Customer Experience
Top Stories
-
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
-
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
-
News
19 Aug 2025
AI agents evolve how automated customer service works
Thrive, a managed services provider, discusses real-world applications of AI agents for customer service. Continue Reading
-
News
12 Aug 2025
'AI receptionist' IVR takes flight with customer service
Traditional rules-based interactive voice response technology could be on its way out. Continue Reading
-
Feature
12 Aug 2025
How to use generative AI for marketing
Organizations can use generative AI to write marketing content and analyze customer data quicker than a human. However, the tools require basic prompt engineering skills. Continue Reading
-
Definition
07 Aug 2025
What is direct marketing?
Direct marketing is a type of advertising campaign that seeks to elicit an action (such as an order, a visit to a store or website or a request for further information) from a selected group of consumers in response to communication from a marketer. Continue Reading
-
Tip
07 Aug 2025
9 sales pipeline management tools
CRM platforms and sales tools can help teams manage their sales pipelines and improve productivity across the board. These tools include Freshsales and Salesforce Sales Cloud. Continue Reading
-
News
05 Aug 2025
Salesforce, ServiceNow invest in Genesys agentic AI workflow
Two rivals pump cash into CCaaS leader Genesys in hopes that their respective AI agents grow roots into its users' contact centers. Continue Reading
-
Tip
05 Aug 2025
The top 10 RFP response software
As B2B organizations grow, the RFP response process can become too time-consuming for manual workflows. Top tools, such as Loopio and Responsive, can automate the process. Continue Reading
-
Definition
04 Aug 2025
What is Adobe Acrobat Sign?
Adobe Acrobat Sign is a cloud-based service that lets an individual or organization send, secure, track and manage e-signature processes. Continue Reading
-
Tip
04 Aug 2025
CRM vs. CMS: How they differ and how to integrate them
CMSes and CRM systems serve different purposes, but together, they can help organizations improve customer data management and automate sales and marketing strategies. Continue Reading
-
Infographic
31 Jul 2025
A history of Google algorithm updates
Google frequently updates its algorithm to improve search result quality. These updates often enhance search query interpretation and prevent spam tactics. Continue Reading
-
Definition
30 Jul 2025
What is mobile CRM?
Mobile CRM, or mobile customer relationship management, enables those working in the field or remote employees to use mobile devices, such as smartphones and tablets, to access customer data and customer accounts wherever they are. Continue Reading
-
News
24 Jul 2025
How Salesforce deploys its AI agents internally
Is 30% to 50% of the work at Salesforce really done by AI, as CEO Marc Benioff claimed? We put that question to the company's chief digital officer. Continue Reading
-
Definition
24 Jul 2025
What is a paperless office?
The paperless office is an umbrella term for business practices that improve the workplace by reducing reliance on paper. Continue Reading
-
News
23 Jul 2025
Salesforce rewires Slack for agentic AI, enterprise search
Slack gets AI infusion in Salesforce's runup to Dreamforce, chief product officer explains what's going on with data sharing outside Slack. Continue Reading
-
Tip
22 Jul 2025
How to accomplish a SharePoint-Teams integration
Depending on the complexity of a business's SharePoint sites, a Teams integration can benefit organizations by being cost-effective and simplifying user access. Continue Reading
-
Feature
22 Jul 2025
GEO vs. SEO: What's the difference?
GEO can increase a brand's visibility in AI search, while SEO focuses on traditional search engines. Other differences include best practices and how they generate web traffic. Continue Reading
-
News
21 Jul 2025
Microsoft SharePoint attacks target on-premises servers
Thousands of organizations, including government agencies, running SharePoint on-premises are vulnerable after Microsoft issued a security alert warning of active attacks. Continue Reading
-
Tip
16 Jul 2025
Create a video marketing strategy in 10 steps
Video content can quickly engage people and reach broader audiences. A successful video marketing strategy should embrace different types of videos and SEO best practices. Continue Reading
-
Feature
14 Jul 2025
The rise of AI-generated content
AI-generated content is revolutionizing media creation with speed and efficiency. Yet, it also raises ethical concerns and challenges in originality and quality control. Continue Reading
-
News
11 Jul 2025
'Click to Cancel' left to the states, for now
'Click to Cancel' laws are still on the books in many states. Continue Reading
-
Feature
11 Jul 2025
Influencer marketing best practices for B2B brands
Influencer marketing can help B2B brands engage audiences across the entire marketing funnel. Best practices include setting goals and tailoring content for specific funnel stages. Continue Reading
-
Answer
10 Jul 2025
Customer loyalty vs. retention: What's the difference?
Customer retention focuses on keeping customers long term, while customer loyalty aims to make customers want to stay. Here, learn how these practices differ and work together. Continue Reading
-
Feature
10 Jul 2025
Customer success vs. sales: What's the difference?
