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
12 May 2020
Salesforce coronavirus contact tracing platform goes national
Salesforce gets involved in state and local health authorities' coronavirus contact tracing efforts in New York City, Rhode Island, Massachusetts, California and Louisiana. Continue Reading
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Tip
12 May 2020
How speech analytics can benefit call centers
Speech analytics software in call centers helps organizations pinpoint areas of weakness to address in an effort to improve customer experience and efficiency. Continue Reading
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Tip
12 May 2020
4 ways CX is central to digital transformation in retail
Digital transformation initiatives in businesses can help drive sales, increase customer engagement and retention, and improve the customer experience. Continue Reading
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News
08 May 2020
Pega adds unified messaging to customer case management
Pega Customer Service Unified Messaging Edition, built from last year's In The Chat acquisition, adds omnichannel messaging to the company's customer support cloud platform. Continue Reading
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Feature
07 May 2020
Life and business post-COVID-19 for employees and companies
The COVID-19 pandemic has changed how companies interact with both employees and customers. Karl Sharicz offers a look at what he sees from a CX perspective going forward. Continue Reading
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News
07 May 2020
Salesforce Lightning App Builder adds low-code forms features
Salesforce Lighting App Builder will include oft-requested low-code features for building complex forms that previously required developer coding to create and update. Continue Reading
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Feature
06 May 2020
Building a successful CX governance operating model
When developing a CX governance operating model, leaders should consider four key components: people, measurement framework, processes and tools and technologies. Continue Reading
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News
05 May 2020
ServiceNow CSM navigates pandemic, partners with Adobe
ServiceNow connects its Customer Service Management environment to Adobe Experience Manager to improve support experience through deeper personalization. Continue Reading
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News
04 May 2020
Customer service agents, chatbots dial up empathy in pandemic
AI virtual assistants can provide help for embattled customer service agents during the pandemic, but adapting them to changing customer needs and new business models isn't simple. Continue Reading
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News
01 May 2020
Conversational AI to help with high demands in contact centers
Replicant and Nuance Communications have announced tools aimed at curbing the influx of calls during the COVID-19 pandemic, which has limited the number of customer service reps. Continue Reading
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Feature
01 May 2020
3 key training areas for remote sales success
Remote work is easy for some departments, but sales teams may struggle without in-person interactions. Businesses should train sales reps to be successful while working from home. Continue Reading
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Feature
01 May 2020
Email, social media marketing strategies adjust amid COVID-19
Businesses lean on email, social media marketing and softer brand messaging to keep customers engaged while the coronavirus keeps the world quarantined at home. Continue Reading
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News
30 Apr 2020
Live conferences shift to virtual events, yield surprising results
Digital events can't replace live conference experiences, but organizers who quickly shifted to virtual event platforms report surprising benefits and expect to use them long-term. Continue Reading
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Tip
29 Apr 2020
What to consider with the digitization of business processes
Many companies want to go digital, but they shouldn't abandon physical paper. Not everyone can digitize quickly, so it's important to accommodate them in a digital transformation. Continue Reading
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Tip
28 Apr 2020
How businesses can optimize data-driven content creation
The amount of content available on the internet grows every day. It is important for businesses to use data to make sure their content reaches the intended audience. Continue Reading
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Tip
27 Apr 2020
3 tips for adding e-commerce to an existing website
While many businesses realize the necessity for e-commerce functions on their websites, they should be sure to focus on the customer journey and maintaining consistent experiences. Continue Reading
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News
27 Apr 2020
Acquia releases Drupal 9 migration tools
Many Drupal users didn't migrate from versions 7 to 8. Now that 9 is out in beta, Acquia offers a sandbox and assessment tools to move Drupal users into the more secure version 9. Continue Reading
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News
24 Apr 2020
Martech budgets slashed, more layoffs loom amid COVID-19
The COVID-19 economy has hit marketing jobs hard. As spending for advertising and martech stall, layoffs mount and still-employed marketers fear the worst. Continue Reading
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Feature
23 Apr 2020
Educate, empathize in social media strategy during coronavirus
Social media offers an opportunity to connect during a period of isolation, but brands should be careful when adjusting social media strategies. Here are some words of advice. Continue Reading
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Tip
23 Apr 2020
How remote contact centers benefit businesses, employees
As businesses move to remote contact center models amid the COVID-19 crisis, they're finding benefits in the form of real estate cost savings and happier employees. Continue Reading
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Tip
22 Apr 2020
5 email marketing trends to follow in 2020
When done right, email marketing can reach the right customers and be engaging. Organizations should keep email design simple and easy to read and enclose a unique call to action. Continue Reading
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Feature
22 Apr 2020
Coronavirus CX strategy should be flexible, feedback-driven
