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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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Definition
15 Oct 2024
What is Salesforce Service Cloud?
Salesforce Service Cloud is a customer relationship management (CRM) platform for Salesforce clients to provide service and support to their business customers. Continue Reading
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Definition
11 Oct 2024
What is Salesforce Customer Success Platform?
The Salesforce Customer Success Platform (CSP) is the official name of the Salesforce portfolio of products. Continue Reading
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Definition
11 Oct 2024
What is the Salesforce Service Console?
The Salesforce Service Console is the centralized interface in Salesforce Service Cloud, an application devoted to customer service, support and customer experience. Continue Reading
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News
10 Oct 2024
Oracle Service platform adds autonomous AI agents
Oracle adds a number of agents and dashboards to Oracle Service and Field Service as the company strives to provide users with capabilities that enable 100% AI autonomy. Continue Reading
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Definition
10 Oct 2024
What is Salesforce Journey Builder?
Salesforce Journey Builder is a campaign planning tool in Salesforce Marketing Cloud to build personalized customer journeys and deliver unique campaigns and content that enhance customer experiences and secure their loyalty. Continue Reading
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Feature
09 Oct 2024
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
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News
09 Oct 2024
Zendesk upends pricing for AI in customer service
As it embeds generative AI into its customer service and employee service platform, Zendesk tries a novel idea: outcomes-based pricing based on tickets resolved. Continue Reading
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Tip
08 Oct 2024
15 best practices for contact center agent training programs
Agents thrive when contact center training programs are built on KSAC profiles, performance analysis and recognition, personal coaching and shadowing, AI integration, and ROI. Continue Reading
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Feature
08 Oct 2024
Visa antitrust lawsuit explained: What happens next
The DOJ has filed an antitrust lawsuit against Visa, alleging it has unlawfully monopolized the U.S. debit card market, limiting competition and charging exorbitant fees. Continue Reading
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News
03 Oct 2024
Google rebrands contact center tech, adds more AI
Google adds faster, more lightweight generative AI processing as it rechristens CCAI as Customer Engagement Suite. But Google's privacy protocols have been questioned in lawsuits. Continue Reading
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Feature
27 Sep 2024
How to spot a fake review online
AI is making fake reviews harder to spot, as they become more convincing. The FTC's new rules target deceptive practices, helping consumers trust reviews before making a purchase. Continue Reading
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Definition
23 Sep 2024
What is a sales funnel? Everything you need to know
A sales funnel, also called a 'purchase funnel,' is the visual representation of the customer journey, depicting the sales process from awareness to action. Continue Reading
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Opinion
19 Sep 2024
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.' Continue Reading
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Definition
18 Sep 2024
What is a sales pipeline?
A sales pipeline is a visual representation of sales prospects and where they are in the purchasing process. Continue Reading
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Definition
18 Sep 2024
What is transactional marketing?
Transactional marketing is a business strategy that focuses on single, point-of-sale transactions. Continue Reading
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Feature
18 Sep 2024
Elevate customer experience with AI and analytics
Top CX experts share insights on how to drive customer-centric innovation, overcome resistance to change and harness AI for impactful customer experiences. Continue Reading
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News
18 Sep 2024
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. Continue Reading
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Definition
17 Sep 2024
What is Hootsuite?
Hootsuite is a social media management platform that helps organizations deliver enhanced social media experiences to their customers at every stage of the customer journey. Continue Reading
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News
17 Sep 2024
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. Continue Reading
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Tip
13 Sep 2024
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. Continue Reading
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News
12 Sep 2024
Salesforce reveals more on Agentforce autonomous AI agents
Salesforce seizes on the concept of agentic AI to automate sales and service processes. The company holds fast to the idea the AI agents will assist humans -- not replace them. Continue Reading
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News
11 Sep 2024
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. Continue Reading
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Feature
11 Sep 2024
14 customer experience conferences to attend in 2024
A good way to stay on top of customer experience advancements and trends is to attend industry conferences. Continue Reading
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News
09 Sep 2024
Salesforce Industries clouds for verticals adds 100 AI features
A new AI toolkit for Salesforce's industry-specific clouds delivers more than 100 features for companies in 15 industries to automate common tasks, each with their own data model. Continue Reading
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News
06 Sep 2024
In $1.9B deal, Salesforce buys data backup company Own
In the lead-up to its annual user conference, Salesforce buys Own Company for $1.9 billion, its second acquisition of the week and its third for 2024. Continue Reading
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Definition
05 Sep 2024
What is digital experience (DX)?
