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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News
26 Jun 2020
Act-On now a growth marketing platform, launches upgrades
Act-On's product upgrades include a partnership with Zapier and enhancements to SMS and email messaging to customers, as well as new creation tools for edits on landing pages. Continue Reading
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News
25 Jun 2020
Salesforce pushes forward with DNS security standard
A Salesforce-backed DNS security model to prevent downtime could become standard for multi-tenant cloud providers. Continue Reading
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Feature
25 Jun 2020
As stores reopen, e-commerce is king in luxury retail
Brick-and-mortar stores are reopening, but that doesn't mean retailers should lessen focus on online experiences. Olivela, a luxury retail company, strategizes for beyond COVID-19. Continue Reading
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News
25 Jun 2020
Salesforce collaboration gets mobile boost with new app
Salesforce integrates chat, text and video collaboration into a desktop interface and a new mobile app, Salesforce Anywhere. It tracks and logs conversations and transcribes videos. Continue Reading
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News
23 Jun 2020
Salesforce Trailhead adds Einstein AI for learners
Salesforce's free training site, Trailhead, got AI features based on its products recommendation engine to guide admins, developers and consultants on personalized paths. Continue Reading
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News
19 Jun 2020
SAP C/4HANA leads discuss future of CX platform
New leaders of SAP's customer experience platform discuss its future direction, with a retrospective look at how CRM's past evolved into customer-centric CX technology. Continue Reading
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Answer
19 Jun 2020
How do AI tools such as Box Shield enhance content security?
Programs such as Box Shield use machine learning to better secure content, as it monitors existing content continually to learn about new cybersecurity threats over time. Continue Reading
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Tip
17 Jun 2020
10 steps to create a voice of the customer program
One of the best initiatives a customer experience team can undertake is a voice of the customer program. Here are some guidelines for building one from scratch. Continue Reading
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News
17 Jun 2020
Magento e-commerce content tools get Adobe AI boost
Adobe connects its Product Recommendations engine to Magento Page Builder to give users a no-code AI tool that offers different products to different customer segments. Continue Reading
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Tip
15 Jun 2020
How to use social networking CMS to create social media sites
Whether a company uses its own social CMS or a vendor's platform to create a social media site, it offers more features to users than mainstream social media platforms. Continue Reading
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News
09 Jun 2020
Pandemic e-commerce trends point to massive growth
The pandemic caused consumers and businesses to form new online buying habits; now e-commerce is booming. That trend will hold for a year, or maybe forever, experts said. Continue Reading
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Feature
04 Jun 2020
10 ways to improve CX when developing virtual agents
Consider these 10 methods when building new virtual agents for your clients to help balance design, user experience, technical feasibility and business value. Continue Reading
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News
02 Jun 2020
Pegasystems debuts Pega Process Fabric CX integration tools
Pegasystems makes a play to be a 'platform of platforms' with Pega Process Fabric, which orchestrates processes between applications in mixed-vendor CX tech stacks. Continue Reading
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News
29 May 2020
Facebook Shops, Salesforce deliver quick e-commerce tools
During pandemic stay-at-home orders, Salesforce, Facebook and Instagram capitalize on the digital sales boom that resembles a three-month holiday surge that hasn't let up. Continue Reading
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Tip
29 May 2020
4 tips for creating a content marketing SEO strategy
There are multiple components to a good SEO strategy, and it's important for businesses to stay plugged in and evolve with those strategies over time. Continue Reading
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Tip
29 May 2020
4 cloud ECM best practices for businesses to heed
Employing cloud-based security, using team collaboration tools, and creating a system for naming and tagging files are necessary to manage content across a distributed enterprise. Continue Reading
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News
28 May 2020
Pega Academy goes free with Trailhead-like badges
On the eve of his company's user conference, Pegasystems CEO Alan Trefler discussed COVID-19, RPA tech, free Pega skills training and a new appreciation for old rival Salesforce. Continue Reading
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Feature
27 May 2020
Brands focus on messaging, empathy in crisis marketing mode
There is no single way for businesses to approach marketing in a crisis, but no matter how they choose to address the situation, they must be sensitive to their customers. Continue Reading
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Feature
27 May 2020
4 best practices for call center management
An effective contact center is a result of strong management and knowledgeable agents. Management teams must invest time and energy in training their employees properly. Continue Reading
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News
21 May 2020
Adobe Experience Manager buoys U.S. census during pandemic
The first U.S. Census digital experience was launched in time for the pandemic, and now Adobe looks to parlay the success into more government business. Continue Reading
