New & Notable


Salesforce to roll out marketing, e-commerce Einstein Copilots

Salesforce drops a number of new features for commerce and marketing users. Chief among them are generative AI copilots for marketing and e-commerce.


MuleSoft integration tackles EDI supply chain data issues

Salesforce integrates EDI data into its platform for users who deal with many suppliers -- or distributors -- with MuleSoft in an attempt to solve an age-old integration snafu.


Avaya looks ahead with acquisition, cloud CX, RingCentral deal

Rumors of Avaya's demise have been greatly exaggerated, CEO Alan Masarek assures longtime customers while making acquisitions, partnership deals and building a SaaS CX stack.


Genesys debuts customer service GenAI, journey management

Customer journey management and a bevy of generative AI tools, including more trademark empathy detection, were added to Genesys Cloud's contact center platform.

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Customer Experience Basics

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    Customer experience vs. user experience: What's the difference?

    Customer and user experiences sound similar, but they serve different purposes. Together, they can improve organizations' relationships with customers.

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    A chatbot is a software or computer program that simulates human conversation or "chatter" through text or voice interactions.

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    An overview of Microsoft Dynamics 365

    Dynamics 365 unites various CRM and ERP tools into one platform. CRM apps include Dynamics 365 Sales and Customer Service, and ERP tools include Finance and Commerce.

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