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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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To Be Extremely Customer-Centric Is to Be Driven by Data and AI
sponsored by Nokia
RESOURCE: Customer experience is now the yardstick by which most global brands measure themselves. This is great news for consumers and business customers, and it is driving all businesses, including CSPs, to change the way they operate. In this resource, learn how telcos can improve their customer experience to differentiate themselves.
Posted: 15 Nov 2019 | Published: 22 Jan 2019

Nokia

The UK Contact Center Decision-Maker’s Guide 2018-19
sponsored by 4Net
ANALYST REPORT: The "UK Contact Center Decision-Makers’ Guide (2018/19 - 16th edition)" is a major annual report studying the performance, operations, technology and HR aspects of UK contact center operations. Download the report to uncover 7 of the major pain points and issues that affect the contact center industry and recommendations for solving these issues.
Posted: 14 Nov 2019 | Published: 14 Nov 2019

4Net

Magic Quadrant for Contact Center as a Service, North America
sponsored by NICE inContact
ANALYST REPORT: Contact center as a service (CCaaS) solutions are becoming the preferred deployment model for many contact centers in North America. In this Gartner magic quadrant for CCaaS, discover the 9 vendors they assessed to help application leaders responsible for customer service and support technology make the right choice.
Posted: 14 Nov 2019 | Published: 15 Oct 2019

NICE inContact

Connecting Touchpoints Across the Customer Journey
sponsored by Nokia
RESOURCE: In order to be a top-performing communication service provider, you must put the customer experience first. That involves connecting subscriber touchpoints along the entire customer journey. In this blog, discover a 5G fixed wireless access (FWA) use case to illustrate the customer first, connected touchpoints approach in action.
Posted: 14 Nov 2019 | Published: 05 Jun 2019

Nokia

5 Things Buyers Want & Like About AI Chatbots
sponsored by DMI Inc
WHITE PAPER: Customer experience has reached the pinnacle of businesses success, but it has become an extremely time and resource intensive priority. Download this chatbot guide which overviews 5 data points proving why businesses should consider implementing AI chatbots to meet customer needs.
Posted: 14 Nov 2019 | Published: 14 Nov 2019

DMI Inc

Do These 5 Things to Elevate Your Brand and Prepare for 5G
sponsored by Nokia
RESOURCE: Competing on experience is important with the disruption 5G brings: new business models, new markets, and new ecosystems all create a dynamic pull for new services. 5G also provides the disruption necessary to elevate your brand as an experience leader. In this blog, learn how you can ensure your brand compares favorably to other organizations.
Posted: 13 Nov 2019 | Published: 17 Oct 2019

Nokia

Transforming Customer Experience in Financial Services
sponsored by Appian
WEBCAST: In this webinar, Appian thought leaders Michael Heffner and Todd Marthaler discuss why some financial institutions struggle to create personalized experiences that drive satisfaction and how new technologies can help leverage existing investments while modernizing contact center CX.
Posted: 05 Nov 2019 | Premiered: Nov 5, 2019

Appian

Transforming Customer Experience in Life Sciences
sponsored by Appian
WEBCAST: Life Sciences organizations have complex environments filled with stringent and continually changing regulations but are still expected to provide customers with simpler processes and personalized experiences. Watch this webinar to learn why life sciences organizations struggle to provide an enjoyable CX, and how to prevent that.
Posted: 05 Nov 2019 | Premiered: Nov 4, 2019

Appian

The Appian Intelligent Contact Center
sponsored by Appian
WEBCAST: Watch this webinar to learn how leading organizations are transforming their CX with a unified customer view, universal agents, and seamless customer engagement to deliver the CX modern customers expect.
Posted: 04 Nov 2019 | Premiered: Nov 4, 2019

Appian

Going Beyond ROI with ROX
sponsored by Contentstack
WHITE PAPER: The concept of return on experience (ROX) provides a gauge to assess the impact of a given experience on a business’ KPIs. Read this e-book for a deep dive into just how ROX can do this, how to calculate it and grow it, and—most of all—the real benefits its use has had on some major brands.
Posted: 30 Oct 2019 | Published: 30 Oct 2019

Contentstack

Pitching to Win: Creating Successful Proposal Presentations
sponsored by Upland Qvidian
WEBCAST: Proposal presentations are a critical factor in winning deals - it’s your chance to connect with your buyer in a way that a 2-dimensional proposal can’t. Watch this on-demand webinar with Susan Hanning of Strategic Proposals, where she walks through top tips to make your presentations engaging, compelling and memorable.
Posted: 29 Oct 2019 | Premiered: Oct 29, 2019

Upland Qvidian

5 Tips For Improving Customer Experience In Retail
sponsored by Dropbox
WHITE PAPER: Shoppers want a seamless customer experience (CX) when they interact with brands. They want to quickly find the items/services they need and have meaningful interactions with their brand of choice along the way. Use this white paper for 5 tips that will help you improve your CX, and better meet demanding customer expectations.
Posted: 29 Oct 2019 | Published: 29 Oct 2019

