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The Employee Experience Playbook For 2019

Transform The Employee Experience To Drive Business Performance

Missing from most workforce technology strategies today is an understanding of what makes employees truly engaged and productive — and how this directly affects customer experience and financial...

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  • Report Security Budgets In Asia Pacific, 2019

    Budgets Are Rising As The Region Continues To Play Catch-Up
    July 15, 2019 | Jinan Budge

    In 2019, CISOs in Asia Pacific (AP) must contend with a shaky economic outlook, a geopolitically complex threat landscape, and further regulatory scrutiny. Read this report to find out how security...

  • Report FAQ: How To Measure Chat Quality Management

    Identify Your Goals And Measure What Matters
    June 11, 2019 | Ian Jacobs, Kate Leggett

    What are brands doing around chat quality management (QM)? What are they measuring? How are they scoring? Is it any different from quality management for other customer service channels? In this...

  • Report Expand Your Ecosystem To Set Your Tech Organization On A Path To Excellence

    Beginner Level: People Practices For IT Transformation
    April 10, 2019 | Gordon Barnett

    Technology leaders, namely CIOs, evolve their organizations and people in phases. Many organizations are in the early stages of this evolution, beginning to develop and deliver great customer...

  • Report The Best Tech Leaders Develop Creative People For Customer Obsession

    Advanced Level: People Practices For IT Transformation
    April 9, 2019 | Gordon Barnett

    Firms that are advanced in their IT transformation efforts may operate well; however, they often lack the culture, talent, and structure they need to adapt to the continuous demands impacting the...

  • Report Technologists — And The Business — Must Execute At The Speed Of DevOps

    Intermediate Level: People Practices For IT Transformation
    April 8, 2019 | Gordon Barnett

    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...

  • Report Gauge Your CRM Maturity

    Assessment: The CRM Playbook
    December 10, 2018 | Kate Leggett

    An explosion of channels, new technologies like artificial intelligence, and demanding consumers challenge organizations to reshape the way that they target, acquire, retain, understand, and...

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