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
25 Sep 2019
Alfresco cloud services aimed at business customers
Alfresco toes the line of open-source lineage while wooing new business customers with a suite of tools simplifying workflow customization as well as managed services. Continue Reading
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Answer
25 Sep 2019
Which will come out on top: Microsoft SharePoint or OneDrive?
Document collaboration and versioning are key functions in many workplaces. Learn how Microsoft SharePoint and OneDrive work together to make this happen. Continue Reading
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News
24 Sep 2019
Microsoft challenges Amazon with Dynamics 365 Commerce
Microsoft broadens Dynamics 365 retail apps suite by introducing an e-commerce platform, as well as tools to track product data and intermingle physical and online retail data. Continue Reading
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News
24 Sep 2019
Salesforce rolls out new security add-on for Quip
The new security add-on, called Quip Shield, offers encryption and customization capabilities tailored to companies' specific security and compliance needs. Continue Reading
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Feature
23 Sep 2019
Martech strategy, Agile marketing are trends to follow
As the marketing model changes, businesses can adopt thousands of different marketing technologies to better reach customers and improve customer experience. Continue Reading
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News
23 Sep 2019
Icelandair turns to headless CMS to improve CX
The right CMS makes a big difference for CX, so Icelandair moved off its on-premises content server to a headless CMS – with one layover on a cloud CMS that wasn't quite right. Continue Reading
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News
20 Sep 2019
Microsoft 365 Business update targets nonprofits
Microsoft announced this month that it is releasing new updates and offerings for nonprofits, addressing concerns customers had over cost, cybersecurity and user training. Continue Reading
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Tip
19 Sep 2019
Businesses can achieve 360-degree customer view using AI
AI can be a powerful tool to analyze large amounts of customer data and improve CX. Here are some areas in which AI can be of assistance in your organization. Continue Reading
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News
18 Sep 2019
Oracle CDP moves beyond marketing data
As digital advertising and marketing leaders dig in on the importance of the CDP, others aren't so sure they need yet another tool to support and secure customer data. Continue Reading
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News
18 Sep 2019
Nintex launches no-code workflow automation tool
Nintex has launched a no-code workflow automation tool, Workflow Generator, in an effort to bridge the gap between IT departments and process experts. Continue Reading
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News
18 Sep 2019
Salesforce search about to get smarter with Einstein AI
Salesforce will add Einstein AI to its cloud search functionality in hopes of better assessing context, personalization and reducing false hits for end-user queries. Continue Reading
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Answer
17 Sep 2019
How can customer relationship metrics benefit CX?
Companies often look at customer relationship metrics to determine how customers feel about a brand. Here are examples of how to obtain and use information to qualify customer relationships. Continue Reading
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News
17 Sep 2019
Oracle CX Unity goes live, adds voice to digital assistant
As Oracle CX Unity arrives, analysts debate whether it will be an upsell to current Oracle customers, or a challenger to Adobe, Salesforce and SAP CX platforms. Continue Reading
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News
16 Sep 2019
Nectar launches Customer Experience Assurance platform
The new product includes features like auto-discovery and real-time alerting intended to enable contact center teams to test and discover network issues in a timely manner. Continue Reading
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News
12 Sep 2019
Oracle CDP coming in CX Unity, along with video cloud
Oracle goes after Adobe and other CX platform vendors with new CDP-oriented sales, marketing, e-commerce and service hub, and adds a video platform to CX Unity. Continue Reading
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Feature
12 Sep 2019
Upselling customers adds ROI gold to contact center channels
AI, analytics and customer service technologies can predict behavior and secure brand loyalty, but generating impulse buys adds a new ROI wrinkle to the evolving contact center. Continue Reading
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News
11 Sep 2019
Security, management updates made to LogMeIn Bold360
LogMeIn has updated the search optimizer, monitor view and workload organization features in its live agent and chat bot customer engagement and AI software platform Bold360. Continue Reading
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News
11 Sep 2019
Cohesion is latest Acquia acquisition
While Acquia would not provide specifics of the deal, the decision behind the acquisition of Cohesion was the chance to bring more value to customers, according to Acquia's CTO. Continue Reading
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Feature
11 Sep 2019
How business messaging benefits customer experience
Who wants to call a company and wait on hold? Or, worse, send an email and wait for a response? Business messaging can avoid these hang-ups and help brands improve all stages of CX. Continue Reading
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News
11 Sep 2019
Adobe brings graph database to customer journey touchpoints
With a graph database to track touchpoints from different devices -- and a Photoshop-esque interface -- Adobe Customer Journey Analytics avails data science tools to marketers. Continue Reading
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Tip
10 Sep 2019
4 ways customer feedback benefits marketing strategies
Leela Srinivasan of SurveyMonkey offered tips on using customer feedback data to inform enterprise marketing strategy during a session at Inbound 2019. Continue Reading
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Tip
09 Sep 2019
3 things to learn before considering blockchain integration
