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The State of Digital Transformation In Financial Services, 2020 Article

The State of Digital Transformation In Financial Services, 2020

According to Forrester Research, customer experience (CX) and revenue growth have been top drivers of digital…

5 biggest gaps in customer service for small businesses White Paper

5 biggest gaps in customer service for small businesses

The stakes are high for small businesses. Companies like Amazon and Uber have set the standard…

CCW special report: knowledge management White Paper

CCW special report: knowledge management

The level your organization performs at can often depend on how effective your knowledge management system…

Gartner’s top 10 strategic technology trends for 2019 Article

Gartner’s top 10 strategic technology trends for 2019

Check out a more updated report on customer trends here. Using digital twins allows you to…

Other vendors to consider for modern analytics and BI Article

Other vendors to consider for modern analytics and BI

While doing research for the 2018 Magic Quadrant for analytics and BI platforms, Gartner identified 33…

Quantifying the business impact of customer service White Paper

Quantifying the business impact of customer service

Customers demand more instantaneous, personalized attention, and companies are leveraging new technologies that go beyond traditional…

Quantifying the business impact of customer service in Australia White Paper

Quantifying the business impact of customer service in Australia

Customers demand more instantaneous, personalized attention, and companies are leveraging new technologies that go beyond traditional…

Fairness in the customer relationship White Paper

Fairness in the customer relationship

Win with fairness—strengthen your customer relationships The concept of fairness is essential to the relationship between…

Gartner’s 2019 Magic Quadrant for the CRM Customer Engagement Center Article

Gartner’s 2019 Magic Quadrant for the CRM Customer Engagement Center

In the global market for customer service software, Zendesk is named a leader in the 2019…

Gartner’s Customer Engagement report White Paper

Gartner’s Customer Engagement report

With the many available CEC options to research and choose from, it can be challenging to…

Gartner predicts the future of CRM and customer experience Article

Gartner predicts the future of CRM and customer experience

The future is unknown and the unknown can be both exciting and frightening. Thankfully, we believe…

Forrester: Engagement Costs Continue To Rise Even With Digital Article

Forrester: Engagement Costs Continue To Rise Even With Digital

Facebook, Snapchat, Instagram, Messenger, LinkedIn, WhatsApp, WeChat—we have a seemingly ceaseless number of ways to communicate.…

Forrester: Transform the Contact Center for Customer Service Excellence White Paper

Forrester: Transform the Contact Center for Customer Service Excellence

The belief that “strong contact centers are an opportunity for success” has provoked shared sentiments amongst…

Gartner’s 2017 Magic Quadrant for CRM | Zendesk White Paper

Gartner’s 2017 Magic Quadrant for CRM | Zendesk

In this report, Magic Quadrant for the CRM Customer Engagement Center 2017, Gartner examines the global…

Gartner examines customer experience innovation for 2017 White Paper

Gartner examines customer experience innovation for 2017

Bad decisions are, well, bad. Yet, it can be difficult to make good decisions without the…

Gartner: knowledge management will transform CRM customer service White Paper

Gartner: knowledge management will transform CRM customer service

Knowledge management can make or break your organization’s customer service. Not only can it impact productivity…

Forrester’s 2017 Customer Service Trends White Paper

Forrester’s 2017 Customer Service Trends

Exceptional customer experiences have become the norm—these days customers expect seamless, helpful, and deeply personal service.…

Gartner’s FrontRunners Quadrant for Help Desk Software White Paper

Gartner’s FrontRunners Quadrant for Help Desk Software

If you’re a small business software buyer, your decisions can have a direct impact on your…

Gartner: Top Use Cases and Benefits of Consumer Messaging Apps for CRM White Paper

Gartner: Top Use Cases and Benefits of Consumer Messaging Apps for CRM

Odds are you’ve heard of Facebook Messenger, WeChat, Kik, Line, or Snapchat. Maybe you’re even an…

Gartner: CRM applications will fail without customer empathy Article

Gartner: CRM applications will fail without customer empathy

Artificial intelligence and machine learning are game-changing technologies, but they won’t help your business leap forward…