buyer’s guide

case study

ebook

infographic

on-demand webinars

research report

white paper

article

digital experience

digital workplace

information management

Scaling in the Era of Digital Acceleration

eBook

eBooks

This e-books presents how&nbsp;customer data organizations can make the one-to-one vision more of a reality.

Customer Experience

The Organization of the Future

In this e-book&nbsp;you will find&nbsp;why&nbsp;persistent challenges require new approaches and (perhaps) a few helping hands.

Digital Experience

Drive Successful DCX with Collaboration and Cooperation

Prioritizing the customer experience is imperative in today’s competitive landscape.&nbsp;Customers have high expectations. Just one poor experience can wipe away any loyalty.To meet these demands and ensure consistency and quick responses, you need technology platforms that empower customers to selfserve and enable agents to answer questions faster.In this e-Book you will learn how&nbsp;to&nbsp;apply this to your customer service operations to realize ROI and retain customers and employees.

Human-Centered AI for Customer Service

The right survey strategy needn’t be complex, but it must be deliberate. This e-book provides you with the four key elements of a brand building survey program.

How to Make Every Survey a Top Customer Experience

White Paper

White Papers

The rate of change in eCommerce has always been fast. Yes, Covid-19 has come along and put everything into overdrive. But a lot of these external factors were already in play before we even knew Covid existed.

How to Stay Ahead of Ecommerce in 2022 and Beyond

Buyer's Guide

Buyer's Guides

A content style guide is the backbone of your enterprise content strategy — it’s the difference between providing average or incredible experiences for your customers.

Content Style Guide

Research Report

Research Reports

While most organizations still struggle to fully understand their customers, the successful ones are exhibiting technology investment patterns which result in the delivery of superior customer experiences.

The State of Digital Customer Experience

Customer Data Platforms Market Guide (2022 Q1)

This e-Book&nbsp;explores how companies are looking at the current digital landscape and what they need from their digital experience platform.

A Future-Proof Guide to Digital Transformation Trends

This report shows that concerns about the security of their money and protection against identity fraud are clearly at the forefront of customers’ minds when choosing a new bank.

Verint Experience Index: Banking

Twilio Segment’s State of Personalization Report, a global look at the latest trends in personalization, first-party data, privacy, and consumer loyalty.In this report, we surveyed nearly 3,500 businesses and consumers to get a pulse check on attitudes and experiences with personalization:Nearly half (49%) of consumers say they will likely become repeat buyers after a personalized experienceOnly 35% of companies feel they are successfully achieving omni-channel personalization37% of brands exclusively use first-party data to personalize customer experiencesDownload the full report to get the complete picture of the trends shaping the future of personalization.

The more personalized the customer experience, the higher the ROI

Get this report&nbsp;to learn the intriguing results of this study and what it means for your business

Verint Experience Index: Retail

Guide

This&nbsp;guide takes an in-depth look at the future of digital advertising, the necessity of first-party data, and the pivotal role of a CDP.

Digital Advertising in the Cookieless World

Customers expect you to know them after one interaction—or at least know where they are in their journeys. If they have to repeat themselves, you lose their trust.Not getting fast, convenient service is a top reason next-gen customers go to a competitor. Your speedy, efficient service sets you apart from your competition.In this guide we will show you why every customer interaction better be smooth all the time because you don't always get a second chance.Included in this GuideHow to get personal with customersHow to act fast with customersHow to be seamlesss and align people, process, and technology

The Inner Circle Guide to Agent Engagement & Empowerment

Agent satisfaction is vital for customer experience, but based on ICMI’s latest research, many organizations and leaders are challenged to keep agents motivated and engaged for the long-haulWithout a consistent strategy executed to address people, processes, and technology as it relates to enhancing the agent experience, contact centers will continue to see challenges.In this e-book, we’ll provide a framework that you can use to enhance your agent experience while improving the overall effectivenessIncluded in this e-bookEstablishing a Framework for AX Maturity PartAssessing Your Current State of AX MaturityCalculating and Elevating Your AX Maturity

The Road to Agent Experience Maturity

Every business has different needs, and yours is no exception. Size, industry, call volume, compliance requirements and other factors determine your unique needs.What you require is a call recording solution that addresses all of your specific needs and fits your specific business.&nbsp;In this report you will find questions/guidelines covering a number of areas, including: company size, industry/regulatory environment and business needs.Included in this Report:Does it offer the right capabilities?What is the implementation process like?How much does it cost and how much to maintain?How open and interoperable is the solution?

