Customer Experience
Top Stories
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News
03 Sep 2026
Genesys banks on AI customer service agents -- and their orchestration
The agentic SaaS playbook is emerging: Throw open your platform to agents of all stripes, and provide a harness or orchestration layer to manage it all. Continue Reading
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Tip
03 Sep 2026
5 mistakes to avoid when choosing a CX provider
When picking a CX vendor, enterprise tech buyers should have realistic AI expectations and watch out for a lack of industry expertise, scalability and integrations. 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
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News
27 Jun 2019
8x8 Contact Center launches as a stand-alone CCaaS offering
8x8 Contact Center is a stand-alone, cloud-based contact-center-as-a-service offering, aimed at organizations that feel restricted by legacy contact center infrastructure. Continue Reading
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Feature
26 Jun 2019
Uber mall kiosks act as brick-and-mortar storefronts
Uber uses digital mall kiosks as storefronts to recruit drivers, and an integrated video conferencing app enables users to interact with remote agents. Continue Reading
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Feature
25 Jun 2019
Enosix CMO, who branded SAP Leonardo, talks martech strategy
Shawn Reynolds, the former architect of SAP's Leonardo AI brand, moves to SAP-Salesforce integrator Enosix. He discusses marketing strategy in this age of overwhelming martech choices. Continue Reading
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News
25 Jun 2019
New upgrades added to Ujet customer service platform
Ujet has added a handful of new features, such as workforce management, quality management and CRM to its Customer Support Platform. Continue Reading
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News
24 Jun 2019
Acquia Content Cloud is here, in private beta version
Acquia Content Cloud is a cloud-based headless content management system built on Drupal. The content-as-a-service product is only available in private beta. Continue Reading
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Feature
24 Jun 2019
The evolution of call centers to experience centers
The call center has evolved over the years, moving from phone-based systems to multichannel contact centers. The next move is toward a customer experience center. Continue Reading
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Answer
21 Jun 2019
How can RPA improve content management?
Many vendors use RPA to complete various content management tasks including Grammarly, BuzzBuilder Pro and Mailchimp. Learn how you can use RPA to enhance your automated processes. Continue Reading
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News
21 Jun 2019
Salesforce Customer 360 promises will be clearer in 2020
Salesforce expects to show off what customers are doing with Customer 360 at its next Connections conference in 2020, along with some new integrations. Continue Reading
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Tip
21 Jun 2019
Best practices for creating chatbot scripts
The rules of good chatbot scripting are similar to those of application coding. Here are some best practices to creating a chatbot that users will approve. Continue Reading
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News
20 Jun 2019
Ada looks to improve chatbot handoff with AI-powered Ada Glass
To improve chatbot customer experience, Ada introduced Glass to its platform. Ada Glass connects customers with live agents directly within Ada's interface, according to the vendor. Continue Reading
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News
20 Jun 2019
Assist acquisition advances Conversocial chatbot service
Conversocial had rudimentary chatbots before acquiring Assist earlier this year, but now can deploy chatbots to take on more sophisticated customer engagements. Continue Reading
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News
20 Jun 2019
Dropbox Business gets integrations with G Suite, Slack and Zoom
Dropbox Business has been overhauled in an attempt to make it a hub for business communication and collaboration. The updates include new integrations with G Suite, Slack and Zoom. Continue Reading
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News
19 Jun 2019
Helpshift launches omnichannel communication platform
Connected Customer Conversations is an omnichannel communication platform where a customer's information follows them from channel to channel for customer support. Continue Reading
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News
19 Jun 2019
Target glitch pits e-commerce vs. POS customer experience
Big-box retailer Target's checkout outage showed how e-commerce systems can fill in when POS systems fail. They're not quite ready to supplant POS -- but they're getting there. Continue Reading
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News
18 Jun 2019
Salesforce teases new CDP features ahead of fall release
Salesforce gives details about the makeup of its Customer 360 integration platform and features of the customer data platform that it plans to release this fall. Continue Reading
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News
17 Jun 2019
CoreMedia launches omnichannel content creation platform
CoreMedia Content Cloud-Marketing Connector enables omnichannel content creation. It also gives customers access to CoreMedia Content Cloud content management capabilities. Continue Reading
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News
17 Jun 2019
Deloitte's Heat launches Heat AI for trend predictions
Heat's AI-based advertising platform uses algorithms to gather and analyze customer data and then predict social trends up to 72 hours before they peak, according to the vendor. Continue Reading
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News
17 Jun 2019
Oracle and Adobe CDP war heats up, Salesforce close behind
The customer data platform market continues to simmer as large vendors such as Oracle, Adobe, SAP and Salesforce rush to catch up to smaller, more nimble CDP competitors. Continue Reading
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News
14 Jun 2019
Nuxeo Insight Cloud adds AI content services to platform
Nuxeo adds AI content services to its content management suite in hopes of spurring citizen data scientists to create custom data models for their workflows. Continue Reading
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Feature
13 Jun 2019
NLG tools powered by AI energize, customize, optimize content
Though in its early stages, natural language generation automates content collaboration platforms to streamline employee communications and personalize customer engagement. Continue Reading
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Answer
13 Jun 2019
What are the most effective uses of AI in marketing automation?
