Customer Experience
Top Stories
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Feature
28 Aug 2026
Enterprise software management expands from apps to capabilities
Application management still matters, but embedded AI requires enterprises to track and govern individual capabilities inside the software they already use. Continue Reading
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Feature
27 Aug 2026
AI turns application administration into business policy
AI does not reinvent application administration. It makes some settings consequential enough that enterprises need clearer decision rights and governance. Continue Reading
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Feature
12 Mar 2026
Signals emerging across enterprise infrastructure decisions
Device ecosystems, identity frameworks and orchestration tools reveal how enterprise platforms are beginning to interact as part of broader infrastructure systems. Continue Reading
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Feature
12 Mar 2026
15 customer service email templates and tips
Email remains a key customer service channel for many organizations. Explore 15 customer service email templates teams can use to respond to common support scenarios. Continue Reading
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News
12 Mar 2026
Stitch Fix's AI brand agent -- with human help -- nails the look
You can't legislate good taste, but you can have agentic AI steer customers into it. Continue Reading
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News
12 Mar 2026
Agentforce Contact Center brings native CCaaS to Salesforce
Salesforce launches Agentforce Contact Center, a native CCaaS platform that unifies voice, AI, CRM and digital channels to deliver personalized, proactive customer service. Continue Reading
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Tip
11 Mar 2026
What are the top limitations of Microsoft Power Apps?
Microsoft Power Apps is widely used for low-code app development, but organizations should understand limitations related to licensing, integrations, scalability and app management. Continue Reading
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Tip
11 Mar 2026
5 economic models that drive AI success in CX strategies
Integrating AI technologies into customer experience workflows can cut costs. But focusing solely on cost reduction misses opportunities to accelerate revenue. Continue Reading
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Tip
10 Mar 2026
Employee conversational analytics unlocks business insights
Employee engagement tools, compliance platforms and meeting summaries can track employee conversations for business leaders. But watch out for privacy issues. Continue Reading
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Feature
10 Mar 2026
How costs leak between enterprise software systems
Cost problems rarely start inside a single system. They emerge between ERP, HR and CX platforms where fragmented data, automation layers and workflow gaps quietly accumulate. Continue Reading
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News
06 Mar 2026
Pegasystems adds vibe coding to Blueprint app builder
Pega Blueprint combines conversational code with drag-and-drop feature editing. Continue Reading
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Tip
06 Mar 2026
A guide to contact center security best practices
Follow this comprehensive contact center security checklist that encompasses technology safeguards, customer data protection procedures and common business sense. Continue Reading
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News
05 Mar 2026
Salesforce rolls out Agentforce Health AI agents
Agentforce Health updated to automate more processes. Continue Reading
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Tip
04 Mar 2026
Omnichannel orchestration engages customers, drives revenue
Omnichannel orchestration enables businesses to personalize customer interactions, reduce friction and coordinate teams for lasting business outcomes and customer loyalty. Continue Reading
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Tip
04 Mar 2026
How to remove digital signatures from a PDF
Digital signatures verify document integrity and execute agreements. Learn how to remove digital signatures from a PDF for revisions or redaction. Continue Reading
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Tip
03 Mar 2026
Identity-first CX blends customer convenience and security
Identity-first customer experience is an interesting and ambitious concept that melds customer ease of use and security controls. Sounds great, but can it be done? Continue Reading
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News
03 Mar 2026
SAP renames Emarsys SAP Engagement Cloud
The legacy of SAP's Qualtrics acquisition is complete. Continue Reading
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Tip
27 Feb 2026
How to improve the contact center experience for customers
Customers expect contact center interactions to be fast, seamless and personal, but improving the experience requires balancing automation, self-service and human support. Continue Reading
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Tip
27 Feb 2026
10 strategies to improve contact center agent performance
Contact center agent performance improves when organizations combine training, feedback, routing and self-service with the right data, tools and support. Continue Reading
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Opinion
27 Feb 2026
Potential Salesforce pricing reset latest sign of 'SaaSpocalypse'
What on earth is an Agentic Work Unit? Continue Reading
