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Customer Service

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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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Cross-Channel Campaign Management for B2C Marketing Professionals
sponsored by Adobe Systems, Inc.
ANALYST REPORT: In this Forrester report, learn about the 12 most significant cross-channel campaign management providers, and how they measure up and help B2C marketing professionals make the right choice.
Posted: 19 Apr 2018 | Published: 19 Apr 2018

Adobe Systems, Inc.

Aeroporti di Roma Lands Digital Transformation Right on Time: Complete data integration, correlation, and visibility on customer behaviors
sponsored by TIBCO
CASE STUDY: Learn why Aeroporti di Roma adopted a connected intelligence cloud platform to drive the future of their digital transformation and enhance customer service.
Posted: 19 Apr 2018 | Published: 17 Oct 2017


Modeling ROI for Personalization
sponsored by Acquia, Inc.
WHITE PAPER: This white paper explores how to make a case for the ROI of personalization. Learn about a personalization value assessment framework that uses 5 key steps to justify the use of personalization for building brand awareness and customer engagement.
Posted: 19 Apr 2018 | Published: 19 Apr 2018

Acquia, Inc.

Top Digital Intelligence Platforms You Should Know
sponsored by Adobe Systems, Inc.
ANALYST REPORT: Find out how customer insights pros can use digital intelligence to meet and exceed the expectations of their customers, and how the top 10 digital intelligence platform providers compare.
Posted: 19 Apr 2018 | Published: 04 Apr 2017

Adobe Systems, Inc.

Vision from the Harbor: Make Your Customer Journey Legendary
sponsored by Adobe Systems, Inc.
RESOURCE: Find out how marketing has changed so rapidly in the last decade, leaving many businesses paralyzed, and how you can use testing, analysis, and optimization to create a customer journey consumers will never forget.
Posted: 18 Apr 2018 | Published: 30 Dec 2016

Adobe Systems, Inc.

Use Personalization to Enrich Customer Experience and Drive Revenue
sponsored by Acquia, Inc.
RESEARCH CONTENT: Learn about 6 major approaches to personalization across a variety of different channels, and find out how you can improve customer-facing processes, build a digital personalization engine, and monitor key personalization metrics.
Posted: 13 Apr 2018 | Published: 20 Dec 2017

Acquia, Inc.

Analyst Report: Connecting Process to Customer: Take the Customer Journey
sponsored by Acquia, Inc.
RESEARCH CONTENT: Improving the customer experience at your organization may mean a change of approach. In this Gartner report, learn how you can implement an outside-in approach to your organization's customer-facing processes.
Posted: 13 Apr 2018 | Published: 16 Nov 2015

Acquia, Inc.

Nampa School District's ITSM Success Story
sponsored by Serviceaide
CASE STUDY: Discover how an underperforming IT Department in Nampa School District turned itself into an exceptional customer service organization with a new service management tool.
Posted: 13 Apr 2018 | Published: 13 Apr 2018

Serviceaide

Conversation AI: Driving the Next Generation of the Mobile Customer Experience
sponsored by Oracle Corporation
RESOURCE: Find out why conversational AI is a trend for digitally empowered customers and why chatbots are going to stay to improve mobile customer experiences.
Posted: 12 Apr 2018 | Published: 12 Apr 2018

Oracle Corporation

10 Most Significant Sales Force Automation Providers
sponsored by Microsoft
ANALYST REPORT: Find out why buyers increasingly wield more power and influence over their customer journey, and how customer leverage sales force automation tools with an overview of the 10 most significant sales force automation providers.
Posted: 09 Apr 2018 | Published: 27 Jun 2017

Microsoft

Trusted Customer Data: The Foundation of Modern B2B Marketing
sponsored by Informatica
RESOURCE: Learn about strategic customer data management and how B2B marketers can quickly find the data they need, discover the relationships that deliver the most value, and make the best decisions.
Posted: 06 Apr 2018 | Published: 06 Apr 2018

Informatica

Superior Customer Experience With MDM and Big Data Insights
sponsored by Informatica
WHITE PAPER: Find out how you can ensure that your customer data remains reliable and trustworthy as you access, consolidate, and manage it, making it more complex than ever.
Posted: 06 Apr 2018 | Published: 29 Dec 2017

Informatica

Intelligent Disruptors: Meet the Experts Behind Customer 360 Initiatives
sponsored by Informatica
RESOURCE: Learn how 5 ambitious companies planned, managed, and implemented customer 360 initiatives with intelligent customer data.
Posted: 05 Apr 2018 | Published: 29 Dec 2017

