Customer Experience
Top Stories
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Tip
29 Jul 2026
How to choose a CX provider: A practical buyer's guide
When assessing new CX vendors and technologies, enterprise tech buyers need to consider several factors, including technical and business-level buying decisions. Continue Reading
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News
28 Jul 2026
Adobe releases AI search product catalog optimization tool
Soon, if not already, the customer relationship begins by persuading AI agents that your brand is legit. Continue Reading
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News
14 Oct 2021
OpenText releases document capture, Salesforce integrations
Like Salesforce, Box and Adobe, OpenText invests in AI and machine learning to enable smartphone document capture so users can digitize documents that are searchable in the cloud. Continue Reading
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News
12 Oct 2021
HubSpot CRM adds B2B online payments processing
HubSpot CRM adds no-code Stripe online payments as well as data governance and enhancements to Operations Hub such as analytics and a Snowflake integration. Continue Reading
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Definition
08 Oct 2021
What is closed loop reporting?
Closed loop reporting (CLR) is a system in which data and information collected by marketing and sales professionals is made available to both teams. Continue Reading
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News
07 Oct 2021
Hyland execs offer insight into content services roadmap
After an acquisition binge, Hyland Software pauses to discuss its acquisition strategy and future roadmap, which may include more AI/machine learning and vertical-specific features. Continue Reading
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News
06 Oct 2021
Box adds ransomware content security
In its pursuit of enterprise business, Box Shield adds security features that may circumvent ransomware; Box Sign available for U.S. and Canadian customers. Continue Reading
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News
06 Oct 2021
Qualtrics releases Experience ID customer profile platform
Qualtrics Experience ID isn't labeled as a customer data platform, but it's not far off from one, as it aggregates customer info into individual profiles. Continue Reading
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Tip
05 Oct 2021
Benefits of moving to a cloud contact center
Cloud contact centers have various benefits for organizations, including cost savings, more interaction channels and staying with -- if not ahead of -- the competition. Continue Reading
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News
02 Oct 2021
Contact center agents' post-pandemic future
The pandemic changed how contact centers operate and the technologies used to provide customer service. In this Q&A, ICMI's Brad Cleveland predicts what's next. Continue Reading
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News
30 Sep 2021
Amazon Connect adds voice ID, agent assist features
AWS adds tools to search knowledge bases for answers based on terms picked up via in-call voice recognition, as well as voice ID to confirm identities of callers. Continue Reading
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News
22 Sep 2021
Benioff: Salesforce-Slack merger supports hybrid workforce
Just 1,000 of the typical 180,000 Salesforce users attended Dreamforce 2021, but it was enough to get CEO Marc Benioff fired up about the future of hybrid work opportunities. Continue Reading
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Tip
22 Sep 2021
How to train contact center agents remotely
As businesses began to work remotely due to COVID-19, contact center managers had to learn how to train contact center agents remotely. Here are seven tips to get started. Continue Reading
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News
21 Sep 2021
More Salesforce-Slack integrations to come
Salesforce unveiled a total of 16 Slack integrations to its platform, some available now, and some to come next year, following the blockbuster acquisition. Continue Reading
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Answer
20 Sep 2021
Revenue operations vs. sales operations: What's the difference?
While revenue operations focus on revenue growth and integration of sales, marketing and service departments, sales operations focus on sales department efficiency. Continue Reading
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News
20 Sep 2021
Oracle Fusion Marketing enables campaign orchestration
Oracle has announced plans to release Fusion Marketing in 2022. The middleware app will more deeply integrate customer data to marketing initiatives and CRM. Continue Reading
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News
16 Sep 2021
Salesforce automation tools for 2022: RPA, document ingestion
Salesforce Einstein Automate tools to come next year include RPA, document intake and drag-and-drop process automation. Continue Reading
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News
15 Sep 2021
Salesforce Marketing Cloud to get analytics boost
Salesforce to add analytics capabilities and AI tools that spider Salesforce CDP data; Commerce Cloud adds shipping and logistics integration through a FedEx partnership. Continue Reading
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Feature
14 Sep 2021
E-signature platforms strengthen document management's clout
Companies in the throes of digital transformation find the e-signature process to be a major catalyst in automating their document management systems and smoothing workflows. Continue Reading
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News
09 Sep 2021
Infosys releases headless commerce services bundle
Infosys breaks down Skava, an e-commerce startup it acquired in 2015, into e-commerce, marketing and merchandising microservices, and renames it Equinox. Continue Reading
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News
09 Sep 2021
Salesforce Service Cloud to add Servicetrace RPA, Slack
Salesforce plans to release features that increase Service Cloud's flexibility for contact centers to manage agents working remotely either part time or full time. Continue Reading
