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
-
Definition
23 Aug 2023
What is brand recognition?
Brand recognition is the extent to which a consumer can correctly identify a particular product or service just by viewing the product or service's logo, tagline, packaging or advertising campaign. Continue Reading
-
Feature
17 Aug 2023
Genesys offers workforce management tool to measure EX
A contact center management firm uses a Genesys tool that collects information about employees' experience to uncover organizational weaknesses and identify ways to improve. Continue Reading
-
Feature
16 Aug 2023
Online forms tool offers custom designs and user insights
Digital marketing agency SmartBug Media uses digital customer survey platform Typeform to create custom-designed, brand-appropriate questionnaires and collect user data insights. Continue Reading
-
Feature
14 Aug 2023
Customer communications management key to CX success
Companies of all sizes are using the latest tech such as generative AI, online store apps, and collaboration tools like video calling to improve CX for B2B and B2C businesses. Continue Reading
-
Definition
10 Aug 2023
content personalization
Content personalization is a branding and marketing strategy in which webpages, email and other forms of content are tailored to match the characteristics, preferences or behaviors of individual users. Continue Reading
-
Definition
10 Aug 2023
What is customer experience management (CXM)? Ultimate guide
Building brand loyalty among customers involves a customer-centric strategy and measuring feedback through voice of the customer data to improve customer experiences. Continue Reading
-
Tip
09 Aug 2023
9 customer journey mapping tools that can improve your CX
Customer journey mapping tools provide valuable insights into the customer experience. Learn more about some of the top tools and how to choose the right one. Continue Reading
-
Guest Post
09 Aug 2023
Why businesses should prioritize customer retention
Proper customer retention can help businesses grow, save money and better understand consumers. Its benefits can lead to better customer experiences and greater business success. Continue Reading
-
Tip
08 Aug 2023
What does it mean to be customer obsessed?
Customer obsession can boost a brand's reputation and profits. But it requires C-suite dedication to CX, high levels of personalization and a positive employee experience. Continue Reading
-
Feature
04 Aug 2023
Banks aim to improve customer experience for users online
Tactics to increase digital interactions include improving contact center tools, prioritizing UX design and merging digital capabilities with real-time human service. Continue Reading
-
Tip
03 Aug 2023
Customer experience strategy: 5 tips to build a valuable CX
The best CX strategy should provide value to both the customer and the business. However, it requires support from leadership and significant investments in technology. Continue Reading
-
Tip
03 Aug 2023
7 ways to successfully align your sales and marketing teams
Learn how to create a close collaboration between sales and marketing that can lead to more effective marketing campaigns, an increase in qualified leads and a boost in revenue. Continue Reading
-
Tip
03 Aug 2023
How to create a customer journey map -- with template
Customer journey maps help CX teams delve into the data gathered during a customer's experience. They also help businesses to understand the failures and successes of sales. Continue Reading
-
Tip
03 Aug 2023
How to gather and evaluate customer sentiment
Businesses can harvest customer sentiment from a variety of places, including social media, surveys, likes, comment cards, contact centers and word-of-mouth. Continue Reading
-
News
02 Aug 2023
Salesforce offers tighter Slack integration with Sales Cloud
The CRM giant released tools that bring customer data and insights to the collaboration platform, such as instant account updates sent directly to channels for review. Continue Reading
-
Feature
01 Aug 2023
What is account-based marketing? A guide to ABM strategy
Companies increasingly use ABM to target high-value accounts and boost sales revenue. Here's the lowdown on the key terms and technologies, plus expert advice on getting started. Continue Reading
-
Tip
31 Jul 2023
ABM vs. demand generation: How are they different?
ABM and demand generation differ in significant ways. But when approached correctly, the two can complement one another, leading to higher revenue and long-term customer loyalty. Continue Reading
-
Tip
31 Jul 2023
7 ABM challenges and how to solve them
Navigating through account-based marketing program headwinds in team collaboration, budgeting, resource allocation, scalability, and tool selection requires a unique approach. Continue Reading
-
Tip
31 Jul 2023
7 account-based marketing tactics for your business
You can grow business revenue through an effective ABM strategy the complements lead-generation efforts. Here are 7 tactics to make your ABM program effective. Continue Reading
-
Tip
31 Jul 2023
12 essential ABM metrics and KPIs to measure success
Account-based marketing metrics let teams effectively engage with key decision-makers within target accounts, strengthen customer loyalty and identify areas of improvement. Continue Reading
-
Tip
31 Jul 2023
Account-based marketing vs. lead generation, explained
Discover the key differences between lead generation and account-based marketing, as well as pros and cons and how to decide which approach is best for your organization. Continue Reading
-
Definition
31 Jul 2023
demand generation
Demand generation is the process of creating and cultivating interest in a product or service with the goal of generating high-quality leads that can be nurtured into loyal customers. Continue Reading
-
Feature
31 Jul 2023
What does a knowledge champion do?
