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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 Ultimate Guide to Intelligent Self-Service
sponsored by Compunnel Digital
EGUIDE: Gartner predicts that by 2020 a customer will manage 85% of their business relationships without interacting with a human. In this e-guide, discover how to make the switch to self-service customer support, and learn how to make your self-service success a reality.
Posted: 14 Feb 2019 | Published: 14 Feb 2019

TOPICS: 
Compunnel Digital

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

TOPICS: 
LogMeIn, Inc.

Customer-Centric Digital Transformation
sponsored by Compunnel Digital
RESOURCE: Download this resource to learn what separates a good customer experience from a weak one and the 3 universal criteria upon which connected customers evaluate digital experience.
Posted: 11 Feb 2019 | Published: 11 Feb 2019

TOPICS: 
Compunnel Digital

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

TOPICS: 
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

TOPICS: 
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

Integrated NICE inContact Products & Metrics Power TechStyle Fashion Group
sponsored by NICE inContact
VIDEO: Download this video to learn why TechStyle Fashion Group chose NICE inContact's cloud-based customer platform to provide customers with the channel options they want, and the streamlined experience they expect.
Posted: 07 Feb 2019 | Premiered: 07 Feb 2019

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NICE inContact

Successfully Navigating Digital Transformation in Customer Experience for the First Time
sponsored by Freshworks
WHITE PAPER: Download this white paper to learn how with the right approach, digital transformation can remove inefficiencies and enable your support team to provide better, more personal customer service than ever before.
Posted: 05 Feb 2019 | Published: 05 Feb 2019

TOPICS: 
Freshworks

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

TOPICS: 
Freshworks

Self Service Soars, Increasing Customer Satisfaction
sponsored by Concentrix
RESOURCE: Download this guide to learn how your organization can do self-service the right way by giving customers the quick and easy resolution they expect.
Posted: 01 Feb 2019 | Published: 01 Feb 2019

TOPICS: 
Concentrix

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

TOPICS: 
Freshworks

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

TOPICS: 
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

TOPICS: 
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

TOPICS: 
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

TOPICS: 
Salesforce

Customer Experience 2019: What's Hot and What's Not?
sponsored by British Telecommunications PLC
WHITE PAPER: The next 12 months are going to be turbulent for businesses looking to improve their overall CX, according to Dr. Nicola Millard, head of customer insight and futures at British Telecommunications. Download this white paper to learn more about the 3 trends causing CX volatility, and discover how to avoid the impending storm.
Posted: 18 Jan 2019 | Published: 18 Jan 2019

TOPICS: 
British Telecommunications PLC

Recommendation Metrics: Which One Should You Recommend?
sponsored by Concentrix
EBOOK: The net promoter score (NPS) schism has begun, leaving many businesses asking if their NPS is overhyped—and unreliable. In this e-book, learn about the NPS divide, and how digital disruption is changing the one-size-fits-all model of existing CX measurement tools.
Posted: 11 Jan 2019 | Published: 11 Jan 2019

TOPICS: 
Concentrix

Customer Effort: 5 Principles to Live By
sponsored by Concentrix
RESOURCE: With the digital revolution facing all industries, the number of options available to customers navigating problem-solving is staggering. Inside, find out how your organization can make the best impression on customers by infusing AI, RPA and machine learning into your CX ecosystem.
Posted: 11 Jan 2019 | Published: 10 Jan 2019

TOPICS: 
Concentrix

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

TOPICS: 
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

TOPICS: 
SAS

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

TOPICS: 
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

TOPICS: 
Concentrix

The Action Gap: What's Causing All the Disappointment in your VOC Program and How to Fix it
sponsored by Concentrix
WHITE PAPER: Sentiment around voice of the customer (VOC) software has changed from enthusiasm to disappointment due to their continued failure to deliver on promised ROIs. Download this guide to uncover 4 steps to help deliver on missing ROIs and improve the overall customer experience.
Posted: 17 Dec 2018 | Published: 17 Dec 2018

TOPICS: 
Concentrix

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

TOPICS: 
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

TOPICS: 
West IP Communications
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