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288 results in Reports

  • Customer Service & Support
  • For Application Development & Delivery Professionals

    Report:See Me, Serve Me: Video Chat For Customer Service Starts To Take Hold

    The Technology Arrives, But Does It Improve The Customer Experience?

    Despite a history of false starts, live video chat for eCommerce and customer support is now at the beginning of a viable adoption cycle. Early adopters — most notably Amazon — are...

    • For eBusiness & Channel Strategy Professionals

      Report:Trends 2014: European Digital Insurance

      Digital Executives Must Lead The Transformation To Digital Business

      Digital disruption has arrived in insurance. Years of slow growth, low consumer trust, and heavy regulation have weakened incumbents. In the meantime, customer expectations have been rising, fuelling...

      • Downloads: 1
    • For CIO Professionals

      Report:Brief: The Home Depot's Age Of The Customer Transformation

      Senior Management's Digital Transformation Business Plan

      On Wednesday, March 19, 2014 at the International Strategy & Investment (ISI) Fourth Annual Retail Summit in Atlanta, Frank Blake, chairman and CEO of The Home Depot, talked about the firm's age of...

      • Downloads: 86
      • Rating:
    • For Application Development & Delivery Professionals

      Report:The Forrester Wave™: Customer Service Solutions For Enterprise Organizations, Q2 2014

      Due Diligence Required: These Vendors Are Great At Supporting Enterprise Organizations

      In the customer service solutions Forrester Wave™ for enterprise organizations, we identified the 11 most significant customer service solutions — eGain, Kana Enterprise, Microsoft, Moxie...

      • Downloads: 175
      • Rating:
    • For Application Development & Delivery Professionals

      Report:The Forrester Wave™: Customer Service Solutions For Small And Midsize Teams, Q2 2014

      Due Diligence Required: These Vendors Are Great At Supporting Small And Midsize Teams

      In Forrester's 84-criteria evaluation of customer service vendors for enterprise organizations, we identified the 11 most significant solution providers — Astute Solutions, eGain, Kana...

      • Downloads: 88
      • Rating:
    • For Application Development & Delivery Professionals

      Report:14 Digital Customer Experience Tools To Engage With Your Customers

      Tools And Technology: The Digital Experience Delivery Playbook

      Software platforms and applications that support digital experiences present challenges to tech buyers, who are discovering a vast and immature market. Application development and delivery (AD&D)...

      • Downloads: 1286
      • Rating:
    • For Application Development & Delivery Professionals

      Report:Connect The Dots Between Customer Self-Service And Contact Centers

      Capturing Interaction Data From Multiple Self-Service Touchpoints To Increase Revenue And Effectiveness And Cut Costs

      As self-service systems of engagement channels such as mobile, the Web, and interactive voice response (IVR) peel off an increasing number of straightforward customer service requests, the tougher...

      • Downloads: 275
      • Rating:
    • For Infrastructure & Operations Professionals

      Report:Setting The IT Service Desk On Fire

      Learn How To Dramatically Increase Customer Experience From Others

      For many organizations, customer experience surveys of the IT service desk are already in place. However, if customer experience scores are at unacceptable levels, knowing what and how to change can...

      • Downloads: 212
      • Rating:
    • For Application Development & Delivery Professionals

      Report:Navigate The Future Of Customer Service In 2014

      Vision: The Contact Centers For Customer Service Playbook

      In the age of the customer, executives don't decide how customer-centric their companies are — customers do. Changes such as the explosion of digital communications, mobility, and the...

      • Downloads: 2377
      • Rating:
    • For eBusiness & Channel Strategy Professionals

      Report:2013 UK Bank Secure Website Rankings

      Barclays Offers The Most Extensive Online Banking Functionality

      Digital teams at banks should continuously evaluate their secure websites to look for improvements to content and functionality. These teams need to know how their online banking functionality...

      • Downloads: 146
    • For Sourcing & Vendor Management Professionals

      Report:TechRadar™: Software-As-A-Service, Q1 2014

      Vendors Have More And Better SaaS Options Than Ever — Are You Prepared?

      Nearly 15 years after the appearance of software-as-a-service (SaaS) startups such as salesforce.com, NetSuite, and Google, software-as-a-service is nearing its tipping point. SaaS adoption is poised...

      • Downloads: 647
      • Comments: 1
      • Rating:
    • For Application Development & Delivery Professionals

      Report:Better Governance Leads To Better Customer Service — Yes, Really!

      Processes: The Contact Centers For Customer Service Playbook

      Companies struggle to deliver reproducible, effective, and personalized customer service in line with customer expectations and company cost constraints. This leads to increased customer...

