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
30 Mar 2023
How account-based marketing can improve personalization
An ABM strategy can help B2B marketers personalize marketing efforts for top prospects. An ABM strategy includes an ideal customer profile, personalized messaging and a CRM system. Continue Reading
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Tip
30 Mar 2023
8 SharePoint Syntex best practices
To use SharePoint's content AI services -- Syntex -- organizations should determine their pain points and plan thorough end-user trainings for successful adoption. Continue Reading
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Definition
30 Mar 2023
customer service charter
A customer service charter is a document that outlines how an organization promises to work with its customers along with providing insights into how an organization operates. Continue Reading
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Feature
30 Mar 2023
Advice for marketing personalization
Business professionals have become numb to the plethora of marketing emails they receive every day. However, personalized messaging can grab their attention. Continue Reading
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Opinion
29 Mar 2023
How generative AI will sink or swim in customer service
Generative AI may have captured the tech world's mindshare, but it will have to be commercialized well for customer service applications in the contact center. Continue Reading
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News
27 Mar 2023
Canva steps up design game with new AI-powered design tools
The platform provides accessible tools for small businesses that need design help. Canva is also escalating its technology to compete against bigger design platforms such as Adobe. Continue Reading
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Tip
24 Mar 2023
8 customer success software platforms to consider
Proper customer success requires the right tools to keep customers satisfied. Here, dive into eight popular platforms on the market, including their features and benefits. Continue Reading
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Definition
23 Mar 2023
sales development representative (SDR)
A sales development representative (SDR) is an individual who focuses on prospecting, moving and qualifying leads through the sales pipeline and then delivers those leads to individuals who are responsible for closing sales. Continue Reading
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News
22 Mar 2023
Adobe unveils new collaboration tool for marketing teams
The CX giant revealed new technology for faster workflows between marketing, product and data teams to collaborate on marketing campaigns in its new Product Analytics platform. Continue Reading
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Definition
22 Mar 2023
customer data platform (CDP)
A customer data platform (CDP) is a type of software application that provides a unified platform of customer information that can be collected, viewed or accessed by other systems. Continue Reading
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Tip
22 Mar 2023
Why version control is necessary in digital asset management
Creative teams often use different versions of their digital assets across marketing channels. Learn how version control in DAM systems helps teams track these versions. Continue Reading
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Definition
22 Mar 2023
moment of truth (marketing MOT)
A moment of truth (MOT) is marketing lingo for any opportunity a customer (or potential customer) has to form an impression about a company, brand, product or service. Continue Reading
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News
21 Mar 2023
Adobe Firefly brings generative AI image marketing tool
The CX giant's Firefly is an image creator trained on millions of visuals from Adobe stock content to understand written commands and make images for better marketing. Continue Reading
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News
21 Mar 2023
Adobe and RainFocus pair for more data insight at events
The CX software giant pairs with the event marketing services vendor to provide customers with tools for deeper personalized experiences at in-person and online events. Continue Reading
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Tip
20 Mar 2023
Compare SharePoint Syntex disadvantages and benefits
Microsoft promotes its SharePoint content AI services -- Syntex -- as a way to streamline content management in a cost-effective way. Yet, the service is new and has challenges. Continue Reading
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Definition
17 Mar 2023
product-qualified lead (PQL)
A product-qualified lead (PQL) is an individual or business that experienced value from using a product as a result of a free trial, use of a limited feature model or other types of first-hand experience with a product. Continue Reading
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Feature
16 Mar 2023
How Gen Z will shape the future of customer experience
The future of customer experience is in the hands of Gen Z -- and new technologies, like generative AI and XaaS. These trends will affect consumer and enterprise markets alike. Continue Reading
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News
13 Mar 2023
CX personalization drives strategy for customer data mining