How to Select the Right Call Recording Solution for your Business

While call recording solutions can provide tremendous value to enterprises, call centers and service providers, there are a slew of options and vendors to consider.This e-book will introduce many of the critical aspects of call recording you should know before making a call recording purchase decision, whether it’s your company’s first-ever solution or you’re selecting a replacement call recording solution.Included in this e-book:Why record customer calls?Who benefits from call recordings?Recording for business process outsourcers&nbsp;

Call Recording Encyclopedia

This white paper&nbsp;evaluates the state of organizations’ content management strategies, as well as the role modern content services can play in advancing digital objectives.

Prepare For The Next Business Stress-Test With Content Services

This white paper shares perceptions and experiences of both IT and business leaders as they explorethe effectiveness of technology implementations and low-code platforms on their businessgoals.

Your Business Shortcut to Digital Transformation

The Forrester Wave™: Content Platforms

Read the report to learn why Gartner continues to recognize Hyland as a Leader in the content services industry.

Gartner® Magic Quadrant™ for Content Services Platforms

In case the term “content services platform” doesn’t tell you everything you need to know about what Hyland does and who&nbsp;theyare — we’ve got an e-Book for you.

Get to Know Hyland

Learn what experts have to say about keeping up with changing shopping patterns and increasing customer acquisition and retention.

Creating Customer Experiences in the Retail Sector

On-Demand Webinar

On-Demand Webinars

Experts from Acquia and TA Digital discussed the strategies that B2B marketers can adopt from their B2C colleagues.

Bring B2B Experiences to B2C Buyers

Watch this on-demand, hour-long webinar with Acquia and Appnovation to learn how modern retailers can unlock and unify their customer data to maximize ROI through informed decision-making, smarter marketing campaigns and seamlessly connected experiences.

Digital Marketing

Harnessing the Power of Customer Data

This report explores survey responses from over 3,000 global consumers to understand what changes are occurring in the customer experience landscape.

The Modern Age of CX Messaging

Hear from two remote work experts on how you can nail your internal communications in this new world of work.

Digital Workplace

Strategies to Ace Internal Comms in the New Hybrid-Remote Workplace

What is a cloud native data center? With the recent announcement of Mirantis Flow,&nbsp;the new data center-as-a-service solution, there’s been a lot of talk about this concept of a cloud native data center and the impact it will have on the future of cloud native infrastructure.This on-demand webinar features&nbsp;a complete definition from Mirantis Field CTO Shaun O’Meara along with a detailed explanation of Mirantis Flow.&nbsp;Included in this webinar:Unleash your developers and architectures from infrastructure managementMigrating and onboarding workflowsDecrease deploment time to value leveraging existing investment

Cloud Native Data Center as the Future of Modern Infrastructure

Emerging from the worst of the pandemic, but with undiminished threats including supply chains and cybersecurity attacks, medium and large enterprises need to reinforce their privacy approaches.Our global findings witnessed a dip in privacy competence and confidence, as evidenced by our TrustArc Global Privacy Index. Perhaps exhausted by efforts not only in dealing with the pandemic but also now adjusting to other harsh market realities, confidence in privacy has been shaken in 2022.Key takeaways include:Top 3 trends in the privacy space right nowHow companies are managing the evolving global regulatory landscapeThe 7 keys to managing a privacy program and how each industry performs

3rd Annual Global Privacy Benchmark Results

Forrester’s Total Economic Impact Study (TEI) finds a customer ROI of 126% with a total benefit of $2.08M when using the TrustArc Platform.TrustArc commissioned a Forrester study to analyze the potential benefits of using our platform and the Forrester team found ROI linked to efficiency, compliance and decreased cost in data breaches.Key takeaways include:Total benefit of over $2M over three yearsReduction in time to comply with privacy laws by 75%Reduction in privacy incidents by 80% representing a cost savings of $3M

Forrester Study Shows a 126% ROI When Using the TrustArc Platform

VMware had shown that organizations wanted more efficient ways to utilize hardware. Both VMware and AWS enabled self-service and rapid provisioning of virtual machines.A properly running OpenStack cloud could provide resources solidly enough for entire telecommunications systems to run on it; in fact, an entire branch of networking, Network Functions Virtualization (NFV), evolved to replace single-purpose hardware such as firewalls and load balancers with virtual machines, managed by OpenStack more often than not.This white paper will discuss how Kubernetes has made it possible for organizations to more confidently continue using OpenStack.Included in this white paper:Properly running OpenStack cloudContainers VS virtual machinesKubernetes's solve save OpenStack&nbsp;

