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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Guest Post
10 Mar 2021
How AIOps investment improves customer service, boosts ROI
Before reaping the benefits of AIOPs -- such as improved customer service and easier collection of customer data -- companies need to determine if it is a good fit. Continue Reading
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Tip
10 Mar 2021
4 tips for creating a personalized marketing strategy
Companies must deliver relevant content and personalize their marketing strategies if they want to see an increase in revenue and brand loyalty. Continue Reading
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News
04 Mar 2021
Sitecore makes personalization, e-commerce acquisitions
Sitecore's $1.2 billion investment plan for cloud modernization kicks off with the acquisition of Boxever and Four51. Continue Reading
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News
03 Mar 2021
Upland Software acquires BlueVenn marketing automation CDP
Upland Software buys BlueVenn customer data platform for $54.3 million in cash, adding to Upland's growing cloud platform of marketing and analytics apps. Continue Reading
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News
02 Mar 2021
Salesforce tackles B2B rebate management automation
Salesforce's tool for manufacturer rebates may have applications in other verticals, as it automates typically spreadsheet-driven processes. Continue Reading
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News
02 Mar 2021
Microsoft Dynamics 365 adds customer journey orchestration
Dynamics 365 users in marketing and sales get CX features forged from the pandemic economy that enable one-to-one digital experiences. Continue Reading
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Tip
01 Mar 2021
The future of personalization in marketing
One-size-fits-all messaging doesn't cut it anymore when it comes to CX. Companies need to personalize their experiences to keep up with the competition. Continue Reading
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News
26 Feb 2021
Salesforce Field Service spring release adds map features
Salesforce dubs pandemic and post-pandemic times 'the appointment economy' for field service operations and builds mobile app features to accommodate it. Continue Reading
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Guest Post
25 Feb 2021
3 ways to attract customers to your online store
Competition among e-commerce companies is high, so marketers must get creative to attract customers. Here are some ways that marketers can generate interest. Continue Reading
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News
24 Feb 2021
Digital queues avert COVID-19 vaccine registration crashes
Q&A with Cloudflare co-founder and CEO Matthew Prince on how digital waiting rooms can help public health agencies register their constituents for COVID-19 vaccinations. Continue Reading
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News
18 Feb 2021
Qualtrics vaccine management gains steam among states
Qualtrics lands Missouri's state vaccine registration site as the voice-of-the-customer tech vendor claims 200 county governments and public health organizations among its users. Continue Reading
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News
18 Feb 2021
Amazon bolsters e-commerce for small business with Selz buy
Australian e-commerce platform Selz may have caught Amazon's attention because it employs Liquid, Shopify's template language, which will simplify migrations. Continue Reading
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Tip
17 Feb 2021
10 lead scoring best practices to improve sales efficiency
Lead scoring helps sales and marketing teams identify which customers to pursue based on a points system. Lead scoring aims to develop sales-ready leads. Continue Reading
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Feature
16 Feb 2021
Email marketing tools sustain old channel with personalization
Email is so 1990s. Yet as a marketing communications channel, it thrives into the 2020s with an assist from personalization technology and customer data platforms. Continue Reading
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Tip
12 Feb 2021
How to craft an effective multichannel marketing strategy
Multichannel marketing strategies enable a company to reach target audiences on their preferred channels, as well as provide a competitive edge compared to other businesses. Continue Reading
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News
10 Feb 2021
Oracle CX updates focus on loyalty tech, B2B selling, service
Oracle releases Fusion Cloud Customer Experience suite updates that include tools for B2B selling, B2B customer service and loyalty programs connected to Oracle CDP data. Continue Reading
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Tip
09 Feb 2021
4 tips for effectively handling emails in a call center
New service channels emerge, but email remains a popular way for customers to contact businesses. Call centers should use the proper email management software and strategies. Continue Reading
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News
08 Feb 2021
Adobe releases headless commerce developer tools
At its developer conference, Adobe debuts Experience Manager features to enable faster headless e-commerce deployments and GraphQL functionality for content personalization. Continue Reading
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Tip
01 Feb 2021
The top real estate CRM software
Today's competitive real estate market highlights the importance of CRM systems that provide listings management and property tracking, as well as typical CRM system features. Continue Reading
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Tip
29 Jan 2021
Empathy in customer experience drives company success
Businesses that encourage employees to use empathy with customers can increase loyalty and satisfaction. Leadership must recognize the importance of empathy in the company. Continue Reading
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Tip
29 Jan 2021
5 ways to improve a customer self-service strategy
In today's digital world, self-service options are a must to inform, engage and retain customers. Here are some ways businesses can improve those self-service options. Continue Reading
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Feature
29 Jan 2021
Top 5 digital experience platforms of 2021
Digital experience platforms are the next generation of web content management systems. Here are five top examples of DXPs for businesses to consider. Continue Reading
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Feature
29 Jan 2021
The 7 most effective ways to connect with customers
Businesses need to prioritize building a connection with customers. By doing so, companies get to know their customers on a personal level and can better serve their needs. Continue Reading
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News
27 Jan 2021
Google DialogFlow CX brings industry-specific chatbots
Google releases DialogFlow CX, a chatbot and voicebot platform geared for multi-channel enterprise customer service. It connects to leading telephony systems. Continue Reading
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Tip
27 Jan 2021
Content management vs. knowledge management: What are the differences?