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Tip
08 Sep 2021
The role of document management in hybrid work environments
Document management plays a key role in aiding hybrid workforces, so organizations must ensure their document management strategies enable safe and accessible hybrid collaboration. Continue Reading
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News
08 Sep 2021
Acquia acquires Widen digital asset management
DAM is an old idea making a big comeback for marketing teams trafficking in online video. Acquia adds the Widen DAM to its digital experience platform. Continue Reading
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News
02 Sep 2021
FACE Act aims to improve government CX
The bipartisan bill that would codify the measurement of customer experience for federal agencies cleared the Senate Committee on Homeland Security and Government Affairs. Continue Reading
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News
01 Sep 2021
New features coming for Salesforce Sales Cloud
Salesforce adds CRM features to support remote-work models for sales teams born in the pandemic and continuing -- possibly permanently -- through 2022 and beyond. Continue Reading
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Tip
30 Aug 2021
4 tips for migrating ECM to the cloud
Outdated ECM systems use a lot of resources, and neglect can render them almost useless. By migrating to the cloud, businesses might be able to avoid such problems in the future. Continue Reading
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News
25 Aug 2021
Qualtrics adds BrandXM experience management tool
Qualtrics adds Brand Impact Simulator, which BrandXM users can use to model how changes in a customer experience might entice new customers to make purchases. Continue Reading
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News
20 Aug 2021
Adobe buys Frame.io cloud video review platform for $1.275B
Adobe plans to acquire Frame.io review and approval platform for $1.275 billion to streamline digital collaboration among video editors, producers, agencies and clients. Continue Reading
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News
17 Aug 2021
Initial Salesforce-Slack integrations: Sales, service, marketing
Salesforce unveils the first Slack integrations. But it could be Slack Connect -- which extends Slack's reach outside the Salesforce user's organization -- that is the killer app. Continue Reading
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News
16 Aug 2021
Meet the CIO who keeps the Salesforce platform running
Salesforce EVP and CIO Jo-ann de Pass Olsovsky embraces the pivot to remote work, low-code appdev and the role of alpha tester of upcoming Salesforce products. Continue Reading
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News
10 Aug 2021
Adobe, Salesforce expand health clouds
Adobe releases Experience Manager for Healthcare and plugs its CDP into marketing and clinical data; Salesforce releases healthcare features. Continue Reading
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News
03 Aug 2021
Salesforce automation strategy sharpens with acquisition
The CX giant plans to fold RPA technology from an acquisition into some of its platforms. The move comes after Microsoft and other big tech firms bought RPA vendors. Continue Reading
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Tip
02 Aug 2021
How relationship marketing works, its pros, cons and levels
An effective relationship marketing strategy can be a key component in acquiring new customers and retaining existing ones. Continue Reading
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Tip
02 Aug 2021
5 popular revenue operations platforms to know
The right revenue operations platform can unite the sales and marketing teams and drive revenue growth. Continue Reading
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Tip
02 Aug 2021
10 voice of the customer tools to consider
A voice of the customer tool is invaluable for creating an action plan to improve the customer experience. Continue Reading
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Tip
30 Jul 2021
Inside 5 big-name relationship marketing strategy examples
How does Nike form an emotional bond with sneakerheads? How does Starbucks know what latte flavors customers want? The answer lies in their relationship marketing strategies. Continue Reading
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News
28 Jul 2021
Nice expands contact center AI offering with ContactEngine buy
Nice acquires ContactEngine conversational AI technology to support customer self-service and live agent conversations across multiple digital channels. Continue Reading
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News
27 Jul 2021
OpenText releases customer data platform
OpenText customers get a natively integrated runtime CDP to drive marketing personalization and other customer interactions; AI content security features debut. Continue Reading
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News
26 Jul 2021
Box Sign gives business users built-in digital signature tool
Box's $55 million acquisition of SignRequest in February yields a native digital signatures feature for Box Business and Enterprise cloud content management users. Continue Reading
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News
22 Jul 2021
Adobe launches PDF extraction, generation APIs
Adobe deconstructs the PDF creation and content extraction processes with the release of APIs for developers available on AWS marketplace. Continue Reading
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Feature
21 Jul 2021
Top 6 tips to secure video meeting storage
The rise in remote work caused an increase in video conference recordings from many virtual meetings. As a result, organizations must know how to store recordings securely. Continue Reading
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News
20 Jul 2021
Redpoint Global moves into data quality as a service
Redpoint Global users get tools to manage first-party partner, product and customer data quality, identity and governance with In Situ feature bundle. Continue Reading
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News
15 Jul 2021
Salesforce to pull plug on Audience Studio DMP