Digital experience (DX), also known as 'digital user experience' (UX), is the take-away feeling an end user has after an experience in a digital environment or with a digital technology or device. Continue Reading
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Definition
05 Sep 2024
What is a contact center?
A contact center is a central point from which organizations manage all customer interactions across various channels. Continue Reading
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News
05 Sep 2024
Salesforce Foundations opens up marketing, ecomm features
Enterprise Salesforce users will get Foundations, a basic set of tools and Data Cloud functionality to complement their Sales and Service modules. Continue Reading
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Tip
03 Sep 2024
4 mPOS apps to turn a mobile device into a payment terminal
With the right software, almost any mobile device can be a payment terminal. Learn about the mobile point-of-sale options beyond Tap to Pay on iPhone and Tap to Pay on Android. Continue Reading
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Definition
28 Aug 2024
What is voice recognition and how does it work?
Voice or speaker recognition is the ability of a machine or program to receive and interpret dictation or to understand and perform spoken commands. Continue Reading
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Definition
28 Aug 2024
What is sentiment analysis?
Sentiment analysis, also referred to as 'opinion mining,' is an approach to natural language processing (NLP) that identifies the emotional tone behind a body of text. Continue Reading
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Definition
20 Aug 2024
What is customer segmentation?
Customer segmentation is the practice of dividing a customer base into groups of individuals that have similar characteristics relevant to marketing, such as age, gender, interests and spending habits. Continue Reading
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Definition
19 Aug 2024
What is customer experience (CX) and why is it important?
Customer experience (CX) is the sum total of customers' perceptions and feelings resulting from interactions with a brand's products and services. Continue Reading
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Tip
09 Aug 2024
10 tips to improve customer retention
Organizations that properly gather consumer feedback, get to know their customers and offer rewards to loyal shoppers can improve their customer retention rates. Continue Reading
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News
07 Aug 2024
Adobe rolls out B2B generative AI app for CRM, marketing
As enterprises determine where the value is in deploying and paying for generative AI in their marketing and sales operations, Adobe releases its own entrant. Continue Reading
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Definition
05 Aug 2024
What is a 360-degree customer view?
The 360-degree customer view is a comprehensive approach to understanding customers by compiling their individual data from various touchpoints into a single view. Continue Reading
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Feature
02 Aug 2024
Customer experience vs. user experience: What's the difference?
Customer and user experiences sound similar, but they serve different purposes. Together, they can improve organizations' relationships with customers. Continue Reading
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Answer
01 Aug 2024
Can you accept credit card payments on an Android phone?
Many consumers prefer contactless payments, and vendors can easily enable them with a smartphone and the right software. Learn how to set up an Android to accept customer payments. Continue Reading
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News
01 Aug 2024
SupportLogic acquires xFind for customer service experience AI
Startup SupportLogic buys xFind to add generative AI to its service analytics platform, and in the process takes on much larger competition such as Qualtrics, Medallia and Verint. Continue Reading
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Definition
01 Aug 2024
What is the bullwhip effect?
The bullwhip effect is a supply chain phenomenon describing how small fluctuations in demand at the retail level can cause progressively larger fluctuations in demand at the wholesale, distributor, manufacturer and raw material supplier levels. Continue Reading
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Feature
26 Jul 2024
10 ideas for a post-cookies marketing strategy
Tracking customers without third-party cookies may concern businesses. However, all organizations are in the same position. Marketers should consider these alternatives. Continue Reading
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Tip
24 Jul 2024
Set up Tap to Pay: How to accept payments with an iPhone
Tap to Pay makes it possible to accept customer payments from an iPhone with no additional hardware. Find out the best use cases for Tap to Pay and how to implement it. Continue Reading
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Definition
24 Jul 2024
What is first call resolution (FCR)?
