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Customer Loyalty

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ALSO CALLED: Customer Loyalty Programs
DEFINITION: The degree to which customers are predisposed to stay with one company and resist competitive offers.
Customer Loyalty Reports
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CX Program Success: Understanding the REAL Role of VOC Software
sponsored by Concentrix
EBOOK: Many CX pros have incorrect or misaligned expectations on what VOC software will achieve for a business and/or are overwhelmed when it comes to detailing requirements for their software needs. This isn't helped by the sea of vendors and software products overwhelming the market. Read this eBook to learn how to get the most out of VOC.
Posted: 17 Dec 2018 | Published: 30 Nov 2018

Concentrix

How to Make Every Survey a Top Customer Experience
sponsored by Concentrix
WHITE PAPER: Read this white paper to learn the four elements of a brand-building survey program. When you put these four pieces in place, your surveys can become powerful experiences that deepen – rather than damage – your customer's relationship with your brand.
Posted: 17 Dec 2018 | Published: 30 Nov 2018

Concentrix

The Action Gap: What's Causing All the Disappointment in your VOC Program and How to Fix it
sponsored by Concentrix
WHITE PAPER: Sentiment around voice of customer (VOC) software has changed from enthusiasm to disappointment due to their continued failure to deliver on promised ROIs. In this article, learn how you could deliver on missing ROIs by closing the "Action Gap" in your VOC software with 4 simple steps.
Posted: 17 Dec 2018 | Published: 17 Dec 2018

Concentrix

Proactively Responding to the Mobile Shift to Deliver a Better CX
sponsored by West IP Communications
ANALYST REPORT: Digital disruption is changing the market as we know it forever. Businesses can find solace in this, though, as the increasing use and reliance on mobile devices delivers us valuable insights into improving CX. Read this white paper to find out how.
Posted: 17 Dec 2018 | Published: 30 Nov 2018

West IP Communications

Transforming Customer Support with Artificial Intelligence Capabilities
sponsored by Zendesk
RESOURCE CENTER: Download this e-guide to learn about the evolving role of AI in CRM and how chatbots can help enterprises transform their customer service functions. You'll also uncover how AI technologies use customer data to provide valuable insights into emotions, buying behaviors, identities and more to help you take action.
Posted: 07 Dec 2018 | Published: 07 Dec 2018

Zendesk

A Guide to the CX Improvement Landscape
sponsored by West IP Communications
RESEARCH CONTENT: There are many ways to approach CX restructuring. Read these white pages for informed statistics on the most common business practices regarding CX and highlighted areas for improvement and optimization.
Posted: 07 Dec 2018 | Published: 30 Nov 2018

West IP Communications

The Omnichannel Approach to CX
sponsored by West IP Communications
RESEARCH CONTENT: 70% of consumers think the use of bots programmed to respond like agents is acceptable in customer service. Recommendations for digital integration and many more CX improvement tools can be found in these white pages.
Posted: 07 Dec 2018 | Published: 30 Nov 2018

West IP Communications

Bringing an Experimentation Mindset to Personalization
sponsored by Optimizely
WHITE PAPER: Learn how your organization can benefit from delivering more impactful and personalized experiences through experimentation strategy.
Posted: 05 Dec 2018 | Published: 05 Dec 2018

Optimizely

Online Shopping Trends
sponsored by Optimizely
RESOURCE: In this report, explore trends in consumer shopping habits, the challenges of shopping online, and the opportunity for personalization in the customer journey to help your business drive growth.
Posted: 04 Dec 2018 | Published: 04 Dec 2018

Optimizely

Make Your Breakthrough in Customer Engagement
sponsored by Bizagi Ltd
RESEARCH CONTENT: Download this research report to explore insights into the challenges for marketing, customer experience and digital leaders, and 7 steps to digitize customer engagement.
Posted: 03 Dec 2018 | Published: 03 Dec 2018

Bizagi Ltd

Cultivating Customer Loyalty
sponsored by Zendesk
WHITE PAPER: Innovation in customer service, as well as customer experience, always means one thing: advancing our respectful understanding of customer as human beings. So, what's the best ways to cultivate customer loyalty? Download this white paper for some answers, and explore research findings on customers and their decision-making processes.
Posted: 30 Nov 2018 | Published: 30 Nov 2018

Zendesk

Become the Responsive Bank
sponsored by Bizagi Ltd
EBOOK: Download this e-book to learn how digital platform technologies can help your organization spark real change with ease and boost customer advocacy for good, ensuring a seamless omni-channel customer experience.
Posted: 30 Nov 2018 | Published: 30 Nov 2018

Bizagi Ltd

Optimizing Your Online Store
sponsored by Optimizely
RESOURCE: While there's no magic bullet when it comes to the success of your online store, top-performing retailers do have something in common: a growing focus on experience optimization. Find out how experience optimization can help your organization to improve key retail metrics, including purchases, average order value, revenue and more.
Posted: 30 Nov 2018 | Published: 30 Nov 2018