Users are more likely to engage with custom-made, exclusive digital experiences, which ease the flow of zero- and first-party data back to the vendor for improved CX strategies. Continue Reading
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Tip
13 Mar 2023
6 SharePoint Syntex use cases
File discovery is one of the most popular use cases for SharePoint Syntex. But how else can you use it? Here, see how real-world teams have begun to use this tool. Continue Reading
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Definition
13 Mar 2023
e-signature (electronic signature)
An e-signature (electronic signature) is a digital version of a traditional pen and ink signature. Continue Reading
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Tip
08 Mar 2023
7 customer success best practices
Customer success aims to ensure a positive CX after the sales process is complete. These best practices can help teams stay on track and keep customers satisfied. Continue Reading
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News
08 Mar 2023
Qualtrics' customer experience tools enter rage-filled times
Qualtrics rolls out new customer experience tools while it ponders a buyout from Silver Lake, a private equity firm. Continue Reading
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News
07 Mar 2023
HubSpot intros AI tools to make content creation easier
The new AI tools are aimed at marketing, sales and customer service teams that create websites and blogs. They also provide customers with a natural language chat-based experience. Continue Reading
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News
07 Mar 2023
Salesforce joins generative AI ranks with Einstein GPT
The CRM giant capitalizes on GPT 3.5 tech, weaving generative AI into code creation, Slack tools and customer interactions. The vendor also launched a $250M AI investment fund. Continue Reading
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News
06 Mar 2023
Microsoft's new Dynamics 365 Copilot uses generative AI
Copilot accelerates routine tasks for marketing and sales teams like creating email responses and collecting customer insight data, intensifying the AI race in CRM software. Continue Reading
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Definition
01 Mar 2023
marketing-qualified lead (MQL)
A marketing-qualified lead (MQL) is a website visitor whose engagement levels indicate they are likely to become a customer. Continue Reading
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News
01 Mar 2023
Generative AI-supported tools coming from Pegasystems
CRM platform Pega Infinity will incorporate artificial intelligence language tools for quicker task management, insight visualization and app development. Continue Reading
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Feature
28 Feb 2023
Customer success vs. customer support: What's the difference?
Customer support and customer success sound similar, but they're distinct business practices. Differences include approach, metrics, maturity and skills. Continue Reading
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Definition
28 Feb 2023
marketing automation
Marketing automation is a type of software that allows companies to effectively target customers with automated marketing messages across channels including email, websites, social media and text messages to generate sales leads. Continue Reading
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Definition
27 Feb 2023
Salesforce Customer 360
Salesforce Customer 360 is a collection of tools that connect Salesforce apps and create a unified customer ID to build a single view of the customer. Continue Reading
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News
24 Feb 2023
CRM titan Salesforce is squeezed in a competitive market
CRM and CX giant Salesforce is plagued by an activist investor, slower business growth and pressure to increase profit margins with layoffs as the CRM market gets more competitive. Continue Reading
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Tip
23 Feb 2023
Learn the basics of digital asset management
DAM systems offer a central repository for rich media assets and enhance collaboration within marketing teams. However, users may struggle with metadata and business processes. Continue Reading
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Tip
22 Feb 2023
An introduction to SharePoint Syntex
SharePoint Syntex is Microsoft's foray into the increasingly popular market of content AI services. This introduction explores how Syntex works, pricing and includes a video demo. Continue Reading
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Definition
22 Feb 2023
live chat (live support)
Live chat (live support) is technology that provides companies with a way to interact with users when they visit an organization's media properties. Continue Reading
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Definition
22 Feb 2023
Microsoft Planner
Microsoft Planner is a web-based visual task management application that enables enterprise teams to create, assign and organize work in order to execute projects. Continue Reading
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Definition
21 Feb 2023
digital asset management (DAM)
Digital asset management (DAM) is a business process for organizing, storing and retrieving rich media and managing digital rights and permissions. Continue Reading
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Answer
15 Feb 2023
What does a customer success manager do?
