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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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Using Interaction Analytics to Digitize & Optimize Contact Center Performance
sponsored by CallMiner
WHITE PAPER: In this white paper, learn about interaction analytics and explore how interaction analytics can help give contact center agents and managers the tools they need to perform at their best.
Posted: 04 Apr 2019 | Published: 31 Dec 2018

CallMiner

How AI Improves the Customer Experience
sponsored by CallMiner
WHITE PAPER: Customer experience has emerged as a critical driver in competitive differentiation and revenue growth. As a result, the tools needed to manage customer interactions are changing. In this white paper, explore how AI is revolutionizing the customer experience, and decide if AI is right for your organization's customer service strategy.
Posted: 03 Apr 2019 | Published: 03 Apr 2019

CallMiner

10 Speech Analytics Needs to Know for CX Pros
sponsored by CallMiner
WHITE PAPER: With this white paper, learn about the opportunities speech analytics can offer your organization. Explore the benefits of speech analytics in the contact center, and uncover 10 'need to know' facts about speech analytics perfect for the CX and marketing professional.
Posted: 03 Apr 2019 | Published: 03 Apr 2019

CallMiner

How Unsolicited Feedback Can Be Rocket Fuel For Your CX Engine
sponsored by CallMiner
WHITE PAPER: According to Forrester, organizations that use behavioral data from customer interactions are more successful than those who use customer surveys—but why? In this white paper, learn about the benefits of behavioral data, and explore use cases from organizations already putting behavioral data and analytics into play.
Posted: 01 Apr 2019 | Published: 01 Apr 2019

CallMiner

How Contact Centers Can Use Interaction Analytics to Reduce Risk & Improve Compliance
sponsored by CallMiner
WHITE PAPER: In this white paper, discover how companies are increasing compliance with interaction analytics, and explore how interaction analytics can help organizations improve contact center performance while increasing compliance with regulations from TCPA, HIPAA, EFTA, CFPB, and more.
Posted: 01 Apr 2019 | Published: 31 Dec 2018

CallMiner

Improve the Customer Experience with Speech Analytics
sponsored by CallMiner
WHITE PAPER: Download this white paper to explore how interaction analytics work, and review how speech and interaction analytics can help your organization improve customer satisfaction, increase productivity, and create stronger customer support teams.
Posted: 28 Mar 2019 | Published: 31 Dec 2018

CallMiner

Customer Experience Trends Report 2019
sponsored by Zendesk
RESEARCH CONTENT: In this research report, uncover how 45,000 businesses around the world are tackling customer support related issues with the incorporation of new technology, and learn how AI, analytics, omnichannel support are influencing the success of customer support related experiences.
Posted: 28 Mar 2019 | Published: 28 Mar 2019

Zendesk

Digital Journeys: 4 Mistakes You're Making, and How to Fix Them
sponsored by Concentrix
WHITE PAPER: In this white paper, explore the 4 common mistakes companies make when looking to deliver next-generation CX, and learn how you can fix the mistakes that lead to digital breakdowns and customer aggravation.
Posted: 28 Mar 2019 | Published: 28 Mar 2019

Concentrix

State of Service: Insights and Trends from over 3,500 Service Leaders and Agents Worldwide
sponsored by Salesforce
RESEARCH CONTENT: In this research report from Salesforce, uncover what over 3,500 customer service agents and decision makers around the world are doing to secure digital transformation, and uncover
Posted: 26 Mar 2019 | Published: 26 Mar 2019

Salesforce

Trends in Retail and Consumer Goods Marketing
sponsored by Salesforce
RESEARCH CONTENT: In this research report from Salesforce, explore how nearly 900 retail and consumer goods marketing leaders from around the world are offering personalized shopping experiences to their customers, and discover how AI is helping them tailor each unique shopping experience to their needs.
Posted: 26 Mar 2019 | Published: 26 Mar 2019

Salesforce

AI and the Contact Center: Radical Revolution or Methodical Evolution?
sponsored by Concentrix
VIDEO: In this webinar, explore how AI is reshaping the customer service landscape, and uncover what AI strategies work best with your CX goals and contact center. Get insight from industry experts, and find out if AI is the radical revolution the contact center needs, or the byproduct of the methodical evolution of customer service.
Posted: 26 Mar 2019 | Premiered: 26 Mar 2019

Concentrix

How Established Companies Win with Digital Transformation
sponsored by Zendesk
EGUIDE: In this guide, explore how enterprise companies the early stages of their digital transformation can better understand the next steps of their digital transformation journey, and uncover what separates customer experience leaders from the rest of the pack.
Posted: 25 Mar 2019 | Published: 25 Mar 2019

