Whitepapers

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‑saving...

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 t...

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’ finge...

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 custome...

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 se...

Companies continue to rapidly migrate workloads from datacenters to the cloud, utilizing new technologies such as serverless containers and machine learning to benefit from increased efficiency, bette...

Retail is a complicated industry, and mistakes are inevitable. To protect their operations and minimize losses, retailers need to invest in technology like prescriptive analytics. This robust software...

The world’s most successful retailers share a key strength – an efficient, reliable, and flexible supply chain. Achieving this feat is remarkably challenging given rising consumer expectations, in...

Achieving success as a retailer depends on engaging and appeasing Generation Z. Poised to make up 32 percent of the world’s population, retailers need to appeal to them as consumers and employees if...

Retail is a complex business. Machine learning can cut through that complexity by analyzing and extracting key insights from retail data to help retailers capitalize on opportunities for improvement a...