Recent Customer Service Research for July 2015

Customer Experience Opportunities: Buyer Needs for Customer Care Analytics
Topics: Customer Service
Creating Value in the Evolving CCM Landscape
Topics: CRM, Customer Service
The Potential for Internet of Things (IoT) in Customer Service
Topics: Customer Service, Internet of Things IoT, Big Data, M2M
Digitized Retail 2020: Capturing Emerging Opportunities (Technical Insights)
Topics: Customer Service, E-Commerce & Online Retailing, Technology
Co-creating service experience
Topics: Customer Service
Pharmacy Customer Satisfaction
Topics: Customer Service, Pharmacy & Distribution, Drug Stores
Electronics Retail Customer Satisfaction
Topics: Customer Service, Major Appliances, Small Appliances, Technology
The Changing Landscape for Customer Support and CRM
Topics: CRM, Customer Service
Incorporating Mobility into a Customer Experience Strategy
Topics: Customer Service, Mobile OS
Evolution of the Virtual Sales Rep: Taking Buyer Experience to the Next Level
Topics: Customer Service, B2B
The Social media platforms in customer care: integrating tools from multiple vendors
Topics: Customer Service, Telecom Networks, Social Networking
Customer Experience: IT's Role in Customer-Facing Digital Transformation
Topics: Customer Service, Application Software
Marketing Effectiveness Improvements in the Spotlight for Energy Suppliers
Topics: Marketing, Customer Service, Electricity
Customers Want Fast Answers Online, Not Waiting on a Phone Line: Virtual Assistants are Essential
Topics: Customer Service
WebRTC in Customer Service: Opportunities and Challenges
Topics: Customer Service
Growth Verticals: Customer Care Outsourcing North America
Topics: Customer Service, Outsourcing
Regions: North America
The Social media is entering the mainstream of CSP customer care operations
Topics: Customer Service, Mobile OS, Social Networking
Customer Experience Monitoring
Topics: Customer Service
Regions: Global
Global SQM and CEM Market 2015-2019
Topics: Customer Service
Regions: Global
IDC MaturityScape: Customer Experience
Topics: CRM, Customer Service
Targeting Transformational Customer Management Services
Topics: CRM, Customer Service, Outsourcing
Customer Experience Management Market (VOC Analytics, Feedback Management, Web Analytics, Text Analytics, Speech Analytics) - Advanced Technologies, Touch Points, Adoption Trends, Market Size & Forecasts (2014 – 2019)
Topics: CRM, Customer Service, E-Mail, Interactive Voice Response (IVR)
The Accanto Systems: customer experience management
Topics: CRM, Customer Service
The Customer care systems: worldwide forecast 2014–2018
Topics: CRM, Customer Service
Regions: Global
Customer Experience IT - European Organizations Need Better Advice to Drive Business Value
Topics: Customer Service, General IT Services
Regions: Europe
Worldwide Customer Service Applications 2013 Vendor Shares
Topics: Customer Service
Regions: Global
SAS Key Portfolio Developments: Building on Hadoop and Improving Customer Engagement
Topics: Customer Service, Software & Services Company Reports
The Celcom’s business and IT transformation significantly improves customer experience and loyalty
Topics: Smart Phone, Customer Service, Wireless Company Reports
Customer Analytics Market by Solution (Data Management/ ETL, Analytical Tools/ Modules, Voice of Customer, Social Media Analytical Tools, Web Analytical Tools, Dashboard and Reporting) - Global Forecasts and Analysis (2014 - 2019)
Topics: Small & Medium Business (SMB), Customer Service, Big Data, Social Networking
Regions: Global
Maintaining engaged customer relationships in financial services
Topics: General Banking & Financial Services, Customer Service
Global Customer Management Services Market Forecast 2014-2018
Topics: CRM, Customer Service
Regions: Global
Customer Experience Initiatives: Measuring, Monitoring, and Improving the End-User Experience in Technology
Topics: Customer Service, Department Stores
Optimizing the Consumer Communication Service Sales Channel
Topics: Customer Service
The Great Game: The Struggle for North America Leadership in Customer Care Outsourcing
Topics: Customer Service, Outsourcing
Regions: North America
China Customer Care BPO Services 2014–2018 Forecast and Analysis
Topics: Business Outsourcing, Customer Service, Outsourcing
Regions: China
Virtual Agents in the Latin American Market
Topics: Customer Service, Interactive Voice Response (IVR), Social Networking
Regions: South America
U.S. Home-Based Agent Customer Care BPO Services 2014–2018 Forecast
Topics: Business Outsourcing, Customer Service
Regions: United States
Customer Analytics case study:
Topics: Customer Service, Retailing Company Reports, E-Commerce & Online Retailing
Insight Report: Best Practice – Ensuring Optimal Customer Service and Relationship Management
Topics: Customer Service, CRM & Customer Service
Customer Experience Analytics: Taking a Closer Look
Topics: CRM, Customer Service
Customer Service for Mobile Brands
Topics: Marketing, Teens (13-19), Smart Phone, Customer Service
Big Data Impacts on Telecom Business
Topics: Servers & Mainframes, Customer Service, Cloud Computing, Big Data
Worldwide and U.S. Outsourced Customer Care Services 2014–2018 Forecast
Topics: CRM, Customer Service, Web Hosting, Outsourcing
Regions: United States, Global
Network Operators: The Customer experience management: evaluating effective operator strategies
Topics: Marketing, Customer Service, Big Data
Using Feedback — Internally and Externally — to Enhance the Customer and Employee Experiences
Topics: Customer Service
Working Paper #4 - Deployment and Test of a Retail Digital Communications Network by the United States Postal Service
Topics: Technology, Customer Service, Postal Services, Equipment/Hardware
Regions: United States
Working Paper #5 - Impacting the Customer Experience at a Bank Branch Through a Digital Communications Network
Topics: Technology, General Banking & Financial Services, Customer Service, Equipment/Hardware
Working Paper #6 - Test Results From a Bank Branch Digital Communications Network
Topics: Technology, General Banking & Financial Services, Customer Service, Equipment/Hardware
Customer Management Services in the Retail Sector
Topics: Call Centers, Customer Service, Technology
Customer Enablement for Sales Reps: Helping Your Champion to Succeed
Topics: Marketing, Customer Service

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