Whitepaper

Mind the Gap: What Different Generations Want from Retailers

This report is filled with amazing insights into consumer motivations spanning the Gen Z, millennial, Gen X and baby boomer cohorts. Find out what is driving consumers to engage and shop, and what creates a desirable customer experience to keep them loyal.

Marketing Analytics
Email Marketing
Whitepaper

Disruptive Service: Embrace the Digital Service Revolution

As Salesforce Canada’s Mark Aucoin points out in his eBook Embrace The Digital Service Revolution, one of the unique aspects of meeting customers’ expectations today may not be immediately obvious. It’s this: Given that customers might need to interact with a company they’ve purchased from via smartphone app, social media service, email or another touchpoint, great service is not just about “dazzling” them but making the process as easy as possible.

Marketing Analytics
Email Marketing
Search Optimization
Whitepaper

How restaurant brands can manage customer and employee experiences during COVID-19 + beyond

SMG's exclusive Interactive XM Playbook, with a 3-phased strategy map + personal status tracker, helps restaurant brands keep pace with evolving customer + employee expectations—optimizing your XM program to navigate uncertainty with precision and emerge a stronger brand.

Marketing Analytics
Talent Acquisition
Whitepaper

The State of Customer Experience Management, 2019

To understand the current state of customer experience (CX) management, we surveyed 212 large companies with at least $500 million in annual revenues.

Email Marketing
Marketing Analytics
Market Research
Whitepaper

The Total Economic Impact™ Of Qualtrics CustomerXM

Thirty-eight million reasons why we believe the world’s leading brands choose Qualtrics for customer experience management.

Email Marketing
Marketing Analytics
Market Research
Whitepaper

Close the loop

Download this guide to learn how best-in-class case management helps you listen to customers across all channels and customize your program to fit the needs of your organization

Marketing Analytics
Search Optimization
Email Marketing
Whitepaper

Are Your Third-Party Tools Putting Your Data at Risk?

So how can you ensure the third-party companies you partner with won’t put your (and your users’) data at risk? Better yet, how can you evaluate the trustworthiness of third-party companies before you partner with them?

Marketing Analytics
Market Research
Whitepaper

Five Questions to Ask Your CDP Vendor

Customer Data Platforms are an essential tool for building one-to-one relationships with your customers, but how do you separate true CDPs from the pretenders?

Marketing Analytics
Market Research
Whitepaper

Authenticity and Brand Trust – Exploring the Role of Incentivized Reviews

Bazaarvoice commissioned a study in order to evaluate the credibility of incentivized vs. non-incentivized reviews across different product types. Dive into this eBook for key takeaways that will help you establish and maintain the hard-earned trust of today’s consumers.

Email Marketing
Marketing Analytics
Market Research
Whitepaper

Ditch your CX data silos

5 ways an integrated XM strategy can enhance the digital experience

Marketing Analytics
Email Marketing
Whitepaper

Winning With Superior Customer Experiences: Learn how brands create, optimize, and deliver personalized experiences at scale

The customer experience is changing. Learn how brands create, optimize, and deliver personalized experiences at scale.

Marketing Analytics
Email Marketing
Whitepaper

THE FIVE BUILDING BLOCKS OF AN EXCEPTIONAL WEB EXPERIENCE

The five building blocks of an exceptional web experience foundation - your guide to winning the personalization race

Marketing Analytics
Marketing Automation
Marketing Technology
Search Optimization
Whitepaper

Five things we learned from talking to more than 1 billion people

Download the report to see 5 things every great brand knows about the customer experience

Email Marketing
Marketing Analytics
Search Optimization
Whitepaper

Reinventing enterprises with Intelligent IoT

Perspectives on how the Internet of Things (IoT) can enable the Digital Reinvention™ of enterprises

Marketing Analytics
Market Research
Marketing Technology
Email Marketing
Whitepaper

4 ways to boost business outcomes with online reputation management

Optimize ratings + reviews to build stronger customer relationships & gain insight on market position and increasing SEO to drive traffic.

Marketing Analytics
Search Optimization
Infographic

Turning Customer Feedback Into a Conversation

Why responding to customer feedback is important, best practices for responding to reviews, and how to respond to customer questions…

Email Marketing
Marketing Analytics
Whitepaper

THE PATH OF EXPERIENCE

The five milestones to experience-driven commerce by Adobe

Marketing Analytics
Market Research
Whitepaper

THE CMO CLUB SOLUTION GUIDE Customer experience essentials for enterprise

Customer experience is the new management battleground

Marketing Analytics
Email Marketing
Market Research
Whitepaper

PUT VIDEO TO WORK ACROSS YOUR ORGANIZATION

PUT VIDEO TO WORK ACROSS YOUR ORGANIZATION

Video Marketing
Marketing Analytics
Whitepaper

Customer Support Transformation - The Guide to Essential Practices and Metrics

ServiceXRG and TeamSupport have joined forces to create a comprehensive study of the Support industry. Support Transformation: The Guide to Essential Practices and Metrics report examines current trends in Support delivery and offers tangible guidance for Support and Service professionals to meet growing expectations of both customers and company executives.

Marketing Analytics
Market Research
Whitepaper

HOW LONG HOLD TIMES AFFECT YOUR CUSTOMERS’ EXPERIENCE (AND YOUR BOTTOM LINE)

What really happens when you put a customer on hold? Hold times aren’t going anywhere. There’s always going to be an ebb and flow of contact center needs that is mitigated by asking customers to wait. Still, the question is, what does that mean for your business and how can you handle holds better?

Email Marketing
Marketing Analytics
Whitepaper

FIFTH EDITION: State of Marketing

Get insights from 4,100 marketing leaders worldwide. An inside look at what’s top of mind for today’s CMOs and marketing leaders in the fifth edition of our “State of Marketing” report. Download now.

Marketing Analytics
Strategic Marketing
Whitepaper

The Essential Handbook for Customer Success

Customer Success has arrived, and everyone is talking about it. We spoke with contemporary Customer Success leaders to get the inside scoop on which techniques work for them, and the state of the profession moving forward. We have compiled their advice, along with a comprehensive guide for effective implementation, best practices, and strategies for creating a world class Customer Success organization.

Marketing Analytics
Search Optimization
Whitepaper

How to Write a Discussion Guide [+ 200 Survey Questions]

Whether you're gauging customer satisfaction or conducting employee engagement surveys, crafting a strong discussion guide is key to company success.

Marketing Analytics
Search Optimization
Whitepaper

THE NEW ERA OF DYNAMIC MARKETING

5 Principles For Creating Meaningful Customer Experiences Based on Data

Marketing Analytics
Marketing Automation