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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Feature
22 Apr 2019
How cloud services can empower the future of work
The Akumina Employee Experience Platform and Templafy show how cloud services are changing the way employees work, whether the workplace is a ballpark or a traditional office. Continue Reading
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Tip
18 Apr 2019
Salesforce learning resources include free and paid options
While Salesforce offers a number of free and paid customer success tools to users, nonusers can also benefit through the use of Trailhead and the Trailblazer Community. Continue Reading
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Feature
18 Apr 2019
Add real-time customer experience to your CX strategy
At its recent CX conference, Oracle emphasized how important it will be to provide real-time CX. Users and analysts weigh in on how plausible that actually is. Continue Reading
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Feature
18 Apr 2019
AI customer self-service platforms show analytical maturity
AI-enabled self-service platforms graduate from traditional customer support activities to more sophisticated methods of analyzing data on customer wants, needs and behavior. Continue Reading
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News
17 Apr 2019
Salesforce adds OCR, translation, AI app builder to Einstein platform
Salesforce enables no-code AI app development, as well as optical character recognition, translation and services to extend Einstein predictive modeling tools into external apps. Continue Reading
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Tip
17 Apr 2019
7 customer segmentation methods to help connect the dots
Customer segmentation is essential to marketing, enabling businesses to provide the right people with the right products -- and is a move away from bulk appeals. Continue Reading
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News
16 Apr 2019
Infor launches Infor CloudSuite for customer management
Infor has released the Infor CloudSuite CRM cloud-based application, a program for companies to track customer lifecycles, sales and marketing analytics. Continue Reading
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Feature
15 Apr 2019
AI sales forecasting tools soothe sales-marketing rivalries
Sales forecasting vendors such as Clari extend reach into enterprise marketing, leveling the data and, with AI, solving an old problem: conflicting numbers on quarterly forecasts. Continue Reading
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Tip
15 Apr 2019
Business objects are the future of content services platforms
The focus of enterprise content management must shift from a CSP-based approach to a business object services model in order to meet business needs. Continue Reading
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Feature
12 Apr 2019
7 features of CX management tools to consider
Using CEM tools can help companies monitor, improve and manage the customer experience. Read on to learn what to look for when choosing CEM tools. Continue Reading
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News
11 Apr 2019
Google Cloud for Retail debuts, Contact Center AI makes inroads
Google takes on cloud competitors by making an AI-rich home for online and bricks retailers with new suite. Also: Google Call Center AI extends to Genesys, Avaya, Salesforce, more. Continue Reading
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Tip
11 Apr 2019
5 things to know about Salesforce Customer 360
Salesforce Customer 360 -- a tool that connects customer data stored in multiple silos -- is currently in beta and will be available to all users later this year. Continue Reading
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Tip
11 Apr 2019
5 unusual ways to use AI in content management
AI offers great opportunity for enhancing enterprise content management. Here are some more unusual use cases for AI that businesses should also consider. Continue Reading
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Answer
10 Apr 2019
How do you turn customer feedback into actionable insights?
Actionable insights can be gleaned from brand surveys and reviews, competitor reviews and social media. However, not all insights are insightful or actionable. Continue Reading
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News
10 Apr 2019
Reimagined customer experience mobile apps driving new sales
Mobile and lightweight web apps aren't new. But digital teams driving demand generation is new, thanks to marketing automation platforms that can personalize the pitch. Continue Reading
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Tip
09 Apr 2019
Use data to create personalized content customers actually want
As customers demand authentic, personalized content, CX teams have turned to personalization engines. But without the right data, personalization engines cause more challenges. Continue Reading
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News
08 Apr 2019
Alfresco CMS now using AI, ML to pull, organize data
A new Alfresco CMS module uses artificial intelligence and machine learning to allow users more specific organization and use of their data stored across multiple documents and devices. Continue Reading
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News
08 Apr 2019
Microsoft releases Dynamics 365 Nonprofit Accelerator update
A newly released second version of Dynamics 365 Nonprofit Accelerator doubles the size of the CDM and allows better management of all user data for nonprofits. Continue Reading
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News
05 Apr 2019
Salesforce Classic nearing end of life, but not dead yet
Salesforce's Lightning UI debuted three years ago, and the vendor stopped adding features to its predecessor, Classic. Customers cling to Classic, despite a big push for Lightning. Continue Reading
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News
05 Apr 2019
LogMeIn Bold360 updates improve chatbot customer experience
LogMeIn Bold360 features new tools that will improve customer experience by streamlining communication, allowing agents to solve problems quickly, and managing bot involvement. Continue Reading
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Answer
04 Apr 2019
How do you determine the right point for chatbot-human handoff?