Dropbox

The Omnichannel Maturity Assessment
sponsored by IBM
RESEARCH CONTENT: Having an omnichannel program in place is vital for modern retailers. However, only 38% of retailers surveyed reported that they have the right processes in place to execute on a consistent omnichannel fulfillment strategy. Download this Forrester report to explore how to measure the maturity of your omnichannel program and adjust accordingly.
Posted: 28 Oct 2019 | Published: 28 Oct 2019

IBM

Best Practices: Creation and Optimization of Your Customer Reference Program
sponsored by Upland RO Innovation
EBOOK: Read this e-book for best practices and tips from your peers designed to help B2B sales, marketing and customer reference management professionals create a thriving customer reference program.
Posted: 28 Oct 2019 | Published: 28 Oct 2019

Upland RO Innovation

Miami HEAT Delivers Realtime Personalized Digital Experiences with a Headless CMS
sponsored by Contentstack
CASE STUDY: The Miami HEAT needed a more flexible, scalable CMS. By moving to Contentstack headless CMS and focusing on mobile, the HEAT gained additional customer visibility which helped this deliver next-level personalization. Read this case study to learn how they crafted an award-winning app that drove sales and brand engagement.
Posted: 28 Oct 2019 | Published: 28 Oct 2019

Contentstack

Six Tips to Winning More Deals
sponsored by Upland Qvidian
EBOOK: To increase chances of winning more deals—organizations need to be aware of the necessity in employing both a reactive and proactive approach to sales proposals. Use this white paper for 6 tips for proactive sales proposals that will help you win more deals and partnerships.
Posted: 25 Oct 2019 | Published: 25 Oct 2019

Upland Qvidian

Upgrade/downgrade Subscription Changes on the Fly
sponsored by Fusebill
WHITE PAPER: As a subscription-based business, you need to capitalize on any opportunity to optimize your customer lifecycle for growth—this means you need subscription agility. Read this white paper to learn how to optimally adjust your subscription rates—and how to do it on-command.
Posted: 25 Oct 2019 | Published: 25 Oct 2019

Fusebill

5 Priorities for Providing a Successful Customer Experience
sponsored by InMoment
WHITE PAPER: According to research from Digital Banking Report, financial services organizations must focus on 5 crucial CX priorities in order to meet the needs of their evolving clients—read this white paper to find out what they are.
Posted: 25 Oct 2019 | Published: 25 Oct 2019

InMoment

3 Rules for Choosing the Right Metrics to Track Your Customer Experience Success
sponsored by InMoment
WHITE PAPER: Many of today’s brands depend on data to help them better understand their customers, predict behavior, and make better business decisions. Because of this, CX has driven measurement and metrics to reach a whole new level. Read this white paper for 3 steps to help you choose the right metrics to measure your future CX success.
Posted: 25 Oct 2019 | Published: 25 Oct 2019

InMoment

The Future of the Field Service Workforce
sponsored by Field Nation
WHITE PAPER: The following white paper digs into the evolution of the field service labor market. Download now to discover 4 different models that organizations can use to improve their field service workforce and to empower revenue growth.
Posted: 25 Oct 2019 | Published: 25 Oct 2019

Field Nation

Content Services Casting Call
sponsored by Hyland
WHITE PAPER: Read this e-book for help defining the capabilities most critical to enhancing customer experience (CX), as well as help finding a well-rounded content services partner that is committed to improving the CX you deliver.
Posted: 25 Oct 2019 | Published: 25 Oct 2019

Hyland

The Winning Case for Voice of the Customer Programs
sponsored by Upland RO Innovation
WEBCAST: Any business that hopes to succeed and thrive in the modern world will need an always-growing understanding of their customers—to hear what they are asking for before they even ask. Watch this webinar to discover why your organization should leverage Voice of the Customer programs—and how to easily implement them.
Posted: 24 Oct 2019 | Premiered: Oct 24, 2019

Upland RO Innovation

Put Fulfillment at the Heart of Customer Experience
sponsored by IBM
WHITE PAPER: To best serve customers, retailers must work toward harmonization and optimization of a broad set of omnichannel capabilities. Read this white paper to learn more about evolving customer expectations and how you can achieve an omnichannel mastery that lasts.
Posted: 24 Oct 2019 | Published: 24 Oct 2019

IBM

The Definitive Guide to Analytics for Midsize Retailers
sponsored by Alteryx
WHITE PAPER: It’s the consumers that decide what differentiates a brand in current markets. Savvy midsize retailers committed to thriving in this age of the consumer will embrace an always-on, omnichannel environment and consider 6 key questions—keep reading to find out what they are, and discover other tips for consumer success.
Posted: 24 Oct 2019 | Published: 24 Oct 2019

Alteryx

Measuring & Reporting Your Customer Reference Program
sponsored by Upland RO Innovation
EBOOK: Being proactive with customer reference strategy and program improvement is often a hurdle as reference managers get trapped in their day-to-day—but, don’t let these critical tasks fall by the wayside. Read this white paper to learn why measuring your reference program is so important—and how you can best accomplish it despite full workloads.
Posted: 23 Oct 2019 | Published: 23 Oct 2019

Upland RO Innovation
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