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Customer Satisfaction

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ALSO CALLED: User Satisfaction
DEFINITION: A qualitative measure of performance as defined by customers, which meet their basic requirements and standards.
Customer Satisfaction Reports
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Build A Collaboration Strategy That Benefits Every Part of Your Organization
sponsored by Vonage
EGUIDE: Download this expert guide for advice on how support a collaborative culture in your organization, and 5 tips for choosing a call center customer experience platform.
Posted: 27 Mar 2020 | Published: 27 Mar 2020

Vonage

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

Every customerinteraction is part of a conversation
sponsored by Zendesk
RESOURCE: Zendesk explores how high-performing companies provide experiences that keep customers returning, and the best practices that separate the leaders from everyone else.
Posted: 24 Mar 2020 | Published: 24 Mar 2020

Zendesk

An App Centric Approach to Network Performance Management
sponsored by Wipro
RESOURCE: Organizations are moving to an application-centric approach to networking to enhance productivity and customer experience. In this blog, learn why network engineers need access to tools and solutions that provide in-depth network performance visibility, with a focus on application experience to achieve this objective.
Posted: 24 Mar 2020 | Published: 30 Sep 2019

Wipro

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

CallMiner

Reimagining Customer Experience
sponsored by Vonage
WHITE PAPER: Research has shown that 86% of consumers are willing to pay more for a great experience, while 89% will leave due to a poor experience. And by the end of 2020, customer experience will overtake price and product to become the key brand differentiator. Find out the Vonage journey.
Posted: 23 Mar 2020 | Published: 23 Mar 2020

Vonage

Unlocking Hidden Value in Communications: Talk to Customers Their Way
sponsored by Vonage
WHITE PAPER: This white paper looks at the evolution of CPaaS, a tool that enhances unified communications platforms and services to enable businesses of every kind. Read on to find out more.
Posted: 20 Mar 2020 | Published: 20 Mar 2020

Vonage

Leveraging Emotion to Improve & Elevate Contact Center Performance
sponsored by CallMiner
WHITE PAPER: Open this white paper to learn the importance of leveraging emotion to improve contact center performance, and the changes you can make today to start improving quickly.
Posted: 20 Mar 2020 | Published: 20 Mar 2020

CallMiner

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

The Power of Analytics in the Customer Experience Economy
sponsored by 8x8, Inc.
WHITE PAPER: Download this eBook to learn how companies are using analytics to solve the toughest puzzles of customer experience management and explore 4 tips for using them in your contact center.
Posted: 16 Mar 2020 | Published: 16 Mar 2020

8x8, 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

The New Rules of Customer Engagement
sponsored by Freshworks
WHITE PAPER: Survey results are in: 69% of consumers have stopped doing business with a brand due to a single bad service experience in the past 12 months. With insight like this, it’s clear that customer engagement is integral to success. Download the survey results here to learn about the findings and how to apply them to your customer experience strategy.
Posted: 11 Mar 2020 | Published: 11 Mar 2020

Freshworks

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

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

X Series: Solution Overview
sponsored by 8x8, Inc.
WHITE PAPER: Customers hold power in their ability to pick and choose which providers to engage with. When they do engage with your business, you must ensure that their experience exceeds expectations. In this 31-page guide, learn how X Series provides the tools needed to propel engagement and guarantee a quality CX. Download the guide here to start reading.
Posted: 05 Mar 2020 | Published: 05 Mar 2020

8x8, 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

SearchUnify

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
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