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The ROI of CX transformation

This report from Forrester gives CX and IT leaders the tools they need to calculate the benefits, costs, and ROI of an enterprise-wide CX transformation.

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Gartner’s predictions for 2021: CRM customer service and support 白皮書

Gartner’s predictions for 2021: CRM customer service and support

As your approach to customer service matures, the complexity of your customers’ issues increases.

Choose the right customer service solution for your business

Choose the right customer service solution for your business

Setting up your customer support organization for success is the first step towards offering excellent customer…

Forrester 報告:非同步傳訊案例:Apple Business Chat、Facebook Messenger、WhatsApp 白皮書

Forrester 報告:非同步傳訊案例:Apple Business Chat、Facebook Messenger、WhatsApp

IT 領導者不僅處於提供卓越的客戶和員工體驗的最前線,還要同時維持營運…

Gartner’s 9 predictions for the post-COVID future of work 白皮書

Gartner’s 9 predictions for the post-COVID future of work

Given the reality of how COVID-19 has affected workplaces everywhere, it’s reasonable to prepare for a…

How the accelerating convergence of CRM and contact centers is driving better CX 白皮書

How the accelerating convergence of CRM and contact centers is driving better CX

While the general use of customer relationship management software (CRM) has become the industry standard, it…

Gartner 針對 CRM 客戶互動中心的 2020 Magic Quadrant 白皮書

Gartner 針對 CRM 客戶互動中心的 2020 Magic Quadrant

Zendesk 在 2020 年 Gartner 針對 CRM 客戶互動中心的 Magic Quadrant 中被評為領導者…

Gartner: Improve employee experience to drive improvements in customer experience 白皮書

Gartner: Improve employee experience to drive improvements in customer experience

Industry leaders need to recognize exactly what kind of impact employees are having on a customer’s experience, and take direct steps to ensure that the employee experience is up to par

Why 44% of customers experience poor customer service when banking online 白皮書

Why 44% of customers experience poor customer service when banking online

According to a recent IDC report, 44% of customers say they’ve had poor experiences when banking…