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
27 Feb 2025
Data, training complexities make DIY AI agents difficult
Agentic AI is complex, so choose your development path carefully. Continue Reading
-
Tip
27 Feb 2025
Top 10 loyalty program management software options
Loyalty programs have come a long way from the days of pasting green stamps into booklets and redeeming them for rewards. These 10 tools can bring these programs into modern day. Continue Reading
-
News
25 Feb 2025
Salesforce, Google ink $2.5B deal to bring Gemini to Agentforce
The deal gives Salesforce customers multi-cloud and LLM flexibility. Continue Reading
-
Tip
25 Feb 2025
7 advantages of OCR for data entry
OCR tools convert physical documents, like receipts and invoices, to machine-readable text. Advantages of this technology include improved enterprise search and customer service. Continue Reading
-
Tip
25 Feb 2025
How to check and verify file integrity
Organizations planning content migrations should verify file integrity to make sure files weren't corrupted during the move. File validation can keep critical data secure. Continue Reading
-
Definition
25 Feb 2025
What is voice of the customer? A guide to VOC Strategy
Voice of the customer (VOC) is the component of customer experience (CX) that focuses on customer needs, wants, expectations and preferences. Continue Reading
-
Feature
24 Feb 2025
How to use ChatGPT for customer service
Customer service teams can use ChatGPT to automate tasks, generate responses to customer inquiries, summarize email threads and power human-like chatbots. Continue Reading
-
Definition
24 Feb 2025
What is a headless content management system (headless CMS)?
A headless content management system (CMS) is an application in which the content and presentation layers are decoupled, allowing for faster content creation, edits and deployments. Continue Reading
-
News
24 Feb 2025
Zendesk acquires Local Measure CCaaS, CX platform
Zendesk expands its CCaaS capabilities with Local Measure acquisition. Continue Reading
-
News
20 Feb 2025
Sitecore, Adobe update customer data platforms
Adobe and Sitecore refresh CDPs for generative AI. Continue Reading
-
Answer
20 Feb 2025
CRM vs. CDP vs. DMP: What's the difference?
Sales and marketing terms are like alphabet soup, and the different acronyms can get confusing. Learn about the differences among three major platforms: CRM, CDP and DMP. Continue Reading
-
Feature
20 Feb 2025
How to use IoT for marketing
IoT devices can track people's fitness routines and monitor manufacturing equipment, but they also offer valuable customer data for personalized outreach. Continue Reading
-
Tip
12 Feb 2025
Understanding the 3 types of CRM systems
To get the most out of a CRM system, organizations must decide whether an operational, analytical or collaborative CRM system is right for them. Continue Reading
-
Definition
12 Feb 2025
What is high-touch customer service?
High-touch customer service is a category of contact center interaction that requires human interaction. Continue Reading
-
Definition
12 Feb 2025
What is CRM (customer relationship management)?
CRM (customer relationship management) is the combination of practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle. Continue Reading
-
Feature
11 Feb 2025
How to build a customer service plan, with a template
Crafting a customer service plan is a key step to improving customer satisfaction and building loyalty for an organization. Continue Reading
-
Definition
10 Feb 2025
What is a customer journey map?
A customer journey map is a visual depiction of the stages customers go through when interacting with a company -- from buying products online to accessing customer service on the phone to airing grievances on social media. Continue Reading
-
Feature
07 Feb 2025
Video marketing SEO: How to rank on search engines
Videos can improve SEO, but only if they add value to the page. Explore five tips, such as optimizing thumbnails, to help marketers create videos that improve search ranking. Continue Reading
-
Definition
07 Feb 2025
What is account mapping, and why do you need it (with template)?
Account mapping is a strategic process that involves researching and visually organizing the key stakeholders, decision-makers and influencers within a target customer's organization. Continue Reading
-
News
06 Feb 2025
Chief experience officer role evolves with new technologies
Are you a futurist? The CXO role might be for you. Continue Reading
-
Definition
05 Feb 2025
What is account-based selling? Everything you need to know
Account-based selling (ABS) is a strategic sales approach in business-to-business sales and marketing that centers around building highly personalized and targeted relationships with specific high-value accounts. Continue Reading
-
Tip
04 Feb 2025
8 free SEO keyword research tools to explore
SEO keyword research tools can help marketing teams create the content their audiences want to see. Free options include Google Search Console, Keyword Surfer and Semrush. Continue Reading
-
News
04 Feb 2025
Adobe releases generative AI contract management tool
Adobe AI Assistant 'contract intelligence' has the user base and technology to take on Oracle and Microsoft. Continue Reading
-
Definition
04 Feb 2025
What is interactive voice response (IVR)?
