Smart Customer Service White Papers

7 Guidelines for Customer Data Integration: A Pragmatist's Guide to Delivering Tangible Results Quickly


The chances are your organization was already somewhere down the transformation path when digital business operations suddenly shifted from being an objective to an immediate necessity. It’s amazing what a global pandemic and economic crisis will do for clarity of focus. This eBook offers seven guidelines for making the most of the pragmatic approach to:

  • Understanding the anatomy of your systems and customer data
  • Defining your priorities or pain points in terms of process flows
  • Tackling priorities in sequence, starting with the biggest ones
  • Taking an interative approach that starts with minimum core requirements
  • Evaluating where increased data visibility in one process might improve others
  • Drawing in tools and expertise that accelerate the process and help you build on the previous efforts
  • Getting started and not waiting for the perfect plan

Tackling the Customer Data Challenge through Customer API360


In this rapidly evolving world where fast, tailored experiences are critical, building your Customer 360 across marketing, sales, operations, and more has become increasingly important. Companies that will thrive in the current competitive landscape are ones that have automated customer-facing business processes across a complex landscape of ever-growing applications, and connecting their internal teams with insightful data in real time. During this webinar:

  • Learn seven strategies to accelerate your Customer 360 strategy.
  • Gain valuable tips on how you can surface customer data such as leads, opportunities, orders and invoices in real time to automate and streamline your customer-centric business processes.
  • Hear how Keysight Technologies planned and created their Customer 360.

Better Contact Center Reporting: A Roadmap to Improving Analytics to Drive Key Business Objectives


As the contact center landscape changes, so too must the reporting and analytics solutions that drive decision-making and performance management.

Contact center leaders are often at a loss on how to start down the road to better contact center reporting and analytics. 

If you want to get more out of your contact center data, download Better Contact Center Reporting: A Roadmap to Improving Analytics to Drive Key Business Objectives to learn: 

  • What factors to consider when developing reports for the contact center
  • How your entire organization can benefit from investing in tools to automate contact center reporting
  • Guiding principles to keep you on the right track when designing contact center reporting and analytics

Empower the Modern and Agile Agent Workforce


Improve the Agent Experience to Optimize Outcomes

Readiness and agility of the workforce is the foundation of business resiliency, and if organizations do not make business continuity an investment priority they will face increased operational risks. Agents are the foundation of the customer experience, so organizations must investigate digital technologies that enable these agents to operate from any location, at any time, via any communication channel for any request. The path forward to a modern and agile agent workforce requires a comprehensive strategy that includes investments in the agents, their experience, their engagement and the processes and technology that support their success.

The role of chat bots in field service organizations


This webinar recap discusses the burdens placed on field service workers, and how chatbots can improve their daily interactions to drive morale, increase efficiency, and impact service delivery. The webinar focuses on the various levels of complexity of bots and gives a 3-step guide how to:

  • Identify the most logical processes to automate
  • Rank processes
  • Formulate a bot flow

Create high value customer experiences in the field like HP Indigo


Read how HP Indigo has improved customer experience with a unified technology platform for field service and customer service that empowers customer technicians to be mobile case agents. The platform has also improved product uptime and customer satisfaction while decreasing problem resolution times.


  • The benefits achieved by allocating primary field engineers to customers
  • How HP Indigo approached knowledge management for complex systems
  • Why a single platform assists delivery of an effortless customer service experience

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

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

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.

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.

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.

The secret sauce helping CX leaders create loyal clients: Convenience


Today, customers expect service interactions with a company to be convenient and of immediate value. By focusing on convenience, customer experience leaders can maintain high retention rates while consistently increasing customer spend and driving continued business growth. Read this high value webinar summary to learn:

  • How a focus on managing convenience influences customer loyalty
  • How top performers transformed their organizational culture
  • Best-in-class steps to make every customer interaction more convenient
  • Take-aways from real-life examples

2020 Gartner Magic Quadrant CRM for Customer Engagement Center


The Gartner 2020 Magic Quadrant for the CRM Customer Engagement Center is an important aide for organizations seeking an unbiased, third party evaluation of vendors as organizations move from simple customer engagement to delivering great customer service.

We believe only ServiceNow Customer Service Management solves customer problems by bringing front, middle, and back offices together, proactively addressing issues, and instantly handling common requests.

Read the full, complimentary report for:

  • A full assessment of vendors
  • An overview of the CRM Customer Engagement Center market
  • Details on why ServiceNow is a Leader in 2020 Magic Quadrant

Gartner Magic Quadrant for the CRM Customer Engagement Center, 04 June 2020, Brian Manusama, Nadine LeBlanc. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

The communications revolution: How businesses create value through empathy and impactful engagement


Engaging with customers provides immense value. CX leaders need to understand what’s required operationally to ensure customer service and support interactions are successful, with value delivered to the customer.

Read this overview of a recent high-value webinar to learn:

  • What customer service strategies can define both customer engagement goals and outcomes
  • How to use empathy as a strategy for delivering the best customer experience
  • The value exchange provided through customer interactions and its benefits
  • Customer experience’s larger impact on businesses and society

2020 IDC Perspective: Customer Service and the Future of Work


Customer service evolves at the intersection of employee and customer experience. This 2020 IDC Perspective explores the interplay of customer and employee experience as a core component of digital transformation. It offers insight into a holistic strategy for improving customer service and thus customer experience (CX).

Areas covered include:

  • Evolving consumer expectations and the role of automation and human-machine collaboration
  • How the boundaries between employee and customer experience are blurring
  • Advice for buyers who are building the future of CX

Supercharging customer service: Reimagining the operator experience at Grocery Outlet


Read this recap of a recent high-value webinar featuring Grocery Outlet.

This leading retailer needed an advanced service model to keep up with franchise growth—one that tracked service response times against promised SLAs and put information at franchise owners’ fingertips. Quickly scan how ServiceNow® with their partner Acorio solved the customer service challenges by:

  • Redefining customer service to improve the overall independent operator experience
  • Adding workflow tools, root cause analytics, and self-service capabilities
  • Providing relevant information to store operators

The State of the Contact Center: Embracing the Evolving World of Work


How Are Leading Contact Centers Turning Forced Changes Into Future-Ready Strategies?

COVID-19 has dramatically transformed the way we work. Those changes aren’t temporary. Work life will never be the same again. For contact center managers, this is both an opportunity and a challenge. The pandemic rapidly accelerated once-gradual shifts in workplace flexibility, customer experience and agent engagement.

Simply put—we are in uncharted territory. It’s better to embrace that reality and adapt to meet ever-changing customer and employee needs.

Those needs are the focus of our newest research report, “The State of the Contact Center: Embracing the Evolving World of Work.” We surveyed 300 contact center professionals in the United States and the United Kingdom on what this evolved world looks like for their organizations.

Download this report for insights and perspectives for the following issues:

  • How the contact center has changed—permanently
  • How the pandemic is driving a new customer experience mindset
  • How the demand for contact center analytics drives new investments
  • How workplace flexibility will evolve and standardize
  • And much more!

The Difference Between Customer Experience and Customer Feedback - Why surveys alone paint an incomplete picture


Most companies have deployed one or more technologies to capture customer feedback: NPS Surveys, CSAT Surveys, Point of Sale Surveys, Product Reviews and more have been around for decades.

However, companies that rely on solicited feedback like this as their only source of customer experience data are going to be left behind. Your customers already give you rich, actionable feedback thousands of times a day, and you don’t even have to ask for it.

Download this paper and learn how Customer Experience Analytics is helping businesses understand the voice of the customer and improve customer experience.