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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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Serving The Everything Customer
sponsored by Avaya
RESOURCE: Modern customers have expectations that are so varied and high that Gartner has named them the “Everything Customer,” which begs an important question—how can you meet these seemingly impossible demands? Read this short Avaya blog post to learn how memorable, personalized, intelligent experiences can help satisfy increasingly lofty CX expectations.
Posted: 08 Apr 2021 | Published: 10 Nov 2020

Avaya

5 Reasons to put People at the Center of Your Business
sponsored by Axway
RESOURCE: What does it mean to put people at the center of your business? It starts by re-evaluating your company’s track record on customer experience—and identifying key areas of improvement. Explore the top 5 reasons to centralize people as part of your CX strategy, in this infographic.
Posted: 17 Mar 2021 | Published: 17 Mar 2021

Axway

Virgin Atlantic Makes Travel Experiences More Personal
sponsored by Adobe
CASE STUDY: Read this case study to discover how Virgin Atlantic continues to chart a flight path to successful CEM with Adobe—and achieved a 70% increase in marketing channel visibility.
Posted: 15 Mar 2021 | Published: 15 Mar 2021

Adobe

2021 Digital Trends Experience
sponsored by Adobe
ANALYST REPORT: For brands and marketers, 2021 is a year of recovery, making difficult decisions and turning the lessons of 2020 into plans for growth. Download this 2021 Digital Trends Experience report to learn how to do so, with a spotlight on how to target new customers as behaviors change, guiding principles for 2021, and more.
Posted: 26 Feb 2021 | Published: 26 Feb 2021

Adobe

A Blueprint for Enhanced Citizen Experiences
sponsored by Adobe
ANALYST REPORT: In this report, Adobe closely examines how government can move from a one-size-fits-all approach to serving populations digitally and delivering the right information at the right time to individual citizens in 2021 and beyond. Read on to view these critical takeaways.
Posted: 25 Feb 2021 | Published: 31 Dec 2020

Adobe

Journey Mapping — Chart The Moments That Matter Most
sponsored by Genesys
WHITE PAPER: Read on to learn how you can take data-driven action based around customer behaviors to increase satisfaction, boost engagement, and reduce support costs.
Posted: 23 Feb 2021 | Published: 23 Feb 2021

Genesys

Empathetic Customer Experience - Changing the Thinking
sponsored by Alchemer
WEBCAST: Check out this webcast from Alchemer to hear VP of Customer Experience at IDC and CEO at Alchemer discuss how to build an empathetic relationship between customers and brands, the importance of technology in strengthening customer experience and driving business outcomes, and more.
Posted: 18 Feb 2021 | Premiered: Feb 18, 2021

Alchemer

Four Winds Interactive Drives 10X Increase In Enps With Alchemer
sponsored by Alchemer
CASE STUDY: When Four Winds Interactive (FWI) set out to build a stronger, more people-focused company, they knew the first step was to start collecting better data. To help them do this, FWI turned to Alchemer. Download this case study to see how using Alchemer has enabled FWI to craft user-focused events, power more employee engagement, and more.
Posted: 12 Feb 2021 | Published: 12 Feb 2021

Alchemer

Mozilla Gives Employees The Freedom To Solve Problems While Maintaining Enterprise Data Governance And Privacy
sponsored by Alchemer
CASE STUDY: In this case study, discover why Mozilla chose data collection platform Alchemer, and how its helped them gather customer feedback to improve experiences.
Posted: 12 Feb 2021 | Published: 12 Feb 2021

Alchemer

Redefining Success For Voice Of The Customer Programs
sponsored by Alchemer
DATA SHEET: Check out this data sheet to learn the 5 steps of Alchemer’s Net Promoter Score (NPS) customer feedback program and discover the benefits it can bring to your business.
Posted: 12 Feb 2021 | Published: 12 Feb 2021

Alchemer

Product Video Feedback
sponsored by Alchemer
DATA SHEET: Alchemer’s Video Feedback solution lets you collect video responses from your audiences, allowing you to see and hear from them personally. Customers can easily record their answers to your survey, adding a new dimension to your research. Learn more in this product overview.
Posted: 11 Feb 2021 | Published: 11 Feb 2021

Alchemer

How CX will change in 2021
sponsored by Alchemer
WEBCAST: Digital transformation is having a dramatic effect on customer expectations. Watch this brief video to hear from experts at Alchemer as they discuss digital trends and how they’re shaping the future of CX.
Posted: 11 Feb 2021 | Premiered: Feb 11, 2021

Alchemer

Video: Alchemer Product Overview
sponsored by Alchemer
WEBCAST: When it comes to customer feedback, collecting it is only the first step. You then must analyze those insights to improve the overall CX. In this brief video, learn about Alchemer’s solution, and how it can help you better utilize feedback throughout the customer journey.
Posted: 05 Feb 2021 | Premiered: Feb 5, 2021