Knowledge management and content management both deal with creating, managing and distributing. But there are key differences between the two concepts. Learn more. Continue Reading
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News
27 Jan 2021
ServiceNow, Salesforce deliver vaccine management tech
Salesforce releases Vaccine Cloud, tools that enable tracking and distribution of COVID-19 immunizations. ServiceNow also enters the technology space. Continue Reading
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Feature
27 Jan 2021
How to create a customer satisfaction survey
Businesses need to have a plan in place before sending out customer satisfaction surveys. Acting on customer feedback is just as important as collecting it. Continue Reading
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Tip
26 Jan 2021
Why your business needs to consider cloud-based ECM
Cloud-based apps offer a variety of benefits, including easier IT management and remote access. Evaluate the benefits of cloud-based ECM to determine whether it's a good decision. Continue Reading
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News
21 Jan 2021
Acquia launches headless commerce integration
Acquia adds cloud e-commerce to its expanding digital experience platform via tight integrations with Lucidworks' AI-assisted product recommendation engine and Commercetools' headless commerce. Continue Reading
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News
21 Jan 2021
AWS contact center AI services expand to Salesforce, Avaya
Cloud contact center vendors that compete with Amazon Connect for customers will push AWS AI-powered intelligent search, speech recognition and language processing services. Continue Reading
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Guest Post
19 Jan 2021
What the loss of third-party cookies means for IT departments
Due to browsers and companies making it all but impossible to use third-party cookies, companies should consider a strong foundation of customer data to stay relevant. Continue Reading
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Tip
19 Jan 2021
What is the future of ECM?
ECM isn't dead; it has evolved from a technology into an approach. Learn about the history of the ECM and look forward into the future of ECM and content services. Continue Reading
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News
19 Jan 2021
Data privacy law is coming, big tech privacy officers say
At the digital CES 2021 event, privacy leaders at Google, Twitter and Amazon said the time is right for a data privacy law. Continue Reading
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Guest Post
19 Jan 2021
Would your customer experience strategy survive 'Shark Tank'?
Bob Azman identifies what customer experience professionals need to do to get C-suite buy-in and investment support for their customer experience initiatives. Continue Reading
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News
14 Jan 2021
Capitol riots spark e-commerce terms of service enforcement
Shopify, Salesforce and Google take action in wake of Capitol riots, as adware and customer experience platforms play an uncomfortable role in political events and discourse. Continue Reading
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News
13 Jan 2021
National Retail Federation tackles political unrest, COVID-19
Retailers at NRF discuss COVID-19 operations and how they changed retail forever. Also: the technologies that keep customer experience consistent during supply-chain disruptions. Continue Reading
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News
12 Jan 2021
Pegasystems acquires Qurious.io for Pega Customer Service
Pegasystems acquires Qurious.io for its customer service-oriented AI, natural language processing and self-service automation tools. Continue Reading
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News
11 Jan 2021
Salesforce Ventures tops $3 billion invested
Salesforce Ventures continues to invest heavily in partners to help build out its platform as the pandemic evolves customer needs. Q&A with managing partner Matt Garratt. Continue Reading
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Feature
31 Dec 2020
The psychology of UX design: How design affects CX
In her book, '100 Things Every Designer Needs to Know About People, 2nd Edition,' Susan Weinschenk explains how UX design relies on psychology to improve customer experiences. Continue Reading
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Tip
29 Dec 2020
How the Salesforce-Zoom integration benefits sales
Video conferencing is now the primary form of communication for sales and marketing teams that rely heavily on meetings. The Salesforce Zoom integration increases efficiency. Continue Reading
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News
23 Dec 2020
Salesforce's acquisitions lead CX tech buying spree in 2020
Most CX vendors acquired new companies to enhance their platforms, none bigger than Salesforce buying Slack. Facebook's Kustomer buy might be the most intriguing. Continue Reading
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Feature
23 Dec 2020
Customer data platforms dominate CX technology headlines
As the tech titans release their CDPs, it raises a question: Can this technology save itself from becoming another data silo in the marketing stack? Continue Reading
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News
22 Dec 2020
Content drives new B2B e-commerce
COVID-19 forced B2B e-commerce companies to create and enhance new revenue pathways. Two Sitecore users share how investments in digital experiences kept their companies rolling. Continue Reading
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News
16 Dec 2020
Social media data practices land in FTC crosshairs