Zendesk

Deliveroo : A Zendesk Success Story
sponsored by Zendesk
CASE STUDY: In this video, explore how food delivery service, Deliveroo, uses Zendesk Support to maintain operational efficiency, improve CX, and deliver positive employee experiences.
Posted: 25 Mar 2019 | Published: 25 Mar 2019

Zendesk

Zendesk + Lonely Planet: A Customer Support Success Story
sponsored by Zendesk
CASE STUDY: In this case study, explore how travel guide book publisher, Lonely Planet, used Zendesk to engage customers across multiple channels, keep content up-to-date, and build a community of lasting relationships.
Posted: 25 Mar 2019 | Published: 25 Mar 2019

Zendesk

What's Good? Customer Satisfaction Surveys in Zendesk Support
sponsored by Zendesk
VIDEO: In this video, learn about Customer Satisfaction (CSAT) Surveys in Zendesk Support, and find out how to use customer surveys to innovate your customer experience.
Posted: 25 Mar 2019 | Premiered: 25 Mar 2019

Zendesk

Improving the Customer Experience Through Assistive Selling
sponsored by Samsung Electronics
RESOURCE: In this article, explore how the smart application of retail technology is helping physical retailers transform their storefront, and uncover how the application of assistive selling tools are improving CX and driving revenue in the physical retail environments.
Posted: 25 Mar 2019 | Published: 05 Dec 2018

Samsung Electronics

Take a Walk Through the Omnichannel Bank of the Future
sponsored by Samsung Electronics
RESOURCE: Download this article to learn more about the omnichannel effect in retail banking, and find out why banks have the choice to either deliver personalized experiences that span all of their channels or become increasingly outdated.
Posted: 22 Mar 2019 | Published: 13 Nov 2018

Samsung Electronics

Use Banking Technology to Deliver Personalized Service and Win in the Branch
sponsored by Samsung Electronics
RESOURCE: In this article, explore how to deliver a personalized customer experience to customers across branch locations, and uncover the in-person interactions required to go above and beyond.
Posted: 22 Mar 2019 | Published: 26 Nov 2018

Samsung Electronics

Hot Vendors in Dynamic Experience Management
sponsored by Contentstack
WHITE PAPER: In this white paper, discover how businesses can improve their online customer experience through the use of dynamic experience management (DXM), and explore how to leverage intelligent technologies to better understand buyer behavior, and build successful CX strategies online.
Posted: 21 Mar 2019 | Published: 18 Jun 2018

Contentstack

Digitally Transform Customer Service Management
sponsored by ServiceNow
EBOOK: Choosing the right customer service platform can be complex, which is why ServiceNow looped together 5 best practices to help you make the right decision. Download this e-book to uncover expert tips and discover why self-service, automation, and multi-channel support are essential for your next customer service platform.
Posted: 14 Mar 2019 | Published: 31 Dec 2018

ServiceNow

Investigating the Customer Support Persona: A Survey of Customer Support Professionals
sponsored by Squelch
RESEARCH CONTENT: Forward-thinking companies know that a great customer experience relies on the effectiveness and efficiency of their customer support teams. In this research report from Dimensional Research, get a better understanding of the people and systems driving your customer experiences, and learn how to put that information to use.
Posted: 12 Mar 2019 | Published: 31 Mar 2018

Squelch

How to Transform Your Business to Become a Bionic MSP
sponsored by Kaseya
EBOOK: Today's challenge is providing a broad enough menu of services for customers, and there are four key areas to bear in mind when considering extending your repertoire to fuel growth. Read on to view them, and for guidance on automation, security, integration, and more.
Posted: 12 Mar 2019 | Published: 12 Mar 2019

Kaseya

Trends Elevating the Customer Experience in Travel & Transportation
sponsored by Salesforce
RESEARCH CONTENT: Download this report to explore how travel, transportation, and hospitality companies that focus on personalized, contextualized, and proactive engagement can thrive in this new customer era.
Posted: 11 Mar 2019 | Published: 11 Mar 2019

Salesforce

The Value of Customer Support Across Your Organization
sponsored by Squelch
EBOOK: As customer experience becomes a key differentiator for businesses in today's competitive landscape it takes a company-wide, integrated approach to equip support agents with the knowledge they need to deliver the quality of services your customers demand. Download this e-book to explore what this looks like in practice.
Posted: 11 Mar 2019 | Published: 11 Mar 2019

Squelch

The Power of Trust between Businesses and Consumers
sponsored by Micro Focus
WHITE PAPER: From logging in to logging out and everything in between, modern authentication enables a positive customer interaction with your digital systems. In this white paper, learn how you can leverage today's technologies, such as multifactor authentication, to strike a balance between security, convenience, and long-term opportunities.
Posted: 04 Mar 2019 | Published: 31 Jul 2018

Micro Focus
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