Customer Experience
Top Stories
-
News
03 Sep 2026
Genesys banks on AI customer service agents -- and their orchestration
The agentic SaaS playbook is emerging: Throw open your platform to agents of all stripes, and provide a harness or orchestration layer to manage it all. Continue Reading
-
Tip
03 Sep 2026
5 mistakes to avoid when choosing a CX provider
When picking a CX vendor, enterprise tech buyers should have realistic AI expectations and watch out for a lack of industry expertise, scalability and integrations. Continue Reading
-
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
-
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
-
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
-
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
-
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
-
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
-
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
-
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
-
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
-
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
-
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
-
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
-
Tip
29 Jan 2024
Compare the top 10 marketing automation software
With the right marketing automation software, marketers can streamline their workflows and focus more on creative tasks. This list compares the top vendors in this space. Continue Reading
-
Definition
29 Jan 2024
content analytics
Content analytics, also known as content intelligence, is the process of measuring and analyzing how users interact and engage with digital content. Continue Reading
-
Definition
25 Jan 2024
white hat link building
White hat link building is a search engine optimization (SEO) technique for increasing the number of high-quality backlinks to a webpage. Continue Reading
-
News
24 Jan 2024
Box acquires no-code document automation tool Crooze
The acquisition gives Box both the talent and the technology Crooze provided for large customers, according to Box's vice president of product strategy. Continue Reading
-
News
24 Jan 2024
Pegasystems unveils AI assistant for knowledge management
The workflow automation vendor aims to simplify informational querying processes with an iterative conversational interface that can automatically search all data sources. Continue Reading
-
Tip
23 Jan 2024
7 records management systems to consider
Top records management systems like Box, DocuPhase, Laserfiche and SharePoint can help organizations store important documents and automate retention schedules. Continue Reading
-
Answer
22 Jan 2024
Why is marketing automation important?
Marketing automation can eliminate repetitive tasks and create a more personalized customer experience. Learn more about the future role of AI in marketing automation. Continue Reading
-
News
19 Jan 2024
Salesforce unveils retail shopping and marketing AI tools
The CRM vendor brings generative AI to analytics and management tools for businesses' marketing teams and Copilot for Shoppers for swifter product discovery and purchase. Continue Reading
-
Tip
18 Jan 2024
8 types of marketing automation, with examples
Just as there are different types of marketing, automation types differ, too. Explore real-world examples of each type and learn how businesses can benefit from them. Continue Reading
-
Feature
17 Jan 2024
An overview of Microsoft SharePoint
Microsoft offers on-premises and cloud versions of SharePoint to help organizations manage content. Core capabilities include collaboration, automation and data protection. Continue Reading
-
News
16 Jan 2024
FCC adopts lead generation rules to protect consumer privacy
The new rules aim to protect consumers from scam communications perpetuated by robocalls and robotexts and give consumers the ability to choose which companies can contact them. Continue Reading
-
Definition
12 Jan 2024
SharePoint administrator
A SharePoint administrator is the person who oversees an organization's installation and operation of the Microsoft SharePoint collaboration and content management platform. Continue Reading
-
Tip
11 Jan 2024
Best practices to create accessible documents
Anyone who creates content can make documents accessible for people who use assistive technologies. These best practices lay out how to ensure content is accessible. Continue Reading
-
Feature
10 Jan 2024
DXP vendors: More generative AI tools for websites to come
Generative AI has given designers, marketers and digital experience leaders new tools to more quickly create better, tightly personalized websites. DXP vendors plan to deliver more. Continue Reading
-
News
10 Jan 2024
Zendesk acquires Klaus for AI-backed quality assurance in CX
The customer service vendor acquires the vendor to build out its workforce management capabilities and bring a more integrated experience for users with both applications. Continue Reading
