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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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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

Genesys

Reshape Fashion Retail With Smartphone Scanning: Keep Customers Safe, Satisfied And Increase Your Revenue
sponsored by Scandit
WHITE PAPER: In this infographic, explore the advantages of smartphone scanning and Augmented Reality (AR) software—so that your customers can turn their smartphones into personal shoppers with scan-enabled apps. Learn more here.
Posted: 23 Mar 2021 | Published: 23 Mar 2021

Scandit

Why Scan & Go On Smartphones Is Going Mainstream
sponsored by Scandit
WHITE PAPER: When contactless shopping became essential, self-scanning on smartphones was one technology helping to keep nervous shoppers and exposed employees safe. Now, self-scanning is here to stay. To get a better understanding of the world of self-scanning technology, explore the highlights and results of this self-scanning survey. Get started here.
Posted: 23 Mar 2021 | Published: 23 Mar 2021

Scandit

Automate decision making to improve customer experience and drive profitability in a rapidly changing world
sponsored by SAS
WHITE PAPER: Retail needs more than a digital transformation to keep customers engaged. That’s because true customer engagement demands high analytics capabilities—analytics that can combine consumer data with supply chain insight to generate the best decisions for each customer journey. Explore how to get started in this guide.
Posted: 22 Mar 2021 | Published: 22 Mar 2021

SAS

The Future of Retail with TIBCO Connected Intelligence
sponsored by TIBCO
RESOURCE: Access this infographic to discover how data-driven connected intelligence is allowing retailers to personalize their customer experience, predict purchasing and inventory trends, create omnichannel customer engagement strategies, optimize business processes, and more.
Posted: 15 Mar 2021 | Published: 15 Mar 2021

TIBCO

Virgin Atlantic Makes Travel Experiences More Personal
sponsored by Adobe
CASE STUDY: Read this case study to discover how Virgin Atlantic continues to chart a flight path to successful CEM with Adobe—and achieved a 70% increase in marketing channel visibility.
Posted: 15 Mar 2021 | Published: 15 Mar 2021

Adobe

Service Continuity & Connectivity
sponsored by ServiceNow
WHITE PAPER: Last year, many organizations learned the hard way that those who adopted a proactive approach toward internal and external preparedness were the ones that came out on top. Luckily, it’s not too late to get started. Learn how to refine your approach to service continuity with this in-depth guide. Download the guide here.
Posted: 11 Mar 2021 | Published: 11 Mar 2021

ServiceNow

Woolworths Group Teams With Cisco Customer Experience To Transform Operations
sponsored by Cisco Systems, Inc.
CASE STUDY: Today, organizations are under increasing pressure to deliver superior, personalized, customer experiences. Doing that requires a flexible network foundation, like the one Cisco recently helped retailer, Woolworths, implement. See how Woolworths was able to get the network they needed—to support changing customer expectations—in this case study.
Posted: 01 Mar 2021 | Published: 01 Mar 2021

Cisco Systems, Inc.

Create great experiences in your contact center
sponsored by TechTarget
RESOURCE: COVID-19 has highlighted the importance of having a contact center that can support mobile, omnichannel customer service. As you head into 2021, it's important to re-evaluate your current contact center strategy, to identify—and remedy—any existing weaknesses. Grab a copy of our guide to get started.
Posted: 01 Mar 2021 | Published: 01 Mar 2021

TechTarget

Genesys Video
sponsored by Genesys
VIDEO: Check out this on-demand live session to learn about Genesys Predictive Engagement, a solution designed to help you anticipate individual customer needs and personalize their experience across all channels.
Posted: 26 Feb 2021 | Premiered: 26 Feb 2021

Genesys

2021 Digital Trends Experience
sponsored by Adobe
ANALYST REPORT: For brands and marketers, 2021 is a year of recovery, making difficult decisions and turning the lessons of 2020 into plans for growth. Download this 2021 Digital Trends Experience report to learn how to do so, with a spotlight on how to target new customers as behaviors change, guiding principles for 2021, and more.
Posted: 26 Feb 2021 | Published: 26 Feb 2021

Adobe

2020 Talkdesk Contact Center Kpi Benchmarking Report
sponsored by Talkdesk
WHITE PAPER: Contact centers have changed considerably since last year—or even last month. In this comprehensive guide to contact centers, explore the role and value of Key Performance Indicators (KPIs), as well as 10 steps you’ll need to define your contact center KPIs. Save the guide here.
Posted: 26 Feb 2021 | Published: 26 Feb 2021

Talkdesk

A Blueprint for Enhanced Citizen Experiences
sponsored by Adobe
ANALYST REPORT: In this report, Adobe closely examines how government can move from a one-size-fits-all approach to serving populations digitally and delivering the right information at the right time to individual citizens in 2021 and beyond. Read on to view these critical takeaways.
Posted: 25 Feb 2021 | Published: 31 Dec 2020

