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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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The Key to Unlocking Customer Insights and Driving the Customer Experience
sponsored by SAS
ANALYST REPORT: Did you know that only 16% of companies think they are very effective at delivering real-time customer interactions across touch points and devices? Harvard Business Review conducted a survey on real-time customer analytics. Download the survey results here for more key findings.
Posted: 14 Aug 2018 | Published: 31 Mar 2018

SAS

The Definitive Guide to Marketing Automation
sponsored by Marketo
RESOURCE: In this guide, explore answers to any and all questions about marketing automation, insight into selecting the right system, and what investments are required for success.
Posted: 10 Aug 2018 | Published: 10 Aug 2018

Marketo

Enterprise Search in 2025: How Site Search is Predicted to Change
sponsored by Lucidworks
WHITE PAPER: As data rapidly increases in quantity, organizations struggle to find ways to recall and analyze it. But new tools, like site search integrated with AI, can make finding the needed data—both at work and as a consumer—a lot easier. Tap into this report to learn how new enterprise search tools can help your organization gain a competitive edge.
Posted: 06 Aug 2018 | Published: 31 Dec 2017

Lucidworks

The 7 Reasons Engagement Improves Return on Your Marketing Investment
sponsored by Marketo
RESOURCE: Take a look at these slides to understand the real - and substantial – financial benefits that can come from moving to engagement-focused marketing. Learn how you can better engage with customers to avoid the risk of becoming irrelevant.
Posted: 05 Aug 2018 | Published: 03 Aug 2018

Marketo

All Things Data: A Collection of Customer Stories
sponsored by Splunk
CASE STUDY: Data can help you do amazing things, especially machine data. Download this 50-page resource to explore 42 customer success stories, each of which use machine data to drive actionable insights, enhance operation efficiencies, enhance the customer experience, and more.
Posted: 31 Jul 2018 | Published: 31 Dec 2017

Splunk

The CIO's guide to digital strategy & culture
sponsored by ComputerWeekly.com
EGUIDE: In this e-guide, find out how the head of R&D and work futurist at Atlassian has managed to scale his team's culture, as well as issues that CIOs need to be aware of when driving digital transformation efforts.
Posted: 31 Jul 2018 | Published: 31 Jul 2018

ComputerWeekly.com

Vegas.com Adds Search to Mobile and Desktop Sites, Making Sin City Planning Even Speedier
sponsored by Lucidworks
CASE STUDY: Find out how you can create a relevant, responsive, mobile search experiences for customers that reduce friction and increase conversions, much like Vegas.com was able to.
Posted: 25 Jul 2018 | Published: 25 Jul 2018

Lucidworks

Webinar: Personalized Retail Search & Recommendations with Fusion
sponsored by Lucidworks
VIDEO: In this webinar, listen to Grant Ingersoll of Lucidworks as he discusses trends in e-commerce, and how to improve conversion and customer satisfaction in a retail environment.
Posted: 20 Jul 2018 | Premiered: 24 May 2017

Lucidworks

The Impact of AI Text Analytics: Listening to the Voice of the Customer
sponsored by Luminoso
WHITE PAPER: With such high volume of customer feedback from modern channels such as social media, it's impossible for businesses to manually respond to everyone. Download this white paper to explore 5 benefits of an AI text analytics platform for automating the analysis of customer feedback.
Posted: 19 Jul 2018 | Published: 19 Jul 2018

Luminoso

Transforming Retail for the Digital Age
sponsored by Microsoft
WHITE PAPER: In this white paper, uncover the opportunities for the retail industry to grow, adapt and evolve to address the changing needs of customers and capture new business potential.
Posted: 17 Jul 2018 | Published: 17 Jul 2018

Microsoft

The New Rules of Email Deliverability
sponsored by SparkPost
WHITE PAPER: Take a closer look at this guide to get up to speed on the rapidly changing state of email deliverability, with 10 new rules including updates to old practices and emerging techniques.
Posted: 17 Jul 2018 | Published: 17 Jul 2018

SparkPost

Deliver New Customer Experiences Through AI-enabled Chatbots
sponsored by Amazon Web Services
VIDEO: Learn how organizations like Deloitte are leveraging AI and machine learning to improve customer engagement, and using chatbots to mimic human conversations with their customers.
Posted: 16 Jul 2018 | Premiered: 18 Jan 2018

Amazon Web Services

Transform Customer Experience with AI-Based Analytics
sponsored by Guavus
RESOURCE: Most customer care teams struggle to locate service issues easily and rapidly. In this resource, discover how real-time, AI-based analytics can enhance your customer satisfaction scores by boosting performance from customer care ops.
Posted: 13 Jul 2018 | Published: 10 Jul 2018

