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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Tip
08 Oct 2024
6 information governance best practices
An information governance plan ensures that an organization's content lifecycle meets compliance and business needs. Best practices can help organizations craft an effective plan. Continue Reading
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Tip
08 Oct 2024
15 best practices for contact center agent training programs
Agents thrive when contact center training programs are built on KSAC profiles, performance analysis and recognition, personal coaching and shadowing, AI integration, and ROI. Continue Reading
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Definition
04 Oct 2024
What is contact center as a service (CCaaS)?
Contact center as a service (CCaaS) is a framework that combines contact center hosting principles and cloud-based contact center infrastructure. Continue Reading
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Answer
03 Oct 2024
What does Microsoft Copilot for Sales offer?
Copilot for Sales is Microsoft's generative AI assistant designed to optimize sales teams' workflows, automate simple tasks and offer more insights into the sales pipeline. Continue Reading
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Definition
01 Oct 2024
What is customer intelligence (CI) and how does it help business?
Customer intelligence (CI) is the process of collecting and analyzing detailed customer data from internal and external sources to gain insights about customer needs, motivations and behaviors. Continue Reading
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Definition
30 Sep 2024
What is a call center? Everything you need to know
A call center is a centralized department of customer service professionals who handle inbound and outbound calls from current and potential customers. Continue Reading
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Definition
27 Sep 2024
What is lead scoring?
Lead scoring is a methodology sales and marketing departments use to determine the worthiness of leads, or potential customers, by attaching values to them based on their behavior relating to their interest in products or services. Continue Reading
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Feature
27 Sep 2024
How AI will affect the future of content marketing
Content marketing has changed over time. Generative AI will likely transform it even further. Here's how marketers are handling and preparing for this AI evolution. Continue Reading
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Definition
27 Sep 2024
What is CPQ software (configure price quote software)?
CPQ (configure, price, quote) is programming that helps sales representatives and self-service customers quickly generate accurate quotes for configurable products and services. Continue Reading
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Definition
27 Sep 2024
What is a records retention schedule?
A records retention schedule is a policy that defines how long paper and electronic content must be kept and provides disposal guidelines for how those items should be discarded. Continue Reading
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Feature
25 Sep 2024
Does influencer marketing work?
The quick answer is yes. Influencer marketing can help brands increase engagement and sales. Yet, it only works if marketers give influencers creative control. Continue Reading
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Feature
24 Sep 2024
Compare information governance vs. records management
Information governance focuses on the framework organizations follow to manage information, whereas records management centers around the lifecycle of digital and physical records. Continue Reading
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Definition
24 Sep 2024
What is a customer effort score (CES)?
Customer effort score (CES) is a system for evaluating how much effort is required on the part of a customer to achieve satisfaction in their experience with a company. Continue Reading
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Definition
24 Sep 2024
What is Microsoft SharePoint and its important features?
Microsoft SharePoint is a document management and collaboration platform that helps organizations oversee, control and work with archives, documents, reports and other content that is vital to their business processes. Continue Reading
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Definition
23 Sep 2024
What is a sales funnel? Everything you need to know
A sales funnel, also called a 'purchase funnel,' is the visual representation of the customer journey, depicting the sales process from awareness to action. Continue Reading
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News
23 Sep 2024
Salesforce Agentforce, Microsoft Copilot AI battle heats up
After rebranding Einstein copilot products as 'agents,' Salesforce CEO Marc Benioff likened Microsoft Copilot AI to Clippit, also known as Clippy, the original intelligent agent. Continue Reading
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Answer
23 Sep 2024
Are electronic signatures legally binding?
Remote and hybrid work have fast-tracked many digital initiatives, including electronically signing legal documents. But e-signatures' legal background has a long history. Continue Reading
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Tip
19 Sep 2024
4 certifications for information governance professionals
Information governance is a broad discipline with many different certifications. The most common include ARMA's IGP, AIIM's CIP and IAPP's CIPM. Continue Reading
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Definition
19 Sep 2024
What is Salesforce Einstein 1?
Salesforce Einstein 1 refers to an integrated set of artificial intelligence (AI) and machine learning (ML) technologies developed for the Salesforce platform. Continue Reading
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Opinion
19 Sep 2024
Benioff: Self-driving taxis part of autonomous AI's 'moment'
With GenAI powering Salesforce's new autonomous CX agents and Waymo's fleet of self-driving taxis around San Francisco, AI is having a 'moment.' Continue Reading
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Definition
19 Sep 2024
What is Salesforce Sales Cloud?
