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White Papers & Research for Customer Service

Customer Intelligence is the New Black
Deriving Actionable Insights from Customer Interactions to Reduce Cost-to-Serve and Customer Effort Whether it’s a B-to-B or a B-to-C model, the consistent delivery of high-quality customer care is a difficult goal to achieve. This is especially relevant in our device-driven world, an “always on” hyper-connected environment laced with multiple customer touch points. A superior customer experience enabled by actionable insights is often the holy grail of business for the modern-day enterprise. This white paper unravels why Customer Intelligence is the New Black, by addressing some key questions...
Firstsource_-_customer_interaction_analytics.pdf

Social media customer experience
Consumers are increasingly turning to social media to express their concerns regarding airline service. More than 5,000 posts on social media sites (Facebook and Twitter) were directed at the client every day, with the number increasing rapidly and response times were deemed inadequate. Responses to tweets and comments were done only when the client’s website manager was available. The client required a more efficient method to respond. The client’s requirements included a personal touch for management of social networking sites and a faster way to provide feedback to consumer queries. The client needed this engagement to go live in 20 days.
Aegis_-_social_media_customer_experience.pdf

Transforming Corporate Actions Processing
As businesses expand into new geographies in search of growth, the volume of corporate actions are growing exponentially.
CognizantTransforming-Corporate-Actions-Processing-The-Long-Road-Ahead.pdf