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Customer Profiles

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ALSO CALLED: Profile Customers, Profiling Customers, Customer Analysis
DEFINITION: Customer segmentation is the practice of dividing a customer base into groups of individualsthat are similar in specific ways relevant to marketing, such as age, gender, interests, spendinghabits, and so on. Using segmentation allows companies to target groups effectively, and allocatemarketing resources to best effect. According to an article by Jill Griffin for Cisco Systems,traditional segmentation  … 
Customer Profiles Reports
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The Ultimate Guide to Omnichannel Customer Service
sponsored by Freshworks
WHITE PAPER: Download this Ultimate Guide to Omnichannel Customer Service to learn how you can create seamless cross-channel experiences to win customers for life.
Posted: 09 Apr 2020 | Published: 09 Apr 2020

Freshworks

How Sales and Marketing Can Thrive on Real Purchase Intent
sponsored by TechTarget
WEBCAST: More than half of B2B brands say they rely on purchase intent data, yet research suggests most marketers lack access to the people actually exhibiting intent. Watch this video to see how TechTarget’s publisher-based model provides access to the active, opted-in prospects you need to hit your KPIs and grow your business.
Posted: 09 Apr 2020 | Premiered: Apr 9, 2020

TechTarget

Customer service stories that Inspire
sponsored by Freshworks
WHITE PAPER: Modern customer service platform Freshdesk helps deliver seamless, cross-channel customer service. Access this whitepaper to learn about 5 customer success stories in which Freshdesk had major impacts on day to day and long-term business activities.
Posted: 08 Apr 2020 | Published: 08 Apr 2020

Freshworks

Consumer Insights/Analytics leading in defining New Normal
sponsored by Fractal
RESOURCE: Health emergencies, like COVID-19, often bring about changes in consumer behavior—which, in turn, affects many organizations’ operations. So, how should you plan for the next few months? Start by downloading this blog post, which offers tips for insights and analytics teams as they try to define a “new normal.”
Posted: 27 Mar 2020 | Published: 27 Mar 2020

Fractal

Unlocking Omni-Channel with Unified Customer Identity
sponsored by Okta
WHITE PAPER: To meet the growing needs of online consumers, organizations have begun to adopt 2 key approaches: customer identity & access management (CIAM), and omni-channel integration. Interested in learning more about this approach? Get started by reading this white paper.
Posted: 26 Mar 2020 | Published: 26 Mar 2020

Okta

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

AI, Automation, and the Modern Agent Desktop
sponsored by Appian
WEBCAST: In order to meet new customer experience demands, organizations need to rethink how they are arming agents to deliver the value that customers expect. Watch this webcast to hear two CX experts talk about market trends that are changing the way organizations use customer service and about the 3 keys of valuable contact center customer experience.
Posted: 13 Mar 2020 | Premiered: Mar 13, 2020

Appian

Expert Insights CX 2020
sponsored by Freshworks
WHITE PAPER: Freshworks has spoken with experts and practitioners in the customer experience space that can help you win customers – for life. Access this report to discover the top 8 insights that are going to change the way your organization thinks about customer experience and learn how to implement them directly in your organization.
Posted: 12 Mar 2020 | Published: 12 Mar 2020

Freshworks

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

Coveo

Creating Seamless, Personalized Self-Service Experiences With AI
sponsored by SearchUnify
RESOURCE: Improving customer self-service is a great way to increase customer engagement and boost productivity. Read this resource to learn 4 essential elements that every customer support organization can incorporate into their self-service offerings to save customers time and keep them satisfied.
Posted: 11 Mar 2020 | Published: 10 Dec 2019

SearchUnify

The Expert Guide to Picking a Search Provider for Salesforce Users
sponsored by SearchUnify
EBOOK: Download this white paper to learn about the benefits of integrating an AI-powered search tool into Salesforce to boost customer—and employee—satisfaction.
Posted: 05 Mar 2020 | Published: 05 Mar 2020

SearchUnify

Adding Intelligence to Contact Centers
sponsored by 8x8, Inc.
WEBCAST: Watch this webinar to learn about 8x8’s intelligent IVR technology, which enables a modern contact center to take incoming calls, listen, and evaluate responses automatically to direct callers to the best solution as quickly as possible.
Posted: 02 Mar 2020 | Premiered: Mar 2, 2020

8x8, Inc.

