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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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IndustryWeek - Digital Transformation, A CEO's Story
sponsored by PropelPLM
WEBCAST: Watch this webcast to learn what a unified, intelligent customer engagement platform can do for your customer retention and how cloud usage can help.
Posted: 18 Feb 2019 | Premiered: Feb 1, 2019

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PropelPLM

Leveraging Intelligent Process Automation
sponsored by Automation Anywhere
CASE STUDY: By creating a hybrid workforce comprised of human, robotic, cognitive and analytic capabilities - a business can easily sift through customer data automatically to provide a smoother more efficient CX. Read how this award winning financial institute got a 50% increase in customer service efficiency and a 1300% ROI with automated bot implementation.
Posted: 18 Feb 2019 | Published: 31 Dec 2018

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Automation Anywhere

Maximize Customer Engagement for Maximum Revenue Growth
sponsored by LogMeIn, Inc.
WHITE PAPER: There is a direct correlation between quality customer engagement and support, and quantifiable business outcomes. However, most organizations have not evolved their customer engagement strategy for today's digital world. In this white paper, learn about the customer engagement material model.
Posted: 12 Feb 2019 | Published: 12 Feb 2019

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LogMeIn, Inc.

Integrated Workflows Matter for Employee & Customer Support
sponsored by Attivio, Inc.
WHITE PAPER: A tremendous amount of information, both structured and unstructured, comes into customer and IT service through a variety of different channels. In this white paper, learn how integrated search can help manage customer data, and streamline company workflows. Download now to explore integrated search, and explore your options with Attivio.
Posted: 08 Feb 2019 | Published: 08 Feb 2019

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Attivio, Inc.

How Unified Search Can Help Your Organization Manage All of Its Knowledge
sponsored by Attivio, Inc.
WHITE PAPER: Today's cutthroat global business environment is placing a premium on customer loyalty—but how do you get it? In this white paper, uncover how a powerful, unified enterprise search tool can help businesses maintain customer loyalty and enhance customer experiences. Download this white paper to learn more.
Posted: 08 Feb 2019 | Published: 08 Feb 2019

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Attivio, Inc.

5 Must-Haves for Compelling Customer Engagement
sponsored by Xpertdoc
EBOOK: How do you create compelling customer engagement? In this e-book, uncover 5 essential strategies for driving customer engagement with digital document creation and management. Download now to get started building your customer engagement strategy, and explore the benefits of a personalized approach.
Posted: 08 Feb 2019 | Published: 08 Feb 2019

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Xpertdoc

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

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Coveo

Reverse-Engineer These 5 Omnichannel Customer Engagement Tricks to Streamline Support
sponsored by Freshworks
WHITE PAPER: According to Gartner, 81% of businesses expect to be competing on the basis of customer experience by 2020, making omnichannel engagement one of the top priorities for businesses looking to maintain their competitive edge in the digital market. Download this white paper to learn how you can get ahead with 5 simple tricks.
Posted: 05 Feb 2019 | Published: 05 Feb 2019

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Freshworks

Health Check: Is Your Team Omnichannel Ready?
sponsored by Freshworks
WHITE PAPER: Covering multiple channels is the first step towards a winning omnichannel strategy. But do you have the other missing ingredients necessary to secure your omnichannel success? Explore a twelve-point checklist inside and see how your omnichannel support strategy stacks up.
Posted: 01 Feb 2019 | Published: 01 Feb 2019

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Freshworks

Why You Need Intelligent Search To Scale And Optimize Customer Support
sponsored by Attivio
EBOOK: Intelligent search can help organizations build 360-degree customer profiles and manage changing customer expectations. Download this white paper to discover how intelligent search can help your business build customer loyalty and leverage the powers of AI.
Posted: 31 Jan 2019 | Published: 31 Jan 2019

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Attivio

Making Search Intelligent with AI
sponsored by Attivio
WHITE PAPER: When NLP, text analytics and machine learning (ML) work together, queries can provide the most accurate solutions we've seen AI produce so far. For more information on AI-powered enterprise search capabilities, read this white paper.
Posted: 30 Jan 2019 | Published: 31 Dec 2018

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Attivio

Customer Support in Retail
sponsored by Freshworks
WHITE PAPER: In this white paper, you'll find benchmarks for key customer support metrics unique to retail. You'll also find up-to-date information regarding customer preferences and support trends, along with predictions for this industry in the coming years.
Posted: 30 Jan 2019 | Published: 31 Dec 2018

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Freshworks

7 Things to Consider Before Moving to a Cloud Contact Center
sponsored by Mitel Networks Limited
WHITE PAPER: In today's hyper-connected world, contact centers have to adapt to a multitude of channels and changing customer expectations. Download this white paper to discover the pros and cons of an on-site and cloud-based contact center, and learn how both models can help you deliver optimal CX to today's mobile consumer.
Posted: 22 Jan 2019 | Published: 31 Dec 2018