The Federal Trade Commission is seeking information on how social networking giants like Facebook, Twitter and YouTube collect and use consumer data. Continue Reading
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Feature
11 Dec 2020
10 Dreamforce to You 2020 sessions for sales managers
DreamTX -- part of the Dreamforce to You 2020 lineup -- will offer a variety of relevant sessions for attending sales managers. Here's a peek at 10 of those sessions. Continue Reading
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Feature
10 Dec 2020
Why customer-centric design is crucial for CX
In her book, '100 Things Every Designer Needs to Know About People,' Susan Weinschenk talks about why it is important for companies to know their audience to better design for them. Continue Reading
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Guest Post
10 Dec 2020
Prioritize human-centric CX and EX to survive the pandemic
Ricardo Saltz Gulko breaks down why businesses should consider a human-centric approach to employee and customer experience, and provides six principles upon which to do so. Continue Reading
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Feature
10 Dec 2020
Standalone customer data platforms weather big competition
Standalone CDP vendors got a years-long head start on Microsoft, Oracle, Salesforce, SAP and Adobe. They stand firm in a year when online channels stayed open during the pandemic. Continue Reading
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Tip
07 Dec 2020
Why companies shouldn't overlook mobile customer engagement
Companies that have a mobile customer engagement strategy can improve personalization, connect with customers over various channels and provide an easy buying process. Continue Reading
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News
02 Dec 2020
Salesforce workflow automation tools, Hyperforce debut
Salesforce delivers new Einstein workflow automation tools and unveils what it calls the most significant tech advancement in the company's 21-year history. Continue Reading
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News
02 Dec 2020
Salesforce adds customer service management features
Salesforce adds AI-powered features to enable contact center workforce management and agent staffing models for call volume, as well as email and messaging channels. Continue Reading
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News
01 Dec 2020
Salesforce to acquire Slack for $27.7 billion
Salesforce acquired the Slack messaging platform for $27.7 billion. Experts weigh on in what Slack would bring to the Salesforce platform. Continue Reading
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Tip
30 Nov 2020
10 technologies to transform customer experience in 2021
AI-powered technologies such as sentiment analysis, chatbots and real-time transcription can help customer service organizations improve the customer experience. Continue Reading
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Tip
24 Nov 2020
Transactional vs. relationship marketing: Key differences
Some companies thrive on building strong relationships with customers, while others want to make a sale without long-term commitment. Either way, the business needs a strategy. Continue Reading
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Tip
24 Nov 2020
5 best practices to complete a SharePoint Online migration
Moving from an on-premises system to SharePoint Online offers businesses new capabilities, such as Power Suite and site analytics. These best practices can help with migrations. Continue Reading
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News
24 Nov 2020
Adobe CDP adds B2B-friendly features
Adobe CDP customers will get new features in 2021 that create workflows for marketing teams and connect to popular B2B marketing platforms -- starting with its own Marketo Engage. Continue Reading
- E-Zine 17 Nov 2020
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Tip
17 Nov 2020
6 demand-generation strategies to drive business
Among the demand-generation activities to increase awareness of a business's products and services are creating buyer personas and investing in content creation. Continue Reading
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News
17 Nov 2020
Salesforce Customer 360 Truth services go live
Salesforce releases a new bundle of services which includes ID management, privacy, security and compliance tools for Salesforce users' customers and employees. Continue Reading
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Guest Post
16 Nov 2020
5 important questions to ask potential ECM solution partners
It's critical to select the right enterprise content management partner, so Bob Estes has several questions CIOs should ask around cloud support, data protection, integrations and more. Continue Reading
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News
12 Nov 2020
Salesforce Revenue Cloud bolsters B2B e-commerce workflows
Salesforce, moving deeper into revenue ops, releases Revenue Cloud. It enables B2B digital sales with new pricing, billing and contracting models, as well as revenue forecasting. Continue Reading
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Feature
11 Nov 2020
Customer data platform tools push personalization, privacy
Evolving CDPs help companies unify the flood of consumer data collected from disparate sources, resulting in better customer insights and compliance with privacy regulations. Continue Reading
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News
10 Nov 2020
Adobe to acquire Workfront for $1.5 billion
Adobe plans to acquire Workfront for $1.5 billion to gain ground in the customer experience management market. Continue Reading
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Feature