Customer success and sales teams both interact with clients, but customer success prevents churn, whereas sales teams focus on acquisition. Continue Reading
- News 08 Jul 2025
-
Tip
07 Jul 2025
How to avoid greenwashing as a marketer
Greenwashing can erode customer trust and damage a brand's reputation. To avoid it, organizations can offer evidence to support their claims and earn sustainability certifications. Continue Reading
-
News
07 Jul 2025
Financial services giant Prudential crafts agentic AI strategy
Like all technology deployments in highly regulated industries, agentic AI must be approached carefully. Continue Reading
-
Tip
30 Jun 2025
CMS and e-commerce: How they differ and work together
Understanding the differences between CMSes and e-commerce platforms is vital for businesses. Yet, together, they help companies enhance customer experience and boost sales. Continue Reading
-
Tip
30 Jun 2025
8 Drupal security best practices
Drupal offers advanced security features, but admins must know how to implement and configure them. Best practices include using the latest version and backing up sites. Continue Reading
-
News
25 Jun 2025
Genesys Cloud AI Studio enables generative AI agents
Genesys enables custom generative AI agents for its users. Continue Reading
-
News
24 Jun 2025
Salesforce Agentforce 3 lifts the hood on observability
Agentforce 3, the latest agentic AI tool from Salesforce, focuses on observability and interoperability. Continue Reading
-
Tip
23 Jun 2025
5 steps to integrate a personalization engine into a CMS
Customer experience is a top focus in the modern business world, and personalized content can go a long way toward delivering that exceptional experience. Continue Reading
-
Tip
18 Jun 2025
10 sustainable marketing strategies
Sustainable marketing can boost brand loyalty, but marketers need effective strategies, such as committing to social causes and partnering with key influencers. Continue Reading
-
News
17 Jun 2025
Adobe takes on AI search optimization with LLM Optimizer
SEO isn't dead yet, but new tools are needed to optimize content for generative AI search engines. Continue Reading
-
News
13 Jun 2025
Salesforce Marketing Cloud Next employs more agents, CDP
Salesforce overhauls Marketing Cloud with agentic AI. Continue Reading
-
News
12 Jun 2025
Lowe's SVP on AI's rosy future for e-commerce
As AI evolves, its e-commerce applications multiply. Continue Reading
-
Feature
11 Jun 2025
How Microsoft uses AI for RFP response management
Microsoft's proposal team implemented Responsive's GenAI tool to automate RFP responses. The tool can quickly create first drafts, but it still requires human editing. Continue Reading
-
Tip
11 Jun 2025
10 integrations for your CMS
To get the most out of a content management system, organizations can integrate theirs with other crucial tools, like marketing and collaboration software. Continue Reading
-
Feature
10 Jun 2025
Enterprise search vs. federated search: Which to choose?
Enterprise and federated search help employees find content. However, enterprise search retrieves internal data, whereas a federated approach pulls results from external sources. Continue Reading
-
Answer
04 Jun 2025
Who owns AI-generated content?
AI-generated content has been put on the legal chopping block. However, different interpretations of copyright laws can blur the lines of ownership. Continue Reading
-
Tip
03 Jun 2025
13 examples of sustainable marketing
Organizations can help the environment, society and their bottom line at the same time with sustainable marketing. Examples include charity partnerships and social transparency. Continue Reading
-
News
02 Jun 2025
Pegasystems expands agentic AI for business automation
Agents are here -- but is prompting dead? Continue Reading
-
Definition
28 May 2025
What is field service management (FSM)?
Field service management (FSM) is a system of managing off-site workers and the resources they require to do their jobs efficiently. Continue Reading
-
News
27 May 2025
Salesforce to acquire Informatica in $8 billion deal
A rumored $11 billion was too much last year, but $8 billion this year was too good to pass up. Continue Reading
-
Tip
22 May 2025
Compare the top 20 CRM software options
With the right CRM software, CX leaders can improve customer interactions and enhance their support strategies. Top providers include HubSpot, Microsoft and Salesforce. Continue Reading
-
News
21 May 2025
Microsoft agent design, Power Apps evolve in sophistication
Microsoft bets big on agents and apps. Continue Reading
-
Tip
20 May 2025
How to write a winning RFP response
Sales teams face constant pressure to write winning RFP responses. Best practices, such as personalizing responses, can help them stand out from competitors. Continue Reading
-
News
20 May 2025
SAP to add AI agents for catalogs, order management
SAP deepens its footprint in agentic AI. Continue Reading
-
News
15 May 2025
Salesforce acquisition of Convergence adds Agentforce talent
Salesforce beefs up its Agentforce engineering corps, leadership. Continue Reading
- News 15 May 2025
-
Answer
15 May 2025
Will AI-generated content affect SEO best practices?
