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
27 Jun 2024
How AI can improve customer loyalty
AI plays a central role in customer loyalty. Yet, organizations can have a greater ROI if they focus their AI strategies more on improving CX and less on cutting costs. Continue Reading
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Tip
27 Jun 2024
Document management vs. content management: How they differ
While document and content management are part of a larger enterprise content management strategy, the two systems handle different types of information. Continue Reading
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News
27 Jun 2024
Box AI becomes free to Enterprise Plus subscribers
Box previews new features to come later this year -- including a revamped metadata API -- while dropping generative AI query fees for its highest tier of premium subscribers. Continue Reading
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Tip
26 Jun 2024
7 reasons why mobile apps are important for your business
Mobile apps can build loyal customer bases, provide insightful customer data and more. Businesses should understand the many ways these apps can enhance CX. Continue Reading
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News
25 Jun 2024
Gong adds GenAI conversational intelligence for sales insights
Generative AI tools in Gong's Smart Trackers provide deeper analysis into sales reps' communications with customers. Continue Reading
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Tip
24 Jun 2024
The 7 stages of enterprise content lifecycle management
Content lifecycle management is where business process management, content and records management intersect. Learn more about this process and its key stages. Continue Reading
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Tip
21 Jun 2024
Is headless CMS the future of content management?
As headless CMS rises in popularity, IT leaders might wonder if it's a fad or if it will permanently affect the content management industry. Learn more in this expert tip. Continue Reading
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Tip
17 Jun 2024
5 SharePoint migration tools to consider
Moving years' worth of SharePoint data out of on-premises storage to the cloud can be daunting, so choosing the correct migration tool is an essential first step. Continue Reading
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Definition
14 Jun 2024
enterprise search
Enterprise search is a type of software that lets users find data spread across organizations' internal repositories, such as content management systems, knowledge bases and customer relationship management (CRM) systems. Continue Reading
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Definition
14 Jun 2024
digital marketing
Digital marketing is the promotion and marketing of goods and services to consumers through digital channels and electronic technologies. Continue Reading
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Definition
14 Jun 2024
contact center schedule adherence
Contact center schedule adherence is a standard metric used in business contact centers to determine whether contact center agents are working the amount of time they are scheduled to work. Continue Reading
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Tip
11 Jun 2024
5 steps to a successful ECM implementation project
Implementing an ECM system is not all about technology; it's also about the people. A proper rollout requires feedback from key business departments and personnel. Continue Reading
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News
11 Jun 2024
RingCentral pushes AI deeper into sales tech, integrates Teams
Among other new features, RingCentral pushes its RingSense conversational intelligence deeper into the sales market with new integrations, where it meets a crowd of tech competitors. Continue Reading
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News
10 Jun 2024
Pegasystems' Blueprint enables automation with no code
Pegasystems uses generative AI to simplify previously difficult development tasks that unite back-office and front-office data, and launches a GenAI-led learning system. Continue Reading
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Definition
10 Jun 2024
customer retention
Customer retention is a metric that measures customer loyalty, or an organization's ability to retain customers over time. Continue Reading
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News
06 Jun 2024
Slack lists drops, edging it ever closer to project management
Slack isn't a full-fledged project management platform. But new features help users organize, assign and track tasks as they would in more sophisticated clouds. Continue Reading
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News
05 Jun 2024
Headless CMS vendor Contentstack integrates generative AI
Incorporating consulting services and flexible accommodations for different LLMs, developer-focused Contentstack offers its own take on GenAI for CMS. Continue Reading
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Tip
04 Jun 2024
What to know about SharePoint 2019's end of life
As SharePoint 2019 approaches its end of life, users can expect reduced support. Migration to newer platforms like SharePoint Online can offer ongoing security and functionality. Continue Reading
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News
04 Jun 2024
SAP brings CX apps under one platform, debuts CX AI Toolkit
SAP releases a CX-specific AI toolkit that enables a digital 'personal shopper' and custom deployments of generative AI throughout the customer experience. Continue Reading
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News
03 Jun 2024
Build or buy fintech AI? To Mastercard, the answer is 'both'
Mastercard's operations CTO discusses the company's data principles, global contact center outlay, and its rubric for building vs. buying AI -- not just the generative kind. Continue Reading
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Tip
30 May 2024
12 benefits of customer retention
Customer retention can help organizations better understand their current customers' needs, issues and desires, so they can better support them and target more prospects. Continue Reading
