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CRM Case Studies

Gartner 2019 Magic Quadrant for Contact Center as a Service

In the 2019 Gartner Magic Quadrant report for CaaS, you'll learn how contact center solutions measure up. You will also discover why now might be the right time to update your contact center.

NICE Performance Manager Helps Mapfre Engage Agents

The vendor's solution helps agents set and stick to performance goals

Acobot Captures Thousands of Leads for Skyfi Labs

The vendor's AI chatbot brought in more than 19,000 sales leads within the first 150 days

Swrve Boosts User Engagement for Cinedigm

The entertainment studio improved mobile customer click rates, completion rates, and app sessions

CRM Columns

Luddites Like Me Like Personal Interactions

Any texts I receive from companies must be relevant, must provide value, and must be personalized.

The ‘Cost Center’ Notion Must Go (Finally)

Companies claim to be customer-obsessed, but customers themselves feel otherwise. What's not adding up?

X-Data + O-Data = Better Customer Journeys

Combining experience data and operational data can make a big difference for your customers

Make Your Business Case an Offer They Can’t Refuse

This means accurately assessing how things are, demonstrating how they can approve, and then showing your work. Make your business case so strong an argument for your offer that no one can deny its overall value.

Reports & Research

Truckstop.com case study

Glance Networks

Intuit case study

Glance Networks

AI Sentiment Analytics and Its Uses in Today’s Business Analytics Programs

NICE Nexidia

How 8 companies deliver exceptional customer experience at scale

Zendesk

The Zendesk Customer Experience Trends Report 2019

Zendesk

5 Best Practices for AI Self-service without Compromise

SmartAction

Improve Your B2B Customer Support By Taking A Data Driven Approach

TeamSupport

Overcoming the Top 5 Challenges of Omnichannel Analytics

NICE Nexidia

Forrester TEI: Business Value of ServiceNow Customer Service Management

ServiceNow

Driving Radical Customer Service Innovation - Move beyond operational demands to deliver proactive strategies that drive business growth

ServiceNow

The Road to Transforming the Customer Service Experience - Investing in great outcomes for employees and customers

ServiceNow

Make Journey Mapping Your Secret to Outstanding Customer Service

ServiceNow

ABERDEEN STUDY: Four Transformative Best Practices for Future-Ready Customer Service Experiences

ServiceNow

State of Customer Service Automation 2019 Report

Helpshift

Ultimate Guide to Digital-First Customer Service

Helpshift