Smart Customer Service White Papers
Talkdesk
AI is shaping customer service, but responsible and ethical AI implementation should be at the forefront of every organization’s digital transformation, ensuring contact centers are fair and secure platforms to deliver the best customer experiences. Responsible use of AI is a win-win situation for both businesses and customers.
Learn how to deliver customer service that is efficient, personalized, and secure while maintaining transparency, fairness, and trust.
Talkdesk
This exclusive IDC InfoBrief examines how contact centers’ performance metrics stack up in key business outcomes, including first-contact resolution, agent productivity, and against goals like self-service rates.
What you will learn:
- How contact center leaders are adopting AI and automation and how it impacts investment in the contact center.
- Get insights into KPIs like average handle time (AHT) by channel – including how automated digital interactions compare to inbound calls.
- See how you measure against your industry peers in retail, healthcare, and financial services.
NICE
Leverage unified CX AI for Better Experiences and Real Value
Imagine a world where your customer interactions are perfectly personalized, your recommendations are spot-on, and innovation is at the heart of everything you do. That’s the power of Generative AI. But here’s the catch: many companies still struggle with fragmented data and disjointed AI systems. The solution? A unified CX platform that ties it all together. With this, you’ll deliver seamless, exceptional experiences that not only drive customer loyalty but also keep you agile and ahead of the competition in today’s fast-moving market. Ready to make your CX transformation a reality?
Read the Everest Report, "Embracing GenAI through a Unified CX Platform Approach, to uncover key strategies, including:
- Tackling challenges in scaling AI across the organization
- Embracing AI-native platforms for next-gen customer experiences
- Spotting and managing common AI implementation risks
- Leading the way in CX with innovative technological advancements
Lead the Future of Customer Experience with Unified CX and AI.
Read the report
NICE
The Complete Guide to Seamless, AI-Driven Customer Experience
Customer expectations are at an all-time high, with more demands for consistency, personalization, and instant support across every touchpoint. In this SSON report, sponsored by NICE, learn how purpose-built AI is revolutionizing CX by unifying interactions and creating a connected customer journey. Dive into insights on achieving a seamless, omnichannel CX, the latest trends in CX AI, and how brands like Sony Electronics have achieved record response rates and customer satisfaction through AI.
Discover AI-Driven CX Benefits:
- Practical steps for AI-enhanced CX
- Benefits of unified CX with AI awareness
- Sony Electronics’ CX success story
- Key metrics for CX improvement
Transform your CX strategy with purpose-built AI today.
NICE
Discover where your CX strategy stands and unlock its full potential
Is your CX strategy meeting today’s demands—or falling short? The CX AI Maturity Assessment helps you evaluate your workflows, agent productivity, data management, and more. Gain actionable insights to uncover gaps, drive innovation, and elevate customer satisfaction.
With AI-powered recommendations tailored to your organization’s needs, this guidebook is your roadmap to transforming your customer experience strategy. Take the first step toward future-proofing your CX today!
What the guide delivers:
- Evaluate workflows, agents, and omnichannel engagement for improvement
- Identify gaps and uncover growth opportunities with AI insights
- Gain tailored recommendations to enhance scalability and innovation
- Future-proof your CX strategy with actionable next steps
Start transforming your CX strategy now.
NICE
Master AI-Driven Self-Service with The Automation Playbook
The Automation Playbook is your ultimate guide to leveraging AI for seamless self-service and operational efficiency. Learn how to design intuitive systems, build scalable workflows, and overcome challenges like resistance to change and compliance. Packed with expert insights and practical steps, this playbook prepares you to transform CX in 2025 and beyond.
What’s inside this guide?
- Best practices for self-service design
- Steps to build adaptive automation systems
- Strategies for navigating compliance and challenges
- Key metrics to measure ROI and success
Start mastering automation today.
NICE
Forrester Report: How are you preparing for the rise of agentic AI in CX?
Agentic AI is about giving AI the ability to act, not just think or analyze. These systems can set their own goals, make decisions, and adjust to changes in their environment, much like how humans do. This opens new possibilities for AI in areas like automation, personalized services, and smart systems. For businesses investing in AI apps, it’s important to understand how agentic AI works and how to design workflows that can handle these more dynamic, action-driven processes to really change the way work gets done.
Prepare for the Rise of Agentic AI:
- The evolution of generative AI from prompt-based models to autonomous agentic AI capable of goal setting.
- Key traits of agentic AI, including reflection, memory, planning, tool use, collaboration, and autonomy.
- How agentic AI will revolutionise enterprise operations by managing workflows and complex tasks.
- The early-stage nature of agentic AI and its potential challenges.
Discover how agentic AI will transform CX.
Language I/O
A practical guide into multilingual business strategies and AI adoption
AI dominates the headlines week after week, with much of the focus on its thrilling capabilities and transformative potential in the workplace. Yet, amid the excitement, a rising sense of unease is also taking hold.
Effective multilingual communication has become crucial for operational efficiency, customer satisfaction, and growth as businesses expand into new markets and manage diverse workforces. The surge in AI adoption is reshaping enterprise strategies, with AI tools now being the most widely used solutions for language-related tasks (33.8%).
