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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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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

Modernizing Customer Service for the Digital Economy: Best Practices
sponsored by ServiceNow
EBOOK: With the information provided in this e-book, learn how to transform your customer service with featured industry best practices, and compare your customer service strategy against ServiceNow's modern customer service checklist.
Posted: 18 Mar 2019 | Published: 31 Dec 2018

ServiceNow

Fighting CNP Fraud in Online Electronics Sales
sponsored by Riskified
WHITE PAPER: With the information provided in this report, discover why addressing fraud is key to scaling operations, expanding internationally, improving CX, and competing against industry giants in the online marketing world.
Posted: 15 Mar 2019 | Published: 15 Mar 2019

Riskified

Digitally Transform Customer Service Management
sponsored by ServiceNow
EBOOK: Choosing the right customer service platform can be complex, which is why ServiceNow looped together 5 best practices to help you make the right decision. Download this e-book to uncover expert tips and discover why self-service, automation, and multi-channel support are essential for your next customer service platform.
Posted: 14 Mar 2019 | Published: 31 Dec 2018

ServiceNow

Artificial Intelligence & Intelligent Technologies: 3 Strategies for Driving Customer Service Innovation
sponsored by ServiceNow
WHITE PAPER: In this white paper, discover how intelligent technologies and AI are transforming the world of customer service, and explore 3 strategic uses of intelligent technologies proven to drive customer service innovation.
Posted: 14 Mar 2019 | Published: 31 Dec 2018

ServiceNow

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

Trends in Customer Trust
sponsored by Salesforce
RESEARCH CONTENT: As lines between digital and physical worlds blur, today's customers demand deeply relevant, personalized experiences across devices, channels, and interactions. Download this research brief to explore why trust is foundational to CX and what businesses can do to foster trust while meeting the demands for tailored engagement.
Posted: 11 Mar 2019 | Published: 11 Mar 2019

Salesforce

Trends Elevating the Customer Experience in Travel & Transportation
sponsored by Salesforce
RESEARCH CONTENT: Download this report to explore how travel, transportation, and hospitality companies that focus on personalized, contextualized, and proactive engagement can thrive in this new customer era.
Posted: 11 Mar 2019 | Published: 11 Mar 2019

Salesforce

The Value of Customer Support Across Your Organization
sponsored by Squelch
EBOOK: As customer experience becomes a key differentiator for businesses in today's competitive landscape it takes a company-wide, integrated approach to equip support agents with the knowledge they need to deliver the quality of services your customers demand. Download this e-book to explore what this looks like in practice.
Posted: 11 Mar 2019 | Published: 11 Mar 2019

Squelch

State of Service: Insights and trends from over 2,600 global service trailblazers
sponsored by Salesforce
EBOOK: What makes a high performing customer service team? In this 57-page report from SalesForce, discover what 2,600 customer service professionals from around the globe have to say about the hallmarks of exceptional customer service, and unlock the secrets to becoming a top performing customer service team.
Posted: 08 Mar 2019 | Published: 08 Mar 2019

Salesforce

How B2B SaaS Companies Are Using Email to Engage with Their Customers
sponsored by SparkPost
WHITE PAPER: You don't have to work so hard to activate, engage and retain customers through email. Download this report to explore how 124 e-commerce and software executives are using application and product-generated emails to reach their customers, and explore how SparkPost's email delivery platform can help.
Posted: 22 Feb 2019 | Published: 31 Dec 2018

SparkPost

Embedded Analytics Are a True Multiplier to the Value of Your Application
sponsored by Yellowfin
WHITE PAPER: Download this white paper to learn how the dependence on analytics will impact your business processes, and explore a checklist of what to look for in an embedded analytics provider.
Posted: 14 Feb 2019 | Published: 14 Feb 2019

Yellowfin

Maximize Customer Engagement for Maximum Revenue Growth
sponsored by LogMeIn, Inc.
WHITE PAPER: There is a direct correlation between quality customer engagement and support, and quantifiable business outcomes. However, most organizations have not evolved their customer engagement strategy for today's digital world. In this white paper, learn about the customer engagement material model.
Posted: 12 Feb 2019 | Published: 12 Feb 2019

LogMeIn, Inc.

How Unified Search Can Help Your Organization Manage All of Its Knowledge
sponsored by Attivio, Inc.
WHITE PAPER: Today's cutthroat global business environment is placing a premium on customer loyalty—but how do you get it? In this white paper, uncover how a powerful, unified enterprise search tool can help businesses maintain customer loyalty and enhance customer experiences. Download this white paper to learn more.
Posted: 08 Feb 2019 | Published: 08 Feb 2019

Attivio, Inc.