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Feature
30 May 2024
Knowledge management metrics: How to track KM effectiveness
Measuring knowledge management effectiveness requires quantitative and qualitative data. Metrics like the balanced scorecard method can help organizations improve their strategies. Continue Reading
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Tip
28 May 2024
5 real-world examples of omnichannel marketing
The most successful marketing strategies reach customers where they are, on every available channel. Here, explore examples of omnichannel marketing strategies from real companies. Continue Reading
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News
23 May 2024
Salesforce Service Cloud adds Einstein generative AI tools
Salesforce Service Cloud will soon get generative AI tools that contact centers could theoretically use to turn CX from a cost center into a profit center. Continue Reading
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Definition
23 May 2024
enterprise document management (EDM)
Enterprise document management (EDM) is a strategy for overseeing an organization's paper and electronic documents so they can be easily retrieved in the event of a compliance audit or subpoena. Continue Reading
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Quiz
22 May 2024
Test your headless CMS knowledge
Do you know what headless content management systems are, how they work and when organizations should consider using them? Test your knowledge of headless CMSes with this quiz. Continue Reading
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News
22 May 2024
Salesforce to roll out marketing, e-commerce Einstein Copilots
Salesforce drops a number of new features for commerce and marketing users. Chief among them are generative AI copilots for marketing and e-commerce. Continue Reading
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Opinion
21 May 2024
Generative AI's role in the rebirth of knowledge management
Generative AI could help organizations realize the tacit knowledge-sharing benefits that were touted in the late 1990s for the discipline of knowledge management. Continue Reading
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News
17 May 2024
MuleSoft integration tackles EDI supply chain data issues
Salesforce integrates EDI data into its platform for users who deal with many suppliers -- or distributors -- with MuleSoft in an attempt to solve an age-old integration snafu. Continue Reading
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Tip
17 May 2024
SharePoint vs. Box: What's the difference?
SharePoint and Box both help users manage and store content. Yet, to choose the right tool, organizations should first consider their integration and security requirements. Continue Reading
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News
15 May 2024
Avaya looks ahead with acquisition, cloud CX, RingCentral deal
Rumors of Avaya's demise have been greatly exaggerated, CEO Alan Masarek assures longtime customers while making acquisitions, partnership deals and building a SaaS CX stack. Continue Reading
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News
14 May 2024
Genesys debuts customer service GenAI, journey management
Customer journey management and a bevy of generative AI tools, including more trademark empathy detection, were added to Genesys Cloud's contact center platform. Continue Reading
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News
14 May 2024
Salesforce adds generative AI tools to Education Cloud
Customers discuss Salesforce's GenAI push into education with features that target business process automation for K-12 and college students and administrators. Continue Reading
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Tip
09 May 2024
5 real-world use cases for enterprise search
It's possible to build a successful enterprise search strategy that helps employees find critical data fast. Check out these examples from real businesses that improved their search strategies. Continue Reading
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Tip
07 May 2024
9 SharePoint best practices
The breadth of SharePoint's features can make it a challenging tool to implement and maintain. These best practices can keep content managers on track. Continue Reading
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Definition
07 May 2024
Slack software
Slack software is a cloud-based messaging application that enables the personnel in an organization to connect and collaborate. Continue Reading
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News
07 May 2024
Sprinklr's AI digital twin for CX emulates whole companies
Sprinklr CEO Ragy Thomas 'bets the company' on its moonshot digital twin technology that emulates a whole customer's organization, with AI assistance, to complete CX tasks. Continue Reading
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Tip
02 May 2024
How to optimize for the zero moment of truth
A zero moment of truth shapes CX, yet many organizations don't know they have control over it. Learn how to tackle the zero moment of truth expertly. Continue Reading
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News
02 May 2024
With Tribble, RFP writers get their own shot of generative AI
Some large enterprises' sales organizations respond to a hundred or more requests for proposals daily. A new GenAI tool from ex-Salesforce execs could ease the workload. Continue Reading
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Definition
01 May 2024
chatbot
A chatbot is a software or computer program that simulates human conversation or "chatter" through text or voice interactions. Continue Reading
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Feature
30 Apr 2024
Benefits and challenges of a headless CMS
Headless CMSes enable omnichannel publishing and improve front-end flexibility. Yet, these platforms can have steep learning curves and require skilled front-end developers. Continue Reading
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News
26 Apr 2024
Google delays third-party 'Cookiepocalypse' until 2025
Google has yet again delayed the deprecation of third-party cookies. Marketers and advertisers now have until 2025 to remediate their ad tech. Continue Reading