How Kubernetes Saved OpenStack

Businesses have been pursuing digital transformation for a number of years, and the COVID-19 pandemic and the enforced change in the way of work has pushed digital transformation to accelerate rapidly.Business and technology leaders are also starting to recognize the increasingly critical role that open source technologies play in the development of new cloud native applications.This white paper will discuss the challenges that technology leaders face along with some solutions to solving these problems with a multi-faceted approach.Included in this white paper:The challenges that technology leaders faceSolving these problems with a multi-faceted approachIntegrating all the open source cloud native infrastructure components

The Cloud Native Data Center

A top priority for any customer support team is reducing the number of incoming tickets.&nbsp;A business can use many tactics to reduce support tickets, including better onboarding and proactive communication.&nbsp;Instead, companies are leveraging ticket deflection as a model to encourage self-service to customers. That can involve several components, including searchable knowledge bases, FAQs, and chatbots.&nbsp;Check this e-Book to learn about the right strategy and technology to execute and maintain such a model and for it to be a success for agents and customers.

The Key to Happy Support Teams

The COVID-19 global pandemic took people out of offices and stores, sending them home to an online world of uncertainty and high consumer expectations. For the customer support team, it’s a perfect storm.Many agents wonder if AI will outright replace them — but that’s not the solution. The real answer is less ominous: leveraging the right AI tools to adapt to current and arising customer needs and support trends.This guide will shed light on the continually evolving landscape of customer support, why that is, and how partnering with Forethought enhances different support channels to create a sustainable, strategic, empathic experience in 2021 and beyond.

The State of Customer Service

How do you choose the right Web Content Management System for your needs?&nbsp;However much we would like to think so, there’s no one-size-fits-all CMS for every single business out there. So the question is: how do you pick the one that’s right for your business?This white paper will give you the right inspiration on how to choose the right Web Content Management System for your website.

How to Choose the Right CMS

Marketers have long claimed that content is king - but some might say it’s data that is king today.&nbsp;Advancements in online technologies such as Digital Experience Platforms (DXP) aim to provide a personal omnichannel user experience, even for smaller organizations.In this guide,&nbsp;you will be introduced to theComposable Digital experience platform (DXP) and how it relates and differentiates itself from Monolithic Suites.

Composable DXP vs. Monolithic Suites

While business strategies differ between organizations, customer experience (CX) has become a priority for executives and leadership teams, no matter the industry.Organizations that recognize and adjust to this paradigm shift have proven to be more successful as a result.This report&nbsp;uncovers the secrets to maximizing business success through customer experience with&nbsp;key questions every customer experience professional should consider.

Uncovering the Secrets Behind a Successful Customer Experience Program

It’s no secret that custom experience is a brand differentiator and how many customers decide which brands to buy from. So CX strategy should be top of mind for your organization.But how do you maximize the value of your CX? How should you approach CX strategy and who should have a say in how your organization defines great customer experiences?We discussed these topics and more with Michelle Brigman, senior director of strategic alliances for Medallia.

Expand Your Thinking Around CX Strategy

How to Build Your First-party Data Strategy

The way in which you perform identity resolution can have a profound impact on the customer experiences you’re able to deliver.Articulation of Customer Data Platform (CDP) value typically centers on ingestion, segmentation, and activation. Core to all of those processes is identity resolution.This white paper offers three identity resolution mistakes to avoid in order to deliver personalized, privacy-compliant experiences at scale.

Avoiding the Identity Resolution Trap

As you successfully drive growth, the complexity of your data landscape increases significantly.Unpredictable changes, both internal and external, make it difficult to execute your customer data strategy at scale.This white paper&nbsp;breaks down data chaos and explains that in order to solve it, you need to be able to adapt to the changes.

What is Data Chaos?

Loyalty research is common among businesses that strategically manage customer experience (CX). The prevailing assumption is that loyalty is integral to business success.While some argue that all you need is a customer base that’s very likely to recommend your company, others aren’t sure it’s that simple.Since no metric is “one size fits all” you might be better served with a different one.Learn about the options and how to select the right one for you.This e-book includes:Why to use the right metric at the right times?Why NPS is the best choice for business?How to know if a customer is truly loyal, from acquisition through renewal?