Salesforce Sales Cloud is a customer relationship management (CRM) platform designed to support sales, marketing and customer support in both business-to-business and business-to-consumer contexts. Continue Reading
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Definition
18 Sep 2024
What is a sales pipeline?
A sales pipeline is a visual representation of sales prospects and where they are in the purchasing process. Continue Reading
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Definition
18 Sep 2024
What is transactional marketing?
Transactional marketing is a business strategy that focuses on single, point-of-sale transactions. Continue Reading
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Feature
18 Sep 2024
Elevate customer experience with AI and analytics
Top CX experts share insights on how to drive customer-centric innovation, overcome resistance to change and harness AI for impactful customer experiences. Continue Reading
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News
18 Sep 2024
HubSpot adds Breeze generative AI agents, analytics to platform
Hubspot users get their generative AI infusion that includes souped-up bots, a no-code workflow builder, sophisticated content generation and marketing analytics. Continue Reading
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News
17 Sep 2024
Salesforce's ambitions for Agentforce platform come to light
Salesforce aims for the stars with its Agentforce platform; it remains to be seen how far it will get at a time when many companies still need to get their data ready. Continue Reading
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Definition
16 Sep 2024
What is actionable intelligence?
Actionable intelligence is information that can be immediately used or acted upon, either tactically in direct response to an evolving situation, or strategically as the result of data analytics or some other assessment. Continue Reading
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Answer
16 Sep 2024
How important is authentication in email marketing?
Marketers who have email strategies must understand the importance of authentication protocols to ensure campaigns are successful and bad actors don't reach customers. Continue Reading
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Tip
13 Sep 2024
Customer retention vs. acquisition: What's the difference?
Finding new customers can be a challenge, but so is keeping them happy and loyal to the business. This makes customer acquisition and retention critical to successful marketing. Continue Reading
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News
12 Sep 2024
Salesforce reveals more on Agentforce autonomous AI agents
Salesforce seizes on the concept of agentic AI to automate sales and service processes. The company holds fast to the idea the AI agents will assist humans -- not replace them. Continue Reading
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Definition
12 Sep 2024
What is Salesforce Developer Experience (Salesforce DX)?
Salesforce Developer Experience (Salesforce DX) is a set of software development tools that lets developers build, test and ship many kinds of applications on Salesforce Platform (formerly called Force.com). Continue Reading
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Definition
12 Sep 2024
What is Salesforce Platform (formerly Force.com)?
Salesforce Platform (formerly known as Force.com) is a platform as a service (PaaS) product that simplifies the development and deployment of cloud-based applications and websites. Continue Reading
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Tip
11 Sep 2024
The role of machine learning in multitouch attribution
As customer journeys have become more complex, marketers often struggle to determine which touchpoints lead to sales. Explore how machine learning can help. Continue Reading
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News
11 Sep 2024
Oracle focuses on CX platform as it exits ad business
Oracle rolls out generative AI tools for sellers, beefs up CDP to reinforce B2B buying and selling team interactions, and adds industry-specific features. Continue Reading
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Definition
11 Sep 2024
What is enterprise content management? Guide to ECM
Enterprise content management is a set of defined processes, strategies and tools that enables a business to obtain, organize, store and deliver critical information to its employees, business stakeholders and customers. Continue Reading
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Definition
10 Sep 2024
What is Salesforce Commerce Cloud?
Salesforce Commerce Cloud is a cloud-based suite of products that enable e-commerce businesses to set up e-commerce sites, drive more automation and provide customers with seamless shopping experiences. Continue Reading
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News
09 Sep 2024
Salesforce Industries clouds for verticals adds 100 AI features
A new AI toolkit for Salesforce's industry-specific clouds delivers more than 100 features for companies in 15 industries to automate common tasks, each with their own data model. Continue Reading
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Tip
06 Sep 2024
7 essential steps to create a contact center RFP
Successful contact center RFPs are built on collaboration, vendor research, countless questions and answers, scorecards, shortlists, trial runs, bakeoffs and the final decision. Continue Reading
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Feature
06 Sep 2024
Benefits and challenges of contact center benchmarking
Contact center benchmarking can help organizations allocate spending and improve CX. Yet, common pitfalls, such as a lack of qualitative data, can negatively affect efforts. Continue Reading
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News
06 Sep 2024
Salesforce intros action models to fuel AI agentic workflows
Salesforce looks to push itself into a leadership position with new large action models. The first mover advantage is good but puts the vendor in a delicate position. Continue Reading
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Definition
06 Sep 2024
What is multichannel marketing?
