Customer Experience
Top Stories
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Tip
29 Jul 2026
How to choose a CX provider: A practical buyer's guide
When assessing new CX vendors and technologies, enterprise tech buyers need to consider several factors, including technical and business-level buying decisions. Continue Reading
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News
28 Jul 2026
Adobe releases AI search product catalog optimization tool
Soon, if not already, the customer relationship begins by persuading AI agents that your brand is legit. Continue Reading
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Feature
31 Dec 2018
Assess priorities before purchasing a marketing automation platform
The promise of marketing automation is exciting, but the proliferation of tools can be intimidating. Learn how to dispel the confusion when buying a marketing automation product. Continue Reading
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Guide
27 Dec 2018
Guide to AI in customer service using chatbots and NLP
Learn how AI and natural language processing technologies work together to create virtual agents. Examine the benefits of chatbots in contact centers and the skepticism surrounding their use. Continue Reading
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Podcast
24 Dec 2018
2018 in review: CRM morphs into CX software
Acquisitions and new products marked a busy 2018, with vendors like Salesforce, Adobe and SAP making splashy acquisitions while refocusing on customer experience. Continue Reading
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Guide
24 Dec 2018
GDPR compliance requirements for CRM managers
Learn how the General Data Protection Regulation applies specifically to the CRM space and how managers can best ensure compliance within their organizations. Continue Reading
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Podcast
24 Dec 2018
Current trends in content management indicate road ahead
CMS trends for 2019 promise to include more AI, and even more AI on top of that. E-commerce and personalization -- to effect more inbound revenue -- also promise to figure in. Continue Reading
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Opinion
20 Dec 2018
Salesforce CX, AI, integration tools are 2019 trends to watch
As the world pivots from CRM to customer experience management, Salesforce makes its own moves with research showing millennials value CX over the actual goods or services received. Continue Reading
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Feature
19 Dec 2018
Customer data to play important role in CX software in 2019
Analysts see customer data continuing to be the main objective for CX companies, and that integration between platforms and third-party applications will grow in importance. Continue Reading
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Tip
19 Dec 2018
6 customer intent metrics to prevent lead dropouts
Learn about the key metrics marketing teams can use to analyze customer intent, detect leads in danger of dropping out and focus energy on nurturing those leads. Continue Reading
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Feature
18 Dec 2018
Acquia transforms from WCM to digital experience platform
Acquia's product roadmap is a metaphor for many WCM vendors, which must focus on digital experience to remain competitive in a quickly evolving market. Continue Reading
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Feature
18 Dec 2018
2019 trends in content management: Personalization, AI
AI, personalization, open services platforms and vendor wars, content management software industry observers say, will be the top trends in 2019. Continue Reading
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Feature
17 Dec 2018
Salesforce Service Cloud Einstein AI's Next Best Action, Bots
Salesforce closes the distance between its cloud Einstein AI and IBM's Watson with flashy new features, as Service Cloud bows a no-code bot builder and a next best action tool. Continue Reading
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Answer
17 Dec 2018
How does Salesforce Einstein Bot differ from other AI?
Salesforce's no-code bot authoring tool competes with Google, Amazon and Microsoft, but differentiating capabilities make it potentially more useful for the Salesforce user base. Continue Reading
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Tip
17 Dec 2018
Is CRM with social media growing less trustworthy?
Comments made on social media can sometimes give businesses a skewed perception of consumer sentiment. Learn how to correct the data to inform business decisions. Continue Reading
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Infographic
17 Dec 2018
Salesforce acquisitions a big part of CRM vendor's busy 2018
Again, 2018 showed how important acquisitions are to Salesforce's growth and expansion into markets such as AI, e-commerce, integration and collaboration. Continue Reading
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Feature
14 Dec 2018
Use smart workflows to personalize customer experience
Smart workflows that automate certain decisions must become part of personalization strategies in order for CX teams to better guide customer journeys. Continue Reading
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Feature
13 Dec 2018
Which is the best ECM application for your business?
