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CRM Case Studies

Navy Federal Deploys Verint for COVID-19 Response

The credit union turned to Verint's analytics to address changing business conditions

When It Comes to Communications, Twilio Has Insurance Firm Covered

Cover Financial is benefiting from Twilio's Flex cloud-based platform

Gladly Is the Right Customer Service Fit for Andie

The swimwear retailer is buoyed by Gladly's efficient self-service tools

5P Sees Leads Grow Threefold with Salesforce Essentials

The small consultancy has increased business and productivity with Salesforce's SMB solution

CRM Columns

Employee Satisfaction Is Worthless

The key to motivating today's workforce? It's not making sure they're satisfied.

I’m Ready to Move On, And So Are Your Customers

Seventy-six percent of business leaders expect difficulty increasing customer satisfaction without raising costs. Automation could help.

Voice + AI Represents the Next Chapter in CRM’s Evolution

As voice technologies become ubiquitous, customer interactions will never be the same

3 Ways to Enhance Customer and Employee Collaboration Post-COVID-19

Now is the time to harness all the tools of customer engagement

Reports & Research

Create high value customer experiences in the field like HP Indigo

ServiceNow

The role of chat bots in field service organizations

ServiceNow

2020 Gartner Magic Quadrant CRM for Customer Engagement Center

ServiceNow

The secret sauce helping CX leaders create loyal clients: Convenience

ServiceNow

The communications revolution: How businesses create value through empathy and impactful engagement

ServiceNow

Supercharging customer service: Reimagining the operator experience at Grocery Outlet

ServiceNow

2020 IDC Perspective: Customer Service and the Future of Work

ServiceNow

Discover 6 best practices of field service leaders

ServiceNow

CORINIUM: The Customer Experience Perspective

ServiceNow

Forrester Study: 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

The State of the Contact Center: Embracing the Evolving World of Work

Calabrio

Don’t Keep Your Customers On Hold

Five9

Maintain Business Continuity With the Five9 Intelligent Cloud Contact Center

Five9

The Difference Between Customer Experience and Customer Feedback - Why surveys alone paint an incomplete picture

TopBox

The Transformation of WFM with Adaptive, Real-Time Intraday Management

Calabrio

Remote Agent Playbook

RingCentral

Disruptive Customer Engagement

RingCentral

Contact Center 2.0 - Tomorrow's Solutions for Today's Customers

RingCentral

Contact Center 2.0: The Rise of Collaborative Contact Centers

RingCentral

How to Manage the Remote Workforce - Best Practices to Drive Engagement and More Effectively Forecast and Schedule in the Remote Contact Center

NICE