Informatica

7 Steps Closer to Intelligent Customer Engagement
sponsored by Informatica
RESOURCE: Learn about the root cause of customer experience chaos and why it takes intelligent data management to establish a foundation of trusted data that represents a consistent and 360-degree view of your customer relationships.
Posted: 05 Apr 2018 | Published: 29 Dec 2017

Informatica

A Primer: Oracle Intelligent Bots
sponsored by Oracle Corporation
WHITE PAPER: This white paper examines the rise of chatbots in the modern enterprise. From machine learning apps to NLP, discover how AI is changing the face of business. Plus, learn about Oracle Intelligent Bots and find out how you can start building chatbots for your own organization with accessible, low-code tools.
Posted: 05 Apr 2018 | Published: 31 Dec 2017

Oracle Corporation

10 Tips for Better Salesforce Reporting
sponsored by Informatica
WHITE PAPER: Find out how to use trusted data as the backbone of accurate Salesforce reporting for CRM and marketing automation strategies with 10 best practices for Salesforce data quality and governance.
Posted: 05 Apr 2018 | Published: 31 Dec 2017

Informatica

Chatbots 101
sponsored by Oracle Corporation
RESOURCE: With the rise of omnichannel engagement across a variety of digital mediums – from mobile apps to traditional websites – chatbots have grown in their capacity to shape positive customer experiences. Learn about the developing relationship between chatbots, messaging apps, and customer engagement.
Posted: 04 Apr 2018 | Published: 31 Dec 2017

Oracle Corporation

Bonobos Case Study: The Future of Retail is Personal
sponsored by Adyen
CASE STUDY: Learn more about how Bonobos utilized a payment platform in-store and online, that allowed them to focus on the customer and not processing payments.
Posted: 04 Apr 2018 | Published: 07 Dec 2017


Customer Personalization: What Do Shoppers Actually Want?
sponsored by Adyen
RESOURCE: Find out why customer personalization is a hot-topic at the moment, and how you can deliver an experience your shoppers will love with examples of customer personalization that shoppers actually want.
Posted: 03 Apr 2018 | Published: 05 Feb 2018


How to Compete and Win Against Amazon
sponsored by Experian Data Quality
WHITE PAPER: Inside, uncover what it takes to keep up with Amazon's pace, and how you can pull ahead to provide a shopping experience that is creative to compete effectively.
Posted: 28 Mar 2018 | Published: 31 Dec 2017

Experian Data Quality

Use Gamification and Workforce Optimization to Help Improve Your Customer Experience
sponsored by Verizon
VIDEO: Learn about the right tools to kindle employee excitement and the importance of attracting and retaining high quality talent with workforce optimization. Also uncover why you need to provide unique, personalized CX to gain new customers and keep the ones you have.
Posted: 22 Mar 2018 | Premiered: 05 Oct 2016

Verizon

Better, Faster, Shorter: Engaging Customers and Resolving Issues With New Contact Center Tools
sponsored by Verizon
WEBCAST: Hear from Alla Reznik and Jessica Smith from Verizon about the importance of the customer experience and how your organization can make the move from contact centers to experience centers while capturing the voice of the customers.
Posted: 22 Mar 2018 | Premiered: Oct 10, 2016

Verizon

A Closer Look at Genesys PureCloud
sponsored by Genesys
ANALYST REPORT: Inside, analysts from Nucleus Research examine the experiences of organizations using cloud contact center solutions to respond to customer requests through their communication channel of choice, and more.
Posted: 21 Mar 2018 | Published: 31 Aug 2017

Genesys

Potential Cost Savings and Benefits of a Cloud-Based Omnichannel Contact Center
sponsored by Genesys
RESEARCH CONTENT: In this Forrester Research Total Economic Impact report, learn about the potential financial effects of a modern, cloud-based contact center management platform.
Posted: 21 Mar 2018 | Published: 31 Dec 2017

Genesys

Shining a Light on Cloud-Based Contact Centers
sponsored by Genesys
RESEARCH CONTENT: This TEC spotlight report examines a cloud-based contact center management platform. Find out how to support omnichannel customer engagement processes and discover how you can manage workforce collaboration, communications, and engagement workflows on a single platform.
Posted: 20 Mar 2018 | Published: 30 Nov 2017

Genesys
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