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ThinkJar: Six Transformational Customer Service Trends

ThinkJar: Six Transformational Customer Service Trends

Published By: Research Desk Released: Nov 05, 2020

Customer service is evolving. Time to change. Traditionally, customer service has been single channel or nonintegrated multichannel, with the company‑centric goals of efficiency and cost‑savings. Six trends are changing that…

Think beyond traditional CRM to elevate your customer service

Think beyond traditional CRM to elevate your customer service

Published By: Research Desk Released: Nov 05, 2020

Go all-in with an end-to-end service solution that meets today’s high customer expectations. One of your biggest opportunities to deliver a superior experience is through customer service, and traditional CRM…

The customer service metrics and KPIs you should be tracking

The customer service metrics and KPIs you should be tracking

Published By: Research Desk Released: Nov 05, 2020

Your customer service team works hard to achieve its objectives and improve customer satisfaction. But how do you prove it? This eBook explores how to capture and leverage key performance…

Forrester Study: Business Value of ServiceNow Customer Service Management

Forrester Study: Business Value of ServiceNow Customer Service Management

Published By: Research Desk Released: Nov 05, 2020

A Study to Measure Cost Savings and Business Benefits This Forrester Total Economic Impact™ (TEI) study is based on four interviews with ServiceNow Customer Service Management customers. It provides a…

Customer Workflows: Drive customer loyalty with connected digital workflows

Customer Workflows: Drive customer loyalty with connected digital workflows

Published By: Research Desk Released: Nov 05, 2020

Ramp up customer service fast when the unexpected happens Organizations are reacting to a disruptive number of customer requests with fewer employees available to respond. In the new normal, scaling…

Customer Workflows Book of Knowledge

Customer Workflows Book of Knowledge

Published By: Research Desk Released: Nov 05, 2020

Discover how your peers from 7-Eleven, Vodafone, KiwiBank, Basware, Lowe’s, and more deliver superior customer experiences. These quick-read summaries of their Knowledge 2020 breakout presentations offer insights into innovative approaches…

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

Driving Radical Customer Service Innovation: Move beyond operational demands to deliver pr...

Published By: Research Desk Released: Nov 05, 2020

IT is increasingly at the heart of business success—and nowhere is that more true than in customer service. That makes IT a critical partner in transforming the customer experience. Customers…

Evolving your customer journeys to the next normal

Evolving your customer journeys to the next normal

Published By: Research Desk Released: Nov 05, 2020

Investing in great outcomes for customers and employees The road to exceptional customer service has been rerouted. Today’s customers are undergoing a bumpier journey, and they’re asking for help adapting…

Make Journey Mapping Your Secret to Outstanding Customer Service

Make Journey Mapping Your Secret to Outstanding Customer Service

Published By: Research Desk Released: Nov 05, 2020

Introduction to customer journey maps. Delivering an exceptional customer experience is priority number one for companies hoping to succeed and grow in today’s competitive environment. More than two-thirds of companies…

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

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

Published By: Research Desk Released: Nov 05, 2020

How effortless customer service enables business benefits Customer service leaders can no longer rely on efficiency alone for success. In this eye-opening report, Aberdeen concludes that delivering an effortless service…

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