Knowledge champions use communication and leadership skills to encourage their department or group members to adopt knowledge management best practices. Continue Reading
-
Tip
27 Jul 2023
Customer experience vs. customer service: How do they differ?
Customer experience and customer service are not the same, but they do have a shared goal: to ensure customers are satisfied and return for repeat business. Continue Reading
-
Definition
27 Jul 2023
account-based experience (ABX)
Account-based experience (ABX) is a business-to-business (B2B) strategy in which the sales, marketing and customer success departments work together to provide accounts with a unified, personalized experience throughout the buyer journey. Continue Reading
-
News
27 Jul 2023
Box unveils plugin for Microsoft Copilot, tighter integration
The new integration lets joint customers use the tech giant's generative AI assistant to collaborate quicker with shared content summarization and querying. Continue Reading
-
Tip
26 Jul 2023
CX personalization: Why it's important and how to deliver it
A personalization strategy can increase brand loyalty and customer retention by providing relevant content to customers when they need it. Here's how to get started. Continue Reading
-
News
26 Jul 2023
Smartsheet's new AI tools answer queries, visualize data
The project management vendor unveiled generative AI tools that visualize data insights, give guidance with a virtual assistant, generate formulas and create captions for visuals. Continue Reading
-
Tip
25 Jul 2023
Top 12 demand-generation strategies for quality leads
Demand generation can play a key role in increasing revenue. Learn some effective demand-generation strategies that stimulate interest in a company's product or service. Continue Reading
-
News
25 Jul 2023
DocuSign launches AI-backed live video ID verification tool
The e-signature vendor's new AI-supported identity confirmation tool uses biometrics and live video to verify signers' identity and physical presence at the time of signing. Continue Reading
-
Tip
24 Jul 2023
Top 9 benefits of account-based marketing
Account-based marketing is a targeted approach to building or strengthening customer relationships. Learn how this strategy can make your marketing campaigns even more effective. Continue Reading
-
Feature
21 Jul 2023
A guide to account-based engagement
Account-based marketing strategies can unify marketing, sales and customer service objectives to prioritize, personalize and monetize engagements with high-value accounts. Continue Reading
-
Tip
20 Jul 2023
How to effectively personalize your ABM strategy
The traditional approach of marketing to the masses is yielding to a more targeted, personalized account-based marketing strategy that caters to high-value clients and boosts ROI. Continue Reading
-
Opinion
19 Jul 2023
Meta's Threads erupts as potential customer service channel
Threads may or may not be a Twitter-killer, but if 100 million people signed up for it in its first five days, your customer service team should consider supporting it -- and fast. Continue Reading
-
Tip
19 Jul 2023
How to fit customer experience security into your strategy
Most organizations overlook security in their CX strategies. However, with collaboration, personalization, CIAM controls and more, organizations can offer a secure and positive CX. Continue Reading
-
News
19 Jul 2023
Qualtrics uses AI to analyze customer needs for better CX
Qualtrics unveils new generative AI tools to minimize time spent searching for and disseminating customer feedback and creating text responses to increase brand loyalty. Continue Reading
-
News
18 Jul 2023
Microsoft releases Sales Copilot, teases Insights tools
The tech giant released generative AI-supported functions for sellers to generate text and summaries, and unveiled new Dynamics 365 Customer Insights tools for marketers. Continue Reading
-
Tip
14 Jul 2023
7 tips for creating a knowledge base
A knowledge base offers self-service for customers and employees. Organizations can collect feedback and build a culture of knowledge sharing to create an effective knowledge base. Continue Reading
-
Answer
14 Jul 2023
How does bulk SMS marketing work?
