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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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10 Hot-Button CX Topics for Telcos
sponsored by Genesys
RESOURCE: In the digital age of Uber and Netflix, consumers often expect speedy service that meets all their needs. Here are 10 tips to succeed with digital CX.
Posted: 22 Feb 2018 | Published: 22 Feb 2018

Genesys

GDPR, Personalization Strategies, and the Customer View of Data Protection
sponsored by Tealium
RESEARCH CONTENT: In this DataIQ research report, find out how aware customers are of the way data is collected from their digital footprint, as well as how businesses will have to approach their reliance on customer data to deliver personalized customer experiences in light of GDPR compliance.
Posted: 16 Feb 2018 | Published: 31 Dec 2017

Tealium

A Powerful Marketing Technology Duo: Customer Data and Demand-Side Platforms
sponsored by Tealium
WHITE PAPER: Find out how to take a data-driven, customer-centric approach to your marketing strategies with customer data platforms (CDPs) and demand-side platforms (DSPs).
Posted: 15 Feb 2018 | Published: 31 Dec 2017

Tealium

Customer Data Platforms: How they Help you Enable Personalization
sponsored by Tealium
WHITE PAPER: Learn about customer data platforms (CDPs) and find out how to take a data-driven approach to personalization and customer experience management.
Posted: 15 Feb 2018 | Published: 31 Dec 2017

Tealium

How RedMart Powers Customer-Centric Online Shopping Experiences
sponsored by Tealium
CASE STUDY: In this case study, learn about the platform RedMart, a leading online grocery service in Singapore, used to build a holistic view of their customers across channels and optimize their digital marketing initiatives.
Posted: 14 Feb 2018 | Published: 31 Dec 2016

Tealium

The Pressures of Personalization on Marketing Strategies
sponsored by Tealium
RESEARCH CONTENT: In this market insight report, learn about the top channels for personalization, and explore the impact personalization is currently having on brand engagement and the customer experience.
Posted: 14 Feb 2018 | Published: 14 Feb 2018

Tealium

Future-Proof Your Marketing Technology
sponsored by Tealium
WHITE PAPER: Find out how marketers and their teams can attempt to future-proof their architecture by taking a flexibility-first approach that enables seamless data integration, access to unified customer data, analytics, and more.
Posted: 13 Feb 2018 | Published: 31 Dec 2016

Tealium

Brand Uptime: The Key to Unlocking Exceptional Customer Experience
sponsored by ServiceChannel
RESOURCE: Discover how you can apply IoT, artificial intelligence (AI) and machine learning to your facilities to help better serve your customers.
Posted: 12 Feb 2018 | Published: 12 Feb 2018

ServiceChannel

Apps are the Face of Business, but what Impression do they Leave?
sponsored by CA Technologies
WHITE PAPER: Learn about the important role played by a sound app performance management (APM) strategy in cultivating brand trust and engagement across digital channels.
Posted: 05 Feb 2018 | Published: 31 Dec 2017

CA Technologies

Time is of the Essence for Remote Support Teams
sponsored by GoToAssist
CASE STUDY: Explore the stories of 3 companies that implemented a faster, more effective remote support tool enabling them to boost productivity throughout their organizations.
Posted: 02 Feb 2018 | Published: 02 Feb 2018

GoToAssist

How 4 Remote Support Teams Improve Customers' Mobile Experience
sponsored by LogMeIn Rescue
CASE STUDY: Explore how 4 remote support teams improved their customers' mobile experience with the help of remote support software.
Posted: 02 Feb 2018 | Published: 02 Feb 2018

LogMeIn Rescue

Five9 Customer Service Index 2017 Part I
sponsored by Five9
ANALYST REPORT: Explore the first part of the customer service index and learn how consumers view customer support and engagement.
Posted: 02 Feb 2018 | Published: 31 Dec 2017

Five9

MicroScope: Steering IT in the right direction
sponsored by MicroScope
EZINE: An issue looking at the timing of the ideal sales pitch and just what's happening with IoT and the channel.
Posted: 26 Jan 2018 | Published: 26 Jan 2018

