Customer Experience
Top Stories
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News
14 Jul 2026
Oracle AI agent builder brings no-code, low-code and pro-code together
AI apps: Oracle's latest answer to mixing deterministic and probabilistic automations with governance. Continue Reading
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News
08 Jul 2026
The AI handshake: More MCP interoperability for Salesforce's Slackbot
MCP is now table stakes, just like APIs had to be back in the early era of microservices. Continue Reading
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News
16 Jun 2022
Salesforce Sales Cloud Unlimited Edition adds AI, automation
Pricing stays the same for Salesforce Sales Cloud's highest-level subscription, but formerly a la carte tools are now included that span AI-powered analytics and automation. Continue Reading
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News
25 Apr 2022
AI virtual assistant grooms skier experience at Snowbird
Using an AI-powered chatbot designed with the friendly likenesses of avalanche dogs, the famed Utah ski resort is able to quickly respond to customers' questions. Continue Reading
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News
12 Jan 2022
Customer data platform market heats up again
As companies plan for the post-pandemic reality, customer data platforms are expected to be a bigger part of marketing workflows and other emerging use cases. Continue Reading
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News
29 Nov 2021
Technology drives holiday shopping for retail, e-commerce
Black Friday e-commerce sales maintained 2020 gains. Retail traffic is up but hasn't rebounded to pre-pandemic levels. Technology, supply chain, COVID-19 variants all factors. Continue Reading
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News
28 Oct 2021
Salesforce Field Service adds scheduling, Lightning web tools
Salesforce turns its attention to field service technology development, bringing mobile app and web experiences more in line with consumer-grade customer service. Continue Reading
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News
26 Oct 2021
Acquia adds CDP, digital experience platform features
Analyst: Latest features added to Acquia's marketing, commerce and customer data platform offerings show the company is serious about adding enterprise users. Continue Reading
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News
20 Oct 2021
Twilio releases Engage marketing automation platform
Twilio's customer experience platform -- with the Segment CDP as a foundation -- adds a marketing component to its API-driven sales and service clouds popular with developers. Continue Reading
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News
09 Sep 2021
Infosys releases headless commerce services bundle
Infosys breaks down Skava, an e-commerce startup it acquired in 2015, into e-commerce, marketing and merchandising microservices, and renames it Equinox. Continue Reading
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News
09 Sep 2021
Salesforce Service Cloud to add Servicetrace RPA, Slack
Salesforce plans to release features that increase Service Cloud's flexibility for contact centers to manage agents working remotely either part time or full time. Continue Reading
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News
01 Sep 2021
New features coming for Salesforce Sales Cloud
Salesforce adds CRM features to support remote-work models for sales teams born in the pandemic and continuing -- possibly permanently -- through 2022 and beyond. Continue Reading
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News
15 Jul 2021
Salesforce to pull plug on Audience Studio DMP
Salesforce Audience Studio DMP is no longer being sold, Salesforce confirms. It could signal the beginning of the end of programmatic digital ad sales. Continue Reading
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News
27 Apr 2021
Box Shield adds enterprise content security features
Box Inc. adds security features for information governance to prevent unintended oversharing of sensitive information and intellectual property in the remote work era. Continue Reading
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News
21 Apr 2021
Salesforce Service Cloud to add features, partners
Salesforce will announce partnerships this fall to connect new telephony providers to Service Cloud as contact centers reconfigure their teams for post-COVID-19 work. Continue Reading
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News
19 Apr 2021
Salesforce Digital 360 for Industries adds developer tools
Salesforce Digital 360 for Industries releases developer tools, templates and guides for users to build e-commerce storefronts, webpages and portals on its vertical-specific clouds. Continue Reading
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News
26 Mar 2021
Twilio Segment CEO Peter Reinhardt on the future of CDPs
In a wide-ranging Q&A, Twilio Segment CEO Peter Reinhardt discusses Twilio's $3.2 billion acquisition of the company he co-founded, and the future of CDPs. Continue Reading
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News
03 Mar 2021
Upland Software acquires BlueVenn marketing automation CDP