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News
19 May 2020
Microsoft buys Softomotive to boost Power Platform RPA
Microsoft's acquisition of Softomotive gives Power Automate users a low-code RPA system to build bots for Windows-based tasks. Continue Reading
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Tip
19 May 2020
Get to know key features of content services platforms
A content services platform is more than a database -- it is an intelligent information engine. Organizations should be familiar with all the features of the CSP. Continue Reading
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Feature
18 May 2020
HubSpot enterprise CMS helps midmarket maintain websites
HubSpot launches new web content management system, offering a drag-and-drop page builder for noncoders and the ability for businesses to consolidate their website accounts into one. Continue Reading
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Feature
14 May 2020
Building customer relationships is central to loyalty
Raghu Kalé's book, Loyalty and Sacrifice, discusses what it means for businesses to build relationships and create true customer loyalty -- going beyond repeat sales. Continue Reading
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News
14 May 2020
Adobe releases AI tools for sales, marketing and e-commerce
Adobe beefs up its AI tools for Experience Platform, including a customer intelligence tool and ones for leads, content matching, channel monitoring and customer journeys. Continue Reading
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Tip
13 May 2020
6 key benefits of headless commerce
Traditional e-commerce changed how businesses could sell products, but with headless commerce, organizations can better personalize the customer experience. Continue Reading
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Tip
12 May 2020
4 ways CX is central to digital transformation in retail
Digital transformation initiatives in businesses can help drive sales, increase customer engagement and retention, and improve the customer experience. Continue Reading
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News
07 May 2020
Salesforce Lightning App Builder adds low-code forms features
Salesforce Lighting App Builder will include oft-requested low-code features for building complex forms that previously required developer coding to create and update. Continue Reading
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Feature
06 May 2020
Building a successful CX governance operating model
When developing a CX governance operating model, leaders should consider four key components: people, measurement framework, processes and tools and technologies. Continue Reading
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News
04 May 2020
Customer service agents, chatbots dial up empathy in pandemic
AI virtual assistants can provide help for embattled customer service agents during the pandemic, but adapting them to changing customer needs and new business models isn't simple. Continue Reading
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News
01 May 2020
Conversational AI to help with high demands in contact centers
Replicant and Nuance Communications have announced tools aimed at curbing the influx of calls during the COVID-19 pandemic, which has limited the number of customer service reps. Continue Reading
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Feature
01 May 2020
3 key training areas for remote sales success
Remote work is easy for some departments, but sales teams may struggle without in-person interactions. Businesses should train sales reps to be successful while working from home. Continue Reading
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Tip
29 Apr 2020
What to consider with the digitization of business processes
Many companies want to go digital, but they shouldn't abandon physical paper. Not everyone can digitize quickly, so it's important to accommodate them in a digital transformation. Continue Reading
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Tip
28 Apr 2020
How businesses can optimize data-driven content creation
The amount of content available on the internet grows every day. It is important for businesses to use data to make sure their content reaches the intended audience. Continue Reading
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Tip
27 Apr 2020
3 tips for adding e-commerce to an existing website
While many businesses realize the necessity for e-commerce functions on their websites, they should be sure to focus on the customer journey and maintaining consistent experiences. Continue Reading
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News
27 Apr 2020
Acquia releases Drupal 9 migration tools
Many Drupal users didn't migrate from versions 7 to 8. Now that 9 is out in beta, Acquia offers a sandbox and assessment tools to move Drupal users into the more secure version 9. Continue Reading
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Tip
22 Apr 2020
5 email marketing trends to follow in 2020
When done right, email marketing can reach the right customers and be engaging. Organizations should keep email design simple and easy to read and enclose a unique call to action. Continue Reading
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Feature
22 Apr 2020
Coronavirus CX strategy should be flexible, feedback-driven
During the COVID-19 pandemic, businesses should understand customer needs and prepare their customer service employees for remote work as a part of their adjusted CX strategies. Continue Reading
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Tip
15 Apr 2020
6 tips for handling emergency calls in contact centers
Many contact centers do not have a procedure for handling emergency calls, but they should. It is important for agents to know how to react to emergency situations. Continue Reading
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News
15 Apr 2020
LogMeIn launches CCaaS platform to complement GoToConnect