Examine the top commercial and open source ECM software to help you determine which product is best for your organization. Continue Reading
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Feature
11 Dec 2018
Microsoft adds CRM for nonprofits to Dynamics 365 lineup
CRM for nonprofits, such as Microsoft Dynamics 365 Nonprofit Accelerator, helps nonprofit organizations take advantage of business tools and shared data. Continue Reading
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Opinion
11 Dec 2018
Einstein Bot, Einstein Voice create new Salesforce channels
Born to compete with IBM's Watson, the Einstein cloud AI is in its third year of life and is exhibiting all the traits of a typical 3-year-old. Continue Reading
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Feature
11 Dec 2018
SharePoint features elevate Microsoft DMS in market
With new SharePoint features, Microsoft sets its sights on the document management space, which it has historically left to other vendors. Continue Reading
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Feature
11 Dec 2018
Payless ShoeSource switches digital asset management tools
A new DAM tool from Cloudinary helps the shoe seller get ready for the holiday shopping rush by automating the management of images on customer-facing websites. Continue Reading
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Tip
11 Dec 2018
8 tips for getting rich mystery shopping survey data
Mystery shopping data is only as good as the overall strategy for collecting it and setting up realistic customer experiences. Here are eight tips for investing your resources wisely. Continue Reading
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Feature
10 Dec 2018
Cloud collaboration benefits the future of work
The future of work relies on cloud collaboration abilities to keep employees and content connected, both inside and outside brick-and-mortar buildings. Continue Reading
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Feature
07 Dec 2018
Guidelines for navigating the sales software market
Figuring out whether your organization needs sales force automation, sales enablement or sales forecasting tools can be challenging, and that's before factoring in AI. Continue Reading
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Tip
07 Dec 2018
5 benefits of PowerApps forms for SharePoint
Microsoft PowerApps has been around since 2015, but it is just now beginning to beat out its predecessor, InfoPath -- originally a straight PDF competitor -- in functionality. Continue Reading
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Feature
07 Dec 2018
CRM for nonprofits rewires charitable giving
Salesforce.org Nonprofit Cloud and marketing automation tools help charitable organizations gain and retain valuable donors, giving them a more positive experience. Continue Reading
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Tip
07 Dec 2018
5 tips for picking a call center customer experience platform
Change comes to customer contact centers as cloud systems and the customer experience movement force IT leaders to rethink software stacks. Here's advice for choosing your next platform. Continue Reading
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Tip
06 Dec 2018
3 call center improvement strategies that boost efficiency
Call center agents must multitask like never before in this era of omnichannel service. How to increase efficiency with tech while relieving some of the load on the people. Continue Reading
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Feature
06 Dec 2018
Customer service AI tools can improve contact center
By adding AI to its Salesforce Service Cloud integration, Nokia is trying to bring a proactive approach to customer service, while adding AI to workflow. Continue Reading
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Answer
03 Dec 2018
How does Salesforce lead scoring benefit Sales Cloud?