During the COVID-19 pandemic, businesses should understand customer needs and prepare their customer service employees for remote work as a part of their adjusted CX strategies. Continue Reading
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News
20 Apr 2020
In COVID-19 economy, CX teams shrink despite greater need
B2B companies realign sales and marketing efforts as the COVID-19 economy creates slowdowns and layoffs for some, opportunities and new leads for others. Continue Reading
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Tip
17 Apr 2020
Renewed focus on contact center trends in 2020
As contact centers move from office settings to remote work environments, businesses renew push for sustainable work-at-home programs, enhanced AI and cloud technologies. Continue Reading
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Tip
15 Apr 2020
6 tips for handling emergency calls in contact centers
Many contact centers do not have a procedure for handling emergency calls, but they should. It is important for agents to know how to react to emergency situations. Continue Reading
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News
15 Apr 2020
LogMeIn launches CCaaS platform to complement GoToConnect
LogMeIn releases GoToConnect call center as a service features during a high-demand period for supporting remote customer service work amid COVID-19 stay-at-home orders. Continue Reading
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Feature
13 Apr 2020
4 tips for creating a crisis marketing strategy
With a captive audience at home during the coronavirus crisis, many businesses are rethinking their marketing strategies. Influencer marketing is one route to go. Continue Reading
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Feature
09 Apr 2020
Enterprise search software comparison
Enterprise search has always been both a necessity and a challenge, and vendors have sought to bring improvements to the market by adding AI to their products. Here's an overview. Continue Reading
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News
09 Apr 2020
New OpenText CE apps, services roll out
OpenText containerizes its applications for cloud deployment; adds raft of content services and features for customer experience support, security, and app development. Continue Reading
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Opinion
08 Apr 2020
What to expect from the Salesforce and Tableau integration
The Tableau integration with Salesforce has many users wondering how this will affect its approach to growth and development, and its place in the digital transformation marketplace. Continue Reading
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News
08 Apr 2020
Box Shield adds malware detection
Box Inc. quarantines malware-infected files with features that allow content to be viewed, with admin and security team alerts to address threats before they spread. Continue Reading
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News
06 Apr 2020
Pivot to remote call centers difficult for some; others roll with it
Remote contact center tech easily supports agents working from home, experts say. It's the culture of each team that determines success in the current national health crisis. Continue Reading
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Tip
06 Apr 2020
4 roles of AI in content management systems
Enterprise content management systems employ AI in a number of ways, including chatbots, robotic process automation, enterprise search and content security. Continue Reading
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News
31 Mar 2020
Adobe AI tools coming to Experience Cloud
This year's Adobe Summit, held online, marked the debut of the Adobe Analytics Digital Economy Index, a massively scaled gauge of online purchasing trends. That, and AI tools. Continue Reading
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Tip
31 Mar 2020
Creating digital experiences key to driving exceptional CX
The way in which businesses build digital experiences is ever-evolving. It's a race to create easier-to-use customer interfaces to improve customer experience. Continue Reading
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News
31 Mar 2020
Salesforce Live web series offers tips for uncertain times
Salesforce execs and celebrity speakers deliver advice to help customers rewrite the sales and marketing playbook while working from home during the COVID-19 pandemic. Continue Reading
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Feature
31 Mar 2020
3 ways CRM improves customer experience
To be efficient, businesses need their information in one place. Using a CRM system, companies can improve CX by keeping track of their customers and automating business processes. Continue Reading
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News
26 Mar 2020
Kansas City Royals spin up cloud contact center
The Kansas City Royals closed its offices, but a telephony switch helped the call center address ticket holders' anxieties over baseball games affected by coronavirus shutdown. Continue Reading
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Feature
26 Mar 2020
9 steps for negotiating deals with Salesforce
Understanding the Salesforce fiscal calendar, motivations of sales agents and what your businesses needs from a deal are key steps in negotiating contracts with the CRM giant. Continue Reading
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Feature
26 Mar 2020
Top 3 ways to increase engagement in e-commerce
Engagement is a key component of relationships between customers and businesses, and it is essential for fostering an exceptional customer experience. Continue Reading
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Tip
26 Mar 2020
Tips for creating remote call center programs amid COVID-19 pandemic
To create a sustainable work-from-home contact center program, businesses need to adjust a number of processes, including, hiring, training, supervision and technology. Continue Reading
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News
24 Mar 2020
Zendesk Relater primes customers for remote call center work
Zendesk focuses on fledgling Sunshine and Sell CRM platforms, as well as helping its well-established customer service base switch to remote call center work. Continue Reading
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Tip
23 Mar 2020
Businesses move toward UC and contact center integration
Integrating unified communications and contact center software is trending and it can provide a number of benefits to both business employees and customers. Continue Reading
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Answer
23 Mar 2020
How can a long-tail keyword strategy improve marketing efforts?