Customer experience can be adversely affected when chatbots don't transfer the call to a live agent at the right time. Here are some guidelines and best practices for initiating that handoff. Continue Reading
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Feature
03 Apr 2019
5 must-read CX trends uncovered at Adobe Summit
As CRM, customer service, marketing and e-commerce morph into customer experience, Adobe speakers, partners and users pinpoint five trends in CX to watch develop in the next two years. Continue Reading
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Feature
01 Apr 2019
E-commerce information systems, content management join forces
Content management to power e-commerce systems takes on greater importance in personalizing customer engagement by aligning processes, data and tools in unified platforms. Continue Reading
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Tip
01 Apr 2019
Gaming company boosts call center employee engagement
Gaming company Electronic Arts boosts customer experience by using a design thinking strategy to improve the employee experience in call centers. Continue Reading
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News
29 Mar 2019
Adobe-Microsoft-SAP Open Data Initiative gains momentum
It wasn't a marketing scam announced last year: An alliance takes clearer shape, as Adobe, Microsoft and SAP cooperate on a common data model for ERP, CRM and marketing automation. Continue Reading
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News
29 Mar 2019
New Oracle Eloqua features, integrations collect actionable CX data
New integrations and updates for Eloqua, Oracle's B2B marketing tool, emphasize the importance of actionable data in delivering a positive customer experience. Continue Reading
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Feature
28 Mar 2019
Marketing automation tools deliver personalization, customer focus
When buying a marketing automation product, it's important to consider key features, how the tool addresses the organization's size, deployment options, support and pricing. Continue Reading
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Feature
28 Mar 2019
Ensure a good customer experience with CEM software
CEM software helps companies track, measure and manage the customer experience. Read on to learn just how it differs from CRM software and what a good CEM system should include. Continue Reading
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Feature
28 Mar 2019
Maximize and manage customer experience with CEM tools
CEM software provides the technological support necessary to successfully manage the customer experience. Discover the extensive benefits the right platform can provide. Continue Reading
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Feature
28 Mar 2019
Make marketing automation software choices to fit business needs
Examine what core features leading marketing automation software vendors -- including Adobe, HubSpot and Oracle -- and CRM vendors -- including Microsoft, Salesforce and SAP -- offer. Continue Reading
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Feature
28 Mar 2019
A martech stack is vital for successful marketing operations
When building a marketing tech stack, project stakeholders should consider what tools the organization needs, the level of automation it's trying to achieve and the overall budget. Continue Reading
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Feature
27 Mar 2019
6 must-know customer experience technology trends
Our customer experience technology trends survey of 250 North American tech buyers and influencers reveals that the CRM to CX migration is well underway. Continue Reading
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Podcast
27 Mar 2019
Relax, Adobe Marketo still plans to support Salesforce customers
Marketo VP Matt Zilli discusses what's next for the marketing automation platform, especially in regard to what devoted Marketo customers who use Salesforce CRM can expect. Continue Reading
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News
27 Mar 2019
DocuSign Agreement Cloud digitizes contract management
DocuSign's Agreement Cloud includes its classic e-signature tools, as well as new products and integrations to help customers digitize the agreement management process. Continue Reading
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Feature
27 Mar 2019
Trends to follow: Voice SEO and CX personalization
Voice and personalization are CX trends to follow as businesses place more emphasis on customer experience, according to analysts at Oracle's Modern Customer Experience conference. Continue Reading
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News
27 Mar 2019
Adobe Experience Platform unites Magento, Marketo, customer data
Adobe makes a play for customer experience leadership by adding Magento- and Marketo-based clouds and building it on the Adobe Experience Platform foundation to unify the data. Continue Reading
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Feature
27 Mar 2019
4 ways to use chatbots to improve Gen Z customer experience
More and more chatbots are entering the marketing, customer service and sales spaces. Here are four tips for brands looking to make their chatbots stand out from the others. Continue Reading
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Tip
27 Mar 2019
5 crucial ways to prepare for the CXO role
Technophiles who have experience in sales and marketing, as well as social media awareness, may be best prepared for success in the role of chief experience officer. Continue Reading
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Infographic
26 Mar 2019
How to improve customer experience with mystery shopping
Mystery shopping -- among other CX management tools -- enables businesses to collect the data necessary to identify customer pain points and improve CX. Continue Reading
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Infographic
26 Mar 2019
Choosing between single- vs. multivendor strategy for CRM
There are two ways to set up a CX tech stack -- either an integrated CRM suite or best-of-breed approach. There are benefits to each model, and the two are compared here. Continue Reading
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Feature
26 Mar 2019
The pros and cons of customer service AI
AI is growing deep roots into cloud-based support services, but there remains a question of whether it can provide the empathy and understanding that brand loyalty requires. Continue Reading
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News
22 Mar 2019
AWS DCX Competency vets cloud customer experience partners
The AWS Digital Customer Experience Competency for content management, e-commerce, service and marketing automation certifies partners for infrastructure and security to create cloud CX. Continue Reading
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News
21 Mar 2019
Adobe Experience Platform likely to get boost, Adoption Scoring debuts
Adobe Experience Platform (formerly Adobe Cloud Platform) focus of Summit, as analytics, AI and open-data initiatives with Microsoft and SAP converge. Continue Reading
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Feature
19 Mar 2019
How Philanthropy Cloud streamlines workplace giving
Perpetual Energy used Salesforce.org's Philanthropy Cloud to create content, track charitable donations and better engage with employees during its annual United Way campaign. Continue Reading
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Answer
19 Mar 2019
3 ways the data scientist role benefits CX teams
CX teams don't traditionally include the data scientist role, but adding one can help derive more value from customer data than a CX analyst or canned analytics software can. Continue Reading
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Answer
18 Mar 2019
What are some applications of AI in content management?
