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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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How Digital Transformation Impacts CX
sponsored by Verizon
RESOURCE: The most important goal of digital transformation is to enhance the customer experience. In this article, learn 6 ways your business can use digital transformation to impact CX for the better. Read more here.
Posted: 23 Jun 2020 | Published: 23 Jun 2020

Verizon

Create High-Value Customer Experiences in the Field like HP Indigo
sponsored by ServiceNow
CASE STUDY: Read this webinar recap to see how digital printing provider, HP Indigo, improved product uptime and CX by aligning customer service and field service with ServiceNow.
Posted: 23 Jun 2020 | Published: 23 Jun 2020

ServiceNow

ROI of ServiceNow Customer Service Management for CSPs
sponsored by ServiceNow
WHITE PAPER: ServiceNow recently commissioned Forrester Consulting to conduct a Total Economic Impact (TEI) study. It examines the potential ROI from ServiceNow Customer Service Management for enterprises in the communication sector. Explore the key findings in this white paper.
Posted: 23 Jun 2020 | Published: 23 Jun 2020

ServiceNow

Delivering Effortless Customer Engagement in Retail
sponsored by Twilio
WHITE PAPER: Download this eBook to explore research on the state of retail, and tips for delivering the connected experience that customers expect.
Posted: 19 Jun 2020 | Published: 19 Jun 2020

Twilio

Creating Consumer Impact in Retail
sponsored by Twilio
WHITE PAPER: When customers engage with brands, they prioritize two things: Convenience and customization. The growing number of touchpoints is complicating the customer journey. In this white paper, learn about a flexible but one-to-one communication strategy can reduce complexity while delivering quality experiences.
Posted: 18 Jun 2020 | Published: 18 Jun 2020

Twilio

The Future of Customer Experience
sponsored by RingCentral
WEBCAST: Watch this video, to hear from RingCentral’s AVP of Customer Engagement John Finch as he describes the future of effortless customer engagement, and the steps organizations must take to achieve that.
Posted: 16 Jun 2020 | Premiered: Jun 16, 2020

RingCentral

The future of marketing is creative.
sponsored by Adobe
WHITE PAPER: Access to data makes us smarter—but all this information also makes us slower. With a plethora of customer data to sift through, businesses seize up. With this new Adobe guide, businesses can learn how to get back to using customer data productively.
Posted: 12 Jun 2020 | Published: 12 Jun 2020

Adobe

You Don’t Just Want Answers, You Want the Right Answers!
sponsored by Serviceaide
WEBCAST: Scripted chatbots and virtual agents are more different than you think. In this webinar, learn exactly what sets the two technologies apart. The webinar also provides insight into how automation and knowledge management are powering intelligent virtual agents in customer support.
Posted: 12 Jun 2020 | Premiered: Feb 6, 2020

Serviceaide

Nurture and Develop Your Virtual Agent’s Career
sponsored by Serviceaide
WHITE PAPER: Many customer support agents are overworked and overburdened with around the clock support, management headaches, and budget constraints. As a result, businesses are considering hiring digital staff to help ease the load. Learn more about the future of virtual agents in IT in this guide.
Posted: 12 Jun 2020 | Published: 12 Jun 2020

Serviceaide

2 Real World Case Studies for Intelligent Virtual Agents
sponsored by Serviceaide
WHITE PAPER: As the never-ending pressure to lower IT costs builds, enterprises are seeing how a shift to intelligent Virtual Agents meets customer demands at a far lower cost. In this report, learn about the real-world applications of Virtual Agents.
Posted: 11 Jun 2020 | Published: 11 Jun 2020

Serviceaide

Real World Case Studies for Intelligent Virtual Agents
sponsored by Serviceaide
VIDEO: The demands for customer support grow exponentially every day. To bridge the gap between the supply and demand of customer support, enterprises are implementing intelligent Virtual Agents. Learn more in this 2-minute video.
Posted: 11 Jun 2020 | Premiered: 11 Jun 2020