To start a bulk SMS marketing strategy, marketers should create message templates, monitor engagement and ensure that customers can opt in or out of communications. Continue Reading
-
Tip
14 Jul 2023
5 tips for creating customer journey maps from buyer personas
Organizations can create a journey map for each buyer persona. To create the map, CX teams should use data, consider many viewpoints and apply a central governance framework. Continue Reading
-
Tip
13 Jul 2023
8 customer journey KPIs that businesses should track
To ensure CX teams properly track their customers' journeys, use KPIs such as churn and engagement rates to help inform what users enjoy and where they get stuck. Continue Reading
-
News
10 Jul 2023
Genesys Cloud CX gets FedRAMP certified for government use
The CX vendor obtained Moderate Impact level authorization for its Genesys Cloud CX platform, bolstering security and safeguarding internal operations for U.S. government users. Continue Reading
-
Tip
07 Jul 2023
7 benefits of SMS marketing
An SMS marketing strategy can benefit organizations and customers alike, with tactics like personalization, real-time results and communication, and loyalty between both parties. Continue Reading
-
News
06 Jul 2023
Event analytics tool answers CX data queries using ChatGPT
Mixpanel aims to improve users' CX strategy with its new generative AI-supported data query tool, which lets users type CX data-related questions and get answers in chart format. Continue Reading
-
Answer
06 Jul 2023
What is the role of a customer relationship manager?
The customer relationship manager -- a role that differs from a CRM manager -- has a challenging and ever-evolving role to play when it comes to optimizing the customer experience. Continue Reading
-
News
30 Jun 2023
Salesforce brings more AI tools to Sales GPT and Service GPT
The CRM giant brings generative AI-supported tools like message creation and call summaries to sales and service workers, and teams with Deloitte Digital for AI safety resources. Continue Reading
-
Answer
29 Jun 2023
How do collaboration and knowledge management relate?
If organizations integrate their knowledge management and collaboration systems, employees can better collaborate on and share data and documents in a secure environment. Continue Reading
-
Answer
29 Jun 2023
Is it time to automate customer satisfaction surveys?
With automated customer surveys, organizations can get data in real time to improve their marketing, sales and customer service strategies. And AI's role is still growing. Continue Reading
-
Guest Post
26 Jun 2023
The 5 indicators of healthy sales-marketing alignment
How can a business ensure sales and marketing teams communicate and are on the same page? Ask these five questions and make sure both teams share a common language. Continue Reading
-
Tip
26 Jun 2023
8 SMS marketing software to know in 2023
SMS marketing is the best way to reach customers where they are. These platforms can help organizations send automated replies, add personalization and integrate with other tools. Continue Reading
-
Tip
22 Jun 2023
4 knowledge base article templates
Knowledge bases can improve CX and employee productivity, but organizations may not know where to start. Discover four templates to help teams write knowledge base articles. Continue Reading
-
Feature
20 Jun 2023
4 components of a customer obsession model
Customer-obsessed organizations put customers at the heart of their operations. A customer obsession model requires important elements like a data strategy and leadership support. Continue Reading
-
Opinion
15 Jun 2023
Monitor generative AI in customer experiences -- or else
As marketers and customer service leaders deploy generative AI tools that tech vendors are rapidly commercializing, they should monitor U.S. FTC guidance. Continue Reading
-
Definition
15 Jun 2023
RFx
RFx (request for x) encompasses the entire formal request process and can include request for bid (RFB), request for information (RFI), request for proposal (RFP), request for quotation (RFQ) and request for tender (RFT). Continue Reading
-
Tip
15 Jun 2023
8 CX challenges facing organizations and how to address them
There are many barriers to effective CX initiatives, but most revolve around communication at the consumer and enterprise level. Continue Reading
-
Tip
14 Jun 2023
7 benefits of customer experience management
A customer experience management strategy brings many benefits, including a reduced customer churn rate, lower marketing costs and improved crisis management. Continue Reading
-
Definition
14 Jun 2023
Microsoft Power Apps
Power Apps is a suite of Microsoft products that enable both developers and nontechnical users to build custom applications to fulfill various business needs. Continue Reading
-
Definition
13 Jun 2023
customer engagement
Customer engagement is the way a company creates a relationship with its customer base to foster brand loyalty and awareness. Continue Reading
-
News
13 Jun 2023
Salesforce moves forward with secure, private generative AI