First call resolution (FCR) is when contact center agents properly address a customer's needs the first time they call so there is no need for the customer to follow up with a second call. Continue Reading
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Definition
23 Jul 2024
What is the law of diminishing returns?
The law of diminishing returns is an economic principle stating that as investment in a particular area increases, the rate of profit from that investment, after a certain point, can't continue to increase if other variables remain at a constant. Continue Reading
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News
23 Jul 2024
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. Continue Reading
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News
17 Jul 2024
OpenText broadens content AI services in quarterly release
OpenText adds generative AI tools for enterprise information management, security, business process mining and more in its 24.3 Cloud Editions update. Continue Reading
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Definition
17 Jul 2024
What is relationship marketing?
Relationship marketing is a facet of customer relationship management (CRM) that focuses on customer loyalty and long-term customer engagement rather than shorter-term goals like customer acquisition and individual sales. Continue Reading
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News
11 Jul 2024
FTC, DOJ take aim at dark patterns with Adobe lawsuit
The FTC and DOJ's lawsuit against Adobe targets dark patterns by claiming that Adobe's allegedly difficult cancellation process traps consumers in unwanted subscriptions. Continue Reading
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Definition
09 Jul 2024
contact center management
Contact center management is the process of overseeing contact center operations with the goal of providing an outstanding customer experience in an effective and efficient manner. Continue Reading
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Opinion
03 Jul 2024
Generative AI tools are here, but who's using them?
Generative AI has much promise. But the road between here and delivering on those promises looks to be a lot longer than when ChatGPT first dropped in November 2022. Continue Reading
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Feature
27 Jun 2024
How AI can improve customer loyalty
AI plays a central role in customer loyalty. Yet, organizations can have a greater ROI if they focus their AI strategies more on improving CX and less on cutting costs. Continue Reading
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Feature
27 Jun 2024
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
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Tip
26 Jun 2024
7 reasons why mobile apps are important for your business
Mobile apps can build loyal customer bases, provide insightful customer data and more. Businesses should understand the many ways these apps can enhance CX. Continue Reading
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Definition
24 Jun 2024
go-to-market strategy
A go-to-market strategy (GTM strategy) is an action plan that specifies how a company will bring a new product or service to market while reaching its target customers. Continue Reading
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Tip
21 Jun 2024
Is headless CMS the future of content management?
As headless CMS rises in popularity, IT leaders might wonder if it's a fad or if it will permanently affect the content management industry. Learn more in this expert tip. Continue Reading
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Definition
14 Jun 2024
digital marketing
Digital marketing is the promotion and marketing of goods and services to consumers through digital channels and electronic technologies. Continue Reading
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News
10 Jun 2024
Pegasystems' Blueprint enables automation with no code
Pegasystems uses generative AI to simplify previously difficult development tasks that unite back-office and front-office data, and launches a GenAI-led learning system. Continue Reading
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Definition
10 Jun 2024
customer retention
Customer retention is a metric that measures customer loyalty, or an organization's ability to retain customers over time. Continue Reading
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Tip
07 Jun 2024
How to manage 4 common mobile payment issues
Mobile payments provide customers with a fast and secure way to pay without cash or physical cards. Managing these systems can be a complex task for organizations, however. Continue Reading
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Feature
04 Jun 2024
7 ways AI is affecting the travel industry
AI has entrenched itself in the travel industry, assisting with planning, booking and customer service. Here's where you might see it in your travels. Continue Reading
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News
04 Jun 2024
SAP brings CX apps under one platform, debuts CX AI Toolkit
SAP releases a CX-specific AI toolkit that enables a digital 'personal shopper' and custom deployments of generative AI throughout the customer experience. Continue Reading
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News
03 Jun 2024
Build or buy fintech AI? To Mastercard, the answer is 'both'
Mastercard's operations CTO discusses the company's data principles, global contact center outlay, and its rubric for building vs. buying AI -- not just the generative kind. Continue Reading
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Tip
30 May 2024
12 benefits of customer retention
Customer retention can help organizations better understand their current customers' needs, issues and desires, so they can better support them and target more prospects. Continue Reading
