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Customer Retention

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DEFINITION: Techniques to maintain relationships with existing customers.
Customer Retention Reports
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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


Digital Communications in Financial Services
sponsored by Vonage
WHITE PAPER: Leading financial companies know that a good customer experience is crucial to keeping customers happy and loyal, and that the best customer experiences don’t end when the customers walk out your doors. Read on to see how digital communications and modern apps are being used to grow the customer experience to new heights.
Posted: 25 Mar 2020 | Published: 25 Mar 2019


Why your customers should shape your DX strategy
sponsored by TechTarget
RESOURCE: Digital transformation is no longer just a buzzword. Instead, DX begins and ends with how you think about, and engage with, your customers—with the help of digital technology. Grab a copy of our guide—after a brief survey—to learn why transforming CX should be high on your executive priority list.
Posted: 24 Mar 2020 | Published: 25 Mar 2020


How MTM Leveraged Customer Feedback to Improve CX with CallMiner
sponsored by CallMiner
VIDEO: MTM is a leading non-emergency medical transportation broker that sometimes struggles to properly leverage customer feedback. Luckily, that changed after implementing CallMiner. Watch this video to learn about MTM’s experience and the benefits they’ve achieved with the new solution.
Posted: 23 Mar 2020 | Premiered: 23 Mar 2020


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


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


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


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


4 Solutions to the Toughest CX Puzzles
sponsored by 8x8, Inc.
RESOURCE: Falling short of CSAT goals? NPS sagging? Wondering if a single complaint is widespread? Customer experience puzzles can be confounding. Download this infographic to explore 4 methods that can help you get to the bottom of CX issues and see improvements fast.
Posted: 10 Mar 2020 | Published: 10 Mar 2020

8x8, Inc.

Transform Your Contact Center with Collaboration Across Your Business
sponsored by 8x8, Inc.
WEBCAST: Watch this webcast to learn about the value of implementing UC capabilities into your contact center, and how 8x8 can help guide the process.
Posted: 06 Mar 2020 | Premiered: Mar 6, 2020

8x8, Inc.

2020 Digital Trends in Asia Pacific
sponsored by Adobe Inc
EBOOK: To encourage CX prioritization, it is crucial to learn about 2020 developments that will inform their marketing strategy. Read this e-book to discover 3 key developments for APAC marketers that, along with technology investments do just that.
Posted: 06 Mar 2020 | Published: 06 Mar 2020

Adobe Inc

Activating the Modern Enterprise
sponsored by Adobe Inc
WHITE PAPER: As a generation raised on technology comes of age, consumer expectations are changing. Customers now expect their experiences to be easy, digital, and personal; employees often expect the same from their companies. Read this HMG Strategy white paper to learn more about how technology is affecting businesses and what solutions are available.
Posted: 05 Mar 2020 | Published: 05 Mar 2020

Adobe Inc

Data trends redefine leading brands
sponsored by Adobe Inc
WHITE PAPER: As businesses seek to respond to a shifting consumer marketplace, they are embracing new trends in data. Companies are now investing in paid analytics initiatives as they seek to democratize data access and integrate it in their business strategies. Read this analyst report by London Research to learn more market trends among leading brands.
Posted: 05 Mar 2020 | Published: 25 Dec 2019

Adobe Inc

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


The Forrester Wave: Digital Intelligence Platforms, Q4 2019
sponsored by Adobe Inc
EBOOK: Real-time engagement data management, engagement analytics, and optimization techniques are all top features to look for in a digital intelligence solution. Download this Forrester Wave evaluation to review an in-depth break out of leaders, strong performers, contenders, and challengers in the digital intelligence landscape.
Posted: 04 Mar 2020 | Published: 04 Mar 2020

Adobe Inc

Experience Index 2020 Digital Trends
sponsored by Adobe Inc
ANALYST REPORT: With a new decade comes a shift in corporate strategy. While companies are still working on digital modernization, they are also starting to focus directly on fostering a positive customer experience. Check out this analyst report to learn about 5 major digital trends identified by Adobe in their recent survey of more than 75,000 executives.
Posted: 03 Mar 2020 | Published: 30 Nov 2019

Adobe Inc

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.

Pulsant Delivers Complete Peace of Mind to Scottish Building Society
sponsored by Pulsant
CASE STUDY: The Scotland Building Society needed risk and revenue loss mitigation capabilities and a secure location for its production servers. Access this case study to view the disaster recovery solution that SBS implemented and the results that it led to, which included a resilient, highly secure data center.
Posted: 28 Feb 2020 | Published: 28 Feb 2020

Guide to Preparing for Times of High Traffic
sponsored by Catchpoint Systems Inc.
WHITE PAPER: Preparing for high traffic events is essential. An outage or slowdown is the last thing you want during a high traffic period. In this white paper, learn about digital experience monitoring (DEM) and how it can help you anticipate those busy times, how it can help during them, and how it can help you better evaluate what happened afterward.
Posted: 28 Feb 2020 | Published: 28 Feb 2020

Catchpoint Systems Inc.

6 Steps IT Can Take to Lead with Personalization
sponsored by Adobe Inc
WHITE PAPER: 98% of marketers say website personalization is quite or highly valuable for increasing conversion rates, according to Ecoconsultancy. Download this eBook to review the 6 steps IT can take to maximize the effectiveness of personalization.
Posted: 27 Feb 2020 | Published: 27 Feb 2020

Adobe Inc

Proving the Value of a Collaborative Approach to Your Contact Center
sponsored by 8x8, Inc.
WHITE PAPER: Today’s enterprises are more readily investing in new contact center technologies—chiefly self-service and automation. Download this white paper to learn the different ways organizations are implementing them to create a collaborative contact center.
Posted: 26 Feb 2020 | Published: 26 Feb 2020

8x8, Inc.

Enhancing Guest Experiences with Unified Communications and Video Security
sponsored by Motorola, Inc.
WHITE PAPER: Consumers are in constant pursuit of the most satisfying experience — one that is immediate, seamless and customized. This is more difficult to achieve in the siloed organizational structures of today’s hospitality organizations. In this white paper, learn more about the business benefits of arming staff with a reliable communication system.
Posted: 21 Feb 2020 | Published: 21 Feb 2020

Motorola, Inc.

5 Key Trends in Understanding Digital and Channel Success
sponsored by BT
RESOURCE: What does it mean to offer an autonomous customer experience in 2020? Find out in this infographic, which explores 5 key trends in understanding digital and channel success.
Posted: 20 Feb 2020 | Published: 20 Feb 2020


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
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