Adobe

Succeed With A Single Source For Contact Center Infrastructure And Workforce Engagement Management
sponsored by Genesys
EBOOK: Download this ebook to discover the benefits of choosing a single vendor for call center infrastructure and workforce engagement management, including lowering TCO, improving workforce efficiency, increasing your competitive advantage, and more.
Posted: 24 Feb 2021 | Published: 24 Feb 2021

Genesys

Journey Mapping — Chart The Moments That Matter Most
sponsored by Genesys
WHITE PAPER: Read on to learn how you can take data-driven action based around customer behaviors to increase satisfaction, boost engagement, and reduce support costs.
Posted: 23 Feb 2021 | Published: 23 Feb 2021

Genesys

The Links Connecting to Loyalty
sponsored by Alchemer
WEBCAST: One of the strongest assets a business can have is a loyal customer base—a base that doesn’t just renew business but believes in your brand and advocates for it. Watch this webinar to learn the multifaceted approaches that can build customer loyalty, ways you can measure this faith, and how this can improve the employee experience too.
Posted: 18 Feb 2021 | Premiered: Feb 18, 2021

Alchemer

How The Endless Aisle Can Lead To Happier Customers
sponsored by Hughes Network Systems
WHITE PAPER: Customer demand today operates on one principle: Convenience is king. With customer expectations at an all-time high due to super stores and same-day delivery, many retailers are turning to “Buy Online, Pick-up In-Store”, or BOPIS, to keep customers happy. Learn how your team can leverage BOPIS to meet elevated customer expectations in this guide.
Posted: 18 Feb 2021 | Published: 18 Feb 2021

Hughes Network Systems

Empathetic Customer Experience - Changing the Thinking
sponsored by Alchemer
WEBCAST: Check out this webcast from Alchemer to hear VP of Customer Experience at IDC and CEO at Alchemer discuss how to build an empathetic relationship between customers and brands, the importance of technology in strengthening customer experience and driving business outcomes, and more.
Posted: 18 Feb 2021 | Premiered: Feb 18, 2021

Alchemer

Video: How Will Customer Experience Change in 2021?
sponsored by Alchemer
WEBCAST: In this webcast from Alchemer, hear the company’s CEO, VP of Customer Success, and Director of Growth Marketing discuss their prediction for how customer experience will change throughout 2021. Access it here to learn 5 trends they have forecasted.
Posted: 18 Feb 2021 | Premiered: Feb 18, 2021

Alchemer

Loyalty & Retention. Not Synonyms.
sponsored by Alchemer
WEBCAST: Customer loyalty and retention are not the same—but they are inextricably linked. Loyalty is about the emotional relationship with a customer, while retention focuses on quantifying those relationships. Learn more about the differences between customer loyalty and retention, and get tips on mastering these initiatives, in this webinar.
Posted: 17 Feb 2021 | Premiered: Feb 17, 2021

Alchemer

Customer Engagement: How Your Communication System Makes Or Breaks It.
sponsored by 8x8, Inc.
RESOURCE: Want to make an impact with customers? The window of opportunity is narrow. So, how do you deliver the experience your customers deserve? In this white paper, learn how 8x8’s X Series can help your transform your customer experience by delivering an integrated system for all communications.
Posted: 16 Feb 2021 | Published: 16 Feb 2021

8x8, Inc.

Mozilla Gives Employees The Freedom To Solve Problems While Maintaining Enterprise Data Governance And Privacy
sponsored by Alchemer
CASE STUDY: In this case study, discover why Mozilla chose data collection platform Alchemer, and how its helped them gather customer feedback to improve experiences.
Posted: 12 Feb 2021 | Published: 12 Feb 2021

Alchemer

Redefining Success For Voice Of The Customer Programs
sponsored by Alchemer
DATA SHEET: Check out this data sheet to learn the 5 steps of Alchemer’s Net Promoter Score (NPS) customer feedback program and discover the benefits it can bring to your business.
Posted: 12 Feb 2021 | Published: 12 Feb 2021

Alchemer

5 Steps To Becoming Customer-Centric
sponsored by Alchemer
DATA SHEET: Check out this infographic from Alchemer to explore the 5 steps to achieving customer centricity.
Posted: 09 Feb 2021 | Published: 09 Feb 2021

Alchemer

Transform Your Business With Alchemer
sponsored by Alchemer
WHITE PAPER: Today, every organization collects feedback data — but very few act on it. This can be blamed—at least partially—on complex solutions that make it hard to gather actionable insights from data. Enter Alchemer. Learn about Alchemer and how it can help you consolidate and analyze feedback to improve the CX in this white paper.
Posted: 09 Feb 2021 | Published: 09 Feb 2021

Alchemer
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