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ALSO CALLED: IT Customer Support, Customer Support
DEFINITION: Customer service and support (CSS) is the part of a company's customer relationship management (CRM) department that interacts with a customer for their immediate benefit, including components such as the contact center, the help desk, and the call management system.According to Lithium Technologies (a CSS product vendor), corporate costs for CSS interactions are expected to reach $100 billion in 2004.  … 
Customer Service Reports
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2021 Strategic Roadmap for Customer Service and Support: 10 Dilemmas
sponsored by Aisera
WHITE PAPER: In this Gartner Strategic Roadmap, you’ll learn how you can develop a 3-year roadmap to deliver high impact business outcomes and superior experiences. Continue reading to discover 10 dilemmas you will face on this journey and explore how your roadmap can address these issues.
Posted: 10 Jun 2021 | Published: 07 Jan 2021


Customer Data Hub
sponsored by Merit Mile
Posted: 04 Jun 2021 | Published: 04 Jun 2021

Shaping the future of relationship driven sales, marketing, and customer service with data-led and intelligent insights MP3
sponsored by Merit Mile
Posted: 04 Jun 2021 | Premiered: Jun 4, 2021

Shaping the future of relationship driven sales, marketing, and customer service with data-led and intelligent insights
sponsored by Merit Mile
Posted: 04 Jun 2021 | Published: 04 Jun 2021

Stay Ahead of the Top Customer Experience (CX) Trends in 2021
sponsored by Evolv
EBOOK: Customer experience is a proven brand differentiator in an era when e-commerce cart abandonment rates are averaging 69%. Read this short e-book to learn how technologies like artificial intelligence and cloud platforms are providing solutions that are helping companies better meet consumer expectations.
Posted: 02 Jun 2021 | Published: 02 Jun 2021

Improves Case Efficiency By Prioritizing Customer Feedback
sponsored by Medallia Inc
CASE STUDY: Improving the efficiency with which you resolve customer help requests requires prioritization and automation across the board. Read this case study to find out how 7-Eleven leveraged Medallia to achieve, 600% increase in internal engagement, 93% increase in case efficiency, 2,000+ store support center employees.
Posted: 01 Jun 2021 | Published: 01 Jun 2021

Medallia Inc

Computer Weekly - 25 May 2021: Making data an asset, not a threat
sponsored by
EZINE: In this week's Computer Weekly, we examine the latest developments in the UK government's National Data Strategy and what it means for the economy. Our latest buyer's guide explains the emerging technologies around computational storage. And we look at the advances in customer experience management during the pandemic. Read the issue now.
Posted: 24 May 2021 | Published: 25 May 2021

Student Experience
sponsored by Salesforce
VIDEO: Watch this short video to learn how you can meet the multifaceted needs of your students and improve their experience via personalized, high-quality communications at scale on Salesforce Education Cloud.
Posted: 13 May 2021 | Premiered: 13 May 2021


Quebec – ServiceNow Customer Service Management's Latest Offering
sponsored by ServiceNow
EGUIDE: Did you know that with ServiceNow Customer Service Management users get a bag of new workflow automation features in the company’s twice-yearly platform update? Read on to learn what’s in Quebec, ServiceNow Customer Service Management’s newest release and see how it supports customer experience during the pandemic.
Posted: 10 May 2021 | Published: 04 May 2021


Compare Pros And Cons Of Live Chat Vs. Phone Support
sponsored by Intercom
RESOURCE: Customer experience is king, but it's up to businesses to decide what contact channels to use to deliver it. Open up this article to see how phone support and live chat stack up against each other.
Posted: 19 Apr 2021 | Published: 22 May 2019


Conversational Al For Cx: What, Why, And How
sponsored by Avaya
TECHNICAL ARTICLE: Check out this article for an overview on conversational AI including 3 benefits it brings to customer experience management, what it looks like in action, and how to get started.
Posted: 15 Apr 2021 | Published: 09 Feb 2021


Streamline Customer Service With Digital Workflows
sponsored by ServiceNow
WHITE PAPER: As ServiceNow puts it, behind every great customer service experience is a great digital workflow. With this guide, learn how digitizing workflows can help you deliver better customer experiences—even when the unexpected happens. Read the guide here.
Posted: 12 Apr 2021 | Published: 12 Apr 2021


AI And Customer Experience Keeping It “Intelligent” Without The “Artificial”
sponsored by ServiceNow
WHITE PAPER: Explore this ServiceNow white paper to learn how AI-assisted customer service is delivering real, tangible benefits, ranging from 40% reduced average handle time to employee cost reductions of up to $5 million.
Posted: 09 Apr 2021 | Published: 09 Apr 2021


