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Manage
Contact center monitoring: A step-by-step guide
A well-designed monitoring program identifies customer pain points and gathers valuable intelligence that can improve agent performance and CX, as well as products and services.
Evaluate
How AI will affect the future of content marketing
Content marketing has changed over time. Generative AI will likely transform it even further. Here's how marketers are handling and preparing for this AI evolution.
Evaluate
Does influencer marketing work?
The quick answer is yes. Influencer marketing can help brands increase engagement and sales. Yet, it only works if marketers give influencers creative control.
News
Salesforce Agentforce, Microsoft Copilot AI battle heats up
After rebranding Einstein copilot products as 'agents,' Salesforce CEO Marc Benioff likened Microsoft Copilot AI to Clippit, also known as Clippy, the original intelligent agent.
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Marketing & Sales Evaluate
How AI will affect the future of content marketing
Content marketing has changed over time. Generative AI will likely transform it even further. Here's how marketers are handling and preparing for this AI evolution.
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E-Commerce
Adtech, regulators react to Google's third-party cookie reversal
Following many delays and an alternative still in development, Google has relented to advertisers on the timing of depreciating third-party cookies.
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Customer Service & Contact Center Get Started
7 essential steps to create a contact center RFP
Successful contact center RFPs are built on collaboration, vendor research, countless questions and answers, scorecards, shortlists, trial runs, bakeoffs and the final decision.
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Customer Experience Management News
Benioff: Self-driving taxis part of autonomous AI's 'moment'
With GenAI powering Salesforce's new autonomous CX agents and Waymo's fleet of self-driving taxis around San Francisco, AI is having a 'moment.'
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Customer Data Management News
Salesforce Agentforce, Microsoft Copilot AI battle heats up
After rebranding Einstein copilot products as 'agents,' Salesforce CEO Marc Benioff likened Microsoft Copilot AI to Clippit, also known as Clippy, the original intelligent agent.
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CRM Tools & Strategy News
Oracle focuses on CX platform as it exits ad business
Oracle rolls out generative AI tools for sellers, beefs up CDP to reinforce B2B buying and selling team interactions, and adds industry-specific features.
Featured Authors
Find Solutions For Your Project
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Evaluate
How AI will affect the future of content marketing
Content marketing has changed over time. Generative AI will likely transform it even further. Here's how marketers are handling and preparing for this AI evolution.
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Does influencer marketing work?
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Technical sales rise when you tap into soft skills
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MTA vs. MMM: What's the difference?
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Problem Solve
Why contact centers have high turnover and how to combat it
The alarming rise in contact center turnover rates negatively impacts agent morale, customer interactions and ROI. In many ways, AI is seen as both the cause and the solution.
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10 strategies to improve contact center agent performance
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5 benefits and examples of phygital customer experience
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How to create an omnichannel marketing strategy
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Manage
Customer retention vs. acquisition: What's the difference?
Finding new customers can be a challenge, but so is keeping them happy and loyal to the business. This makes customer acquisition and retention critical to successful marketing.
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Contact center outsourcing: What businesses need to know
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How to manage today's remote contact center agents
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The ultimate contact center security checklist
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Customer Experience Basics
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Get Started
customer intelligence
Customer intelligence (CI) is the process of collecting and analyzing detailed customer data from internal and external sources to gain insights about customer needs, motivations and behaviors.
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Get Started
What is a call center? Everything you need to know
A call center is a centralized department of customer service professionals who handle inbound and outbound calls from current and potential customers.
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Get Started
lead scoring
Lead scoring is a methodology sales and marketing departments use to determine the worthiness of leads, or potential customers, by attaching values to them based on their behavior relating to their interest in products or services.
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The evolution of chatbots and generative AI
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Get Started
The history and evolution of CRM
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Customer data management
Salesforce Agentforce, Microsoft Copilot AI battle heats up
After rebranding Einstein copilot products as 'agents,' Salesforce CEO Marc Benioff likened Microsoft Copilot AI to Clippit, also known as Clippy, the original intelligent agent.
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Marketing and sales
HubSpot adds Breeze generative AI agents, analytics to platform
Hubspot users get their generative AI infusion that includes souped-up bots, a no-code workflow builder, sophisticated content generation and marketing analytics.
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Customer experience management
Salesforce's ambitions for Agentforce platform come to light
Salesforce aims for the stars with its Agentforce platform; it remains to be seen how far it will get at a time when many companies still need to get their data ready.
Customer Experience Definitions
- What is customer intelligence (CI) and how does it help business?
- What is a call center? Everything you need to know
- What is lead scoring?
- What is CPQ software (configure price quote software)?
- What is a customer effort score (CES)?
- What is a sales funnel? Everything you need to know
- What is Salesforce Einstein 1?
- What is Salesforce Sales Cloud?