LogMeIn releases GoToConnect call center as a service features during a high-demand period for supporting remote customer service work amid COVID-19 stay-at-home orders. Continue Reading
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Feature
13 Apr 2020
4 tips for creating a crisis marketing strategy
With a captive audience at home during the coronavirus crisis, many businesses are rethinking their marketing strategies. Influencer marketing is one route to go. Continue Reading
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Feature
09 Apr 2020
Enterprise search software comparison
Enterprise search has always been both a necessity and a challenge, and vendors have sought to bring improvements to the market by adding AI to their products. Here's an overview. Continue Reading
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News
09 Apr 2020
New OpenText CE apps, services roll out
OpenText containerizes its applications for cloud deployment; adds raft of content services and features for customer experience support, security, and app development. Continue Reading
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Opinion
08 Apr 2020
What to expect from the Salesforce and Tableau integration
The Tableau integration with Salesforce has many users wondering how this will affect its approach to growth and development, and its place in the digital transformation marketplace. Continue Reading
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News
08 Apr 2020
Box Shield adds malware detection
Box Inc. quarantines malware-infected files with features that allow content to be viewed, with admin and security team alerts to address threats before they spread. Continue Reading
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Tip
06 Apr 2020
4 roles of AI in content management systems
Enterprise content management systems employ AI in a number of ways, including chatbots, robotic process automation, enterprise search and content security. Continue Reading
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News
31 Mar 2020
Adobe AI tools coming to Experience Cloud
This year's Adobe Summit, held online, marked the debut of the Adobe Analytics Digital Economy Index, a massively scaled gauge of online purchasing trends. That, and AI tools. Continue Reading
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Tip
31 Mar 2020
Creating digital experiences key to driving exceptional CX
The way in which businesses build digital experiences is ever-evolving. It's a race to create easier-to-use customer interfaces to improve customer experience. Continue Reading
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News
31 Mar 2020
Salesforce Live web series offers tips for uncertain times
Salesforce execs and celebrity speakers deliver advice to help customers rewrite the sales and marketing playbook while working from home during the COVID-19 pandemic. Continue Reading
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Feature
31 Mar 2020
3 ways CRM improves customer experience
To be efficient, businesses need their information in one place. Using a CRM system, companies can improve CX by keeping track of their customers and automating business processes. Continue Reading
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Feature
26 Mar 2020
9 steps for negotiating deals with Salesforce
Understanding the Salesforce fiscal calendar, motivations of sales agents and what your businesses needs from a deal are key steps in negotiating contracts with the CRM giant. Continue Reading
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Tip
26 Mar 2020
Tips for creating remote call center programs amid COVID-19 pandemic
To create a sustainable work-from-home contact center program, businesses need to adjust a number of processes, including, hiring, training, supervision and technology. Continue Reading
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Tip
23 Mar 2020
Businesses move toward UC and contact center integration
Integrating unified communications and contact center software is trending and it can provide a number of benefits to both business employees and customers. Continue Reading
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News
18 Mar 2020
Box, Dropbox shore up clouds; Box-Microsoft integrations go live
Online document collaboration platforms Box and Dropbox shore up cloud bandwidth, security and customer support as remote work spikes due to coronavirus containment efforts. Continue Reading
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News
11 Mar 2020
ServiceNow Orlando update adds tools for human and virtual agents
ServiceNow Orlando update and new partnerships builds on strategy of reaching into new verticals such as telecommunications and banking. Continue Reading
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Feature
10 Mar 2020
Collaboration tools in the workplace boost customer experiences
Collaboration tools improve personal digital experiences internally for contact center agents, marketers and sales pros and externally for customers in an e-commerce environment. Continue Reading
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Feature
09 Mar 2020
Salesforce adds new features to Trailhead Live and Go mobile app
Trailhead Live now features a live chat option and is available on Trailhead Go. While the mobile app fills a need, users still gravitate toward the desktop version. Continue Reading
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News
06 Mar 2020
Amazon chatbots to employ neural networks for CX
Amazon tests neural network bots to help site customers and human agents more quickly identify answers to refund and order-cancellation questions. Continue Reading
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News
04 Mar 2020
Zendesk Sunshine CRM, social media upgrades released
Zendesk upgraded Sunshine CRM and Support platforms to manage digital customer conversations, and added e-commerce tools that enable agents to work through order and payment issues. Continue Reading
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Feature
04 Mar 2020
4 ways to create an effective personalization strategy
