Customer Experience
Top Stories
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News
14 Jul 2026
Oracle AI agent builder brings no-code, low-code and pro-code together
AI apps: Oracle's latest answer to mixing deterministic and probabilistic automations with governance. Continue Reading
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News
08 Jul 2026
The AI handshake: More MCP interoperability for Salesforce's Slackbot
MCP is now table stakes, just like APIs had to be back in the early era of microservices. Continue Reading
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News
25 Jun 2026
Salesforce productizes its own customer service AI agent for users
Salesforce also becomes the latest CX tech vendor to try its hand at outcomes-based pricing. Continue Reading
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Tip
18 Jun 2026
7 ways to collect customer data that keep you compliant
Customer data can improve CX, marketing and sales decisions, but organizations must collect it transparently, protect it and follow applicable privacy laws. Continue Reading
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Answer
18 Jun 2026
6 must-have customer experience roles for success
A well-rounded customer experience team helps companies manage customer journeys, feedback, service quality, analytics, AI and cross-functional collaboration. Continue Reading
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News
18 Jun 2026
Adobe previews answer engine optimization, agentic AI creative tools
Semrush integration with LLM Optimizer is quickly productized; Creative Agent propagates Adobe app functionality and AI chat interfaces such as ChatGPT, Copilot and Claude. Continue Reading
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News
08 Jun 2026
Pegasystems refines Blueprint agent builder, expands marketing tools
Pegasystems emphasizes "de-risking" agentic buildouts for its customers in regulated industries. Continue Reading
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News
19 May 2026
Zendesk adds AI tools in pursuit of autonomous service
Zendesk makes the case for an autonomous service workforce for customer and employee experience. Continue Reading
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News
12 May 2026
SAP rolls out customer experience AI agents, assistants
SAP woos users with more tools to plug customer experience into back-end ERP data. Continue Reading
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Tip
07 May 2026
Top methods for collecting customer feedback
Businesses should collect customer feedback to address customer issues and create positive experiences. AI tools can help show deeper insights into customer sentiment. Continue Reading
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News
05 May 2026
ServiceNow's Autonomous CRM takes aim at Salesforce
ServiceNow adds CRM and marketing automation features to its stack. Continue Reading
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Tip
29 Apr 2026
Understand, optimize and track customer journey touchpoints
Customer journey touchpoints enable businesses to create excellent customer experience and drive long-lasting customer loyalty -- if understood and optimized properly. Continue Reading
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News
29 Apr 2026
Agentforce Operations tackles workflow orchestration
Agent bundle, with some vertical-industry customizations, reaches across back-office applications to automate processes. Continue Reading
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News
20 Apr 2026
Adobe defines its AI-powered customer experience platform
Adobe previews and releases elements of CX Enterprise at Summit. Continue Reading
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Feature
13 Apr 2026
The front office is being rebuilt around AI workflows
The front office is being rebuilt as AI moves from add-on features into connected workflows spanning customer service, research, marketing, data and business outcomes. Continue Reading
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Tip
03 Apr 2026
Top 12 customer experience metrics and KPIs in 2026
Net Promoter Score is one of the most widely used CX metrics, but teams should also track CSAT, CES, churn, retention and other KPIs to measure performance. Continue Reading
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News
18 Mar 2026
Qualtrics expands synthetic research marketing, testing tech
Qualtrics attempts to meld agentic AI and digital twins for A/B testing in marketing and product development, and to improve CX. Continue Reading
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Feature
10 Mar 2026
How costs leak between enterprise software systems
Cost problems rarely start inside a single system. They emerge between ERP, HR and CX platforms where fragmented data, automation layers and workflow gaps quietly accumulate. Continue Reading
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News
05 Mar 2026
Salesforce rolls out Agentforce Health AI agents
Agentforce Health updated to automate more processes. Continue Reading
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Tip
23 Feb 2026
6 ways customer experience can increase sales
A strong customer experience strategy increases retention, drives repeat revenue and creates competitive advantage. Explore six ways CX directly influences sales growth. Continue Reading
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News
10 Jan 2026
E-commerce AI the focus of Salesforce Agentforce updates
Salesforce updates Agentforce Commerce with AI tools for personalization. Continue Reading
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News
08 Jan 2026
SAP previews AI-native systems for retailers
SAP makes AI the focus of retail vertical updates. Continue Reading
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News
29 Dec 2025
Agentic orchestration, the next AI issue for CIOs to tackle
Salesforce, ServiceNow, AWS and others would like to manage all of your AI agents. Continue Reading
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Tip
23 Dec 2025
7 customer experience trends to know in 2026
Customer interaction analytics, autonomous agents and AI-driven upsells are some of the CX trends that could boost revenue, cut costs and improve customer service. Continue Reading
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News
30 Nov 2025
AWS loads Amazon Connect with customer service AI agents
AWS brings AI agents to Amazon Connect. Continue Reading
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Definition
15 Oct 2025
What are virtual agents and how are they being used?
