Features

Features

• Post-pandemic digital customer experience: What will change?

  Overstock.com, FTD and Giant Eagle all revamped their CX tech stacks during the pandemic to meet the demand for online service, and upgrades continue.  Continue Reading

• ServiceNow's vision for AI, customer service management

  ServiceNow's John Ball discusses the Now Platform's approach to AI, customer service and field service management, and why he left Salesforce as EVP of product for Einstein.  Continue Reading

• 7 benefits of a personalized marketing content strategy

  Customers want companies to treat them as individuals, and personalized marketing can help accomplish that. Personalization can also improve customer retention and brand affinity.  Continue Reading

• Apple iOS 14.5 App Tracking Transparency rewires martech

  If your business strategy fully relied on iOS tracking for survival, your company was probably in trouble before 14.5 came out this week, marketing experts say.  Continue Reading

• How post-pandemic B2B e-commerce tech stacks will look

  What will B2B e-commerce look like in the post-pandemic world? Experts and tech leaders share how COVID-19 fueled big changes and what's next.  Continue Reading

• Email marketing tools sustain old channel with personalization

  Email is so 1990s. Yet as a marketing communications channel, it thrives into the 2020s with an assist from personalization technology and customer data platforms.  Continue Reading

• The 7 most effective ways to connect with customers

  Businesses need to prioritize building a connection with customers. By doing so, companies get to know their customers on a personal level and can better serve their needs.  Continue Reading

• How to create a customer satisfaction survey

  Businesses need to have a plan in place before sending out customer satisfaction surveys. Acting on customer feedback is just as important as collecting it.  Continue Reading

• The psychology of UX design: How design affects CX

  In her book, '100 Things Every Designer Needs to Know About People, 2nd Edition,' Susan Weinschenk explains how UX design relies on psychology to improve customer experiences.  Continue Reading

• Customer data platforms dominate CX technology headlines

  As the tech titans release their CDPs, it raises a question: Can this technology save itself from becoming another data silo in the marketing stack?  Continue Reading

• Advanced upselling tactics, technologies expand bottom line

  Upselling technologies that segment customers, predict buying habits, analyze emotions and target campaigns arm companies with the weapons to tap new revenue streams.  Continue Reading

• 10 Dreamforce to You 2020 sessions for sales managers

  DreamTX -- part of the Dreamforce to You 2020 lineup -- will offer a variety of relevant sessions for attending sales managers. Here's a peek at 10 of those sessions.  Continue Reading

• Why customer-centric design is crucial for CX

  In her book, '100 Things Every Designer Needs to Know About People,' Susan Weinschenk talks about why it is important for companies to know their audience to better design for them.  Continue Reading

• Standalone customer data platforms weather big competition

  Standalone CDP vendors got a years-long head start on Microsoft, Oracle, Salesforce, SAP and Adobe. They stand firm in a year when online channels stayed open during the pandemic.  Continue Reading

• Customer data platform tools push personalization, privacy

  Evolving CDPs help companies unify the flood of consumer data collected from disparate sources, resulting in better customer insights and compliance with privacy regulations.  Continue Reading

• How listening to the voice of the customer benefits businesses

  Karen Mangia's book, 'Listen Up! How to Tune In to Customers and Turn Down the Noise' talks about the importance of listening to the voice of the customer in the business world.  Continue Reading

• 7 ways to avoid remote work burnout in call centers

  Many factors contribute to remote work burnout, including juggling too many tasks, isolation and a work-life balance. Here are some tips for managers to help minimize burnout.  Continue Reading

• How to write a marketing email: 10 tips

  There are a number of components that make up a compelling marketing email, including content readers want, photos and videos, calls to action and mobile optimization.  Continue Reading

• Why social media is key to collecting customer feedback

  Social media offers companies a way to hear opinions about their products, as well to interact with customers to improve CX. Businesses must know how to gather and use feedback.  Continue Reading

• A breakdown of inbound marketing vs. demand generation

  Inbound marketing and demand generation are easy to confuse, but they are different. While inbound marketing is marketing-centric, demand generation tends to be more sales-centric.  Continue Reading

• Call center customer experience ROI is more about metrics

  When measuring contact center ROI, don't get caught up in dollar signs. Focus on CX metrics, including the length of customer calls, wait times and net promoter scores.  Continue Reading

• 2 Customer Workflows: Drive Customer Loyalty with Connected Digital Workflows

  When the unexpected happens, customers want to know they can depend on you to hear them and meet their needs.  Continue Reading

