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Customer Satisfaction

Customer Satisfaction is a business term which is used to capture the idea of measuring how satisfied an enterprise's customers are with the organization's efforts in a marketplace. Every organization has customers of some kind. The organization provides products (goods and/or services) of some kind to its customers through the mechanism of a marketplace. The products the organization provides are subject to competition whether by similar products or by substitution products.
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White Paper Published By: IBM Marketing Cloud     Published Date: Sep 26, 2016
Download this commissioned study by Forrester Consulting on behalf of IBM, and learn how you can understand what your customers want and need, and serve them best in that context.
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customer experience, customer, customer engagement, customer relationship, customer service
    
IBM Marketing Cloud
White Paper Published By: Sungard Availability Services     Published Date: Sep 23, 2016
Challenging to control, prone to outbursts of disruption - but, ultimately, a powerful force that when hamessed correctly, can be game changing for any organization.
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digital tools, digital transformation, it management, it infrastructure, infrastructure
    
Sungard Availability Services
White Paper Published By: MuleSoft     Published Date: Sep 08, 2016
Today's business environment is extraordinarily competitive. No company, no matter its size or what industry it is in is safe from disruption. It is easier than ever for new entrants to come into a market, turning entire industries upside down. Unless organizations can nimbly innovate at the speed of their competition, they will be left behind, and large organizations with calcified processes and structures will be hit the hardest.
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mulesoft, microservices, digital transformation, business value, it support
    
MuleSoft
White Paper Published By: MuleSoft     Published Date: Sep 08, 2016
Enterprises are adopting more and more SaaS applications and customers are interacting with companies from an increasing number of channels. Many companies are not ready to provide the level of engagement, service and support their customers demand. New applications are added to the company’s ecosystem, but not connected with the existing applications. Customer data is inconsistent and not synced across a customer’s lifecycle.
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mulesoft, microservices, digital transformation, business value, it support
    
MuleSoft
White Paper Published By: LogMeIn     Published Date: Aug 24, 2016
Just how effective is mobile engagement when it comes to customer communication? Our friends at Vanson Bourne asked 8,000 mobile consumers a series of questions to find out.
Tags : 
effective mobile engagement, consumer expectations, mobile engagement, boldchat, mobile computing
    
LogMeIn
White Paper Published By: LogMeIn     Published Date: Aug 24, 2016
Just how effective is mobile engagement when it comes to customer communication? Our friends at Vanson Bourne asked 8,000 mobile consumers a series of questions to find out.
Tags : 
effective mobile engagement, consumer expectations, mobile engagement, boldchat, mobile computing
    
LogMeIn
White Paper Published By: LogMeIn     Published Date: Jul 12, 2016
Cette liste succincte met en avant les bonnes pratiques à l’attention des Agents et Administrateurs susceptibles d’aider votre entreprise à atteindre ses objectifs d’excellence.
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live chat, customer service, customer support, live chat success, best practices for agents and admins
    
LogMeIn
White Paper Published By: LogMeIn     Published Date: Jul 12, 2016
Best Practices für Betreuer und Administratoren
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live chat, customer service, customer support, live chat success, best practices for agents and admins
    
LogMeIn
White Paper Published By: LogMeIn     Published Date: Jul 12, 2016
Best Practices für Agenten
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live chat, customer service, customer support, live chat success, best practices for agents
    
LogMeIn
White Paper Published By: LogMeIn     Published Date: Jul 11, 2016
Ce rapport souligne les gains de performance obtenus par les entreprises qui font de la discussion instantanée un élément clé dans leurs interactions avec les clients.
Tags : 
live chat, customer service, customer support, live chat success, customer interaction
    
LogMeIn
White Paper Published By: LogMeIn     Published Date: Jul 11, 2016
Cette liste succincte met en avant les bonnes pratiques à l’attention des Agents susceptibles d’aider votre entreprise à atteindre ses objectifs d’excellence.
Tags : 
live chat, customer service, customer support, live chat success, best practices for agents
    
LogMeIn
White Paper Published By: Mitel     Published Date: Jun 29, 2016
Picture a contact centre. Did your brain conjure an image of a sea of low-walled cubicles with agents speaking into headsets? Until recently, that’s what most contact centres were—a single site where agents commute to the office and complete their work at a fixed location. Today, contact centre agents are not bound to the office; they can work just about anywhere: at home, in hired office space or even on the move from a mobile device. But that’s not the only benefit that mobility has on customer service. Here are five ways you can boost customer service levels using mobility.
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best practices, business optimization, business management, customer service, productivity
    
Mitel
Webinar Published By: Ciber     Published Date: Jun 28, 2016
View this video to find out how banks realise that implementing digital processes will enhance the relationship they have with their customers.
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commercial banking, digital banking, customer relationship, customer relationship management, customer satisfaction
    
Ciber
White Paper Published By: Pega     Published Date: May 25, 2016
IT leaders working on customer service projects must display an incredible amount of diligence. An organization’s CRM system has become its lifeline to customers, but as customer needs evolve so has the requirements of CRM. According to Gartner, today’s CRM solution must include a laundry list of capabilities outside its traditional core functionality including: native mobile support of the vendor's customer service and support business applications; real-time analytics; industry-specific functionality and workflow; context mining of voice and text; scalable cloud-based systems; social media engagement; suggested next agent action; multimodal capabilities, such as chat within mobile self-service; and even co-browsing. Gartner surveyed the CRM field and evaluated each vendor including Pegasystems. Download this Gartner Magic Quadrant analysis and gain a better understanding each vendors’ CRM Customer Engagement Center solutions.
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best practices, customer support, business intelligence, business optimization, customer engaement
    