A virtual agent is an AI-powered software application or service that interacts with humans or other digital systems in a human-like manner, most often using natural language. Continue Reading
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News
13 Oct 2025
Salesforce to release Agentforce 360, Slack agents
Salesforce renames Data Cloud yet again, and ports many sales, marketing, HR and more functions to Slack via agentic AI. Continue Reading
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News
09 Oct 2025
Salesforce rolls into ITSM with Slack-based agentic AI platform
Salesforce hopes to turn Slack customers into ITSM users. Continue Reading
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News
30 Sep 2025
ServiceNow makes the case to users for AI management
ServiceNow keeps up its campaign to own AI orchestration, challenges Salesforce with new CRM tools as Salesforce claps back with its own ITSM offering. Continue Reading
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News
29 Sep 2025
Sprinklr adds AI agents for marketing, CCaaS, more
Sprinklr users get their AI agents for marketing, service and customer feedback, custom-tuned to verticals. Continue Reading
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News
10 Sep 2025
Adobe releases AI marketing agents, orchestration platform
Adobe users can now orchestrate prefab AI marketing agents, and soon will be able to create their own. Continue Reading
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News
09 Sep 2025
Genesys updates contact center AI agent, orchestration tools
Genesys will add AI orchestration and agentic interoperability capabilities. Continue Reading
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Tip
04 Sep 2025
How to create customer profiles, with examples
Creating customer profiles gives brands a deep understanding of customers' needs and results in more successful marketing strategies. Here are the steps to get started. Continue Reading
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News
03 Sep 2025
HubSpot adds 200 features to platform, much of it agentic AI
HubSpot adds to its Breeze agentic AI componentry. Continue Reading
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Definition
27 Mar 2025
What is intelligent document processing (IDP)?
Intelligent document processing (IDP) is a type of workflow automation technology designed to automate the process of extracting data from physical papers and image-based documents. Continue Reading
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News
18 Mar 2025
Adobe joins agentic AI fray with platform, prebuilt agents
2025 is the Year of Agentic AI -- and it's only March. Continue Reading
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News
17 Mar 2025
Qualtrics releases employee, customer service AI agents
Qualtrics joins the agentic AI free-for-all in CX. Continue Reading
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News
17 Mar 2025
Genesys, Google add to contact center generative AI services
Genesys and Google roll out their next wave of AI tools for customer service. Continue Reading
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News
05 Mar 2025
Salesforce banking on autonomous agents with Agentforce 2dx
Salesforce keeps up torrid pace for agentic AI development. Continue Reading
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Definition
25 Feb 2025
What is voice of the customer? A guide to VOC Strategy
Voice of the customer (VOC) is the component of customer experience (CX) that focuses on customer needs, wants, expectations and preferences. Continue Reading
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News
24 Feb 2025
Zendesk acquires Local Measure CCaaS, CX platform
Zendesk expands its CCaaS capabilities with Local Measure acquisition. Continue Reading
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Definition
12 Feb 2025
What is CRM (customer relationship management)?
CRM (customer relationship management) is the combination of practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle. Continue Reading
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Definition
10 Feb 2025
What is a customer journey map?
A customer journey map is a visual depiction of the stages customers go through when interacting with a company -- from buying products online to accessing customer service on the phone to airing grievances on social media. Continue Reading
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Feature
26 Dec 2024
Generative AI in CX promises benefits, but obstacles remain
Generative AI promises to boost efficiency in CX, but businesses face adoption and compliance hurdles. Continue Reading
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News
01 Dec 2024
AWS adds to Amazon Q in Connect, AI IVR, chat credit card
AWS drops a big re:Invent update for Amazon Connect, including basic marketing functionality from the contact center side of CX. Continue Reading
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Definition
21 Nov 2024
What is a chief experience officer (CXO)?
