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CRM Case Studies

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

Fabriik Manages Growth with SAP

SAP's Customer Experience suite helps the financial services company handle rapid growth

Online Search Tool Suits Wildfang

The clothing retailer offers a better website experience with Searchspring

CRM Columns

Renegotiating Contracts During COVID Is Good Business

Helping customers weather a crisis can pay off in future loyalty

New to CX? Start with the Xs and Os

Why it makes sense to use the data you already have—operational data

Digital Agility Will Be the Key to Continuity in 2021

The pandemic has shown that just about anything that can be done in person can be done digitally

Value, Not Volume: The New Bar for Good Marketing

The coming revolution in marketing is not simply a matter of increasing and improving use of digital channels. It rests on a better and better-integrated understanding of customers.

Reports & Research

Beyond marketing and sales alignment: Calibrate to the customer for optimal buyer experience

Freshworks Inc.

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