      • Downloads: 196
      • Comments: 2
      • Rating:
    • For Customer Experience Professionals

      Report:Quick Take: Amazon's Mayday Turns Customer Support Into Customer Experience

      Amazon.com's recently announced Mayday customer support feature is a major improvement on existing approaches, enabling customers to connect to live customer support professionals 24x7x365 —...

      • Downloads: 269
      • Comments: 1
      • Rating:
    • For Infrastructure & Operations Professionals

      Report:This Isn't Your Grandfather's Service Desk

      How To Transform Your Service Desk To A Customer-Experience-Focused Organization

      While the service desk remains the primary point of contact for business customers with issues, questions, and challenges related to their hardware and software, the traditional metrics focus on...

      • Downloads: 263
    • For Application Development & Delivery Professionals

      Report:Embrace Continuous Improvement To Power Customer Service Operations

      Continuous Improvement: The Contact Centers For Customer Service Playbook

      Companies struggle to deliver reproducible, effective, and personalized customer service that meets customer expectations and doesn't break the bank. Application development and delivery...

      • Downloads: 234
      • Comments: 1
    • For Application Development & Delivery Professionals

      Report:Mind The Gap When Organizing To Support Contact Center Applications

      Organization: The Contact Centers For Customer Service Playbook

      Contact center applications frequently require special service levels — such as uptime, performance, and scale — that exceed typical requirements for enterprise applications. Configuring them...

      • Downloads: 223
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    • For Infrastructure & Operations Professionals

      Report:Service Catalog Case Study: Fife Council's Journey To Customer Service Excellence

      Service Catalog As A Strategic Control Point For Business, Government, And Community

      Fife Council is a unitary authority with an IT department responsible for providing services and support to both its business and the community of Fife, Scotland, totaling over 385,000 people. This...

      • Downloads: 176
      • Rating:
    • For Application Development & Delivery Professionals

      Report:Market Overview: Chat Solutions For Customer Service

      Twenty Solutions For Delivering Differentiated Experiences

      Customers demand superior service and support as the price for their ongoing loyalty and patronage, and they are increasingly leveraging the chat channel for customer service. The chat vendor...

      • Downloads: 554
      • Rating:
    • For Sales Enablement Professionals

      Report:Buyer Role Profile: VP Of Customer Service

      This report is designed to give professionals in sales enablement an introduction to the VP of customer service role as well as an overview of the general concerns facing people in this position. The...

      • Downloads: 139
    • For CIO Professionals

      Report:Winning The Customer Experience Game

      Best Practices For CIOs

      Customer experience (CX) is too often thought of in terms of the IT help desk. But CIOs and their IT teams are increasingly being challenged with improving the customer experience for the...

      • Downloads: 507
      • Rating:
    • For Application Development & Delivery Professionals

      Report:Quantify The Business Value Of CRM

      Business Case: The CRM Playbook

      Customer relationship management (CRM) initiatives must not only be technically sound but must answer the question, "What will we get for our money?" Application development and delivery (AD&D) pros...

      • Downloads: 624
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    • For Application Development & Delivery Professionals

      Report:TechRadar™ For AD&D Pros: Contact Center Solutions For Customer Service, Q2 2013

      Landscape: The Contact Centers For Customer Service Playbook

      Locking in customer loyalty via deeper engagement and differentiated experiences will continue to be critical priorities for organizations in all sectors in the decade ahead. But navigating the...

      • Downloads: 679
      • Rating:
    • For eBusiness & Channel Strategy Professionals

      Report:Understand Communication Channel Needs To Craft Your Customer Service Strategy

      Consumers' preferences for customer service channels are rapidly changing. And it's not just the younger generation of consumers — there's disruption and change across all ages and...

      • Downloads: 689
      • Rating:
    • For eBusiness & Channel Strategy Professionals

      Report:Must-Have eCommerce Features

      Road Map: The Retail eCommerce Playbook

      Companies often struggle with how to prioritize the countless issues that populate eCommerce to-do lists. This chapter of the retail eCommerce playbook is a prescriptive look at the industry...

      • Downloads: 1397
      • Rating:
    • For Application Development & Delivery Professionals

      Report:TechRadar™ For AD&D Pros: The Extended CRM Technology Ecosystem, Q1 2013

      Landscape: The CRM Playbook

      Locking in customer loyalty through deeper engagement and differentiated experiences will continue to be critical priorities for organizations in all sectors in the decade ahead, but navigating the...

      • Downloads: 1029
      • Rating: