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CRM Case Studies

Amazon Connect Boosts Customer Service for Traeger Grills

The outdoor cooking equipment manufacturer is on fire since implementing AWS contact center technology.

Airship Elevates Hagebau Connect’s Marketing Efforts

The German DIY retailer's loyalty program rises with Airship.

Yotpo Grows Sir Dogwood’s Business

Yotpo's SMS messaging addition leads to a 4,700 percent ROI for the pet supplies company.

Nex-Tech Boosts Subscriber Engagement 375 Percent

A Facebook integration with Calix Marketing Cloud yields results at 66 percent lower campaign costs.

CRM Columns

Adapt to Gain an Advantage

Given our current economic uncertainty, companies naturally want to make sure that every dollar spent is producing concrete returns.

Six Myths About Design, and Four Ways to Overcome Them

Too many companies are in the dark about what design is, who should be involved, and how to do it well.

Communication Is Essential for CX

Often overlooked, communication strategies are necessary to drive action.

A Trip Down Social Media’s Memory Lane Uncovers Emotions

And it's not just social media; CX can produce memorable (hopefully positive) feelings.

Reports & Research

Human-Centered AI for Customer Service:

3 Systems You Need to Scale Your Support Operations

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

5 steps to shift from reactive to proactive field service

ServiceNow

Prepared Agents in the New Contact Center

NICE

eBook: Deliver More Human Interactions: Pairing Customer Feedback Strategies with Messaging

Concentrix

Case study: Reimagining Patient Experience

Concentrix

Report: CX – The Art and Science of Customer Experience

Concentrix

The Contact Center as a Service (CCaaS) evolution

Nuance

Turning The Great Resignation into The Great Retention:

5 ways leaders can automate to save money & limit agent attrition

Khoros

Be the Employer of Choice: How Feedback Fosters Agent Purpose

NICE CXone

Customer Engagement: How to expand capacity for whatever comes next

ServiceNow

CCW Market Study – Future of the Contact Center: A Forecast

ServiceNow

Customer Operations for Dummies, ServiceNow Special Edition

ServiceNow

Increase field service safety and reduce costs with augmented reality

ServiceNow

Customer Operations 2021: Success in CX and Digital Transformation Through Service and Back-Office Alignment

ServiceNow

Field Service Management Use Cases - Use Case Guide

ServiceNow

Day in a life of a modern factory - Unlocking new possibilities

ServiceNow

Artificial Intelligence. Human Experience.

Five Ways to strengthen customer experience with AI.

ServiceNow

Forrester Study: The Total Economic Impact of ServiceNow Customer Service Management

ServiceNow

Complete integration. Absolute experience.

A practical guide to driving outstanding customer experiences through integrated teams, data, and processes.

ServiceNow

Leadership trends report: customer experience

A 2022-2025 roadmap for effortless experience and complete integration

ServiceNow

Rogers Communications - how do we move to a preventative business model?

ServiceNow

IDC Analyst Connection: Evolution of the Service Experience: The Aftermarket Becomes the Driver of Differentiation and Value

ServiceNow

3 ways to improve field service management

ServiceNow

Scheidt & Bachmann - How to drive service and innovation?

ServiceNow

IDC Analyst Connection-Evolution of the Service Experience: The Aftermarket Becomes the Driver of Differentiation and Value.

ServiceNow

Field Service News: Understanding the Next phase of IoT Evolution

ServiceNow

Visibility in action: Powering end-to-end insights across customer experience, satisfaction, and cost management.

ServiceNow

The field service experience - the next big differentiator for your business

ServiceNow

Experience in action - How to deliver great customer experience at scale

ServiceNow

Reimagining service assurance in telecom

ServiceNow

TM Forum Report: Intent in autonomous networks

ServiceNow

IDC: The Competitive Advantage in Adaptability for Telecommunications Companies

ServiceNow

Accelerate growth and innovation: a modern approach to order management

ServiceNow

Achieving growth in a changing economy

ServiceNow

Build agility across your value chain with a single system of action

ServiceNow

The connected value chain

ServiceNow

The Ultimate CX Agent Guide

NICE CXone

Inner Circle Guide to Omnichannel

UJET

Learn why your agents are leaving you

NICE CXone

Improve retention by measuring agent satisfaction

NICE CXone