Businesses looking to improve their digital marketing efforts might consider a long-tail keyword designed to home in on specific products and services. Continue Reading
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News
20 Mar 2020
Vendors offer free remote work technology for telecommuting
It's more than a marketing ploy: Cloud technology vendors, seeing their own issues enabling remote work, extend paid products to customers for free. Continue Reading
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Answer
19 Mar 2020
What are 4 ways to improve content experience?
Thoughtful presentation of content enables businesses to engage customers. Methods of improving content experience include social media and tailored content. Continue Reading
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News
18 Mar 2020
Box, Dropbox shore up clouds; Box-Microsoft integrations go live
Online document collaboration platforms Box and Dropbox shore up cloud bandwidth, security and customer support as remote work spikes due to coronavirus containment efforts. Continue Reading
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Tip
16 Mar 2020
Tips for call center crisis management amid coronavirus pandemic
Call centers can receive an influx of calls from customers during times of crisis, such as the COVID-19 pandemic. Here are some steps businesses can take handle the call volume. Continue Reading
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News
13 Mar 2020
Direct mail automation spikes in wake of conference cancellations
Marketers are turning to CRM-ready e-gift and direct mail vendors to send postcards and swag boxes to prospective customers they would have met with at canceled conferences. Continue Reading
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Feature
13 Mar 2020
Mystery shopping software key to customer experience management
Businesses use mystery shopping platforms, comment cards, brand reputation management and more to identify customer pain points and improve customer experience. Continue Reading
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News
11 Mar 2020
ServiceNow Orlando update adds tools for human and virtual agents
ServiceNow Orlando update and new partnerships builds on strategy of reaching into new verticals such as telecommunications and banking. Continue Reading
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Feature
10 Mar 2020
Collaboration tools in the workplace boost customer experiences
Collaboration tools improve personal digital experiences internally for contact center agents, marketers and sales pros and externally for customers in an e-commerce environment. Continue Reading
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Feature
09 Mar 2020
Salesforce adds new features to Trailhead Live and Go mobile app
Trailhead Live now features a live chat option and is available on Trailhead Go. While the mobile app fills a need, users still gravitate toward the desktop version. Continue Reading
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News
06 Mar 2020
Amazon chatbots to employ neural networks for CX
Amazon tests neural network bots to help site customers and human agents more quickly identify answers to refund and order-cancellation questions. Continue Reading
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News
04 Mar 2020
Zendesk Sunshine CRM, social media upgrades released
Zendesk upgraded Sunshine CRM and Support platforms to manage digital customer conversations, and added e-commerce tools that enable agents to work through order and payment issues. Continue Reading
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Feature
04 Mar 2020
4 ways to create an effective personalization strategy
Creating a personalization strategy can ensure that businesses offer the best possible experience to customers, with simple yet effective interactions. Continue Reading
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News
28 Feb 2020
Contentful App Framework first major release under new CEO
Contentful CEO Steve Sloan, who joined the company in November after leaving Twilio, discusses the release of App Framework, a bundle of APIs and workflow blueprints. Continue Reading
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News
27 Feb 2020
Aprimo partners with Templafy on digital asset management
The Aprimo Connector for Microsoft Office allows users to streamline data assets through a Templafy connector to applications like PowerPoint and Word. Continue Reading
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News
27 Feb 2020
Salesforce Vlocity acquisition to aid vertical CRM integrations
As Salesforce co-CEO Keith Block steps down, the CRM vendor acquires Vlocity to spur growth in healthcare, energy, media, government, financial services and insurance. Continue Reading
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Feature
27 Feb 2020
5 terms to know before creating a sales enablement strategy
Sales enablement is important for companies to drive efficiency, maintain customer satisfaction and stay organized. Sales enablement uses different tools and strategies to do this. Continue Reading
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News
25 Feb 2020
Adobe Acrobat DC integrates PDF tools inside Google Drive
With new Google Drive integration, Adobe embeds free features for commenting and annotating PDFs inside Google Docs. Acrobat subscribers can create, sign and modify PDFs, too. Continue Reading
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Feature
25 Feb 2020
Salesforce salary survey shows increase in Trailhead use
The annual Mason Frank International survey shows the top two Salesforce certifications are administrator and platform app builder. Trailhead use has also increased. Continue Reading
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Feature
25 Feb 2020
4 digital marketing best practices for businesses
Some digital marketing strategies for reaching customers include creating empathy and trust in marketing campaigns, personalizing content and having an omnichannel presence. Continue Reading