A chief experience officer (CXO) is an executive in the C-suite who ensures positive interactions with an organization's customers. Continue Reading
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News
09 Oct 2024
Zendesk upends pricing for AI in customer service
As it embeds generative AI into its customer service and employee service platform, Zendesk tries a novel idea: outcomes-based pricing based on tickets resolved. Continue Reading
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Answer
03 Oct 2024
What does Microsoft Copilot for Sales offer?
Copilot for Sales is Microsoft's generative AI assistant designed to optimize sales teams' workflows, automate simple tasks and offer more insights into the sales pipeline. Continue Reading
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Definition
01 Oct 2024
What is customer intelligence (CI) and how does it help business?
Customer intelligence (CI) is the process of collecting and analyzing detailed customer data from internal and external sources to gain insights about customer needs, motivations and behaviors. Continue Reading
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News
18 Sep 2024
HubSpot adds Breeze generative AI agents, analytics to platform
Hubspot users get their generative AI infusion that includes souped-up bots, a no-code workflow builder, sophisticated content generation and marketing analytics. Continue Reading
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News
05 Sep 2024
Salesforce Foundations opens up marketing, ecomm features
Enterprise Salesforce users will get Foundations, a basic set of tools and Data Cloud functionality to complement their Sales and Service modules. Continue Reading
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Definition
28 Aug 2024
What is voice recognition and how does it work?
Voice or speaker recognition is the ability of a machine or program to receive and interpret dictation or to understand and perform spoken commands. Continue Reading
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Tip
27 Aug 2024
How to take advantage of Copilot for SharePoint
Copilot -- Microsoft's AI chatbot tool -- works in several other apps, including SharePoint. Together, Copilot and SharePoint can simplify site and content creation. Continue Reading
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Definition
20 Aug 2024
What is customer segmentation?
Customer segmentation is the practice of dividing a customer base into groups of individuals that have similar characteristics relevant to marketing, such as age, gender, interests and spending habits. Continue Reading
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Definition
19 Aug 2024
What is customer experience (CX) and why is it important?
Customer experience (CX) is the sum total of customers' perceptions and feelings resulting from interactions with a brand's products and services. Continue Reading
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Tip
09 Jul 2024
Top 10 customer data privacy best practices
To ensure customer data remains secure and inaccessible to bad actors, organizations should implement best practices such as frequent data audits and employee trainings. Continue Reading
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News
28 Jun 2024
AWS' Amazon Q adds Connect contact center integration
Amazon Connect, AWS' contact center platform, takes aim at solving the customer service agent's biggest problem: app switching during customer calls. Continue Reading
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News
06 Jun 2024
Slack lists drops, edging it ever closer to project management
Slack isn't a full-fledged project management platform. But new features help users organize, assign and track tasks as they would in more sophisticated clouds. Continue Reading
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News
23 May 2024
Salesforce Service Cloud adds Einstein generative AI tools
Salesforce Service Cloud will soon get generative AI tools that contact centers could theoretically use to turn CX from a cost center into a profit center. Continue Reading
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News
22 May 2024
Salesforce to roll out marketing, e-commerce Einstein Copilots
Salesforce drops a number of new features for commerce and marketing users. Chief among them are generative AI copilots for marketing and e-commerce. Continue Reading
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News
25 Apr 2024
Salesforce Financial Services Cloud gets GenAI for banking
If Salesforce can talk the highly conservative, highly skeptical and highly regulated financial industry into adopting GenAI, the company could win over a lot more customers. Continue Reading
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News
25 Apr 2024
Oracle expands generative AI across its CX applications
Oracle beefs up its Fusion Cloud Customer Experience applications with GenAI tools for users of its sales, field service, marketing and contact center. Continue Reading
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News
16 Apr 2024
Zendesk users get generative AI infusion for customer service
Zendesk customers get their shot of GenAI, which comes in the form of agent tools, self-service workflow assistants and workforce management features. Continue Reading
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Answer
09 Apr 2024
How do companies protect customer data?