Guavus

Life Time Fitness Case Study: Data Management & Integration for Improved CX
sponsored by Informatica
CASE STUDY: Life Time Fitness struggled to integrate data from a variety of cloud and on-prem applications. In this case study, discover how Life Time Fitness used a data management platform to integrate data, keep data clean, and create personalized customer experiences for all members.
Posted: 12 Jul 2018 | Published: 31 Dec 2017

Informatica

Case Study: Honda Deploys Machine Learning with IBM Watson
sponsored by IBM
CASE STUDY: IDC estimates that unstructured data is growing by 40% per year. This IDC case study explores how Honda used machine learning and text analytics to respond faster to the unstructured data from customer feedback.
Posted: 11 Jul 2018 | Published: 31 May 2017

IBM

TiVo Takes Customer-Centric Programming to New Heights
sponsored by Confluent
CASE STUDY: As TiVo has grown as an entertainment services provider, it has experienced issues of data accessibility and application complexity. In this case study, discover how TiVo improved data access and their customer experience by using a data streaming platform for reduced deployment times, increased scalability and more.
Posted: 05 Jul 2018 | Published: 05 Jul 2018

Confluent

Connecting Digital and Physical Experiences for the Online Shopper
sponsored by Oracle Cloud
WEBCAST: In this webcast, learn about the Trunk Club experience for customers, and how the Customer First Experience and Customer Engagement teams create fun and convenient ways for customers to interact with stylists.
Posted: 02 Jul 2018 | Premiered: Jun 29, 2018

Oracle Cloud

2018 Digital Trends in IT
sponsored by Adobe Systems, Inc.
RESOURCE: Adobe research shows that companies are right to focus on developing their technology infrastructure, and the IT department is at the forefront of the decision-making process. Download your copy of this 2018 Digital Trends in IT report, which includes survey results from over 13k digital professionals uncovering top priorities and challenges.
Posted: 28 Jun 2018 | Published: 28 Jun 2018

Adobe Systems, Inc.

Delivering Exceptional Customer Experience With CCaaS
sponsored by West UC
WHITE PAPER: Learn about the pros and cons of a cloud-based contact center as a service (CCaaS) platform that's designed to help streamline unified communications and enable customer service teams meet consumers on their channels of choice.
Posted: 27 Jun 2018 | Published: 27 Jun 2018

West UC

Chat Channel Expansion: How to Shift from Voice to Chat with Success
sponsored by Convergys
WHITE PAPER: In the shift toward digital customer care, chat is getting a lot of attention. Find out how you can help business leaders uncover why chat isn't working for them, and 6 key success factors for making chat a more significant channel.
Posted: 15 Jun 2018 | Published: 15 Jun 2018

Convergys

ECM's Next Step: Content Services Platforms
sponsored by Enginess
EGUIDE: In this handbook, information management expert Laurence Hart explains why the need for cohesive content management strategy is driving away traditional ECM towards a more API-friendly content services model.
Posted: 15 Jun 2018 | Published: 07 Jun 2018

Enginess

The Action Gap: What's Causing all the Disappointment in your Voice of the Customer Program and How to Fix it
sponsored by Convergys
RESOURCE: Today, most companies are failing to realize the payoff of their voice of the customer (VOC) investment. According to Forrester Research, VOC programs are still not taken seriously because they struggle to drive action and prove value. Keep reading to uncover 4 dimensions of your VOC program, the role of VOC software and more.
Posted: 13 Jun 2018 | Published: 13 Jun 2018

Convergys

Self-Service Soars, Increasing Customer Satisfaction
sponsored by Convergys
RESOURCE: Customers want to interact with your company digitally 68% of the time, and they expect it to be quick and easy. As resounding 56% of customers select self-service options first for easy inquiries. Keep reading to learn about the key takeaways and find out how to make customer satisfaction results soar.
Posted: 13 Jun 2018 | Published: 13 Jun 2018

Convergys

Drive Sales by Fostering a Loyal Customer Base: Personalization Technology is the Key to Building Customer Loyalty
sponsored by Oracle Corporation
RESOURCE: Today, your customers are in control. They choose when, where, and how much they purchase. If your SMB cannot earn their loyalty, they will do business elsewhere, and you will lose your most profitable customer segment. Read on to find out how to stay ahead of competitors with cloud-based loyalty and customer engagement platforms.
Posted: 12 Jun 2018 | Published: 12 Jun 2018

Oracle Corporation

3 IVR Transformations That Saved Millions of Dollars
sponsored by Convergys
WHITE PAPER: In this white paper, find out how the right IVR improvement strategy can improve customer experience and reduce cost and how the IVR can be used to drive new revenues and enhance the digital messaging technologies companies have deployed.
Posted: 12 Jun 2018 | Published: 31 Dec 2017

Convergys
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