Top White Papers and Webcasts

  • Modern learning and development initiatives start by asking why employees need the training, and seek to understand the ROI and ultimate outcomes that will define a successful program. This paper discusses a unique, modern approach to training and development that helps ensure programs are built to meet business goals, provide measureable data, and help employees learn and retain information.

  • The future of customer experience will be focused on value. Artificial intelligence (AI) and automation are redefining customer service, forcing agents to handle highly complex interactions while robots conduct transactional interactions. In order to meet the new CX demands, organizations need to rethink how they are arming customer service agents to deliver the value that customers expect. Join guest speaker, Forrester VP and Principal Analyst, Kate Leggett and Appian Contact Center Industry Practice Lead, …