Content marketers who want to embrace AI-generated content should know how the technology affects SEO best practices and new guidelines on AI tools from major search engines. Continue Reading
-
News
14 May 2025
Twilio updates conversational intelligence, expands CDP
Twilio integrates its CDP and communications platform more closely. Continue Reading
-
Feature
13 May 2025
The top 4 sustainable marketing challenges
Sustainable marketing shows consumers that an organization takes environmental and social responsibility seriously. Yet, marketers must use careful language to avoid greenwashing. Continue Reading
-
Opinion
08 May 2025
The brutal customer experience lesson of Nike's RTFKT NFTs
Nike sinks as Adidas rises in the NFT world. Continue Reading
-
Feature
07 May 2025
Why is sustainable marketing important?
Sustainable marketing is important because it raises awareness of environmental and social issues. On a business level, it can improve brand loyalty and worker engagement. Continue Reading
-
News
06 May 2025
ServiceNow rolls into Salesforce territory with CRM agentic AI
ServiceNow makes its pitch to be a CRM, adding CPQ and order management features. Continue Reading
-
News
06 May 2025
Salesforce releases Agentforce for HR, more
Salesforce customizes its agents for more verticals and begins benchmarking its agentic AI. Continue Reading
-
Tip
01 May 2025
Why is document version control important?
Although best practices have changed, many organizations lack a suitable versioning strategy. Proper document version control can improve collaboration and fact-checking. Continue Reading
-
Feature
29 Apr 2025
The top challenges of influencer marketing and their solutions
Brands can partner with influencers to build credibility and connect with their audiences. However, marketers often struggle to find the right influencers and spot fake followers. Continue Reading
-
Answer
25 Apr 2025
How can analytics improve content management?
Customer data and behavior analytics tools can give content managers insight into the kind of content site visitors want. Continue Reading
-
News
24 Apr 2025
Dropbox users get Dash generative AI video, image search
Dropbox search extends to other apps such as Slack, Canva and Teams. Continue Reading
-
News
23 Apr 2025
Avaya's Infinity rollout bolsters cloud, on-prem options
After acquiring Edify CCaaS, Avaya gives users more hybrid cloud options. Continue Reading
-
Tip
22 Apr 2025
Top 10 document management software in 2025
Many organizations require document management software that can automate workflows, support remote access and maintain compliance. Top systems include Box and SharePoint Online. Continue Reading
-
Definition
21 Apr 2025
What are customer service and support?
Customer service is the support organizations offer to customers before, during and after purchasing a product or service. Continue Reading
-
Answer
17 Apr 2025
Why are loyalty programs important?
Loyalty programs can help organizations retain their most valuable customers with special offers. They can also gather useful marketing data, increase referrals and more. Continue Reading
-
News
16 Apr 2025
Tariffs and CX: Hold on to customers during an economic storm
Delivering excellent customer experience is a tough job on regular days. Now add rising prices because of tariffs. Continue Reading
-
Tip
15 Apr 2025
9 document management best practices
Organizations can follow document management best practices, such as defining goals and implementing access control, to organize and secure their content. Continue Reading
-
News
14 Apr 2025
AI provides foundation for Atlassian customer service app
Atlassian will enter the world of customer service by extending its current internal ticketing tool to its users' customers. Continue Reading
-
Feature
11 Apr 2025
How do green marketing and sustainable marketing differ?
Many organizations use green and sustainable marketing to build trust with consumers. Green marketing focuses on the environment, whereas sustainable marketing is broader. Continue Reading
-
News
10 Apr 2025
HubSpot users get more Breeze generative AI agents
HubSpot users get agents for sales, service and marketing. Continue Reading
-
News
09 Apr 2025
Salesforce adds Agentforce to field service verticals
Salesforce spreads Agentforce's net to field service, across numerous industries. Continue Reading
-
Tip
08 Apr 2025
12 benefits of influencer marketing
As modern consumers use social media to discover products and get recommendations, influencer marketing can help brands stand out, gain their trust and boost engagement. Continue Reading
-
News
04 Apr 2025
Where AI really fits into digital customer experience tech
An interview with Calvin Cheng, partner at consultancy West Monroe, who works on digital strategy and CX teams. Continue Reading
-
Feature
04 Apr 2025
What is a customer service manager? Roles and responsibilities
Customer service managers are an integral part of contact centers. They are the team leaders, trainers and policymakers. Continue Reading
-
Tip
03 Apr 2025
The importance of being proactive in customer service
Proactive customer service can help businesses keep customers more engaged, yet tools to support the strategy might cost more than CX leaders are willing to spend. Continue Reading
-
Tip
01 Apr 2025
How to address common customer service gaps
Has customer service gotten worse? Customers and businesses disagree on the answer to that question. Continue Reading
-
Tip
01 Apr 2025
The top 10 influencer marketing tools in 2025
Influencer marketing tools help brands find influencers and manage relationships with them. Top tools include Sprout Social, Traackr and TikTok Creator Marketplace. Continue Reading
- Opinion 28 Mar 2025
-
Feature
28 Mar 2025
Customer loyalty vs. brand loyalty: What's the difference?