• 6 customer retention best practices for businesses to heed

  Customer retention is essential to an organization's success, so it's important to keep customers educated, engaged and feeling as though they're part of the business family.  Continue Reading

• Diversity in customer experience hinges on root-cause analysis

  Sandra Mathis and Stephanie C. Harris discuss diversity and inclusion, and the necessity of addressing them at an internal level before customers see change.  Continue Reading

• Combat event fatigue with a virtual event marketing strategy

  Virtual events can be a great way to generate leads and improve customer retention -- but only when done right. Here are some ways that marketers can host a successful online event.  Continue Reading

• Simplify employee and customer experiences to adapt and grow

  Ricardo Saltz Gulko breaks down how organizations can focus on improving employee and customer experience by simplifying complex processes.  Continue Reading

• Tech virtual conferences plagued by problems, boredom

  Tech vendors staging virtual events during the pandemic have stumbled in trying to reproduce the in-person conference experience. Some have succeeded.  Continue Reading

• Customer experience involves people, process and tools equally

  Robert Azman breaks down why people, process and tools are all crucial for a successful customer experience strategy.  Continue Reading

• Discover the leading CX management software vendors

  Take a look at these in-depth roundups that detail the leading products that help companies manage their customer experience, as well as their notable features and buying options.  Continue Reading

• As stores reopen, e-commerce is king in luxury retail

  Brick-and-mortar stores are reopening, but that doesn't mean retailers should lessen focus on online experiences. Olivela, a luxury retail company, strategizes for beyond COVID-19.  Continue Reading

• What IT leaders need to know about customer data platforms

  Customer data platforms offer a lot, but many IT decision-makers remain skeptical -- there's still plenty of confusion over what they are. Find out what companies get with them.  Continue Reading

• 10 ways to improve CX when developing virtual agents

  Consider these 10 methods when building new virtual agents for your clients to help balance design, user experience, technical feasibility and business value.  Continue Reading

• Brands focus on messaging, empathy in crisis marketing mode

  There is no single way for businesses to approach marketing in a crisis, but no matter how they choose to address the situation, they must be sensitive to their customers.  Continue Reading

• 4 best practices for call center management

  An effective contact center is a result of strong management and knowledgeable agents. Management teams must invest time and energy in training their employees properly.  Continue Reading

• Preparing your customer experience strategies for the new normal

  As companies prepare to reopen following the lengthy shutdown due to the pandemic, they need to learn how their customers feel and how best to adapt to serve them.  Continue Reading

• Building customer relationships is central to loyalty

  Raghu Kalé's book, Loyalty and Sacrifice, discusses what it means for businesses to build relationships and create true customer loyalty -- going beyond repeat sales.  Continue Reading

• Life and business post-COVID-19 for employees and companies

  The COVID-19 pandemic has changed how companies interact with both employees and customers. Karl Sharicz offers a look at what he sees from a CX perspective going forward.  Continue Reading

• Building a successful CX governance operating model

  When developing a CX governance operating model, leaders should consider four key components: people, measurement framework, processes and tools and technologies.  Continue Reading

• 3 key training areas for remote sales success

  Remote work is easy for some departments, but sales teams may struggle without in-person interactions. Businesses should train sales reps to be successful while working from home.  Continue Reading

• Email, social media marketing strategies adjust amid COVID-19

  Businesses lean on email, social media marketing and softer brand messaging to keep customers engaged while the coronavirus keeps the world quarantined at home.  Continue Reading

• Educate, empathize in social media strategy during coronavirus

  Social media offers an opportunity to connect during a period of isolation, but brands should be careful when adjusting social media strategies. Here are some words of advice.  Continue Reading

• Coronavirus CX strategy should be flexible, feedback-driven

  During the COVID-19 pandemic, businesses should understand customer needs and prepare their customer service employees for remote work as a part of their adjusted CX strategies.  Continue Reading

• 4 tips for creating a crisis marketing strategy

  With a captive audience at home during the coronavirus crisis, many businesses are rethinking their marketing strategies. Influencer marketing is one route to go.  Continue Reading

• 3 ways CRM improves customer experience

  To be efficient, businesses need their information in one place. Using a CRM system, companies can improve CX by keeping track of their customers and automating business processes.  Continue Reading

• 9 steps for negotiating deals with Salesforce

  Understanding the Salesforce fiscal calendar, motivations of sales agents and what your businesses needs from a deal are key steps in negotiating contracts with the CRM giant.  Continue Reading