Einstein lead scoring offers a customizable workflow and strives to get better at prediction over time, and Salesforce is one of the top three vendors in the field. Continue Reading
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Tip
29 Nov 2018
Managers learn AI basics with Salesforce Einstein Discovery
With many successes and failures, companies create their own AI apps with the use of Einstein Discovery. Users discuss their experiences along the way. Continue Reading
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Tip
29 Nov 2018
Salesforce Circles of Success help SMBs get up to speed
Circles of Success participants connect with other Salesforce users to swap challenges, tips and tricks for rolling out the platform in their businesses. Continue Reading
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Tip
29 Nov 2018
How to set up SharePoint Online in 9 steps
CIOs need to continually monitor and adapt to SharePoint Online's changes, avoiding common pitfalls to ensure a successful and effective rollout of the platform. Continue Reading
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Tip
29 Nov 2018
7 tips for improving marketing technology stacks
Being deliberate about integrating a new tool into marketing technology stacks will help ensure they produce ROI and makes processes more efficient. Continue Reading
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News
28 Nov 2018
Slack roadmap reveals new integration, collaboration in 2019
Slack plans to invest more in security, speed and integration with business productivity apps in 2019. The vendor revealed the plans in a roadmap presentation to admins this week. Continue Reading
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Tip
28 Nov 2018
8 tips for a successful Einstein artificial intelligence rollout
You'll fail a few times before you succeed with Einstein, Salesforce customers said at Dreamforce. Once you dial it in, though, success can follow. Here are eight ways to get there. Continue Reading
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Feature
27 Nov 2018
Customer support automation for B2B requires human touch
Robert Johnson of TeamSupport and Sandy Crowley of ICANotes offer tips on how B2B companies can use automation to supplement human customer support services. Continue Reading
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Feature
21 Nov 2018
Omnichannel customer service improves customer experience
Customers have come to expect brands to provide omnichannel customer service, but many companies are still overwhelmed by the idea of introducing new channels and training agents. Continue Reading
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Podcast
20 Nov 2018
Where's the beef? Wendy's chooses an open source WCMS
Imagine winnowing down a software platform from 25 vendors -- what Wendy's did when choosing its WCMS. The burger firm made the complex task simpler with a scorecard ranking system. Continue Reading
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Tip
20 Nov 2018
Why sending personalized marketing emails is an effective strategy
For some companies, personalizing email newsletter content still proves to be a highly effective marketing strategy for engaging customers and driving sales. Continue Reading
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News
19 Nov 2018
Zendesk CRM moves beyond customer service into CX
Zendesk moves on from focusing solely on customer service by adding analytics, sales force automation and CRM capabilities, while also providing third-party integrations on AWS. Continue Reading
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News
16 Nov 2018
At Acquia Engage, CTO talks of open source WCM, Red Hat buy
Drupal author and Acquia founder Dries Buytaert talks about how the web content management system written for fun is morphing into a platform from which CX and e-commerce flow. Continue Reading
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News
16 Nov 2018
Zoho CRM Plus gets AI boost, aims to connect departments
Zoho's new CRM release may help bring departments together, but it's unclear if the flood of AI tools and more data sharing will differentiate the vendor in the robust CRM market. Continue Reading
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Feature
16 Nov 2018
Five ways ECM software can benefit your organization
Think your business needs content management tools? Here are five use cases illustrating how ECM software addresses common compliance and management challenges that companies face. Continue Reading
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Feature
15 Nov 2018
Marketing automation tools make personalization possible
Marketing automation software can be a game-changer for sales and marketing departments, as it helps simplify campaign management and gauge the performance of marketing efforts. Continue Reading
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Tip
15 Nov 2018
SharePoint Online web parts modernize corporate intranet
Microsoft unveils new features that will allow users to access Office 365, social media, news feeds and PowerApps all within one SharePoint intranet site. Continue Reading
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Tip
15 Nov 2018
5 new features for SharePoint modern pages
SharePoint modern sites, a set of upgrades for SharePoint Online, give administrators the ability to customize sites without third-party applications. Continue Reading
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News
13 Nov 2018
SAP CX move with Qualtrics challenges Salesforce, Oracle
By acquiring Qualtrics, SAP is expanding beyond ERP and entering the CX space, challenging market leaders Salesforce, Oracle and Adobe. It also is expanding its HR tech suite. Continue Reading
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Tip
13 Nov 2018
5 tips for how to build a SharePoint intranet site
While enterprise users can be hesitant to switch to a SharePoint intranet site, there are many steps that SharePoint administrators can take to control and curate the content that end users are exposed to. Continue Reading
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Feature
12 Nov 2018
Using Shuttle to track sales leads and close deals
Using Shuttle to track sales leads, sales reps at CBC Settlement Funding can focus less on coordinating follow-up emails and nurturing campaigns and more on closing deals. Continue Reading
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Answer
12 Nov 2018
How can I maximize the Salesforce-Google Cloud integration?
