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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.

SharkNinja Operationalizes Customer Feedback

With Clarabridge Engage and Analytics, the housewares manufacturer is able to act on voice-of-the-customer data to create new products and evolve its customer experience.

C3i Exceeds Expectations with Avaya

The contact center outsourcer is winning back business with new technologies, replacing a string of legacy systems in phases to maintain operations while easing the burden on its IT department

NICE Performance Manager Helps Mapfre Engage Agents

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

CRM Columns

Analyzing CX Means Looking at the High Points, Wherever They Are

How customers feel at the end of interactions is only part of the story, not the climax

The Hybrid Contact Center Workforce of 2030

Make way for the ‘interaction center,' staffed with humans, IVAs, and robots

How AI Is Impacting CRM (Already)

More customer data leads to smarter AI, and the sky's the limit

3 CRM Lessons From This Year’s Conferences

Some key themes kept coming up among the CRM intelligentsia

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

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