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esupport Reports
Customer Service and the Future of Work
sponsored by ServiceNow
WHITE PAPER: This 2020 IDC Perspective explores the interplay of customer and employee experience as a core component of digital transformation. It offers insight into a holistic strategy for improving customer service and thus customer experience (CX), including consumer expectations, the role of automation, and human-machine collaboration.
Posted: 26 Jun 2020 | Published: 01 Jan 2020


How Pega Helps RBS Delivers Personalized Customer Experiences
sponsored by Pegasystems
CASE STUDY: Following the global financial crisis, the Royal Bank of Scotland (RBS) was in a hyper-competitive market; they needed to work harder to attract and retain profitable customers. To accomplish, they decided to implement Pega. Learn about their experience and the benefits RBS realized post-implementation.
Posted: 12 May 2020 | Published: 12 May 2020


Real-Time Retail in Asia Pacific: Ensuring Exceptional Customer Experience in an Always-On World
sponsored by PagerDuty
RESOURCE: To be successful, e-retailers need to ensure high availability and functionality across complex, interconnected services such as payment gateways, inventory and order management, and website and mobile apps. Get tips on how to do that and provide the best possible CX with PagerDuty in this blog post.
Posted: 04 Jun 2020 | Published: 04 Jun 2020


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


CSM Essentials Guide: Advanced self-service platforms open new customer frontiers
sponsored by ServiceNow
EGUIDE: Gartner recently found that 15% of all customer service interactions will be handled completely by AI by 2021. But many organizations have also reported difficulty with managing AI technologies. Read the 3 articles in this handbook to learn about the benefits and drawbacks of customer service AI and other self-service platforms
Posted: 24 Jan 2020 | Published: 24 Jan 2020


PegaWorld 2019 Keynote: VodafoneZiggo - Driving Meaningful Customer Dialogues
sponsored by Pegasystems
WEBCAST: Today’s customers expect more than just reactive problem solving. And they’re not satisfied with only proactive approaches—these customers expect their company to engage in serious dialogue with them. Check out this video to learn how VodafoneZiggo has been able to drive meaning from customer dialogues with the help of Pegasystems.
Posted: 20 May 2020 | Premiered: May 20, 2020


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


4 steps to an exceptional customer service strategy in times of disruption
sponsored by Pegasystems
EBOOK: Download this white paper to explore the 4 steps you can take to ensure you’re meeting customer expectations during COVID-19 and leaving a lasting impression long after.
Posted: 03 Jun 2020 | Published: 03 Jun 2020


Using Marketing Analytics to Demonstrate & Share Your Team’s Value
sponsored by Adobe
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


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


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