Customer experience management
Customer experience management involves the processes an organization uses to properly manage and track customer interactions and puts customers at the forefront of business decisions and marketing and sales plans. Here, find tips and guides to improve CXM and relevant CX news.
Top Stories
-
Tip
03 Mar 2026
Identity-first CX blends customer convenience and security
Identity-first customer experience is an interesting and ambitious concept that melds customer ease of use and security controls. Sounds great, but can it be done? Continue Reading
-
News
03 Mar 2026
SAP renames Emarsys SAP Engagement Cloud
The legacy of SAP's Qualtrics acquisition is complete. Continue Reading
-
Tip
03 Mar 2026
Identity-first CX blends customer convenience and security
Identity-first customer experience is an interesting and ambitious concept that melds customer ease of use and security controls. Sounds great, but can it be done? Continue Reading
-
News
03 Mar 2026
SAP renames Emarsys SAP Engagement Cloud
The legacy of SAP's Qualtrics acquisition is complete. Continue Reading
-
Opinion
27 Feb 2026
Potential Salesforce pricing reset latest sign of 'SaaSpocalypse'
What on earth is an Agentic Work Unit? Continue Reading
-
Feature
27 Feb 2026
Why CX platforms are becoming cost-cutting tools
Customer experience platforms are evolving into systems of cost control, exposing hidden operational inefficiencies and reshaping how customer operations are managed. Continue Reading
-
News
25 Feb 2026
Salesforce acquisition of Momentum to boost sales functions
Salesforce to add AI-powered revenue orchestration to sales features. Continue Reading
-
Tip
23 Feb 2026
6 ways customer experience can increase sales
A strong customer experience strategy increases retention, drives repeat revenue and creates competitive advantage. Explore six ways CX directly influences sales growth. Continue Reading
-
Feature
19 Feb 2026
The new geography of enterprise risk
Risk is no longer centered only in core systems. Identity, hiring, endpoints and partner platforms are where exposure increasingly begins. Learn why. Continue Reading
-
Feature
19 Feb 2026
Enterprise IT decisions no longer wait on decision-makers
Learn why cost structures, vendor timelines and pricing models are forcing enterprise IT decisions earlier -- often before strategies feel fully formed. Continue Reading
-
Feature
17 Feb 2026
Forces influencing enterprise software control and oversight
Controls are becoming more centralized, but visibility into their downstream effects across integrated systems, automation and AI is not keeping pace. Continue Reading
-
Feature
12 Feb 2026
Pressure points affecting enterprise software decisions
As systems interconnect, decision order and timing increasingly shape outcomes, narrowing options and increasing adjustment pressure. Continue Reading
-
Feature
11 Feb 2026
Enterprise IT's shrinking margin for error on major decisions
As dependencies pile up, enterprise software decisions lock in earlier than leaders expect -- reducing flexibility across platforms, systems and architectures. Continue Reading
-
Feature
09 Feb 2026
Constraints influencing enterprise software choices
Decisions on enterprise software are being made earlier in the lifecycle, limiting reversibility and compressing timelines before ownership and governance are established. Continue Reading
-
News
03 Feb 2026
Vendors hawk everything AI; retailers take measured approach
The vendors will build it, but will the retailers come? Continue Reading
-
Tip
26 Jan 2026
Proactive customer service drives satisfaction and revenue
Proactive customer outreach provides several benefits for businesses. It generates revenue, improves customer satisfaction and takes advantage of AI workflows. Continue Reading
-
Feature
26 Jan 2026
The quiet shift that made AI unavoidable
From visual search to enterprise collaboration, AI is arriving quietly inside existing tools and changing behavior before anyone calls it a decision. Continue Reading
-
Tip
16 Jan 2026
Top field service management software platforms for 2026
The rise in remote work has spawned innovations in field service management. As a result, enterprise tech buyers now have several FSM product features to consider. Continue Reading
-
Tip
12 Jan 2026
