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The future of DMPs in a post-cookies world

DMPs are still important in marketers' jobs, but the move away from third-party cookies threatens the DMP's future. Here's what marketers and DMP providers need to know.


Customer experience technology's next phase as teams regroup

In this Q&A, Eastern Bank CX head Rich Dorfman discusses how the pandemic shifted approaches to tech, transformation, and measurement of customer and employee experience.


5 upcoming CCaaS trends to watch

As organizations plan to increase CX spending over the next few years, they should pay attention to CCaaS trends, like agents changing workspaces and integrations with UCaaS.


Zendesk enhances CRM, low-code customer service chatbots

Zendesk's Answer Bot moves past the knowledge base and gets a low-code interface so that business users can orchestrate automated conversations.

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    clickstream analytics

    Clickstream data and clickstream analytics are the processes involved in collecting, analyzing and reporting aggregate data about which pages a website visitor visits -- and in what order.

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    Best practices for initiating chatbot-to-human handoff

    Contact centers perform a balancing act between AI and human agents. Support teams must train bots on chatbot-to-human handoffs and design AI aware of customer frustration.

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    Neuromarketing is the study of how people's brains respond to advertising and other brand-related messages by scientifically monitoring brainwave activity, eye tracking and skin response.

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