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Pegasystems acquires process mining tech, partners with CDP
Pegasystems partners with Celebrus CDP and Google Cloud to expand the reach of its CX tools and acquires Everflow, a process mining tech company.
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Oracle plugs customer data platform into customer service
Oracle Service adds Unity CDP integration to afford contact center agents a historical view of customer interactions and new features.
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The future of DMPs in a post-cookies world
DMPs are still important in marketers' jobs, but the move away from third-party cookies threatens the DMP's future. Here's what marketers and DMP providers need to know.
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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Marketing and sales Manage
The future of DMPs in a post-cookies world
DMPs are still important in marketers' jobs, but the move away from third-party cookies threatens the DMP's future. Here's what marketers and DMP providers need to know.
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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
Pegasystems acquires process mining tech, partners with CDP
Pegasystems partners with Celebrus CDP and Google Cloud to expand the reach of its CX tools and acquires Everflow, a process mining tech company.
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CRM tools and strategy Get Started
What are the benefits and challenges of CRM?
CRM platforms can boost CX with business insights if sales agents use them properly. Sales leaders should know the benefits and challenges of these platforms before purchasing.
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Find Solutions For Your Project
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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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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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Manage
What are the benefits and challenges of CRM?
CRM platforms can boost CX with business insights if sales agents use them properly. Sales leaders should know the benefits and challenges of these platforms before purchasing.
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The future of DMPs in a post-cookies world
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Smart brands will change approach to marketing email, cookies
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Call center compliance checklist for hybrid workforces
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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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Get Started
What are the benefits and challenges of CRM?
CRM platforms can boost CX with business insights if sales agents use them properly. Sales leaders should know the benefits and challenges of these platforms before purchasing.
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Get Started
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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Get Started
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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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 data management
Pegasystems acquires process mining tech, partners with CDP
Pegasystems partners with Celebrus CDP and Google Cloud to expand the reach of its CX tools and acquires Everflow, a process mining tech company.
-
Customer data management
Oracle plugs customer data platform into customer service
Oracle Service adds Unity CDP integration to afford contact center agents a historical view of customer interactions and new features.
-
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.