Visual search optimizes images, improves customer reach
E-commerce professionals and CX leaders should follow certain visual search strategies to improve online product visibility and customer engagement. Continue Reading
-
News
08 Jan 2026
SAP previews AI-native systems for retailers
SAP makes AI the focus of retail vertical updates. Continue Reading
-
Tip
07 Jan 2026
CX trends enterprise leaders should know in 2026
Customer experience is undergoing a great deal of change. As a result, business tech buyers should take note of some key CX trends shaping the industry in 2026. Continue Reading
-
News
29 Dec 2025
Agentic orchestration, the next AI issue for CIOs to tackle
Salesforce, ServiceNow, AWS and others would like to manage all of your AI agents. Continue Reading
-
Tip
23 Dec 2025
7 customer experience trends to know in 2026
Customer interaction analytics, autonomous agents and AI-driven upsells are some of the CX trends that could boost revenue, cut costs and improve customer service. Continue Reading
-
News
11 Dec 2025
Salesforce adds Informatica to Data 360, MuleSoft fold
Informatica brings a potentially stronger data foundation to Data 360 and, by extension, Agentforce. Continue Reading
-
Tip
11 Dec 2025
AI creating new contact center jobs for agents
While AI spawns new customer-facing and AI support roles, contact center leaders must consider the costs associated with retooling and upskilling their workforce. Continue Reading
-
Tip
25 Nov 2025
The complete guide to QA team roles and responsibilities
QA teams play an important role in ensuring quality and performance. To be as effective as possible, organizations need to be thorough in structuring and managing their QA teams. Continue Reading
-
Feature
21 Nov 2025
Four ways CIOs should help improve CX strategy
CIOs must take an active role in driving CX initiatives by getting closer to and better understanding customers, improving employee experience and using tech to meet CX needs. Continue Reading
-
News
20 Nov 2025
Adobe bolsters AI SEO with planned $1.9B Semrush acquisition
AI is eating web traffic. The Adobe-Semrush merger might help marketers adapt their strategies. Continue Reading
-
Opinion
19 Nov 2025
OpenText's agentic AI glow-up
While OpenText has talked AI agents before, its new vision is a radical departure. Continue Reading
-
News
18 Nov 2025
OpenText users get their Aviator enterprise content AI platform
OpenText: More homegrown AI tools, fewer acquisitions. Continue Reading
-
News
12 Nov 2025
Cisco embeds agentic AI across customer journey
Agentic AI is reshaping CX by enabling proactive, personalized support. But it's important to balance AI automation and human expertise for complex customer needs. Continue Reading
-
Definition
30 Oct 2025
What is user-generated content?
User-generated content (UGC) is published information that an unpaid contributor provides to a website. Continue Reading
-
Feature
24 Oct 2025
Assessing the value of agentic AI in unified communications
IT leaders should pause before rushing into agentic AI for unified communications. First, nail down the business outcomes that will actually prove its value. Continue Reading
-
Opinion
22 Oct 2025
For Salesforce, is Ohana over?
Benioff gets blasted by everyone -- except Elon Musk. Continue Reading
-
News
13 Oct 2025
Salesforce to release Agentforce 360, Slack agents
Salesforce renames Data Cloud yet again, and ports many sales, marketing, HR and more functions to Slack via agentic AI. Continue Reading
-
Answer
07 Oct 2025
Why is a content audit useful?
A content audit is useful because it can help enterprises revive website content performance, boost audience engagement and ultimately improve business outcomes. Continue Reading
-
Feature
02 Oct 2025
MLB, Shield Companies boost engagement with Zoom CX
IT leaders from The Shield Companies and MLB discuss why they adopted the Zoom CX suite to scale operations, improve customer engagement and use AI for real-time insights. Continue Reading
-
Tip
18 Sep 2025
What are the 7 stages of the sales pipeline?
The seven stages of the sales pipeline are prospecting, lead qualification, initial contact, proposal, negotiations, deal closing and customer retention. Continue Reading
-
Feature
10 Sep 2025
Headless CMS vs. decoupled CMS: What's the difference?