Upland Software buys BlueVenn customer data platform for $54.3 million in cash, adding to Upland's growing cloud platform of marketing and analytics apps. Continue Reading
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News
02 Mar 2021
Salesforce tackles B2B rebate management automation
Salesforce's tool for manufacturer rebates may have applications in other verticals, as it automates typically spreadsheet-driven processes. Continue Reading
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News
26 Feb 2021
Salesforce Field Service spring release adds map features
Salesforce dubs pandemic and post-pandemic times 'the appointment economy' for field service operations and builds mobile app features to accommodate it. Continue Reading
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News
14 Jan 2021
Capitol riots spark e-commerce terms of service enforcement
Shopify, Salesforce and Google take action in wake of Capitol riots, as adware and customer experience platforms play an uncomfortable role in political events and discourse. Continue Reading
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News
12 Jan 2021
Pegasystems acquires Qurious.io for Pega Customer Service
Pegasystems acquires Qurious.io for its customer service-oriented AI, natural language processing and self-service automation tools. Continue Reading
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News
11 Jan 2021
Salesforce Ventures tops $3 billion invested
Salesforce Ventures continues to invest heavily in partners to help build out its platform as the pandemic evolves customer needs. Q&A with managing partner Matt Garratt. Continue Reading
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Tip
29 Dec 2020
How the Salesforce-Zoom integration benefits sales
Video conferencing is now the primary form of communication for sales and marketing teams that rely heavily on meetings. The Salesforce Zoom integration increases efficiency. Continue Reading
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News
02 Dec 2020
Salesforce workflow automation tools, Hyperforce debut
Salesforce delivers new Einstein workflow automation tools and unveils what it calls the most significant tech advancement in the company's 21-year history. Continue Reading
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News
24 Nov 2020
Adobe CDP adds B2B-friendly features
Adobe CDP customers will get new features in 2021 that create workflows for marketing teams and connect to popular B2B marketing platforms -- starting with its own Marketo Engage. Continue Reading
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News
09 Nov 2020
Oracle CX suite adds tools for sales teams, digital commerce
Oracle tackles sales rep and e-commerce experience in the latest update to its CX application stack, retuned for the pandemic's remote-work and digital sales uptick. Continue Reading
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News
06 Nov 2020
Adobe forges data partnerships for Experience Platform
Adobe adds bidirectional feeds to Experience Platform to manage post-sale customer data from third-party sources such as customer service and loyalty program platforms. Continue Reading
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Feature
30 Oct 2020
How to navigate video conference recording privacy
Video conferences are convenient for companies whose employees are working remotely due to COVID-19, but now they must determine how to deal with recording and privacy concerns. Continue Reading
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News
26 Oct 2020
OpenText cloud suite adds developer, experience features
OpenText releases Cloud Edition 20.4, which gives users more development tools. It also adds applications to OpenText's burgeoning digital experience platform. Continue Reading
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Feature
26 Oct 2020
SharePoint Syntex automatically uncovers document metadata
AI can help organizations automatically uncover metadata and tag documents. Discover how Microsoft's SharePoint Syntex achieves this using machine learning and machine teaching. Continue Reading
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News
23 Oct 2020
Hyland acquires Alfresco ECM, content services
Hyland scoops up Alfresco in a CMS market consolidation. An expert says it's a good fit because Hyland's platform needs the accelerated cloud modernization that Alfresco can provide. Continue Reading
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News
22 Oct 2020
CEOs discuss Twilio's Segment customer data platform buy
Twilio plans to acquire Segment's customer data platform for $3.2 billion. The CEOs for both companies discuss the deal and 'the great digital acceleration' caused by COVID-19. Continue Reading
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News
20 Oct 2020
Acquia Drupal, Marketing Cloud get feature boosts
Acquia users get Drupal migration tools and marketing automation features built with technology from recent acquisitions as the company expands its digital experience platform. Continue Reading
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News
08 Oct 2020
Hyland Software CEO discusses Alfresco, RPA, blockchain
Hyland moves on incorporating Another Monday RPA, Learning Machine blockchain credentials into its platform. Alfresco integration waits in the wings as acquisition closes. Continue Reading
