Top White Papers and Webcasts

  • Implementing an analytics platform has shown great promise in growing the strategic value of analytics and in fostering innovation. Even though most executives have bought into the use of analytics at a strategic level, the deployment of a full analytics strategy is still not underway at most organizations. Read this research report that examines analytics and analytics platforms, with insights into the evolution of the analytics use in today’s organizations, and how far these organizations are on the …

  • 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, …