Sometimes we do our best thinking between the lines.
There’s nothing quite like a good read—so we’ve wrapped up our favorite insights and discoveries into essential resources for customer service visionaries.
2021 Customer Expectations Report
From consumer expectations to current digital and ecommerce trends, discover new data to help you make customers feel more connected to your online brand.Get the Report
Reports and Benchmarks
Vision 2021: A Trends Report by Future Commerce
10 Trends that will Shape the Future of Commerce.
45 Ecommerce Stats for Accelerated Digital Transformation
45 Ecommerce stats you need to know to grow your business in 2021.
The New DIY: Retail Opportunity in the Passion Economy
Create generational customer loyalty for your retail brand today.
2020 CX Efficiency Trends Report
Find out what's driving, and impeding, efficiency in your contact center today.
State of the Contact Center
See how your contact center compares to your peers. Don't miss out on our latest report.
The Retail Rebirth: Driving More Revenue in the Retail Economy
Discover what's on the horizon for the next retail revolution.
2020 Customer Expectations Report: Travel and Hospitality
What customers expect from the Travel & Hospitality industry.
2020 Customer Expectations Report: Experiences That Drive Revenue
Turn your contact center from a cost center into a revenue and loyalty generator.
2020 Customer Expectations Report: Fast and Personal Service
Customers expectations for fast and personal service. And how to deliver both.
2020 Customer Expectations Report: Channel Use & Preferences
Consumers expect you to talk with them wherever they are.
Streamlining Your Contact Center
See how a retail brand gained over 30% in savings by consolidating their platforms.
From Tickets to Customers
See how JOANN sliced their backlog by 95% in just one month—and without adding headcount.
Empower your agents to sell
See how a retail brand turned their agents into revenue generators with Gladly.
2020 Customer Expectations Report
Get the latest trends and insights from customers about customer service.
2020 Vision Report
Featuring original research from Future Commerce, Vision 2020: The State of Retail.
Handbooks and Guides
The Essential Direct-to-Consumer Customer Service Personalization
5 ways to get personal with your customers to drive more revenue.
5 Tips to Avoid the Customer Service Holiday Hangover
5 tips to avoid some of the biggest challenges this holiday season.
4 Steps to Unwrapping an Online Experience that Rivals In-Store
Create a memorable online experience for your customers this holiday season
10 Ways to Provide a Modern IVR Experience
Provide a modern IVR experience that delights your customers.
2020 Checklist: 12 Requirements for Radically Personal Service
Discover if your service platform is up to the task with this checklist and quiz.
Writing The Modern Customer Support Platform RFP
Say goodbye to legacy. See what you need from your platform to satisfy today’s customer.
Customer Service Guide to Revenue Generation
Turn your customer service department from a cost center into a revenue generator.
People Versus Tickets
Learn why you should be moving to a people-centered approach to customer service
Things You Can Do Right Now to Reduce High Call Volume
Learn how you can reduce high call volumes
12 Must-Haves for Your Remote Customer Service Team
Learn how you can build a remote customer service team today.
15 Steps to Delivering Radically Personal Customer Service
Make every customer feel like 1 in a million. Use these 15 ideas to deliver radically pers