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  • Customer Relationship Management (CRM)
  • Amy DeMartine

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  • Report Secure The Rise Of Intelligent Agents

    Securing Intelligent Agents Will Stress Application Security Basics
    September 14, 2017 | Amy DeMartine, Jennifer Wise

    Early-stage intelligent agents (IAs) have arrived and are gaining traction among consumers. Leaving behind the direct, detailed commands of their virtual assistant predecessors, IAs will soon see...

  • Report Market Overview: IT Service Management SaaS Tools Update, 2014

    Growing Vendors Offer Alternatives, Established Vendors Ride The SaaS Momentum
    June 4, 2014 | Eveline Oehrlich, Amy DeMartine

    IT service management (ITSM) software-as-a-service (SaaS) solutions have been widely adopted by IT infrastructure and operations (I&O) organizations around the globe to help deliver technology...

  • Report Setting The IT Service Desk On Fire

    Learn How To Dramatically Increase Customer Experience From Others
    February 13, 2014 | Amy DeMartine

    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...

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

    Vendors Have More And Better SaaS Options Than Ever — Are You Prepared?
    January 7, 2014 | Liz Herbert, Paul D. Hamerman, William Band

    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...

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

    How To Transform Your Service Desk To A Customer-Experience-Focused Organization
    November 15, 2013 | Amy DeMartine

    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...

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