Alchemer

Improve the Contact Center Customer Experience with Digital Technologies
sponsored by ServiceNow
WHITE PAPER: While the contact center customer experience is generally better than ever, too many businesses are simply purchasing cutting edge solutions without a thoughtful technology strategy— a dangerous game to play. Access this expert guide to learn 4 steps to successful contact center technology implementation.
Posted: 26 Jan 2021 | Published: 22 Jan 2021

ServiceNow

4 Key Drivers of Change in Customer Experience
sponsored by ServiceNow
WHITE PAPER: Contact centers are no longer the unresponsive, slow, frustrating call centers of yesteryear. With the help of digital technologies, businesses are able to provide their consumers with new levels of support. Read on to learn 4 key trends, inside and outside the contact center, that are elevating customer experiences to new heights.
Posted: 26 Jan 2021 | Published: 22 Jan 2021

ServiceNow

Forrester TEI - The Total Economic Impact of ServiceNow Field Service Management
sponsored by ServiceNow
ANALYST REPORT: Forrester recently conducted a study to determine the potential ROI and key benefits enterprises may realize by deploying ServiceNow’s Field Service Management solution. Examine their findings in this report.
Posted: 05 Jan 2021 | Published: 05 Jan 2021

ServiceNow

Demand Sensing: Improving Inventory & Customer Fulfillment Levels
sponsored by NexInfo
CASE STUDY: Demand sensing is key to improving inventory and customer fulfillment levels. Just ask one manufacturer, who recently worked with NexInfo to replace E2Open with Oracle Demantra, to improve their demand planning process. Learn about the company’s experience working with NexInfo and the importance of demand sensing in this case study.
Posted: 28 Dec 2020 | Published: 28 Dec 2020

NexInfo

Transform Customer Experience With A Responsive Data Management Platform
sponsored by Reltio
WHITE PAPER: Many organizations struggle to collect, organize and analyze customer data—especially if they’re using a legacy solution. In this white paper, learn about the benefits of using a cloud-native customer data platform—like Reltio’s Connected Customer 360—and how it can help you deliver a better CX. Save the guide now to get started.
Posted: 22 Dec 2020 | Published: 22 Dec 2020

Reltio

10 Questions to Ask Before Considering A Customer Data Platform
sponsored by Reltio
EBOOK: If you struggle with consolidating, organizing and distributing customer data, you’re not alone—many organizations do. That’s why using a customer data platform (CDP) is so helpful. Download this checklist to review 10 questions that you should consider before implementing a CDP.
Posted: 21 Dec 2020 | Published: 21 Dec 2020

Reltio

EXCELLING IN THE EXPERIENCE ECONOMY
sponsored by RingCentral
WHITE PAPER: Experiences are a vital part of the economy, with 86% of consumers reporting that they’re willing to pay more for great service. Read this white paper to explore research on the experience economy, and learn about strategies that can help you acquire and retain customers more efficiently.
Posted: 18 Dec 2020 | Published: 18 Dec 2020

RingCentral

Creating quality customer relationships
sponsored by OpenText
CASE STUDY: FWD is the insurance business arm of the private investment group, Pacific Century Group. As with many insurance companies, FWD struggled with customer communication. Read this case study to see how OpenText has helped FWD strengthen customer relationships, improve efficiency and more.
Posted: 10 Dec 2020 | Published: 10 Dec 2020

OpenText

Bold360 customer video Fannie Mae
sponsored by LogMeIn, Inc.
CASE STUDY: When financial services company, Fannie Mae, realized their customers were having issues finding the information they needed—the company knew it was time for a change. They decided to partner with Bold360 by LogMeIn. Learn about Fannie Mae’s experience working with Bold360 in this video.
Posted: 23 Nov 2020 | Published: 23 Nov 2020

LogMeIn, Inc.

Customer Engagement: How To Expand Capacity For Whatever Comes Next
sponsored by ServiceNow
EBOOK: What can be done to prepare customer service to handle whatever tomorrow may bring? Explore the 6 best practices of customer service leaders in this eBook.
Posted: 23 Nov 2020 | Published: 23 Nov 2020

ServiceNow

Perfecting The Art Of Conversation: How Businesses Are Managing Increased Call Volumes
sponsored by CloudCall Ltd
EBOOK: Recent research by CloudCall showed that nearly half of all customers prefer to use the phone to make an appointment or service call. Review other key findings from CloudCall’s research in their report, “Perfecting the Art of Conversation: How business are managing increased call volumes,
Posted: 11 Nov 2020 | Published: 11 Nov 2020

CloudCall Ltd

Evolving your customer journeys to the next normal
sponsored by ServiceNow
EBOOK: Download this eBook to discover how to reinvent your customer journey for a new era of service expectations.
Posted: 29 Sep 2020 | Published: 29 Sep 2020

ServiceNow
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