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Business benefits of a customer self-service strategy
Self-service channels can save organizations money while improving CX -- if done right. Explore these benefits and tips to keep in mind when building a self-service strategy.
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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.
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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.
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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.
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How to choose a customer data platform
CDPs centralize customer data, which can improve marketing insights. To choose the right CDP, CX leaders can create a team of stakeholders, identify goals and compare products.
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E-Commerce Manage
Top e-commerce challenges for 2023 and how to overcome them
2023 will bring many e-commerce challenges that were exacerbated by the COVID-19 pandemic, like international trade and rising customer expectations. Here's how to overcome them.
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Customer Service & Contact Center News
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, ML-driven workforce management tools.
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Customer Experience Management News
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.
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Customer Data Management News
Salesforce customers react as details about Genie emerge
Salesforce grows up by connecting all its clouds to one data platform. The hard part will be demonstrating value behind the investments it will require.
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CRM Tools & Strategy News
How Musk's Twitter takeover could affect business accounts
Potential changes to Twitter's advertising and security policies are top issues for business owners who rely on the social media platform for brand visibility and sales.
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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.
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What's the difference between WFM and WFO?
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5 benefits of workforce optimization in contact centers
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Top 4 CRM systems comparison
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Problem Solve
5 ways to use social media in supply chain management
Amid a supply chain crisis, customers often turn to social media to voice frustration. Organizations need honesty, empathy and informative content to help disgruntled customers.
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Top 5 challenges in field service management
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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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Business benefits of a customer self-service strategy
Self-service channels can save organizations money while improving CX -- if done right. Explore these benefits and tips to keep in mind when building a self-service strategy.
-
Top e-commerce challenges for 2023 and how to overcome them
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Top 8 workforce optimization software tools to consider
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10 tips to enhance and promote self-service platforms
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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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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.
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Get Started
How to choose a customer data platform
CDPs centralize customer data, which can improve marketing insights. To choose the right CDP, CX leaders can create a team of stakeholders, identify goals and compare products.
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Get Started
B2C (Business2Consumer or Business-to-Consumer)
B2C -- short for business-to-consumer -- is a retail model where products move directly from a business to the end user who has purchased the goods or service for personal use.
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The history and evolution of CRM
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The evolution of customer service
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Customer service and contact center
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, ML-driven workforce management tools.
-
Customer experience management
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.
-
Customer service and contact center
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.