With its new AI Cloud and built-in Einstein GPT Trust Layer, The CRM and CX vendor is investing in generative AI technology and adding data security and privacy features. Continue Reading
-
News
12 Jun 2023
Salesforce unveils AI Cloud with new Einstein GPT Trust Layer
AI Cloud houses the Einstein GPT Trust Layer with generative AI safety features, including data masking to remove personal information from data sent to large language models. Continue Reading
-
Definition
12 Jun 2023
phygital
Phygital (physical plus digital) is a marketing term that describes blending digital experiences with physical ones. As customer interaction channels proliferate, organizations aim to seamlessly integrate these channels. Continue Reading
-
Tip
12 Jun 2023
Top 9 best SMS marketing examples, with templates
How can marketers write the perfect text message to engage customers? Templates can help. Explore examples of common SMS marketing messages, like product alerts and event invites. Continue Reading
-
News
09 Jun 2023
LinkedIn unveils generative AI-based tools for B2B marketers
The professional network's new products let marketers create ad copy, message other company Pages, and post different types of ads to attract buyers throughout the buying process. Continue Reading
-
News
07 Jun 2023
Salesforce adds GPT to Commerce and Marketing clouds
The CRM giant adds generative AI capabilities and an expanded Google partnership to help marketers bring personalized content to customers and improve CX. Continue Reading
-
Answer
07 Jun 2023
CXM vs. CRM: Which platform is best for your business?
CXM and CRM systems help organizations boost customer satisfaction, but CXM focuses on how customers perceive a brand, while CRM helps employees understand their customers. Continue Reading
-
Definition
06 Jun 2023
outbound marketing
Outbound marketing is a traditional form of marketing in which an organization initiates contact with potential customers, or leads. Continue Reading
-
Definition
05 Jun 2023
churn rate
Churn rate is a measure of the number of customers or employees who leave a company during a given period. Continue Reading
-
Answer
05 Jun 2023
How to calculate call center utilization rates
Customer service leaders use metrics like call center utilization rates to track performance and CX. Leadership must learn the effects of these rates and how to calculate them. Continue Reading
-
Definition
02 Jun 2023
marketing campaign management
Marketing campaign management is the planning, executing, tracking and analysis of direct marketing campaigns. Continue Reading
-
Definition
02 Jun 2023
sales-qualified lead (SQL)
A sales-qualified lead (SQL) is a prospective customer that has been researched and vetted -- first by an organization's marketing department and then by its sales team -- and is deemed ready for the next stage in the sales process. Continue Reading
-
Feature
01 Jun 2023
4 important skills of a knowledge management leader
KM programs need a leader who can motivate employees to change their routines. This leader needs a long-term mindset and the ability to translate KM ideas into business language. Continue Reading
-
Feature
31 May 2023
What does a knowledge management leader do?
Knowledge management teams often include IT professionals and content writers. But at the head, they need a central leader to make connections and guide people. Continue Reading
-
Tip
31 May 2023
6 risks of ChatGPT in customer service
Despite ChatGPT's customer service benefits, organizations must understand the technology's risks, such as fabricated information, bias and security concerns. Continue Reading
-
Definition
24 May 2023
Power Platform
Power Platform is an intuitive and collaborative platform from Microsoft. Continue Reading
-
Tip
24 May 2023
8 software tools for knowledge sharing and collaboration
Knowledge sharing and collaboration are staples of the modern workplace, thanks to remote and hybrid work. These eight tools can improve teams' hybrid collaboration processes. Continue Reading
-
Definition
23 May 2023
Adobe Experience Platform
Adobe Experience Platform is a suite of customer experience management (CXM) solutions from Adobe. Continue Reading
-
Answer
19 May 2023
What are the different types of SMS marketing?
How should marketers text their audiences? First, ensure customers opted in to receive texts. Then, promote, incentivize and update customers on products and orders. Continue Reading
-
Definition
18 May 2023
Microsoft Office Delve
Microsoft Office Delve is a search engine and discovery tool for the Microsoft Office 365 productivity suite. Continue Reading
-
Definition
17 May 2023
inbound marketing
Inbound marketing is a strategy that focuses on attracting customers, or leads, via company-created internet content, thereby having potential customers come to the organization rather than marketers vying for their attention. Continue Reading
-
News
17 May 2023
Zoom takes on Anthropic's AI assistant for Contact Center
The video and collaboration platform vendor has allied with OpenAI spinoff Anthropic and is integrating Anthropic's chatbot, Claude, for a decentralized approach to training AI. Continue Reading
-
Feature
16 May 2023
What are the benefits of a knowledge base?
