Smart Customer Service White Papers

Frost & Sullivan - Integrating people, technology, and processes to drive effortless customer experiences

ServiceNow

When you resolve customer issues before they even happen, you’ll deliver great experiences for customers, wherever they choose to interact. Get the latest CX trends and insights from Frost & Sullivan to see how you can meet growing expectations by connecting people, systems, and processes on one platform. 

Contact Center Trends to Watch in 2023

8x8

Do you have the tools you need to keep your customers happy? 

A recent study found that 46% of CX and IT leaders believe that customer experience will be the leading brand differentiator in 2030, even more important than things like price, product quality, or corporate responsibility. 

Read Contact Center Trends to Watch in 2023 to learn about all the top upcoming trends and keep your contact center fast, efficient, and thriving. 

Your journey to the cloud

NICE

A contact center’s journey to the cloud can be as challenging as it is exciting. Our “travel guide” explores NICE CXone benefits, but it also plots the  omplex trip for you, including the opportunity to tailor it to your needs with our multipath approach.

Customer Operations for Dummies, ServiceNow Special Edition

ServiceNow

You may be surprised what you didn’t know about delivering outstanding customer experiences: that it’s more than engagement. This guide offers an indispensable checklist for powering behind-the-scenes customer operations with digital workflows to create a customer-obsessed organization.

Reimagine manufacturing: Discover stories of digital transformation

ServiceNow

Manufacturers have been ramping up their digital transformation investments in response to competitive, economic, and geopolitical disruptions. However, while these investments have set the foundation for growth, many manufacturers have yet to realize their full potential. To stay ahead of the rapidly changing landscape, manufacturers need to drive action across their entire value chain to deliver successful outcomes with agility, speed, and confidence.

Read this eBook to gain insights from customers, such as General Mills, PepsiCo, and others, including a global FMCG manufacturer, on how they have addressed transformation challenges. These stories include:

  • Streamlining operations from product development to the factory floor
  • A transformative approach to portfolio planning and strategy
  • A low-code journey for scaling applications across the enterprise
  • Modernizing the employee experience to serve a workforce with highly diverse roles and needs

Secure your manufacturing OT with a single system of action

ServiceNow

The explosion of connected and intelligent OT devices means manufacturers have never been more vulnerable to cyber-attacks and unplanned downtime, leading to increased financial and operational risk or loss of life.

To become resilient, manufacturers must start with a holistic OT and IT security strategy at the c-suite. Read this eBook to learn how a single system of action unites OT and IT so that manufacturers can proactively assess, prioritize and act on vulnerabilities to build a secure and competitive enterprise.

State of Initiatives in Manufacturing - Smart Industry Report

A ServiceNow Report from Smart Industry

State of Initiative MFG Survey: Strange Days in Transformative Times

We see a diversity in opinions in the latest Smart Industry annual State of Initiative survey, being conducted since 2015. Trends about the tools and techniques of modern manufacturing emerge. Big-picture perspectives indicate a continued embrace of smart manufacturing

Gatepoint Research Pulse Report - OT Security Strategies

ServiceNow

Operational Technology Security Strategies

OT device attacks are a growing threat. They can create havoc and result in big losses by shutting down production. Manufacturing operators can increase visibility and remediate common vulnerabilityes. This survey hi-lights manufacturers concerns, preparedness and cross functional alignment and includes areas for improvement.

Reimagine Telecom: Discover stories of digital transformation

ServiceNow

In today’s digital era, the value of connectivity is being redefined across all enterprise and consumer spheres. With the promise of 5G becoming a reality, communications service providers (CSPs) are under pressure to modernize and transform their processes, tools, and mindset to capture new growth opportunities.

Read this eBook to gain insights from customers, including BT, Intelsat, KPN, Orange, and others, on how they have addressed transformation challenges. These stories include:

  • Redefining customer service through streamlined order management
  • How a telecommunications company turned every employee into a customer experience agent
  • Turning digital transformation into a reality with automation

TM Forum Report: Telco revenue growth: taking it to the next level

ServiceNow

Tap into the latest TM Forum research co-sponsored by ServiceNow and explore how 33 global telcos are growing revenue with new products and services.

Read this report for insights on the following:

  • Overall revenue trends across B2B and B2C markets
  • Prospects in service areas such as mobile private networks, cloud, data-as-a-service and other lines of business
  • Communications Service Providers (CSPs) professional services propositions
  • Vertical sectors that CSPs are targeting
  • How ServiceNow is helping telcos ignite growth with automation

Appledore Report: A new generation in inventory management

ServiceNow

Telecom operators could be forgiven for thinking that the inventory management problem is solved. Yet even with the world of telecom rapidly evolving, outdated network inventory management practices slow innovation and keep Communications Service Providers (CSPs) from driving growth.

