Smart Customer Service White Papers

5 Ways to Empower Agents to Deliver Great Customer Experiences


An empowered agent workforce that delivers amazing customer experiences makes the difference when customer loyalty is on the line. There is a strong link between customer experience, customer loyalty, and business profitability. That’s why organizations in every industry strive to deliver experiences that customers love.

Where is your organization today and how can you lead the digital transformation of customer experience in a way that truly empowers contact center agents to deliver the kind of service that will grow revenue and increase word of mouth about your brand?

In this paper, we’ll explore five ways to help you achieve this goal. 

Think beyond traditional CRM to elevate your customer service


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 just isn’t cutting it anymore. In this eBook, Farrell Hough, Senior VP Customer Workflow Products at ServiceNow, discusses the need for purpose-built customer engagement technology and processes that go far beyond call-logging to set your company apart from the competition. Read the eBook to learn:

  • How traditional CRMs are not meant to serve customers effectively
  • The advantages of end-to-end solutions for seamless quality experiences
  • The options for integrating into current systems

The customer service metrics and KPIs you should be tracking


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 indicators (KPIs) and other customer service metrics to succeed and prove your team’s contribution to corporate goals. Read about:

  • Required metrics for increasing customer satisfaction
  • KPIs for optimizing operationally efficiencies and reducing costs
  • Stats for improving agent satisfaction

The Three Customer Service Megatrends in 2020: Fuse AI and Agents to Drive Better Experiences


Offering poor customer service is no longer an option and can potentially cost organizations tens of billions in revenue according to Forrester. Customers now expect (and demand) great experiences. But how can you help ensure you’re delivering this?

Check out Forrester’s report on the three megatrends affecting customer service this year and the steps necessary to improve your customers’ journeys. Key takeways include:

  • How automation and AI now serve as your customer service foundation
  • Why your organization must produce superagents—supported by AI
  • Steps to rethinking and improving your customer service culture

Discover 6 best practices of field service leaders


Improve your customer experience with modernized field service management

Providing excellent field service is critical to improving customer satisfaction. However, many field service organizations still schedule and manage work manually. This leads to repeat visits and frustrated customers and employees. But by embracing automation and digitization, there’s a way to keep up with rising customer expectations. Learn how to modernize field service with six best practices to improve customer experience. Read about:

  • Challenges facing field service today
  • Steps you can take to transform your organization
  • How ServiceNow Field Service Management can help you achieve your goals

CORINIUM: The Customer Experience Perspective


In a Corinium Global Intelligence study commissioned by ServiceNow, 55% of the surveyed executives said they would be seen as a strategic business leader if they could achieve the right mix of customer experience (CX) improvements, financial outcomes, and future-proofing of customer service.

This white paper shares survey results and recommendations on:

  • Mapping the customer journey
  • Delivering customer self-service options
  • Closing the loop to eliminate service gaps
  • Mitigating customer service issues proactively
  • Using analytics and AI to improve CX

ThinkJar: Six Transformational Customer Service Trends


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 model. The new approach? It’s about a platform, the customer journey, and achieving operational excellence—working with customers and working across teams to deliver better service.

Download the white paper from ThinkJar and learn about:

  • The six trends that focus on budgeting, spending, technology, data, channels, as well as cloud, platforms, and ecosystems
  • The five tenets for operational excellence

Discover how to make the most of the trends to deliver great experiences for everyone involved in your customer service.

4 Steps to Calculating the ROI on Customer Experience Intelligence


For most companies, achieving intelligence into true CX is easier said than done. Yet the ROI is undeniable. The average organization analyzes just 2% of all customer interactions – mostly for random assurance checks and reactive investigations.

In this Ebook, we share four key steps for building and executing an effective CX ROI strategy, and explore the sometimes-obscure value proposition of CX intelligence.

Make Journey Mapping Your Secret to Outstanding Customer Service


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 say they are currently competing mostly on the basis of customer experience. And to make that customer experience really shine, it’s critical to look at the customer journey from a customer’s point of view.

So, how can you best assess the quality of your customer experience and identify areas for improvement? Start by understanding their journey.

ABERDEEN STUDY: Four Transformative Best Practices for Future-Ready Customer Service Experiences


How does your customer service program compare?

Recently, Aberdeen Group, the Massachusetts-based market intelligence company, conducted a survey of 445 companies across the world and industries. The objective? To determine the state of service programs. Aberdeen’s research identifies best-in-class organizations that have successfully transformed their service activities to build customer loyalty and maximize efficiency. Read the survey report and learn:

·     What makes an organization best in class?

·     How your service organization measures up

·     Four best practices to transform your service

·     What’s required to implement those practices?

The Road to Transforming the Customer Service Experience: Investing in great outcomes for employees and customers


Moving beyond CRM to shift your company into high gear

Ask companies about being competitive and all roads lead back to providing an exceptional customer experience. But creating that experience means expanding on the traditional definition of customer service to encompass every aspect of a company’s offerings. If you’re thinking about transforming your organization, this ebook can be your guide.

Forrester Study: Business Value of ServiceNow Customer Service Management


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 framework to help readers evaluate the potential benefits and costs of investing in the solution.

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


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 today are demanding service on their own terms and time. To adjust to this new reality, customer service organizations are rethinking their technology, data, and operations.