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Feature
27 Feb 2026
Why CX platforms are becoming cost-cutting tools
Customer experience platforms are evolving into systems of cost control, exposing hidden operational inefficiencies and reshaping how customer operations are managed. Continue Reading
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News
25 Feb 2026
Salesforce acquisition of Momentum to boost sales functions
Salesforce to add AI-powered revenue orchestration to sales features. Continue Reading
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Feature
25 Feb 2026
4 governance pressures shaping enterprise AI
Enterprise AI may move fast, but institutional accountability does not. Governance and structural alignment determine how safely AI expands into customer-facing systems. Continue Reading
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Tip
23 Feb 2026
6 ways customer experience can increase sales
A strong customer experience strategy increases retention, drives repeat revenue and creates competitive advantage. Explore six ways CX directly influences sales growth. Continue Reading
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News
20 Feb 2026
Oracle drops a truckload of CX-centric generative AI agents
Oracle's tactical deployment of AI boosts Fusion Cloud Applications for sales, service and marketing. Continue Reading
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News
17 Feb 2026
Salesforce's acquisition of Cimulate to boost AI shopping
Agentforce Commerce is the beneficiary of Salesforce's latest startup buy. Continue Reading
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Opinion
11 Feb 2026
Salesforce layoffs continue as high-ranking executives leave
Salesforce lays off more, turnover hits the top echelons, and Benioff's ICE wisecracks draw fire from the employees who remain. Continue Reading
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Feature
11 Feb 2026
Enterprise IT's shrinking margin for error on major decisions
As dependencies pile up, enterprise software decisions lock in earlier than leaders expect -- reducing flexibility across platforms, systems and architectures. Continue Reading
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Feature
11 Feb 2026
Call center vs. contact center: What's the difference?
Call centers focus on voice support, while contact centers manage customer interactions across channels using shared data, automation and AI to shape modern CX strategies. Continue Reading
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Tip
11 Feb 2026
8 contact center challenges and how to address them
Modern contact centers face persistent challenges around customer expectations, staffing and data access. Addressing them requires more than incremental operational fixes. Continue Reading
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Tip
05 Feb 2026
Top 19 contact center platforms of 2026
By now, many contact center software providers offer similar features. But large and small enterprises should consider some key differences among vendors. Continue Reading
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News
03 Feb 2026
Vendors hawk everything AI; retailers take measured approach
The vendors will build it, but will the retailers come? Continue Reading
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Tip
29 Jan 2026
Customer interaction analytics spurs better business results
Collect, dissect and act on customer interaction data. Integrate it with different company departments, especially the C-suite. And watch out for privacy issues. Continue Reading
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Tip
29 Jan 2026
How the convergence of UCaaS and CCaaS affects businesses
UCaaS and CCaaS platforms continue to converge as organizations look to unify internal and customer communications. Integration can deliver benefits, but it requires planning and clear requirements. Continue Reading
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Tip
26 Jan 2026
Proactive customer service drives satisfaction and revenue
Proactive customer outreach provides several benefits for businesses. It generates revenue, improves customer satisfaction and takes advantage of AI workflows. Continue Reading
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Feature
26 Jan 2026
The quiet shift that made AI unavoidable
From visual search to enterprise collaboration, AI is arriving quietly inside existing tools and changing behavior before anyone calls it a decision. Continue Reading
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Tip
16 Jan 2026
Top field service management software platforms for 2026
The rise in remote work has spawned innovations in field service management. As a result, enterprise tech buyers now have several FSM product features to consider. Continue Reading
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News
15 Jan 2026
Box releases Box Extract, its AI metadata agent
Line-of-business Box users can now tag contracts, reports and other commonly used docs with plain-language instructions, which an agent processes. Continue Reading
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News
14 Jan 2026
Slackbot's agentic AI makeover gives users their copilot
Slack's chat assistant morphs into an agent. Continue Reading
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Tip
12 Jan 2026
Visual search optimizes images, improves customer reach
E-commerce professionals and CX leaders should follow certain visual search strategies to improve online product visibility and customer engagement. Continue Reading