Read this Appledore report and learn how new technologies in telecom can enable CSPs to embrace end-to-end automation with accurate network data to drive efficiencies and redefine the service experience.

IDC: Achieving excellence in service and customer experience in manufacturing

ServiceNow

Over the past two years, disruption to manufacturers and service organizations has accelerated a shift to more customer-centricity and experience-driven engagements. The ability to transform and deliver enhanced customer outcomes demands a new perspective on digital technologies.

Read this IDC report to get insights on the top service and product transformation drivers and initiatives and learn how manufacturers can achieve value across the organization and the customer's life cycle.

Reimagine the enterprise customer experience and fuel growth

ServiceNow

As competition intensifies among service providers, frictionless experiences become even more important. Find out how scalable processes and an ecosystem that fosters revenue growth are the factors that will most drive competitive advantage.

Dräger creates a fast and secure customer service portal

ServiceNow

Dräger wanted to create a world-class business-to-consumer resource that allows all customers to access all the information they need, 24/7, at the touch of a button. They wanted to make it easy for their customers to order services for its products; they saw huge potential in moving their service catalog and service booking processes fully online, using the digital technology. Dräger partnered with ServiceNow to create a bespoke Digital Customer Service Center. Now customers can browse product and service ranges, commission services, and arrange maintenance and repair appointments, all in one place, at any time, night or day.

The case for proactive customer service: Five capabilities to intelligently prevent disruption and provide consistent service experiences

ServiceNow

Whenever a customer sees that you fix issues fast, or that your services are always up and running, their confidence in your brand gets a boost. But to deliver on your promise to provide seamless service, you need to be proactive. Read this ebook to explore the five key capabilities you need to intelligently fix problems before customers even know they have them. Discover how you can connect the right teams to the right resources, while actively monitoring the health of customers’ products and services.

Gartner Report – The Essence of a Customer Experience Strategy

ServiceNow

Learn from Gartner and ServiceNow how to create future-state focus based on the 3 essential elements of a successful customer experience strategy, including: where you will play - choose the right target customers, how you will win - define a value measure and monitor success and what resources you will need to win - designate teams, timelines, and budgets.

Customer Experience: Five best practices for connecting customer service resources

ServiceNow

Delivering great customer experience—and fixing issues before customers even know there’s a problem—goes far beyond just your contact center. Your whole organization needs to be involved. Read this ebook to discover five best practices for building more resilient and connected service operations. From reducing workloads with automation, to identifying issues faster, to eliminating information silos, you’ll learn everything you need to deliver seamless, cross-organizational service. 

Gartner Report - The Virtuous Circle of Collaboration With Augmented Reality in Field Service

ServiceNow

By 2025, over 50% of field service management deployments will include knowledge-sharing tools and/or collaboration capability supported with mobile augmented reality, up from less than 20% in 2021. With the changing landscape of requirements for Field Service Management (FSM), as well as the fragmented solution offering, it is important for application leaders to invest in a circle of collaboration to improve current and future outcomes.

Carrefour delivers great in-store experience

ServiceNow

With its new ServiceNow application "Click and Repair", Carrefour is improving flexibility and turnaround times for repairs. They bring fluidity and agility in the intervention of service providers for in-store equipment repairs. The app has simplified the maintenance request process.

Power of the platform: Accelerating business outcomes across the enterprise with a single digital foundation

ServiceNow

Many businesses start their digital transformation journey by making changes to just one or two departments or teams, in a siloed way. But the real magic happens when you level up your entire organization in sync. Read this ebook to see how you can deliver enterprise-grade experiences for every customer, employee, and partner, by building on your success with ServiceNow’s Now Platform.

Gartner Report – The Essence of a Customer Experience Strategy

ServiceNow

Learn from Gartner and Service Now how to create future-state focus based on the 3 essential elements of a successful customer experience strategy, including: where you will play - choose the right target customers, how you will win - define a value measure and monitor success and what resources you will need to win - designate teams, timelines, and budgets.

The case for proactive customer service: Five capabilities to intelligently prevent disruption and provide consistent service experiences

ServiceNow

Whenever a customer sees that you fix issues fast, or that your services are always up and running, their confidence in your brand gets a boost. But to deliver on your promise to provide seamless service, you need to be proactive. Read this ebook to explore the five key capabilities you need to intelligently fix problems before customers even know they have them. Discover how you can connect the right teams to the right resources, while actively monitoring the health of customers’ products and services.