A recent Language I/O report, based on insights from over 1,000 business leaders in North America and EMEA, explores how global enterprises with 5,000+ employees are tackling multilingual challenges and adopting AI-powered language tools in 2025.
Download the guide!
Genesys
Break through with new processes, workflows and experiences
Contact center technology should help you to understand your customers and respond to them when and how they prefer. It should empower IT teams to deliver what your business needs with value that exceeds its cost. And it should equip you to enjoy the benefits of artificial intelligence, digital and the cloud. If yours doesn’t, it’s time for a change.
Don’t let uncertainty about the cloud detour you from reaching the ideal destination. We have the roadmap that will get you there. It starts by envisioning what success looks like when you exceed your business goals and customer expectations. And as you evolve to a new model of delivering customer experience (CX), we’ll help ensure that your organizational resources are being used efficiently and cost-effectively.
Taking a proven prescriptive approach to CX transformation gives you much more than a successful migration to the cloud. It’s the foundation for meeting your immediate and long-term goals for success. Read the ebook to learn how.
Discover how to:
- Envision success and your options
- Define the plan and cloud architecture
- Migrate with confidence using automation and tooling
Genesys
Choosing the right contact center platform is a critical step for any business. With a broad range of customer experience (CX) solutions available—from comprehensive platforms to specialized tools—it can be challenging to identify the ideal fit for your organization. That’s where this guide comes in.
No matter where you are on your journey to delivering more impactful CX, this resource covers the essential capabilities you need in both CX and employee experience (EX) technologies.
For those in the early stages of CX transformation, this guide provides actionable insights on leveraging features that yield quick wins and accelerate time-to-value. And for those further along, it details how advanced, AI-driven solutions can enhance customer and employee experiences even more.
Highlights:
- Drive ROI with native, turnkey AI capabilities
- Empower employees with AI-driven workforce engagement management (WEM)
- Ask vendors the right questions
Genesys
The future of customer experience is about more than just handling individual interactions — it’s about crafting a seamless journey that flows across every department in your organization.
Join Valerie Stam, Vice President of Omnichannel Performance at KPN, and experts from Genesys to learn how automation can transform your customer experience. During the session, you’ll also see firsthand how KPN leveraged automation to streamline processes, resolve customer issues faster and enhance agent productivity.
You’ll also gain valuable insights into bridging the front and back office, automating routine tasks and delivering a consistent, seamless customer journey across all touchpoints.
Watch the session now and gain insights on:
- Optimizing customer journeys: Learn how to deliver seamless, personalized interactions across all touchpoints.
- Boosting efficiency through automation: Discover how to automate tasks, follow-ups and back-office processes to reduce resolution times and increase agent productivity.
- Real-world success stories: Hear how KPN transformed its customer service operations, improving response times and streamlining workflows with Genesys Work Automation.
Genesys
Connected customer experiences start with connected systems and data within your organization. The deeper the connections, the more power you have to orchestrate personalized end-to-end customer journeys.
But typical system integrations don’t unify your CRM system and contact center in ways that make seamless orchestrated experiences possible. Some data may remain siloed. And without a central routing engine, you can’t effectively leverage the capabilities of both systems and ensure a consistent experience for your customers.
As customer expectations increase and CX strategy grows more complex, the burden of keeping your systems integrated gets heavier. That drains your IT resources.
It’s time to move beyond basic integrations and unify your CRM system and contact center. A unified solution can provide a major upgrade to your CX capabilities with a simplified tech stack, streamlined workspace and the ability to combine data, AI capabilities and channels from both systems.
Download the checklist to learn how to realize the value of a unified solution.
Learn how to:
- Orchestrate more personalized CX
- Give agents a unified workspace
- Blend elements from both systems
- Integrate workforce engagement and performance insights
Genesys
Organizations looking to enable end-to-end customer experiences must move beyond basic integrations and take an integrated approach to CRM, CCaaS and WEM
In today’s experience economy, organizations are facing challenges across all functions of CX. Channel preferences are changing; expectations are higher than ever for customer service teams; and disparate Contact Center as a Service (CCaaS), CRM and workforce engagement management (WEM) solutions hinder an agent’s ability to deliver a personalized response.
Companies looking to remain competitive in today’s experience economy and differentiate themselves through CX must take an integrated approach to CRM, CCaaS, WEM and artificial intelligence (AI) to improve efficiency, connect data to power AI models and control overall contact center operational costs.
Download the report now and learn how to construct a holistic approach to your critical contact center systems. You’ll gain insights on how to:
- Address key challenges in the contact center to drive efficiency
- Unify technology stacks to reduce costs and drive CSAT
- Connect customer data to enable AI-powered journeys
In response to today’s evolving consumer behaviors and compliance regulations, businesses must rapidly adapt their communication strategies to effectively reach customers.
This new TransUnion® eBook offers a comprehensive, step-by-step guide on optimizing customer outreach through a multichannel approach, covering the entire lifecycle from customer relationship management to campaign amplification.
In this eBook, you will discover:
• Steps to reduce compliance risk
• Methods to improve right-party contact rates
• Actions to increase customer engagement