Creating a personalization strategy can ensure that businesses offer the best possible experience to customers, with simple yet effective interactions. Continue Reading
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News
28 Feb 2020
Contentful App Framework first major release under new CEO
Contentful CEO Steve Sloan, who joined the company in November after leaving Twilio, discusses the release of App Framework, a bundle of APIs and workflow blueprints. Continue Reading
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News
27 Feb 2020
Aprimo partners with Templafy on digital asset management
The Aprimo Connector for Microsoft Office allows users to streamline data assets through a Templafy connector to applications like PowerPoint and Word. Continue Reading
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News
27 Feb 2020
Salesforce Vlocity acquisition to aid vertical CRM integrations
As Salesforce co-CEO Keith Block steps down, the CRM vendor acquires Vlocity to spur growth in healthcare, energy, media, government, financial services and insurance. Continue Reading
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Feature
27 Feb 2020
5 terms to know before creating a sales enablement strategy
Sales enablement is important for companies to drive efficiency, maintain customer satisfaction and stay organized. Sales enablement uses different tools and strategies to do this. Continue Reading
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News
25 Feb 2020
Adobe Acrobat DC integrates PDF tools inside Google Drive
With new Google Drive integration, Adobe embeds free features for commenting and annotating PDFs inside Google Docs. Acrobat subscribers can create, sign and modify PDFs, too. Continue Reading
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Feature
25 Feb 2020
4 digital marketing best practices for businesses
Some digital marketing strategies for reaching customers include creating empathy and trust in marketing campaigns, personalizing content and having an omnichannel presence. Continue Reading
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Tip
25 Feb 2020
4 benefits of business process automation
Companies are automating business processes to improve workflows and use technology effectively. Some benefits of BPA include unified digital experiences and increased organization. Continue Reading
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Tip
21 Feb 2020
AI in customer experience: Key benefits
Incorporating AI in customer interactions enriches the customer experience in multiple ways, builds brand loyalty and boosts efficiency. Learn about three ways AI improves CX. Continue Reading
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News
19 Feb 2020
Salesforce Sydney event moves online amid coronavirus concerns
As coronavirus spreads, Salesforce changed its March 4 live World Tour Sydney conference to a livestream event, citing safety concerns for employees, customers and Trailblazers. Continue Reading
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Feature
19 Feb 2020
CXO role requires tenacity, cross-departmental influence
The CXO role is fairly new to businesses, focusing on customer experience strategies across the entire enterprise. In this Q&A, an executive discusses what makes a CXO successful. Continue Reading
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News
19 Feb 2020
Microsoft CDP leads 400-plus features in Dynamics 365 update
Microsoft's Dynamics 365 2020 Wave 1 release opens up the floodgates for outside data sources connecting to Customer Insights, its customer data platform. Continue Reading
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News
17 Feb 2020
Chief experience officers, chief customer officers on rise
Since 2017, more CXOs and CCOs have shown up in Gartner's customer experience management survey. They don't always report to the CMO, but marketing's ownership of CX is growing. Continue Reading
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Tip
11 Feb 2020
5 tips for an effective marketing automation implementation
Successful marketing automation implementations require steps beyond those that go into the usual technology rollouts. Here are some tips to help businesses along the way. Continue Reading
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News
11 Feb 2020
Akeneo rolls out newest version of PIM software
Akeneo PIM version 4.0 features digital asset manager, API-integrated connection modules and AI attribute mapping to better organize enterprise data. Continue Reading
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Tip
06 Feb 2020
Decide if a paywall strategy is right for your business
Organizations that sell content might benefit from a paywall. Here are some questions to ask when deciding if a paywall strategy is right for your business. Continue Reading
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Answer
03 Feb 2020
What are some benefits of SSO in contact centers?
Contact center agents often need to remember a number of passwords to log in to multiple applications. Single sign-on can alleviate that pain point and increase productivity. Continue Reading
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Tip
03 Feb 2020
Consider content first in a digital transformation
Organizations should think about content and where it will live at the beginning of any digital transformation to avoid headaches and extra work down the road. Continue Reading
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News
29 Jan 2020
Endpoint security key asset in $1.42B OpenText Carbonite acquisition
OpenText's chief product officer discusses how the recently acquired Carbonite -- which had recently acquired Webroot -- fits into the content services provider's product roadmap. Continue Reading
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Feature
27 Jan 2020
4 contact center trends that drive customer experience
Modern contact centers are making a variety of improvements, such as incorporating AI and chatbots. Learn about four contact center trends that are poised to improve CX. Continue Reading
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Answer
27 Jan 2020
What's the difference between ECM vs. content services?