AI is beneficial in many marketing automation processes. Organizations use the technology in chatbots, personalization, voice and visual search, frequency optimization and more. Continue Reading
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News
13 Jun 2019
Zendesk Duet ties sales, service platforms together
Zendesk courts enterprise customers with a chatbot SDK that extends self-service tech into internationally popular chat apps, while Duet bundles Zendesk Support and Sell platforms. Continue Reading
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News
13 Jun 2019
Selligent Marketing Cloud partners with Genesys for CX growth
Selligent paired its CX suite with Genesys Customer Experience Platform to improve customer experience by providing organizations with a full view of the customer journey. Continue Reading
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Tip
12 Jun 2019
Make the most of data governance capabilities in Office 365
According to a survey of Microsoft users, many companies are not using the data governance tools available in Office 365. John Peluso, CTO of AvePoint, explains why that might be. Continue Reading
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News
12 Jun 2019
Nuvi's sentiment analysis engine deciphers emotion, emoji and more
Nuvi's sentiment analysis engine enables organizations to interpret the true meaning behind text, images and emoji in order to get a more complete understanding of customers' experience. Continue Reading
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News
12 Jun 2019
Solodev launches CMS to target medium-sized businesses
Solodev DCX 9.0 targets medium-sized businesses with its scalability. The cloud-first CMS features collaboration tools, flexible pricing and automation. Continue Reading
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News
10 Jun 2019
$15.7B Salesforce-Tableau acquisition a direct shot at Microsoft
By acquiring Tableau, Salesforce dramatically strengthened its BI and data visualization capabilities. The move boosts Salesforce's ability to compete with Microsoft. Continue Reading
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Answer
10 Jun 2019
Why use third-party marketing automation instead of native CRM tools?
Though many CRM platforms offer native marketing automation tools, many organizations find it beneficial to use a third-party application, such as Eloqua or Marketo. Continue Reading
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Guide
07 Jun 2019
Multipronged digital customer experience strategy enriches CX
The digital experience is an everyday facet of life. Learn how businesses are using tools and technologies to engage consumers and devise and manage effective CX strategies. Continue Reading
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News
07 Jun 2019
Companies entrust CX to customer service chatbots, but only so far
Depending on the vertical, chatbots can relieve human agents of simple, repetitive customer-support tasks. But brands await smarter tech to fully trust them with CX. Continue Reading
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Answer
06 Jun 2019
How does AI aid in metadata tagging?
