Smart Customer Service White Papers
NICE
Unlock your business's AI potential with these essential steps.
Explore the vital pillars for AI readiness in your organization. Get ready to harness the power of AI for unparalleled growth and customer satisfaction.
AI Readiness: Your key to unprecedented business success.
• Master the art of cloud infrastructure for seamless AI integration
• Leverage the power of data to drive informed decision-making
• Create a unified tech stack for a streamlined digital transformation
• Gain organizational buy-in to ensure AI success and long-term sustainability.
Get ready to elevate your business with AI today!
NICE
Customer service employees are overworked. And consumer expectations are at an all-time high but 74% of agents say they have to use 3-8 apps to access customer information. Agents need help. Our whitepaper breaks down why Enlighten Copilot is the only AI for CX employee solution you will need.
-Empowered agents: Enlighten Copilot enhances agent performance with real-time summaries and expert answers, ensuring personalized and efficient customer interactions.
-Strategic supervision: AI-driven monitoring and coaching empower supervisors, fostering a responsive contact center environment.
-Overall impact: The platform delivers tangible advantages, improving employee experience, driving operational efficiency, and elevating customer satisfaction.
-Cutting-edge innovation: Built on world-class AI models, Enlighten Copilot ensures robust performance and keeps your organization at the forefront of AI innovation.
-Trusted excellence: With seamless data integration and consistently relevant AI-generated answers, Enlighten Copilot is the trusted choice for delivering exceptional customer experiences.
Read the white paper
NICE
Join the 75% of contact centers investing in AI this year
How AI is used in the contact center is changing at an incredible speed. ICMI recently surveyed the contact center community in the executive report, “The State of AI in the Contact Center,” to provide a snapshot in time as AI-powered contact center tools emerge from their early, experimental status and take an increasingly central role across all areas of contact center operations.
Get exclusive data that addresses critical topics such as:
- The primary areas of concern regarding AI in the contact center
- The top CX initiatives contact center leaders hope to address using AI
- The kind of AI investments being made by contact center leaders
- The challenges contact centers face in uncovering data insights
Maintain your competitive ground with purpose-built AI for CX
NICE
Want 3x improvement in customer retention? AI is the key
AI plays a crucial role in driving innovation in customer experience (CX), acting as a catalyst for companies’ operational consistency and excellence. By harnessing these capabilities, business leaders can delve into extensive sets of real-time and historical data to uncover trends, perform root cause analysis, and predict future events.
In this Aberdeen report, “CX Innovation at Scale: Maximize Business Success by Using AI to Futureproof Your CX Activities,” research shows that companies using AI to support innovation are achieving a 3x greater increase customer satisfaction rates. These organizations also enjoy a 5x greater improvement (i.e. a decrease) in service costs.
This report highlights key methods of innovating CX at scale, including how to:
- Identify the challenges that exist in using AI to address optimizing operations
- Get crucial insight into market and customer trends that could influence CX activities by breaking down data siloes
- Create hyper-personalized experiences with AI-enabled analysis of every interaction
- Empower agents and boost engagement by automating repetitive tasks
Empower CX innovation with AI for lasting results.
Talkdesk
In their efforts to deepen customer relationships in the face of economic uncertainty, many forward-thinking brands have transitioned from helping customers in an efficient, yet seemingly transactional way, to understanding and engaging with each customer as an individual. Increasingly, they are looking to push service experiences further into ongoing interactive engagements that no longer feel like one-off interactions.
This Talkdesk Research report, based on a global survey of 303 CX professionals employed by Retail and eCommerce organizations with more than 200 full-time employees, explores brands’ evolving ambitions for customer service and the steps leaders can take now to be well-positioned for success going forward.
View our interactive report to learn more about:
- How leading brands are working to deliver interactive and unified customer experiences.
- The issues brands are facing that undermine their existing customer service goals.
- Why customer support is expanding beyond agents and store staff, and how to prepare.
Talkdesk
No one calls a contact center because they’re happy. They reach out because they have a problem to solve, which is often stressful for everyone involved.
But what if there’s a better way? Imagine customer service where everyone leads with humanity and the burden of kindness doesn’t rest solely on the shoulders of customer service agents. What if leaders, customers, and agents focused on extending compassion in each interaction?
Starting a virtuous cycle of compassion—leaders to agents, agents to customers, and customers back to agents—can catalyze better interactions, higher customer satisfaction, and a stronger business.
In this guide you will learn:
- Why leading with compassion goes beyond empathy and sympathy.
- What steps leaders can take to cultivate a culture of compassion in their contact centers.
- What agents can do to better extend compassion towards customers.
- How all of us, as shoppers, can also extend compassion during customer service interactions.