-
Tip
09 Jan 2024
How to overcome the top 6 marketing automation challenges
Marketing automation tools can improve employee productivity if organizations avoid common pitfalls, such as poor planning and a lack personalized messaging. Continue Reading
-
News
04 Jan 2024
Google begins phasing out third-party cookies in Chrome
The search giant starts limiting cross-site tracking to respond to consumer privacy concerns, while aiming to preserve ad revenue and skirt pushback from U.K. regulators. Continue Reading
-
Tip
03 Jan 2024
10 marketing automation best practices
Learn how marketing automation best practices, like using behavior-based triggers and A/B testing, can help marketers reach and engage more audiences. Continue Reading
-
Tip
28 Dec 2023
The future of field service management and trends
Contactless, cashless and self-service abilities remain standards for field service. The future will bring more flexibility and convenience for workers and customers. Continue Reading
-
Tip
28 Dec 2023
5 examples of records management
Examples of records management vary by types of records, such as front- and back-office records, and processes, such as retention schedule management and records disposal. Continue Reading
-
News
20 Dec 2023
Abandoning Figma merger will cost Adobe $1 billion
EU and U.K. regulators' concerns about 'future competition,' a fairly new antitrust argument, spurs Adobe to cancel $20 billion deal to acquire Figma. Continue Reading
-
Feature
15 Dec 2023
Overview of RingCentral's RingCX AI-powered CCaaS platform
RingCentral's new contact center-as-a-service offering, RingCX, is poised to shake up the CCaaS market. Explore its benefits and features to see if it works for your organization. Continue Reading
-
Feature
14 Dec 2023
The value of a total experience platform
Combining customer, employee, omnichannel and multichannel, and UX platforms and tools into a total experience offering improves visibility, metrics and insights. Continue Reading
-
Feature
14 Dec 2023
The benefits of diversity in sales teams
A diverse sales team can improve customer connections and boost employee engagement. However, sales managers must create an inclusive work culture if they want to retain talent. Continue Reading
-
Answer
12 Dec 2023
Why are accessible documents important?
Accessible documents can reach broader audiences, improve users' experiences and ensure compliance with local regulations. This simple strategy can greatly benefit businesses. Continue Reading
-
Definition
11 Dec 2023
vanity URL (vanity uniform resource locator)
A vanity URL (vanity uniform resource locator) is a simplified version of a URL that users enter into their browsers in place of the original URL. Continue Reading
-
Tip
07 Dec 2023
Microsoft Dynamics 365 best practices for implementation
Microsoft Dynamics 365 offers business apps to help organizations boost efficiency. Best practices for implementation include creating the right team and designing a simple UX. Continue Reading
-
Feature
06 Dec 2023
In 2023, generative AI made inroads in customer service
This year saw the rise of new intelligent capabilities for contact centers to support human and virtual agents in their abilities to deliver effective answers and services faster. Continue Reading
-
Tip
05 Dec 2023
How to create accessible PDF documents
If businesses create accessible PDF documents, they can reach more customers and expand their business opportunities. Learn how to create and ensure all documents are accessible. Continue Reading
-
Feature
30 Nov 2023
Records vs. document management: What's the difference?
Records and document management both help organizations share and use files, but these strategies have different goals, information, processes and systems. Continue Reading
-
Tip
29 Nov 2023
Top 5 benefits of marketing automation
If an organization wants to help its marketers, it must invest in marketing automation. This software offers benefits such as better lead conversion and data collection. Continue Reading
-
News
28 Nov 2023
AWS Amazon Connect adds generative AI for the contact center
The tech giant unveils generative AI capabilities, reminding CX competitors that it has a long history with conversational AI and can offer many intelligent customer service tools. Continue Reading
-
Tip
21 Nov 2023
6 best practices for a records management strategy
A records management strategy can boost efficiency and reduce compliance risk. To create this strategy, organizations must first identify business and legal requirements. Continue Reading
-
Feature
21 Nov 2023
SAP's Mirakl integration improves B2B e-commerce experience
Mirakl's platform lets B2B e-commerce companies create an online shopping experience that is more like B2C -- easier to configure, with a simpler interface for the end user. Continue Reading
-
Answer
21 Nov 2023
Sales enablement vs. sales operations: What's the difference?