Interactive voice response (IVR) is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipients. Continue Reading
-
News
31 Jan 2025
Oracle Cloud Sales users get GenAI agents at no extra cost
The new AI features provide sales force automation and time-savers similar to what competitors have added. Continue Reading
-
Tip
29 Jan 2025
10 Microsoft Power Apps benefits
Microsoft Power Apps can improve the speed of app development and enable easier app creation, which can benefit organizations and users with minimal technical skills. Continue Reading
-
Tip
29 Jan 2025
The top 6 OCR tools
OCR software can automate data entry to save employees' time and improve accuracy. Top tools includes ABBYY FineReader PDF, OpenText Core Capture and Tesseract OCR. Continue Reading
-
Tip
29 Jan 2025
How to create a customer loyalty program in 9 steps
A customer loyalty program can help organizations better retain and understand their current customers and target audiences. These nine steps can lead to a successful program. Continue Reading
-
Opinion
27 Jan 2025
Retailers' animosity toward AWS cloud appears to thaw
AWS still has a ways to go to woo some retailers, but it's clear the company's no longer excluded by all. Continue Reading
-
Tip
21 Jan 2025
Free event marketing plan, with a template
An event marketing plan can help brands organize their events, connect with audiences and achieve measurable outcomes. Key steps include defining goals and setting budgets. Continue Reading
-
Tip
21 Jan 2025
The pros and cons of Drupal
Drupal is a highly customizable and scalable CMS, which makes it suitable for large organizations. Yet, inexperienced admins often struggle with its steep learning curve. Continue Reading
-
News
16 Jan 2025
Generative AI ushers in a new era for retail tech
Retail stores of the future will be powered by generative AI, but truly frictionless shopping experiences envisioned by tech vendors may be a long way off. Continue Reading
-
News
14 Jan 2025
Salesforce launches POS system, Retail Cloud
The new Salesforce Retail Cloud point of sale system launches from PredictSpring acquisition. Continue Reading
-
Tip
14 Jan 2025
Drupal vs. WordPress vs. Joomla: What's the difference?
Drupal supports extensive customization but has a steep learning curve. On the other hand, WordPress and Joomla are more user-friendly but lack flexibility. Continue Reading
-
Tip
13 Jan 2025
How to avoid and remove malvertising
Malvertising is an up-and-coming cybersecurity threat, but marketing and IT teams alike can take several important steps to avoid and remove this threat. Continue Reading
-
News
09 Jan 2025
SAP infuses retail shopping with generative AI
GenAI in SAP's shopping assistant gives store employees and consumers an easier way to find what they need. Continue Reading
-
News
08 Jan 2025
Headless CMS Contentstack acquires Lytics marketing CDP
A new digital experience platform forms with the merger of Contentstack and Lytics. Continue Reading
-
Infographic
06 Jan 2025
Salesforce's 2024 acquisitions reveal a mature M&A strategy
After two years of minimal big or small purchases, 2024 was the year of Salesforce's most cohesive and mature mergers and acquisitions strategy so far. Continue Reading
-
Feature
26 Dec 2024
Generative AI in CX promises benefits, but obstacles remain
Generative AI promises to boost efficiency in CX, but businesses face adoption and compliance hurdles. Continue Reading
-
Tip
23 Dec 2024
7 types of loyalty programs and their benefits
Loyalty programs can improve brand recognition, increase sales and emphasize an organization's values. Get an in-depth look at seven loyalty programs and what they offer. Continue Reading
-
News
18 Dec 2024
With Agentforce 2.0, Salesforce closer to autonomous AI
Agentforce 2.0 is here as Salesforce pushes for Slack to be its foundation. Continue Reading
-
Definition
17 Dec 2024
What is a semantic network?