MicroScope

2017 State of Global Customer Service Report
sponsored by Microsoft
RESEARCH CONTENT: In this global report on the state of customer service, explore how CX expectations vary by age group and region. Take note of several particular trends that are important across all demographics.
Posted: 15 Jan 2018 | Published: 15 Jan 2018

Microsoft

CRM in the Digital Age: Building Profitable Relationships
sponsored by Microsoft
WHITE PAPER: In this e-book, explore 4 steps that can help you leverage modern technology to connect with customers and accelerate sales.
Posted: 12 Jan 2018 | Published: 31 Dec 2017

Microsoft

CRM chatbots of tomorrow approach and engage customers
sponsored by SearchCRM
EBOOK: CRM chatbots on Facebook -- and those on other social platforms -- are the new AI-driven CRM tools changing how companies service customers and close sales.
Posted: 09 Jan 2018 | Published: 09 Jan 2018

SearchCRM

A Winning Plan for Effective Business Transformation & Improved Customer Experience with Business Architecture
sponsored by Mega International
WHITE PAPER: Explore this research from the Aberdeen Group about how organizations are improving customer experiences during an age of cloud, mobile, big data, and IoT.
Posted: 09 Jan 2018 | Published: 31 Dec 2017

Mega International

The Ultimate Guide to Digital Transformation & Enterprise Architecture
sponsored by Mega International
WHITE PAPER: Uncover how several prominent businesses embraced digital technologies to improve their customer experience, which helped them retain customers and increase profits.
Posted: 08 Jan 2018 | Published: 30 Sep 2016

Mega International

The Digital Transformation Race Has Begun
sponsored by Virtusa
RESEARCH CONTENT: Forrester Consulting conducted a study to evaluate the state of digital transformation across 6 industries, including retail, banking, healthcare, insurance, telco, and media. Uncover the report's key findings and find out how each of these industries is faring in a digital and customer-first world.
Posted: 26 Dec 2017 | Published: 30 Sep 2017

Virtusa

2017 State Of Global Customer Service Report
sponsored by Microsoft
WHITE PAPER: Uncover the Microsoft 2017 State of Global Customer Service report's key findings about digital brand engagement, customer self-service, omnichannel strategies, and more.
Posted: 08 Dec 2017 | Published: 08 Dec 2017

Microsoft

New Roles and Opportunities for Payers
sponsored by HealthEdge
VIDEO: Learn about the opportunities that payers have with better technology and information systems, and how to bend the cost curve of healthcare while building a loyal relationship with patients along the way.
Posted: 08 Nov 2017 | Premiered: 02 Nov 2017

HealthEdge

Providing a Great Customer Experience During the Holiday Rush
sponsored by Zendesk
WEBCAST: According to Zendesk, retailers see a 42% average increase in support volumes during the holiday season. How can you keep up with providing customers a great CX during such a busy time? Learn how you can develop a strategy for keeping your CX great and stay on your customers' "nice" lists.
Posted: 31 Oct 2017 | Premiered: Oct 31, 2017

Zendesk

Your Guide to Omnichannel Customer Support
sponsored by Zendesk
WHITE PAPER: The customer determines the best way to engage with your company based on their needs and preferences. So how can you anticipate which channels a customer will need or want? Learn what omnichannel support entails, how a strategy can benefit your business, what factors are driving channel preferences, and more.
Posted: 30 Oct 2017 | Published: 30 Oct 2017

Zendesk

How Financial Services Can Be Customer-Centric in the New Digital Landscape
sponsored by Microsoft
RESEARCH CONTENT: This IDC white paper explores how financial services organizations can build a positive digital customer experience across multiple channels. Learn how to create a connected, customer-centric experience with key enablers for cloud content management, mobility, analytics, and more.
Posted: 20 Nov 2017 | Published: 30 Apr 2017

Microsoft

The New Era of Digital Retail
sponsored by Microsoft
WHITE PAPER: Find out what some of the retail industry's brightest thought leaders from Microsoft and NORA had to say about the changing digital landscape in terms of personalization, omnichannel customer engagement, customer data management, and more.
Posted: 17 Nov 2017 | Published: 17 Nov 2017

Microsoft
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