Sales enablement and sales operations strategies have a shared goal -- to make the sales team successful and bring in more customers -- yet have different methods of reaching it. Continue Reading
-
News
20 Nov 2023
Acquia takes on web content accessibility with Monsido buy
Acquia adds generative AI and accessibility checker tools to its digital experience platform; partnerships avail close integrations of A/B testing and content personalization tools. Continue Reading
-
Feature
17 Nov 2023
Why is diversity important in marketing?
Diversity marketing can help marketers improve personalization, connect with younger audiences and increase brand loyalty. However, inauthentic efforts can erode customer trust. Continue Reading
-
Opinion
15 Nov 2023
Microsoft Ignite highlights future of AI, customer success
Advancements in AI will affect businesses and customers alike. Learn about the future of AI from Microsoft Ignite's Analyst Day, and how it will affect CX and app development. Continue Reading
-
News
15 Nov 2023
Microsoft adds more AI tools to Copilot for Sales, Service
The new capabilities let sales and service teams access customer information from apps such as a knowledge base or CRM system using natural language prompts in Microsoft platforms. Continue Reading
-
Tip
14 Nov 2023
7 Microsoft Dynamics 365 implementation issues
Microsoft Dynamics 365 presents unique implementation challenges for organizations, like data migration and customizations. Explore these challenges and strategies to solve them. Continue Reading
-
News
13 Nov 2023
Acquia CEO on DXP's future, content AI, acquisition strategy
After almost a year in the position, Acquia CEO Stephen Reny discusses the company's digital experience platform, and how AI and acquisitions will figure into its evolution. Continue Reading
-
Tip
09 Nov 2023
Checklist to create accessible Word documents
To better support employees and reach more customers, content teams should use this checklist to create accessible Word documents and learn key tips about alt text and font styles. Continue Reading
-
News
08 Nov 2023
Zendesk unveils tools for agents to improve customer service
The customer service and CRM vendor unveiled no-code tools, including a layout builder to let teams customize agent interfaces for specific roles and workflows. Continue Reading
-
Tip
07 Nov 2023
5 benefits of Microsoft Dynamics 365
Dynamics 365 offers a comprehensive set of cloud-based business apps to help organizations eliminate data silos, improve decision-making and automate workflows. Continue Reading
-
Opinion
02 Nov 2023
Microsoft's Copilot AI assistant brings upside, cost and risk
Microsoft's Copilot AI assistant arrives for office productivity apps. Not everyone's going to buy it at once, and it does come with risks common to all generative AI. Continue Reading
-
Answer
02 Nov 2023
Why is sales enablement important?
With a sales enablement strategy, sales leaders can make their teams more efficient, well-trained and ensure all reps are consistent when they interact with customers. Continue Reading
-
News
01 Nov 2023
Box adds Google Vertex AI integration for document AI
Box deepens Google partnership to add Vertex AI features, availability in Google Cloud Marketplace, and additional Google Workspace and Google Cloud Platform integrations. Continue Reading
-
Tip
26 Oct 2023
6 key roles in a knowledge management team
Many organizations form dedicated teams to implement and maintain their knowledge management programs. Key roles include KM specialist, IT professional and knowledge champion. Continue Reading
-
Tip
26 Oct 2023
Why is a customer experience framework essential?
