Smart Customer Service White Papers
Talkdesk
Staying ahead of customer expectations requires more than traditional tools—retailers need smart solutions to transform customer experience. Artificial intelligence (AI) is revolutionizing the industry by autonomously handling everyday tasks, allowing teams to focus on solving complex challenges and building lasting relationships.
This ebook explores the top AI use cases in retail, showcasing how AI helps retailers:
- Create personalized, seamless journeys at scale.
- Reduce operational pressures and enhance efficiency.
- Turn every interaction into an opportunity for loyalty and growth.
Download the ebook to discover how AI is driving exceptional customer experiences and revenue growth.
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
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.
According to a 2025 commissioned study by Forrester Consulting on behalf of TransUnion®, 86% of decision-makers across a wide range of industries said that even as their outbound call volumes decrease, the phone is still the most important outbound channel for meeting customer service goals and increasing revenue. Furthermore, in 2024, as the top overall business goal, growing revenue was considered more important than improving the customer experience.
The issue is that businesses face numerous obstacles in reaching customers by phone, including the need for:
- Up-to-date contact information: 74% of respondents said they have what’s considered below a good right-party contact rate, and face limitations or missing functionality around contact data intelligence and the best day and time to reach customers.
- Context on calls (like logo) and call authentication: Three out of four decision-makers said accurate caller ID information displayed for outbound calls is important for increasing contact rates.
- Protection against call spoofing: Two out of three decision-makers considered protection against call spoofing and related fraud as essential for enhancing customer engagement and increasing contact rates.
The study also highlights strategies and solutions that help businesses reach more customers and reduce call spoofing and fraud.
NICE
AI-powered Customer Experience Transformation: Preparing for the 2030 Contact Center
AI is revolutionizing contact centers, enabling businesses to offer highly personalized and efficient customer experiences. To stay competitive, companies must embrace technologies like automation and predictive analytics to address issues such as latency and scalability. The future of contact centers will focus on seamless, context-driven interactions and the integration of human-AI collaboration.
For long-term success, organizations need to evaluate their current capabilities, prioritize AI investments, and foster a culture centered around innovation and AI adoption.
What’s Inside:
- The key drivers of AI-driven transformation in contact center operations
- Reimagined customer experience (CX) through AI for the future
- The key AI technologies and trends shaping the future of customer experience
- A strategic roadmap for enterprises to prepare their contact centers for the future
Embrace AI now for tomorrow’s Contact Centers
NICE
AI Agents: The Future of Customer Service
Ready to transform your customer experience? AI agents can help you automate tasks, solve problems, and deliver personalized service in real-time. With reduced costs, improved efficiency, and happier customers, it's time to stay ahead of the competition. Download the eBook now and discover how AI agents can elevate your CX strategy today!
Why download this handbook?
- Explore the evolution of agentic AI and its ability to autonomously resolve customer inquiries.
- Learn how AI agents improve efficiency, reduce costs, and enhance customer satisfaction.
- See real-world examples of AI agents driving success in businesses.
- Key steps for businesses to implement AI agents through pilot use cases, partnerships, and clear metrics.
Start transforming CX with AI Agents today
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.
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