Resource Library: White Papers

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The Definitive Guide to Social Customer Service Success

Your business needs to see undeniable value to invest in the resources needed to design, build out and operate a fully functional, high-impact social customer service team. Saddling existing agents with expanded duties has been a Band-Aid solution. But now … read more »


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The Social Customer Service Playbook: The Most Vital Metrics and How to Interpret Their Impact

To become a leading brand and stay on top, you’ll need to meet your customers exactly where and when they need you, exactly in the way they need your help. This starts with a sophisticated approach to measuring both agent … read more »


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Data is the Secret Ingredient for Social Media Marketing Success

The answer is simple: lack of data-driven marketing. For social marketing to compete with other marketing channels, it’s necessary to stay close to customer and performance insights buried in analytics. The problem lies in that most social marketing software providers … read more »


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Transform From Product-Centric Campaigning to Customer-Centric Experiences

Resolving customer experience challenges by implementing technology that enables companies to understand customers as individuals.


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What’s Inside the Always-On Brain

In this eBook, Pegasystems’ Vince Jeffs explains why firms must aspire to win over fickle and demanding consumers and to do it efficiently and effectively – they need a Customer Decision Hub – a customer relationship management brain with memory … read more »


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10 Ways You Can Use Reviews to Make Your Job Easier

Implementing these 10 tips from Trustpilot can increase efficiency, grow revenue, and make your business stronger. Tips include: How to resolve customer issues and build fans for life Create stronger email marketing campaigns Track trends and more


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On Target: Three Actions to Guide Customer Experience Excellence

Customer experience is the modern competitive battlefield. Eighty-nine percent of marketers today compete primarily on the basis of customer experience. Despite being a cross-functional initiative, marketing leaders are on the hook and on the front lines to deliver results in … read more »


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Gartner CMO Spend Survey 2016 – 2017

This marks the fifth consecutive year that Gartner has surveyed marketing leaders on their spending plans and priorities. This year’s survey has been updated to add perspective on overall marketing budget trends, roles and responsibilities.


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The Definitive Guide to Open Gardens eBook

Chances are, you’ve heard the buzz about the Open Garden movement.  Now find out how you can go about designing your own Open Garden and uniting your fragmented marketing ecosystem. Don’t worry — it’s actually pretty easy. And once you’ve … read more »


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A Primer on Personalization

Users are demanding a more tailored user experience and more organizations are seeing the benefit of a personalized content strategy and personalization technology to sell products, drive content consumption and improve the customer journey. With the proper strategy and preparation, … read more »