10 Nov 2020
How listening to the voice of the customer benefits businesses
Karen Mangia's book, 'Listen Up! How to Tune In to Customers and Turn Down the Noise' talks about the importance of listening to the voice of the customer in the business world. Continue Reading
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News
10 Nov 2020
Zendesk, WhatsApp cozy up with co-development partnership
Zendesk and WhatsApp team up to break bottlenecks in customer service conversations over Facebook messaging apps -- including Instagram -- by building it into Zendesk Support. Continue Reading
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Feature
09 Nov 2020
7 ways to avoid remote work burnout in call centers
Many factors contribute to remote work burnout, including juggling too many tasks, isolation and a work-life balance. Here are some tips for managers to help minimize burnout. Continue Reading
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News
09 Nov 2020
Oracle CX suite adds tools for sales teams, digital commerce
Oracle tackles sales rep and e-commerce experience in the latest update to its CX application stack, retuned for the pandemic's remote-work and digital sales uptick. Continue Reading
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News
06 Nov 2020
Adobe forges data partnerships for Experience Platform
Adobe adds bidirectional feeds to Experience Platform to manage post-sale customer data from third-party sources such as customer service and loyalty program platforms. Continue Reading
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News
05 Nov 2020
SAP customer data platform strategy comes into focus
SAP acquires Emarsys, which has a CDP included in its customer experience data handling toolbox. SAP execs shed light on how it will fit in with the company's own CDP. Continue Reading
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News
05 Nov 2020
SAP CX application stack grows with addition of Emarsys
SAP scoops up a marketing automation platform with CDP capabilities, as well as personalization and the ability to reach customers across digital channels. Continue Reading
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Guest Post
03 Nov 2020
Consider adopting extended reality for improved CX
Research shows that consumers are ready for extended reality when it comes to interacting with brands. Jason Cottrell explains why now is the time to consider adopting XR and AR. Continue Reading
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Feature
02 Nov 2020
How to write a marketing email: 10 tips
There are a number of components that make up a compelling marketing email, including content readers want, photos and videos, calls to action and mobile optimization. Continue Reading
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Guest Post
02 Nov 2020
Build trust in technology by reimagining customer experiences
During this uncertain time created by the pandemic, brands that win their customers' trust and add value through services will stand head and shoulders above the competition. Continue Reading
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News
02 Nov 2020
Twilio's Segment acquisition recasts UCaaS vendor as CX
Twilio, a contact-center-friendly UCaaS vendor, has completed the purchase of the Segment CDP for $3.2 billion in stock. Together, experts said, they could challenge Microsoft, Salesforce and Oracle. Continue Reading
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Feature
30 Oct 2020
How to navigate video conference recording privacy
Video conferences are convenient for companies whose employees are working remotely due to COVID-19, but now they must determine how to deal with recording and privacy concerns. Continue Reading
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News
30 Oct 2020
Holiday e-commerce set to surge
Adobe looks at e-commerce trends to predict holiday buying, while Salesforce surveys thousands of B2B buyers and consumers about what motivates their buying choices. Continue Reading
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Guest Post
30 Oct 2020
Create a customer experience strategy before tech investment
Align customer expectations with your customer experience strategy before making any investments in CX technology. Bob Azman has 10 questions to ask yourself before making any moves. Continue Reading
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Feature
29 Oct 2020
Why social media is key to collecting customer feedback
Social media offers companies a way to hear opinions about their products, as well to interact with customers to improve CX. Businesses must know how to gather and use feedback. Continue Reading
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News
29 Oct 2020
Oracle CX targets communications industry with new apps
Oracle moves into vertical-specific digital experience customizations, starting with Oracle Digital Experience for Communications, with more to come. Continue Reading
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Tip
28 Oct 2020
5 benefits of developing diversity in customer service
Creating an environment of diversity and inclusion within customer service teams is essential in today's market. Here are some ways that businesses can benefit. Continue Reading
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Feature
28 Oct 2020
Baseball team digitizes media, uses AI to uncover metadata
The San Francisco Giants' digitization and metadata tagging project helps the baseball organization revisit old content and deliver history to engage fans. Continue Reading
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Feature
28 Oct 2020
Headless CMS powers personalized, omnichannel e-commerce
