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Why is customer self-service important for contact centers?
The advancement of conversational AI coupled with customers' growing desire for empowerment has made self-service channels critical for contact centers.
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How to create a zero-party data strategy
Zero-party data can enable better personalization and customer retention without tracking users across sites, like third-party cookies. These steps can kickstart your strategy.
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Digital customer experience top of mind for PGA Tour
The PGA Tour's head of fan engagement discusses the tech stack that makes the organization connect better with fans, sponsors, golf pros and more.
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Salesforce's Marc Benioff and Bret Taylor the latest co-CEO trial
Some software companies rule their worlds with co-CEOs for years. Other co-CEO arrangements don't last long. We consider the future of Salesforce's current chief executive duo.
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Top 5 trends for the future of marketing
Text messaging, hybrid experiences and Web3 may play key roles in the future of marketing. Learn how to fit these trends into marketing strategies moving forward.
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E-Commerce News
Cloud e-commerce revives product information management tech
E-commerce managers have dusted off a tech oldie: the PIM system, 1990s tech that predates the internet's mass adoption. The new tools, of course, are way cooler.
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Customer Service & Contact Center Manage
Why is customer self-service important for contact centers?
The advancement of conversational AI coupled with customers' growing desire for empowerment has made self-service channels critical for contact centers.
-
Customer Experience Management News
Digital customer experience top of mind for PGA Tour
The PGA Tour's head of fan engagement discusses the tech stack that makes the organization connect better with fans, sponsors, golf pros and more.
-
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's Marc Benioff and Bret Taylor the latest co-CEO trial
Some software companies rule their worlds with co-CEOs for years. Other co-CEO arrangements don't last long. We consider the future of Salesforce's current chief executive duo.
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9 disadvantages of self-service options
Customer self-service platforms free up live agents for more complicated issues, but if organizations don't keep this software up to date, its disadvantages can frustrate users.
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Customer loyalty vs. brand loyalty: What's the difference?
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Why are loyalty programs important?
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How strong workplace values affect ethical marketing
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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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Why is customer self-service important for contact centers?
The advancement of conversational AI coupled with customers' growing desire for empowerment has made self-service channels critical for contact centers.
-
How to create a zero-party data strategy
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Top 10 e-commerce software companies
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Top 10 customer data privacy best practices
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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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Get Started
Top 5 trends for the future of marketing
Text messaging, hybrid experiences and Web3 may play key roles in the future of marketing. Learn how to fit these trends into marketing strategies moving forward.
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Get Started
How to create a zero-party data strategy
Zero-party data can enable better personalization and customer retention without tracking users across sites, like third-party cookies. These steps can kickstart your strategy.
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Get Started
Salesforce Trailhead
Salesforce Trailhead is a series of online tutorials that coach beginner and intermediate developers who need to learn how to code for the Salesforce platform.
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The history and evolution of CRM
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The evolution of customer service
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Customer experience management
Digital customer experience top of mind for PGA Tour
The PGA Tour's head of fan engagement discusses the tech stack that makes the organization connect better with fans, sponsors, golf pros and more.
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Marketing and sales
Microsoft Viva Sales CRM automation focuses on end users
Microsoft Viva Sales takes AI notes from calls and automates data entry and other routine tasks. It's the latest tech to improve the sales rep experience.
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Customer data management
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.