Smart Customer Service White Papers
NICE
What can you learn from a billion customer interactions? Plenty.
Exceeding customer expectations is critical in today’s competitive market. But what's the real impact of exceptional CX on your bottom line? NICE's groundbreaking research provides answers from the analysis of billions of interactions, along with more CX insights you won’t find anywhere else.
The State of CX report reveals a compelling link: businesses with the highest customer sentiment scores outperform peers in stock returns—learn by how much in the research. An investment in CX isn't just about satisfaction—it's about driving shareholder value. As the only vendor with purpose-built AI for CX, NICE leverages three decades of expertise and a billion interactions to extract actionable insights that fuel business growth.
See one-of-a-kind insights:
• The power of customer sentiment in driving overall brand value
• How agent soft skills significantly increase sentiment
• Customer sentiment soars when companies adopt a unified CX AI platform
Download now and leverage CX insights for your business gain.
In today’s world, the phone remains a vital communication tool, especially for financial, healthcare, and other highly personal interactions.
Unfortunately, due to phone-based fraud, consumers are afraid to pick up. And as these schemes become more prevalent and complex, businesses can’t reach customers, brands get tarnished, and those who can’t determine safe from risky calls are missing critical information.
Read the TransUnion® eBook — Put Your Best Phone Calls Forward — to learn how to better safeguard your brand, bottom line and customers from the impacts of fraud.
Takeaways:
• Why the phone channel remains key to meeting customer service goals
• 73% of consumers haven’t answered a phone call due to safety/fraud concerns — only to learn afterward it was a legitimate call
• Customers who have high trust in a brand are much more likely to stay with that company vs. those with low trust
• And many more interesting trends
NICE
See how companies are boosting revenue and customer retention through CX investments.
Did you know 40% of companies plan to increase investments to improve customer experience (CX) quality over the next 12 months? Find out why and how.
Forrester’s “Budget Planning Guide 2025: Customer Experience” can help prepare for ultimate CX success – now and in the future.
This complimentary report reveals data-driven insights, including:
- Where to increase, decrease, or experiment with your CX budget
- How to invest in AI-powered summary tools to boost CX team productivity
- Why experimenting with emerging tech improves decision-making and ROI
- Which skills are critical for developing AI, analytics, journeys, and conversation design
- How to identify third-party providers for customer insights and experience delivery
Start improving your CX future now.
Trends and strategies for protecting organizations and consumers.
Organizations potentially face substantial revenue losses and increased operational costs due to fraud. With significant levels of exposed consumer identities available to criminals, organizations need to shift their threat postures to assume consumer information is compromised. Those that build consumer trust by enhancing their omnichannel experiences with friction-right fraud detection and prevention capabilities stand to win.
In the H2 2024 Update: State of Omnichannel Fraud Report, TransUnion® provides insight to those responsible for preventing fraud and securing customer experiences to deliver better business outcomes. Omnichannel fraud trends in the first half of 2024 highlighted in the report include:
Cost of fraud posed significant financial risk to organizations
- 6.5% of equivalent revenue, on average, lost due to fraud — representing $359 billion of fraud loss in the past year among 801 business leaders surveyed in Canada, India, the US and UK
- 75% of business leaders indicated fraud increased or stayed the same in the past year
Fraud concern remained high for consumers and businesses
- 5.2% of all global digital transactions were suspected Digital Fraud in H1 2024
New account creation posed highest fraud risk
- 6.5% of all global digital account openings were suspected Digital Fraud; this was the highest risk stage in the customer journey
- $3.2 billion in lender exposure to suspected synthetic identities for US auto loans, credit cards, retail credit cards and personal loans at the end of June 2024 (highest level ever); the percentage of synthetic identities among accounts opened in H1 2024 is also the highest ever.
LanguageIO
This Language I/O video features the real business benefits of AI-powered real-time translation, how to integrate a translation solution directly into your CRM, and what some key features are of such an implementation.
For the purpose of this video, we’re using Salesforce as the CRM. You can also accomplish the same things with other CRMs with Language I/O’s integrations and API.
You’ll learn:
- The importance of a secure and accurate AI translation solution for global businesses
- The impact of an AI-powered real-time translation integrated seamlessly into support
- Why accuracy and security are critical for the success of multilingual support and how to achieve them
- How to expand to new markets and support new customer bases while reducing costs
Optimizing agent efficiency and occupancy with an effective AI-powered integration