Companies can protect customer data through various technical tools and strategies, like authentication and encryption. But some types of data need more protection than others. Continue Reading
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News
09 Apr 2024
Google releases GenAI Creative Agent for designers, marketers
Google plants its stake in the marketing and advertising vertical with a bot tuned to help creatives craft campaigns, storyboards, images and text with generative AI. Continue Reading
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News
08 Apr 2024
Sendbird launches in-app business messaging, dashboard
SMS and email channels are so noisy and subject to so many regulations that in-app messaging has appeal for businesses who want a direct customer communication channel. Continue Reading
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News
14 Mar 2024
Oracle adds generative AI tools to Fusion CX applications
The new tools are among 50 generative AI features Oracle released for several Fusion applications, from CX to HR and supply chain. Continue Reading
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News
06 Mar 2024
Salesforce users empowered to build no-code Einstein Copilots
Salesforce admins and developers can build custom generative AI assistants for workflows across the platform for sales, service, marketing and e-commerce. Continue Reading
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News
25 Oct 2023
SurveyMonkey launches Build with AI to create surveys faster
The vendor releases generative AI capabilities to let users build custom questionnaires quickly and incorporate prompts that will yield better responses from customers. Continue Reading
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Definition
27 Sep 2023
workflow automation
Workflow automation is an approach to making the flow of tasks, documents and information across work-related activities perform independently in accordance with defined business rules. Continue Reading
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News
06 Sep 2023
HubSpot unveils AI capabilities, releases Sales Hub tools
The CRM vendor unveiled virtual assistants to automate customer service and project future sales, and released tools to centralize sales reps' daily tasks and prioritize leads. Continue Reading
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Definition
23 Aug 2023
What is brand recognition?
Brand recognition is the extent to which a consumer can correctly identify a particular product or service just by viewing the product or service's logo, tagline, packaging or advertising campaign. Continue Reading
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Definition
10 Aug 2023
content personalization
Content personalization is a branding and marketing strategy in which webpages, email and other forms of content are tailored to match the characteristics, preferences or behaviors of individual users. Continue Reading
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Definition
10 Aug 2023
What is customer experience management (CXM)? Ultimate guide
Building brand loyalty among customers involves a customer-centric strategy and measuring feedback through voice of the customer data to improve customer experiences. Continue Reading
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Tip
09 Aug 2023
9 customer journey mapping tools that can improve your CX
Customer journey mapping tools provide valuable insights into the customer experience. Learn more about some of the top tools and how to choose the right one. Continue Reading
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Tip
03 Aug 2023
Customer experience strategy: 5 tips to build a valuable CX
The best CX strategy should provide value to both the customer and the business. However, it requires support from leadership and significant investments in technology. Continue Reading
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Tip
03 Aug 2023
How to create a customer journey map -- with template
Customer journey maps help CX teams delve into the data gathered during a customer's experience. They also help businesses to understand the failures and successes of sales. Continue Reading
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Tip
03 Aug 2023
How to gather and evaluate customer sentiment
Businesses can harvest customer sentiment from a variety of places, including social media, surveys, likes, comment cards, contact centers and word-of-mouth. Continue Reading
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Tip
27 Jul 2023
Customer experience vs. customer service: How do they differ?
Customer experience and customer service are not the same, but they do have a shared goal: to ensure customers are satisfied and return for repeat business. Continue Reading
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Tip
26 Jul 2023
CX personalization: Why it's important and how to deliver it
A personalization strategy can increase brand loyalty and customer retention by providing relevant content to customers when they need it. Here's how to get started. Continue Reading
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Tip
19 Jul 2023
How to fit customer experience security into your strategy
Most organizations overlook security in their CX strategies. However, with collaboration, personalization, CIAM controls and more, organizations can offer a secure and positive CX. Continue Reading
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News
19 Jul 2023
Qualtrics uses AI to analyze customer needs for better CX
Qualtrics unveils new generative AI tools to minimize time spent searching for and disseminating customer feedback and creating text responses to increase brand loyalty. Continue Reading
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Tip
14 Jul 2023
5 tips for creating customer journey maps from buyer personas
Organizations can create a journey map for each buyer persona. To create the map, CX teams should use data, consider many viewpoints and apply a central governance framework. Continue Reading
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Tip
13 Jul 2023
8 customer journey KPIs that businesses should track
To ensure CX teams properly track their customers' journeys, use KPIs such as churn and engagement rates to help inform what users enjoy and where they get stuck. Continue Reading
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News
06 Jul 2023
Event analytics tool answers CX data queries using ChatGPT
Mixpanel aims to improve users' CX strategy with its new generative AI-supported data query tool, which lets users type CX data-related questions and get answers in chart format. Continue Reading
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Answer
06 Jul 2023
What is the role of a customer relationship manager?