Both headless and decoupled CMSes support omnichannel publishing. Yet, headless systems have no native front end, whereas decoupled CMSes have an optional one. Continue Reading
-
News
10 Sep 2025
Adobe releases AI marketing agents, orchestration platform
Adobe users can now orchestrate prefab AI marketing agents, and soon will be able to create their own. Continue Reading
-
News
09 Sep 2025
Genesys updates contact center AI agent, orchestration tools
Genesys will add AI orchestration and agentic interoperability capabilities. Continue Reading
-
Tip
04 Sep 2025
How to create customer profiles, with examples
Creating customer profiles gives brands a deep understanding of customers' needs and results in more successful marketing strategies. Here are the steps to get started. Continue Reading
-
Tip
02 Sep 2025
Improve observability with AI: 5 real-world success stories
As businesses rely more on hybrid and multi-cloud, comprehensive visibility into system performance and its effect on business outcomes is critical. Observability and AI can help. Continue Reading
-
News
28 Aug 2025
Salesforce Agentforce for Public Sector woos government users
Salesforce sets up MCP servers and testing environments for AI agents, and customizes Agentforce for the government vertical. Continue Reading
-
Feature
18 Aug 2025
11 customer experience conferences to attend in 2025
A good way to stay on top of customer experience advancements and trends is to attend industry conferences. Continue Reading
-
Tip
30 Jul 2025
Top 12 customer experience metrics and KPIs in 2025
Net Promoter Score is the most popular customer metric, but it's not the only one for CX teams to measure. Understand which metrics to track and how to calculate them. Continue Reading
-
Definition
29 Jul 2025
What is X (formerly Twitter)?
X (known as Twitter until 2023) is a free social networking and microblogging site where registered users can broadcast short posts, commonly known as tweets. Continue Reading
-
News
23 Jul 2025
Salesforce rewires Slack for agentic AI, enterprise search
Slack gets AI infusion in Salesforce's runup to Dreamforce, chief product officer explains what's going on with data sharing outside Slack. Continue Reading
-
Answer
10 Jul 2025
Customer loyalty vs. retention: What's the difference?
Customer retention focuses on keeping customers long term, while customer loyalty aims to make customers want to stay. Here, learn how these practices differ and work together. Continue Reading
-
Feature
10 Jul 2025
Google antitrust case explained: What's next?
A U.S. judge ruled Google violated antitrust laws with an illegal monopoly over online searches -- a landmark decision with major implications for Big Tech and consumer choices. Continue Reading
-
Definition
10 Jul 2025
What is a natural user interface (NUI)?
A natural user interface (NUI) is an interface that's designed to feel as natural as possible to users as they interact with a computing system or application. Continue Reading
- News 08 Jul 2025
-
News
07 Jul 2025
Financial services giant Prudential crafts agentic AI strategy
Like all technology deployments in highly regulated industries, agentic AI must be approached carefully. Continue Reading
-
Definition
30 Jun 2025
doomscrolling
Doomscrolling, sometimes also called doomsurfing, refers to constantly checking disturbing or upsetting news articles or videos online, often via social media. Continue Reading
-
News
24 Jun 2025
Salesforce Agentforce 3 lifts the hood on observability
Agentforce 3, the latest agentic AI tool from Salesforce, focuses on observability and interoperability. Continue Reading
-
Tip
18 Jun 2025
10 sustainable marketing strategies
Sustainable marketing can boost brand loyalty, but marketers need effective strategies, such as committing to social causes and partnering with key influencers. Continue Reading
-
News
13 Jun 2025
Salesforce Marketing Cloud Next employs more agents, CDP
Salesforce overhauls Marketing Cloud with agentic AI. Continue Reading
-
News
12 Jun 2025
Lowe's SVP on AI's rosy future for e-commerce
As AI evolves, its e-commerce applications multiply. Continue Reading
-
News
02 Jun 2025
Pegasystems expands agentic AI for business automation
Agents are here -- but is prompting dead? Continue Reading
-
News
15 May 2025
Salesforce acquisition of Convergence adds Agentforce talent
Salesforce beefs up its Agentforce engineering corps, leadership. Continue Reading
-
News
14 May 2025
Twilio updates conversational intelligence, expands CDP
Twilio integrates its CDP and communications platform more closely. Continue Reading
-
Feature
09 May 2025
15 customer service email templates and tips
Email remains an important channel for companies to communicate with customers. Here are some email templates for customer service teams to use in common scenarios. Continue Reading
-
Definition
21 Apr 2025
What are customer service and support?