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News
10 Jan 2026
E-commerce AI the focus of Salesforce Agentforce updates
Salesforce updates Agentforce Commerce with AI tools for personalization. Continue Reading
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News
08 Jan 2026
SAP previews AI-native systems for retailers
SAP makes AI the focus of retail vertical updates. Continue Reading
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Tip
07 Jan 2026
CX trends enterprise leaders should know in 2026
Customer experience is undergoing a great deal of change. As a result, business tech buyers should take note of some key CX trends shaping the industry in 2026. Continue Reading
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Feature
07 Jan 2026
Why enterprise AI is becoming a governance issue
As teams plan for the year ahead, AI decisions are shifting away from capability questions and toward ownership, control and accountability. Continue Reading
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Feature
02 Jan 2026
The top 6 content management trends in 2026
AI technology continues to shape the content management market. It underpins top trends in 2026, including generative AI, agentic AI and predictive analytics. Continue Reading
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News
29 Dec 2025
Agentic orchestration, the next AI issue for CIOs to tackle
Salesforce, ServiceNow, AWS and others would like to manage all of your AI agents. Continue Reading
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Tip
23 Dec 2025
7 customer experience trends to know in 2026
Customer interaction analytics, autonomous agents and AI-driven upsells are some of the CX trends that could boost revenue, cut costs and improve customer service. Continue Reading
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Feature
19 Dec 2025
12 content collaboration platforms for enterprises in 2026
When evaluating content collaboration platforms, business leaders have several options and must choose carefully to find one that best fits their needs. Continue Reading
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News
18 Dec 2025
Agentic AI security focus of ServiceNow acquisition targets
ServiceNow attempts to build one (secure) platform to rule them all. Continue Reading
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News
18 Dec 2025
Hyland continues pivot to AI-fueled enterprise platform
Can a fragmented ECM landscape support agentic AI? Hyland's Jitesh Ghai believes it can be done. Continue Reading
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Tip
17 Dec 2025
Best enterprise content management software of 2026
When buying enterprise content management software, businesses have several products to consider. Here are some of the leading ECM platforms to evaluate. Continue Reading
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News
15 Dec 2025
What Salesforce's AI agents can do for nonprofits
Salesforce Agentforce Nonprofit goes live, extending agentic AI to resource-constrained organizations. Continue Reading
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News
11 Dec 2025
Salesforce adds Informatica to Data 360, MuleSoft fold
Informatica brings a potentially stronger data foundation to Data 360 and, by extension, Agentforce. Continue Reading
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Tip
11 Dec 2025
AI creating new contact center jobs for agents
While AI spawns new customer-facing and AI support roles, contact center leaders must consider the costs associated with retooling and upskilling their workforce. Continue Reading
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Opinion
05 Dec 2025
At this juncture, AI's influence on e-commerce is still muddy
The bottom line: AI is driving some sales, but it's hard to quantify. Continue Reading
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Tip
05 Dec 2025
How to choose the right content management system
When shopping for a CMS platform, organizations should consider several factors, including security, compliance and cost. A friendly UX would be nice, too. Continue Reading
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Tip
02 Dec 2025
Contact center back-end integrations drive revenue growth
By integrating contact center software with back-office apps, companies can improve employee productivity, customer satisfaction and ultimately their bottom line. Continue Reading
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News
30 Nov 2025
AWS loads Amazon Connect with customer service AI agents
AWS brings AI agents to Amazon Connect. Continue Reading
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News
26 Nov 2025
Toyota's plan for contact center AI deployment
Toyota wants to enable its contact center agents to provide better service, not eliminate their jobs. How AI figures in. Continue Reading
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Feature
25 Nov 2025
What agentic commerce means for CXOs and B2B buying
Agentic commerce, like ChatGPT shopping, could streamline B2B product procurement. But enterprise infrastructure, security and purchasing validation processes need to be figured out. Continue Reading
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News
20 Nov 2025
Adobe bolsters AI SEO with planned $1.9B Semrush acquisition
AI is eating web traffic. The Adobe-Semrush merger might help marketers adapt their strategies. Continue Reading
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Opinion
19 Nov 2025
OpenText's agentic AI glow-up
While OpenText has talked AI agents before, its new vision is a radical departure. Continue Reading