• Top 3 ways to increase engagement in e-commerce

  Engagement is a key component of relationships between customers and businesses, and it is essential for fostering an exceptional customer experience.  Continue Reading

• Mystery shopping software key to customer experience management

  Businesses use mystery shopping platforms, comment cards, brand reputation management and more to identify customer pain points and improve customer experience.  Continue Reading

• Collaboration tools in the workplace boost customer experiences

  Collaboration tools improve personal digital experiences internally for contact center agents, marketers and sales pros and externally for customers in an e-commerce environment.  Continue Reading

• Salesforce adds new features to Trailhead Live and Go mobile app

  Trailhead Live now features a live chat option and is available on Trailhead Go. While the mobile app fills a need, users still gravitate toward the desktop version.  Continue Reading

• 4 ways to create an effective personalization strategy

  Creating a personalization strategy can ensure that businesses offer the best possible experience to customers, with simple yet effective interactions.  Continue Reading

• 5 terms to know before creating a sales enablement strategy

  Sales enablement is important for companies to drive efficiency, maintain customer satisfaction and stay organized. Sales enablement uses different tools and strategies to do this.  Continue Reading

• Salesforce salary survey shows increase in Trailhead use

  The annual Mason Frank International survey shows the top two Salesforce certifications are administrator and platform app builder. Trailhead use has also increased.  Continue Reading

• 4 digital marketing best practices for businesses

  Some digital marketing strategies for reaching customers include creating empathy and trust in marketing campaigns, personalizing content and having an omnichannel presence.  Continue Reading

• CXO role requires tenacity, cross-departmental influence

  The CXO role is fairly new to businesses, focusing on customer experience strategies across the entire enterprise. In this Q&A, an executive discusses what makes a CXO successful.  Continue Reading

• 4 contact center trends that drive customer experience

  Modern contact centers are making a variety of improvements, such as incorporating AI and chatbots. Learn about four contact center trends that are poised to improve CX.  Continue Reading

• 5 common call center terms to know

  Businesses interact with customers in a variety of ways, including via phone calls and chatbots. Here are some call center terms that define these interactions.  Continue Reading

• Software CDP features don't equate to CDP branding

  While many tech companies have software with customer data platform attributes, some vendors, such as Salesforce and Oracle, don't put the CDP label on them.  Continue Reading

• Customer engagement strategies focus on mobility, loyalty programs

  The Miami Heat and JetBlue both use mobile apps and loyalty rewards programs to engage their customers -- inside their places of business and at home.  Continue Reading

• Big retailers share their CX strategies

  Effective customer experience strategies have a big impact on business success. Hear what Carnival Corp., Ritual Cosmetics and Ashley Stewart have to say about CX.  Continue Reading

• 4 voice of the customer methods to improve CX

  To improve customer experience, organizations can use mystery shopping programs, social CRM and surveys to gather data from interactions with consumers.  Continue Reading

• AppExchange, acquisitions key to the future of Salesforce

  In the first 20 years of Salesforce's history, acquisitions and products drove rapid growth. In the next 20, AppExchange partners will play a crucial role in the company's growth.  Continue Reading

• Salesforce Trailblazer community must keep pace to fuel growth

  Salesforce Trailhead's mission is to provide current and prospective customers with admins and developers. Growing that talent pool is crucial to Salesforce's health.  Continue Reading

• How Netflix uses emotional analytics to improve CX

  Emotional analytics enable businesses to obtain customer feedback without words. Netflix employs this tactic as a means to engage and retain customers.  Continue Reading

• Microsoft CDP helps businesses unify customer data

  Microsoft Dynamics 365 Customer Insights takes data from disparate sales, service and marketing systems to bring it all into one golden record of the customer.  Continue Reading

• Salesforce customers supplement CRM with AppExchange tools

  Salesforce customers are turning to the AppExchange to supplement their CRM function. Many find AppExchange tools to be more cost-effective and to integrate better with the CRM.  Continue Reading

• Small customer data platforms fend off big tech with service, features

  With Microsoft, Oracle and Adobe releasing customer data platforms, to be followed by Salesforce and SAP, small CDPs defend their turf with more features, better service and pricing  Continue Reading

• Have success with SAP C/4HANA on-premises-to-cloud migration

  There is no one way to complete a CRM platform migration, but a little planning and asking questions along the way can ensure you are on the road to success.  Continue Reading

• Influencer marketing best practices to reach millennials, Gen Z

  To reach the millennial and Gen Z consumer, you need to build trust and create experiences. Follow these tips to spin up an influencer marketing campaign.  Continue Reading