Customer service is the support organizations offer to customers before, during and after purchasing a product or service. Continue Reading
-
News
16 Apr 2025
Tariffs and CX: Hold on to customers during an economic storm
Delivering excellent customer experience is a tough job on regular days. Now add rising prices because of tariffs. Continue Reading
-
Definition
13 Mar 2025
What is quality of experience (QoE or QoX)?
Quality of experience (QoE or QoX) is a measure of the overall level of a customer's satisfaction and experience with a product or service and the vendor that's providing that product or service. Continue Reading
-
Feature
03 Mar 2025
Customer success vs. account management: How do they differ?
Customer success and account management strategies help organizations grow in different ways. Customer success focuses on loyalty, while account management focuses on revenue. Continue Reading
-
Definition
25 Feb 2025
What is voice of the customer? A guide to VOC Strategy
Voice of the customer (VOC) is the component of customer experience (CX) that focuses on customer needs, wants, expectations and preferences. Continue Reading
-
Definition
24 Feb 2025
What is gamification? How it works and how to use it
Gamification is a strategy that integrates entertaining and immersive gaming elements into nongame contexts to enhance engagement and motivate certain behaviors. Continue Reading
-
News
20 Feb 2025
Sitecore, Adobe update customer data platforms
Adobe and Sitecore refresh CDPs for generative AI. Continue Reading
-
Answer
20 Feb 2025
CRM vs. CDP vs. DMP: What's the difference?
Sales and marketing terms are like alphabet soup, and the different acronyms can get confusing. Learn about the differences among three major platforms: CRM, CDP and DMP. Continue Reading
-
Definition
11 Feb 2025
What is customer self-service?
Customer self-service is digital support that lets end users access information and perform routine tasks without requiring the assistance of live agents or representatives. Continue Reading
-
Definition
10 Feb 2025
What is a customer journey map?
A customer journey map is a visual depiction of the stages customers go through when interacting with a company -- from buying products online to accessing customer service on the phone to airing grievances on social media. Continue Reading
-
News
06 Feb 2025
Chief experience officer role evolves with new technologies
Are you a futurist? The CXO role might be for you. Continue Reading
-
Definition
04 Feb 2025
What is interactive voice response (IVR)?
Interactive voice response (IVR) is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipients. Continue Reading
-
Tip
30 Jan 2025
CPaaS in CX: A look at top providers, trends and use cases
The CPaaS market, as it relates to customer engagement, is competitive and volatile. See how vendors cater to business customers and the trends driving innovation. Continue Reading
-
Tip
29 Jan 2025
How to create a customer loyalty program in 9 steps
A customer loyalty program can help organizations better retain and understand their current customers and target audiences. These nine steps can lead to a successful program. Continue Reading
-
Podcast
28 Jan 2025
Cisco generative AI strategy hinges on CX and agents
The vendor's GenAI approach aims to boost the user and consumer experience. Continue Reading
-
Opinion
27 Jan 2025
Retailers' animosity toward AWS cloud appears to thaw
AWS still has a ways to go to woo some retailers, but it's clear the company's no longer excluded by all. Continue Reading
-
News
14 Jan 2025
Salesforce launches POS system, Retail Cloud
The new Salesforce Retail Cloud point of sale system launches from PredictSpring acquisition. Continue Reading
-
News
09 Jan 2025
SAP infuses retail shopping with generative AI
GenAI in SAP's shopping assistant gives store employees and consumers an easier way to find what they need. Continue Reading
-
Podcast
08 Jan 2025
Reshaping UX with behavioral data and AI
Companies are using AI to strengthen insights from behavioral data, transforming how they understand and respond to customer interactions. Continue Reading
-
News
08 Jan 2025
Headless CMS Contentstack acquires Lytics marketing CDP
A new digital experience platform forms with the merger of Contentstack and Lytics. Continue Reading
-
Tip
23 Dec 2024
7 types of loyalty programs and their benefits
Loyalty programs can improve brand recognition, increase sales and emphasize an organization's values. Get an in-depth look at seven loyalty programs and what they offer. Continue Reading
-
News
25 Nov 2024
Salesforce CIO: How agents change internal workflows
In this Q&A, Salesforce CIO and Executive Vice President Juan Perez discusses the company's internal Agentforce rollout, among other topics. Continue Reading
-
News
22 Nov 2024
OpenText bolsters AI agents, analytics; previews roadmap
OpenText users get a passel of AI in the latest Cloud Editions release -- but also analytics and CCM tools. Continue Reading
-
Definition
21 Nov 2024
What is a chief experience officer (CXO)?