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News
18 Sep 2020
Oracle CX upgrades focus on field service, contact center
Oracle adds self-service features, field tech tools and call center capabilities to its CX stack in response to customers' business needs in pandemic. Continue Reading
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News
16 Sep 2020
Box Shield, mobile app upgrades on the way
Among a slew of coming upgrades, Box Inc. goes after Microsoft's government business with FedRAMP High certification. Continue Reading
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News
10 Sep 2020
Episerver to buy Optimizely, adds to CMS, e-commerce suite
As Episerver evolves into a digital experience platform under new leadership, the company adds native A/B testing functionality by acquiring Optimizely. Continue Reading
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News
08 Sep 2020
Salesforce e-commerce capabilities to expand with Mobify
Salesforce beefs up its headless e-commerce platform capabilities for enterprise retail customers with the acquisition of Mobify, a Canadian headless commerce hosting vendor. Continue Reading
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Tip
20 Aug 2020
How to manage unstructured data using an ECM system
Enterprise content management systems are the most common system in which businesses manage unstructured data, which includes documents, spreadsheets, and audio and video files. Continue Reading
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News
19 Aug 2020
Salesforce pulls plug on Einstein Voice Assistant
Salesforce's voice assistant made a big splash at Dreamforce last year, but the AI tool -- personified with the Einstein brand -- didn't survive the pandemic. Continue Reading
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News
18 Aug 2020
E-commerce business growth slows, but still a boom period
As the world partially reopens businesses shuttered due to the pandemic, new e-commerce tech investments may make gains from earlier this year permanent. Continue Reading
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News
29 Jul 2020
Oracle CX head Rob Tarkoff: Acquisition integrations complete
The executive vice president of CX and Oracle Data Cloud discusses how acquired technologies have been fully integrated into Oracle's customer experience SaaS application stack. Continue Reading
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Tip
28 Jul 2020
What the CCPA means for content security
Now that the CCPA is in full effect, businesses must adjust their processes to better protect content. Organizations should prioritize security to avoid fines. Continue Reading
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News
21 Jul 2020
Microsoft releases voice of the customer platform
Microsoft takes on Qualtrics with Dynamics 365 Customer Voice, a customer experience feedback tool native to its platform for retailers and B2B users. Continue Reading
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News
21 Jul 2020
Salesforce beefs up e-commerce order management features
Salesforce adds B2C-friendly order-management features to support internationalization of e-commerce, as well as pre-built integrations to channels such as Google and Instagram. Continue Reading
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Feature
17 Jul 2020
Health and wellness business reviews use of Salesforce CMS
Zenovate pivoted from offering in-person massages to prerecorded yoga videos while the COVID-19 pandemic continues to rage. Learn how the company used Salesforce's CMS to do so. Continue Reading
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News
09 Jul 2020
CCPA regulation enforcement begins; Salesforce an early target
Users of marketing, sales and e-commerce clouds -- and vendors, too -- are vulnerable to legal action under the CCPA, as enforcement begins and civil suit plaintiffs cite the data privacy law. Continue Reading
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Tip
30 Jun 2020
Microsoft products address digital workplace security
Microsoft is enhancing products with additional features to address content security, enabling businesses to minimize risks while employees continue to work at home. Continue Reading
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News
25 Jun 2020
Salesforce pushes forward with DNS security standard
A Salesforce-backed DNS security model to prevent downtime could become standard for multi-tenant cloud providers. Continue Reading
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News
23 Jun 2020
Salesforce Trailhead adds Einstein AI for learners
Salesforce's free training site, Trailhead, got AI features based on its products recommendation engine to guide admins, developers and consultants on personalized paths. Continue Reading
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News
19 Jun 2020
SAP C/4HANA leads discuss future of CX platform
New leaders of SAP's customer experience platform discuss its future direction, with a retrospective look at how CRM's past evolved into customer-centric CX technology. Continue Reading
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Answer
19 Jun 2020
How do AI tools such as Box Shield enhance content security?