Recommendation Metrics: Which One Would You Recommend?

When surveys show that customers’ journeys aren’t meeting expectations, companies need to take action. Most organizations are “closing the loop” on feedback by following up with customers afterwards.Unfortunately, companies don’t always see a positive financial impact from these actions. What’s the disconnect? Closed loop is riddled with “best practice” misconceptions, leading companies astray as they work to define and execute their customer follow-up strategies.Read&nbsp;this e-bookto learn about the most common closed loop mistakes and how you can overcome them to achieve better financial outcomes.Included in this e-book:How to find ROI in your closed loopHow to pinpoint which customers to close the loop withHow to follow up with your customers for immediate ROI

How to Close the Customer Feedback Loop

We are still in a time of unprecedented change — and that includes the ways in which customers want and expect to be able to interact with you. But how can you keep the “Big Picture” of your Customer Experience in view as the world continues to rapidly change?Who in your organization is concerned with customer experience (CX)? The truth is, virtually everyone in an organization SHOULD be concerned with providing the very best customer experience possible, but it’s leadership’s responsibility to make sure processes, people, and tools are in place to carry this out.

Answering the 5 CX Questions on Every Executive’s Mind

"Faced with customer retention and growth initiatives in a shifting data landscape, marketers look to a variety of technologies to help them collect, manage, and use first-party customer data.Customer data platforms (CDPs) present an alluring option for marketers who are frustrated with limitations in how their technology handles customer data management and analytics. However, marketers need guardrails for assessing whether this rapidly evolving technology can help them meet customer experience and audience targeting goals.This report examines 11 technologies that are often mistaken for CDPs and explains where overlaps exist — and how they differ."

A Guide to What Is — and Isn’t — a Customer Data Platform

While online simulations have been around for over two decades, an increasing number of training professionals have been rediscovering learning simulations as an efficient, learner-embraced L&amp;D delivery tool.However, as today’s learning leaders evaluate these innovations in training, they still have the same core questions.This summary of survey results touches on the original core questions and whether the new generation of learning simulations has what it takes to competently address them.&nbsp;

Simulation Learning: Optimizing Behavior Change at Scale

As diversity &amp; inclusion takes center stage in corporate strategy, learning programs will be a key element of driving progress within your workforce.What's needed is a learning approach that goes beyond simple awareness building to activate true behavior change.Download&nbsp;thisstrategic guide on D&amp;I learning programs to explore key concepts related to D&amp;I learning.

Strategic Guide to Building Diversity & Inclusion Learning Programs

Infographic

Infographics

Reach Your Workforce with Impact and Speed

The digital transformation of L&amp;D continues at pace.&nbsp;Indeed, corporate education may never return to the classroom.A more engaging and immersive digital solution is needed as global enterprises look to turn change into opportunity.Discover four essential ‘must haves’ to consider when planning your digital learning programs.

Four Must-haves When Digitizing Classroom Learning

This research study includes a detailed analysis of speech analytics solution market dynamics, major trends, vendor landscape, and competitive positioning.The study provides competition analysis and ranking of the leading speech analytics solution vendors in the form of the SPARK Matrix.This report provides strategic information for technology vendors to better understand the market supporting their growth strategies and for users to evaluate different vendors’ capabilities, competitive differentiation, and their market position.

SPARK Matrix: Speech Analytics, 2022

G2 is a “tech marketplace” where users review and offer feedback about the products and solutions they use. Instead of relying on a tsunami of ads, G2 offers authentic reviews and ratings where stakeholders decide on their next product partner.Based on over 600 customer reviews, check this report for the high performers and leaders with a contact center market presence.

G2 Spring 2022 Report

It is no secret that contact center solutions have been designed to help agents do their jobs more effectively.However, sometimes, what is meant to help ends up creating more problems. What is meant to be the answer ends up spurring more questions.This report encourages you to take a look at your current contact center solution and determine whether it is equipped to tackle your business customer experience needs for 2022.

State of Contact Center Technology

Cloud and Contact-Center-as-a-Service (CCaaS) incumbents beat the drum about AI, omnichannel, and personalized CX. So why are our brand experiences still so fragmented, unintelligent, and robotic?Omnichannel is an outdated strategy in today’s smartphone era. In fact, a 2019 Forbes article states “…the talk about different channels is not particularly helpful. The customer is the channel.”&nbsp;Download your copy today to see compelling industry statistics and feedback from current cloud contact center providers, along with what modern tech-forward brands require for delivering predictive, contextual and conversational CX.