Salesforce Audience Studio DMP is no longer being sold, Salesforce confirms. It could signal the beginning of the end of programmatic digital ad sales. Continue Reading
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News
14 Jul 2021
Salesforce Industries' Media Cloud adds ad management
Salesforce Media Cloud adds a multimedia ad sales platform for media companies to manage their customers' ad spend. Also: AppExchange partner marketplace adds chat, user reviews. Continue Reading
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News
13 Jul 2021
Acquia releases employee experience features for DX platform
Developers are the focus of Acquia's update to Open DXP. They get an all-cloud app dev environment, AI search and a toolbox to build employee-facing apps and services. Continue Reading
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Feature
12 Jul 2021
Brands opt for headless e-commerce vs. traditional commerce
For large enterprises, headless commerce breaks down websites into user-friendly modules marketers can update. SMBs can also use it, paired with WordPress and other simple tools. Continue Reading
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News
01 Jul 2021
Google gives third-party cookies a stay of execution
Experts -- and Google -- tell us why 'The Cookiepocalypse' for which advertisers are braced is delayed until at least 2023, and what it means for internet advertising. Continue Reading
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News
29 Jun 2021
E-commerce giant Shopify upgrades Liquid, dev tools
Buoyed by the pandemic e-commerce boom, Shopify rolls out upgrades for no-code, low-code and pro-code offerings for its web platform -- and rewrites APIs to make stores faster. Continue Reading
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Tip
29 Jun 2021
How content services can speed up cloud content migration
During a continuous, or hot, migration, a content services platform can move content from a legacy repository to a new one -- a crucial IT tool for hybrid cloud on-premises shops. Continue Reading
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Tip
25 Jun 2021
What to ask in a voice of the customer questionnaire
An effective voice of the customer questionnaire guides an organization to understand its customers better and improve its products or services. Continue Reading
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Tip
25 Jun 2021
Getting started with a revenue operations strategy
A revenue operations strategy requires coordination and communication among sales, marketing and customer service teams to fuel RevOps. Continue Reading
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Tip
23 Jun 2021
7 best practices for a voice of the customer program
A voice of the customer program can be tremendously fruitful for an organization -- if it is done well. Continue Reading
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Tip
23 Jun 2021
Why businesses need voice of the customer analytics
With multiple methodologies for gathering customer feedback, it is more important than ever to analyze and create action plans based on voice of the customer analytics. Continue Reading
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News
23 Jun 2021
Salesforce previews low-code, pro-code developer tools
Salesforce to release new low-code and pro-code tools for developers, as well as DevOps Center, which catalogs app dev efforts and offers a planning platform. Continue Reading
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News
22 Jun 2021
Retail tech propels stores past the pandemic
At NRF Converge, speakers discuss technologies to propel recovery from the recession of 2020, and how social media becomes a minefield for companies that don't have a strategy. Continue Reading
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Tip
17 Jun 2021
The top 5 video conferencing use cases
Recruiting, training and collaboration are among the top video conferencing use cases for businesses, and they will remain so as the video market continues to expand. Continue Reading
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Answer
17 Jun 2021
How do omnichannel vs. multichannel marketing differ?
While multichannel marketing connects customers and companies through various forms of communication, omnichannel marketing takes it further and removes any silos. Continue Reading
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News
17 Jun 2021
Salesforce adds more HR, employee tools to Work.com
Salesforce to release more employee experience tools on Work.com to support the onboarding and well-being of workers who remain remote after the pandemic passes. Continue Reading
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News
15 Jun 2021
SAP Spartacus, headless and Commerce Cloud take center stage
In the wake of the pandemic, SAP users focus on e-commerce, and SAP puts new emphasis on headless configurations as well as its Upscale Commerce package. Continue Reading
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News
09 Jun 2021
Salesforce Industries rolls out banking AI compliance tools
Salesforce now claims cloud customizations for 12 different vertical industries. Can this help them win new users from competitors who have released their own industry clouds? Continue Reading
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Tip
03 Jun 2021
Is it legal to record virtual meetings and video conferences?
Yes, it is legal to record virtual meetings. But, for ethical or legal reasons, remote workers shouldn't record them all. Learn when recording is and isn't appropriate. Continue Reading
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Tip
03 Jun 2021
5 real-world multichannel marketing examples
Companies with effective multichannel marketing focus on brand reach, message, consistency, engagement and experience. It's important to meet customers on platforms they prefer. Continue Reading
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News
02 Jun 2021
Salesforce plugs CDP, WhatsApp into marketing, e-commerce
Salesforce connects its CDP to its platform's customer loyalty tech; Marketing Cloud integrates WhatsApp, SnapChat ads and Datorama advanced analytics reports. Continue Reading
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Tip
02 Jun 2021
On-premises vs. cloud contact center: What's the difference?
