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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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Real-Time Retail in Asia Pacific: Ensuring Exceptional Customer Experience in an Always-On World
sponsored by PagerDuty
RESOURCE: To be successful, e-retailers need to ensure high availability and functionality across complex, interconnected services such as payment gateways, inventory and order management, and website and mobile apps. Get tips on how to do that and provide the best possible CX with PagerDuty in this blog post.
Posted: 04 Jun 2020 | Published: 04 Jun 2020

PagerDuty

Why Service Design is the Key to Delivering Outstanding Customer Experiences
sponsored by Intrado
WHITE PAPER: Learn about the key role service design plays in delivering outstanding customer experiences, and how to get started in this white paper.
Posted: 04 Jun 2020 | Published: 04 Jun 2020

Intrado

2020 Global Customer Experience Benchmarking Report
sponsored by NTT
EBOOK: Access this ebook to learn how to remain relevant in a complex, changing environment by adhering to 6 CX recommendations and discover the 4 attributes that the top CX performers all possess.
Posted: 03 Jun 2020 | Published: 03 Jun 2020

NTT

Maximize Revenue Opportunity with Contact-Level Intent Data
sponsored by TechTarget
WEBCAST: Are you aligned to maximize customer revenue across marketing, sales, and customer success? Having the right data and insights will help. In this webinar, get expert tips how to use intent monitoring and the data collected to maximize opportunity capture across the entire revenue lifecycle, and deliver a seamless customer journey.
Posted: 01 Jun 2020 | Premiered: Jun 1, 2020

TechTarget

Build for Change: A New Era of Customer Engagement
sponsored by Pegasystems
WEBCAST: Pega provides an always-on, digital customer brain that allows you to put your customer squarely in the center of your business across marketing, sales and service interactions. Find out how they achieve that in this brief video.
Posted: 28 May 2020 | Premiered: May 28, 2020

Pegasystems

Critical Capabilities for the CRM Customer Engagement Center
sponsored by Pegasystems
RESEARCH CONTENT: Customer service and support applications are being applied to a broad range of use cases as organizations invest in their digital strategy. Application leaders supporting CRM and customer experience can use this Gartner report to shortlist vendors and their product capabilities for further evaluation. Click below to access your copy.
Posted: 27 May 2020 | Published: 27 May 2020

Pegasystems

Beyond Proofs of Concept
sponsored by Telstra
WHITE PAPER: A radical shift in mindset is required by water operators in the evolution towards modern utilities. As part of this journey, water operators have recognized the need to adopt new digital technologies. IoT is a critical part of this digital mix. Download this white paper to learn more.
Posted: 27 May 2020 | Published: 27 May 2020

Telstra

Coronavirus: Contactless limit rises as retailers make point-of-sale changes
sponsored by Zones, Inc.
EGUIDE: The spending limit for contactless card payments has increased from £30 to £45 this week in the UK, with the continuing Covid-19 coronavirus crisis accelerating a move that was already in the planning. Learn about the benefits and implications of this increase in this expert guide.
Posted: 26 May 2020 | Published: 26 May 2020

Zones, Inc.

The CallMiner Churn Index 2020
sponsored by CallMiner
RESEARCH CONTENT: Two years ago, CallMiner commissioned a survey to find out why US consumers leave providers. What they uncovered was a switching epidemic – with call centers playing a pivotal role in whether consumers stay loyal or decide to switch. This year, they decided to repeat the exercise to see what’s changed. Explore the results in this report.
Posted: 26 May 2020 | Published: 26 May 2020

CallMiner

Swedbank: Personalized Banking Across All Channels
sponsored by Pegasystems
CASE STUDY: In the last decade, FSI Swedbank has seen a significant shift in how they interact with customers—processing 5 million digital customer interactions every day, with the majority via mobile avenues. In order to handle these new interactions, the bank turned to Pega. Learn about their experience and the benefits they achieved in this case study.
Posted: 22 May 2020 | Published: 22 May 2020

Pegasystems

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

Acoustic

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

Avtex

Create High-Value Customer Experiences in the Field like HP Indigo
sponsored by ServiceNow
WEBCAST: Watch this webinar to hear from Jonathan Zur, Service Program Manager at HP Indigo, as he explains how product uptime and customer satisfaction improved after ServiceNow helped the company enlist field service engineers as mobile case agents who could schedule their own visits.
Posted: 18 May 2020 | Premiered: May 18, 2020