A semantic network is a knowledge structure that depicts how concepts are related to one another and how they interconnect. Continue Reading
-
Tip
12 Dec 2024
5 common malvertising examples
Malvertising is relatively new in the world of cyberthreats and can be the hardest to spot. Here are five examples of these malicious ads. Continue Reading
-
Opinion
11 Dec 2024
FTC's Click to Cancel movement likely here to stay
The FTC's Click to Cancel plan has staying power because numerous states are involved in the movement. Continue Reading
-
Answer
11 Dec 2024
Power Pages vs. Power Apps: What's the difference?
Power Pages creates custom websites and portals for different audiences and vendors, while Power Apps specializes in in-house app creation to meet an organization's needs. Continue Reading
-
Definition
11 Dec 2024
What is an AI assistant?
An AI assistant, or digital assistant, is software that uses artificial intelligence to understand natural language voice commands and complete tasks for the user. Continue Reading
-
Tip
10 Dec 2024
The top 15 event marketing tools
Marketers rely on a combination of tools, such as CRM systems and marketing automation platforms, to manage events. Top tools include Salesforce, ActiveCampaign and Eventbrite. Continue Reading
-
Tip
06 Dec 2024
8 Microsoft Power Apps use cases for organizations
When Power Apps hit the market, developers saw it as a tool for users with any level of tech expertise. It took off, and its major success is how it can address common challenges. Continue Reading
-
Feature
03 Dec 2024
7 video marketing challenges and how to overcome them
Video marketing can require special equipment and know-how. Yet, smartphones, AI and social media have made it more accessible to the average marketer. Continue Reading
-
News
01 Dec 2024
AWS adds to Amazon Q in Connect, AI IVR, chat credit card
AWS drops a big re:Invent update for Amazon Connect, including basic marketing functionality from the contact center side of CX. Continue Reading
-
News
25 Nov 2024
Salesforce CIO: How agents change internal workflows
In this Q&A, Salesforce CIO and Executive Vice President Juan Perez discusses the company's internal Agentforce rollout, among other topics. Continue Reading
-
Tip
25 Nov 2024
Follow 10 Power Apps best practices to build business apps
Unlike other development platforms, Power Apps lets users build mobile apps through its web-based designer with zero lines of code and solve problems with custom apps. Continue Reading
-
News
22 Nov 2024
OpenText bolsters AI agents, analytics; previews roadmap
OpenText users get a passel of AI in the latest Cloud Editions release -- but also analytics and CCM tools. Continue Reading
-
Definition
21 Nov 2024
What is a chief experience officer (CXO)?
A chief experience officer (CXO) is an executive in the C-suite who ensures positive interactions with an organization's customers. Continue Reading
-
Definition
20 Nov 2024
What is contact center infrastructure?
A contact center infrastructure (CCI) is a framework composed of the physical and virtual resources that a contact or call center facility needs to operate effectively. Continue Reading
-
Definition
20 Nov 2024
What is speech recognition?
Speech recognition, or speech-to-text, is the ability of a machine or program to identify words spoken aloud and convert them into readable text. Continue Reading
-
Answer
20 Nov 2024
How does malvertising work?
With each ad placed, a hidden risk often goes overlooked: Cybercriminals who exploit ads to spread malware. Continue Reading
-
Definition
20 Nov 2024
What is a cloud contact center?
A cloud contact center is an internet-hosted service, typically managed by a third party, that handles all inbound and outbound customer communications for an organization. Continue Reading
-
News
19 Nov 2024
New Microsoft 365 Copilot AI agents focus on productivity
New AI agents include a meeting facilitator to take notes, a project manager and an interpreter. Continue Reading
-
Feature
15 Nov 2024
9 sustainable event ideas
From hosting virtual conferences to repurposing exhibition stands as cow shelters, brands can find ways to make their events more sustainable. Continue Reading
-
News
14 Nov 2024
CallMiner CEO talks generative AI, conversational intelligence
When everyone's contact center now has a CX platform, specialists like CallMiner have to make implementation more straightforward for users, said CEO and founder Jeff Gallino. Continue Reading
-
News
13 Nov 2024
Zendesk adds a twist to AI outcomes-based CX pricing
Zendesk's dynamic pricing adds flexibility to subscriptions and outcomes-based pricing. Continue Reading
-
News
12 Nov 2024
Box expands AI capabilities with apps, app builder
The GenAI tools are part of a new subscription named Enterprise Advanced. Continue Reading
-
Definition
07 Nov 2024
What is customer profiling?