Multichannel marketing refers to the practice of companies interacting with customers via multiple direct and indirect channels to sell them goods and services. Continue Reading
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Definition
05 Sep 2024
What is digital experience (DX)?
Digital experience (DX), also known as 'digital user experience' (UX), is the take-away feeling an end user has after an experience in a digital environment or with a digital technology or device. Continue Reading
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Definition
05 Sep 2024
What is a contact center?
A contact center is a central point from which organizations manage all customer interactions across various channels. Continue Reading
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Feature
05 Sep 2024
Technical sales rise when you tap into soft skills
Evgeniy Kharam published a book exploring soft skills in technical sales to improve sales success and minimize turnover. In this Q&A, you'll find key takeaways from the book. Continue Reading
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News
05 Sep 2024
Salesforce Foundations opens up marketing, ecomm features
Enterprise Salesforce users will get Foundations, a basic set of tools and Data Cloud functionality to complement their Sales and Service modules. Continue Reading
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Tip
03 Sep 2024
The top 7 enterprise content management certifications
These enterprise content management certifications can help business and IT professionals advance their careers and get more out of their company's content systems. Continue Reading
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Feature
03 Sep 2024
MTA vs. MMM: What's the difference?
MTA and MMM help marketers improve their strategies, but MTA has a narrower focus. Key differences between these techniques include focus and data requirements. Continue Reading
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News
29 Aug 2024
Salesforce and Genesys discuss CX strategy, coopetition
Competing tech companies are partnering up to give customers what they need faster. Salesforce and Genesys share how they're doing just that in the contact center market. Continue Reading
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Definition
28 Aug 2024
What is voice recognition and how does it work?
Voice or speaker recognition is the ability of a machine or program to receive and interpret dictation or to understand and perform spoken commands. Continue Reading
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News
27 Aug 2024
FTC Click to Cancel, other regs coming to CX tech
The FTC, FCC and DOT are flexing their muscles to help consumers. Some rules are regulatory law; other proposals await the outcome of the U.S. presidential election. Continue Reading
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Tip
27 Aug 2024
Contact center outsourcing: What businesses need to know
Businesses use contact center outsourcing to alleviate agent understaffing, expand customer service and reduce costs, but loss of control and service inconsistency are concerns. Continue Reading
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Tip
27 Aug 2024
How to take advantage of Copilot for SharePoint
Copilot -- Microsoft's AI chatbot tool -- works in several other apps, including SharePoint. Together, Copilot and SharePoint can simplify site and content creation. Continue Reading
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Tip
27 Aug 2024
Why contact centers have high turnover and how to combat it
The alarming rise in contact center turnover rates negatively impacts agent morale, customer interactions and ROI. In many ways, AI is seen as both the cause and the solution. Continue Reading
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Answer
26 Aug 2024
How does DMARC affect email marketing?
Marketers must prepare for DMARC to ensure their emails reach customers' inboxes -- rather than their spam or junk folders -- and to build trust between consumers and the brand. Continue Reading
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News
22 Aug 2024
Salesforce GenAI, data tools likely major Dreamforce themes
We read the tea leaves of Salesforce's summer product releases, executive interviews and Winter '25 release notes to figure out what's coming at Dreamforce. Continue Reading
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Tip
21 Aug 2024
4 information governance challenges and how to overcome them
Organizations often neglect information governance in favor of more revenue-generating initiatives. This leads to challenges with information growth and fragmented systems. Continue Reading
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Tip
21 Aug 2024
How to manage today's remote contact center agents
Technologies like agent analytics, video conferencing, collaboration tools, workforce management applications and cloud software can help manage remote contact centers. Continue Reading
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Definition
20 Aug 2024
What is customer segmentation?
Customer segmentation is the practice of dividing a customer base into groups of individuals that have similar characteristics relevant to marketing, such as age, gender, interests and spending habits. Continue Reading
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Tip
19 Aug 2024
6 enterprise content management best practices for deployment
When implementing enterprise content management software, organizations should consider key factors such as developer input, ease of use and built-in security. Continue Reading
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Definition
19 Aug 2024
What is customer experience (CX) and why is it important?