5 Must-Haves for Compelling Customer Engagement
sponsored by Xpertdoc
EBOOK: How do you create compelling customer engagement? In this e-book, uncover 5 essential strategies for driving customer engagement with digital document creation and management. Download now to get started building your customer engagement strategy, and explore the benefits of a personalized approach.
Posted: 08 Feb 2019 | Published: 08 Feb 2019

Xpertdoc

The Blueprint for Your Self-Service Journey Map
sponsored by Coveo
WHITE PAPER: According to a Forrester survey, 25% of customers will abandon a brand if met with sub-par self-service, the worst part? They'll tell their friends about it too. Prevent the embarrassment by exploring these 7 steps to a flawless self-service customer experience, and secure your brand.
Posted: 07 Feb 2019 | Published: 07 Feb 2019

Coveo

inQuba Delivers Context for Enhanced Customer Experience
sponsored by TIBCO
CASE STUDY: In this case study, learn how inQuba America was able to use TIBCO to successfully exchange data with clients' core operational and financial systems, get an in-depth view of how customers interact with their business, and more.
Posted: 04 Feb 2019 | Published: 31 Dec 2016

TIBCO

Why You Need Intelligent Search To Scale And Optimize Customer Support
sponsored by Attivio
EBOOK: Intelligent search can help organizations build 360-degree customer profiles and manage changing customer expectations. Download this white paper to discover how intelligent search can help your business build customer loyalty and leverage the powers of AI.
Posted: 31 Jan 2019 | Published: 31 Jan 2019

Attivio

7 Things to Consider Before Moving to a Cloud Contact Center
sponsored by Mitel Networks Limited
WHITE PAPER: In today's hyper-connected world, contact centers have to adapt to a multitude of channels and changing customer expectations. Download this white paper to discover the pros and cons of an on-site and cloud-based contact center, and learn how both models can help you deliver optimal CX to today's mobile consumer.
Posted: 22 Jan 2019 | Published: 31 Dec 2018

Mitel Networks Limited

Salesforce for Small Business
sponsored by Salesforce
RESOURCE: Growing businesses need a strong CRM application, and for small businesses looking to keep up, a CRM can help you stay ahead. With tools that help you manage all of your customer information in one place — CRM software can give SMBs a leg-up where they need it most. Read on to learn more about how your business could benefit from CRM.
Posted: 21 Jan 2019 | Published: 21 Jan 2019

Salesforce

Customer Experience 2019: What's Hot and What's Not?
sponsored by British Telecommunications PLC
WHITE PAPER: The next 12 months are going to be turbulent for businesses looking to improve their overall CX, according to Dr. Nicola Millard, head of customer insight and futures at British Telecommunications. Download this white paper to learn more about the 3 trends causing CX volatility, and discover how to avoid the impending storm.
Posted: 18 Jan 2019 | Published: 18 Jan 2019

British Telecommunications PLC

Deliver a Better Customer Experience Without Paying the Price
sponsored by British Telecommunications PLC
WHITE PAPER: Cloud contact centers can improve the customer experience and cut costs, so what's stopping you? In this white paper, gain expert insight necessary in overcoming the 3 common challenges of moving to a cloud contact center, and learn how to get started.
Posted: 16 Jan 2019 | Published: 16 Jan 2019

British Telecommunications PLC

Recommendation Metrics: Which One Should You Recommend?
sponsored by Concentrix
EBOOK: The net promoter score (NPS) schism has begun, leaving many businesses asking if their NPS is overhyped—and unreliable. In this e-book, learn about the NPS divide, and how digital disruption is changing the one-size-fits-all model of existing CX measurement tools.
Posted: 11 Jan 2019 | Published: 11 Jan 2019

Concentrix

How to Become a CX Superhero: All You Need to Know
sponsored by Concentrix
EGUIDE: If your VOC program is falling flat, you are not alone. CX teams are often too small and bogged down with administrative tasks to spend as much time as they need on customers. This e-book will teach you how to free up your CX team to do what is really important for your business – maintaining CRM.
Posted: 09 Jan 2019 | Published: 01 Jan 2019

Concentrix

E-Book: Advancing Digital Maturity in Financial Services
sponsored by Akamai Technologies
BOOK: Download this e-book for guidance on how financial institutions can meet and exceed these expectations, while also reaping bottom-line rewards, by mastering security, trust, and digital experience.
Posted: 20 Dec 2018 | Published: 20 Dec 2018

Akamai Technologies
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