Programs such as Box Shield use machine learning to better secure content, as it monitors existing content continually to learn about new cybersecurity threats over time. Continue Reading
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Tip
15 Jun 2020
How to use social networking CMS to create social media sites
Whether a company uses its own social CMS or a vendor's platform to create a social media site, it offers more features to users than mainstream social media platforms. Continue Reading
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News
29 May 2020
Facebook Shops, Salesforce deliver quick e-commerce tools
During pandemic stay-at-home orders, Salesforce, Facebook and Instagram capitalize on the digital sales boom that resembles a three-month holiday surge that hasn't let up. Continue Reading
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Tip
29 May 2020
4 cloud ECM best practices for businesses to heed
Employing cloud-based security, using team collaboration tools, and creating a system for naming and tagging files are necessary to manage content across a distributed enterprise. Continue Reading
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News
28 May 2020
Pega Academy goes free with Trailhead-like badges
On the eve of his company's user conference, Pegasystems CEO Alan Trefler discussed COVID-19, RPA tech, free Pega skills training and a new appreciation for old rival Salesforce. Continue Reading
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News
21 May 2020
Adobe Experience Manager buoys U.S. census during pandemic
The first U.S. Census digital experience was launched in time for the pandemic, and now Adobe looks to parlay the success into more government business. Continue Reading
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News
19 May 2020
Microsoft buys Softomotive to boost Power Platform RPA
Microsoft's acquisition of Softomotive gives Power Automate users a low-code RPA system to build bots for Windows-based tasks. Continue Reading
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Tip
19 May 2020
Get to know key features of content services platforms
A content services platform is more than a database -- it is an intelligent information engine. Organizations should be familiar with all the features of the CSP. Continue Reading
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Feature
18 May 2020
HubSpot enterprise CMS helps midmarket maintain websites
HubSpot launches new web content management system, offering a drag-and-drop page builder for noncoders and the ability for businesses to consolidate their website accounts into one. Continue Reading
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News
14 May 2020
Adobe releases AI tools for sales, marketing and e-commerce
Adobe beefs up its AI tools for Experience Platform, including a customer intelligence tool and ones for leads, content matching, channel monitoring and customer journeys. Continue Reading
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Tip
29 Apr 2020
What to consider with the digitization of business processes
Many companies want to go digital, but they shouldn't abandon physical paper. Not everyone can digitize quickly, so it's important to accommodate them in a digital transformation. Continue Reading
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Tip
28 Apr 2020
How businesses can optimize data-driven content creation
The amount of content available on the internet grows every day. It is important for businesses to use data to make sure their content reaches the intended audience. Continue Reading
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Feature
09 Apr 2020
Enterprise search software comparison
Enterprise search has always been both a necessity and a challenge, and vendors have sought to bring improvements to the market by adding AI to their products. Here's an overview. Continue Reading
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News
09 Apr 2020
New OpenText CE apps, services roll out
OpenText containerizes its applications for cloud deployment; adds raft of content services and features for customer experience support, security, and app development. Continue Reading
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Opinion
08 Apr 2020
What to expect from the Salesforce and Tableau integration
