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Most Popular White Papers and Webcasts CRM Research



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Published: Fri, 24 Feb 2017 11:45:12 EST

Last Build Date: Fri, 24 Feb 2017 11:45:12 EST

 



Keep Your Contact Center Running Smoothly and Reliably For Better Customer Experiences

Fri, 24 Feb 2017 24:00:00 EST

Your contact center is the heartbeat of your business. You can't afford to compromise on reliability. Every component must interoperate flawlessly, ensuring the uninterrupted service your customers demand. In this product overview, learn about the Genesys Customer Experience Platform, which pairs with AudioCodes to help you achieve this goal. Published by: Genesys



How Woolworths Improved Customer Experience & Employee Engagement

Fri, 24 Feb 2017 24:03:00 EST

Retail giant Woolworths seeked to transform their contact center to deliver an enriched experience to their customers across all their brands. In this case study, discover how they accomplished this goal with a full, omnichannel customer experience platform. Published by: Genesys



Transforming Service Operations for Dramatically Improved Results

Fri, 24 Feb 2017 24:00:00 EST

Datamétrica, a contact center service company in Brazil, struggled with unintegrated legacy systems, manual task gathering, and ineffective analysis of KPIs and team performance. In this case study, learn how they resolved their issues with performance and workforce management, customer satisfaction, and more with workload management software. Published by: Genesys



How To Help Your Contact Center and Keep Customers Happy

Fri, 24 Feb 2017 24:00:00 EST

The ability to manage interactions across channels as a single, coherent conversation is key to keeping your customers engaged and happy. In this product overview, learn about how Conversation Manager from Genesys, a customer experience management platform, can help your contact center. Published by: Genesys



Omnichannel Authentication: Balancing Humanity and Technology

Fri, 24 Feb 2017 24:00:00 EST

Learn how to make authentication processes less cumbersome for your customers with technology for secure, simple engagement. Published by: NICE Systems, Inc



The New Omnichannel Retailer

Fri, 24 Feb 2017 24:00:00 EST

This e-book looks at how retailers should reinvent and simplify their entire operations in terms of sourcing, planning, supply chain, and CX. Learn how to succeed in an omnichannel world and embrace digital disruption. Published by: IBM



Using AI-Powered Interaction Analytics to Transform the Enterprise

Thu, 23 Feb 2017 24:00:00 EST

This article examines the business benefits of voice recognition and analysis. Learn the positive outcomes business can realize thanks to customer experience analytics powered by neural networks. Published by: NICE Systems, Inc



Vodafone GmbH Enhanced Customer Experience Across Channels

Thu, 23 Feb 2017 24:00:00 EST

Mobile phone network company, Vodafone GmbH, knew they needed to enhance their customer service. Previously, their communication channels operated in silos that caused customer frustration. Discover how Vodafone GmbH was able to accomplish this goal, and also enable a high-quality mobile app for their customers. Published by: Genesys



Why Omnichannel Customer Engagement Is No Longer Optional

Thu, 23 Feb 2017 24:00:00 EST

Only a mere 7% of customers are extremely satisfied that brands provide a seamless, integrated customer experience across all channels, and omnichannel engagement nearly triples customer retentions. Judging by the numbers, omnichannel is no longer optional. Read this report to uncover how you can integrate omnichannel into your CRM system. Published by: Genesys



How Retailer Marks and Spencer Is Raising The Bar In Customer Service With Omnichannel Technology

Thu, 23 Feb 2017 24:05:08 EST

Most customers today expect that companies will perform well across all available channels. But the reality is that some companies may rate highly with customers with one channel, while lacking in another. Inside, learn how leading retailer Marks and Spencer is using an omnichannel engagement platform to help raise their customer experience bar. Published by: Genesys



How PayPal Improved Global Customer and Employee Engagement & Managed Growth

Thu, 23 Feb 2017 24:00:00 EST

PayPal needed a way to straighten out their customer experience, improve global insights, and employ a scalable system in the face of double-digit growth. In this case study, learn how this global finance giant tackled these hurdles to differentiate their customer service and manage their explosive growth Published by: Genesys



