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Customer Support Software Reports
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The Role Human Touch Plays in the Digital Customer Experience.
sponsored by Verizon
WHITE PAPER: Digital transformation has deeply impacted the customer experience. As technology and automation take on greater roles in customer service, it’s more important than ever to show customers you care about them as human beings. Read on to learn how to create the best possible customer experience, and create lifelong customers, in the digital age.
Posted: 25 Jun 2020 | Published: 02 May 2018

Verizon

Supercharging customer service: Reimagining the operator experience at Grocery Outlet
sponsored by ServiceNow
CASE STUDY: Access this webinar recap to explore the benefits and ROI that large retailer, Grocery Outlet, has experienced since implementing ServiceNow’s Customer Service Management solution, including Proactive Service and Effortless Self-Service.
Posted: 25 Jun 2020 | Published: 25 Jun 2020

ServiceNow

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

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

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 Ultimate Guide to As-A-Service: Customer Onboarding & Retention
sponsored by ConnectWise
EBOOK: Read this e-book to gain a 30-45-day playbook for onboarding new customers, tips for expanding your service portfolio, and guidance on evaluating your customer base and introducing existing customers to new services.
Posted: 27 Feb 2020 | Published: 31 Dec 2019

ConnectWise

The Total Economic Impact of ServiceNow Customer Service Management
sponsored by ServiceNow
EBOOK: Arguably the most important aspect regarding a potential investment in ServiceNow’s Customer Service Management software is the financial outcomes. Explore the cost savings you could experience with the CSM software in this Forrester TEI report.
Posted: 24 Jan 2020 | Published: 24 Jan 2020

ServiceNow

The Customer Experience Perspective
sponsored by ServiceNow
EBOOK: Corinium Global Intelligence recently asked 100 C – level professionals how they optimize customer service within their organization. Access this eBook to explore the results from the study, and review the about the 5 keys to a successful customer service operation.
Posted: 24 Jan 2020 | Published: 24 Jan 2020

ServiceNow

Customer Service 2019-2024
sponsored by ServiceNow
RESEARCH CONTENT: Recent trends in customer service have identified the need for a new framework—one that focuses on customers’ journeys and achieving operational excellence. Learn about it, and how you can get started on your customer experience transformation in this Customer Service 2019-2024 outlook.
Posted: 23 Jan 2020 | Published: 23 Jan 2020

ServiceNow

6 Reasons Customer Experience Management is the New Enterprise Marketing
sponsored by Contentstack
RESOURCE: In this article, explore 6 reasons why customer experience management (CEM) should take precedence in your enterprise marketing strategy. Discover how a great CX adds value to your brand, and uncover how CEM makes powerful enterprise marketing affordable and attainable.
Posted: 18 Sep 2019 | Published: 12 Jun 2019

Contentstack

Create a Great CX Strategy in 6 Steps
sponsored by FourNet
EGUIDE: How can your organization create a compelling customer experience (CX) strategy? Inside discover what constitutes a successful CX, and explore the 6 steps your organization should take to build a successful CX and confer a competitive advantage.
Posted: 12 Sep 2019 | Published: 10 Sep 2019

FourNet

Content Modeling and Headless CMS: A Match Made for the Future of Content
sponsored by Contentstack
RESOURCE: What is content modeling and how can it help your online retail organization improve CX and drive sales? View this article to get all the information you need on content modeling, and learn how to create an effective content model for your organization.
Posted: 12 Sep 2019 | Published: 17 Jan 2019

Contentstack

Call Center Quality Assurance Guide
sponsored by CallMiner
WHITE PAPER: In this guide, discover everything you need to know about creating and maintaining call center quality assurance. Uncover the problems created by poor call center quality assurance, and learn how to resolve call center quality management issues with a robust call center quality assurance strategy.
Posted: 28 Aug 2019 | Published: 28 Aug 2019

CallMiner

An Introduction to ABM Scoring
sponsored by TechTarget
WHITE PAPER: Download this white paper to examine common models and insight on what qualification criteria to focus on in determining your own ideal approach to ABM scoring.
Posted: 19 Jul 2019 | Published: 19 Jul 2019

TechTarget

To Achieve a Consumer-Grade Employee Experience, HR Must Follow CRM
sponsored by ServiceNow
ANALYST REPORT: HR leaders strive to satisfy the increasingly elevated expectations of a technically savvy workforce to create a positive perception of the HR organization and, by proxy, the employer. Download this report to find out how to provide a consumer-grade employee experience with 8 building blocks.
Posted: 03 Jun 2019 | Published: 03 Jun 2019

ServiceNow

Empower the Digital Workplace with Enterprise Chatbots
sponsored by BMC
WHITE PAPER: In this white paper, learn how enterprise chatbots can be used to meet changing employee expectations. Discover the benefits of chatbot technology, and explore how chatbots can help your organization increase business agility and improve cost savings.
Posted: 17 May 2019 | Published: 17 May 2019

BMC

The Role Technology Plays in Patient Engagement
sponsored by ServiceNow
EGUIDE: Download this e-guide to learn about the role technology plays in patient engagement and explore the tools most often used by healthcare providers.
Posted: 29 Aug 2019 | Published: 29 Aug 2019

ServiceNow

Advanced self-service platforms open new customer frontiers
sponsored by SearchCRM
EBOOK: Customer service and self-service platforms and chatbots can improve the customer experience, but they can also frustrate users. Read this e-book to learn what works, what doesn't and what needs improvement.
Posted: 22 Jul 2019 | Published: 22 Jul 2019

SearchCRM

Guide to Better CX: AI, Chatbots, and More
sponsored by ServiceNow
EGUIDE: What's the key to a successful CX? Is it personalization, AI, chatbots—a combination of all the above— or something more? Inside, discover the key to creating a successful customer experience. Learn how chatbots are influencing the state of customer support, and explore how other emerging technology trends can improve your CX success rate.
Posted: 16 Jul 2019 | Published: 16 Jul 2019

ServiceNow

Achieve CX Optimization with Call Center Transformation
sponsored by Squelch
EGUIDE: In this guide, learn how call center optimization can improve your CX strategy. Discover 5 common customer support problems affecting your CX, and learn how call center transformation can increase business value and drive customer satisfaction.
Posted: 03 Jul 2019 | Published: 01 Jul 2019

Squelch
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