How IT Leaders Can Position Customer Experience Initiatives for Success
sponsored by Comcast Business
RESEARCH CONTENT: 76% of the respondents surveyed by IDG and Comcast said they are feeling pressure from multiple sources in the organization to deliver digital CX. Learn why transforming CX is a top digital priority for many organizations, and why IDG says IT will play a key role in this blog post.
Posted: 04 Feb 2020 | Published: 04 Feb 2020

Comcast Business

Transform the Telecom Customer Experience with ServiceNow
sponsored by ServiceNow
WHITE PAPER: As telecom leaders review their enterprise strategies, they see many challenges on the horizon. Arguably the biggest one is the shift from being product-focused to customer-focused. Download this white paper to explore how ServiceNow can help service providers become more customer-focused and transform CX.
Posted: 28 Jan 2020 | Published: 28 Jan 2020

ServiceNow

The Total Economic Impact of ServiceNow Customer Service Management
sponsored by ServiceNow
EBOOK: Arguably the most important aspect regarding a potential investment in ServiceNow’s Customer Service Management software is the financial outcomes. Explore the cost savings you could experience with the CSM software in this Forrester TEI report.
Posted: 24 Jan 2020 | Published: 24 Jan 2020

ServiceNow

Artificial Intelligence & Intelligent Technologies: 3 Strategies for Driving Customer Service Innovation
sponsored by ServiceNow
WHITE PAPER: Customer service organizations are making significant investments in emerging technologies like AI and analytics to deliver exceptional experiences. Learn how you can integrate intelligent technologies to improve customer service with the help of ServiceNow in this white paper.
Posted: 24 Jan 2020 | Published: 24 Jan 2020

ServiceNow

The Customer Experience Perspective
sponsored by ServiceNow
EBOOK: Corinium Global Intelligence recently asked 100 C – level professionals how they optimize customer service within their organization. Access this eBook to explore the results from the study, and review the about the 5 keys to a successful customer service operation.
Posted: 24 Jan 2020 | Published: 24 Jan 2020

ServiceNow

Your Roadmap to Intelligent Assisted Support
sponsored by Coveo
WHITE PAPER: Review this whitepaper to learn how AI-assisted support offers a path towards intelligent support centers.
Posted: 18 Dec 2019 | Published: 18 Dec 2019

Coveo

2019 Digital Trends: Creativity in Focus
sponsored by Adobe Inc
WHITE PAPER: With CX at the heart of modern digital initiatives, the way enterprises design these experiences can create your competitive advantage – or erase it. Download this insightful overview to explore the 3 key elements of creative UX and see how UX design stacks up against other methods of differentiation.
Posted: 13 Dec 2019 | Published: 13 Dec 2019

Adobe Inc

Transforming Customer Experience in Financial Services
sponsored by Appian
WEBCAST: In this webinar, Appian thought leaders Michael Heffner and Todd Marthaler discuss why some financial institutions struggle to create personalized experiences that drive satisfaction and how new technologies can help leverage existing investments while modernizing contact center CX.
Posted: 05 Nov 2019 | Premiered: Nov 5, 2019

Appian

Winning with Superior Customer Experiences
sponsored by Adobe Inc
WHITE PAPER: View this white paper to learn how brands can create, optimize, and deliver personalized customer experiences at scale with the help of Adobe Experience Manager.
Posted: 01 Oct 2019 | Published: 01 Oct 2019

Adobe Inc

How Veeam Uses Priority Engine to Evolve Their ABM Sales Motions
sponsored by TechTarget
VIDEO: In this video series from TechTarget's Worldwide ROI Summit London 2019, Jonathan Ridley, Enterprise Marketing Manager UKI at Veeam Software, describes how Veeam Software uses purchase intent insight to identify and prioritize their most active accounts.
Posted: 01 Oct 2019 | Premiered: 01 Oct 2019

TechTarget

Navigating the CX Technology Landscape
sponsored by Avtex
VIDEO: View this webinar to review a number of trends impacting the CX technology landscape, and uncover everything you need to know about navigating its changes.
Posted: 30 Sep 2019 | Premiered: 04 Jul 2018

Avtex

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

Creating a Positive Customer Experience with 15 Steps
sponsored by ConvergeOne
EGUIDE: Explore how Marathon Sports established a more customer-centric strategy, and learn about the role of a loyalty program and customer insights for improving customer experiences.
Posted: 09 May 2018 | Published: 09 May 2018

ConvergeOne
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