Leveraging Big Data To Power Strong Customer Connections

Fri, 17 Feb 2017 01:11:54 EST

Big data has provided incredible opportunities for marketing, including improving the customer experience. But how do you create a strong connection to the right audience through big data? In this in-depth webcast, discover expert insights and a panel discussion to help you craft your best big data plan and reach the right audience. Published by: Oracle Corporation



Strategic Marketing Software Boosts Inbound Marketing Tactics

Wed, 15 Feb 2017 24:00:00 EST

Marketers know that their very tools and strategies have to change in the era of inbound marketing. In this expert handbook, learn about tools necessary for a successful marketing software strategy, what to buy, and how to think about those software purchases in the context of your existing infrastructure and operations. Published by: SearchCRM



Strategic Planning Tools for Contact Centers

Wed, 22 Feb 2017 24:00:00 EST

This white paper explores how to leverage contact center strategic planning tools to predict performance more accurately and provide comprehensive what-if analysis capabilities. Discover how to get key answers to tough operational questions so that you can react to change faster and with more agility. Published by: Genesys



From Data to New Customers: How Big Data Improves Customer Experience

Wed, 15 Jul 2015 24:00:00 EDT

The big data analytics process is speeding up to offer improved customer experiences. Watch this 3 minute video to learn how big data is being leveraged faster than ever to ensure that customers get what they need and repeat business. Published by: IBM



Transforming Business Processes: Delivering Fast, Accurate Service, and Improving Customer Experience

Wed, 22 Feb 2017 24:00:00 EST

All companies should be striving to reduce or eliminate errors to avoid alienating customers, partners and others in the business ecosystem. Learn how robotic automation can help companies achieve these goals. Published by: NICE Systems, Inc



Microsoft Dynamics 365: Changing the CRM, ERP Cloud Game

Wed, 08 Feb 2017 24:00:00 EST

With Dynamics 365 integration, Microsoft has changed the game for other CRM systems, and transformed how companies buy cloud services. In this expert guide, learn what this change spells out for the future of cloud ERP and CRM systems, and how you can leverage it in your company. Published by: Microsoft



How Automated Contact Services Help One Health Center Reduce Missed Appointments

Thu, 09 Feb 2017 24:00:00 EST

In this e-guide, discover how to improve communication between contact center agents and customers by integrating an automated contact service. Published by: Microsoft



Technology and the CMO in the Digital Era: Webcast

Mon, 13 Feb 2017 24:00:00 EST

Companies that make customer experience a priority in this environment will emerge on top. Learn what CMOs are doing to be successful with this fundamental change. Published by: IBM



Transforming the Customer Experience

Fri, 10 Feb 2017 24:00:00 EST

82% of CMOs report feeling unprepared for the digital shift in the customer lifecycle, but delivering a 5-star experience is still possible. Learn what you can do to improve the omnichannel customer experience in this white paper. Published by: IBM



Prepping Your Future-Ready Workforce

Fri, 10 Feb 2017 24:00:00 EST

Use this interactive resource as a guide to building a solid understanding of your mobile users, and deliver the desktops, apps, and mobile capabilities they demand. Access now to see illustrated in-depth user profiles that will help you determine which virtualization strategies to employ in your enterprise. Published by: Dell India



Overcome Limitations to Unlocking Customer Insights

Fri, 18 Apr 2014 24:00:00 EDT

Our e-guide, Unlock Customer Insight: The Role of Analytics, explores why unlocking customer insight from analytics can be so difficult and offers strategies to overcome limitations. Learn from TripAdvisor, Life Time Fitness, and others on unlocking and using data insights to improve the health of marketing and customer service initiatives. Published by: TechTarget



