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CRM Case Studies

University Answers Queries Quicker with ServiceNow

The University of South Carolina handles more requests in less time with ServiceNow's CSM

Great American Home Stores Shift to Digital

The retailer built its business during the pandemic with LeadsRx

Qualfon Keeps a Closer Eye on its Agents

Observe.AI is helping the outsourcer coach agents more effectively

Inkit Gets Its Data Flowing In

The company's customer data is onboarded properly with Flatfile

CRM Columns

Our CRM Industry Awards Turn 20 Amid a World of Change

It was hard not to notice that this year has seen an unusually high number of significant mergers and acquisitions.

Great Customer Experiences Don’t Require Disney World Delight

Businesses should set their sights at a lower, more important target.

Six Future-Ready Trends to Boost Your Digital Transformation

Thanks to technology advances and the pandemic, we've passed the point of no return. Transforming your business must happen now

Invisible Culture: Sustaining Great CX in Our Remote Work Times

An organization's norms and values must permeate the workforce, now more than ever.

Reports & Research

The Ultimate Modern Support Tech Stack

Intercom

Drive Conversational Experiences For A Future Ready Customer Support Strategy

Intercom

Marketing Technology Breakthroughs for Successfully Connecting With Customers

First Orion

The Contact Center Agent of Tomorrow: The 8 Contrasting Qualities Agents Need to Meet Evolving Demands

Calabrio

Why Self-Service Needs a Human Touch

NICE

The Digital Service Funnel Guide: 4 steps to effectively manage the customer journey

Khoros

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Enghouse Interactive

The Rise of the AI Coaching System: Powering the Empathic Enterprise

Cogito Corp

Five Steps to Master Digital Customer Engagement

Genesys

2021 Digital Customer Engagement BUYER’S GUIDE

Genesys

A Practical Guide to Mastering Bots

Genesys

How does the contact center impact business performance?

NICE Satmetrix

Building Customers for Life -- Value of the Connected Enterprise

Calabrio

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

ServiceNow

Future Applications of AR in Field Service - WBR Report

ServiceNow

Voice of the Field Service Engineer – Service Council Report

ServiceNow

The 5 Phases of Digital Engagement

Genesys

The Evolving Customer Contact Center: 5 Operational Imperatives

Conduent

Make Journey Mapping Your Secret to Outstanding Customer Service

ServiceNow

Evolving your customer journeys to the next normal

ServiceNow

Aberdeen Report: The Return on Managing Customer Convenience in Modern Service Programs

ServiceNow

Supercharging customer service: Reimagining the operator experience at Grocery Outlet

ServiceNow

Customer Engagement: How to expand capacity for whatever comes next

ServiceNow

Customer Operations: 6 best practices for connecting customer service resources

ServiceNow

Customer Workflows Book of Knowledge

ServiceNow

Drive customer loyalty with connected digital workflows

ServiceNow

Knowledge2020 Digital Experience - Field Service Spotlights

ServiceNow

Maximize uptime and streamline maintenance with ServiceNow

ServiceNow

Forbes - Power of the platform: Using IoT data to drive customer satisfaction

ServiceNow

Forbes - Field Service On The Edge

ServiceNow

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

ServiceNow

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

ServiceNow

Proactively address issues to create superior customer experiences

ServiceNow

Analyst Report: CCW Special Report: Service Continuity & Connectivity

ServiceNow

Forrester Consulting Study: The Total Economic Impact™ Of ServiceNow Field Service Management

ServiceNow

Customer Operations for Dummies, ServiceNow Special Edition

ServiceNow

Verdantix - Smart Innovators: Field Service Management Software

ServiceNow

From Collected to Connected: 5 ways to unlock your IoT potential to revolutionize Your Field Service

ServiceNow

Increase field service safety and reduce costs with augmented reality

ServiceNow

2021 Gartner Magic Quadrant for the CRM Customer Engagement Center

ServiceNow

Emerging Technologies in Field Service Management - WBR Report

ServiceNow

Infrographic - The field service technician’s wish list

ServiceNow