Using AI in tagging, a business task that once took hours now takes minutes, freeing employees for more pressing tasks and making them more productive. Continue Reading
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Tip
06 Jun 2019
4 steps to create a digital marketing strategy
This four-step approach will help organizations build a digital marketing strategy designed to increase their online presence and attract new customers. Continue Reading
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News
05 Jun 2019
SurveyAdvantage launches new customer management service
LoyaltyLoop is SurveyAdvantage's newest service. It provides businesses with a platform to collect and manage customer feedback and reviews through surveys and reviews. Continue Reading
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News
05 Jun 2019
RedPoint Global mashes up CDP, DMP functions in new offering
RedPoint's Digital Acquisition Platform attempts to stop ads from chasing you around the internet after a purchase by mashing up CDP functionality with third-party DMP data. Continue Reading
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News
05 Jun 2019
LogMeIn Bold360 CX tool adds AI features for bots, human agents
LogMeIn bundled together Bold360 customer service tools as a single CX platform underpinned by its AI technology by rebranding some pieces and introducing some others. Continue Reading
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News
04 Jun 2019
Pegasystems Customer Empathy Advisor AI tool gauges ethics
Pegasystems' new empathy AI tool aims to help users make more ethical business decisions by gauging the empathy level of human and digital customer service agents. Continue Reading
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Tip
04 Jun 2019
Benefits and best approaches to B2B customer segmentation
With the increasing focus on personalization in B2B marketing, customer segmentation is a more important strategy than ever for organizations that want to know customers better. Continue Reading
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News
03 Jun 2019
Pega Customer Service adds digital messaging capabilities
Pegasystems users can now offer their customers support through text messaging and will be able to develop apps more easily with a new low-code platform. Continue Reading
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News
03 Jun 2019
Adobe debuts Qualtrics plugin, Magento-Amazon D2C features
Adobe moves forward with an SAP Qualtrics plugin to measure voice of the customer on Experience Platform and strengthens Magento customers' Amazon presence with new features. Continue Reading
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Answer
03 Jun 2019
How does Microsoft Power Platform stack up against SharePoint?
Power Platform capabilities compete with SharePoint and, in some cases, replaces it completely. Suite components include PowerApps, Power BI and Microsoft Flow. Continue Reading
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Guide
30 May 2019
Digital transformation technologies power CX makeovers
Businesses use many tools to effect digital transformation. Learn how organizations use these tools to improve CX and digital experience, while getting a leg up on the competition. Continue Reading
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News
30 May 2019
Salesforce blockchain development tool for CRM platform unveiled
Blockchain has grown beyond its high-profile use case as the technology behind Bitcoin and other cryptocurrency. Salesforce is the latest tech company to bet big on blockchain. Continue Reading
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News
30 May 2019
Seal contract analytics software brings new UI, AI features
Seal Software launched version 7 of its contract analytics software, dubbed Seal 7, touted to provide a more seamless user experience, scalability and extensibility. Continue Reading
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Feature
29 May 2019
Contact center-as-a-service platforms here, but face hurdles
Cloud contact center platforms offer promise, migrating agents into a flexible environment. Contact centers, a long-established on-premises IT world, are slowly starting to adopt them. Continue Reading
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Tip
29 May 2019
Consider nonfunctional requirements for content services
If developers do not build security, auditing, reporting and accessibility into content services from the very beginning, they will face major challenges implementing them later on. Continue Reading
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Feature
28 May 2019
Businesses see increasing importance of video conferencing
Video chat is another channel for businesses to interact with employees and customers. Learn why businesses are placing increasing importance on video conferencing and about its effects on CX. Continue Reading
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Answer
23 May 2019
How do Salesforce Next Best Action and Prediction Builder differ?
The Salesforce Einstein Prediction Builder and Next Best Action components look similar to the untrained eye, but each product works in a different manner. Continue Reading
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News
23 May 2019
Verint launches VOC software, gathers omnichannel feedback
Verint has launched Verint Unified VoC, which provides organizations with a full, accurate view of customer desires and preferences, according to the vendor. Continue Reading
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News
22 May 2019
Salesforce outage exposes Pardot marketing automation data
Salesforce's 15-hour outage may not scare away users. But it might get them to use more encryption, as the outage exposed customer marketing automation data in the GDPR era. Continue Reading
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News
22 May 2019
Box workflow automation software, Box Relay, overhauled
Content management software vendor Box makes over Box Relay, integrating the workflow automation system more fully into the Box platform and boosting workflow self-service. Continue Reading
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News
21 May 2019
Pegasystems acquires In The Chat digital messaging platform
Pegasystems' recent acquisition of the digital messaging platform In The Chat brings Pega customers new communication channels and improves AI chatbot capabilities. Continue Reading
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Answer
21 May 2019
How do you choose an e-commerce platform to integrate with a CMS?
