-->
CRM Case Studies

Genesys Cloud 3 Solves GSG Staffing Challenge

The graphics firm increases call center productivity with Genesys's workforce management.

Regal.io Helps Kin Insurance Improve Outbound Marketing

Regal's branding solution ensures that calls go through.

Power Digital Drives Lord & Taylor’s Digital Growth

The move away from brick-and-mortar didn't hurt the iconic retailer.

Pack Makes the Cut with Clothier

Cuts Clothing stitches together a better web experience with Pack CMS.

CRM Columns

Empathy Statements Aren’t Enough

Contact center agents need to be empowered to solve problems, not just say they're sorry.

The Metaverse and Generative AI: Where Does CRM Fit into the Picture?

The interaction of these technologies will form the future of commerce.

With CX, the Front Line Is Where the Action Is

Here's a simple approach to driving more action from your CX program.

Customer Service Woes? Don’t Tell Me

There might be lot more quiet quitting in customer service than companies care to admit.

Reports & Research

Pain Point Prioritization: Turning Financial Services Data Into Decision-Making

Concentrix

How to Make Every Survey a Top Customer Experience

Concentrix

Four pivotal pillars necessary to excel in digital experience management

NICE CXone

CX in the new era of intelligent self-service

NICE CXone

Recession Ahead: How Contact Centers Can Do More With Less

NICE

Elevating the Employee Experience During an Economic Downturn

NICE

4 Tips for Creating an Exceptional Self-Service Experience

8x8

Elevating the Value of Customer Service Through a Data-Driven Approach

A Harvard Business Review from Coveo

On-Demand Webinar Contact Center as a Service: The Microsoft Teams Connection

8x8

The case for proactive customer service: Five capabilities to intelligently prevent disruption and provide consistent service experiences

ServiceNow

Customer Experience: Five best practices for connecting customer service resources

ServiceNow

Carrefour delivers great in-store experience

ServiceNow

Gartner Report - The Virtuous Circle of Collaboration With Augmented Reality in Field Service

ServiceNow

Connecting people delivers customer happiness at Zoom

ServiceNow

Driving long-term customer loyalty

ServiceNow

Did you know you can extend ServiceNow to your customer operations?

ServiceNow

Customer Operations For Dummies, 2nd ServiceNow Special Edition

ServiceNow

Solving customer needs quickly; connecting people, processes, and systems to meet evolving customer needs

ServiceNow

Reduce Costs While Delivering Seamless Experiences: Implement Service Promises at Scale

ServiceNow

Deliver Effortless Customer Experiences with Customer Service Management

ServiceNow

The Field Service Experience: the next big differentiator for your business

ServiceNow

Scheidt and Bachmann achieves operational excellence

ServiceNow

Solving customer needs quickly; connecting people, processes, and systems to meet evolving customer needs

ServiceNow

Scheidt and Bachmann achieves operational excellence

ServiceNow

Reduce Costs While Delivering Seamless Experiences: Implement Service Promises at Scale

ServiceNow

Customer Operations For Dummies, 2nd ServiceNow Special Edition

ServiceNow

IDC: Achieving excellence in service and customer experience in manufacturing

ServiceNow

Reimagine manufacturing: Discover stories of digital transformation

ServiceNow

Secure your manufacturing OT with a single system of action

ServiceNow

State of Initiatives in Manufacturing - Smart Industry Report

A ServiceNow Report from Smart Industry

Dräger creates a fast and secure customer service portal

ServiceNow

Power of the platform: Accelerating business outcomes across the enterprise with a single digital foundation

ServiceNow

The case for proactive customer service: Five capabilities to intelligently prevent disruption and provide consistent service experiences

ServiceNow

Customer Experience: Best practices for connecting customer service resources

ServiceNow

Forrester TEI of ServiceNow Customer Service Management

ServiceNow

Frost & Sullivan - Integrating people, technology, and processes to drive effortless customer experiences

ServiceNow

The 3 Stages of Digital-First Customer Journey Excellence: Lessons from Innovators

NICE CXone

New Research Report:

Inside the Contact Center--A Study of Customer and Employee Experience Reveals Technical, Operational Challenges and Opportunities Around Cloud Migration, Agent Turnover, Budgeting, and Beyond

Produced by Unisphere Research and CRM Media