A customer experience framework can help CX teams streamline their workflows, showcase the value of a customer-first culture and improve customer engagement and satisfaction. Continue Reading
-
News
25 Oct 2023
SAP broadens CX offerings with new AI tools for Joule
The ERP software vendor brings AI-based tools to strengthen identity and data security as well as end-to-end personalization to highlight its customer experience offerings. Continue Reading
-
News
25 Oct 2023
SurveyMonkey launches Build with AI to create surveys faster
The vendor releases generative AI capabilities to let users build custom questionnaires quickly and incorporate prompts that will yield better responses from customers. Continue Reading
-
News
24 Oct 2023
Cisco unveils Webex AI tools for hybrid work, contact center
The vendor's new Webex AI offerings include Real-Time Media Models to track users' voices and movements and Webex AI Assistant tools for making, altering and suggesting messages. Continue Reading
-
News
20 Oct 2023
OneDrive 3.0 gets Microsoft 365 Copilot, refreshed interface
Microsoft dusts off its OneDrive cloud file-sharing utility and adds connectivity to Microsoft 365 Copilot AI digital assistant, a new look and more features coming in December. Continue Reading
-
Tip
20 Oct 2023
8 ways to measure sales enablement metrics
Measuring sales enablement metrics can increase efficiency for sales teams and drive revenue growth. Learn which metrics to track and real-world uses for each. Continue Reading
-
Tip
19 Oct 2023
How to build a content governance model
With a proper content governance model, organizations can improve their content marketing efforts, benefit their SEO rankings and reach larger audiences. Continue Reading
-
Tip
18 Oct 2023
5 real-world examples of customer obsession
Customer obsession requires organizations to place clients' needs at the center of all operations. Real-world examples include Equinox, Tabrick and GreenPal. Continue Reading
-
News
16 Oct 2023
Talkdesk expands its AI offerings for the contact center
The cloud-based contact center provider adds more tools to monitor large language model-supported capabilities, which are becoming commonplace offerings for CX vendors. Continue Reading
-
Feature
13 Oct 2023
How generative AI can improve knowledge management
With generative AI, knowledge management teams can automate knowledge capture and maintenance processes. Explore how AI can improve knowledge management. Continue Reading
-
News
12 Oct 2023
Box and OpenAI CEOs discuss the future of enterprise AI
OpenAI and Box founders discuss the rise of generative AI in the enterprise and how it will change knowledge workers' routines and influence business overall. Continue Reading
-
Definition
11 Oct 2023
Salesforce
Salesforce, Inc. is a cloud computing and social enterprise software-as-a-service (SaaS) provider based in San Francisco. Continue Reading
-
News
11 Oct 2023
Adobe unveils Firefly AI models to quickly make vivid images
The CX and multimedia vendor amps up its generative AI image creation offerings with Prompt Guidance, vector graphic production, template generation and photo-style image tweaks. Continue Reading
-
Guest Post
11 Oct 2023
How product-led growth can help scale your business
With a product-led growth strategy, you can take the pressure off your sales and marketing teams and center what really matters: the product and the customer. Continue Reading
-
News
11 Oct 2023
New Box Hubs uses AI to curate content, target users
The vendor adds a new internal publishing system to its stable of content management tools. It enables users to curate and publish select content within an organization. Continue Reading
-
News
10 Oct 2023
OpenText's Aviator AI services 10 years in the making
OpenText's AI services for content, operations, DevOps, security and digital experience represent a blend of homegrown, acquired and licensed technologies. Continue Reading
-
News
03 Oct 2023
Zendesk offers more AI tech with AI for Voice, AI bots
The customer experience vendor released intelligent bots to quickly answer customers' questions and unveiled a tool to summarize transcripts of customer calls with agents. Continue Reading
-
Tip
03 Oct 2023
5 digital sales enablement tools to boost productivity
Explore how the top sales enablement tools -- such as live chat, email automation and digital asset management -- can help agents boost productivity and efficiency. Continue Reading
-
Definition
27 Sep 2023
workflow automation
Workflow automation is an approach to making the flow of tasks, documents and information across work-related activities perform independently in accordance with defined business rules. Continue Reading
-
News
26 Sep 2023
SurveyMonkey Forms has new templates, pre-built prompts
The vendor brings new capabilities such as pre-built question fields with Forms, an online form creation tool, to make it easier for businesses to collect data from customers. Continue Reading
-
News
25 Sep 2023
Shopify adds Audiences integrations for more segmentation