Paul Swider, CTO at RealActivity LLC, discusses how to use blockchain technology to increase the security and usefulness of transaction software during a presentation at SPTechCon 2019. Continue Reading
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News
06 Sep 2019
HubSpot Marketplace updated to get free CRM users to buy apps
HubSpot introduces new features to marketing automation and CRM platform, and revamps its apps marketplace in hopes of driving revenue from newfound free-CRM customers. Continue Reading
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Tip
06 Sep 2019
Humor in marketing can engage, retain customers
Humor can be a powerful marketing weapon -- when used correctly. Here are some tips and examples that businesses can use to better connect with customers. Continue Reading
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Tip
04 Sep 2019
The difference between autodialers and predictive dialers
Some people don't know that a predictive dialer is a type of autodialer. There are, in fact, five broad categories of autodialers contact centers need to know about. Continue Reading
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News
04 Sep 2019
Microsoft PowerApps pricing proposal puts users on edge
Microsoft's PowerApps pricing changes, expected to take effect in October, could make them too expensive for some users who connect to data outside of SharePoint and Dynamics. Continue Reading
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Feature
03 Sep 2019
Organizations reap benefits of mobile CRM apps
Salesforce now offers organizations such as Cornell University the ability to render CRM systems as apps, making it easy to manage students and faculty at a number of colleges. Continue Reading
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News
30 Aug 2019
CleverTap, Phiture launch customer engagement analytics framework
AIC framework for customer experience analytics, developed in collaboration between CleverTap and Phiture, promises to give marketers actionable insight and improve CX. Continue Reading
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News
29 Aug 2019
Nuxeo Content Services Platform updates bring flexibility
Nuxeo updated its content services platform to expand its reach and flexibility with other services. The Nuxeo platform now includes support for Sitecore, Aspera and more. Continue Reading
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Answer
28 Aug 2019
Learn how to build a Salesforce app in 4 steps
Salesforce users can follow these steps to create sophisticated codeless apps that integrate the Next Best Action feature using the Lightning App Builder. Continue Reading
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News
28 Aug 2019
RollWorks updates its account-based marketing platform
New RollWorks features include account suggestions, Salesforce syncing and account groups to better align sales and marketing teams' efforts for potential customers. Continue Reading
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Tip
28 Aug 2019
8 live chat best practices for organizations to consider
Organizations find that live chat can be a means to improve customer experience -- when implemented correctly. Here are some best practices to put into action. Continue Reading
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Feature
27 Aug 2019
SAP CX tools evolve in the face of data privacy, AI
'Experience data' from Qualtrics will help SAP boost its customer experience offerings. The company is also considering how AI can help and where privacy concerns fit into the CX landscape. Continue Reading
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News
27 Aug 2019
Cisco to acquire CloudCherry for contact center CX
Cisco plans to integrate CloudCherry's customer experience software with its contact center offerings. The acquisition is expected to occur by the end of October. Continue Reading
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Tip
26 Aug 2019
5 tips for designing a personalization strategy
Companies using digital need some kind of personalization strategy to succeed. These five tips will help you use personalization engines to improve content management processes. Continue Reading
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News
22 Aug 2019
SAP Product Content Hub underpins CX initiatives in C/4HANA
SAP SaaS tool integrates AI, APIs for pushing updated product content to e-commerce sites. It also gives sales, marketing and service teams using C/4HANA access to the content. Continue Reading
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News
22 Aug 2019
Box Shield adds tighter controls for content sharing
New Box security features enable file- and folder-level access control, while admins and security staff get machine-learning tools to discover and investigate anomalous activity. Continue Reading
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News
21 Aug 2019
Salesforce DNSSEC project aims to boost site security, speed, uptime
Salesforce, which juggles multiple DNS providers to serve customers while complying with global data-privacy regulations, spearheads new DNS models to enable deeper encryption. Continue Reading
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News
20 Aug 2019
Evergage launches Data Warehouse, a BI analytics product
Data Warehouse, Evergage's new BI analytics product, is designed to collect and analyze customer data in an effort to provide more information and analysis to business analysts. Continue Reading
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News
19 Aug 2019
LivePerson Inc. adds new capabilities to Maven AI
Maven AI's updates are aimed at enabling new conversational commerce use cases. The new capabilities include Maven Assist, Maven AI-Powered Routing and Maven Developer APIs. Continue Reading
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Tip
19 Aug 2019
5 digital customer experience technologies for a winning strategy
A strong digital CX strategy can help improve customer experience, drive revenue and reduce costs. Evaluate these five pillars to help you along your journey. Continue Reading
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Tip
19 Aug 2019
10 things to know about Google Cloud Contact Center AI
Google has partnered with more than 90 different companies to roll out its contact center AI. This article lists 10 important things you need to know about the program. Continue Reading
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Answer
19 Aug 2019
How can businesses use shoppable content?