The customer success manager is an essential CX role that takes a proactive approach to ensuring customer loyalty and retention when the sales process is complete. Continue Reading
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Definition
15 Feb 2023
identity resolution
Identity resolution is a data management process that links a customer's online behavior to their unique identity by gathering different data sets and identifying non-obvious relationships. Continue Reading
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Definition
14 Feb 2023
social commerce
Social commerce is a rapidly growing branch of e-commerce that uses social networks and digital media to facilitate transactions between businesses and customers. Continue Reading
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Definition
13 Feb 2023
brand ambassador
A brand ambassador is an advocate of a particular company's products and services. In marketing, brand ambassador may actually be a paid position and job title. Continue Reading
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Definition
08 Feb 2023
shoppable video
A shoppable video is a way for consumers to discover products and make a purchase through links within the video. Continue Reading
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Definition
08 Feb 2023
takedown request
A takedown request, also called a DMCA takedown or a notice and take down request, is a procedure for asking an internet service provider (ISP) or search engine to remove or disable access to illegal, irrelevant or outdated information. Continue Reading
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Definition
06 Feb 2023
Net Promoter Score (NPS)
Net Promoter Score (NPS) is a metric that organizations use for assessing customer loyalty toward their brand, products or services. Continue Reading
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Definition
06 Feb 2023
B2C (business-to-consumer)
B2C, or business-to-consumer, is a retail model where products or services move directly from a business to the end user who has purchased the goods or services for personal use. Continue Reading
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News
03 Feb 2023
Salesforce upheaval likely as Elliott Management moves in
As the CRM and CX giant's financial fortunes have sagged in recent years, activist investor funds have targeted the vendor for cuts that could slow technology R&D and investment. Continue Reading
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Answer
02 Feb 2023
What are the different types of marketing personalization?
Marketing teams use multiple personalization strategies for customer outreach, like emails, targeted ads and chatbots. Each approach brings several benefits and can improve CX. Continue Reading
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Definition
31 Jan 2023
market basket analysis
Market basket analysis is a data mining technique used by retailers to increase sales by better understanding customer purchasing patterns. Continue Reading
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Definition
30 Jan 2023
marketing stack
A marketing stack, also called a marketing technology stack, is a collection of technologies used by marketers to perform, analyze and improve their services. Continue Reading
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Definition
27 Jan 2023
social media influence
Social media influence is a marketing term that describes an individual's ability to affect other people's thinking in a social online community. Continue Reading
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Answer
27 Jan 2023
What are the key issues in knowledge management?
Knowledge management systems help employees find important information. However, implementation can pose challenges with user adoption and content maintenance. Continue Reading
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Definition
26 Jan 2023
headless commerce (headless e-commerce)
Headless commerce, also called headless e-commerce, is a platform architecture that decouples the front end of an e-commerce website with the back end. Continue Reading
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Definition
24 Jan 2023
chief customer officer (CCO)
A chief customer officer, or customer experience officer, is responsible for customer research, communicating with company employees and taking charge of customer experience (CX) metrics. Continue Reading
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Tip
24 Jan 2023
5 examples of e-commerce content marketing strategies
Content marketing strategies with personalization, thought leadership research, SEO and diverse content types can help e-commerce companies reach and engage more customers. Continue Reading
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News
24 Jan 2023
Google faces new DOJ lawsuit over advertising technology
The DOJ alleges that Google maintains an illegal monopoly over advertising technology used by website publishers and advertisers. Continue Reading
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Guest Post
24 Jan 2023
How to migrate to a media asset management system
What is media asset management, and what can it do for your organization? It's like digital asset management, but it aims for better video and multimedia storage and maintenance. Continue Reading
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Feature
23 Jan 2023
Compare the top 13 CDP software products in 2023
CDPs, which vendors may sell as standalone products or as subsets of CRM systems, help organizations build detailed customer profiles. Top CDPs include Emarsys and Oracle Unity CDP. Continue Reading
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Tip
19 Jan 2023
What are the types of knowledge management systems?
In order to understand the different types of knowledge management systems, organizations should know about the different types of knowledge and the history of this market. Continue Reading
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News
18 Jan 2023
Microsoft and Salesforce step up smart store retail tech
The tech giants are quickly evolving their technologies aimed at the brick and mortar commerce market, with new software for smart store analytics, CX and retail associates. Continue Reading
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Definition
17 Jan 2023
TAM SAM SOM
TAM SAM SOM is a set of acronyms used to quantify the business opportunity for a brand in a given market. Continue Reading
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Definition
17 Jan 2023
video marketing
Video marketing is the use of video content to promote a brand, product or service. Continue Reading
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Tip
12 Jan 2023
6 e-commerce email marketing strategies to heed
Building a database, nurturing existing customers and using an email service provider are some e-commerce email marketing strategies to help businesses increase revenue. Continue Reading
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Tip
11 Jan 2023
Top 10 PIM software products in 2023
PIM systems can come as standalone products, but many fit within larger digital experience platforms. Top PIM products include Acquia PIM, Precisely EnterWorks and Sales Layer. Continue Reading
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Feature
10 Jan 2023
Ultimate guide to customer service for businesses
Good customer service can make or break a business -- which is why it's more important than ever to understand customer service and develop a strategy to implement it. Continue Reading
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Answer
09 Jan 2023
Personalization vs. segmentation: What's the difference?