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News
25 Apr 2024
Salesforce Financial Services Cloud gets GenAI for banking
If Salesforce can talk the highly conservative, highly skeptical and highly regulated financial industry into adopting GenAI, the company could win over a lot more customers. Continue Reading
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Tip
25 Apr 2024
7 SharePoint problems that spur customers to leave the platform
SharePoint is a well-known content management and collaboration platform. Despite its popularity, it can introduce many challenges to businesses, like permissions and governance. Continue Reading
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News
25 Apr 2024
Oracle expands generative AI across its CX applications
Oracle beefs up its Fusion Cloud Customer Experience applications with GenAI tools for users of its sales, field service, marketing and contact center. Continue Reading
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Tip
24 Apr 2024
Marketing automation checklist for beginners
How can SMBs and small marketing teams develop a proper marketing automation strategy? With a checklist. Here's what to include in a checklist for a successful strategy. Continue Reading
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News
24 Apr 2024
HubSpot embraces GenAI with Service Hub updates and more
A reimagined, generative AI-infused Content Hub leads the way for a passel of HubSpot updates for users of its sales, service, marketing and digital payment platforms. Continue Reading
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Feature
23 Apr 2024
An overview of Microsoft Dynamics 365
Dynamics 365 unites various CRM and ERP tools into one platform. CRM apps include Dynamics 365 Sales and Customer Service, and ERP tools include Finance and Commerce. Continue Reading
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Tip
23 Apr 2024
5 benefits and examples of phygital customer experience
Modern customers expect brands to blend physical and digital channels for seamless CX -- often called phygital experiences. In turn, it helps businesses learn more about customers. Continue Reading
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News
22 Apr 2024
SAP Emarsys launches Product Finder AI shopping tool
SAP Emarsys moves deeper into generative AI with Product Finder, a product recommendation tool that promises to improve e-commerce and marketing message relevancy. Continue Reading
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Tip
18 Apr 2024
Will AI replace customer service reps?
AI can streamline customer interactions and save organizations money, but will it replace customer service agents? Maybe, but customer service will always require a human touch. Continue Reading
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Definition
17 Apr 2024
knowledge management (KM)
Knowledge management is the process an enterprise uses to gather, organize, share and analyze its knowledge in a way that's easily accessible to employees. Continue Reading
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Tip
17 Apr 2024
5 benefits of enterprise search
With a proper enterprise search strategy in place, organizations can improve their employees' efficiency and ensure customers have positive experiences. Continue Reading
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News
16 Apr 2024
Zendesk users get generative AI infusion for customer service
Zendesk customers get their shot of GenAI, which comes in the form of agent tools, self-service workflow assistants and workforce management features. Continue Reading
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News
15 Apr 2024
OpenText expands GenAI for enterprise content, IoT
OpenText finds a novel use for generative AI: combing through, sorting and summarizing massive amounts of IoT data. It also launched new enterprise content management features. Continue Reading
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Feature
15 Apr 2024
Traditional CMS vs. headless CMS: What's the difference?
Traditional CMSes let users design websites, yet they lack the flexibility of headless systems. Differences between these tools include purpose, architecture and ease of use. Continue Reading
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Tip
12 Apr 2024
How agent assist technology works in the contact center
Contact centers that invest in agent assist technology can help their agents become more productive and eliminate tedious tasks to make their jobs easier. Continue Reading
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Tip
11 Apr 2024
How to create an omnichannel marketing strategy
Marketers often struggle with the complexities of omnichannel implementation. To get started, they can set their business goals and invest in the right technologies. Continue Reading
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Answer
09 Apr 2024
How do companies protect customer data?
Companies can protect customer data through various technical tools and strategies, like authentication and encryption. But some types of data need more protection than others. Continue Reading
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News
09 Apr 2024
Google releases GenAI Creative Agent for designers, marketers
Google plants its stake in the marketing and advertising vertical with a bot tuned to help creatives craft campaigns, storyboards, images and text with generative AI. Continue Reading
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News
08 Apr 2024
Sendbird launches in-app business messaging, dashboard
SMS and email channels are so noisy and subject to so many regulations that in-app messaging has appeal for businesses who want a direct customer communication channel. Continue Reading
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News
05 Apr 2024
Why Alphabet might acquire HubSpot: Data, data and more data
If Alphabet were to buy HubSpot, it would come with a hefty price when interest rates are high. Experts discuss what HubSpot assets might interest Google's parent company most. Continue Reading
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Answer
03 Apr 2024
What is a SharePoint document conversation?