Talkdesk
We’re at the beginning of a massive shift in how healthcare organizations will deliver patient and member support, as expectations for automated and convenient service continue to rise. The generative pre-trained transformer (GPT) large language models (LLMs) behind ChatGPT and some of the other generative AI systems are going to be transformative for healthcare contact centers. Find out how this exciting new technology will change everything from patient self-service to the role of the healthcare contact center agent.
Topics include:
- Improving access and equity through conversational AI.
- Using AI analytics across the full patient journey.
- Getting patients answers, not articles, in self-service.
- Finding insights from every patient call, text, and chat through automation.
- The healthcare contact center agent of the future.
Talkdesk
Healthcare providers are challenged with fragmented patient experiences that make it difficult to meet rising expectations for easy, seamless, and connected interactions. Many organizations have implemented a range of digital technologies as patients have more choices on their preferred communication channels. But leaders rate inconsistent patient experiences across disjointed touchpoints to be the most pressing challenges they face.
This Talkdesk Research report, based on a global survey of 115 healthcare executives in partnership with College of Healthcare Information Management Executives (CHIME), examines the importance of an end-to-end patient engagement strategy that is integrated with health record systems.
Download the report to learn more about:
- The challenges of fragmented patient experience.
- How leading providers are working to deliver a consistent patient journey.
- Steps to take for successfully consolidating technologies.
Talkdesk
Discover how AI is transforming customer experience in insurance and how to leverage generative AI to improve customer service.
This report explores the challenges faced by insurance companies to deliver a differentiated customer experience that allows them to retain customers in spite of renewal costs and fierce competition.
In this report, you’ll discover:
- The transformative potential of AI to automate processes, improve operations, and enhance risk assessments.
- How generative AI empowers insurance companies to set higher customer service standards.
- How to successfully engage with customers to build brand advocates and lasting relationships.
Talkdesk
Unlocking the Power of AI and Omnichannel Strategies in Banking CX.
The Talkdesk 2024 CX in Banking Survey dives deep into the progress made by banks and credit unions in enhancing customer experiences through AI and unifying communication channels. The report uncovers the impact of AI-powered CX technology on banking customer service operations, including the drivers, benefits, and barriers to implementing an omnichannel strategy that combines agent-led support with AI-driven self-service options.
Key findings:
- More than half of respondents (56%) expect their company to increase their investment in CX technology by 10% or more over the next three years.
- Improving digital service with AI is the most often cited (59%) CX technology initiative by respondents who are increasing investment.
- On average, 81% of financial institutions expect that all support interactions will be resolved at first contact within three years.
ServiceNow
In a rapidly evolving business environment, understanding CX trends and overcoming associated challenges has become crucial for organizations. To gain insights, a comprehensive Customer Experience survey was conducted globally, targeting both the practitioner and the consumer, with the goal to explore the current state of CX, identify emerging trends, and highlight key challenges faced by businesses in delivering exceptional customer experiences.
ServiceNow
ServiceNow Field Service Management (FSM) addresses the challenges companies face when managing field service processes manually or through disparate software solutions. These issues, such as siloed operations, unmet KPIs, and rising costs, are resolved by ServiceNow FSM's real-time visibility, streamlined routing, and automation. This leads to significant time savings and improved case management with augmented reality and AI features.
According to the Forrester Consulting Total Economic Impact™ (TEI) study commissioned by ServiceNow, adopting ServiceNow FSM not only rationalized field service infrastructure and enhanced data visibility, but also boosted customer and employee satisfaction. With flexibility and seamless integration, ServiceNow FSM is found to be an impactful solution for its customers.
ServiceNow
Customers want answers to their issues and requests yesterday. So how can you empower your teams to deliver proactive service? Get Customer Operations For Dummies, 2nd ServiceNow Special Edition, your guide for fueling seamless customer experiences. Inside, you’ll learn the secret to connecting teams across your enterprise, enabling you to gain visibility over all issues, gift customers the ability to self-serve, and meet ever-evolving customer needs—all at a lower cost.
ServiceNow
One frustrating experience can be all it takes to lose a customer—yet one delightful experience can spark the beginning of a lifetime of loyalty. But those interactions won’t happen at all if your organization fails to live up to customers’ expectations—and these expectations are constantly evolving and expanding. In today's environment, you need a 360-degree view of customer interactions to enable your team to deliver the seamless, self-directed, and memorable experiences customers crave.
ServiceNow
See how to build capabilities around AI in field service using the ServiceNow platform and discover how to make field service more efficient with specific use cases that highlight ServiceNow and the customers as the Hero of AI.
ServiceNow
Discover the key strategies to provide extraordinary experiences for desk and deskless workers.
Discover strategic solutions for your manufacturing HR challenges. Learn how to provide exceptional experiences for both desk and deskless workers while reducing operational costs. In a sector where efficiency is king, this eBook dives into the unique needs of your entire workforce.
