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CRM Case Studies

Five9 Projects Get Simpler with FinancialForce

FinancialForce provides complete business visibility for the contact center provider

Ford Recognizes Essential Workers with Lacek

FordPass Rewards drive loyalty among COVID frontline employees and first responders

Nuance Helps Cabify Manage Growing Customer Requests

The ride-sharing company picks up scale with a virtual assistant

RSVD Scales New Contacts with MountainTop

The event management solutions provider uses B2B data to enter new markets

CRM Columns

Is It Knowledge Management’s Time?

Institutional knowledge at your fingertips is a big plus right now.

Contact Center WFO Remains Healthy, Despite the Pandemic

But to thrive moving forward, WFO needs to go beyond the contact center.

When CX Breakthroughs Become Baselines

Customer experience leaders must be prepared to continually innovate

Your Customers Want Authentic Connections. Is Your CRM Strategy Creating Them?

The challenge, as always, is personalization at scale.

Reports & Research

Closing the Customer Engagement Gap - A New Approach to Ensuring Effective Resources

Verint Systems

The Total Economic Impact of NICE Customer Engagement Analytics

NICE

The Ultimate Guide to AI Self-Service Without Compromise

SmartAction

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

ServiceNow

Going beyond account-based marketing (ABM)

Data Axle

The surprising link between sales team happiness, performance, and technology

Freshworks

3 Award-Winning Workforce Optimization (WFO) Analytics Success Stories

Calabrio

AI-Enabled Contact Center Analytics for Dummies

NICE

Analyst Report: CCW Special Report: Service Continuity & Connectivity

ServiceNow

Proactively address issues to create superior customer experiences

ServiceNow

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

ServiceNow

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

ServiceNow

Customer Workflows: Drive customer loyalty with connected digital workflows

ServiceNow

Customer Workflows Book of Knowledge

ServiceNow

Service Operations: How to organize resilient operations for unforeseen circumstances

ServiceNow

Customer Engagement: How to expand capacity for whatever comes next

ServiceNow

2020 Gartner Magic Quadrant CRM for Customer Engagement Center

ServiceNow

Supercharging customer service: Reimagining the operator experience at Grocery Outlet

ServiceNow

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

ServiceNow

Driving Radical Customer Service Innovation: Move beyond operational demands to deliver proactive strategies that drive business growth

ServiceNow

Evolving your customer journeys to the next normal

ServiceNow

Make Journey Mapping Your Secret to Outstanding Customer Service

ServiceNow

Five9 Customer Service Index 2020

Five9

The Cogito Guide to Emotional Intelligence

Cogito

State of Service (4th Edition)

Salesforce

Paying Attention to Quality Pays Off: 4 Ways to Turn User Feedback into an Engine of Growth

unitQ

What is the business value of moving from Excel to WFM?

Calabrio

Future of Work: The impact on Businesses, Consumers and Employees

Calabrio

Forbes - Field Service On The Edge

ServiceNow

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

ServiceNow

Maximize uptime and streamline maintenance with ServiceNow

ServiceNow

Knowledge2020 Digital Experience - Field Service Spotlights

ServiceNow

The Five9 Guide to Making Customer Service a More Human Experience

Five9

Don’t Keep Your Customers On Hold

Five9

Cloud CRM Integrations

Five9