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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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Magic Quadrant for Personalization Engines
sponsored by Adobe Inc
WHITE PAPER: Download this personalization engine (PE) vendor report, which can help your prepare for your next PE purchase by cross-comparing 14 leading solutions from companies like Adobe, Oracle, and Evergage.
Posted: 11 Dec 2019 | Published: 11 Dec 2019

Adobe Inc

7 Secrets to Winning New Clients
sponsored by RapidFire
WHITE PAPER: Download this white paper to discover a 7-step approach for capturing new clients as an MSP and learn how to use them in your enterprise to win new customers and to streamline the onboarding process.
Posted: 04 Dec 2019 | Published: 31 Dec 2017

RapidFire

Incident Management in the Age of Customer-Centricity
sponsored by xMatters, Inc.
WHITE PAPER: In "Incident Management in the Age of Customer-Centricity," learn about the challenges DevOps, ITOps, and business leaders at digital services organizations face as pressure grows to balance the rapid resolution of incidents with the demand for faster innovation.
Posted: 21 Nov 2019 | Published: 21 Nov 2019

xMatters, Inc.

Foundation for Digital Transformation
sponsored by Infovista
ANALYST REPORT: In this EIQ report, gain an understanding of the impact of new consumer expectations on applications, digital transformation and networking systems initiatives within retail, manufacturing and banking/finance industries.
Posted: 19 Nov 2019 | Published: 19 Nov 2019

Infovista

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

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

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

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

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

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 COMPLETE VIEW Strengthening relationships with your customers
sponsored by Hyland
WHITE PAPER: Digital transformation is as much about building strong customer relationships as it is about implementing innovative tech. Read this white paper to learn how to strengthen your customer relationships through digital engagement and self-service opportunity.
Posted: 22 Oct 2019 | Published: 22 Oct 2019

Hyland

Member Enrollment, Onboarding, and Maintenance
sponsored by Appian
WHITE PAPER: We know that health care payers are looking for innovative ways to grow and maintain their memberships—however, many membership systems suffer from outdated, complex onboarding, enrollment and maintenance processes. Read this white paper to learn how health care payers can surmount these challenges with a unique, automated system.
Posted: 18 Oct 2019 | Published: 18 Oct 2019

Appian

Member Engagement & Wellness
sponsored by Appian
WHITE PAPER: Organizations within the health care marketplace aiming to keep competitive pace need to engage their customers with transparency and convenience if they hope to maintain long-lasting relationships. Read this white paper to learn more about current customer expectations and how health care payers can partner with Appian to meet these demands.
Posted: 18 Oct 2019 | Published: 18 Oct 2019

Appian

3 Major Trends Impacting Healthcare Customer Experience
sponsored by Appian
WHITE PAPER: Read this white paper to learn how to evolve your customer experience to meet changes in regulations and customer demand that will set your healthcare organization up for long-term success.
Posted: 17 Oct 2019 | Published: 17 Oct 2019

Appian

Subscription Billing Product Comparison
sponsored by Fusebill
RESEARCH CONTENT: So, you know you need to be more adaptive and flexible with your subscription offerings—now what? You can use this cheat sheet for a customer-driven comparison of 3 leading vendors to decide if any of their solutions can work for you.
Posted: 15 Oct 2019 | Published: 15 Oct 2019

Fusebill

Upgrade/Downgrade: Subscription Changes on the Fly
sponsored by Fusebill
PRODUCT OVERVIEW: The ability to manage customer lifecycles and optimize for revenue growth is critical for subscription-centric organizations. Read this white paper to learn how—through utilizing Fusebill's subscription upgrade/downgrade capabilities—you can adjust subscription offerings on the fly.
Posted: 10 Oct 2019 | Published: 10 Oct 2019

Fusebill

Evolution of the DMP: A Guide to Data Management Problems
sponsored by Adobe Inc
WHITE PAPER: Read this guide to learn in more detail how the DMP’s real-time activation capabilities mean that it is increasingly being seen as critical to customer experience.
Posted: 09 Oct 2019 | Published: 09 Oct 2019

Adobe Inc

Adobe Customer Intelligence
sponsored by Adobe Inc
VIDEO: Watch this video to learn how today’s brands are making use of the Adobe Analytics Cloud to encourage multi-channel data analytics and improve organizational customer intelligence.
Posted: 07 Oct 2019 | Premiered: 07 Oct 2019

Adobe Inc

Contact Center
sponsored by NWN Corporation
PRODUCT OVERVIEW: NWN Contact Center helps deliver superior customer experiences and increased profitability levels for their customers by providing a complete digital solution, including a comprehensive analytics engine. Read this solution brief to learn how NWN helps its customers work around many common customer experience-based pain points.
Posted: 07 Oct 2019 | Published: 07 Oct 2019

NWN Corporation

How to Manage Your Sales Team with Nextiva
sponsored by Nextiva
VIDEO: A high-functioning CRM tool offers a unified source for business insights that can drive your sales team towards success. Watch this video to see firsthand how Nextiva can help you achieve this, and more.
Posted: 01 Oct 2019 | Premiered: 01 Oct 2019

Nextiva

Top Tips to Boost Conversions with Personalized Site Search
sponsored by Coveo
WHITE PAPER: Read this white paper for best practices and technical notes that will ensure you—and your customers—get the most from your site search.
Posted: 30 Sep 2019 | Published: 30 Sep 2019

Coveo

The Ultimate Guide to Site Search User Experience
sponsored by Coveo
WHITE PAPER: Use this ultimate guide to site search user experience for 8 best practices that will help you deliver the site search experience your users are demanding—whether they know it or not.
Posted: 30 Sep 2019 | Published: 30 Sep 2019

Coveo
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