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News
18 Nov 2025
OpenText users get their Aviator enterprise content AI platform
OpenText: More homegrown AI tools, fewer acquisitions. Continue Reading
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Feature
14 Nov 2025
Early adopters of agentic AI for customer service offer advice
Two successful early adopters of Salesforce's agentic AI have molded it to customer service business needs. Continue Reading
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Tip
14 Nov 2025
How accounts receivable AI increases cash flow and efficiency
AI in accounts receivable is a financial force for many businesses as it accelerates cash collections and predicts payment behavior. The ROI is really good, too. Continue Reading
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News
12 Nov 2025
Cisco embeds agentic AI across customer journey
Agentic AI is reshaping CX by enabling proactive, personalized support. But it's important to balance AI automation and human expertise for complex customer needs. Continue Reading
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News
12 Nov 2025
The CX universe takes on healthcare with agentic AI
Ready or not, CX tech vendors are tackling healthcare with agentic AI. Continue Reading
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News
28 Oct 2025
Adobe advances GenStudio AI for video, Firefly, and ad prep
Adobe builds more agentic AI, other features into GenStudio; also introduces Firefly Foundry to host complex AI models for large customers. Continue Reading
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Opinion
22 Oct 2025
For Salesforce, is Ohana over?
Benioff gets blasted by everyone -- except Elon Musk. Continue Reading
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Definition
15 Oct 2025
What are virtual agents and how are they being used?
A virtual agent is an AI-powered software application or service that interacts with humans or other digital systems in a human-like manner, most often using natural language. Continue Reading
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News
13 Oct 2025
Salesforce to release Agentforce 360, Slack agents
Salesforce renames Data Cloud yet again, and ports many sales, marketing, HR and more functions to Slack via agentic AI. Continue Reading
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News
09 Oct 2025
Salesforce rolls into ITSM with Slack-based agentic AI platform
Salesforce hopes to turn Slack customers into ITSM users. Continue Reading
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News
07 Oct 2025
Oracle adds AI agents to Fusion CX applications cloud stack
Oracle beefs up agentic AI capabilities for users of CX Fusion apps. Continue Reading
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Answer
07 Oct 2025
Why is a content audit useful?
A content audit is useful because it can help enterprises revive website content performance, boost audience engagement and ultimately improve business outcomes. Continue Reading
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News
06 Oct 2025
SAP CX adds loyalty management, AI agents
SAP lands and expands its CX lineup with agentic AI. Continue Reading
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Feature
02 Oct 2025
MLB, Shield Companies boost engagement with Zoom CX
IT leaders from The Shield Companies and MLB discuss why they adopted the Zoom CX suite to scale operations, improve customer engagement and use AI for real-time insights. Continue Reading
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Tip
01 Oct 2025
How to conduct a content audit: Step-by-step with template
To conduct a content audit, enterprises should follow eight comprehensive steps to improve their content performance, audience engagement and digital presence. Continue Reading
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News
30 Sep 2025
ServiceNow makes the case to users for AI management
ServiceNow keeps up its campaign to own AI orchestration, challenges Salesforce with new CRM tools as Salesforce claps back with its own ITSM offering. Continue Reading
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News
30 Sep 2025
Contentsquare previews agentic AI-driven content analytics
Content analytics can be complicated, but natural language and agentic AI can simplify the process. Continue Reading
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News
29 Sep 2025
Sprinklr adds AI agents for marketing, CCaaS, more
Sprinklr users get their AI agents for marketing, service and customer feedback, custom-tuned to verticals. Continue Reading
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News
24 Sep 2025
Sitecore CEO: Embedded agentic AI is the future of business
As AI disrupts website traffic and remakes marketing techniques, Sitecore CEO Eric Stine discusses the future of agentic AI for customer experience. Continue Reading
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Tip
23 Sep 2025
12 sales pipeline management best practices
A few sales pipeline management best practices include monitoring key metrics, ensuring data is accurate and prioritizing high-value and high-intent prospects. Continue Reading
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Definition
22 Sep 2025
Customer acquisition cost (CAC): How to calculate and reduce it
Customer acquisition cost (CAC) is the cost associated with convincing a consumer to buy your product or service, including research, marketing and advertising costs. Continue Reading
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Tip
18 Sep 2025
What are the 7 stages of the sales pipeline?