Personalization and segmentation both bring different benefits to marketing teams and use different types of customers data. Find out the main differences between the two terms. Continue Reading
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Answer
04 Jan 2023
Why is personalization important?
Personalization is key in many marketing teams' strategies. It plays an important role in helping organizations retain customers, build trust among audiences and stay relevant. Continue Reading
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News
04 Jan 2023
Telus completes WillowTree acquisition in $1.2B CX deal
Telus acquired the developer of customer experience products, including mobile apps and unified web interfaces, and strengthened its position in the custom CX and UI market. Continue Reading
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News
04 Jan 2023
Salesforce 2023 layoff plans follow recent executive exodus
Changes continue to shake up Salesforce, with a 10% workforce reduction and office space closures this year following recent departures of top executives. Continue Reading
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Feature
03 Jan 2023
Digital marketing tips for growth amid economic uncertainty
Budgets are down, social media is unreliable, the economy is rough. That could make first-party data, loyalty programs and streaming video better marketing investments. Continue Reading
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Definition
29 Dec 2022
customer lifecycle
In customer relationship management (CRM), customer lifecycle is a term used to describe the progression of steps a customer goes through when considering, purchasing, using and maintaining loyalty to a product or service. Continue Reading
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Tip
27 Dec 2022
4 types of customer data platforms
Data consolidation CDPs simply collect and unify customer data. Other CDP types, such as automated analytics and automated actions CDPs, go a step further and analyze data. Continue Reading
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Opinion
22 Dec 2022
AI bots lack one critical skill for customer service jobs
Experts -- including ChatGPT itself -- debate the extent to which customer service AI tools can help contact center agents amid rising demand and high turnover rates. Continue Reading
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Tip
21 Dec 2022
Top 8 e-commerce marketing platforms to consider
An e-commerce marketing strategy is no longer optional. Organizations need a marketing platform that meets their e-commerce teams' needs, can customize websites and is affordable. Continue Reading
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Definition
19 Dec 2022
Microsoft Power Automate
Microsoft Power Automate, formerly called Microsoft Flow, is cloud-based software that allows employees to create and automate workflows and tasks across multiple applications and services without help from developers. Continue Reading
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Tip
16 Dec 2022
5 examples of personalization strategies
These real-world personalization strategies -- mixed with intent-based marketing, targeted emails and multimedia -- helped create long-lasting relationships with engaged customers. Continue Reading
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Definition
15 Dec 2022
direct email marketing
Direct email marketing is a format for email-based campaigns in which standalone advertisements are sent to a targeted list of recipients. Continue Reading
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Definition
15 Dec 2022
actionable insights
Actionable insights are conclusions drawn from data that can be turned directly into an action or a response. Continue Reading
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Feature
14 Dec 2022
4 benefits of a customer data platform
CDPs organize customer data to support personalized CX strategies and compliance. Benefits of CDPs include unified customer profiles and enhanced marketing efforts. Continue Reading
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Definition
14 Dec 2022
integration
Integration is the act of bringing together smaller components or information stored in different subsystems into a single functioning unit. Continue Reading
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Definition
14 Dec 2022
content services platform
A content services platform is cloud-based SaaS software that enables users to create, share, collaborate on and store text, audio and video content. Continue Reading
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Definition
14 Dec 2022
revenue operations (RevOps)
Revenue operations (RevOps) is the strategic integration of sales, marketing and service departments to provide a better end-to-end view to administration and management, while leaving day-to-day processes within the departments. Continue Reading
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News
13 Dec 2022
MuleSoft CEO Brent Hayward on Salesforce integrations, APIs
In four-plus years since its acquisition, MuleSoft has emerged as vital connective tissue inside and outside the Salesforce platform. Interview with CEO Brent Hayward. Continue Reading
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Tip
12 Dec 2022
3 benefits of product information management systems