Pega
White Paper Published By: LivePerson     Published Date: May 17, 2016
At the end of last year, the US alone had 435 million smart mobile devices in use — that’s 35% higher than the total US population. Among smartphone users, 68% use messaging apps regularly. And 84% of smartphone engagement with apps is spent communicating via text, email, and social channels. What does this mean for brands? The current state of CX is broken. Brands focus too much on channel and transaction, ignoring the customer’s preferences, and, ultimately, negatively affecting their bottom line. But wherever there’s a disconnect, there’s also opportunity. In increasing numbers brands are turning to messaging platforms and apps to offer more efficient, convenient customer service.
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liveperson, idc, consumer relations, mobile, smartphones
    
LivePerson
Webinar Published By: IBM     Published Date: May 05, 2016
Join this webinar to get a deep dive into the Customer Experience in Retail and to hear how retailers are performing across multiple dimensions. See the results from the Customer Experience Index Survey, assessing more than 550 retailers in 23 countries. The Customer Experience Index Survey findings: - Explore how retailers are creating differentiated brand experiences for their customers across channels - Provide a benchmark for your brand experience in terms of capability, coverage and compliance. - Assess your aptitude for responding with relevance and speed to the priorities that matter most to your customers
Tags : 
ibm, retail, customer experience, customer experience survey, customer relationship management
    
IBM
White Paper Published By: IBM     Published Date: May 05, 2016
The Consumer is the Channel: Infusing cognitive capabilities to engage and differentiate now and in the future
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ibm, consumer, retail, cognitive capabilities, consumer engagement
    
IBM
White Paper Published By: IBM     Published Date: May 05, 2016
Read about how cognitive solutions are helping the consumer products industry.
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ibm, cognitive solutions, brand enthusiasm, retail, consumer
    
IBM
White Paper Published By: Sailthru     Published Date: Apr 28, 2016
Increasing Repeat Purchase Rates: A High Impact Strategy Guide for Fashion, Apparel and Specialty Retail Brands Download this best practice guide on increasing repeat purchase rates to learn: - The top high-impact strategies that will drive repeat purchase rates and customer lifetime value - The priority tactics to test and deploy in order to put strategy into action - The frameworks you need to properly measure and drill-down into your business’s repeat purchase rates
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sailthru, retail, strategy guide, repeat purchase rate, customer lifetime value
    
Sailthru
White Paper Published By: IBM     Published Date: Apr 27, 2016
Winning the Customer Experience Battle: How IBM Watson combines the always-available service that today’s customers demand with the benefits of automation.
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ibm, customer experience, ibm watson, watson engagement advisor, cognitive technology
    
IBM
White Paper Published By: IBM     Published Date: Apr 27, 2016
When it comes to customer service, millennials have little patience and incredibly high expectations. In the United States, this segment's buying power will surpass that of any other single generation in 2017. Are you ready to meet these demands? IBM Watson Engagement Advisor goes far beyond the conventional call center automation mandate of controlling operational costs - it empowers customers to serve themselves however and whenever suits them best. Whether it's troubleshooting their account, getting advice on which products to buy, or resetting their password, Watson Engagement Advisor is available 24x7 through any device to get to the heart of customers’ needs, faster.
Tags : 
ibm, ibm watson, watson engagement advisor, customer service, customer relations
    
IBM
White Paper Published By: IBM     Published Date: Apr 27, 2016
"When it comes to customer service, millennials have little patience and incredibly high expectations. In the United States, this segment's buying power will surpass that of any other single generation in 2017. Are you ready to meet these demands? IBM Watson Engagement Advisor goes far beyond the conventional call center automation mandate of controlling operational costs - it empowers customers to serve themselves however and whenever suits them best. Whether it's troubleshooting their account, getting advice on which products to buy, or resetting their password, Watson Engagement Advisor is available 24x7 through any device to get to the heart of customers’ needs, faster."
Tags : 
ibm, ibm watson, watson engagement advisor, customer engagement, millennial
    
IBM
White Paper Published By: IBM     Published Date: Apr 26, 2016
Restoring connections: How telecommunications providers can reboot the customer experience IBM has more than 22,000 experts working in the Telecommunications industry, delivering solutions to more than 200 major communications service providers globally. IBM’s telecommunications capabilities are backed by a global network of telecom solution labs, research labs and innovation centers to support its offerings in the area of analytics, cloud, mobility, network optimization, digital transformation and global integration. IBM continues to invest significantly in key acquisitions to add expertise and capabilities that enable its clients in the telecommunications space.
Tags : 
ibm, ibm institute for business values, telecommunications, customer experience, communications service providers
    
IBM
White Paper Published By: Crimson Hexagon     Published Date: Apr 12, 2016
Take a look at our trend analysis report to see how technology adapted for consumer needs have changed the landscape of the financial services industry.
Tags : 
crimson hexagon, social analytics, consumer data, finance, customer insight
    
Crimson Hexagon
White Paper Published By: nFusion     Published Date: Apr 12, 2016
Factors to consider for a successful website redesign include: 1. Creating a customer centric site experience to fulfill the needs of customer personas and their journeys. 2. Ensuring website content is produced and presented according to evolving customer experience needs. 3. Putting a premium on program management and collaboration to identify and avoid blind spots. Read more to discover in depth details about these three factors.
Tags : 
nfusion, website redesign, customer experience, best practices, customer interaction service
    
nFusion
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