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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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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

The Road to Transforming the Customer Service Experience
sponsored by ServiceNow
WHITE PAPER: According to Forrester, 63% of consumers will stop doing business with a brand due to poor customer service. In this white paper, learn how to prevent customer dissatisfaction, and uncover the essential features of a competitive customer service strategy.
Posted: 20 Feb 2019 | Published: 20 Feb 2019

ServiceNow

The Three Customer Service Megatrends In 2019
sponsored by ServiceNow
ANALYST REPORT: In this analyst report from Forrester, discover the ways in which automation is changing the world of customer service for the better. Find out why customer service organizations must adjust their strategies to leverage automation and deliver experiences in line with customer expectations.
Posted: 20 Feb 2019 | Published: 17 Jan 2019

ServiceNow

5 Minutes with Propel: Integrated Customer Complaint Process
sponsored by PropelPLM
VIDEO: No company likes getting customer complaints, but in the medical devices industry, companies need to ensure they have an effective and auditable way for managing complaints. Download this video to uncover a modern way for handling customer complaints by integrating CRM, PLM, and QMS.
Posted: 18 Feb 2019 | Premiered: 30 Jun 2018

PropelPLM

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-book, 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

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

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

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

Attivio, Inc.

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

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

NICE inContact

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

Concentrix

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

Attivio

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

Mitel Networks Limited

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

British Telecommunications PLC

Cheat Sheet: 3 Proven Steps to Growing & Retaining More Subscribers
sponsored by Preferred Payments
WHITE PAPER: Growing and maintaining subscribers is the key to success for subscription based businesses. In this cheat sheet, uncover 3 simple steps to reducing unnecessary cancellations, and gain expert insight into improving retention rates with these best practices.
Posted: 17 Jan 2019 | Published: 17 Jan 2019

Preferred Payments

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

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

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

Concentrix

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

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

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

Concentrix

AI, ML and CX: A Match Made for ROI
sponsored by Vitria Technology, Inc.
EGUIDE: Customer experience (CX) represents the majority of AI business value through 2020, according to Gartner. Read this e-guide to learn the many different ways AI can change how customers interact with your business.
Posted: 26 Feb 2019 | Published: 31 Jan 2019

Vitria Technology, Inc.
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