Customer Relationship Management Whitepapers

Consumers want direct access to goods and services. In fact, consumers asking for a direct relationship is a top driver of why brands have gone direct thus far. Brands must determine what value the...

A real-life example of how a customer experience platform built for retail makes all the difference in achieving successful business results....

Today’s lightning-paced digital retail world means shoppers have more power than ever, and they want what they want NOW. Is your ecommerce strategy designed to deliver the best customer experience? ...

All businesses make constant eorts today to improve their customer experience (CX) to drive revenue and profitability. There is, however, one vital link in the chain that is often ignored strong emplo...

What can support organizations do today in preparation to meet and exceed future customer expectations? As customer experience evolves, support interactions need to be persistent, personalized, and...

Struggles with customer experience (CX) complexity and stagnation usually stem from one thing—a fragmented approach. A business would never create five departments to develop products in isolation f...

We’re digital pioneers, breakthrough innovators and restless creators who aren’t interested in setting the standard - we’d rather raise the bar....

Before the 1990s, everything companies knew about their customers was stored in one or more central locations: lists, spreadsheets, or databases. Only a limited number of people had access to the data...

InMoment surveyed 1,300 consumers in the United States to understand the state of trust and loyalty, as well as customer perception about retailers’ attempts to offer more experiences versus simple ...

Forrester TEI study is based on four interviews with ServiceNow Customer Service Management customers. It provides a framework to help readers evaluate the potential benefits and costs of investing in...