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Tip
25 Feb 2020
4 benefits of business process automation
Companies are automating business processes to improve workflows and use technology effectively. Some benefits of BPA include unified digital experiences and increased organization. Continue Reading
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Tip
21 Feb 2020
AI in customer experience: Key benefits
Incorporating AI in customer interactions enriches the customer experience in multiple ways, builds brand loyalty and boosts efficiency. Learn about three ways AI improves CX. Continue Reading
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News
19 Feb 2020
Salesforce Sydney event moves online amid coronavirus concerns
As coronavirus spreads, Salesforce changed its March 4 live World Tour Sydney conference to a livestream event, citing safety concerns for employees, customers and Trailblazers. Continue Reading
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Feature
19 Feb 2020
CXO role requires tenacity, cross-departmental influence
The CXO role is fairly new to businesses, focusing on customer experience strategies across the entire enterprise. In this Q&A, an executive discusses what makes a CXO successful. Continue Reading
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News
19 Feb 2020
Microsoft CDP leads 400-plus features in Dynamics 365 update
Microsoft's Dynamics 365 2020 Wave 1 release opens up the floodgates for outside data sources connecting to Customer Insights, its customer data platform. Continue Reading
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Quiz
18 Feb 2020
Test yourself on the differences between SharePoint and OneDrive
Businesses use Microsoft SharePoint and OneDrive capabilities for a number of reasons. Test your knowledge on the differences between SharePoint and OneDrive. Continue Reading
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News
17 Feb 2020
Chief experience officers, chief customer officers on rise
Since 2017, more CXOs and CCOs have shown up in Gartner's customer experience management survey. They don't always report to the CMO, but marketing's ownership of CX is growing. Continue Reading
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News
13 Feb 2020
Google's Meena AI chatbot to eventually find its way into CX
Experts say Google's Meena chatbot is a leap forward in conversational AI. But using it for websites and customer service will require all-new deployments and training methods. Continue Reading
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Answer
13 Feb 2020
How does AI in sales improve staff performance?
AI can assist in many aspects of the sales process, including analyzing calls, making employees more productive and retaining talented representatives. Continue Reading
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News
12 Feb 2020
New leadership, new features for LinkedIn Sales Navigator
Sales Navigator adds features to create CRM contacts directly from LinkedIn, and content-tracking tools to see who's reading marketing materials salespeople send to customer leads. Continue Reading
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Tip
11 Feb 2020
5 tips for an effective marketing automation implementation
Successful marketing automation implementations require steps beyond those that go into the usual technology rollouts. Here are some tips to help businesses along the way. Continue Reading
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News
11 Feb 2020
Akeneo rolls out newest version of PIM software
Akeneo PIM version 4.0 features digital asset manager, API-integrated connection modules and AI attribute mapping to better organize enterprise data. Continue Reading
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Feature
10 Feb 2020
Get to know 4 workflow automation tools
Workflow automation can benefit businesses by making manual processes digital, giving employees more time to work on other tasks. Learn more about workflow automation tools. Continue Reading
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News
07 Feb 2020
Salesforce Trailhead Playground launches starter app to help users
The new starter app features tips for new Trailhead Playground users, along with an easier way to install packages from AppExchange and receive login credentials. Continue Reading
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News
07 Feb 2020
New Antavo interactive kiosks push retail loyalty programs
The kiosk features a prize wheel, treasure hunts and themed quizzes to engage and interact with shoppers while promoting in-store loyalty programs. Continue Reading
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News
07 Feb 2020
Google's third-party cookies ban bolsters new data tracking tools
Google will cancel third-party cookies by 2022, and is already eroding their value. Analysts and vendors predict what data strategies and technologies will replace it. Continue Reading
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Tip
06 Feb 2020
Decide if a paywall strategy is right for your business
Organizations that sell content might benefit from a paywall. Here are some questions to ask when deciding if a paywall strategy is right for your business. Continue Reading
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News
06 Feb 2020
Salesforce layoffs hit Customer Success at end of fiscal year
Salesforce, a pioneer in customer success, has laid off what is rumored to be more than 1,000 Customer Success employees. Continue Reading
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News
04 Feb 2020
Experts: Salesforce Evergage acquisition for personalization, not CDP
Salesforce acquires Evergage, which offers personalization and a customer data platform. Analysts say Salesforce bought the tech for the personalization -- not to add to its CDP. Continue Reading
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Answer
03 Feb 2020
What are some benefits of SSO in contact centers?
