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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.

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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.

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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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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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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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