Content management systems in the healthcare and legal industries use AI to automate tasks, saving businesses the time and money spent on employees to do the same work. Continue Reading
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News
15 Mar 2019
Microsoft Government Community Cloud adds Teams, Dynamics 365
U.S. government agencies are undergoing a digital transformation, and Microsoft hopes that upgrades to its Government Cloud lineup will make its platform part of that change. Continue Reading
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Feature
14 Mar 2019
Q&A: How to narrow down your CRM vendor choices
SaaS consultancy Lunar goes over the dos and don'ts for choosing a CRM system, whether you're licensing one for the first time or migrating to a new system. Continue Reading
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Tip
14 Mar 2019
4 Office 365 collaboration tools that mirror SharePoint
In order to convince users to move away from SharePoint, Microsoft has built Office 365 collaboration tools that improve upon the legacy platform's core capabilities. Continue Reading
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News
12 Mar 2019
Salesforce strategy focuses on integration, customer data
Salesforce's strategy for 2019 and beyond includes better data integration and more plans for MuleSoft, Customer 360 and Salesforce Essentials. Continue Reading
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Feature
11 Mar 2019
9 killer use cases for CMS blockchain
Uses for blockchain technology in content management and social media exist largely in the realm of the theoretical. But there's a lot of potential for authenticating content. Continue Reading
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Feature
08 Mar 2019
AAA discovers benefits of Salesforce Service Cloud software
Using Salesforce Live Agent and Salesforce Service Cloud, AAA Carolinas increased member engagement by 330% and reduced service response time by 54%. Continue Reading
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Tip
07 Mar 2019
Content services and archiving records: It's complicated
Content services complicate archiving. Microservices render records dynamically for many devices, while an archive should be a static rendering that outlives present data systems. Continue Reading
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Feature
06 Mar 2019
Securing content as cloud environments proliferate
Content security requires strategies for enterprise content management systems -- and that goes double for a cloud-based CMS. Mixed on-premises and cloud environments add a tech twist. Continue Reading
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News
06 Mar 2019
SurveyMonkey acquisition of Usabilla adds website feedback
SurveyMonkey, by adding website and app feedback capabilities from Usabilla to its survey software platform, now has a more robust offering for enterprise customers. Continue Reading
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Opinion
05 Mar 2019
Our rebrand: Customer experience strategy, platforms, best practices
Customer experience strategy blurs lines between sales and marketing automation, customer service and e-commerce as they come together on next-generation customer experience platforms. Continue Reading
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Answer
05 Mar 2019
What are 4 essential social CRM strategies?
Social CRM continues to evolve, using additional social media channels and techniques such as social media mining, advertising and listening. Continue Reading
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Answer
05 Mar 2019
What is the role and responsibility of a chief experience officer?