The e-commerce vendor builds on its customer segmentation capabilities by adding platform integrations with Snapchat, Criteo and TikTok for creating lists of target contacts. Continue Reading
-
Feature
22 Sep 2023
5 email marketing challenges and their solutions
Most organizations primarily use email to connect with customers. Yet, marketers often struggle with engagement due to spam filters and crowded inboxes. Continue Reading
-
Feature
20 Sep 2023
4 email A/B testing best practices
A/B testing can help marketers improve email campaigns one variable at a time. Best practices include designing the right test, starting with the sender's name and using AI tools. Continue Reading
-
Definition
20 Sep 2023
Microsoft Dynamics 365
Dynamics 365 is a cloud-based portfolio of business applications from Microsoft that are designed to help organizations improve operational efficiency and reduce business complexity while controlling costs. Continue Reading
-
Tip
19 Sep 2023
How to reduce customer service costs
As organizations adjust to today's economy, CX managers should implement new technologies and strategies to reduce customer service costs without sacrificing quality. Continue Reading
-
News
19 Sep 2023
Oracle's CX GenAI tools consolidate data, manage knowledge
The cloud platform vendor unveiled GenAI tools to increase productivity for marketers, sales teams and customer service agents by creating content and retrieving information. Continue Reading
-
News
18 Sep 2023
Zoom releases work management tools for the contact center
The video conferencing vendor expands its CCaaS offerings with its Workforce Engagement Management suite, which includes forecasting and scheduling tools for agents and managers. Continue Reading
-
Feature
14 Sep 2023
Social media marketing strategies: Cut cliches, add opinions
Effective online engagement with customers starts with conversations that use feelings and opinions, rather than cliches and facts, to build lasting relationships. Continue Reading
-
News
13 Sep 2023
Pegasystems releases new GenAI tools for Pega Infinity '23
The vendor is out with new GenAI features for Pega Infinity '23. It also renews its business process management focus and makes other updates generally available. Continue Reading
-
Definition
12 Sep 2023
omnichannel
Omnichannel -- also spelled omni-channel -- is an approach to sales, marketing and customer support that seeks to provide customers with a seamless and unified brand experience, regardless of which channel they use. Continue Reading
-
News
12 Sep 2023
Salesforce unveils Einstein 1 to embed AI in every app
The CRM vendor unveils a suite of new capabilities for its revamped AI platform, including a genAI Copilot in every app, and a way to customize the Copilot's functions. Continue Reading
-
Guest Post
07 Sep 2023
How AI can benefit CX and customer service
If you mix AI into your customer service strategy, you're more likely to keep customers satisfied and employees efficient. Check out three uses for AI in customer service. Continue Reading
-
News
06 Sep 2023
HubSpot unveils AI-based Campaign Assistant, LinkedIn tie-in
The CRM vendor unveiled a virtual assistant tool, Campaign Assistant, to help marketers build campaigns and an integration between HubSpot and LinkedIn Sales Navigator. Continue Reading
-
Answer
06 Sep 2023
What does a sales enablement manager do?
A sales enablement manager helps sales reps boost productivity and improves their workflows to generate more revenue. Some organizations may have a full sales enablement team. Continue Reading
-
News
06 Sep 2023
HubSpot unveils AI capabilities, releases Sales Hub tools
The CRM vendor unveiled virtual assistants to automate customer service and project future sales, and released tools to centralize sales reps' daily tasks and prioritize leads. Continue Reading
-
Feature
05 Sep 2023
Sales vs. account management: What's the difference?
Sales and account management teams work together to increase revenue. However, these roles have different goals, responsibilities, skills and relationship timeframes. Continue Reading
-
Tip
29 Aug 2023
10 sales enablement best practices
A proper sales enablement strategy can help businesses improve revenue, training for sales teams and overall CX. And, with the right tools, teams can become more efficient. Continue Reading
-
News
24 Aug 2023
Salesforce unveils new tools for field service workers
The CRM vendor's new tools for service workers include a virtual appointment scheduler and a platform to view details about customers' purchased products and service history. Continue Reading
-
News
23 Aug 2023
Twilio's new CDP tool unites data for more personalization
Twilio's new tool uses its customer data platform, Segment, to connect real-time unified customer profiles with isolated data and boost marketing customization for better CX. Continue Reading
-
Feature
23 Aug 2023
LMS vs. CMS: What's the difference?
A CMS can fulfill general content publishing, editing and storage needs, while an LMS is better suited to a more specific HR and employee-oriented use case. Continue Reading