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

Research Report

Research Reports

In this report you will learn where are brands going wrong and what opportunities do they have to turn customer centricity into a reality.

Customer Experience

CX Trends, Challenges, & Opportunities

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

White Paper

White Papers

Download 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

Guide

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.

The Inner Circle Guide to Agent Engagement & Empowerment

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

This report will help you better understand what customers value most when interacting with your customer service center.

Consumer Attitudes, Expectations, and Preferences for Customer Service

Buyer's Guide

Buyer's Guides

Customer Data Platforms Market Guide (2022 Q1)

This market guide examines the current state of the industry for a detailed look at leading vendors that are pushing the limits of what a DXP can do.

Digital Experience

Digital Experience Platforms (DXP) Market Guide

Learn how your CX environment and execution compare to that of your industry peers by downloading this FREE report to find out!

Callminer CX Landscape Report

Prioritizing the customer experience is imperative in today’s competitive landscape . Customers have high expectations.To meet these demands and ensure consistency and quick responses, you need technology platforms that empower customers to self- serve and enable agents to answer questions faster.This guide describes how to apply human-centered AI&nbsp;to your customer service operations to realize ROI and retain customers and employees.Included in thisguide:Why “human-centered” conversational AI is vital in customer service todayThree pillars necessary to enhance the customer experience with human-centered AIUse cases for human-centered AI in customer service

Human-Centered AI for Customer Service

eBook

eBooks

The SaaS industry is passionate about customer relationships and empowering users with the support and care they need to besuccessful.It’s a unique industry,which can sometimes mean deeper thought and strategy around customer service.In this e-Book, you’ll learn how this type of AI can elevate your self- service options, empower your staff, reduce your costs, and drive customer satisfaction.Included in this&nbsp;e-Book:How conversational AI supports more accurate self-serviceWhat challenges SaaS companies face with customer serviceHow agents can&nbsp;assigntickets with conversational AI

How Conversational AI Solves SaaS’s Biggest Customer Service Challenges

Most AI-related headlines focus on fear. They shout that the robots are coming and they will take all our jobs.But at Forethought&nbsp;believes that technology has the ability to impact our lives for the better. With a few lines of code, we can all be geniuses at what we do.This e-book introduces&nbsp;a few ways to measure AI readiness within your customer support team.&nbsp;Included in this e-book:An Intro to Key AI TermsHow Can I Get Ready For AI?How to identify your KPIs

Piloting AI for Customer Support

These days it’s hard to stand out on lower prices or shiny new features. Give it just a couple of months, and a sea of competitors will match it — or even exceed it. To stand out, brands have pivoted to make every aspect of their business exceptional — not just the product.For starters, most customers no longer expect brands to simply meet their needs — they expect them to exceed their needs and deliver exceptional experiences.This report will explore how innovative technologies and omnichannel customer journeys continue to set and re-set the bar for the best experience a customer can have.Included in this report:Marketing Optimization and Journey AI“Clienteling” in the StoreConversational AI and more

The State of Data and AI in Retail

This e-Book&nbsp;takes a closer look at the consumer behaviors driving trends&nbsp;andexplores the strategies at your disposal to orchestrate a truly omnichannel retail experience.

The Guide to Omnichannel Retailing

Having technology provided and managed by a third-party away from a customer's premises is not a new idea, with service bureaux and ASPs (application service providers) being around for many years.&nbsp;In the past decade, the success of SaaS (Software-as-a-Service) solutions, especially for CRM, have paved the way for widespread creation and adoption of cloud-based solutions, both from incumbent vendors and solution providers new to the industry.In this guide we you will learn all about&nbsp;cloud and the vast growth happening in the space.Included in this report:Cloud: What is it and who's using itWho is cloud most appropriate forEvolution or Revolution

Cloud-Based Contact Center Solutions

On-Demand Webinar

On-Demand Webinars

Customer expectations are at an all-time high and they are demanding personalized experiences more than ever, and these targeted experiences require data and insights.Instead of collecting data without consent, brands must earn the trust in order to gain access to customers personal data.Find out how sharing data across your organization can improve your customers experiences and your bottom line.This webinar explores:What is a CDP and how does it connect your organization in a customer-centric approachNext steps to prepare for the privacy-centric futureChoosing the right CDP for your business

What is a CDP and How to Choose a CDP

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

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

Verint Experience Index: Retail

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

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

The Organization of the Future

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

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

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

Drive Successful DCX with Collaboration and Cooperation

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

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

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.

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

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?

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

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

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

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

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

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

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.

Customer Experience + Customer Service: Breaking Silos to Unify CX

5 Upskilling Secrets to Supercharge Your Contact Center

Video at Work

The Definitive Guide to Content Analytics

Why Your Company’s Tone of Voice Matters

Content as an Asset

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

The Marketing Playbook for Content Creation

From Great Resignation to Great Retention

The Key for Contact Center Transformations: A Customer Data Platform

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

The New Contact Center Empowers Its People With Customer Intelligence

The Hidden Power of 14 Key Customer Contact Drivers

It’s no secret that the most successful companies are able to attract and retain top talent, yet employee experience remains a consistent challenge for many of today’s global enterprises.

Research Library

CX Trends, Challenges, & Opportunities

Verint Experience Index: Banking

The more personalized the customer experience, the higher the ROI

The Inner Circle Guide to Agent Engagement & Empowerment

Your Business Shortcut to Digital Transformation

Consumer Attitudes, Expectations, and Preferences for Customer Service

Customer Data Platforms Market Guide (2022 Q1)

Digital Experience Platforms (DXP) Market Guide

CX Trends, Challenges, & Opportunities

Verint Experience Index: Banking

The more personalized the customer experience, the higher the ROI

CX Trends, Challenges, & Opportunities

Verint Experience Index: Banking

The more personalized the customer experience, the higher the ROI

The Inner Circle Guide to Agent Engagement & Empowerment

Your Business Shortcut to Digital Transformation

Consumer Attitudes, Expectations, and Preferences for Customer Service

CX Trends, Challenges, & Opportunities

Verint Experience Index: Banking

CX Trends, Challenges, & Opportunities

Verint Experience Index: Banking

The more personalized the customer experience, the higher the ROI

CX Trends, Challenges, & Opportunities