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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.
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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.
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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.
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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.
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Marketing & Sales Evaluate
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.
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E-Commerce News
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.
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Customer Service & Contact Center News
AWS Amazon Connect adds genAI 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.
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Customer Experience Management Evaluate
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.
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Customer Data Management News
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.
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CRM Tools & Strategy Problem Solve
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.
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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.
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Why is diversity important in marketing?
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Microsoft Ignite highlights future of AI, customer success
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5 benefits of Microsoft Dynamics 365
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Problem Solve
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.
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5 email marketing challenges and their solutions
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Banks aim to improve customer experience for users online
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7 ABM challenges and how to solve them
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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.
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8 ways to measure sales enablement metrics
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How product-led growth can help scale your business
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How to reduce customer service costs
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E-Handbook | December 2020
Customer upselling gets upgrade from AI, analytics
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E-Zine | November 2020
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E-Handbook | November 2020
Evolving customer data platform features set sights on CX
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E-Handbook | October 2020
Contact center roles shift from cost center to profit center
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E-Zine | October 2020
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Customer Experience Basics
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customer profiling
Customer profiling is the detailed and systematic process of constructing a clear portrait of a company's ideal customer by gathering and analyzing information about their demographic, psychographic and behavioral attributes.
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customer insight (consumer insight)
Customer insight, also known as consumer insight, is the understanding and interpretation of customer data, behaviors and feedback into conclusions that can be used to improve product development and customer support.
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buyer personas
A buyer persona is a composite representation of a specific type of customer in a market segment.
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The evolution of chatbots and generative AI
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The history and evolution of CRM
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Customer service and contact center
AWS Amazon Connect adds genAI 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.
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Customer service and contact center
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.
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Customer service and contact center
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.