Customer Experience Whitepapers

Application performance has always been important. Uncertain market conditions and the accelerated shift to digital business have elevated performance to be a top imperative for most organizations. Su...

The State of Customer Experience 2020 Survey Report reveals breaking insights on Contact Center investment strategy, emerging channels and technologies, and the newest mission-critical KPIs. Execut...

Online communities are doing more than ever these days and organizations are increasingly recognizing that strategic value, with 88% of companies indicating that a community is critical to their missi...

Customer expectations have grown tremendously, as their experience with a brand has become one of the most important factors that determines if they’ll purchase again from a company. These rising ex...

Today’s banking customer has strong opinions about their banking experience. “The Amazon Effect” has raised consumer expectations exponentially. A consistent, personal, and relevant experience i...

Customer experience has become a primary source of competitive advantage. For organizations looking to enhance the customer experience and deliver responsive experiences across all customer touch poin...

The urgency to respond to customer demands is getting board-level attention. Providing better customer experience is the number 1 top objective for adopting a digital business strategy, according to I...

Consumers expect seamless, secure, and highly personalized customer experiences across channels. For international companies with multiple brands and digital properties, and millions of customers, thi...

Marketing isn’t what it used to be. You’ve got big data. You’ve got artificial intelligence. You’ve got GDPR and agile workflows. All which ladder up to the holy grail of creating an ever-bett...

Ninety-nine percent of your website visitors don’t buy anything, nor do they leave behind PII. So, if you can't identify them, you're missing a tremendous opportunity to engage them when it matters ...