Shoppable content can be found within a number of digital experiences, including blogs, photos, videos, photo captions and social media. Here's what you need to know. Continue Reading
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News
16 Aug 2019
Upgrades to Nintex Forms simplifies electronic form creation
The new form designer by Nintex brings user-friendly capabilities to Nintex Forms for both electronic form creation and data collection processes. Continue Reading
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Feature
16 Aug 2019
To predict customer buying behavior, stop, look, listen, analyze
Determining customer wants and needs to devise personalization strategies based on that data takes advanced technologies and the old-fashioned direct approach. Continue Reading
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Feature
16 Aug 2019
Customer personalization relies on tools, tactics, metrics
Measuring the success of personalized engagements across multiple channels and making adjustments can help improve CX, differentiate offerings and increase sales. Continue Reading
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News
16 Aug 2019
Marketing, sales tighten in LinkedIn Sales Navigator features update
Lead lists and content-sharing features added to LinkedIn Sales Navigator give frontline salespeople more leads -- and more tools to engage them. Continue Reading
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News
15 Aug 2019
Metadata.io updates boost marketing personalization, automation
Updates to Metadata's AI marketing platform include new usability features and improved automation to bolster its marketing personalization to target new and existing clients. Continue Reading
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News
15 Aug 2019
Salesforce-SNHU partnership helps students earn college credit
A new partnership between Salesforce and Southern New Hampshire University enables students to earn college credit by completing guided learning modules through Trailhead. Continue Reading
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Answer
14 Aug 2019
Digital CX vs. customer experience: What's the difference?
While similar, digital CX and customer experience are different. The former focuses on digital communication tool experiences, while the latter is the overall brand perception. Continue Reading
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Feature
13 Aug 2019
Princess Cruises puts real-time customer experience into action
The Ocean Medallion provides real-time CX to passengers on Princess Cruises. The technology enables vacationers to automatically open stateroom doors, locate companions and more. Continue Reading
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News
12 Aug 2019
Conversica AI platform receives upgrades for productivity
Conversica's AI platform, Conversica AVA.ai, received upgrades that are intended to personalize communication with customers and improve productivity. Continue Reading
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Guide
12 Aug 2019
Customer data management tools shape personalization, boost CX
In this guide, learn about the many tools, including customer data platforms, that collect and analyze data from disparate sources and provide a single, 360-degree customer view. Continue Reading
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Feature
12 Aug 2019
8 steps to building a website taxonomy
Building a website taxonomy can help make website content better categorized and more easily searchable by users. Here are eight steps to building your own website taxonomy. Continue Reading
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News
09 Aug 2019
PromoteIQ acquisition diversifies Microsoft Advertising platform
Microsoft expands its advertising platform to vendor marketing with the PromoteIQ acquisition. Continue Reading
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News
09 Aug 2019
Planned $1.35B Salesforce ClickSoftware buy beefs up field service
Salesforce's ClickSoftware acquisition is aimed at improving Salesforce's field service management offering against SAP and Oracle. Continue Reading
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Tip
09 Aug 2019
5 Gen Z marketing trends for businesses to consider
Those born after 1995 are driving trends online for themselves and older generations. These shared experiences are important for marketers to understand. Here are some tips. Continue Reading
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News
06 Aug 2019
Twilio Conversations, SendGrid Ads broaden cloud CX platform
Twilio extends its customer communications platform to support MMS, SMS and WhatsApp chat, as well as to support ad campaigns for Facebook, Instagram and YouTube. Continue Reading
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News
06 Aug 2019
Force Marketing introduces platform for personalized marketing
Drive by Force Marketing is a personalized marketing video platform for car dealerships to increase engagement with returning and prospective customers. Continue Reading
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News
06 Aug 2019
CX product changes on tap at Salesforce, LogMeIn, Adobe
CX products to watch for the rest of 2019: Adobe's planned CDP offering, Salesforce features from the Tableau acquisition and LogMeIn's AI-powered agent-assist tools. Continue Reading
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Answer
05 Aug 2019
How do headless e-commerce platforms work?