Low prices can generate customer loyalty, whereas reliability and reputation foster brand loyalty. To maximize customer retention, organizations should strive for both. Continue Reading
-
Feature
27 Mar 2025
Tech buyers swamped with agentic AI choices
Enterprise tech buyers, if you're overwhelmed by the array of autonomous AI platforms, it's not just you. Continue Reading
-
Definition
27 Mar 2025
What is intelligent document processing (IDP)?
Intelligent document processing (IDP) is a type of workflow automation technology designed to automate the process of extracting data from physical papers and image-based documents. Continue Reading
-
Answer
24 Mar 2025
SEO vs. SEM: What's the difference?
SEO and SEM strategies help marketers put digital content in front of the right audience. However, SEO strategies focus on organic search, whereas SEM generates paid traffic. Continue Reading
-
Tip
21 Mar 2025
How to incorporate social media into SEO strategies
While social media marketing and SEO seem like two separate practices, when used together, they can enhance any organization's digital marketing strategy. Continue Reading
-
Tip
19 Mar 2025
What are the pros and cons of a CRM platform?
CRM platforms can improve CX, but they often require significant investment. CX leaders should understand the pros and cons of these platforms before purchasing. Continue Reading
-
News
18 Mar 2025
Adobe joins agentic AI fray with platform, prebuilt agents
2025 is the Year of Agentic AI -- and it's only March. Continue Reading
-
News
17 Mar 2025
Qualtrics releases employee, customer service AI agents
Qualtrics joins the agentic AI free-for-all in CX. Continue Reading
-
News
17 Mar 2025
Genesys, Google add to contact center generative AI services
Genesys and Google roll out their next wave of AI tools for customer service. Continue Reading
-
Tip
14 Mar 2025
How to choose the right CRM software for your organization
Choosing the right CRM software can be daunting for organizations. These seven steps and best practices ensure the search, adoption and deployment processes go smoothly. Continue Reading
-
Definition
13 Mar 2025
What is quality of experience (QoE or QoX)?
Quality of experience (QoE or QoX) is a measure of the overall level of a customer's satisfaction and experience with a product or service and the vendor that's providing that product or service. Continue Reading
-
Definition
13 Mar 2025
What is taxonomy in computing?
Taxonomy is the science of classification according to a predetermined system, with the resulting catalog used to provide a conceptual framework for discussion, analysis or information retrieval. Continue Reading
-
Definition
13 Mar 2025
What is a web development framework (WDF)?
A web development framework is a set of resources and tools for software developers to build and manage web applications, web services and websites, as well as to develop application programming interfaces (APIs). Continue Reading
-
Opinion
11 Mar 2025
Marketers, stand down if your company cancels DEI programs
Boycott or buycott, marketers need to sit this one out. Continue Reading
-
Tip
11 Mar 2025
7 biggest document management challenges
A document management strategy helps organizations protect and retrieve files. Yet, content managers often struggle with governance and system integration. Continue Reading
-
Definition
11 Mar 2025
What are social media metrics?
Social media metrics are the various data points that can help a company gauge the impact of social media activity on its revenue. Continue Reading
-
News
07 Mar 2025
Amplitude voice of the customer capability targets 'rage close'
Amplitude rolls out VOC features from Command AI acquisition. Continue Reading
-
Tip
06 Mar 2025
How to market a loyalty program effectively
Loyalty programs boost customer retention, but organizations must first convince customers to sign up. Marketers can incentivize referrals and use mobile apps to gain enrollment. Continue Reading
-
Feature
05 Mar 2025
How to choose the right document management system
With numerous options to peruse, picking the right document management system requires a careful examination of its tools and features. Continue Reading
-
News
05 Mar 2025
Salesforce banking on autonomous agents with Agentforce 2dx
Salesforce keeps up torrid pace for agentic AI development. Continue Reading
-
News
05 Mar 2025
Microsoft rolls out sales agents, connector to Salesforce
Microsoft joins the autonomous sales agent fray. Continue Reading
-
Feature
03 Mar 2025
Customer success vs. account management: How do they differ?
Customer success and account management strategies help organizations grow in different ways. Customer success focuses on loyalty, while account management focuses on revenue. Continue Reading
-
News
28 Feb 2025
Salesforce Agentforce AI update targets healthcare
Salesforce customizes Agentforce for clinical care, public health and pharmaceuticals. Continue Reading