SharePoint's document conversation features have evolved from in-document chats to Viva Engage posts. Learn what a document conversation is and how it can engage employees. Continue Reading
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News
01 Apr 2024
AWS, Google release contact center GenAI tools
AWS releases contact center workforce management features and post-call summaries powered by GenAI; Google previews its own for Contact Center AI Platform. Continue Reading
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Tip
01 Apr 2024
How to find the customer journey moments of truth
A moment of truth can turn a potentially positive experience into a negative one, and vice versa. Understanding moments of truth requires a complete knowledge of the customer journey. Continue Reading
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Opinion
28 Mar 2024
IT leaders curb GenAI enthusiasm at Enterprise Connect
IT leaders at Enterprise Connect expressed enthusiasm for GenAI experimentation in customer experience as well as circumspection that vendors should take on board. Continue Reading
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News
27 Mar 2024
Adobe intros new GenAI tools and apps for marketers
The new applications and tools are for marketers looking to connect the different processes of the content supply chain in a safe and responsible manner. Continue Reading
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Feature
27 Mar 2024
6 challenges of omnichannel marketing
When marketers use omnichannel strategies to engage customers across touchpoints, they often face challenges with personalization, campaign tracking and brand consistency. Continue Reading
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News
26 Mar 2024
Talkdesk releases on-prem AI contact center automation suite
Contact center as a service users have a leg up on generative AI integrations because of the nature of cloud infrastructure, but on-premises customer service will get theirs. Continue Reading
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Tip
26 Mar 2024
8 top enterprise search engines
Whether an organization wants to improve its internal or external search strategies, an enterprise search engine can help users find information and protect data more easily. Continue Reading
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News
22 Mar 2024
Salesforce Field Service users get generative AI helpers
Salesforce launches Einstein 1 Field Service Edition. Field technicians get a generative AI boost to help navigate through scheduling and technical content. Continue Reading
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Tip
21 Mar 2024
6 real-life examples of effective diversity marketing
Inclusive marketing can take many forms but always requires authenticity. Explore these real-life examples from companies like Breezit, LLYC and Stallion Express. Continue Reading
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Feature
20 Mar 2024
How AI is transforming the BPO industry and contact centers
Everyone is talking about AI, but which organizations are adopting it? BPOs are a great example, especially AI for internal CX strategies and contact centers. Continue Reading
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Feature
15 Mar 2024
The importance of ethics in information management
Advancements in data collection and processing may tempt information management professionals to use as much customer data as possible. Yet, more data use means less privacy. Continue Reading
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News
14 Mar 2024
Oracle adds generative AI tools to Fusion CX applications
The new tools are among 50 generative AI features Oracle released for several Fusion applications, from CX to HR and supply chain. Continue Reading
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News
13 Mar 2024
Zendesk to acquire AI customer service bot startup Ultimate
Zendesk continues its acquisition spree with plans to buy partner Ultimate, making way for more straightforward integration of virtual agents. Continue Reading
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Opinion
12 Mar 2024
Salesforce TDX reveals how consumer and enterprise AI differ
The soaraway success of GenAI chatbots has obscured how enterprise AI differs from consumer AI. Salesforce's TDX developer conference threw those differences into some relief. Continue Reading
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Tip
12 Mar 2024
8 free marketing automation tools for SMBs
Marketing automation can help any business engage more customers, but SMBs might need it most. These free tools can help small marketing teams get started with automation. Continue Reading
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Definition
12 Mar 2024
What is Microsoft Power BI? Uses, features and guide
Microsoft Power BI is a business intelligence (BI) platform that provides nontechnical business users with tools for aggregating, analyzing, visualizing and sharing data. Continue Reading
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Definition
06 Mar 2024
web content management system (WCMS)
A web content management system (WCMS) is a type of content management system (CMS) that provides an organization with a way to manage digital information on a website through creating and maintaining content without prior knowledge of web programming or markup languages. Continue Reading
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News
06 Mar 2024
Salesforce users empowered to build no-code Einstein Copilots
Salesforce admins and developers can build custom generative AI assistants for workflows across the platform for sales, service, marketing and e-commerce. Continue Reading
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News