A chief experience officer (CXO) is an executive in the C-suite who ensures positive interactions with an organization's customers. Continue Reading
-
Definition
20 Nov 2024
What is contact center infrastructure?
A contact center infrastructure (CCI) is a framework composed of the physical and virtual resources that a contact or call center facility needs to operate effectively. Continue Reading
-
Definition
20 Nov 2024
What is a cloud contact center?
A cloud contact center is an internet-hosted service, typically managed by a third party, that handles all inbound and outbound customer communications for an organization. Continue Reading
-
Feature
20 Nov 2024
9 best Twitter alternatives
Since Elon Musk acquired Twitter, people are turning to alternatives -- such as Mastodon and WT.Social -- for business connections, news and industry information. Continue Reading
-
Definition
07 Nov 2024
What is mindshare (share of mind)?
Mindshare, also known as share of mind, is an approach to marketing that involves attempting to make a company, brand or product the first one that comes to mind when a customer thinks of a particular market. Continue Reading
-
Feature
05 Nov 2024
Salesforce Agentforce: An answer in search of a question?
They used to be named Einstein Copilots. Now they're Agentforce autonomous agents. Salesforce's latest upgrade might be more than words. Continue Reading
-
Definition
05 Nov 2024
What is customer insight (consumer insight)?
Customer insight, or consumer insight, is the understanding and interpretation of customer data, behaviors and feedback into conclusions that can be used to drive actions that improve product development and customer support. Continue Reading
-
News
01 Nov 2024
IAB, cable providers sue FTC to cancel Click to Cancel
Not so fast, FTC. Cable providers, internet advertisers and the Michigan Press Association challenge the upcoming consumer protection rule. Continue Reading
-
Tip
30 Oct 2024
15 customer success KPIs and metrics to track
What's the best way to tell if customers are satisfied? These customer success KPIs and metrics can gauge everything from potential customer churn to retention. Continue Reading
-
News
29 Oct 2024
Will.i.am talks AI in music, business and life
As AI becomes more pervasive in music, business and life, the former Black Eyed Peas frontman and tech entrepreneur wonders where it's all going. Continue Reading
-
News
29 Oct 2024
Pegasystems expands generative AI in CX, BPA cloud platform
The company's new 'coaches' aim to make AI-powered customer service responses sound less automated. Continue Reading
-
Feature
24 Oct 2024
10 social media trends in 2024
Social media changes constantly. Using some of the latest trends -- such as social listening and short videos -- can help a company stand out. Continue Reading
-
News
23 Oct 2024
Certinia co-founder discusses generative AI for ERP, Salesforce
Certinia, formerly FinancialForce, changed names and added customer success to its line of ERP tools for Salesforce. We discuss the transition with co-founder Deb Ashton. Continue Reading
-
Opinion
21 Oct 2024
FTC's quixotic quest to fix CX with Click to Cancel rule
The Biden administration strives to improve CX with a rule that goes in effect in 180 days. What could possibly go wrong? People, process, tech and a U.S. election. Continue Reading
-
News
18 Oct 2024
Amplitude adds A/B testing tool to analytics suite
Both the vendor's new feature as well as its recent acquisition of Command AI aim to make it easier for business users to work with its tools without requiring expert help. Continue Reading
-
News
16 Oct 2024
AWS' Amazon Q in Connect adds more contact center GenAI
AWS updates its contact center-specific version of its generative AI-powered agent, Amazon Q, for the company's Connect Contact Center as a Service platform. Continue Reading
-
News
16 Oct 2024
Sitecore infuses DXP with generative AI marketing features
Sitecore users, who typically build websites for large enterprises, now have automation for website building, marketing content and A/B testing. Continue Reading