The Tableau integration with Salesforce has many users wondering how this will affect its approach to growth and development, and its place in the digital transformation marketplace. Continue Reading
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News
08 Apr 2020
Box Shield adds malware detection
Box Inc. quarantines malware-infected files with features that allow content to be viewed, with admin and security team alerts to address threats before they spread. Continue Reading
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News
31 Mar 2020
Salesforce Live web series offers tips for uncertain times
Salesforce execs and celebrity speakers deliver advice to help customers rewrite the sales and marketing playbook while working from home during the COVID-19 pandemic. Continue Reading
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Feature
26 Mar 2020
9 steps for negotiating deals with Salesforce
Understanding the Salesforce fiscal calendar, motivations of sales agents and what your businesses needs from a deal are key steps in negotiating contracts with the CRM giant. Continue Reading
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Tip
26 Mar 2020
Tips for creating remote call center programs amid COVID-19 pandemic
To create a sustainable work-from-home contact center program, businesses need to adjust a number of processes, including, hiring, training, supervision and technology. Continue Reading
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Feature
09 Mar 2020
Salesforce adds new features to Trailhead Live and Go mobile app
Trailhead Live now features a live chat option and is available on Trailhead Go. While the mobile app fills a need, users still gravitate toward the desktop version. Continue Reading
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News
04 Mar 2020
Zendesk Sunshine CRM, social media upgrades released
Zendesk upgraded Sunshine CRM and Support platforms to manage digital customer conversations, and added e-commerce tools that enable agents to work through order and payment issues. Continue Reading
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News
28 Feb 2020
Contentful App Framework first major release under new CEO
Contentful CEO Steve Sloan, who joined the company in November after leaving Twilio, discusses the release of App Framework, a bundle of APIs and workflow blueprints. Continue Reading
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News
27 Feb 2020
Salesforce Vlocity acquisition to aid vertical CRM integrations
As Salesforce co-CEO Keith Block steps down, the CRM vendor acquires Vlocity to spur growth in healthcare, energy, media, government, financial services and insurance. Continue Reading
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Tip
25 Feb 2020
4 benefits of business process automation
Companies are automating business processes to improve workflows and use technology effectively. Some benefits of BPA include unified digital experiences and increased organization. Continue Reading
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News
19 Feb 2020
Salesforce Sydney event moves online amid coronavirus concerns
As coronavirus spreads, Salesforce changed its March 4 live World Tour Sydney conference to a livestream event, citing safety concerns for employees, customers and Trailblazers. Continue Reading
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News
11 Feb 2020
Akeneo rolls out newest version of PIM software
Akeneo PIM version 4.0 features digital asset manager, API-integrated connection modules and AI attribute mapping to better organize enterprise data. Continue Reading
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Tip
06 Feb 2020
Decide if a paywall strategy is right for your business
Organizations that sell content might benefit from a paywall. Here are some questions to ask when deciding if a paywall strategy is right for your business. Continue Reading
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News
29 Jan 2020
Endpoint security key asset in $1.42B OpenText Carbonite acquisition
OpenText's chief product officer discusses how the recently acquired Carbonite -- which had recently acquired Webroot -- fits into the content services provider's product roadmap. Continue Reading
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Answer
27 Jan 2020
What's the difference between ECM vs. content services?