Before choosing an e-commerce system, companies need to identify their business objectives and determine what capabilities they need to add to their CMS. Continue Reading
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Podcast
21 May 2019
Replacing contact center platforms poses big dilemma
CX expert Scott Sachs discusses the various dilemmas posed by migrating legacy on-premises contact center platforms to the cloud. Continue Reading
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Feature
21 May 2019
Cattlemen group uses Google AI to build a chatbot
Wondering 'where's the beef?' Ask Chuck, a chatbot created by the National Cattlemen's Beef Association -- one of hundreds of bots being deployed thanks to AI tools. Continue Reading
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Opinion
20 May 2019
Fluid Framework opens the door to new Microsoft capabilities
Fluid Framework provides multiuser co-authoring capabilities -- offering never-seen-before flexibility. It also has the potential for adoption by outside vendors. Continue Reading
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News
20 May 2019
Sparkcentral virtual agent framework blends AI, live agents
Bring Your Own Bot, Sparkcentral's virtual agent framework for chatbots, blends live agent and virtual agent assistance to augment the customer experience. Continue Reading
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Tip
20 May 2019
6 live chat benefits to consider in a CX strategy
Live chat enables customers to solve problems quickly and agents to multitask, but it also can be difficult to implement well and requires synchronous communication. Continue Reading
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News
16 May 2019
Leanplum, Amplitude unite for personalized mobile marketing
Leanplum and Amplitude have united to combine Leanplum's mobile marketing engagement with Amplitude's product intelligence for more personalized mobile marketing. Continue Reading
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News
16 May 2019
New Salesforce FoundationConnect designed for grantmakers
Salesforce.org has launched FoundationConnect, a CRM platform designed specifically to make managing the philanthropic lifecycle easier for nonprofits. Continue Reading
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News
15 May 2019
Effective customer surveys help contact centers drive CX
As companies try to figure out who will run customer experience initiatives, contact centers make a strong case for the customer support team, using the right technology. Continue Reading
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Guide
15 May 2019
The power of enterprise collaboration software and tools
Research indicates that companies are snapping up enterprise collaboration software. But do they know how to boost worker productivity and derive ROI from these tools? This guide explores how companies are using collaboration software to achieve their business goals. Continue Reading
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News
14 May 2019
CX initiatives driving contact center technology trends
Making contact center agents more present across all channels is a new focus, as tech vendors rush to give customer service operations more tools to improve customer experiences. Continue Reading
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Tip
14 May 2019
What you need to know about Flow Designer vs. Flow Builder
Salesforce Flow Designer is on the way out, Flow Builder is in -- sort of. The new update includes features that may not make a big difference for developers. Continue Reading
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Tip
10 May 2019
Prepare for California Consumer Privacy Act with these 5 questions
At Oracle's Modern Customer Experience conference, a privacy professional shared tips on incorporating privacy into CX systems so businesses are ready for the CCPA. Continue Reading
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Feature
10 May 2019
Pega Cloud is Pegasystems' preferred platform
In a Q&A, Alan Trefler, Pegasystems CEO and chess master, ruminates about the cloud, the symbiotic relationship between chess and AI, AI inflation, and the pivot to CX. Continue Reading
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News
09 May 2019
Acquia-Mautic acquisition underscores open source model
Holding to the strategy of building a digital experience platform based with open source roots, Acquia acquires Mautic, an open source marketing automation cloud. Continue Reading
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Answer
09 May 2019
What are the pros and cons of open source e-commerce platforms?
