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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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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

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

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

West IP Communications

Enabling Self-Service with Virtual Assistants
sponsored by Concentrix
VIDEO: Drive natural and intelligent self-service and voice-support that leads to higher overall CX performance, resulting in higher rates of both customer retention and satisfaction. Find out how blending AI with real agents improves CX by watching this webcast.
Posted: 07 Dec 2018 | Premieres: 25 Dec 2018

Concentrix

Telekom Serbia Turns Contact Center into Profit Center with Avaya
sponsored by Avaya
CASE STUDY: Download this case study to learn how Telekom Serbia increased their customer satisfaction rate by almost 16%, while also improving support for mobile services.
Posted: 06 Dec 2018 | Published: 06 Dec 2018

Avaya

Online Shopping Trends
sponsored by Optimizely
RESOURCE: In this report, explore trends in consumer shopping habits, the challenges of shopping online, and the opportunity for personalization in the customer journey to help your business drive growth.
Posted: 04 Dec 2018 | Published: 04 Dec 2018

Optimizely

Make Your Breakthrough in Customer Engagement
sponsored by Bizagi Ltd
RESEARCH CONTENT: Download this research report to explore insights into the challenges for marketing, customer experience and digital leaders, and 7 steps to digitize customer engagement.
Posted: 03 Dec 2018 | Published: 03 Dec 2018

Bizagi Ltd

No More Digital Guesswork: Generate Product & Marketing Insights
sponsored by Optimizely
WHITE PAPER: Discover how product and marketing teams can use one tool to get feedback on digital products, commerce, and campaigns and improve their decision-making based on evidence and facts. Learn about the Optimizely X experimentation platform and find out how you can deploy new features successfully, personalize digital experiences, and more.
Posted: 03 Dec 2018 | Published: 03 Dec 2018

Optimizely

Customer Service Metrics That Matter
sponsored by Zendesk
WHITE PAPER: Customer service metrics help to track performance in your primary customer service mission – but you'll need data to be successful. Download this white paper to explore a defined path through all the data and uncover expert advice about how to best use the metrics found to be essential for managing your support operations.
Posted: 30 Nov 2018 | Published: 30 Nov 2018

Zendesk

Become the Responsive Bank
sponsored by Bizagi Ltd
EBOOK: Download this e-book to learn how digital platform technologies can help your organization spark real change with ease and boost customer advocacy for good, ensuring a seamless omni-channel customer experience.
Posted: 30 Nov 2018 | Published: 30 Nov 2018

Bizagi Ltd

Optimizely Guide Book
sponsored by Optimizely
RESOURCE: There are plenty of A/B testing tools on the market, and plenty of marketing and web management tools with testing capabilities. However, many of them are costly, time consuming, and can lead to skewed results. In this guidebook, Nucleus Research highlights the Optimizely platform and top benefits customers have experienced since implementing.
Posted: 30 Nov 2018 | Published: 31 Mar 2017

Optimizely

Sharing Identity to Foster Customer Loyalty
sponsored by Zendesk
WHITE PAPER: What's the secret to earning loyal customers? Download this white paper for key takeaways from the research conducted by Dr. Tony Hockley of the London School of Economics and Political Science about the interplay of loyalty and identity.
Posted: 30 Nov 2018 | Published: 30 Nov 2018

Zendesk

Fairness in the Customer Relationship
sponsored by Zendesk
EBOOK: Download this e-book to find out why the care, efficiency, and thoughtfulness that companies put in customer interactions can ultimately leave a longer-lasting impression than whether or not a customer gets their desired outcome in a conflict.
Posted: 28 Nov 2018 | Published: 28 Nov 2018

Zendesk

The Complete Guide to Optimizing Demand Generation
sponsored by Optimizely
EBOOK: How is your organization ensuring that every digital touchpoint with a visitor guides them towards becoming a customer as efficiently as possible? In this e-book, learn how optimization can amplify your current campaigns across all channels, allowing you to reduce the risk of developing digital campaigns that don't generate leads.
Posted: 27 Nov 2018 | Published: 27 Nov 2018

Optimizely

Tips for Providing Great Customer Service on Twitter
sponsored by Zendesk
WHITE PAPER: Download this white paper to learn about Twitter's evolving role as an interface for company-customer relations and how organizations can take advantage of the platform's key features to advance the work of customer service teams.
Posted: 27 Nov 2018 | Published: 27 Nov 2018