Customer profiling is the detailed, systematic process of constructing a clear portrait of a company's ideal customer by gathering and analyzing information about their demographic, psychographic and behavioral attributes. Continue Reading
-
Tip
07 Nov 2024
12 advantages and disadvantages of video conferencing
Video conferencing can help businesses save money and make employees more productive, but it can make personal connections difficult and requires more secure technology. Continue Reading
-
Definition
07 Nov 2024
What is mindshare (share of mind)?
Mindshare, also known as share of mind, is an approach to marketing that involves attempting to make a company, brand or product the first one that comes to mind when a customer thinks of a particular market. Continue Reading
-
Tip
07 Nov 2024
An overview of Power Apps integrations
While the platform works with other Microsoft tools, it can also integrate with third-party apps to unlock automation, customizations and a better view of enterprise data. Continue Reading
-
Feature
07 Nov 2024
7 benefits of event marketing
From large conferences to small webinars, events can help brands improve lead generation and content creation. Continue Reading
-
Feature
05 Nov 2024
Salesforce Agentforce: An answer in search of a question?
They used to be named Einstein Copilots. Now they're Agentforce autonomous agents. Salesforce's latest upgrade might be more than words. Continue Reading
-
Definition
05 Nov 2024
What is martech (marketing technology)?
Martech (marketing technology) refers to the integration of software tools, platforms and applications designed to streamline and enhance digital marketing. Continue Reading
-
Definition
05 Nov 2024
What is customer insight (consumer insight)?
Customer insight, or consumer insight, is the understanding and interpretation of customer data, behaviors and feedback into conclusions that can be used to drive actions that improve product development and customer support. Continue Reading
-
Tip
05 Nov 2024
5 benefits of enterprise content management (ECM)
ECM software offers various benefits to organizations, including document accessibility, better collaboration, improved security and governance, and easy search functions. Continue Reading
-
News
01 Nov 2024
IAB, cable providers sue FTC to cancel Click to Cancel
Not so fast, FTC. Cable providers, internet advertisers and the Michigan Press Association challenge the upcoming consumer protection rule. Continue Reading
-
Tip
30 Oct 2024
15 customer success KPIs and metrics to track
What's the best way to tell if customers are satisfied? These customer success KPIs and metrics can gauge everything from potential customer churn to retention. Continue Reading
-
News
29 Oct 2024
Will.i.am talks AI in music, business and life
As AI becomes more pervasive in music, business and life, the former Black Eyed Peas frontman and tech entrepreneur wonders where it's all going. Continue Reading
-
Definition
29 Oct 2024
What is market segmentation?
Market segmentation is a marketing strategy that uses well-defined criteria to divide a brand's total addressable market share into smaller groups. Continue Reading
-
News
29 Oct 2024
Pegasystems expands generative AI in CX, BPA cloud platform
The company's new 'coaches' aim to make AI-powered customer service responses sound less automated. Continue Reading
-
Tip
25 Oct 2024
Top 5 free and open source ECM software
For small businesses that lack significant budgets, these five free and open source ECM systems can help organize digital content and improve employee productivity. Continue Reading
-
News
24 Oct 2024
AWS, Box expand partnership for Q generative AI, app dev
Box users get deeper AWS integrations that enable Q Business generative AI agents, as well as the capability to build apps in Bedrock, AWS' multi-LLM AI platform. Continue Reading
-
News
23 Oct 2024
Certinia co-founder discusses generative AI for ERP, Salesforce
Certinia, formerly FinancialForce, changed names and added customer success to its line of ERP tools for Salesforce. We discuss the transition with co-founder Deb Ashton. Continue Reading
-
Tip
22 Oct 2024
10 multitouch attribution software and tools
MTA tools can help marketers understand the customer journey and track which touchpoints lead to the most conversions. Top tools include Adobe Analytics, Branch and Triple Whale. Continue Reading
-
Opinion
21 Oct 2024
FTC's quixotic quest to fix CX with Click to Cancel rule
The Biden administration strives to improve CX with a rule that goes in effect in 180 days. What could possibly go wrong? People, process, tech and a U.S. election. Continue Reading
-
News
21 Oct 2024
Microsoft adds Copilot agents, design tools for 365, Dynamics
Microsoft hopes the new tools will be enough to convince enterprises to move beyond testing and fully adopt Copilot. Continue Reading
-
Definition
21 Oct 2024
What is Salesforce Wave Analytics (Salesforce CRM Analytics)?
