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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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Product Feedback Management: How To Use Customer Intelligence For Product-Market Fit
sponsored by Survey Gizmo
WHITE PAPER: The need for product feedback is greater than ever before in part due to the ever-changing demands, expectations, and shopping savviness of today's consumers. In this white paper, explore how to implement a process that can be used to mature and enhance products over time by integrating customer intelligence throughout the product lifecycle.
Posted: 02 May 2019 | Published: 02 May 2019

Survey Gizmo

The Appian Intelligent Contact Center Platform
sponsored by Appian
VIDEO: In this video, learn how an intelligent contact center platform from Appian can help your organization achieve a 60% increase in customer satisfaction and average cost savings of over 40%. Review Appian product features, and decide if an intelligent contact center is right for you.
Posted: 02 May 2019 | Premiered: 02 May 2019

Appian

A History of Content Management Systems and the Rise of the Headless CMS
sponsored by Contentstack
RESOURCE: There will always be disruptive technologies that will change the CMS playing field. There is no doubt that AI and machine learning are going to play a huge role in the future of content management. To understand the future of content management, this blog looks at how CMS first came on the scene and why there are different types.
Posted: 01 May 2019 | Published: 18 Dec 2018

Contentstack

Content At Your Service: How Modern Content Services Platforms Power Digital Transformation
sponsored by Hyland
RESEARCH CONTENT: Companies are shifting from enterprise content management suites to modern content services platforms. This new generation of content management enables much more than record preservation and other back-office functions. In this research report, explore the value organizations see in adopting a modern content services platform.
Posted: 01 May 2019 | Published: 31 Mar 2019

Hyland

The New Reality for Customer Engagement
sponsored by Appian
WEBCAST: If your customer engagement center is perceived internally as a point of cost and not profit, then it's time for a change, and that doesn't mean just chat bots. Watch this webinar presented by Forrester for a discussion on overcoming the omnichannel customer service challenge by making use of an intelligence contact center platform.
Posted: 01 May 2019 | Premiered: Dec 31, 2018

Appian

How to Score Big with NPS: Understanding the Power a Company's Net Promoter Score has on Business Success
sponsored by Survey Gizmo
EBOOK: What is a net promoter score (NPS) and how can it be used to measure the long-term success of your existing organization? In this white paper, discover the value of NPS, and learn how NPS can be used to track customer satisfaction and loyalty across your organization.
Posted: 01 May 2019 | Published: 01 May 2019

Survey Gizmo

Digital Experience Platform vs. CMS
sponsored by Contentstack
RESOURCE: In this blog, learn what differentiates a digital experience platform (DXP) from a CMS. Uncover the benefits of an open digital experience platform, and review how coupling your DXP with a headless CMS can help your organization increase customer satisfaction by providing a fully connected, personalized digital experience.
Posted: 01 May 2019 | Published: 01 May 2019

Contentstack

How to Nail Your Enterprise Marketing Strategy
sponsored by Contentstack
RESOURCE: When compared to smaller organizations, enterprise marketers lag behind. Learn how to spring ahead of the pack with insight from this enterprise marketing strategy guide, and uncover 5 fool-proof tips for a better enterprise marketing campaign.
Posted: 01 May 2019 | Published: 01 May 2019

Contentstack

Overcome the Greatest MSP Challenge: Customer Acquisition
sponsored by Unitrends
EBOOK: This e-book is designed to help you overcome the customer acquisition hurdle. Download it for guidance on not only finding new customers, but ensuring their data—as well as that of your existing customers—is secure and protected.
Posted: 01 May 2019 | Published: 14 Mar 2019

Unitrends

24x7 Customer Service Without Additional Headcount
sponsored by Serviceaide
WHITE PAPER: Download this white paper to learn how the IT service desk demonstrates how the internal CX is influenced by the journey through interaction touchpoints, and why achieving this often requires a redesign of company culture, new technology, and modernized processes.
Posted: 30 Apr 2019 | Published: 30 Apr 2019

Serviceaide

Digital Transformation Checklist: Top 5 Digital and Data Trends in Banking
sponsored by Hitachi Vantara
WHITE PAPER: In this white paper, explore the powerful forces reshaping the retail banking and payments industry. Discover how to radically transform your banking organization for the future, and learn how to apply 5 top digital and data trends into your organization.
Posted: 30 Apr 2019 | Published: 30 Apr 2018


Heinen's Enables Market Expansion With Cloud-Based HR Solution
sponsored by Hyland
CASE STUDY: Heinen's, a small butcher shop had a goal of expanding into the Chicago area. However, the company realized its HR processes wouldn't keep up. It was clear the processes need to change. In this case study, learn why Heinen's chose to implement a cloud-hosted OnBase platform to simplify associate information management.
Posted: 30 Apr 2019 | Published: 30 Apr 2019