As a knowledge base lets customers and employees quickly find answers, it can boost an organization's customer satisfaction score and overall efficiency. Continue Reading
-
News
16 May 2023
SAP's new CX tools for retailers include generative AI assistant
The vendor's new tools include Digital Assistant for better personalization, accelerators to use customer data to improve CX, and a platform to sell excess products on the market. Continue Reading
-
Definition
12 May 2023
speech analytics
Speech analytics is the process of analyzing voice recordings or live customer calls to contact centers with speech recognition software to find useful information and provide quality assurance. Continue Reading
-
Tip
11 May 2023
How to build a WordPress knowledge base
A knowledge base lets customers quickly find answers to their questions, which benefits CX. Organizations can use WordPress plugins and themes to build their own knowledge bases. Continue Reading
-
News
11 May 2023
Google adds Adobe's image generator, Firefly, to Bard
The AI-backed chatbot will have artmaking abilities with Firefly, an image generator that was trained on hundreds of stock images to avoid copyright infringement. Continue Reading
-
Tip
11 May 2023
Top 10 SMS marketing best practices
Customers may be willing to opt into receiving texts from a brand, but marketers should follow various best practices to ensure they don't overload or overstep with customers. Continue Reading
-
News
10 May 2023
Zendesk out with generative AI-supported tools for better CX
In partnership with ChatGPT creator OpenAI, the customer service vendor introduces smart CX tools such as sentiment analysis for faster workflows and bots for contextual replies. Continue Reading
-
Definition
08 May 2023
emotions analytics (EA)
Emotions analytics (EA) software collects data on how a person communicates verbally and nonverbally to understand the person's mood or attitude. Continue Reading
-
News
03 May 2023
Salesforce brings GPT to customer service, sales platforms
The CRM giant brings generative AI capabilities to its sales and service platforms for fast, relevant email, message and article creation, as well as multilanguage transcription. Continue Reading
-
News
02 May 2023
Box to inject generative AI into content management platform
The vendor is working with OpenAI to put the AI research lab's GPT technology into its content management platform. Challenges include limiting AI copyright breaches. Continue Reading
-
Definition
01 May 2023
customer data management (CDM)
Customer data management (CDM) is a set of administrative processes that allow data about customers and customer interactions from different source systems to be aggregated and normalized. Continue Reading
-
Definition
01 May 2023
cold calling
Cold calling is the business practice of contacting a potential customer or client who has not expressed previous interest in speaking with a customer service representative or making a purchase. Continue Reading
-
Feature
28 Apr 2023
How businesses improve customer experience with AI
AI bolsters the consumer journey by improving personalization for enterprise marketing and unlocking data extraction for customer calls to the contact center. Continue Reading
-
Opinion
27 Apr 2023
Customer service drives retention, operational efficiency
In times like these, organizations often prioritize and invest in service and support, as they need technology that helps retain customers. New data shows it is happening again. Continue Reading
-
Infographic
25 Apr 2023
The evolution of chatbots and generative AI
Customer service chatbots have evolved to include advanced NLP. The three evolutionary chatbot stages include basic chatbots, conversational agents and generative AI. Continue Reading
-
News
25 Apr 2023
Salesforce brings Einstein GPT to Field Service Mobile
The CRM giant harnesses generative AI to let Field Service Mobile users create drafts and discuss customer problems on Slack and help them find self-service tools. Continue Reading
- Definition 24 Apr 2023
-
Tip
24 Apr 2023
Top 8 digital asset management platforms to consider in 2023
DAM platforms help marketers manage digital assets for customer-facing channels like websites and social media pages. Top DAM products include Acquia DAM, Bynder and Canto. Continue Reading
-
Feature
19 Apr 2023
MAM vs. DAM: What's the difference?
Digital asset management is the reigning champion of managing digital and multimedia assets. Now, media asset management offers the same, with more support for larger files. Continue Reading
-
News
19 Apr 2023
Salesforce integrates Einstein GPT and Data Cloud into Flow
The CRM giant updated Flow, its automation toolkit, with generative AI and Data Cloud capabilities to trigger automatic responses using natural language prompts and real-time data. Continue Reading