Streamline HR support like never before. Up to 80% of your manufacturing workforce is deskless, often underserved by disconnected HR processes. Explore practical insights to enhance your operational value by providing unified experiences, improving talent retention, and reducing the cost of serving employees, wherever they work.
In this guide, you’ll learn how to tackle today’s most important challenges and imperatives such as:
- Keeping employees connected and productive on the factory floor.
- Ensuring managers and employees have the next-level skills they need.
- Addressing deskless worker needs with tailored digital processes.
- Leveraging AI and automation to cut costs and improve interactions.
- Enhancing connectivity and productivity for deskless employees.
- Maximize your HR department’s impact
It’s time to drive long-term profitability and transform your manufacturing workforce. Read the eBook for actionable insights and strategic solutions tailored to elevate your employee experiences and reduce costs.
ServiceNow
Download this Special Report to learn more about connecting deskless workers during the industry's digital transformation. Amid the excitement of digital transformation, is there a risk of neglecting people? This Special Report emphasizes the importance of keeping our workforce a top priority. Our hands-on employees are considered "the future," and while technology is crucial, it's equally vital to invest in human capital both within and outside the factory.
This SI e-book explores:
- The ongoing revolution of artificial intelligence within the factory, stressing the significance of involving deskless employees, field service personnel, and engineers in the transformation process.
- The necessity for robust communication and support systems for employees, especially those who are "deskless."
- The value of "middle-skilled" workers and how tapping into their capabilities can drive manufacturers toward achieving their digital transformation goals.
Download this Special Report for more insights.
ServiceNow
As the largest segment of the CRM market, customer service and support (CSS) continues to grow. ServiceNow has been named a Leader for the first time, in The Forrester Wave™: Customer Service Solutions, Q1 2024. Read this unbiased, third-party evaluation of vendors to see how you can equip agents with real-time information and intelligent guidance, while orchestrating the entire customer lifecycle, on a single platform.
ServiceNow
For manufacturers with thousands of production and field service employees, even incremental improvement in employee experience can have a significant bottom-line impact. Organizations that invest in employee experience are four times more profitable than those that don’t, according to Forbes. Based on Gallup research, engaged employees are 21% more productive than employees who aren’t engaged.
Download this paper from IndustryWeek to learn how IT and HR leaders are working together to improve the work lives of their diverse workforce.
NICE
AI is reshaping CX. Is your organization ready?
AI has become an indispensable element of a successful CX strategy. In this new guide, you’ll gain insight into...
• The background and evolution of AI technology
• Ways AI benefits your workforce, customers, and business goals
• Possibilities in store for the future of AI-integrated CX
Get the eBook!
NICE
Build lifetime loyalty by knowing what customers expect.
Want a magic mirror telling you what customers expect so you can provide exceptional CX? Now you have it. This ContactBabel report identifies major issues impacting customers today and offers actionable advice on how businesses can build lifetime loyalty. Based on a survey of 1,000 consumers, it’s essential reading for CX leaders.
Here are some key customer insights:
• 61% of survey respondents wanted issues solved the first time
• 54% said they prefer shorter wait times in call queues
• 31% desire a choice of which service channels they use
Start building lifetime loyalty. Read the report.
NICE
7 top strategies to kick your CX into high gear.
Now is not the time to pull back on CX strategy—a staggering 57% of consumers feel their experiences have gotten worse in the past year. The convergence of digital, cloud, AI, and advanced CX applications happening in 2024 creates unparalleled opportunities to transform customer experience and achieve greater efficiencies.
Read how the big players Marriott and Disney Streaming are gaining advantages with NICE CXone to optimize CX globally. This new 2024 guide “Act Now to Lead Customer Experience” covers seven major trends with insights and checklists to secure a competitive edge.
This valuable resource is designed to help you:
• Understand rapidly changing consumer and technology trends in 2024
• Focus on the trends most important for your organization
• Develop your 2024 action plans with checklists for each trend
• Prioritize self-service improvement to maximize customer convenience
• Discover how the technology super wave of AI is revolutionizing CX
Get ahead of your competition with incredible CX.
Stellar Elements, an Amdocs Company
Are your CX gaps hidden in plain sight?
Customer expectations keep growing. Businesses like yours face a big problem for their growth and profits: the widening gap between the experiences customers want versus what you deliver. We call it the Experience Gap—and you might not even know it’s there.
We’re Stellar Elements, a global studio that combines the expertise of ADK, Projekt202, Big Nerd Ranch, Roam Digital, and others you may know to create exceptional customer experiences. We surveyed hundreds of business leaders to bring you fresh insights and actionable strategies for modern CX problems.
Download the report to learn:
- Surprising customer experience stats every leader should know
- The top five CX gaps and what you can do about them
- How to build customer connections that power growth and revenue