Customer experience (CX) is the sum total of customers' perceptions and feelings resulting from interactions with a brand's products and services. Continue Reading
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Definition
16 Aug 2024
What are buyer personas?
A buyer persona is a composite representation of a specific type of customer in a market segment. Continue Reading
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Feature
16 Aug 2024
History and evolution of contact centers
Alexander Graham Bell, Steve Jobs and the Baby Bells played notable roles in the contact center's transformation into the front line of communication for businesses and customers. Continue Reading
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Feature
15 Aug 2024
The top 7 video marketing trends
Video marketing trends, such as user-generated content, influencer marketing and virtual and hybrid events, can help brands expand their reach and engage more customers. Continue Reading
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Answer
14 Aug 2024
Electronic vs. digital signatures: What's the difference?
Many people think e-signature and digital signature are interchangeable terms, but an electronic signature differs from a digital one in critical ways. Continue Reading
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Feature
14 Aug 2024
The ultimate guide to contact center modernization
Advanced technologies, omnichannel support, agent performance, data security and ROI are keys to modernizing contact centers, but AI integration and customer personalization dominate. Continue Reading
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Tip
09 Aug 2024
10 best practices for contact center quality assurance
To ensure quality and results in the contact center, businesses must define clear metrics, use real-time analytics, seek customer feedback, upskill agents and automate everywhere. Continue Reading
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Report
09 Aug 2024
15 essential contact center features
Today's multifunctional contact centers must cut through the product hype and incorporate software features that meet customer demands for fast, seamless and personalized service. Continue Reading
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Tip
09 Aug 2024
10 tips to improve customer retention
Organizations that properly gather consumer feedback, get to know their customers and offer rewards to loyal shoppers can improve their customer retention rates. Continue Reading
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News
08 Aug 2024
Box acquires Alphamoon intelligent document processing tech
Paper and unstructured PDFs need more help to be ingested into and findable within enterprise knowledge repositories. Enter generative AI to bridge the gap. Continue Reading
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News
07 Aug 2024
Adobe rolls out B2B generative AI app for CRM, marketing
As enterprises determine where the value is in deploying and paying for generative AI in their marketing and sales operations, Adobe releases its own entrant. Continue Reading
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Tip
06 Aug 2024
Compare SharePoint 2019 vs. SharePoint Online
SharePoint 2019 and SharePoint Online have different customization capabilities, payment models and more. Organizations must consider these distinctions before selecting one. Continue Reading
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Quiz
05 Aug 2024
Quiz: Test your knowledge of information governance best practices
As strict privacy laws challenge organizations, information governance is the answer. This quiz can help business leaders test their knowledge of information governance basics. Continue Reading
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Definition
05 Aug 2024
What is a 360-degree customer view?
The 360-degree customer view is a comprehensive approach to understanding customers by compiling their individual data from various touchpoints into a single view. Continue Reading
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Feature
02 Aug 2024
Customer experience vs. user experience: What's the difference?
Customer and user experiences sound similar, but they serve different purposes. Together, they can improve organizations' relationships with customers. Continue Reading
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News
01 Aug 2024
SupportLogic acquires xFind for customer service experience AI
Startup SupportLogic buys xFind to add generative AI to its service analytics platform, and in the process takes on much larger competition such as Qualtrics, Medallia and Verint. Continue Reading
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Tip
31 Jul 2024
7 steps to migrate ECM systems to the cloud
Enterprise content management systems can become outdated, prompting a migration to cloud-based options. Follow these seven steps to ensure a smooth migration. Continue Reading
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News
31 Jul 2024
Salesforce, Box integrate document AI into Slack
As Salesforce prepares to roll out its own generative AI tools for Slack this fall, Box adds AI for joint users, who can use GenAI on their Box content in Slack channels. Continue Reading
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News
30 Jul 2024
Generative AI poised to upend legal sector
Some industries might be wary of generative AI, but not legal. We find out how -- and why -- attorneys are embracing it in this Q&A with eDiscovery AI's founder, Jim Sullivan. Continue Reading
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Tip
30 Jul 2024
Google isn't killing third-party cookies: What now?
