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Salesforce CEO exodus: Taylor, Nelson, Butterfield out
Salesforce is once again a single-CEO company. Bret Taylor has resigned, with plans to pursue a new venture.
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10 e-commerce marketing strategies for your business
Marketers have myriad tools in their belts -- from SEO to influencers to technology and tools. These strategies can improve anyone's e-commerce marketing plan.
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How to efficiently measure customer loyalty
Most organizations don't measure customer loyalty often or thoroughly enough to improve CX. This book excerpt explores tips and suggestions to measure loyalty more efficiently.
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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, machine learning-driven workforce management tools.
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Marketing & Sales Manage
10 e-commerce marketing strategies for your business
Marketers have myriad tools in their belts -- from SEO to influencers to technology and tools. These strategies can improve anyone's e-commerce marketing plan.
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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, machine learning-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
Salesforce CEO exodus: Taylor, Nelson, Butterfield out
Salesforce is once again a single-CEO company. Bret Taylor has resigned, with plans to pursue a new venture.
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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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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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10 e-commerce marketing strategies for your business
Marketers have myriad tools in their belts -- from SEO to influencers to technology and tools. These strategies can improve anyone's e-commerce marketing plan.
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Business benefits of a customer self-service strategy
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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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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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BOPIS
BOPIS (buy online, pick up in-store) is a business model that allows consumers to shop and place orders online and then pick up their purchases in the brick-and-mortar store, often within the same day.
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real-time analytics
Real-time analytics is the use of data and related resources for analysis as soon as it enters the system.
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How to efficiently measure customer loyalty
Most organizations don't measure customer loyalty often or thoroughly enough to improve CX. This book excerpt explores tips and suggestions to measure loyalty more efficiently.
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The history and evolution of CRM
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The evolution of customer service
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CRM tools and strategy
Salesforce CEO exodus: Taylor, Nelson, Butterfield out
Salesforce is once again a single-CEO company. Bret Taylor has resigned, with plans to pursue a new venture.
-
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, machine learning-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.