Contact center agents often need to remember a number of passwords to log in to multiple applications. Single sign-on can alleviate that pain point and increase productivity. Continue Reading
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Tip
03 Feb 2020
Consider content first in a digital transformation
Organizations should think about content and where it will live at the beginning of any digital transformation to avoid headaches and extra work down the road. Continue Reading
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News
31 Jan 2020
Target CIO leads retailer's digital customer experience tech makeover
Target rebuilt its technology stack from the inside under CIO Michael McNamara's watch, and plans to further refine its digital e-commerce experience. Continue Reading
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News
29 Jan 2020
Totango introduces customer success tool Dynamic Assignment
Dynamic Assignment is a new feature in the Totango Spark that allows service providers to quickly sift through customer success managers to find one who will exactly fit a customer's needs. Continue Reading
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News
29 Jan 2020
Endpoint security key asset in $1.42B OpenText Carbonite acquisition
OpenText's chief product officer discusses how the recently acquired Carbonite -- which had recently acquired Webroot -- fits into the content services provider's product roadmap. Continue Reading
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Feature
27 Jan 2020
4 contact center trends that drive customer experience
Modern contact centers are making a variety of improvements, such as incorporating AI and chatbots. Learn about four contact center trends that are poised to improve CX. Continue Reading
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Answer
27 Jan 2020
What's the difference between ECM vs. content services?
Content services platforms are the evolution of enterprise content management systems. Here's what you should know about each technology and how they work. Continue Reading
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News
24 Jan 2020
Retail facial recognition and eye tracking the next tech wave, maybe
Biometric data is the last frontier of the shopping experience, as eye-tracking and facial recognition technologies slowly weave their way into the retail tech stack. Continue Reading
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Tip
24 Jan 2020
IoT and the customer experience: What to expect in 2020
Consumers are finding themselves increasingly surrounded by technology that talks to each other. See how retail is incorporating IoT and affecting customer experience. Continue Reading
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Tip
24 Jan 2020
6 ideas to consider before making a C/4HANA SAP cloud migration
Moving to SAP's C/4HANA platform may lead to improved CX. However, companies should make some considerations before starting an on-premises to SAP cloud migration. Continue Reading
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Feature
22 Jan 2020
5 common call center terms to know
Businesses interact with customers in a variety of ways, including via phone calls and chatbots. Here are some call center terms that define these interactions. Continue Reading
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News
21 Jan 2020
HubSpot adds usability features to Marketing Hub Enterprise
HubSpot launched new features to their Marketing Hub Enterprise tool that focuses on user-friendliness and ability, while maintaining the tool's powerfulness. Continue Reading
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Tip
20 Jan 2020
5 ways a chatbot for the contact center can help workflow
AI and chatbot technology are constantly changing and gaining capabilities. Companies need to determine how to best use chatbots for their contact centers. Continue Reading
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News
16 Jan 2020
Google Cloud retail strategy provides search, hosting, AI for stores
With new Google Cloud Platform tools for retailers, the search giant takes on Microsoft and AWS with its own flavor of AI and promises of better uptime. Continue Reading
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News
15 Jan 2020
Ex-SAP exec steers Episerver CMS toward digital experience market
Alex Atzberger discusses leaving the helm of SAP's CX platform to become Episerver CEO. Now, Episerver looks to reinvent itself as a digital experience platform provider. Continue Reading
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Feature
14 Jan 2020
Software CDP features don't equate to CDP branding
While many tech companies have software with customer data platform attributes, some vendors, such as Salesforce and Oracle, don't put the CDP label on them. Continue Reading
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News
13 Jan 2020
Microsoft, Salesforce, Oracle launch retail customer experience tools
Retailers get new tools from leading customer experience platform vendors to better compete with online-only rivals. Continue Reading
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News
10 Jan 2020
Elastic Path acquires Moltin for headless commerce, microservices
Elastic Path's headless approach to e-commerce takes a step in the SaaS direction as it acquires Moltin, which specializes in microservices to enable online sales. Continue Reading