Find out four new ways to make the most of the Google and Salesforce integration, including updates to the Salesforce data connector for Google Sheets. Continue Reading
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Feature
12 Nov 2018
HubSpot CMS targets WordPress users with stand-alone product
With the growing importance of customer experience personalization, HubSpot is offering its CMS as a stand-alone product to help customers' web businesses. Continue Reading
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News
09 Nov 2018
Cloud e-commerce IT battle pits content management vs. CRM
ERP-based and stand-alone e-commerce systems dominate the market. As more companies go to the cloud, CRM and CMS vie to be the next foundation of e-commerce. Continue Reading
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Feature
09 Nov 2018
Salesforce salary survey details pay among professionals
A new survey of Salesforce professionals, published by Mason Frank International, analyzes Salesforce salary data, employment trends and diversity. Continue Reading
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Guide
09 Nov 2018
Guide to customer experience management best practices, technologies
Customer experience management is growing. Learn about technologies, strategies and best practices that businesses are applying to their CEM. Continue Reading
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Feature
08 Nov 2018
4 signs Salesforce skills demand outpaces talent pool
Survey points to four reasons the demand and salaries for Salesforce admins, developers and other professionals is high, but talent pool can't meet it. Continue Reading
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Feature
08 Nov 2018
Will Salesforce decaNLP model live up to the hype?
Salesforce's decaNLP model made a big splash at Dreamforce. But can it deliver on its promises? Here's what to expect from the natural language processing initiative. Continue Reading
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News
07 Nov 2018
Dropbox Extensions gives users chance to try other vendors
The new Dropbox integrations will bring APIs to other file editing and e-signature vendors, making it easier for users to update files without toggling through applications. Continue Reading
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Feature
05 Nov 2018
Q&A with IBM Watson's call center AI tech lead
We sit down with IBM's contact center AI lead to talk about chatbots and their evolving role as human customers and support agents learn to coexist with them. Continue Reading
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Feature
05 Nov 2018
Content management tools address digital content challenges
With the digital content explosion and increasing mandates come the need to manage all those files. ECM tools do just that and more, ever evolving to meet changing business needs. Continue Reading
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Feature
31 Oct 2018
M-Files QMS implementation helps Farbest Brands wrangle docs
Farbest Brands spent years shopping for technology that would foster compliance with the Food Safety Modernization Act of 2011. It finally settled on a quality management system. Continue Reading
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Feature
31 Oct 2018
Box takes on OpenText, Microsoft as enterprise content hub
Enterprise content management platforms will become the single source of truth for knowledge for desktop and mobile devices. Box hard-charges bigger competitors to win that spot. Continue Reading
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Podcast
29 Oct 2018
Future of SharePoint on solid ground, despite rumors
On the Pipeline, Microsoft GM Seth Patton contemplates SharePoint's future and how it fits in with Office 365 cloud, Teams, OneDrive and AI initiatives. Continue Reading
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News
25 Oct 2018
Adobe Magento Commerce Cloud brings e-commerce muscle
After acquiring Magento for $1.7 billion earlier this year, Adobe has integrated its commerce product into Adobe Experience Cloud for both enterprises and SMBs. Continue Reading
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Podcast
24 Oct 2018
How enterprises use dynamic pricing algorithms with AI, CRM
Born out of the '80s era of airline deregulation, dynamic pricing finds new life and popularity when mixed with AI. In this Pipeline podcast, we talk with Ulrich von Beck of Pros. Continue Reading
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News
23 Oct 2018
Oracle CX Unity unveiled at OpenWorld
In an attempt to compete with Salesforce, Oracle unveils Subscription Management, a software tool to help users manage the growing number of consumer-facing subscription products. Continue Reading
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Tip
22 Oct 2018
Tips to build a successful digital customer service strategy
CRM pros from Wendy's, Chamberlain Group and DoorDash offer tips for integrating Salesforce AI and social media channels to create a successful digital CX strategy. Continue Reading
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News
22 Oct 2018
FinancialForce adds Einstein Analytics to back office
FinancialForce added an analytics layer to its Professional Services Automation product to help its users find better insights in their back-office applications. Continue Reading
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Feature
19 Oct 2018
Invest in people for better customer experience in marketing
At the MarTech conference, analysts discussed the importance of customer experience in marketing, customer data protection and designated martech leadership. Continue Reading
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Tip
19 Oct 2018
AI sales technology trends for 2019 and beyond
AI automation tools for sales technology have the potential to lead sales teams toward certainty in their decision-making, grow pipelines and reduce risks. Continue Reading
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Answer
18 Oct 2018
How does Salesforce Einstein Language NLP improve productivity?
