Customer Experience · Whitepaper
A knowledge operating model for AI-assisted service
Service agents and copilots depend on current, permissioned and usable knowledge. Publishing more articles does not solve ownership or decay.
Customer Experience · Whitepapers
Whitepapers for Customer Experience
Structured editorial frameworks for planning technology programmes and aligning stakeholders. This focused collection applies the format to customer experience technology decisions.
Editorially prioritisedSource-awareBuilt for decisions
Browse by horizontal
Browse by format
Customer Experience · Whitepaper
Whitepaper: an operating model for contact centre platforms
Decisions about contact centre platforms improve when customer experience leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
Customer Experience · Whitepaper
Whitepaper: a cross-functional plan for workforce management
Decisions about workforce management improve when customer experience leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
Customer Experience · Whitepaper
Whitepaper: a leadership framework for customer identity
Decisions about customer identity improve when customer experience leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
Customer Experience · Whitepaper
Whitepaper: a phased approach to customer health scoring
Decisions about customer health scoring improve when customer experience leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
Customer Experience · Whitepaper
Whitepaper: a practical governance framework for customer success platforms
Decisions about customer success platforms improve when customer experience leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
Customer Experience · Whitepaper
Whitepaper: aligning people, process and customer service CRM
Decisions about customer service CRM improve when customer experience leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
Customer Experience · Whitepaper
Whitepaper: building a durable case for omnichannel service
Decisions about omnichannel service improve when customer experience leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
Customer Experience · Whitepaper
Whitepaper: connecting conversation analytics to business work
Decisions about conversation analytics improve when customer experience leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
Customer Experience · Whitepaper
Whitepaper: designing voice-of-customer systems around accountable outcomes
Decisions about voice-of-customer systems improve when customer experience leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
Customer Experience · Whitepaper
Whitepaper: making quality assurance platforms measurable and manageable
Decisions about quality assurance platforms improve when customer experience leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
Customer Experience · Whitepaper
Whitepaper: moving journey analytics from project to capability
Decisions about journey analytics improve when customer experience leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
Customer Experience · Whitepaper
Whitepaper: operating experience management platforms without unnecessary complexity
Decisions about experience management platforms improve when customer experience leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
Customer Experience · Whitepaper
Whitepaper: reducing implementation risk in knowledge bases
Decisions about knowledge bases improve when customer experience leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
Customer Experience · Whitepaper
Whitepaper: the decision rights behind service chatbots
Decisions about service chatbots improve when customer experience leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
Customer Experience · Whitepaper
Whitepaper: the foundation required for customer self-service
Decisions about customer self-service improve when customer experience leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
Resource request
Request a whitepaper for Customer Experience.
Complete the form and we will send a relevant resource to your email.
Editorially reviewedRelevant to your functionEmail follow-up