On-premises and cloud contact centers differ in terms of costs, staff requirements and management. Organizations must weigh both options to find the right fit. Continue Reading
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News
02 Jun 2021
SAP Upscale Commerce gets reboot
SAP relaunches its Upscale Commerce, first released three years ago to little fanfare, to a broader midmarket base to compete with Shopify's top-end offerings. Continue Reading
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Feature
28 May 2021
Post-pandemic digital customer experience: What will change?
Overstock.com, FTD and Giant Eagle all revamped their CX tech stacks during the pandemic to meet the demand for online service, and upgrades continue. Continue Reading
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Tip
27 May 2021
DXP vs. CMS vs. WEM: Which platform is right for you?
DXPs are the next step in the evolution of content management technology. Learn about the differences between the DXP and its predecessors, CMS and WEM platforms. Continue Reading
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News
24 May 2021
HubSpot embraces competitor CRM systems, adds RevOps features
With HubSpot Operations Hub, users -- typically small and medium-sized businesses -- can access cloud tools most often used by large enterprise sales teams. Continue Reading
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Feature
19 May 2021
ServiceNow's vision for AI, customer service management
ServiceNow's John Ball discusses the Now Platform's approach to AI, customer service and field service management, and why he left Salesforce as EVP of product for Einstein. Continue Reading
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News
14 May 2021
Salesforce rebrands CDP, adds marketing features
Salesforce finally calls its customer data platform a CDP with its latest release, adds marketer-friendly segmentation features and MuleSoft, Tableau integrations. Continue Reading
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News
12 May 2021
Salesforce low-code features in beta; GA slated for winter
Salesforce gives users a taste of Dynamic Interactions low-code features to come with a beta release of features planned for its next major platform update. Continue Reading
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News
12 May 2021
Oracle CX adds subscription management, 3-D ad measurement
Oracle adds deeper subscription support for B2C and B2B users to its CX platform, as users look to tie renewals, billing and self-service to commerce revenue. Continue Reading
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Tip
11 May 2021
Explore this introduction to digital experience platforms
Web experience management platforms and content management systems are morphing into digital experience platforms. This introduction to digital experience lays out the basics. Continue Reading
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Feature
10 May 2021
7 benefits of a personalized marketing content strategy
Customers want companies to treat them as individuals, and personalized marketing can help accomplish that. Personalization can also improve customer retention and brand affinity. Continue Reading
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Tip
05 May 2021
How to define contact center technology requirements
Whether launching a new contact center or updating an existing one, CX leaders must evaluate their contact center technology requirements before selecting a provider. Continue Reading
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News
04 May 2021
Pegasystems to release Process AI amid hyperautomation surge
Pegasystems will add intelligent automation features to its Pega Platform that apply event stream processing, machine learning and natural language processing to business actions. Continue Reading
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News
04 May 2021
Pegasystems enhances customer service, CX workflows
Pegasystems users get access to long-awaited Process Fabric automation tool, as well as new vertical-specific customer service tools and AI for interactive voice response. Continue Reading
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Feature
30 Apr 2021
Apple iOS 14.5 App Tracking Transparency rewires martech
If your business strategy fully relied on iOS tracking for survival, your company was probably in trouble before 14.5 came out this week, marketing experts say. Continue Reading
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Tip
30 Apr 2021
6 personalization software options to know in 2021
Personalization software enables marketing teams to customize experiences for customers. There are many options to choose from with varying capabilities. Continue Reading
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News
27 Apr 2021
Box Shield adds enterprise content security features
Box Inc. adds security features for information governance to prevent unintended oversharing of sensitive information and intellectual property in the remote work era. Continue Reading
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News
27 Apr 2021
Adobe Commerce users get AI search for sites
Adobe Commerce adds AI live search, product recommendations tuned for B2B organizations and digital signatures. Continue Reading
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News
21 Apr 2021
Hyland gets digital asset management tech with Nuxeo buy
By acquiring a smaller competitor's digital asset management platform, Hyland looks to build on its 2020 purchase of Alfresco, another cloud-native content management vendor. Continue Reading
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News
21 Apr 2021
Salesforce Service Cloud to add features, partners
Salesforce will announce partnerships this fall to connect new telephony providers to Service Cloud as contact centers reconfigure their teams for post-COVID-19 work. Continue Reading