Serviceaide

Deal-Makers' Guide to Salesforce
sponsored by ClearEdge
WHITE PAPER: This 33-page guide unlocks insights into how to get your best Salesforce deal by giving you, 3 tactics to help you get the best pricing on your contract, the best practices to negotiate your best deal – because negotiating without leverage is just another form of begging, tips on how to avoid over-buying or under-buying, and more.
Posted: 04 Jun 2020 | Published: 04 Jun 2020

ClearEdge

2020 Global Customer Experience Benchmarking Report
sponsored by NTT
EBOOK: Access this ebook to learn how to remain relevant in a complex, changing environment by adhering to 6 CX recommendations and discover the 4 attributes that the top CX performers all possess.
Posted: 03 Jun 2020 | Published: 03 Jun 2020

NTT

Create High-Value Customer Experiences in the Field like HP Indigo
sponsored by ServiceNow
WEBCAST: Watch this webinar to hear from Jonathan Zur, Service Program Manager at HP Indigo, as he explains how product uptime and customer satisfaction improved after ServiceNow helped the company enlist field service engineers as mobile case agents who could schedule their own visits.
Posted: 18 May 2020 | Premiered: May 18, 2020

ServiceNow

Why B2B Customer Care Needs to Be Different
sponsored by ServiceNow
RESEARCH CONTENT: Read this interview between ServiceNow and IDC researcher, Karl Whitelock, to see why CX experts say your approach to B2B customer care needs to be different from B2C.
Posted: 15 May 2020 | Published: 15 May 2020

ServiceNow

Your Go-To Guide for Web Personalization with Progress Sitefinity
sponsored by Progress Software Corporation Sitefinity
EBOOK: Download this e-book for a refresher of content personalization fundamentals and learn how Progress Sitefinity CMS and Sitefiniity Insight can help manage, organize, and deliver your content.
Posted: 15 May 2020 | Published: 15 May 2020


Why Service Assurance is Vital for a Quality 5G Customer Experience
sponsored by ServiceNow
WHITE PAPER: Access this white paper to read an interview between ServiceNow and Karl Whitelock, Research VP, Communications Service Provider Operations and Monetization at IDC address the top 7 concerns facing service assurance in a 5G world.
Posted: 15 May 2020 | Published: 15 May 2020

ServiceNow

Be where your customers need you to be
sponsored by Axway
DATA SHEET: In these unprecedented times, banks must move beyond compliance and adopt a nimble mindset that focuses on the customer’s experience, not just the bank’s process. Access this data sheet to learn about Axway, a customer experience solution that has been helping banks navigate change for the last 20 years.
Posted: 13 May 2020 | Published: 13 May 2020

Axway

The State of the Contact Center: 8 Insights Shaping the Future of CX
sponsored by 8x8, Inc.
EBOOK: Download this eBook to explore results from 8x8 and Hanover Research’s recent survey on the current state of contact centers, and the 8 key findings they predict will shape the future of CX.
Posted: 12 May 2020 | Published: 12 May 2020

8x8, Inc.

Delivering on the Promise of a Great Customer Journey
sponsored by Progress Software Corporation Sitefinity
WHITE PAPER: Customer satisfaction and customer relationship management are crucial components to any successful business strategy, and businesses are realizing this—about 2/3 of organizations have customer experience initiatives underway. Read on to learn more about customer expectations, market trends, and business strategies about customer satisfaction.
Posted: 05 May 2020 | Published: 01 Jan 2020


Take Personalization to the Next Level with Hyper-Personalization
sponsored by Progress Software Corporation Sitefinity
WEBCAST: Watch this webinar to learn about hyper-personalization and how it can help take you existing strategy to the next level.
Posted: 04 May 2020 | Premiered: May 4, 2020


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


Communication Matters: How Employee Empowerment Impacts Brand Experience
sponsored by RingCentral
EBOOK: While there are many steps to making CX goals possible, unified communications and collaboration helps retailers connect with customers on a new level. In this e-book, uncover 5 communications experiences that illustrate how a UCC strategy can create an effortless employee experience that allows your team to better serve shoppers.
Posted: 28 Apr 2020 | Published: 28 Apr 2020

RingCentral

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

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
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