Salesforce NLP learns in a manner similar to that of the human brain, performing a variety of functions, such as semantic parsing, summarization and more. Continue Reading
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Podcast
17 Oct 2018
Pipeline podcast ranges over Dreamforce news
Einstein Voice, Customer 360, Salesforce partners and all things Dreamforce. The Pipeline podcast takes on these developments and takes an inside look at Salesforce Tower, too. Continue Reading
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Feature
11 Oct 2018
Voice commerce rides on the backs of little smart speakers
The use of voice assistants and smart speakers continues to rise, but now companies are looking for ways to apply voice commercially in B2B and B2C sales. Continue Reading
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News
10 Oct 2018
Google Analytics for Salesforce helps users scour web data
Salesforce will sell Google Marketing Platform products on its own site in North America, strengthening the partnership between the two software giants. Continue Reading
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Feature
09 Oct 2018
Loyalty rewards program fuels convenience store's CX
Since launching a loyalty rewards program last year, convenience store and gas station Yesway has driven 45.2% of loyalty members from the pump to the store. Continue Reading
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Tip
09 Oct 2018
How artificial intelligence in customer service improves CX
AI in customer service enables products and services companies to respond to consumers before the customer experience breaks down and negatively affects retention. Continue Reading
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News
26 Sep 2018
Salesforce Einstein Voice, Customer 360 data sharing on deck
Salesforce users to benefit from new and extended partnerships with Apple, AWS and IBM, the upcoming Customer 360 integration tool and Einstein Voice. Continue Reading
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News
26 Sep 2018
Salesforce Health Cloud roadmap boasts payer tools, CX, AI
Salesforce users in healthcare get tools that bring membership and benefits data and insurance utilization and claims data analysis tools into Health Cloud. Continue Reading
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News
26 Sep 2018
Clicks-and-bricks one-up online companies with behavioral data
Physical stores and banks are closing, losing ground to more agile online competitors. Technology and data can help them fight back. Continue Reading
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News
25 Sep 2018
Salesforce AI users reveal pros and cons
Salesforce Einstein users shared their experiences with the AI tools, including the challenges of getting the C-suite to buy in. Continue Reading
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News
24 Sep 2018
Open data, customer experience AI the focus for retail automation
AI is infusing the customer experience not only online, but in stores. At Ignite, SAP, Adobe and Microsoft joined forces for the common goal of sharing data to push AI even further. Continue Reading
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Tip
21 Sep 2018
4 tips on getting up to speed with GDPR for U.S. companies
When GDPR went into effect four months ago, some U.S. companies just shut down communications with EU customers, but compliance can benefit organizations and marketers. Continue Reading
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Podcast
20 Sep 2018
New HubSpot products strategy, CMS updates from Inbound
At Inbound 2018, HubSpot unveiled a new enterprise product line. It also introduced the flywheel, a circular metaphor for the customer relationship with sales, marketing and service. Continue Reading
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News
19 Sep 2018
Microsoft Dynamics 365 AI going hard after Salesforce
Microsoft hammers Salesforce by launching low-code, AI-based virtual agents for customer service. Also: New tools for sales and marketing add automated insights to Dynamics 365. Continue Reading
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Conference Coverage
18 Sep 2018
Dreamforce 2018 conference highlights and key takeaways
Salesforce will reveal new features, tools and platform updates at Dreamforce 2018 in San Francisco Sept. 25-28. Use this guide to stay up to date. Continue Reading
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News
18 Sep 2018
Dreamforce brings Salesforce products upgrades
More than 150,000 attendees are expected at Dreamforce in San Francisco, where Salesforce will show how recent acquisitions fit into its product platform. Continue Reading
