Customer Experience Whitepapers

Need-it-now consumers are driving retailers’ sales at an increasingly high rate, and they have specific expectations when it comes to influencing them to click the “buy” button. While product pr...

IT is increasingly at the heart of business success—and nowhere is that more true than in customer service. That makes IT a critical partner in transforming the customer experience. Customers tod...

Moving beyond CRM to shift your company into high gear Ask companies about being competitive and all roads lead back to providing an exceptional customer experience. But creating that experience me...

Introduction to customer journey maps. Delivering an exceptional customer experience is priority number one for companies hoping to succeed and grow in today’s competitive environment. More than ...

How does your customer service program compare? Recently, Aberdeen Group, the Massachusetts‑based market intelligence company, conducted a survey of 445 companies across the world and industries....

In order to succeed in today’s digital world, you need to “draw up” the data that makes those assets most useful to your customers, creating “customer-first” experiences that put their needs...

A next generation DAM can meet today’s overwhelming content demands and avoid a rupture in the customer experience. The number of digital assets required to support all the digital experiences th...

intermediate organizations have the basics well in hand. They’ve broken down silos, institutionalized customer centricity, and built a foundation of agile processes. However, to advance, cios and ot...

No matter the industry, every organization wants to deliver a better experience for their customers. In order to address the customer experience challenge, organizations are turning to technology. ...

To meet the rising demands of customers, organizations are being forced to scale their operations in ways that introduce additional complexity and chaos. More people are involved in operations and in ...