Research Resources – Whitepapers

Customers today expect personalized, unified conversations across sales, service, and all other areas of interaction with an organization — regardless of how big or small the company is. Your customers are now hyperconnected, mobile, and more informed and empowered than ever. This means fast response times to customer inquiries and self-service options. Customers have come [...]

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Healthcare payers are awash with data, thanks to years of collecting claims information and demographic data about their members. However, even with modern technology, analyzing and making sense of this data remains a significant challenge for insurance carriers. As with healthcare providers, payers need to establish a membercentric approach, one in which they are aware [...]

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Data in this report is from a double-blind survey conducted from November 27 through December 15, 2018 that generated 3,525 responses from full-time customer service agents and decision makers. Survey respondents are from North America, Latin America, Asia Pacific, and Europe. All respondents are third-party panelists (not limited to Salesforce customers). For the third edition [...]

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In the era of the connected customer, delivering a superior, end-to-end customer experience has never been more important. Customers are expecting personalized, connected service everywhere, and service expectations have long evolved from the call center. With changing customer expectations, today’s businesses are not equipped to deliver what customers expect, particularly when it comes to on-site [...]

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In a fast-changing business environment, innovation and agility are essential to busines success. They can be the difference between leading the market and becoming irrelevant. At their core, they are also process issues. An inability to examine and improve business processes will stifle any drive for fresh approaches and cause such inertia that the status [...]

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