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News
14 Sep 2018
Adobe acquisition of Marketo could shake up industry
Adobe looking to acquire Marketo could also be a ploy to incite a bidding war for Marketo from its holding company, Vista Equity, according to an analyst. Continue Reading
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Feature
13 Sep 2018
Salesforce implementation offers window into partner management
Implementing Salesforce Sales Cloud, Service Cloud and Community Cloud has enabled a national window treatment company to streamline its operations. Continue Reading
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Feature
10 Sep 2018
AI-assisted image and video search is next content frontier
You can search text, but it's harder to catalog images and video. New tools are automating those processes at the enterprise level. Continue Reading
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Podcast
07 Sep 2018
HubSpot products expand reach into enterprise
HubSpot's VP of products details the newest HubSpot enterprise-level offerings, as well as HubSpot's new video tool. Also: A glimpse of what's on the future roadmap. Continue Reading
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News
06 Sep 2018
HubSpot enterprise edition unveiled
In addition to releasing enterprise-level systems, HubSpot unveiled a CMS tool for companies to build and customize websites, and a video tool to help create content. Continue Reading
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Podcast
06 Sep 2018
Box AI strategy looks to give users AI development tools
Box wants to be the hub of its enterprise users' software and AI content ecosystems with integrations and partnerships ranging from Google, IBM and Microsoft to Slack and Facebook. Continue Reading
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News
31 Aug 2018
Box-IBM AI connection core component of Box partner strategy
Box and IBM continue to expand their three-year relationship. As a result, IBM became the first Box AI partner to develop custom AI applications for Box Skills Kit. Continue Reading
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News
30 Aug 2018
Box Skills Kit to hit market soon in general release
Box says its Box Skills Kit AI development system will be generally available in December 2018. Meanwhile, Box moved on workflow automation, cybersecurity and Google integration. Continue Reading
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News
29 Aug 2018
Box Activity Stream embeds Salesforce, Slack in Box viewer
Box advances its digital workplace strategy with Activity Stream, which enables users to access business apps like Salesforce, Slack and DocuSign within the Box viewer. Continue Reading
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News
29 Aug 2018
Add web content personalization to your marketing strategy
Josh Mueller, global head of marketing at Dun & Bradstreet, talks about how quality data drives innovative marketing solutions such as web content personalization and AI chatbots. Continue Reading
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News
27 Aug 2018
M-Files cloud subscription turns hybrid with M-Files Online
The ECM industry is continuing to move toward cloud management, yet there are still data migration and security worries preventing some organizations from updating legacy systems. Continue Reading
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News
24 Aug 2018
Box admins get a deeper view with Insights Dashboard
In the GDPR era, compliance and security become heightened concerns. Box Insights Dashboard gives administrators a look into enterprise cloud activity. Continue Reading
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News
21 Aug 2018
HubSpot Conversations adds chatbots, collaborative inbox
HubSpot sales, marketing and service hubs get new features with Conversations, previewed last year and going live this month. Continue Reading
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News
20 Aug 2018
Box AI, workflow automation strategies about to unfold
Box is set to reveal new AI and workflow automation tools to add to its cloud content services platform -- technology seen as key to the vendor's future. Continue Reading
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Tip
17 Aug 2018
Office 365 SharePoint Online features raise CIO concerns
Most of Office 365's products can help solve specific challenges facing CIOs, but they also seem to compete directly with some of SharePoint's own capabilities. Continue Reading