The Inner Circle Guide to Omnichannel

Cloud-native omnichannel has failed to deliver for modern consumers. That’s why today’s most techforward brands are retooling to deliver predictive, contextual, conversational CX for digital-first, smartphone-era consumers.The US Contact Center Decision-Makers’ Guide (2022) is the industry’s #1 comprehensive annual report studying the performance, operations, technology and workforce aspects of the US contact center operations.Download your copy to learn more about the seven major pain points and issues that affect the contact center today.

US Contact Center Decision Makers’ Guide 2022

By engaging with future partners early in your discovery and planning steps, you leverage one of the most powerful truths in business:people support and advocate for work that they’ve helped to buildThis workbook helps you find a team, align to business goals and successfully pitch an executive sponsor for budget and support.

Secure a Sponsor & Budget for Any Project

The formula for executing customer experience transformation includes: clearly defined goals, an agile approach, and thoughtful deployment of new capabilities.Improving customer experience (CX) at scale requires change and growth.This white paper explains why customers want fast, easy, and empathetic experiences.

Why Leading CX Brands Choose AR-Powered Video

What may have been standard just ten years ago, no longer holds true. In the past year, big box retailers were forced to become direct-to-consumer brands overnight.Kustomer went out and surveyed over 500 American consumers to understand how their expectations of retail customer service have changed over the past 18 months, and the business impact of a poor customer experience.This report&nbsp;exploreswhy brands can’t afford to skimp on customer service, and the importance of delivering consistent, omnichannel service throughout the customer journey.&nbsp;

What Modern Consumers Expect from Retail Customer Service

Why CX Is a Team Sport

With 79% of CX professionals believing the role of customer service to fuel business growth will become more important over the next three years, delivering an exceptional experience is more important than ever.In order to understand the direction that the customer experience is heading, Kustomer surveyed over 100 CX professionals to predict how the world of CX will change over the next three years.&nbsp;

What the Future Holds for CX Organizations

Now more than ever, companies are searching for new technology to deliver on customers’ growing demands. And yes, they are growing.Simply put, the modern consumer wants quick and personalized service on every platform, instantaneously. And with customer service ranked as the second most important factor when deciding where to shop, right below price, it is imperative to provide wow-worthy support.The question becomes, how do you deliver? Without endless resources, providing exceptional customer service can be an intimidating challenge. Luckily, technology can help.

What to Look for in a Customer Experience CRM Platform

The conversations that take place every day between your employees and your customers contain a wealth of insights.Today’s marketing executives know that tapping into these interactions can unlock new levels of brand intelligence to improve corporate messaging, optimize campaigns, effectively manage potential crises and enhance brand sentiment, but doing this isn’t easy.In this guide, we’ll break down how data-driven marketers can uncover&nbsp;the insights that are within the customer interactions that are already taking place across your organization, such as in your contact or customer service center.

A CMO’s Guide to Driving Brand Loyalty and Value

New laws and policies around privacy and tracking will soon make third-party cookies a thing of the past.&nbsp;In such a high-paced, volatile environment, it’s important for CMOs to be vigilant.&nbsp;Having the right data analytics around your digital advertising investment can empower your decision-making.In this e-book you will learn why visibility into how your media dollars perform can help you avoid ineffective media campaigns.

Optimizing Your Media Investment

Gone are the days of choosing from inflexible menus and pressing corresponding numbers on keypads. We’re well past the days of automated phone systems.As businesses continue to evaluate what it takes to become more digital, AI-powered voice assistants will soon displace interactive voice response systems (IVRs) to economize business operations and efficiently meet customer demands.

The New Wave of Conversational AI

This is the era of the digital disruptor, which Forbes refers to as a brand that is "conceived, shaped and prodded online.” Think Warby Parker or Casper.What distinguishes these digital disruptors from their legacy counterparts? The ability to keep up with the demands and expectations of discerning, digital-first millennial and Gen Z customers.This e-Book breaks down how artificial intelligence (AI) can help high-growth digital brands proactively meet growing CX demands without sacrificing scalability.

How to Achieve CX Excellence with AI-Powered Conversations

Conversational AI is poised to become a competitive differentiator, especially in the current business landscape.While the concept of AI is not new, recent advances have enabled innovators to evolve AI into a technology that can truly recognize the nuances of human conversation, interpret their meaning and act on them.This e-Book provides several reasons why the future of customer support is conversational.