The customer relationship manager -- a role that differs from a CRM manager -- has a challenging and ever-evolving role to play when it comes to optimizing the customer experience. Continue Reading
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Tip
15 Jun 2023
8 CX challenges facing organizations and how to address them
There are many barriers to effective CX initiatives, but most revolve around communication at the consumer and enterprise level. Continue Reading
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Tip
14 Jun 2023
7 benefits of customer experience management
A customer experience management strategy brings many benefits, including a reduced customer churn rate, lower marketing costs and improved crisis management. Continue Reading
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Definition
13 Jun 2023
customer engagement
Customer engagement is the way a company creates a relationship with its customer base to foster brand loyalty and awareness. Continue Reading
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Answer
07 Jun 2023
CXM vs. CRM: Which platform is best for your business?
CXM and CRM systems help organizations boost customer satisfaction, but CXM focuses on how customers perceive a brand, while CRM helps employees understand their customers. Continue Reading
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News
10 May 2023
Zendesk out with generative AI-supported tools for better CX
In partnership with ChatGPT creator OpenAI, the customer service vendor introduces smart CX tools such as sentiment analysis for faster workflows and bots for contextual replies. Continue Reading
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News
05 Apr 2023
Salesforce forms new Trailblazer community group for sales
The CRM software giant aims to fill sales personnel gap with new sales-focused learners group named Salesblazer and sales certification for existing courses. Continue Reading
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News
21 Mar 2023
Adobe and RainFocus pair for more data insight at events
The CX software giant pairs with the event marketing services vendor to provide customers with tools for deeper personalized experiences at in-person and online events. Continue Reading
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News
07 Mar 2023
Salesforce joins generative AI ranks with Einstein GPT
The CRM giant capitalizes on GPT 3.5 tech, weaving generative AI into code creation, Slack tools and customer interactions. The vendor also launched a $250M AI investment fund. Continue Reading
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News
06 Mar 2023
Microsoft's new Dynamics 365 Copilot uses generative AI
Copilot accelerates routine tasks for marketing and sales teams like creating email responses and collecting customer insight data, intensifying the AI race in CRM software. Continue Reading
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News
01 Mar 2023
Generative AI-supported tools coming from Pegasystems
CRM platform Pega Infinity will incorporate artificial intelligence language tools for quicker task management, insight visualization and app development. Continue Reading
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News
09 Nov 2022
Zendesk updates focus on customer service AI 'ticket triage'
Zendesk incorporates intelligent triage -- AI-guided routing of tickets based on sentiment, urgency and complexity -- into its customer service platform. Continue Reading
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News
19 Oct 2022
Oracle pushes forward with CX tech amid layoff cycle
Rumors of the demise of Oracle marketing, CRM and customer service turn out to be unfounded, as the company forges ahead with vertical-specific CX offerings. Continue Reading
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Feature
12 Oct 2022
Top 4 CRM systems comparison
What differentiates the 'big four' CRM providers? Explore the advantages and disadvantages of Salesforce, Oracle, Microsoft and SAP in this CRM comparison. Continue Reading
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News
22 Sep 2022
Microsoft Viva Sales CRM automation focuses on end users
Microsoft Viva Sales takes AI notes from calls and automates data entry and other routine tasks. It's the latest tech to improve the sales rep experience. Continue Reading
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News
26 Jul 2022
Oracle releases major Fusion Sales CRM update, facelift
Oracle Fusion Sales users get a new UX and new features, including microsites called 'digital sales rooms,' which parallel Microsoft and Salesforce sales collaboration features. Continue Reading
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News
23 Jun 2022
Salesforce Financial Services Cloud features focus on EX
Salesforce for Financial Services adds employee experience tools -- a nod to evolving digitization of banking, wealth management and insurance users' operations. Continue Reading