ServiceNow

Build for Change: End-to-End Automation
sponsored by Pegasystems
VIDEO: How can your organization put customer outcomes front and center while incorporating end to end robotic automation? Access this video from Pega to learn more.
Posted: 18 May 2020 | Premiered: 18 May 2020

Pegasystems

4 Keys to Creating Customer Centricity in the Cloud
sponsored by Avtex
WEBCAST: Watch this webinar for tips on how to build a true culture of customer centricity in your organization and explore some of the key CX trends of 2020.
Posted: 18 May 2020 | Premiered: May 18, 2020

Avtex

Building the Network for the Retail Store of the Future
sponsored by VeloCloud, now part of VMware
WHITE PAPER: Retail organizations face distinct challenges in their efforts to deliver a superior experience to every customer, regardless of how, where, and when they are shopping. In this white paper, learn how VMware SD-WAN by VeloCloud can help retailers better engage with customers and enhance their shopping experience.
Posted: 15 May 2020 | Published: 15 May 2020

VeloCloud, now part of VMware

IDC Vendor Spotlight: Enhancing the Customer Experience Through Data-Driven Assurance, AI, and Automation
sponsored by ServiceNow
WHITE PAPER: While many businesses have always emphasized improving the customer experience, this philosophy is now spreading to the B2B market as well. But if experience is king, how can you build it the right throne? Check out this IDC white paper and learn how building the right customer experience requires building the right platform—and more.
Posted: 14 May 2020 | Published: 01 Jan 2020

ServiceNow

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

Axway

Teleflora’s Business Blooms with NICE inContact CXone
sponsored by NICE inContact
CASE STUDY: Teleflora is a floral wire service that brokers orders from customers to local florists for delivery. As the company expanded, they realized the on-premises PBX they had previously relied on in contact centers would not be enough. Read this case study to learn how NICE inContact helped the company meet customer demands with a cloud contact center.
Posted: 11 May 2020 | Published: 11 May 2020

NICE inContact

Delivering on the Promise of a Great Customer Journey
sponsored by Progress Software Corporation Sitefinity
WHITE PAPER: Customer satisfaction and customer relationship management are crucial components to any successful business strategy, and businesses are realizing this—about 2/3 of organizations have customer experience initiatives underway. Read on to learn more about customer expectations, market trends, and business strategies about customer satisfaction.
Posted: 05 May 2020 | Published: 01 Jan 2020


Savvy Businesses Lead with a Digital Experience Platform
sponsored by Progress Software Corporation Sitefinity
WEBCAST: Learn why experts say a DXP should be the foundation of your digital transformation strategy in this webinar.
Posted: 04 May 2020 | Premiered: May 4, 2020


Future-Proof Your Digital Experiences
sponsored by Progress Software Corporation Sitefinity
WEBCAST: Digital transformation is frequently touted as a necessary initiative, but what exactly is it addressing? For many businesses, digital transformation is a process focused on overhauling and improving the user experience. Watch this webcast to learn how digital transformation affects the customer experience and prepares it better for the future.
Posted: 30 Apr 2020 | Premiered: Feb 17, 2020


The Convenience Factor: 6 Ways to Capitalize on This Shopper Preference
sponsored by SFG
WHITE PAPER: Now more than ever, convenience — or the lack thereof — has a significant impact on shopper behavior. Download this white paper to explore research on how consumers rate the convenience factor, and 6 ways you can capitalize on this shopper preference.
Posted: 30 Apr 2020 | Published: 30 Apr 2020

SFG

Join the Adventure: Your New Customer Journey is Just Beginning
sponsored by Progress Software Corporation Sitefinity
WHITE PAPER: Although emphasizing the customer experience has been a successful business strategy for centuries, the 21st century customer is more demanding than ever. Rapidly changing communication channels, customer engagement expectations, and more have led to a customer experience expectation in flux. Read on to learn how to navigate this difficult field.
Posted: 30 Apr 2020 | Published: 30 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

Pegasystems
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