How Conversational AI will Transform the Future of Customer Service

Case Study

Case Studies

The client’s Patient Assistance Center (PAC) needed to scale to support accelerated growth, while providing easy, personalized experiences.Without next-gen contact center technology and digital self-service options, the client faced patient and staff frustration, lost revenue, and decreasing patient loyalty.In this case study,&nbsp;you will learn how Concentrix offered not only CX technology, but advisor services to augment the PAC staff, and managed services to ensure that the entire solution was efficiently and effectively implemented, and continually improved.

Reimagining Patient Experience

In today’s contact center, the power dynamic has shifted.&nbsp;In light of theGreat Resignation, agents have more leverage than ever before and are being more vocal about what they want and need from their employers.Data-driven approaches to coaching can, along with AI-powered technology, help alleviate pressure on managers by delivering detailed insights on performance.In this guide, you will learn five coaching strategies for contact center to build a positive culture, while improving productivity in the process.

The Data-Driven Supervisor's Handbook

The appetite for custom-built, homegrown intranetsis dead. The intranet market has undergone a major reinvention over the last few years.New, cloud-native platforms have shattered the stereotype of static, clunky, internal portals.Get this report to see&nbsp;how each provider measures up and helps technology architecture and delivery professionals select the right one for their needs.

The Forrester Wave™: Intranet Platforms, Q1 2022

2021 saw a phenomenon called the “great resignation” (or “big quit”), where millions of people left their jobs.&nbsp;This staggering trend only highlights the necessity of making sure your teams are motivated, supported, and managed properly. An investment in employee experience — and the right digital tools — bolsters financial as well as less quantifiable gains. Is your organization ready? Do you have the right tools, the right technology?&nbsp;Download this guide to find out why and how low code is key to positive employee experience.&nbsp;&nbsp;

How Low Code Drives Positive Employee Experiences

Forrester research predicts that 75 percent of all application development will be done on low or no-code platforms this year. The low-code development market only started to take shape a decade ago but as of just last year it accounted for 44 percent of software development.Everyone seems to be adopting low code, but is it as customizable, secure, and scalable as you need to succeed?&nbsp; Will it lead to shadow IT, which can bring down an entire enterprise? Here are 5 important lessons for adopting, and succeeding with low-code.Download this essential guide and get the information you need to kickstart your digital transformation without bogging down your professional developers in hand-knitting lines of code.

5 Potential Pitfalls of Low Code

No doubt you’ve heard a lot about headless. But what is it really all about? Why is it better than other approaches? And how can it benefit you and your organization?This guide answers all these questions and more, outlining what headless is and the benefits it brings and giving you a deeper understanding of what you can expect.By the end of this guide we hope to have mitigated any misconceptions and helped you decide whether headless is right for your business.

What to Expect When Going Headless

Hybrid working creates vast opportunities for the way we shape our offices and business premises, the way we communicate with colleagues, clients and customers, and what work will look like from now on.New workplace models, remote workplace policies and procedures, as well as architectural and interior design changes all need to be considered by businesses.This white paper teaches companies to adopt the right technology and culture&nbsp;to bring their people, customers and systems along with them.

Unlock the Potential of a Hybrid Work Model

Composable Commerce has seen significant traction in the past year but there are some elephants in the room that need to be addressed.While we’ve seen firsthand how the benefits far outweigh the challenges, it’s important we talk about the challenges of this approach and provide resources to overcome them.Watch eCommerce experts from Algolia, Contentful, and Elastic Path to learn how to overcome the top barriers of a Composable Commerce approach.

Top Barriers of Composable Commerce & How to Overcome Them

The eCommerce platform market is crowded with dozens of vendors all claiming to&nbsp;offer similar capabilities and beneﬁts - so how do you choose which investment is right for your business?There is no “best” solution for every company and every team, and therefore, when choosing an eCommerce solution, you should focus on matching your speciﬁc requirements to each vendor’s offering.In this guide you will learn the 7 things to consider when selecting the right ecommerce solution for your business.

Choose the RIGHT eCommerce Solution For Your Business

Digital transformation&nbsp;for Customer Experience&nbsp;is (and should be) a top priority on every business agenda today.With rapid advancement in technologies, changes in the ways consumers communicate with businesses, and consumer expectations of 24/7 accessibility, businesses need to rethink how and where they meet their customers.This&nbsp;e-Book offers a comprehensive digital strategy that will help you achieve your immediate goals and lay a strong foundation for future implementations.