Zendesk

Reinvent Business Productivity with Microsoft Dynamics 365 and Microsoft Office 365
sponsored by Microsoft
EBOOK: To stand out, businesses must make every minute count and every customer engagement shine. Download this e-book to learn how Dynamics 365, Microsoft's business management tool, can integrate with Office 365 to connect business processes and personal productivity and bring insight and efficiency to your daily tasks, and boost customer interactions.
Posted: 19 Nov 2018 | Published: 19 Nov 2018

Microsoft

Autodesk Inc. - Speeding Customer Response Times by 99% with IBM Watson
sponsored by IBM
CASE STUDY: In this case study, learn how Autodesk, a global leader in 3D computer-aided design, engineering, and entertainment software, developed a virtual agent to interact with customers contributing to a 10-point increase in customer satisfaction levels.
Posted: 13 Nov 2018 | Published: 13 Nov 2018

IBM

Design-Led Firms Win the Business Advantage: A Focus on CX Strategy and Execution Reaps Rewards
sponsored by Adobe Inc
RESEARCH CONTENT: A well-crafted experience can make the difference between a loyal, repeat customer and one who gives up and walks away unsatisfied. In this Forrester report, explore the hypothesis that embedding design practices in digital CX strategy creates a tangible and measurable business advantage.
Posted: 12 Nov 2018 | Published: 12 Nov 2018

Adobe Inc

The Role of IT in Banking's Digital Transformation
sponsored by Salesforce
RESEARCH CONTENT: Now more than ever, banking faces challenges in keeping up with evolving technologies. Banks who do not embrace technology risk customer loyalty and compliance issues. Read this research report to discover 7 key findings on the evolving technology and consumer expectations that are changing banking for IT leaders.
Posted: 02 Nov 2018 | Published: 02 Nov 2018

Salesforce

Omnichannel Support Made Easy With Zendesk
sponsored by Zendesk
RESOURCE: For many businesses, keeping up with evolving customer expectations can be difficult. In research conducted by Loudhouse, customers are less patient and expect more from their customer service than they did 3 years ago. Read this resource to learn more about how to evolve with customer service expectations.
Posted: 01 Nov 2018 | Published: 01 Nov 2018

Zendesk

Better Customer Experiences With Omnichannel Engagement
sponsored by Zendesk
RESEARCH CONTENT: Customers have many different communication channels at their disposal for customer service. For example, customers may use social media, chatbots, live chat, email, phone, etc. for customer service help. Read this report to learn about how consumer's expectations have changed over the past 3 years and the necessity of omnichannel customer support.
Posted: 01 Nov 2018 | Published: 01 Nov 2018

Zendesk

How Companies Transform Their Customer Experience in the Age of the Customer
sponsored by Zendesk
CASE STUDY: Inside, find out how brands like Uber, Peloton, and Stanley Black & Decker were able to transform their customer experiences. Learn about the importance of tailoring CRM tools to create unique experiences that are honest and data-driven.
Posted: 31 Oct 2018 | Published: 31 Oct 2018

Zendesk

Modernizing Customer Experience with Live Experience Cloud
sponsored by Oracle
VIDEO: As customers are increasingly on mobile devices and expect frictionless, real-time, and contextual experience – companies must adapt. As customers are increasingly on mobile devices and expect frictionless, real-time, and contextual experience – companies must adapt.
Posted: 06 Nov 2018 | Premiered: 06 Nov 2018

Oracle

Your Communications System is Determining Your Future
sponsored by 8x8, Inc.
VIDEO: In this webinar, hear from tech visionary Geoffrey Moore and 8x8 CEO Vik Verma, as they discuss why you will never meet your customer experience goals unless you fix your employee experience capabilities. Find out how you can empower employees to innovate, respond and serve customers with actionable insights.
Posted: 02 Nov 2018 | Premiered: 29 Oct 2018

8x8, Inc.

Ten Imperatives to Build Digital Customer Engagement
sponsored by Oracle
RESOURCE: To keep up with unpredictable markets, 24% of organizations said enabling digital capabilities is their top priority. Inside, explore an outline of 10 imperatives for true digital customer engagement that can help you deliver transformative customer experience.
Posted: 02 Nov 2018 | Published: 02 Nov 2018

Oracle
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