The chief experience officer is an increasingly vital member of the C-suite who ensures that an organization's customers have positive interactions with the brand. Continue Reading
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News
01 Mar 2019
Microsoft mixed reality software comes to smartphones
Microsoft is adding mixed reality capabilities for sales departments and for customer service, extending the features beyond their HoloLens headset and onto smartphones. Continue Reading
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Tip
01 Mar 2019
8 ways to make the most of OneDrive file sharing tools
More and more organizations are using OneDrive for enterprise content collaboration. Read how Microsoft's collaboration tool can fit into your daily workflow. Continue Reading
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Feature
28 Feb 2019
Liferay digital experience platform helps company improve CX
Jack Maina, group chief operations officer of Britam, talks about how the financial services group rebuilt the way it interacts with customers and partners using Liferay. Continue Reading
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Feature
28 Feb 2019
How Mediavine succeeded with cloud digital asset management
Mediavine, an ad management company, has cut web hosting costs by using a SaaS content management platform to store, edit, and manipulate images and video. Continue Reading
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Answer
25 Feb 2019
5 common customer support problems that affect CX
In customer support, common customer experience issues include lengthy hold times, scaling, failure to follow up, lack of human touch and a lack of personalization. Continue Reading
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Answer
22 Feb 2019
How do content managers deploy cloud content services?
Using either integrated content tech stacks or separate applications with common APIs, cloud content services dip into data repositories and render content for disparate audiences. Continue Reading
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Feature
20 Feb 2019
How Salesforce Einstein machine learning makes AI practical
As it evolves, Salesforce's Einstein AI serves the needs of a growing number of organizations and takes the guesswork out of why certain decisions are made. Continue Reading
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Feature
20 Feb 2019
Customer success tools pave the way for business advancement
Quick Base launched an online university with the help of Skilljar to offer ongoing training, improving CX and increasing the likelihood of customer retention and loyalty. Continue Reading
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Feature
19 Feb 2019
CEO plots course for Televerde women's prison call centers
Working at a Televerde women's prison call center outpays many inmate jobs and sets agents up for careers on the outside. CEO Morag Lucey discusses how the company keeps current. Continue Reading
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Feature
18 Feb 2019
How Lucky Brand improved its online customer experience
As retailers try to keep up with customers' changing expectations, more and more brands are trying to mesh their online shopping experience with their in-store experience. Continue Reading
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Feature
15 Feb 2019
Salesforce makes push for diversity in technology
Salesforce is maneuvering into industry leadership, making a diverse IT community a priority. Its product development strategy seems to have been crafted with such diversity in mind. Continue Reading
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Feature
15 Feb 2019
Giving inmates a second chance as prison call center agents
Televerde staffs contact centers with incarcerated women, where they are paid the federal minimum wage. CEO Morag Lucey and COO Vince Barsolo discuss the model. Continue Reading
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Tip
14 Feb 2019
Create a winning personalized customer journey
Web content management platforms, customer data platforms and matchmaking can all help companies create and implement a personalized customer journey savvy consumers demand. Continue Reading
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Feature
13 Feb 2019
Google, WordPress develop a CMS for news
Google is funding a WordPress-based content management system aimed at helping small news publishers juggle the demands of publishing news both in print and online. Continue Reading
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Feature
12 Feb 2019
CRM for nonprofits helps organization streamline work
Wolverine Human Services' adoption of the Salesforce.org Nonprofit Cloud halved foster care licensing time and improved productivity within the agency. Continue Reading
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News
11 Feb 2019
Verint acquisition of ForeSee gives VOC software an upgrade
By combining Verint and ForeSee, users can capture customer interactions through SMS and customer surveys, as well as through online traffic and digital channels. Continue Reading
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Tip
08 Feb 2019
ECM features of the future get an AI boost
AI can help to retrieve and organize content, so it makes sense for ECM platforms to have AI capabilities. Take a look at how AI can enhance ECM. Continue Reading
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Tip
08 Feb 2019
How to make an inevitable SharePoint 2010 migration painless
Don't get caught off guard by Microsoft's eventual retirement of its SharePoint 2010 CMS. Prepare for the inevitable with these tips on the migration process. Continue Reading
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Feature
06 Feb 2019
Salesforce-Apple partnership deepens with new SDK for iOS
The updated Salesforce mobile SDK makes it easier for developers to build native Salesforce apps for iOS devices using Swift, Apple's programing language. Continue Reading
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Feature
04 Feb 2019
Personalization technology can both help, hurt CX strategy
Technology makes it easier for organizations to personalize content for online prospects. But brands need to make sure they don't get too personal and push away potential buyers. Continue Reading
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Answer
30 Jan 2019
4 chatbot success metrics to bolster CX
Chatbot success can be measured using a number of metrics. Each helps improve the customer experience. Read on to learn which KPIs are beneficial for improving CX. Continue Reading
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Opinion
30 Jan 2019
Why the future of SharePoint could be dismal
Microsoft SharePoint dominated the industry back in its prime. Cloud file-sharing competitors, however, may force some difficult SharePoint rip-and-replace decisions. Continue Reading
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Answer
30 Jan 2019
How does the chief customer officer role benefit CX?