Open source e-commerce platforms are popular for businesses looking to build an online store. They offer cost savings and flexibility, but consider the support and security risks. Continue Reading
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Feature
09 May 2019
Rise of headless CMS: Businesses move away from traditional WCM
Traditional web content management dominates the market, but as mobile and voice channels become increasingly important, companies opt for headless content management. Continue Reading
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News
08 May 2019
SAP, OpenText broaden partnership with cloud integrations
SAP reveals deeper cloud partnerships with content management vendor OpenText as both legacy platforms entice long-term clients off on-premises systems and into the SAP cloud. Continue Reading
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News
08 May 2019
Act-On launches Adaptive Web, AI-based personalization tool
Adaptive Web, an AI marketing software tool by Act-On, makes real-time content suggestions to increase user web engagement without the direct aid of a marketer. Continue Reading
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News
08 May 2019
Einstein Analytics for Financial Services enhances banking CX
Salesforce's new analytics tools for financial services follow AI advancements from IBM Watson and Acquia upgrading customer experiences in retail banking and wealth management. Continue Reading
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News
08 May 2019
New Microsoft Fluid Framework features real-time editing
Microsoft's new software development kit, Fluid Framework, provides users with real-time editing that can be used across applications and with a variety of formats. Continue Reading
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News
07 May 2019
Salesforce announces Pardot Business Units, coming this summer
Pardot Business Units, an automated marketing platform, provides large companies with a way to coordinate and personalize marketing efforts across the business. Continue Reading
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Feature
07 May 2019
Oracle's CX strategy points toward real-time responses
As data increasingly becomes key to an effective CX implementation, Oracle's CX strategy points to what technology it's focusing on to win over corporate customers. Continue Reading
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News
06 May 2019
ICMI co-founder on contact center technology trends
Contact center technology stacks now include pervasive AI and CX-oriented tools, enabling agents to do a better job more efficiently, said ICMI co-founder Brad Cleveland. Continue Reading
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News
03 May 2019
Google launches CallJoy small-business phone service
Google has launched CallJoy, a new cloud-based phone service that provides small businesses with automated phone agents for customer service for $39 per month. Continue Reading
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News
03 May 2019
IBM marketing automation sell-off represents market shift
IBM divests itself of marketing automation tools, but they will likely live on as the new parent company combines them with other acquisitions to incubate a new integrated CX stack. Continue Reading
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News
02 May 2019
Impartner PRM integrates with Microsoft Dynamics 365 for sales
Impartner's collaboration with Microsoft delivers Impartner PRM for Microsoft Dynamics 365, a PRM sales software that gives users immediate access to direct and indirect sales data. Continue Reading
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News
02 May 2019
Hertz app causes legal pain for Accenture developers
Hertz e-commerce system for consumers at the center of $32 million suit; analysts looking at the detailed complaint spread plenty of blame over both parties. Continue Reading
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Tip
02 May 2019
How to use live chat for lead generation
Live chat can successfully generate sales leads -- if done right. Here are four steps organizations can take to boost brand loyalty and close the deal. Continue Reading
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News
01 May 2019
New capabilities enhance Acquia Cloud security
Acquia's new security and compliance competencies for the Acquia Cloud aim to reduce operational resources, increase data protection and simplify user innovation. Continue Reading
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News
01 May 2019
Infor launches new CRM mobile app for CloudSuite
Meeting mobile needs is key for Infor, which just released its Infor CloudSuite CRM Mobile application for iOS users. The app will provide access to important information on the go. Continue Reading
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Feature
30 Apr 2019
Online scheduling platforms open new channel for customers
New customer-centric tools book demos in Salesforce at a customer's bidding, automating processes that took multiple email messages and forms -- sometimes losing leads in the process. Continue Reading
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News
25 Apr 2019
Upgraded Salesforce Sales Cloud features boost productivity
With AI enhancements, the new cohort of Sales Cloud features will minimize busywork and increase productivity of sales reps, according to Salesforce. Continue Reading
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Feature
25 Apr 2019
Salesforce buys Salesforce.org: What that means for customers
Salesforce.com bought Salesforce.org. Nonprofit Cloud customers mull changes they hope to see now that all Salesforce products are under one umbrella. Continue Reading
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News
24 Apr 2019
CDP Institute releases customer data platform certification
While waiting for Salesforce to release a customer data platform and for Adobe to perfect its newly released CDP, RealCDP certification aspires to validate CDPs available today. Continue Reading
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News
24 Apr 2019
CDP vs. DMP: Vendors battle for marketers' budgets
Customer data platforms and data management platforms have overlapping features, as vendors vie for marketers' IT budgets. It may not matter, as Adobe and Salesforce join Oracle in the game. Continue Reading
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Tip
24 Apr 2019
4 customer insights research techniques for your organization
Organizations conduct customer research in order to understand customers, create new products and increase revenue, all of which can be overwhelming without a strategy in place. Continue Reading