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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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Future-Proof Your Digital Experiences
sponsored by Progress Software Corporation Sitefinity
WEBCAST: Digital transformation is frequently touted as a necessary initiative, but what exactly is it addressing? For many businesses, digital transformation is a process focused on overhauling and improving the user experience. Watch this webcast to learn how digital transformation affects the customer experience and prepares it better for the future.
Posted: 30 Apr 2020 | Premiered: Feb 17, 2020


The Convenience Factor: 6 Ways to Capitalize on This Shopper Preference
sponsored by SFG
WHITE PAPER: Now more than ever, convenience — or the lack thereof — has a significant impact on shopper behavior. Download this white paper to explore research on how consumers rate the convenience factor, and 6 ways you can capitalize on this shopper preference.
Posted: 30 Apr 2020 | Published: 30 Apr 2020

SFG

BT achieves world-class, personal lifecycle management
sponsored by Pegasystems
CASE STUDY: When telecommunications company BT bought EE, how did they harness the data they needed across the 2 organizations to provide customers with a seamless, omni-channel experience? Access this case study to find out.
Posted: 29 Apr 2020 | Published: 29 Apr 2020

Pegasystems

Customer Engagement Summit
sponsored by Pegasystems
WEBCAST: Tune into the summit to hear Don Schuerman, CTO & VP of Product Strategy and Marketing at Pega discuss a bold new vision of how organizations can connect customer experiences to intelligent automation that cuts across the enterprise – and beyond.
Posted: 29 Apr 2020 | Premiered: Apr 29, 2020

Pegasystems

How to Build a Global Commerce Ecosystem
sponsored by Acquia, Inc.
EBOOK: Building a world-class commerce website is no easy feat requiring the perfect blend of people, process, and technology. Access this e-book to learn how to build a ‘best-for-you’ technical solution with the Acquia Platform.
Posted: 28 Apr 2020 | Published: 28 Apr 2020

Acquia, Inc.

5 Strategies for Experiential Commerce
sponsored by Acquia, Inc.
WHITE PAPER: This e-book highlights five strategies for experiential commerce to help close the content and commerce integration gap—from uniting your marketing and merchandising functions to moving towards the omnichannel. Download now to discover these essentials and to put them to use in your enterprise.
Posted: 24 Apr 2020 | Published: 24 Apr 2020

Acquia, Inc.

COVID-19 App Customer Risk
sponsored by Syniti
PRODUCT DEMO: Watch this brief video to learn how you can use Syniti’s app to track and manage your customer risk in times of uncertainty.
Posted: 24 Apr 2020 | Premiered: 24 Apr 2020

Syniti

Are You Leveraging Your Customer Behavior Data to Maximize Results?
sponsored by Outlier
RESOURCE: Access this infographic to view recent trends in customer behavioral data analysis in organizations like yours and to discover how to generate actionable insights of your own.
Posted: 23 Apr 2020 | Published: 23 Apr 2020

Outlier

Customer Behavior Data: Opportunities, Challenges & the Reality
sponsored by Outlier
WHITE PAPER: How can your business take advantage of customer behavioral data? Read this e-book to find out. Inside, you’ll find guidance on how to gleam business-critical results from customer behavior data, 3 use cases, and how to overcome any challenges in your path.
Posted: 22 Apr 2020 | Published: 22 Apr 2020

Outlier

A Practitioner’s Guide to Sustainable Customer Experience in the Contact Center
sponsored by Vonage
WHITE PAPER: While digital interactions are on the rise, the contact center continues to play a significant role in building and maintaining a brand’s reputation. Download this white paper for practical tips on how to deliver a great customer experience in the contact center
Posted: 15 Apr 2020 | Published: 15 Apr 2020

Vonage

Call Center Resilience: A Citrix Case Study
sponsored by Citrix
CASE STUDY: Download this case study to learn how Citrix was able to execute on their business continuity plan with minimal impact to their business or customers—while ensuring the safety of employees and maintaining KPI's.
Posted: 15 Apr 2020 | Published: 15 Apr 2020

Citrix

Checklist: Managing Work-from Home Contact Center Agents
sponsored by NICE inContact
WHITE PAPER: Download NICE inContact’s Remote Agent Checklist to help you prepare in the event your organization is forced to work from home.
Posted: 13 Apr 2020 | Published: 13 Apr 2020

NICE inContact

Aberdeen Report: The return on managing customer convenience in modern service programs
sponsored by ServiceNow
RESEARCH CONTENT: Download this Aberdeen report to explore why customer convenience is increasingly important in modern service programs, and get expert recommendations on how to minimize customer effort.
Posted: 13 Apr 2020 | Published: 13 Apr 2020

