Top White Papers and Webcasts

  • 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, …

  • To gain an advantage over rivals, companies need to optimize their interactions with both their present and potential customers. When shopping for a customer relationship management (CRM) solutions solution, the sheer number of solutions in the market is overwhelming. How do you determine which solution will best suit your company? This comprehensive guide identifies the most common business processes that CRM solutions can help you streamline, examines the key features that a good solution should incorporate, …