05 Mar 2024
Box AI adds Microsoft Azure OpenAI Service integration
Box adds Microsoft Azure OpenAI Service to its lineup of AI tools for document summaries, joining Google's Vertex and OpenAI LLMs for users to choose from. Continue Reading
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Tip
05 Mar 2024
Generative AI's effect on content management systems
Generative AI's ability to create content can enhance workflow automation within a CMS. Yet, organizations must implement guardrails to ensure data privacy and content quality. Continue Reading
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News
04 Mar 2024
What's next for Salesforce Einstein AI and Data Cloud
What's next for Salesforce as it builds Data Cloud and integrates it with Einstein AI? EVP and GM of both, Rahul Auradkar, explains what to expect. Continue Reading
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Feature
01 Mar 2024
6 benefits of omnichannel marketing
Omnichannel marketing shares data between interaction channels, like email and live chat, to improve CX. Key benefits include enhanced personalization and customer loyalty. Continue Reading
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News
28 Feb 2024
Google unfazed by advertiser criticism of third-party cookie plan
Google is working with U.K. regulators on its plan to phase out third-party cookies this year, despite pushback from an advertisers group. Meanwhile, bots are affecting ad traffic. Continue Reading
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Tip
28 Feb 2024
How businesses should deal with enterprise search issues
Enterprise search issues frequently complicate user experience with CMSes. However, these challenges have various solutions to help organizations improve their search experience. Continue Reading
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Tip
23 Feb 2024
How to create a diversity and inclusion marketing strategy
Diversity marketing helps organizations attract new customers, but to implement a strategy, marketers need an internal D&I initiative and to learn about their audience. Continue Reading
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News
23 Feb 2024
Reading long PDFs less painful with Adobe AI Assistant tool
The first beta version of Adobe's generative AI tools for search, summary, attribution and copy-pasting is available for Acrobat, with more features to come. Continue Reading
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Answer
22 Feb 2024
What is the role of generative AI in enterprise search?
Enterprise search employs AI to enrich content, identify objects and organize information. Yet, the rise of generative AI is likely to transform these processes even further. Continue Reading
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News
21 Feb 2024
GenAI chatbots for customer care create new level of liability
Air Canada found liable for promises its chatbot made against the airline's policy; CX leaders discuss best practices for using generative AI in chatbots. Continue Reading
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News
15 Feb 2024
Sitecore to bring more generative AI XM, XP clouds
Katie Johnson joined Sitecore after leading vertical market pushes at Salesforce and Talkdesk. In this Q&A, we discuss that, future generative AI plans and more. Continue Reading
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Feature
15 Feb 2024
What does a knowledge manager do?
Knowledge managers use technical skills to maintain knowledge base software and interpersonal skills to encourage employees to share best practices with each other. Continue Reading
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Tip
13 Feb 2024
Top 6 marketing automation certifications and courses
With the right marketing automation certifications, SMBs and small marketing teams can gain the skills and expertise needed to compete with larger companies in their markets. Continue Reading
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Tip
09 Feb 2024
Microsoft Dynamics 365 vs. Salesforce: How do they differ?
Microsoft Dynamics 365 and Salesforce both help organizations streamline sales, service and marketing processes. Yet, they differ in architecture and integration capabilities. Continue Reading
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Tip
08 Feb 2024
How a content tagging taxonomy improves enterprise search
Creating an enterprise taxonomy can help users more easily find the content they need when searching through files in a content management system. Continue Reading
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News
07 Feb 2024
Email marketers feel Google, Yahoo DMARC policy change
As marketers face changes to email authentication and third-party cookie deprecation, contact centers are a treasure trove of first-party data to drive multichannel campaigns. Continue Reading
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Tip
01 Feb 2024
How to get started with marketing automation for SMBs
Marketing automation can help SMBs, which may lack marketing budgets and resources. With certain processes automated, an SMB's marketing team can spend more time creating. Continue Reading
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Feature
30 Jan 2024
7 benefits of Microsoft SharePoint
SharePoint offers a central repository where users can store and collaborate on business content. The tool's benefits include improved efficiency, scalability and compliance. Continue Reading
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Opinion
30 Jan 2024
How contact center modernization plays into AI strategies
Contact center workers want to work in different ways, so more leaders are experimenting with GenAI. ESG research explores the maturity of contact center tech. Continue Reading