Hyland

Is Customer Experience (CX) More Important Than Product?
sponsored by Squelch
RESOURCE: The key to a successful CX culture is developing a sense of connection. At its most basic level, this connection must exist between customer support and success agents and the company itself, as agent satisfaction is critical to the overall success of a business. In this resource, learn how to create a winning CX by providing a seamless experience.
Posted: 30 Apr 2019 | Published: 08 Mar 2019

Squelch

BI and Analytics in the Age of AI and Big Data
sponsored by Hitachi Vantara
WHITE PAPER: In this report, learn how to prepare for the evolving business landscape by informing yourself of the trends influencing current BI, analytics, and data architecture strategies. Learn about cutting-edge BI and analytics tools, and get a better understanding of how to drive higher value from data and analytics.
Posted: 29 Apr 2019 | Published: 29 Apr 2019


Capitalize on the Value of Bank Data Drive Customer Engagement and Realize Operation Efficiencies with Advanced Analytics
sponsored by Hitachi Vantara
RESOURCE: View this infographic to learn how banks and other organizations can turn their customer data into actionable insight through the use of advanced analytics. Review customer analytics best practices, and explore your software options with Hitachi Analytics.
Posted: 29 Apr 2019 | Published: 29 Apr 2019


The Basics of Customer Case Management
sponsored by Squelch
RESOURCE: What is customer case management and how can it help your business? In this blog, learn about the basics of customer case management, review key features, top service providers, and the clear benefits for your organization.
Posted: 29 Apr 2019 | Published: 08 Feb 2019

Squelch

There's No Time Like the Present
sponsored by Concentrix
VIDEO: If you are asking a customer to take the time to provide feedback, the entire survey process should match your general digital strategy. Watch this video to learn how to improve the digital experience of your customer feedback process.
Posted: 26 Apr 2019 | Premiered: 31 Dec 2018

Concentrix

How to Improve Customer Service Agent Satisfaction to Enhance CX and Your Bottom Line
sponsored by Squelch
RESOURCE: In this article, learn how improving your customer service agents' satisfaction can enhance CX and drive your business' bottom line. Discover how CX and customer service satisfaction are linked, and uncover how to get the most out of your support team.
Posted: 26 Apr 2019 | Published: 23 Nov 2018

Squelch

A Guide to the Most Common CRM Use Cases
sponsored by Greenhouse
WHITE PAPER: View this e-book to learn about the common questions you should consider before investing in a CRM strategy, and find out how to leverage your CRM effectively with a series of expert tips from Greenhouse CRM.
Posted: 25 Apr 2019 | Published: 25 Apr 2019

Greenhouse

The Role of Human Talent in a Digital-First World
sponsored by Concentrix
WHITE PAPER: With this e-book, learn how to balance your human and digital CX interactions. Discover 7 high-priority actions for making digital technologies and human talent work in harmony, and unlock the skills you need to optimize your contact center experience.
Posted: 25 Apr 2019 | Published: 25 Apr 2019

Concentrix

Social Media Dominates Customers' Online Activities: How to Respond
sponsored by Concentrix
WHITE PAPER: How do you catch your customers' attention online? In this white paper, discover how to develop a CX strategy leveraging social media, and learn where your company should be investing in its social media presence.
Posted: 25 Apr 2019 | Published: 25 Apr 2019

Concentrix

9 Steps to Gain and Retain Customers
sponsored by Oracle Corporation
WHITE PAPER: Download this e-book to unlock the 9 steps your growing company needs to elevate its customer experience and outmaneuver the competition. Learn how a strong CX can help put your SMB back on the map, and review your software options with Oracle CX Cloud.
Posted: 24 Apr 2019 | Published: 31 Dec 2018

Oracle Corporation

Tips to Choose the Right CX Cloud
sponsored by Oracle Corporation
EBOOK: In this e-book, explore how cutting-edge customer experience (CX) cloud platforms have drastically altered customer expectations with features such as personalization and data analytics, and explore your software options with a CX Cloud platform from Oracle.
Posted: 22 Apr 2019 | Published: 31 Dec 2018

Oracle Corporation

The Future of E-Commerce
sponsored by Instart
RESOURCE: Download this infographic to learn more about the state of e-commerce, and prepare for a successful future with predictions and insights about digital experience automation tools.
Posted: 17 Apr 2019 | Published: 17 Apr 2019

Instart

Build Your Digital Transformation Strategy on a next Generation Technology Foundation
sponsored by Dropbox
WEBCAST: According to a Forrester Digital Process Automation Survey, nearly two-thirds of correspondents are transforming their whole business strategy rather than just operational efficiency. Watch this webinar to learn how to think big picture with your digital transformation - your customers will thank you.
Posted: 17 Apr 2019 | Premiered: Dec 31, 2018

Dropbox
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