The end of third-party cookies was on the horizon for years. For marketers, this termination meant finding new strategies and alternatives to third-party data. Continue Reading
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Answer
30 Jul 2024
Benefits and challenges of electronic signatures
Electronic signatures are quick, secure and can support hybrid and distributed workforces, but not everyone trusts or has access to e-signature technology. Continue Reading
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Tip
29 Jul 2024
First-party vs. third-party cookies: What's the difference?
First-party cookies track user engagement, while third-party cookies are central to many marketing and sales strategies. Yet the two types are more similar than one might think. Continue Reading
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Definition
29 Jul 2024
What is a content management system (CMS)?
A content management system (CMS) is a software application that lets users create, edit, collaborate on, publish and store digital content. Continue Reading
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Feature
26 Jul 2024
10 ideas for a post-cookies marketing strategy
Tracking customers without third-party cookies may concern businesses. However, all organizations are in the same position. Marketers should consider these alternatives. Continue Reading
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Tip
25 Jul 2024
9 omnichannel marketing platforms to consider
To reach customers consistently on any platform, marketing teams should embrace omnichannel marketing. These software options can help marketers in any industry boost their reach. Continue Reading
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Definition
24 Jul 2024
What is first call resolution (FCR)?
First call resolution (FCR) is when contact center agents properly address a customer's needs the first time they call so there is no need for the customer to follow up with a second call. Continue Reading
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Tip
24 Jul 2024
Compare 10 headless CMS offerings and their key differences
Many vendors offer headless CMS capabilities to help organizations manage omnichannel web content in a central repository. The top vendors include Acquia, Adobe and Contentful. Continue Reading
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Definition
23 Jul 2024
What is the law of diminishing returns?
The law of diminishing returns is an economic principle stating that as investment in a particular area increases, the rate of profit from that investment, after a certain point, can't continue to increase if other variables remain at a constant. Continue Reading
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News
23 Jul 2024
Adtech, regulators react to Google's third-party cookie reversal
Following many delays and an alternative still in development, Google has relented to advertisers on the timing of depreciating third-party cookies. Continue Reading
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Definition
22 Jul 2024
What is an abandoned call?
An abandoned call is a call or other type of contact initiated to a call center or contact center that is ended before any conversation occurs. Continue Reading
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Tip
19 Jul 2024
10 Microsoft SharePoint alternatives to consider
While SharePoint offers many capabilities, an organization may find that a different CMS or collaboration system better suits its needs. Here are some alternatives to consider. Continue Reading
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Definition
18 Jul 2024
What is an outbound call?
An outbound call is one initiated by a contact center agent to prospective customers and focuses on sales, lead generation, telemarketing and fundraising. Continue Reading
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News
17 Jul 2024
OpenText broadens content AI services in quarterly release
OpenText adds generative AI tools for enterprise information management, security, business process mining and more in its 24.3 Cloud Editions update. Continue Reading
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Tip
17 Jul 2024
Top 8 enterprise content management challenges to avoid
As organizations strategize enterprise content management, challenges may arise -- like cost, security and storage. Careful planning can avoid these issues. Continue Reading
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Definition
17 Jul 2024
What is lead-to-revenue management (L2RM)?
Lead-to-revenue management (L2RM) is a set of sales and marketing methods focusing on generating revenue throughout the customer life cycle. Continue Reading
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Feature
17 Jul 2024
How knowledge management benefits customer service
As knowledge management helps employees and customers find answers, it can improve customer service. Benefits include effective self-service and increased customer satisfaction. Continue Reading
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News
17 Jul 2024
Salesforce to release autonomous AI customer service agents
Salesforce's next generation of customer service chatbots will use sharpened AI tools -- and, in theory, wits -- to choose their own adventure among Flows and actions. Continue Reading
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Definition
17 Jul 2024
What is relationship marketing?
Relationship marketing is a facet of customer relationship management (CRM) that focuses on customer loyalty and long-term customer engagement rather than shorter-term goals like customer acquisition and individual sales. Continue Reading
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Tip
16 Jul 2024
How to develop an ECM strategy and roadmap
Deploying an enterprise content management system requires careful forethought. Before implementing an ECM platform, enterprises should follow these steps. Continue Reading
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Feature
16 Jul 2024
10 types of contact centers explained
Contact centers are the front line of communication between the enterprise and customers. But no two facilities are alike, so it's best to know which type fits business goals. Continue Reading
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Definition
16 Jul 2024
contact center burnout
Contact center burnout refers to physical, emotional and mental exhaustion experienced by contact center employees. Continue Reading