Content services platforms are the evolution of enterprise content management systems. Here's what you should know about each technology and how they work. Continue Reading
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News
15 Jan 2020
Ex-SAP exec steers Episerver CMS toward digital experience market
Alex Atzberger discusses leaving the helm of SAP's CX platform to become Episerver CEO. Now, Episerver looks to reinvent itself as a digital experience platform provider. Continue Reading
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Feature
07 Jan 2020
4 digital transformation terms to know
As technology evolves, businesses have no choice but to follow. Digital transformations are inevitable in order to keep customers and employees satisfied. Continue Reading
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Tip
03 Jan 2020
How to differentiate between CX and DX platforms
CX and DX platforms have similarities in how they manage content to produce interactive experiences, but they aren't the same. The difference is their underlying business purpose. Continue Reading
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Opinion
20 Dec 2019
Digital experience trends to watch in 2020
With the availability of AI, personalization engines and customer data platforms, businesses and consumers can expect improved digital experiences in 2020. Continue Reading
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Tip
20 Dec 2019
Business text messaging examples that engage customers
Business text messaging is making its way into enterprise CRM. Texting is among the most personal contacts people receive, and with proper use, can enhance customer relationships. Continue Reading
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News
16 Dec 2019
Deloitte launches Adobe Experience Platform accelerator
Deloitte-Adobe global joint strategic partnership for Adobe CDP deployments adds AI tools for Deloitte clients to measure customer experience on standard metrics. Continue Reading
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Opinion
13 Dec 2019
DNA as a content storage device is closer than you think
Storing content in DNA may one day be possible, but today, it's neither practical nor cost-effective. Here's where this technology stands in today's world. Continue Reading
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News
11 Dec 2019
Acquia acquisition of AgilOne CDP signals CX platform expansion
Acquia's acquisition of AgilOne, a customer data platform specializing in analytics, shows it's serious about competing against CX platforms from Adobe, Oracle and SAP. Continue Reading
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Tip
06 Dec 2019
Personalization engines help engage and retain customers
Content personalization is essential to getting the right material to the right customers. Here are some personalization engines that can help you better target your content. Continue Reading
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News
04 Dec 2019
New capabilities added to Alfresco Governance Services
The updates are intended to secure electronically stored information residing across different locations in light of recent regulatory changes, including the GDPR, FOIA and CCPA. Continue Reading
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News
21 Nov 2019
Salesforce Trailhead app makes learning more convenient
Learning Salesforce skills and boosting career potential gets easier with the new mobile app, Trailhead Go. Customers explore how they can take advantage of it. Continue Reading
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News
20 Nov 2019
How Salesforce mobile Einstein Voice Assistant can improve CX
The Salesforce mobile app’s Einstein Voice Assistant brings a variety of benefits to customers. The AI-enabled tool creates a more human interaction and could help improve self-service. Continue Reading
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News
18 Nov 2019
Oracle expands Customer Experience platform with Oracle Digital Sales
Features of the new CRM tool include Oracle Digital Assistant and a user interface that brings tasks frequently done by sales reps into one place to reduce data entries and clicks. Continue Reading
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News
18 Nov 2019
Salesforce mobile app, Trailhead Go rebuilt for iOS
Salesforce CEO Marc Benioff and Apple CEO Tim Cook take the Dreamforce stage as a rebuilt-for-iOS Salesforce Mobile, new Trailhead Go app and Swift-optimized mobile SDK debut. Continue Reading
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News
14 Nov 2019
Adobe Experience Platform CDP adds marketer-friendly features
Adobe adds features for non-IT marketing users to more easily deploy the Adobe Experience Platform CDP. Photoshop-like layering tools for data sets, previewed earlier this year, go live. Continue Reading
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News
14 Nov 2019
Acquia cloud CMS on AWS, Vista cash flow raise user expectations
Acquia's new venture backing and customer experience cloud apps precipitate a need for easier integrations and setup for future releases, customers and partners said. Continue Reading
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Feature
13 Nov 2019
Microsoft CDP helps businesses unify customer data
Microsoft Dynamics 365 Customer Insights takes data from disparate sales, service and marketing systems to bring it all into one golden record of the customer. Continue Reading
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News
13 Nov 2019
Adobe Sign introduces updates targeting mobile device users
The updates include a new home screen and a page for users to track the signing process, the ability to zoom and navigation buttons that help improve users' experience on mobile. Continue Reading
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Tip
12 Nov 2019
How Kaizala for Office 365 competes with ECM platforms
Kaizala is a solid option for a mobile messaging service, but organizations should consider its effect on enterprise content before rolling it out to users. Continue Reading
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News
12 Nov 2019
New Acquia Drupal tools show open source loyalty post-Vista deal
Acquia, recently acquired by Vista Equity Partners, remains committed to Drupal and moves deeper into the CX space with tools for e-commerce and marketing automation. Continue Reading
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News
11 Nov 2019
OpenText's Carbonite acquisition expands its cloud portfolio
OpenText acquires Carbonite, a vendor in cloud-based data protection and backup, disaster recovery and end-point security. Continue Reading