Optimizely

Sharing Identity to Foster Customer Loyalty
sponsored by Zendesk
WHITE PAPER: What's the secret to earning loyal customers? Download this white paper for key takeaways from the research conducted by Dr. Tony Hockley of the London School of Economics and Political Science about the interplay of loyalty and identity.
Posted: 30 Nov 2018 | Published: 30 Nov 2018

Zendesk

Tips for Providing Great Customer Service on Twitter
sponsored by Zendesk
WHITE PAPER: Download this white paper to learn about Twitter's evolving role as an interface for company-customer relations and how organizations can take advantage of the platform's key features to advance the work of customer service teams.
Posted: 27 Nov 2018 | Published: 27 Nov 2018

Zendesk

SAS Analytics for IoT: Connected Customer
sponsored by SAS
RESOURCE: From wearables to cars, to store beacons, IoT has the potential to enhance customer loyalty programs. SAS reports that IoT devices will increase to 20 billion by 2020. How can organizations take advantage of this trend? Read this resource to learn about how SAS could help organizations use IoT to enhance their customer loyalty programs.
Posted: 19 Nov 2018 | Published: 19 Nov 2018

SAS

MSP E-book: Cold Calling Made Easy
sponsored by Datto, Inc.
EBOOK: Read this e-book, designed for MSPs, for tips on warming up your cold calls, 3 techniques for successful sales prospecting, guidance on what to avoid, and more.
Posted: 19 Nov 2018 | Published: 19 Nov 2018

Datto, Inc.

Design-Led Firms Win the Business Advantage: A Focus on CX Strategy and Execution Reaps Rewards
sponsored by Adobe Inc
RESEARCH CONTENT: A well-crafted experience can make the difference between a loyal, repeat customer and one who gives up and walks away unsatisfied. In this Forrester report, explore the hypothesis that embedding design practices in digital CX strategy creates a tangible and measurable business advantage.
Posted: 12 Nov 2018 | Published: 12 Nov 2018

Adobe Inc

Meeting the Fresh Demands of Omnichannel Customers
sponsored by Zendesk
RESEARCH CONTENT: Customers want fast and convenient service, as well as the ability to call, email, or DM for customer service help. Read this resource to learn how to adopt an omnichannel customer support strategy and provide excellent customer service.
Posted: 02 Nov 2018 | Published: 31 Dec 2016

Zendesk

The Role of IT in Banking's Digital Transformation
sponsored by Salesforce
RESEARCH CONTENT: Now more than ever, banking faces challenges in keeping up with evolving technologies. Banks who do not embrace technology risk customer loyalty and compliance issues. Read this research report to discover 7 key findings on the evolving technology and consumer expectations that are changing banking for IT leaders.
Posted: 02 Nov 2018 | Published: 02 Nov 2018

Salesforce

Omnichannel Support Made Easy With Zendesk
sponsored by Zendesk
RESOURCE: For many businesses, keeping up with evolving customer expectations can be difficult. In research conducted by Loudhouse, customers are less patient and expect more from their customer service than they did 3 years ago. Read this resource to learn more about how to evolve with customer service expectations.
Posted: 01 Nov 2018 | Published: 01 Nov 2018

Zendesk

Marketing Trends Across Financial Services
sponsored by Salesforce
RESEARCH CONTENT: Marketing in the financial services industry is facing a loyalty crisis. Financial services must take a very customer-centric approach to business. Read this report to learn more about how companies in the financial services industry are shaping their marketing strategies around the customer experience.
Posted: 01 Nov 2018 | Published: 31 Dec 2016

Salesforce

Zendesk Customer Experience Guide
sponsored by Zendesk
RESOURCE: Companies used to model their customer service around a funnel and thought of their customer service processes as a very linear progression. However, today customer service is far more complicated and unpredictable. Read this resource for more information on how to provide the highest quality customer experience possible within your organization.
Posted: 29 Oct 2018 | Published: 29 Oct 2018

Zendesk

How Fast-Growing Digital Natives Can Innovate and Scale
sponsored by Zendesk
WHITE PAPER: This guide can help support teams that have already mastered the digital landscape (digital natives) understand the best next steps based on their unique profiles and to help them benchmark against their peers. You can also explore top recommendations for improving how digital natives engage with customers.
Posted: 25 Oct 2018 | Published: 25 Oct 2018

Zendesk

Beyond CRM: Rethinking Customer Service in a Connected, Digital Age
sponsored by ServiceNow
RESEARCH CONTENT: In this report, explore how forward-thinking business leaders are redefining the fundamentals of customer service by investing in new strategies, processes, and technology that help drive case volumes down & increase customer loyalty.
Posted: 25 Oct 2018 | Published: 25 Oct 2018

ServiceNow
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