Forrester TEI of ServiceNow Customer Service Management

ServiceNow

To deliver effortless, end-to-end customer experience every time, all parts of your organization need to work together, across the front, middle, and back office. See how this was achieved—while increasing contact center efficiency by up to 20% and achieving a 170% ROI – by reading the commissioned Forrester Consulting Total Economic Impact™ Study on ServiceNow Customer Service Management.

Customer Experience: Best practices for connecting customer service resources

ServiceNow

Delivering great customer experience—and fixing issues before customers even know there’s a problem—goes far beyond just your contact center. Your whole organization needs to be involved. Read this ebook to discover five best practices for building more resilient and connected service operations. From reducing workloads with automation, to identifying issues faster, to eliminating information silos, you’ll learn everything you need to deliver seamless, cross-organizational service. 

Inner Circle Guide VOC Contact Babel

NICE CXone

Customers interact with businesses in many ways across every digital channel, and they say a lot. But how do you improve every customer experience (CX)?

The answer is simple: Make your customers the heart of every decision. Ask for feedback, listen, and incorporate it into your CX strategy. That way, you can listen and understand where your customers’ experiences succeed or miss the mark.

That’s where a Voice of the Customer (VoC) program steps in.

New research from ContactBabel: “The Inner Circle Guide to the Voice of the Customer,” with sponsorship from NICE CXone, delves into how businesses currently succeed in meeting customer needs, and what strategies need work.

Chatbots Starter Guide

NICE CXone

Chatbots and virtual agents have become one of the most accessible ways for contact centers to serve customers and reduce call volumes. In fact, customers have come to expect them, and 59% prefer to resolve their own issues without having to talk with an agent.

However, we know it can be difficult to keep up with chat and virtual agent technology. This “Chatbot Starters Guide” will help bring you up to speed. It will walk you through how modern AI can improve the chatbot experience to ensure a seamless customer journey. With the right bot, your customers can engage in self-service through any channel to resolve issues on their own.

The 3 Stages of Digital-First Customer Journey Excellence: Lessons from Innovators

NICE CXone

What are the stages of CX Journey Excellence with the latest technology and consumer expectation? Where does your organization sit in that continuum? How do you get to the next level?

Learn lessons from leading companies that are delivering customer experiences (CX) exceeding those of their peers by harnessing digital, self-service, and AI.

To deliver superior digital-first, frictionless customer experiences, this report examines the best practices and strategies of enterprises across three stages of maturity:

– CX Innovators who harness AI for customer journey excellence
– Learning Organizations who are still piloting newer CS journey models; and
– Lagging Organizations that still adhere to siloed or latent systems and processes.

Download this brand new report and learn how to progress through the CX Maturity model with the key technologies you'll want to prioritize in 2023 to achieve optimum consumer experience and business outcomes.

New Research Report:

Inside the Contact Center--A Study of Customer and Employee Experience Reveals Technical, Operational Challenges and Opportunities Around Cloud Migration, Agent Turnover, Budgeting, and Beyond

Produced by Unisphere Research and CRM Media

It is widely accepted that the experience employees have at work directly affects how well they serve customers. Forty-four percent (44%) of contact center leaders surveyed say providing a better experience for agents is “in need of improvement” or is of “urgent concern” to the business. This indicates that businesses must evaluate their policies and offerings around issues impacting the employee experience  like remote work, training, and, critically, the software and hardware they provide to agents to do their jobs.

Ultimately, Inside the Contact Center: A Study of Customer and Employee Experience underscores that contact center leaders struggle to balance achieving internal KPIs with delivering exceptional customer experiences. When asked to choose one “greatest challenge,” one-third of leaders cite meeting metrics like average handle time (AHT) and first call resolution (FCR) and another one-third cite offering positive experiences and lowering customer effort.

Findings include:

  • A significant portion of contact center technology has not yet been moved to the cloud. More than half (57%) of businesses surveyed are less than halfway there.
  • CX leaders are desperate to add new conversation channel options, like SMS (53%), to their contact centers to reduce handle time and improve experience.
  • Nearly half (48%, 47%, and 46% respectively) say they need artificial intelligence (AI)/machine learning (ML), real-time transcription, and self-service bots “urgently” or “yesterday”.
  • 41% of leaders admit that toggling between channels is  the technology issue currently most affecting their contact center and worry that adding more to legacy technology will only exacerbate the issue, so most have done nothing to date.

Download this brand new Research Report and learn the best ways to improve your Employee and Customer Experiences in 2022 and beyond.