don Schuerman, CTO & VP of Product Strategy and Marketing at Pega discuss a bold new vision of how organizations can connect customer experiences to intelligent automation that cuts across the enterprise – and beyond.
Posted: 29 Apr 2020 | Premiered: Apr 29, 2020


How to Build a Global Commerce Ecosystem
sponsored by Acquia, Inc.
EBOOK: Building a world-class commerce website is no easy feat requiring the perfect blend of people, process, and technology. Access this e-book to learn how to build a ‘best-for-you’ technical solution with the Acquia Platform.
Posted: 28 Apr 2020 | Published: 28 Apr 2020

Acquia, Inc.

CDP Use Cases for Retail
sponsored by Acquia, Inc.
WHITE PAPER: Download this white paper to explore some of the top CDP use cases and best practices for choosing a solution.
Posted: 27 Apr 2020 | Published: 27 Apr 2020

Acquia, Inc.

5 Strategies for Experiential Commerce
sponsored by Acquia, Inc.
WHITE PAPER: This e-book highlights five strategies for experiential commerce to help close the content and commerce integration gap—from uniting your marketing and merchandising functions to moving towards the omnichannel. Download now to discover these essentials and to put them to use in your enterprise.
Posted: 24 Apr 2020 | Published: 24 Apr 2020

Acquia, Inc.

Are You Leveraging Your Customer Behavior Data to Maximize Results?
sponsored by Outlier
RESOURCE: Access this infographic to view recent trends in customer behavioral data analysis in organizations like yours and to discover how to generate actionable insights of your own.
Posted: 23 Apr 2020 | Published: 23 Apr 2020


Customer Behavior Data: Opportunities, Challenges & the Reality
sponsored by Outlier
WHITE PAPER: How can your business take advantage of customer behavioral data? Read this e-book to find out. Inside, you’ll find guidance on how to gleam business-critical results from customer behavior data, 3 use cases, and how to overcome any challenges in your path.
Posted: 22 Apr 2020 | Published: 22 Apr 2020


Implications of COVID-19 on Cable TV & Streaming Business
sponsored by Fractal
RESOURCE: Read this blog post to explore the predicted implications of COVID-19 on cable TV and streaming businesses, and how you can develop a differentiated customer management strategy by combining AI and behavioral science.
Posted: 17 Apr 2020 | Published: 17 Apr 2020


Digital Communications in Financial Services
sponsored by Vonage
WHITE PAPER: Leading financial companies know that a good customer experience is crucial to keeping customers happy and loyal, and that the best customer experiences don’t end when the customers walk out your doors. Read on to see how digital communications and modern apps are being used to grow the customer experience to new heights.
Posted: 25 Mar 2020 | Published: 25 Mar 2019


How MTM Leveraged Customer Feedback to Improve CX with CallMiner
sponsored by CallMiner
VIDEO: MTM is a leading non-emergency medical transportation broker that sometimes struggles to properly leverage customer feedback. Luckily, that changed after implementing CallMiner. Watch this video to learn about MTM’s experience and the benefits they’ve achieved with the new solution.
Posted: 23 Mar 2020 | Premiered: 23 Mar 2020


For Raiffeisen, investing in digital meant investing in the future of the company
sponsored by Adobe Inc
CASE STUDY: With the goal of delivering countless website variations while optimizing customer experiences, Swiss bank Raiffeisen turned to Adobe and their Experience Cloud. Learn about their experience and the 4 key benefits they achieved in this white paper.
Posted: 16 Mar 2020 | Published: 16 Mar 2020

Adobe Inc

Decoding AI: Make Your Customer Service Organization a Competitive Differentiator
sponsored by Coveo
WEBCAST: By leveraging the power of AI, organizations can finally unlock key data and information from their organization. Watch this webcast to help understand AI in the context of your business, assess your organizations readiness for AI, learn how to prioritize machine learning, and evaluate the potential for AI to deliver ROI to your business.
Posted: 11 Mar 2020 | Premiered: Mar 11, 2020


2020 Digital Trends in Asia Pacific
sponsored by Adobe Inc
EBOOK: To encourage CX prioritization, it is crucial to learn about 2020 developments that will inform their marketing strategy. Read this e-book to discover 3 key developments for APAC marketers that, along with technology investments do just that.
Posted: 06 Mar 2020 | Published: 06 Mar 2020

Adobe Inc
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