PIM systems help retailers manage product information across channels. Key PIM system benefits include improved employee experience and reduced data entry errors. Continue Reading
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Tip
09 Dec 2022
7 best practices for knowledge management strategies
Organizations can't roll out a knowledge management strategy in one day. Yet, with these best practices, those businesses can create and maintain successful knowledge strategies. Continue Reading
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News
08 Dec 2022
Salesforce-Slack integrations continue as cofounder departs
Salesforce unveils new Slack and Sales Cloud integrations following news that Slack's cofounder and other executives at the company have stepped down. Continue Reading
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Definition
06 Dec 2022
real-time analytics
Real-time analytics is the use of data and related resources for analysis as soon as it enters the system. Continue Reading
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Definition
06 Dec 2022
search engine marketing (SEM)
Search engine marketing (SEM) is a method of promotion and advertising to help companies' content rank higher among search engine traffic. Continue Reading
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Tip
05 Dec 2022
10 e-commerce marketing strategies for your business
Marketers have myriad tools in their belts -- from SEO to influencers to technology and tools. These strategies can improve anyone's e-commerce marketing plan. Continue Reading
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Tip
02 Dec 2022
How to choose the right PIM system for your business
PIM systems ensure sales channels display accurate product information. To find the right system, e-commerce leaders must first identify business goals and required features. Continue Reading
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Feature
01 Dec 2022
PIM vs. DAM: What's the difference?
PIM and DAM systems help retailers manage information, but they focus on different information types. PIM systems aggregate product details, whereas DAM systems store multimedia. Continue Reading
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Feature
01 Dec 2022
How to efficiently measure customer loyalty
Most organizations don't measure customer loyalty often or thoroughly enough to improve CX. This book excerpt explores tips and suggestions to measure loyalty more efficiently. Continue Reading
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Definition
30 Nov 2022
content sprawl
Content sprawl is a condition of an organization's content assets in which proliferation and unmanaged growth have led to an unwieldy mass that is difficult to manage. Continue Reading
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Definition
30 Nov 2022
database marketing
Database marketing is a systematic approach to the gathering, consolidation and processing of consumer data. Continue Reading
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News
29 Nov 2022
Amazon Connect users get Contact Lens AI chat analytics
Contact Lens expands into chat channels. Also on tap in Amazon Connect: Agent performance monitoring and expanded, machine learning-driven workforce management tools. Continue Reading
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Definition
23 Nov 2022
cost per engagement (CPE)
Cost per engagement (CPE) is an advertising pricing model in which digital marketing teams and advertisers only pay for ads when users interact with their campaign in some way. Continue Reading
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News
22 Nov 2022
OpenText's CEO on content AI, cloud strategy and hybrid work
OpenText CEO Mark Barrenechea discusses the state of Magellan, the massive Micro Focus acquisition, the metaverse and more in this wide-ranging conversation. Continue Reading
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Answer
22 Nov 2022
What are the top benefits of knowledge management?
A proper knowledge management strategy can help organizations boost document security, increase employee efficiency and decrease frustration in searches for digital assets. Continue Reading
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Definition
17 Nov 2022
content management (CM)
Content management (CM) is the process for collection, delivery, retrieval, governance and overall management of information in any format. Continue Reading
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News
10 Nov 2022
Salesforce releases Genie for Healthcare, Patient 360 additions
Electronic medical records remain the systems of record in the Salesforce universe. Adding a CRM approach on top of that enables a better patient experience, the company believes. Continue Reading
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News
09 Nov 2022
Zendesk updates focus on customer service AI 'ticket triage'
Zendesk incorporates intelligent triage -- AI-guided routing of tickets based on sentiment, urgency and complexity -- into its customer service platform. Continue Reading
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Feature
09 Nov 2022
AI-powered CRM platforms compared
CRM vendors can apply fundamental AI capabilities in various ways. Learn about the similarities and differences between AI functionality in the major CRM platforms. Continue Reading