Asia-Pacific Inbound Contact Routing Systems Market Leadership Award
sponsored by Avaya
ANALYST REPORT: Download this Frost & Sullivan report to learn about Avaya's Intelligent Xperiences (IX) product portfolio, and see why the vendor was recently recognized as a Market Leader.
Posted: 08 Apr 2021 | Published: 08 Apr 2021


AI And Customer Experience Keeping It “Intelligent” Without The “Artificial”
sponsored by ServiceNow
WHITE PAPER: Explore this ServiceNow white paper to learn how AI-assisted customer service is delivering real, tangible benefits, ranging from 40% reduced average handle time to employee cost reductions of up to $5 million.
Posted: 08 Apr 2021 | Published: 08 Apr 2021


Serving The Everything Customer
sponsored by Avaya
RESOURCE: Modern customers have expectations that are so varied and high that Gartner has named them the “Everything Customer,” which begs an important question—how can you meet these seemingly impossible demands? Read this short Avaya blog post to learn how memorable, personalized, intelligent experiences can help satisfy increasingly lofty CX expectations.
Posted: 08 Apr 2021 | Published: 10 Nov 2020


The Secret to Simplifying Customer Experience Optimization
sponsored by Evolv
WHITE PAPER: The secret to simplifying customer experience optimization is out: AI is giving brands the power they need to optimize CX more effectively. In this article, explore what’s unique about AI-driven optimizations and—better yet—how to implement these practices within your own team. Get started here.
Posted: 06 Apr 2021 | Published: 06 Apr 2021

Can Chatbots Really Deliver A Better Citizen Experience?
sponsored by Avaya
RESOURCE: As states look to improve their citizens’ digital experiences, they’re faced with budgetary constraints and increasingly high customer expectations. Read this Avaya post to learn how AI-enabled chatbots, on top of other AI powered tools, can save hundreds of thousands of employee hours while helping to ease and accelerate the citizen experience.
Posted: 02 Apr 2021 | Published: 26 Oct 2020


Financial Services Customer Experience: How To Digitally Improve
sponsored by Evolv
WHITE PAPER: The lesson learned across sectors is simple: Adopt a customer-centric strategy to understand and engage with your customers, and you’ll be on your way to success. Use this guide to learn how to make the best use of customer data to create excellent customer experiences.
Posted: 01 Apr 2021 | Published: 01 Apr 2021

Why the Customer Experience Demands Optimization at AI Scale
sponsored by Evolv
WEBCAST: Check out this resource from Evolv and Frost & Sullivan to learn how artificial intelligence is opening up a whole new way to improve the customer experience and drive sustainable growth.
Posted: 01 Apr 2021 | Premiered: Jan 5, 2021

Evolving Customer Expectations Drive Adoption Of Visual Engagement Tools
sponsored by LogMeIn Rescue
WHITE PAPER: To meet customer experience expectations, businesses need to strengthen their personalization efforts and build customer trust. Access the results of this Forrester Thought Leadership Paper to learn why many businesses are struggling to meet CX expectations, and what CX leaders are doing to set themselves ahead.
Posted: 31 Mar 2021 | Published: 31 Dec 2019

LogMeIn Rescue

How to Reduce E-Commerce Cart Abandonment with AI Optimization
sponsored by Evolv
RESOURCE: Read this blog to learn why e-commerce cart abandonment is so high and discover how AI optimization can help reduce it.
Posted: 31 Mar 2021 | Published: 31 Mar 2021

How a new focus on digital experiences is shaping consumer banking
sponsored by Evolv
WEBCAST: Check out this webcast for tips on creating a consolidated customer journey across any digital screen, the importance of a dynamic and personalized mobile experience, and the challenges financial organizations should be aware of along the way.
Posted: 31 Mar 2021 | Premiered: Jan 26, 2021

Crm Role In Omnichannel And The Journey Towards Multiexperience
sponsored by Avaya
RESOURCE: Read this short blog post to learn how technologies like AI and CRM solutions can best be used, alongside with human expertise and experience, to create a truly omnichannel experience where others have failed.
Posted: 30 Mar 2021 | Published: 10 Mar 2021


Improve customer strategy with predictive routing
sponsored by Genesys
WHITE PAPER: Customer experience is neither a single interaction nor a series of them; it’s an end-to-end customer journey. This guide aims to help your team make sense of customer interactions, including what to know about the predictive routing model and how customer experience platforms help you contextualize data. Download the guide here.
Posted: 23 Mar 2021 | Published: 23 Mar 2021

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