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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.
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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.
News
SAP reboots Service Cloud, adds retail recommerce
SAP venture-backed Feather by SAP integrates marketplaces for retail users to give their customers a place to resell goods they've bought from them.
News
Square exec discusses metaverse, electronic payment trends
Millions of physical and online merchants use Square's payment processing services. We discuss retail tech trends with Roshan Jhunja, Square head of retail.
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Marketing and sales Manage
Smart brands will change approach to marketing email, cookies
You'd think marketers got the hint to move past third-party cookies and marketing emails once Google, Apple and regulators all stepped in to protect consumers. Not yet.
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E-Commerce News
Square exec discusses metaverse, electronic payment trends
Millions of physical and online merchants use Square's payment processing services. We discuss retail tech trends with Roshan Jhunja, Square head of retail.
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Customer service and contact center News
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.
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Customer experience management News
AI virtual assistant grooms skier experience at Snowbird
Using an AI-powered chatbot designed with the friendly likenesses of avalanche dogs, the famed Utah ski resort is able to quickly respond to customers' questions.
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Customer data News
Adobe Journey Optimizer adds mobile marketing capabilities
Adobe adds marketing personalization and messaging orchestration capabilities to Experience Cloud for B2B and B2C users whose customers favor smartphones.
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CRM tools and strategy Evaluate
What is Adobe Experience Cloud? CRM platform overview
Adobe Experience Cloud -- the vendor's CRM platform -- includes tools to help medium and large enterprises manage all facets of their customer engagement strategies.
Topics Covered
CRM tools and strategy
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Customer data management (3) +
Customer experience management
Customer service and contact center
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E-Commerce (1) +
Marketing and sales
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Evaluate
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.
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How the convergence of UCaaS and CCaaS affects businesses
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What is Adobe Experience Cloud? CRM platform overview
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Why you need a total experience strategy to drive CX and EX
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Problem Solve
Top 5 challenges in field service management
Many organizations overlook field service management in their customer service strategies, yet this area -- and its challenges -- are critical to CX success.
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How to train agents on call center fraud detection
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8 customer service challenges and how to resolve them
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8 ways to improve call center agent performance
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View All ManageSmart brands will change approach to marketing email, cookies
You'd think marketers got the hint to move past third-party cookies and marketing emails once Google, Apple and regulators all stepped in to protect consumers. Not yet.
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E-Handbook | December 2020
Customer upselling gets upgrade from AI, analytics
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E-Zine | November 2020
Sponsored Content
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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
Sponsored Content
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Customer Experience Basics
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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
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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The history and evolution of CRM
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The evolution of customer service
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News
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Customer service and contact center
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.
-
Customer service and contact center
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.
-
Customer service and contact center
SAP reboots Service Cloud, adds retail recommerce
SAP venture-backed Feather by SAP integrates marketplaces for retail users to give their customers a place to resell goods they've bought from them.