How to Achieve Digital Transformation Success in CX

Technology is a powerful thing. In the past year, we have seen how AI is changing the way our world operates.But sophisticated technology obviously isn’t simple. There’s a lot of intricacies that create the depth of knowledge that is required to deliver truly transformational experiences.&nbsp;This e-Book explores&nbsp;what makes great technology and what great technology needs to truly be successful in the contact center.

Building a Conversational AI Solution

Technology has advanced, but the way that we run contact centers has not changed. This disconnect means the end result frequently falls short.Human agents were once the center of the contact center. The rise of technology shifted this model to rely less on human agents, but still needed a human for the interaction to be completed.This e-Book explains how the model of the contact center needs to incorporate new technology capabilities in order to achieve its highest potential and return on investment.

How Conversational AI is Changing the Way Contact Centers are Run

Today, organizations have a rare opportunity to redefine what it means to be an employer.Of course, there is no change without challenges. Workplace leaders have been tasked with reinventing their workplace experience on the fly.This white paper gathers data&nbsp;to help workplace leaders shape their workplace experience and position themselves for success in the future.

How Employee Perks Have Evolved To Meet New Hybrid Workplace Needs

To get the most out of Microsoft Teams, you need to understand the key collaboration scenarios and associated regulatory requirements across the organization.Avepoint&nbsp;dives into the many ways of organizing Microsoft Teams to support the different shapes and routines of individual teams (and how to do it quickly by cloning).Both IT pros and business managers concerned with having the best of both sides will derive value from this e-Book.

Using and Tailoring Microsoft Teams for Your Organization

Microsoft Teams has become the central productivity hub for organizations today. Its value in enabling business continuity can be seen in a nearly 500 percent increase in daily active users since the start of the COVID-19 pandemic.Developing coherent policies can accelerate the process of&nbsp;enabling external sharing.This e-Book goes step by step through the complex layered approach of configuring Microsoft 365 in alignment&nbsp;with your policies.

External Sharing and Guest User Access in Microsoft 365 and Teams

The COVID-19 pandemic put a spotlight on the need for businesses to rethink their approach to flexible, remote, collaborative ways of working leveraging cloud-based services.While all the talk of digital collaboration and cloud storage is great for business productivity and collaboration, it does present a new challenge for records managers.This e-Book presents records management practices needed to evolve with today’s digital transformation trends.

Microsoft 365 Records Management Roadmap

Information is the lifeblood of a company. It can give insight into market trends and lucrative new market opportunities.As with anything of value, information is not risk free. The collection, storage, access, usage, and disposal of information is a breeding ground of risk.This e-Book breaks down all you need to know about information risk and how to build your mitigation action plan.

Mitigating Collaboration Risk Workbook

In an era of increasing — and often unpredictable — change, the ability to adapt must be a part of every organization’s DNA.This kind of education isn’t simply a “nice to have” option that can sit on the back burner; it must be a central and ongoing component of your ecosystem.This e-Book describes how AvePoint's&nbsp;tools deliver on the promise of accessing and sharing resources to meet real performance needs.

Enhance Workplace Training with an Embedded Microsoft Teams LMS

Customers are choosing digital first at an accelerated pace, and many prefer self-service and social channels.However, they still expect informed, relevant, streamlined, and authentic interactions—including human interaction when they want it.This&nbsp;e-Book introduces a unified approach to data integration, analysis, and visualization.

Research Library

The Organization of the Future

Drive Successful DCX with Collaboration and Cooperation

Human-Centered AI for Customer Service

How to Make Every Survey a Top Customer Experience

How to Stay Ahead of Ecommerce in 2022 and Beyond

Content Style Guide

The State of Digital Customer Experience

Customer Data Platforms Market Guide (2022 Q1)

The Organization of the Future

Drive Successful DCX with Collaboration and Cooperation

Human-Centered AI for Customer Service

The Organization of the Future

Drive Successful DCX with Collaboration and Cooperation

Human-Centered AI for Customer Service

How to Make Every Survey a Top Customer Experience

How to Stay Ahead of Ecommerce in 2022 and Beyond

Content Style Guide

The Organization of the Future

Drive Successful DCX with Collaboration and Cooperation

The Organization of the Future

Drive Successful DCX with Collaboration and Cooperation

Human-Centered AI for Customer Service

The Organization of the Future