- white paper
Survey: Customer experience (CX) priorities in a post-pandemic world
Trends
The pandemic has shifted and shaped how Americans interact with one another, work, shop, bank, maintain their health and entertain themselves. This report highlights the rise of digital consumer behavior during the pandemic and the implications for brands delivering customer experience in the “next normal”.
- white paper
Forrester Report: The Dawn of Autonomous Finance
Next-Gen TechnologyFintech & Financial Services
Today, millions of algorithms make decisions and take actions on consumers’ behalf, whether they know it or not. And while still in its infancy, this shift toward autonomous services is taking hold within financial services. This Forrester report explores how algorithm-driven services will reshape the industry.
- white paper
Forrester Report: The State of Digital Banking, 2021
Next-Gen TechnologyFintech & Financial Services
The pandemic has driven disruption and digital transformation across all sectors, especially in banking. This Forrester report explores how digital technologies are changing the banking landscape and how best to capitalize on this pace of change in the years ahead.
- white paper
Optimizing email for the modern customer service environment
Customer Service Channels
Email is the underrated, underappreciated workhorse of the contact center. Find out how to make the most of your email support program.
- white paper
Achieving maximum BPO value: How smart buyers structure their contact center outsourcing relationships
Outsourcing
Discover what separates the critical outsourcing relationships from the indispensable.
- white paper
Comparing costs: Chat vs. voice customer service
Customer Service Channels
Understand the economics of chat. This paper explores the financial benefits – and if a real cost advantage actually exists.
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