2023 Digital Trends
After two years of seismic behavioural change, we find ourselves in a new world of limitless possibilities, where the way we engage in digital spaces is...
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Published: Feb 02, 2023
Published: Jan 26, 2023
Relationship Marketing Guide: Create the customer relationships that last
TO DISCOVER IN THIS GUIDE :
With the recent drive towards consumer privacy over the last decade, things are changing for marketers. As the world...
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Published: Jun 15, 2022
Introducing Forrester’s new study: The Total Economic Impact of Slack for Service Teams
Exceptional customer service teams deliver fast, frictionless solutions. Behind the scenes this often requires a feat of company-wide coordination. Agents...
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Published: Mar 14, 2022
Email Personalization and Compliance
Financial institutions have been around for a long time, but competition has grown fierce with the digital age. Professional investors are no longer demanding...
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Published: Sep 27, 2021
14 innovative personalisation ideas for the digital-first customer
Prior to 2020, customer personalisation was a nice thought. However, the global pandemic shifted everything. Customers and businesses made the switch from...
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Published: Jul 05, 2022
The Ultimate CX Agent Guide: How to be the ‘employer of choice’ and not an internet meme
Are your agents ready to manage voice and digital interactions in a digital-first omnichannel environment?
We asked CX coaching experts...
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Published: Sep 27, 2021
The state of contact centre transformation in the new digital world
The effects of the pandemic have greatly accelerated the pace of change in contact centres, and there is no going back to how things were. Deprived of...
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Published: May 09, 2022
The Data-Driven Enterprise: A Guide to Maximising the Value of your Data
This eBook covers the six practical steps your organization can take to become data-driven and how other organizations are using data to better customer...
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Streamline customer service with digital workflows
Deliver better customer experiences – even when the unexpected happens.
Delivering a great customer experience can be difficult in challenging...
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Published: Jan 21, 2022
The Total Economic Impact™ Of ServiceNow Field Service Management
ServiceNow ® Field Service Management is a cloud-based solution that connects field service to other parts of the organization to improve operations...
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Published: Jun 30, 2022
The Innovator’s Guide to the Digital-first Contact Center
How do you address the Customer Experience revolution? Evolving customer expectations shape new needs to handle next generation digital channels in the...
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Published: Jun 30, 2022
Next-Gen Cloud Contact Centers RingCentral Special Edition
Finally, it’s here—the new Next-Gen Cloud Contact Centers for Dummies ® , RingCentral Special Edition eBook. From compelling...
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The Forrester Wave™: Sales Force Automation Solutions, Q2 2017
In our 35-criteria evaluation of sales force automation (SFA) providers, we identified the 10 most significant ones — bpm'online, CRMNEXT, Infor,...
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Published: Oct 14, 2022
Best-In-Class Email Marketing
Interactions between consumers and brands are increasingly playing out across a wide variety of different online touchpoints, channels, and platforms....
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