Customer Interaction
Resources
Five things we learned from talking to more than 1 billion people
Download the report to see 5 things every great brand knows about the customer experience
SECOND ANNUAL State of Service Report
Insights and trends from over 2,600 global service Trailblazers
Reinventing enterprises with Intelligent IoT
Perspectives on how the Internet of Things (IoT) can enable the Digital Reinvention™ of enterprises
THE CMO CLUB SOLUTION GUIDE Customer experience essentials for enterprise
Customer experience is the new management battleground
Turning Customer Feedback Into a Conversation
Why responding to customer feedback is important, best practices for responding to reviews, and how to respond to customer questions…
Ditch your CX data silos
5 ways an integrated XM strategy can enhance the digital experience
Winning With Superior Customer Experiences: Learn how brands create, optimize, and deliver personalized experiences at scale
The customer experience is changing. Learn how brands create, optimize, and deliver personalized experiences at scale.
Authenticity and Brand Trust – Exploring the Role of Incentivized Reviews
Bazaarvoice commissioned a study in order to evaluate the credibility of incentivized vs. non-incentivized reviews across different product types. Dive into this eBook for key takeaways that will help you establish and maintain the hard-earned trust of today’s consumers.
Close the loop
Download this guide to learn how best-in-class case management helps you listen to customers across all channels and customize your program to fit the needs of your organization
Driving CX Optimization Through Embedding Voice and Digital Channels with CRM
Learn how integrating your digital and voice channels with CRM data can help you give your customers the seamless communication they want.
Case Study: Real-Time Analytics Boost In-Store Sales
A case study into how EC Life’s general manager looking for Real-Time Analytics as a solution to improve in-store sales
4 Steps to Calculating the ROI on Customer Experience Intelligence
In this eBook, we share four key steps for building and executing an effective CX ROI strategy, and explore the sometimes-obscure value proposition of CX intelligence. In this eBook, we share four key steps for building and executing an effective CX ROI strategy, and explore the sometimes-obscure value proposition of CX intelligence
The Joy of Data Cookbook - Powerful Use Cases for Customer Data
Find out what ingredients make up the campaigns that will create joyful customer experiences
Drive business growth with machine learning personalization
In this eBook, we’ll take a deeper look at Amazon Personalize and what it can mean for your business.
The Total Economic Impact™ Of Qualtrics CustomerXM
Thirty-eight million reasons why we believe the world’s leading brands choose Qualtrics for customer experience management.
The State of Customer Experience Management, 2019
To understand the current state of customer experience (CX) management, we surveyed 212 large companies with at least $500 million in annual revenues.
Disruptive Service: Embrace the Digital Service Revolution
As Salesforce Canada’s Mark Aucoin points out in his eBook Embrace The Digital Service Revolution, one of the unique aspects of meeting customers’ expectations today may not be immediately obvious. It’s this: Given that customers might need to interact with a company they’ve purchased from via smartphone app, social media service, email or another touchpoint, great service is not just about “dazzling” them but making the process as easy as possible.
Mind the Gap: What Different Generations Want from Retailers
This report is filled with amazing insights into consumer motivations spanning the Gen Z, millennial, Gen X and baby boomer cohorts. Find out what is driving consumers to engage and shop, and what creates a desirable customer experience to keep them loyal.
4 retail industry trends shaping the future of customer experience
It's been a landmark year of changes and operational challenges for the retail industry, and SMG has been closely tracking consumer behavior since COVID-19 was declared a pandemic in March. In this piece we've used research from US + UK consumers to analyze the current environment and discuss what's next for retailers
In a World Without Third-Party Cookies, a First-Party Data Strategy Takes the Cake
Be empowered by the loss of third-party cookies when you adopt a first-party data strategy - Click here to read more
The Ultimate Guide to Meaningful Customer Engagement
In this guide, we provide actionable tips to implement a successful customer engagement strategy and show you how you can use the Engagement Economy to your advantage!
HOW LONG HOLD TIMES AFFECT YOUR CUSTOMERS’ EXPERIENCE (AND YOUR BOTTOM LINE)
What really happens when you put a customer on hold? Hold times aren’t going anywhere. There’s always going to be an ebb and flow of contact center needs that is mitigated by asking customers to wait. Still, the question is, what does that mean for your business and how can you handle holds better?