Salesforce Wave Analytics, now known as CRM Analytics, is a business intelligence (BI) and analytics platform from Salesforce that provides native analytics, visual insights and predictions powered by artificial intelligence (AI) for Salesforce CRM to help businesses make better, data-driven decisions. Continue Reading
-
Feature
18 Oct 2024
7 benefits of video marketing
Video marketing can help organizations engage audiences on an emotional level. Key benefits include building trust, enhancing SEO and improving the sales process. Continue Reading
-
Definition
17 Oct 2024
What is information rights management (IRM)?
Information rights management (IRM) is a discipline that involves managing, controlling and securing content from unwanted access. Continue Reading
-
Definition
17 Oct 2024
What is records management?
Records management is the supervision and administration of digital or paper records, regardless of format. Continue Reading
-
Definition
16 Oct 2024
What is Salesforce Marketing Cloud?
Salesforce Marketing Cloud is a customer relationship management (CRM) and digital marketing platform that enables marketers to generate better marketing outcomes and ROI. Continue Reading
-
News
16 Oct 2024
AWS' Amazon Q in Connect adds more contact center GenAI
AWS updates its contact center-specific version of its generative AI-powered agent, Amazon Q, for the company's Connect Contact Center as a Service platform. Continue Reading
-
News
16 Oct 2024
Sitecore infuses DXP with generative AI marketing features
Sitecore users, who typically build websites for large enterprises, now have automation for website building, marketing content and A/B testing. Continue Reading
-
Definition
15 Oct 2024
What is Salesforce Service Cloud?
Salesforce Service Cloud is a customer relationship management (CRM) platform for Salesforce clients to provide service and support to their business customers. Continue Reading
-
Definition
15 Oct 2024
What is IoT Cloud (Salesforce IoT Cloud)?
IoT Cloud is a Salesforce platform designed to store and process internet of things (IoT) data. Continue Reading
-
Feature
15 Oct 2024
OCR vs. IDP: What's the difference?
OCR and IDP both extract text from images, but IDP can analyze a text's meaning. Explore the key differences between these related but distinct technologies. Continue Reading
-
Definition
11 Oct 2024
What is Salesforce Customer Success Platform?
The Salesforce Customer Success Platform (CSP) is the official name of the Salesforce portfolio of products. Continue Reading
-
Definition
11 Oct 2024
What is Salesforce Work.com?
Salesforce Work.com is a set of solutions from Salesforce that enable organizations to simplify return-to-work processes, maintain safe workplace operations, assess and promote employee health, safety and well-being, and communicate with customers in an open, honest, trustworthy manner. Continue Reading
-
Definition
11 Oct 2024
What is the Salesforce Service Console?
The Salesforce Service Console is the centralized interface in Salesforce Service Cloud, an application devoted to customer service, support and customer experience. Continue Reading
-
News
10 Oct 2024
Oracle Service platform adds autonomous AI agents
Oracle adds a number of agents and dashboards to Oracle Service and Field Service as the company strives to provide users with capabilities that enable 100% AI autonomy. Continue Reading
-
Tip
10 Oct 2024
How to create a knowledge-sharing culture
With more access to knowledge across an organization, employees are more collaborative, more engaged and better performing -- and are eager to share these skills with their peers. Continue Reading
-
Definition
10 Oct 2024
What is Salesforce Journey Builder?
Salesforce Journey Builder is a campaign planning tool in Salesforce Marketing Cloud to build personalized customer journeys and deliver unique campaigns and content that enhance customer experiences and secure their loyalty. Continue Reading
-
News
09 Oct 2024
Zendesk upends pricing for AI in customer service
As it embeds generative AI into its customer service and employee service platform, Zendesk tries a novel idea: outcomes-based pricing based on tickets resolved. Continue Reading