As the headless CMS gains steam, understand why e-commerce companies are the most likely ones to reap the benefits and what trends are driving its adoption. Continue Reading
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News
26 Oct 2020
OpenText cloud suite adds developer, experience features
OpenText releases Cloud Edition 20.4, which gives users more development tools. It also adds applications to OpenText's burgeoning digital experience platform. Continue Reading
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Guest Post
26 Oct 2020
Mobile wallet mania: Contactless payments are here to stay
The COVID-19 pandemic has affected a lot of B2C industries and one aspect of customer experience that is likely permanently shifting is the increase in mobile wallet adoption. Continue Reading
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Feature
26 Oct 2020
SharePoint Syntex automatically uncovers document metadata
AI can help organizations automatically uncover metadata and tag documents. Discover how Microsoft's SharePoint Syntex achieves this using machine learning and machine teaching. Continue Reading
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News
23 Oct 2020
Hyland acquires Alfresco ECM, content services
Hyland scoops up Alfresco in a CMS market consolidation. An expert says it's a good fit because Hyland's platform needs the accelerated cloud modernization that Alfresco can provide. Continue Reading
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Feature
23 Oct 2020
A breakdown of inbound marketing vs. demand generation
Inbound marketing and demand generation are easy to confuse, but they are different. While inbound marketing is marketing-centric, demand generation tends to be more sales-centric. Continue Reading
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News
22 Oct 2020
CEOs discuss Twilio's Segment customer data platform buy
Twilio plans to acquire Segment's customer data platform for $3.2 billion. The CEOs for both companies discuss the deal and 'the great digital acceleration' caused by COVID-19. Continue Reading
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Infographic
21 Oct 2020
The evolution of customer service
Today's customer service meets the consumer where and when it is convenient for them, with multiple contact channels, self-service and always-on coverage. Continue Reading
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News
20 Oct 2020
Salesforce Work.com gets customer, employee experience tools
Salesforce continues to build out Work.com as a place for broadcasting pandemic-specific employee and customer communications, as well as to enable remote work. Continue Reading
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Feature
20 Oct 2020
Choosing the right collaboration suite for business
Collaboration suites are an essential component of remote work, enabling teamwork throughout a distributed enterprise. Decide which option is best for your organization. Continue Reading
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News
20 Oct 2020
Acquia Drupal, Marketing Cloud get feature boosts
Acquia users get Drupal migration tools and marketing automation features built with technology from recent acquisitions as the company expands its digital experience platform. Continue Reading
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Tip
19 Oct 2020
How automated content tagging improves findability
Companies that use AI to automatically tag their metadata can improve findability of content across the entire organization. AI tagging vendors can help businesses get started. Continue Reading
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Guest Post
14 Oct 2020
How to build a world-class customer experience system, part 2
Building off the previously discussed foundation, Megan Burns explains what's needed to complete an XM system: diagnostic guidelines, micro-design process and rollout infrastructure. Continue Reading
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News
14 Oct 2020
SAP CDP the latest customer data platform on a crowded block
SAP released a customer data platform, following its CX platform competitors Microsoft, Salesforce, Adobe and Oracle. The SAP CDP extends outside of the common marketing use case. Continue Reading
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Tip
13 Oct 2020
5 digital customer experience trends for businesses to consider
Improving digital CX is important in a market cluttered with choices for the customer. Here are some trending strategies to help businesses enhance their offerings. Continue Reading
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Feature
08 Oct 2020
Call center customer experience ROI is more about metrics
When measuring contact center ROI, don't get caught up in dollar signs. Focus on CX metrics, including the length of customer calls, wait times and net promoter scores. Continue Reading
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News
08 Oct 2020
Hyland Software CEO discusses Alfresco, RPA, blockchain
Hyland moves on incorporating Another Monday RPA, Learning Machine blockchain credentials into its platform. Alfresco integration waits in the wings as acquisition closes. Continue Reading
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News
08 Oct 2020
Twilio adds video developer tools, field service app, Flex apps
The developer-centric UCaaS vendor Twilio offers users new tools to support video chat, field service workers and aggregation of customer activity data. Continue Reading
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News
06 Oct 2020
Pega Value Finder marketing tool uses AI to find segments
The Pega Customer Decision Hub adds an AI tool for marketers to uncover new customer segments and test campaigns for audiences that humans may have written off as not viable. Continue Reading