Content services platforms are the evolution of enterprise content management systems. Here's what you should know about each technology and how they work. Continue Reading
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Tip
24 Jan 2020
6 ideas to consider before making a C/4HANA SAP cloud migration
Moving to SAP's C/4HANA platform may lead to improved CX. However, companies should make some considerations before starting an on-premises to SAP cloud migration. Continue Reading
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Feature
22 Jan 2020
5 common call center terms to know
Businesses interact with customers in a variety of ways, including via phone calls and chatbots. Here are some call center terms that define these interactions. Continue Reading
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Tip
20 Jan 2020
5 ways a chatbot for the contact center can help workflow
AI and chatbot technology are constantly changing and gaining capabilities. Companies need to determine how to best use chatbots for their contact centers. Continue Reading
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News
15 Jan 2020
Ex-SAP exec steers Episerver CMS toward digital experience market
Alex Atzberger discusses leaving the helm of SAP's CX platform to become Episerver CEO. Now, Episerver looks to reinvent itself as a digital experience platform provider. Continue Reading
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News
10 Jan 2020
Elastic Path acquires Moltin for headless commerce, microservices
Elastic Path's headless approach to e-commerce takes a step in the SaaS direction as it acquires Moltin, which specializes in microservices to enable online sales. Continue Reading
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News
09 Jan 2020
Customer experience world catches up on CCPA regulations
GDPR compliance has put many marketing, sales, e-commerce and customer service teams somewhat in line with the California Consumer Privacy Act. There are some differences, however. Continue Reading
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Feature
07 Jan 2020
4 digital transformation terms to know
As technology evolves, businesses have no choice but to follow. Digital transformations are inevitable in order to keep customers and employees satisfied. Continue Reading
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Feature
06 Jan 2020
Customer engagement strategies focus on mobility, loyalty programs
The Miami Heat and JetBlue both use mobile apps and loyalty rewards programs to engage their customers -- inside their places of business and at home. Continue Reading
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Tip
03 Jan 2020
How to differentiate between CX and DX platforms
CX and DX platforms have similarities in how they manage content to produce interactive experiences, but they aren't the same. The difference is their underlying business purpose. Continue Reading
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Infographic
02 Jan 2020
Box vs. Dropbox outages in 2019
In this infographic, we present a timeline of significant service disruptions in 2019 for Box vs. Dropbox. Continue Reading
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News
23 Dec 2019
Customer data platform tools top priority list for big vendors
CDPs, which unify marketing, sales and customer service data in real time, became a huge priority for Salesforce, Microsoft, SAP, Adobe and Oracle in 2019. Read about what's next for 2020. Continue Reading
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Opinion
20 Dec 2019
Digital experience trends to watch in 2020
With the availability of AI, personalization engines and customer data platforms, businesses and consumers can expect improved digital experiences in 2020. Continue Reading
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Tip
20 Dec 2019
Business text messaging examples that engage customers
Business text messaging is making its way into enterprise CRM. Texting is among the most personal contacts people receive, and with proper use, can enhance customer relationships. Continue Reading
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Feature
20 Dec 2019
Businesses shift from ECM to content services platforms
Many organizations are making the shift to content services platforms, as it creates a digital workplace, making files accessible to employees both inside and outside the office. Continue Reading
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Feature
16 Dec 2019
Big retailers share their CX strategies
Effective customer experience strategies have a big impact on business success. Hear what Carnival Corp., Ritual Cosmetics and Ashley Stewart have to say about CX. Continue Reading
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News
16 Dec 2019
Deloitte launches Adobe Experience Platform accelerator
Deloitte-Adobe global joint strategic partnership for Adobe CDP deployments adds AI tools for Deloitte clients to measure customer experience on standard metrics. Continue Reading
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News
16 Dec 2019
Episerver expands B2B e-commerce footprint with Insite acquisition
Episerver's latest purchase expands its DX platform. It follows a trend of web CMS companies moving into territory dominated by Oracle, Salesforce, Adobe, Microsoft and SAP. Continue Reading
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Opinion
13 Dec 2019
DNA as a content storage device is closer than you think
Storing content in DNA may one day be possible, but today, it's neither practical nor cost-effective. Here's where this technology stands in today's world. Continue Reading
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Feature
13 Dec 2019
4 voice of the customer methods to improve CX
To improve customer experience, organizations can use mystery shopping programs, social CRM and surveys to gather data from interactions with consumers. Continue Reading
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Tip
12 Dec 2019
4 steps to successful contact center technology implementation
Before starting implementation of any new technology in a contact center, it is important to have a strategy to ensure both employee and customer satisfaction. Continue Reading