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Tip
30 May 2024
How CPaaS improves CX operations and efficiency
Organizations have ramped up their use of communications platform as a service and APIs to expand communication channels between customers and contact center agents. Continue Reading
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News
23 May 2024
Salesforce Service Cloud adds Einstein generative AI tools
Salesforce Service Cloud will soon get generative AI tools that contact centers could theoretically use to turn CX from a cost center into a profit center. Continue Reading
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Definition
23 May 2024
AIDA marketing model
The AIDA marketing model is a framework that describes a buyer's journey through four key stages: Attention, Interest, Decision and Action. Continue Reading
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News
22 May 2024
Salesforce to roll out marketing, e-commerce Einstein Copilots
Salesforce drops a number of new features for commerce and marketing users. Chief among them are generative AI copilots for marketing and e-commerce. Continue Reading
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News
15 May 2024
Avaya looks ahead with acquisition, cloud CX, RingCentral deal
Rumors of Avaya's demise have been greatly exaggerated, CEO Alan Masarek assures longtime customers while making acquisitions, partnership deals and building a SaaS CX stack. Continue Reading
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Feature
15 May 2024
Self-checkout systems: What to know before implementing
Between the COVID-19 pandemic and the surge of AI, a new era of business emerged relying less on humans and more on technology -- hence, the rise of self-checkout systems. Continue Reading
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News
14 May 2024
Genesys debuts customer service GenAI, journey management
Customer journey management and a bevy of generative AI tools, including more trademark empathy detection, were added to Genesys Cloud's contact center platform. Continue Reading
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News
14 May 2024
Salesforce adds generative AI tools to Education Cloud
Customers discuss Salesforce's GenAI push into education with features that target business process automation for K-12 and college students and administrators. Continue Reading
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Definition
10 May 2024
operational efficiency
Operational efficiency refers to an organization's ability to reduce waste of time, effort and material while still producing a high-quality service or product. Continue Reading
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Podcast
06 May 2024
Salesforce open model AI strategy aims for trust, automation
The CRM and CX giant is leaning on generative AI for sales and customer service applications and is aiming to ensure that users can trust the output of large language models. Continue Reading
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Tip
02 May 2024
How to optimize for the zero moment of truth
A zero moment of truth shapes CX, yet many organizations don't know they have control over it. Learn how to tackle the zero moment of truth expertly. Continue Reading
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Definition
01 May 2024
chatbot
A chatbot is a software or computer program that simulates human conversation or "chatter" through text or voice interactions. Continue Reading
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Feature
30 Apr 2024
Benefits and challenges of a headless CMS
Headless CMSes enable omnichannel publishing and improve front-end flexibility. Yet, these platforms can have steep learning curves and require skilled front-end developers. Continue Reading
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News
25 Apr 2024
Oracle expands generative AI across its CX applications
Oracle beefs up its Fusion Cloud Customer Experience applications with GenAI tools for users of its sales, field service, marketing and contact center. Continue Reading
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Tip
23 Apr 2024
5 benefits and examples of phygital customer experience
Modern customers expect brands to blend physical and digital channels for seamless CX -- often called phygital experiences. In turn, it helps businesses learn more about customers. Continue Reading
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Definition
23 Apr 2024
Twitter
Twitter is a free social networking site where users broadcast short posts known as tweets. Continue Reading
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News
16 Apr 2024
Zendesk users get generative AI infusion for customer service
Zendesk customers get their shot of GenAI, which comes in the form of agent tools, self-service workflow assistants and workforce management features. Continue Reading
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Tip
12 Apr 2024
How agent assist technology works in the contact center
Contact centers that invest in agent assist technology can help their agents become more productive and eliminate tedious tasks to make their jobs easier. Continue Reading
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News
08 Apr 2024
Sendbird launches in-app business messaging, dashboard
SMS and email channels are so noisy and subject to so many regulations that in-app messaging has appeal for businesses who want a direct customer communication channel. Continue Reading
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Tip
01 Apr 2024
How to find the customer journey moments of truth
A moment of truth can turn a potentially positive experience into a negative one, and vice versa. Understanding moments of truth requires a complete knowledge of the customer journey. Continue Reading