The seven stages of the sales pipeline are prospecting, lead qualification, initial contact, proposal, negotiations, deal closing and customer retention. Continue Reading
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Feature
16 Sep 2025
Is SEO dead? How GenAI changed search
No, SEO is not dead. Despite the rise of AI search, SEO remains the biggest source of web traffic and can help brands appear in AI search. Continue Reading
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News
11 Sep 2025
Box upgrades AI document extraction and security services
Box dives into agentic AI for enhanced security and intelligent document processing. Continue Reading
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Tip
11 Sep 2025
8 tools to support a content audit
These leading content audit tools can enhance content optimization and refine SEO strategies, ultimately boosting organic traffic performance. Continue Reading
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Feature
10 Sep 2025
Headless CMS vs. decoupled CMS: What's the difference?
Both headless and decoupled CMSes support omnichannel publishing. Yet, headless systems have no native front end, whereas decoupled CMSes have an optional one. Continue Reading
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News
10 Sep 2025
Adobe releases AI marketing agents, orchestration platform
Adobe users can now orchestrate prefab AI marketing agents, and soon will be able to create their own. Continue Reading
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Infographic
09 Sep 2025
The history and evolution of CRM
Early CRM systems only stored basic contact information. Yet, they have evolved into complex AI platforms that automate various sales, marketing and customer service tasks. Continue Reading
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Definition
09 Sep 2025
What is OCR (optical character recognition)?
OCR (optical character recognition) is the use of technology to distinguish printed or handwritten text characters inside digital images of physical documents, such as a scanned paper document. Continue Reading
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News
09 Sep 2025
Genesys updates contact center AI agent, orchestration tools
Genesys will add AI orchestration and agentic interoperability capabilities. Continue Reading
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Tip
04 Sep 2025
How to create customer profiles, with examples
Creating customer profiles gives brands a deep understanding of customers' needs and results in more successful marketing strategies. Here are the steps to get started. Continue Reading
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Tip
04 Sep 2025
How to integrate GEO with an SEO strategy
Marketing teams can research conversational queries, add FAQ sections to content and use natural language to integrate GEO into an existing SEO strategy. Continue Reading
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News
03 Sep 2025
HubSpot adds 200 features to platform, much of it agentic AI
HubSpot adds to its Breeze agentic AI componentry. Continue Reading
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Tip
03 Sep 2025
How to manage your sales pipeline
Proper sales pipeline management can enhance forecasting, spot bottlenecks and drive revenue growth. Learn essential strategies to manage a sales pipeline effectively. Continue Reading
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Feature
28 Aug 2025
How to use generative AI for sales
Sales teams can use generative AI to create personalized content, coach sales reps and improve forecasting. However, challenges include scaling and data readiness. Continue Reading
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News
28 Aug 2025
Salesforce Agentforce for Public Sector woos government users
Salesforce sets up MCP servers and testing environments for AI agents, and customizes Agentforce for the government vertical. Continue Reading
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Tip
22 Aug 2025
10 common file-sharing security risks and how to prevent them
IT administrators must understand the top file-sharing security risks and how to ensure they don't create vulnerabilities for the broader organization. Continue Reading
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News
21 Aug 2025
Proposed U.S. law targets contact center AI, offshoring
Contact centers are in the sights of bills before the House and Senate with bipartisan support. Continue Reading
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News
20 Aug 2025
GenAI makes its way into Microsoft Excel, Adobe Acrobat Studio
The new AI features transform documents and spreadsheets into interactive tools that enhance productivity and streamline workflows across industries. Continue Reading
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Tip
20 Aug 2025
8 challenges customer success teams face
Effective customer success improves retention and growth, but many teams struggle to understand customers' goals, create a smooth onboarding process and align with sales teams. Continue Reading