A headless e-commerce platform is a cloud-based service that can connect e-commerce activities and functions to mobile apps and third-party applications. Here's how it works. Continue Reading
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Tip
05 Aug 2019
7 ways to improve your retail sales
Retailers, especially traditional brick-and-mortar retailers, need to throw caution to the wind and follow these seven tips to spur sales and provide remarkable retail. Continue Reading
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Tip
02 Aug 2019
5 reasons why content marketing fails
Content marketing strategies can fail for a variety of reasons, such as refusing to learn more about your customers. Here are five ways content marketing strategies can fail. Continue Reading
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News
31 Jul 2019
Adobe Experience Platform adds features for data scientists
New Adobe analytics features Query Service and Data Science Workspace are generally available on the Adobe Experience Platform after being announced in beta almost a year ago. Continue Reading
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Podcast
31 Jul 2019
How a punk rocker would go about simplifying CX
When the tech stack and measurement metrics overcomplicate CX, destroy it like a punk rocker, U.K. author Adrian Swinscoe suggests in this 'Pipeline' podcast interview. Continue Reading
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Tip
31 Jul 2019
5 reasons why businesses continue to see the value of SharePoint
Though Microsoft has added new features to Office 365 -- replacing some SharePoint functions -- many businesses still choose to cling to the legacy system. Continue Reading
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News
30 Jul 2019
Adobe Sign for small businesses supports SMB digitization
To offer a simpler e-signature software, Adobe introduced Adobe Sign for small businesses. Continue Reading
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Answer
26 Jul 2019
How do customer service and customer success differ?
Tripped up on the difference between customer service and customer success? In short, service is reactive and success is proactive, but both aim to solve problems for the customer. Continue Reading
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Feature
26 Jul 2019
Businesses use AI to improve customer experience
Chatbots, virtual agents, computer vision and other AI-related technologies on display at a recent tech conference are being used to improve customer experience. Continue Reading
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Guide
25 Jul 2019
Customer service technologies revolutionize CX engagements
This Essential Guide examines the strategic and multidimensional role customer service and its technologies now play in personalized customer experiences over multiple channels. Continue Reading
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News
25 Jul 2019
Increases expected from new Microsoft Dynamics 365 pricing
Microsoft's move to a la carte pricing for Dynamics 365 could lead to higher costs for some customers. The new pricing plan takes effect Oct. 1. Continue Reading
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Tip
24 Jul 2019
Customer success strategies stoke CRM engagement
Salesforce and other CRM providers use active customer service to increase customer engagement, solve concerns, train users and -- eventually -- bring in repeat business. Continue Reading
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News
24 Jul 2019
Salesforce Essentials adds direct messaging channels, telephony
Salesforce expands its small-business offering with tools to facilitate customer conversations on Facebook Messenger, Instagram, YouTube and web chat. Continue Reading
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News
24 Jul 2019
Litmus email platform adds cloud integration, privacy protection
The Litmus update enables marketers to import email files from cloud storage services -- including Dropbox, Google Drive and Microsoft OneDrive -- and adds privacy protection. Continue Reading
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Tip
23 Jul 2019
5 tips to improve personalization with machine learning
Personalization engines use machine learning to optimize content for individual customers. Here are some tips on how your business can improve personalization. Continue Reading
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News
22 Jul 2019
Investis Digital Connect.ID, a CMS suite, launched
Connect.ID is composed of Connect.ID Platform and Connect.ID Intelligence. It is designed to enable enterprises to build business websites more efficiently. Continue Reading
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Tip
22 Jul 2019
3 ways snackable content creates relevant digital experiences
Businesses can deliver snackable content through contextual commerce, content as a service and digital twinning to create innovative digital experiences. Continue Reading
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Tip
17 Jul 2019
Customer service vs. customer experience: What's the difference?