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News
19 Apr 2021
Salesforce Digital 360 for Industries adds developer tools
Salesforce Digital 360 for Industries releases developer tools, templates and guides for users to build e-commerce storefronts, webpages and portals on its vertical-specific clouds. Continue Reading
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News
14 Apr 2021
OpenText releases Cloud Editions content services updates
OpenText CE 21.2 includes federated document compliance that extends to Microsoft Office 365, along with a revamped content services platform and other feature releases. Continue Reading
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News
13 Apr 2021
Qualtrics XM/OS ties together experience data for users
Qualtrics releases an 'operating system' to manage and analyze customer and employee feedback data, and AI tools expanded to cover sentiment data and industry-specific scenarios. Continue Reading
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Tip
12 Apr 2021
Sentiment analysis: Why it's necessary and how it improves CX
Sentiment analysis tools are essential to detect and understand customer feelings. Companies that use these tools to understand how customers feel can use it to improve CX. Continue Reading
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Tip
09 Apr 2021
6 ways to use analytics to improve customer engagement
Organizations can delve into customer data to improve interactions, identify gaps and work toward better engagement. Here's how to start out, and how to build on what you have. Continue Reading
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News
08 Apr 2021
Salesforce updates vaccine distribution tool ahead of surge
President Biden moves COVID-19 vaccine availability deadline for American adults to April 19; Salesforce Vaccine Cloud adds asynchronous bookings on more channels to meet surge. Continue Reading
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Tip
08 Apr 2021
10 sentiment analysis tools to consider
Sentiment analysis is a vital component in customer relations and customer experience. Several versatile sentiment analysis software tools are available to fill this growing need. Continue Reading
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News
07 Apr 2021
Microsoft pushes deeper into Dynamics 365 industry clouds
Microsoft's vertical industry strategy keeps pace with similar approaches from Oracle and Salesforce, which strive to woo users on the benefits of their platforms and data models. Continue Reading
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Feature
05 Apr 2021
How post-pandemic B2B e-commerce tech stacks will look
What will B2B e-commerce look like in the post-pandemic world? Experts and tech leaders share how COVID-19 fueled big changes and what's next. Continue Reading
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News
01 Apr 2021
Qualtrics adds XM tools for marketing, service, B2B sales users
Post-SAP spinoff, Qualtrics moves quickly to give B2B sales users -- along with their marketing and customer service colleagues -- new features to sharpen post-pandemic business. Continue Reading
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News
26 Mar 2021
Twilio Segment CEO Peter Reinhardt on the future of CDPs
In a wide-ranging Q&A, Twilio Segment CEO Peter Reinhardt discusses Twilio's $3.2 billion acquisition of the company he co-founded, and the future of CDPs. Continue Reading
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News
24 Mar 2021
Salesforce updates Sales Cloud for remote work
Salesforce created CRM tools for its own sales team's pandemic shift to remote work -- and is rolling out the ones it found most effective to all the platform's users. Continue Reading
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News
24 Mar 2021
Acquia digital experience platform adds CX-friendly tools
After two years of transition, Acquia users get a first glance at how all of its recent acquisitions and product introductions align to build digital experiences. Continue Reading
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News
23 Mar 2021
Optimizely shores up DX platform with Zaius CDP acquisition
CMS and A/B testing vendor Optimizely, formerly Episerver, acquires the Zaius customer data platform to extend digital experience and personalization capabilities. Continue Reading
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News
18 Mar 2021
Adobe courts small businesses with Acrobat Pro package
As the pandemic disrupts paper workflows, Adobe courts small business users with simple webforms, digital signatures and payments integration with their sites and PDF documents. Continue Reading
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News
16 Mar 2021
ServiceMax releases Engage field service management app
ServiceMax Engage app gives users' customers a snapshot of their service contract benefits, and gives users vital updates for asset managements of property in the field. Continue Reading
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News
16 Mar 2021
Salesforce users get Einstein ABM tools for Pardot
Salesforce adds Einstein AI tools for Pardot B2B account-based marketing to enable user sales teams to target entire customer account buying teams. Continue Reading
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Tip
12 Mar 2021
Top 5 personalized marketing examples and their takeaways
Personalization is a marketing tactic that is easy to get wrong. Learn from the best with five examples of successful campaigns that used personalization. Continue Reading
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News
11 Mar 2021
ServiceNow Customer Service Management grows in Quebec
ServiceNow telecom and financial services users targeted for growth as the company expands customer service offering in Quebec, its latest platform release. Continue Reading