Proactively Manage Aftersales; Better Service Customers

Wed, 31 Aug 2016 24:00:00 EDT

Today's hyper-connected customers expect relevant, personalized services anywhere at any time, even in their cars. Access this white paper to learn how to deliver on these customer expectations and capitalize on them. Published by: Hewlett-Packard Enterprise



Leveraging Enterprise Mobility to Impact Your Entire Organization

Mon, 01 Aug 2016 24:00:00 EDT

Using retail banking as an example, explore 4 benefits of leveraging enterprise mobility solutions, and receive an introduction to HPE's mobility services. Published by: Hewlett-Packard Enterprise



How Mobility is a Key Link in Your Product Profit Chain

Fri, 03 Feb 2017 24:00:00 EST

Mobility has become a critical channel in how businesses interact with customers. For example, in banking, mobility is detrimental for selling products and services along their product profit chain. Learn how you can transform operations and enhance customer relationships with mobile solutions using the banking industry as a use case. Published by: Hewlett-Packard Enterprise



Transform Your Business For The New Customer Standard: How To Create A Digital Enterprise

Fri, 01 Jul 2016 24:00:00 EDT

With new technology, it has never been easier to disrupt your competition, but it's also never been easier to be disrupted. Thriving with customers requires a new model for IT, one that's transformed for continuous value creation. Discover what you need to know about digital enterprises to better meet your customers' goals. Published by: Hewlett-Packard Enterprise



The 'Connected' Associate: Technology Empowers Your Workforce And Fast-Tracks Your Omnichannel Sales

Tue, 31 Jan 2017 24:00:00 EST

When looking towards the future of retail, enabling IoT connectivity should be on the top of your list. Learn how your retail business can improve customer experience with employees empowered by IoT, otherwise known as "connected associates." Published by: SOTI Inc.



Luisa Via Roma Pairs Data and Design in Style with Analytics and APM

Thu, 04 Aug 2016 24:00:00 EDT

Explore how Luisa Via Roma, an Italian design house, leveraged a software analytics cloud platform to generate key insights into how their diverse array of customers interacted with their website. Discover how they improved the customer experience as well as how they achieved continuous delivery, improved frontend performance monitoring, and more. Published by: New Relic



Discover the Secrets to Providing Excellent Customer Service

Sun, 01 May 2016 24:00:00 EDT

In a recent survey, 95% of customer service leaders identified connectingservice processes as their top goal – and also as their biggest challenge. In this infographic, learn what other challenges are plaguing your customer service peers, and discover 3 strategies for modernizing your customer service. Published by: ServiceNow



Microsoft Dynamics CRM: A Look at New Features and Uses

Tue, 24 Jan 2017 24:00:00 EST

This e-guide explores 3 of the most prevalent features Microsoft Dynamics CRM has rolled out and how they will affect industries that rely on these technologies. We'll also use the healthcare industry as an example of how one feature, document generation, ties into CRM and what that means for healthcare professionals. Published by: Microsoft



How You Can Deliver Proactive Customer Service

Tue, 06 Dec 2016 01:05:15 EST

In this webcast, Mary Wardley, Vice President of Enterprise Applications and CRM Software at IDC, discusses the future of customer service and what you can do to strengthen existing customer service, including how to be proactive and deliver quality experiences, technologies that can be used to enhance the customer experience, and much more. Published by: ServiceNow



How To Overcome Customer Service Challenges With CRM

Wed, 14 Dec 2016 24:57:10 EST

Many organizations suffer from consumer pain points such as shipping costs and delivery, lackluster service delivery, or market complexity. Luckily, the evolution of CRM can help you work through these challenges. In this webcast, discover how to get the most out of your CRM systems and processes. Published by: ServiceNow



How CRM and ERP Clouds are Coming Together

Tue, 24 Jan 2017 24:00:00 EST

CRM is the answer to some of ERP's pitfalls, but it takes a lot of work to keep them synced. What if you didn't have to waste time syncing separate clouds? Access this e-guide to learn how Microsoft is merging CRM and ERP into a single cloud offering and an example of what this means for future use in the healthcare industry. Published by: Microsoft