The chief customer officer serves in many capacities, some of which include overseeing customer experience, sales, and service and support contacts, as well as unifying customer contact. Continue Reading
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News
29 Jan 2019
Dropbox acquisition of HelloSign targets Box's enterprise share
Dropbox deepened its play for enterprise customers by acquiring e-sign startup HelloSign and targeting a top competitor, Box. Continue Reading
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Feature
29 Jan 2019
Salesforce.org's CRM for education helps UVA students succeed
The University of Virginia is one of a number of institutions using Salesforce.org's Education Cloud CRM to recruit students, track student success and manage alumni relations. Continue Reading
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Feature
29 Jan 2019
LA Metro pursues integrated CRM system with Salesforce
The Los Angeles Metro system integrates the Salesforce CRM with existing payment infrastructure, helping to bridge the gap between old and new technologies. Continue Reading
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Answer
29 Jan 2019
How are Nonprofit Cloud and Philanthropy Cloud different?
Charitable organizations partner with Salesforce.org through two cloud services: Nonprofit Cloud and Philanthropy Cloud. Read on to discover how the two differ. Continue Reading
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News
28 Jan 2019
Adobe Magento Commerce Cloud adds progressive web apps
Adobe is upgrading its e-commerce product by adding AI-fueled image-search capabilities and progressive web application building tools to Magento Commerce Cloud. Continue Reading
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Answer
28 Jan 2019
Is dialer technology relevant to CX projects?
Live chat is still the preferred method of communication in contact centers, and the use of autodialers helps free up salespeople to speak with callers. Continue Reading
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Answer
25 Jan 2019
Why is the Salesforce administrator role so crucial?
Salesforce administrators serve as analysts, trainers and advisers in their roles. Companies can employ one or more Salesforce admins, depending on how the business is organized. Continue Reading
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Tip
25 Jan 2019
5 crucial WCM capabilities you can't live without
Web content management systems should be able to do more than create and publish web content. Use this checklist to ensure that your WCM system can keep up with today's content needs. Continue Reading
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Tip
24 Jan 2019
AI in content management requires effort to work well
AI can automate content management tasks such as personalization and metadata tagging. But it can present challenges too, so be aware of these common pitfalls. Continue Reading
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Infographic
24 Jan 2019
How Salesforce.org's Philanthropy Cloud and Nonprofit Cloud differ
Salesforce.org's Nonprofit Cloud and Philanthropy Cloud both partner with nonprofit organizations but in different ways. The uses of each are compared here. Continue Reading
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Answer
22 Jan 2019
Which vendors make the best CRM for small businesses?
Choosing a CRM for small businesses can be difficult, as the most well-known CRM vendors cater to large enterprises. Others, however, create products with SMBs in mind. Continue Reading
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Feature
22 Jan 2019
Industrial engineering company chooses integrated CRM for CX needs
Through partnering with only Oracle for all of its CX needs, Schenck Process realizes the benefits of an integrated CRM over multiple products. Continue Reading
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Feature
21 Jan 2019
AMAC prioritizes first call resolution for a better CX
AMAC uses TetraVX unified communications and the cloud contact center platform Five9 in its three call centers to improve agent workflow, as well as member experience. Continue Reading
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News
18 Jan 2019
AI-fueled Verizon Digital CX targets virtual contact centers
Telecom giant Verizon is boosting its software business with an AI-based CX system for contact centers, with tools for virtual and live agents, authoring and social engagement. Continue Reading
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Feature
17 Jan 2019
CRM vs. CX: How companies are pivoting in philosophies
It might be time to retire the decades-old concept of CRM now that CX is appearing everywhere. Learn how embracing CX alters the thinking of enterprise leadership. Continue Reading
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Feature
15 Jan 2019
Open source search engines attract developers
The enterprise search market is evolving and offering new options, such as open source and AI. Discover the benefits of these platforms and how companies are using them. Continue Reading
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News
15 Jan 2019
CX strategy a vital part of modernizing a business
Consumers are providing retailers with more data than ever before, with expectations that they will receive a personalized experience. But that can be challenging for retailers. Continue Reading
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Feature
14 Jan 2019
Successful chatbot content strategies rely on tools, AI
Chatbots aren't a panacea curing customer support issues. Organizations must hone their content quality, organization and management to create successful bots. Continue Reading
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Podcast
14 Jan 2019
Salesforce e-commerce upgrades put focus on mobile
Salesforce Commerce Cloud mobile-centric, consumer-focused upgrade unveiled at NRF 2019 conference, including Einstein Visual Search and Einstein Recommendations. Continue Reading