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Mitel Networks Limited

Salesforce for Small Business
sponsored by Salesforce
RESOURCE: Growing businesses need a strong CRM application, and for small businesses looking to keep up, a CRM can help you stay ahead. With tools that help you manage all of your customer information in one place — CRM software can give SMBs a leg-up where they need it most. Read on to learn more about how your business could benefit from CRM.
Posted: 21 Jan 2019 | Published: 21 Jan 2019

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Salesforce

Cheat Sheet: 3 Proven Steps to Growing & Retaining More Subscribers
sponsored by Preferred Payments
WHITE PAPER: Growing and maintaining subscribers is the key to success for subscription based businesses. In this cheat sheet, uncover 3 simple steps to reducing unnecessary cancellations, and gain expert insight into improving retention rates with these best practices.
Posted: 17 Jan 2019 | Published: 17 Jan 2019

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Preferred Payments

How to Become a CX Superhero: All You Need to Know
sponsored by Concentrix
EGUIDE: If your VOC program is falling flat, you are not alone. CX teams are often too small and bogged down with administrative tasks to spend as much time as they need on customers. This e-book will teach you how to free up your CX team to do what is really important for your business – maintaining CRM.
Posted: 09 Jan 2019 | Published: 01 Jan 2019

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Concentrix

Better Customer Service via Machine Learning
sponsored by SAS
CASE STUDY: A common challenge for a customer-centric organization is that many teams within the organization are capable of providing a top-tier CX, but require access to all the relevant data and insights a company can have. Read this case study to learn how Rogers Communications worked around this with the help of SAS.
Posted: 07 Jan 2019 | Published: 31 Dec 2018

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SAS

Power Your Digital Transformation with Guided Analytics
sponsored by SAS
EBOOK: Communicating with customers is the easy part – getting the right messaging, medium and timing is the real challenge. Find out if SAS Customer Intelligence is the solution for you.
Posted: 07 Jan 2019 | Published: 31 Dec 2017

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SAS

Personalizing Healthcare: Engaging Patients in a Digital Age
sponsored by Microsoft
EBOOK: Consumer expectations are evolving at an increasingly fast pace globally, as customers demand seamless, personalized experiences across all aspects of their lives. Read on to find out how healthcare providers are finding new ways to engage with patients in a digital age.
Posted: 02 Jan 2019 | Published: 31 Dec 2018

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Microsoft

CX Program Success: Understanding the REAL Role of VOC Software
sponsored by Concentrix
EBOOK: Many CX pros have incorrect or misaligned expectations on what VOC software will achieve for a business and/or are overwhelmed when it comes to detailing requirements for their software needs. This isn't helped by the sea of vendors and software products overwhelming the market. Read this eBook to learn how to get the most out of VOC.
Posted: 17 Dec 2018 | Published: 30 Nov 2018

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Concentrix

How to Make Every Survey a Top Customer Experience
sponsored by Concentrix
WHITE PAPER: Read this white paper to learn the 4 elements of a brand-building survey program. When you put these 4 pieces in place, your surveys can become powerful experiences that deepen – rather than damage – your customer's relationship with your brand.
Posted: 17 Dec 2018 | Published: 30 Nov 2018

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Concentrix

Proactively Responding to the Mobile Shift to Deliver a Better CX
sponsored by West IP Communications
ANALYST REPORT: Digital disruption is changing the market as we know it forever. Businesses can find solace in this, though, as the increasing use and reliance on mobile devices delivers us valuable insights into improving CX. Read this white paper to find out how.
Posted: 17 Dec 2018 | Published: 30 Nov 2018

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West IP Communications

Transforming Customer Support with Artificial Intelligence Capabilities
sponsored by Zendesk
RESOURCE CENTER: Download this e-guide to learn about the evolving role of AI in CRM and how chatbots can help enterprises transform their customer service functions. You'll also uncover how AI technologies use customer data to provide valuable insights into emotions, buying behaviors, identities and more to help you take action.
Posted: 07 Dec 2018 | Published: 07 Dec 2018

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Zendesk

A Guide to the CX Improvement Landscape
sponsored by West IP Communications
RESEARCH CONTENT: There are many ways to approach CX restructuring. Read these white pages for informed statistics on the most common business practices regarding CX and highlighted areas for improvement and optimization.
Posted: 07 Dec 2018 | Published: 30 Nov 2018

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West IP Communications

The Omnichannel Approach to CX
sponsored by West IP Communications
RESEARCH CONTENT: 70% of consumers think the use of bots programmed to respond like agents is acceptable in customer service. Recommendations for digital integration and many more CX improvement tools can be found in these white pages.
Posted: 07 Dec 2018 | Published: 30 Nov 2018

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West IP Communications
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