Customer service is an age-old concept, but where does it fit into the customer experience? Here's how the two are different and where they intersect. Continue Reading
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Feature
16 Jul 2019
Customers stay connected with Talkdesk 100% uptime SLA
Talkdesk customer Cognosante sees 50% cost savings after switching to the vendor's contact center software and, so far, has seen no interruptions in service. Continue Reading
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Tip
16 Jul 2019
3 call routing methods to consider in your contact center
Contact center call routing methods include next-available agent, skill-based and predictive; however, each strategy has pros and cons. Learn what is best for your business. Continue Reading
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Feature
16 Jul 2019
SEC's iXBRL requirements met with optimism -- and trepidation
Compliance with the SEC's new Inline XBRL requirements will change financial reporting processes. The benefits are there, but not everyone is optimistic about the change. Continue Reading
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News
16 Jul 2019
Alfresco cloud migration service moves content off premises
With new cloud migration services, Alfresco promises to move content from IBM, SharePoint, Documentum and other legacy ECM systems to its cloud platform in a matter of weeks. Continue Reading
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Tip
15 Jul 2019
Using AI in content creation can streamline publishing
Companies using AI in content creation can generate short-form material automatically, which frees up humans to handle more complicated tasks. But there can be drawbacks. Continue Reading
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Tip
15 Jul 2019
Consumer behavior analytics makes the unpredictable predictable
With AI's arsenal of machine learning, deep learning and NLP, consumer analytics can take some of the unpredictability out of predicting buying patterns and up conversion rates. Continue Reading
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News
15 Jul 2019
TechSee Smart uses AI vision to aid contact center support
TechSee Smart aids live agents in contact centers by using AI and deep learning to analyze customer product images, identify issues and guide customers through the resolution process. Continue Reading
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News
11 Jul 2019
New Contentful CMS targets content delivery for retailers
Contentful's content infrastructure is a CMS that intends to bring more flexibility and benefits than a traditional or headless CMS. The offering is directed at e-commerce retailers to drive online sales. Continue Reading
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Tip
11 Jul 2019
Get to know data governance tools for the enterprise
Data governance tools can address documentation gaps, data visibility and metadata management. Here are some tools that can help you along your journey. Continue Reading
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Tip
10 Jul 2019
Businesses use AR/VR in CRM to boost customer experience
Businesses are using augmented reality -- and its cousin virtual reality -- in applications across many industries. Where CRM is concerned, AR/VR may represent a big leap forward. Continue Reading
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News
09 Jul 2019
OpenText cloud editions to replace on-prem apps
OpenText cloud editions are on the way for on-premises apps, including content services, AppWorks, security and business apps. Continue Reading
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News
09 Jul 2019
Nintex Sign powered by Adobe available for SharePoint users
With this update, SharePoint 2013, 2016 and 2019 enterprise users have access to Nintex Sign powered by Adobe Sign for native e-signatures, in addition to other Nintex Sign updates. Continue Reading
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News
09 Jul 2019
OpenText-Google partnership expands due to Anthos
OpenText invests heavily to support Google Cloud migrations in the wake of Google Anthos container environment introduction earlier this year. Continue Reading
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Tip
08 Jul 2019
The right leader, team crucial for digital CX strategy success
Having the right team in place can ensure digital CX success. Here are some leadership and team roles that organizations should consider when creating a plan. Continue Reading
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Feature
03 Jul 2019
Contact center AI: Agents may be training their replacements
The goal for software developers training sophisticated agent-assist AI tools for contact center software platforms could be 'superbots' far smarter than today's chatbots. Continue Reading
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News
03 Jul 2019
CloudEngage updates personalization platform, chat feature
The new generation includes upgrades to its segmentation capabilities. CloudEngage's chat product has also been upgraded to save visitor details for personalization. Continue Reading
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News
02 Jul 2019
Hootsuite teams up with Yext for online review management
Yext's management platform for businesses' online reviews is now available in the Hootsuite dashboard, following an integration between the two companies. Continue Reading
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Feature
01 Jul 2019
Autonomous, self-service technology can't replace human touch
Self-service and autonomous technology can be found in any number of businesses, including hospitals, restaurants and retail -- but they are not a substitute for human interaction. Continue Reading
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News
01 Jul 2019
Microsoft OneDrive Personal Vault aims to secure online files
Nervous about putting your most sensitive or important files in the cloud? Microsoft's answer is an added layer of security for OneDrive users called Personal Vault. Continue Reading
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Tip
01 Jul 2019
The role of blockchain in information governance
While blockchain got its start as the foundation for different cryptocurrencies, it can also be beneficial in content management. Here's how it works. Continue Reading
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News
27 Jun 2019
Verizon CX boss: Bots slash costs, but humans build brand loyalty
CX automation can build speed and process efficiency. But, a Verizon consumer survey reveals, brands that continue staffing call centers with humans build better relationships. Continue Reading
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Tip
27 Jun 2019
5 steps for digital workplace transformation
Organizations each have their own challenges in a digital workplace transformation. Here are five tips for a smooth transition toward that digital experience. Continue Reading