ServiceNow

Using Marketing Analytics to Demonstrate & Share Your Team’s Value
sponsored by Adobe Inc
WHITE PAPER: Download this cheat sheet to learn how marketing analytics—a game-changing capability of marketing automation solutions—can help your marketing team demonstrate value and drive results.
Posted: 13 Apr 2020 | Published: 13 Apr 2020

Adobe Inc

Why Now’s the Time to Make Your Move to Marketo Engage
sponsored by Adobe Inc
WHITE PAPER: It’s time to invest in a solution that doesn’t just enable your team to complete tasks but also empowers them to drive impressive results—like Marketo Engage. Download this guide to learn how Marketo Engage can help you, personalize content across every channel, align your marketing and sales teams, and more.
Posted: 10 Apr 2020 | Published: 10 Apr 2020

Adobe Inc

The Definitive Guide to Analytics for Midsize Retailers
sponsored by Alteryx
EGUIDE: 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: 10 Apr 2020 | Published: 10 Apr 2020

Alteryx

Build A Collaboration Strategy That Benefits Every Part of Your Organization
sponsored by Vonage
EGUIDE: Download this expert guide for advice on how support a collaborative culture in your organization, and 5 tips for choosing a call center customer experience platform.
Posted: 27 Mar 2020 | Published: 27 Mar 2020

Vonage

Digital Communications in Financial Services
sponsored by Vonage
WHITE PAPER: Leading financial companies know that a good customer experience is crucial to keeping customers happy and loyal, and that the best customer experiences don’t end when the customers walk out your doors. Read on to see how digital communications and modern apps are being used to grow the customer experience to new heights.
Posted: 25 Mar 2020 | Published: 25 Mar 2019

Vonage

How MTM Leveraged Customer Feedback to Improve CX with CallMiner
sponsored by CallMiner
VIDEO: MTM is a leading non-emergency medical transportation broker that sometimes struggles to properly leverage customer feedback. Luckily, that changed after implementing CallMiner. Watch this video to learn about MTM’s experience and the benefits they’ve achieved with the new solution.
Posted: 23 Mar 2020 | Premiered: 23 Mar 2020

CallMiner

Reimagining Customer Experience
sponsored by Vonage
WHITE PAPER: Research has shown that 86% of consumers are willing to pay more for a great experience, while 89% will leave due to a poor experience. And by the end of 2020, customer experience will overtake price and product to become the key brand differentiator. Find out the Vonage journey.
Posted: 23 Mar 2020 | Published: 23 Mar 2020

Vonage

Do Your Mobile Workers Have What It Takes to Keep Customers Coming Back?
sponsored by Skedulo
RESOURCE: Your mobile workers are on the front lines of customer service – quite literally. Dive into this blog post to learn how to cater your mobile employees’ work strategies – and the tools they use – towards providing a seamless customer experience.
Posted: 20 Mar 2020 | Published: 26 Mar 2018

Skedulo

How Mobile Workforce Management Affects Customers
sponsored by Skedulo
RESOURCE: Jump inside this blog post to learn how increasing your mobile workforce management capabilities can swing around and help increase your organization’s customer experience quality – a metric worth its weight in gold in today’s user-first world.
Posted: 19 Mar 2020 | Published: 19 Jul 2019

Skedulo

The CX Pro’s Guide to Speech Analytics
sponsored by CallMiner
WHITE PAPER: Speech analytics solutions have traditionally been used by the contact center, but that may be changing as more organizations adopt them elsewhere. Download this “CX Pro’s Guide to Speech Analytics” to explore all the need-to-know details and learn how you can use them to enhance and improve CX.
Posted: 19 Mar 2020 | Published: 19 Mar 2020

CallMiner

For Raiffeisen, investing in digital meant investing in the future of the company
sponsored by Adobe Inc
CASE STUDY: With the goal of delivering countless website variations while optimizing customer experiences, Swiss bank Raiffeisen turned to Adobe and their Experience Cloud. Learn about their experience and the 4 key benefits they achieved in this white paper.
Posted: 16 Mar 2020 | Published: 16 Mar 2020

Adobe Inc

Decoding AI: Make Your Customer Service Organization a Competitive Differentiator
sponsored by Coveo
WEBCAST: By leveraging the power of AI, organizations can finally unlock key data and information from their organization. Watch this webcast to help understand AI in the context of your business, assess your organizations readiness for AI, learn how to prioritize machine learning, and evaluate the potential for AI to deliver ROI to your business.
Posted: 11 Mar 2020 | Premiered: Mar 11, 2020

Coveo
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