• These are the ABCs of marketing in the digital age

  Audience understanding, behavior analysis, marketing convergence and accessible design are the ABCs of marketing in the digital age, according to Microsoft's Purna Virji.  Continue Reading

• Salesforce Einstein Vision sinks teeth into shark recognition

  Using drones and a modified version of Salesforce's Einstein Vision, marine biologists at the University of California, Santa Barbara, can track and identify great white sharks.  Continue Reading

• Gen Z marketing strategies can benefit from new technology

  Gen Z expects companies to be on the cutting edge of CX tech. New technology can help companies keep up with these demands, without having to spend a fortune on strategy or software.  Continue Reading

• Field service providers drive CX, engagement, retention

  Manuel Grenacher, general manager of SAP Service Cloud, offers tips for using CX best practices to improve the lives of both field service providers and the people they service.  Continue Reading

• Customer engagement fuels retail success

  Down, but not out? It's a fitting description for the current state of traditional retail stores. But there are many ways retailers can still win against online competition.  Continue Reading

• Martech strategy, Agile marketing are trends to follow

  As the marketing model changes, businesses can adopt thousands of different marketing technologies to better reach customers and improve customer experience.  Continue Reading

• Upselling customers adds ROI gold to contact center channels

  AI, analytics and customer service technologies can predict behavior and secure brand loyalty, but generating impulse buys adds a new ROI wrinkle to the evolving contact center.  Continue Reading

• How business messaging benefits customer experience

  Who wants to call a company and wait on hold? Or, worse, send an email and wait for a response? Business messaging can avoid these hang-ups and help brands improve all stages of CX.  Continue Reading

• Organizations reap benefits of mobile CRM apps

  Salesforce now offers organizations such as Cornell University the ability to render CRM systems as apps, making it easy to manage students and faculty at a number of colleges.  Continue Reading

• SAP CX tools evolve in the face of data privacy, AI

  'Experience data' from Qualtrics will help SAP boost its customer experience offerings. The company is also considering how AI can help and where privacy concerns fit into the CX landscape.  Continue Reading

• To predict customer buying behavior, stop, look, listen, analyze

  Determining customer wants and needs to devise personalization strategies based on that data takes advanced technologies and the old-fashioned direct approach.  Continue Reading

• Customer personalization relies on tools, tactics, metrics

  Measuring the success of personalized engagements across multiple channels and making adjustments can help improve CX, differentiate offerings and increase sales.  Continue Reading

• Princess Cruises puts real-time customer experience into action

  The Ocean Medallion provides real-time CX to passengers on Princess Cruises. The technology enables vacationers to automatically open stateroom doors, locate companions and more.  Continue Reading

• Businesses use AI to improve customer experience

  Chatbots, virtual agents, computer vision and other AI-related technologies on display at a recent tech conference are being used to improve customer experience.  Continue Reading

• Customers stay connected with Talkdesk 100% uptime SLA

  Talkdesk customer Cognosante sees 50% cost savings after switching to the vendor's contact center software and, so far, has seen no interruptions in service.  Continue Reading

• Contact center AI: Agents may be training their replacements

  The goal for software developers training sophisticated agent-assist AI tools for contact center software platforms could be 'superbots' far smarter than today's chatbots.  Continue Reading

• Autonomous, self-service technology can't replace human touch

  Self-service and autonomous technology can be found in any number of businesses, including hospitals, restaurants and retail -- but they are not a substitute for human interaction.  Continue Reading

• Uber mall kiosks act as brick-and-mortar storefronts

  Uber uses digital mall kiosks as storefronts to recruit drivers, and an integrated video conferencing app enables users to interact with remote agents.  Continue Reading

• Enosix CMO, who branded SAP Leonardo, talks martech strategy

  Shawn Reynolds, the former architect of SAP's Leonardo AI brand, moves to SAP-Salesforce integrator Enosix. He discusses marketing strategy in this age of overwhelming martech choices.  Continue Reading

• The evolution of call centers to experience centers

  The call center has evolved over the years, moving from phone-based systems to multichannel contact centers. The next move is toward a customer experience center.  Continue Reading

• Contact center-as-a-service platforms here, but face hurdles

  Cloud contact center platforms offer promise, migrating agents into a flexible environment. Contact centers, a long-established on-premises IT world, are slowly starting to adopt them.  Continue Reading

• Businesses see increasing importance of video conferencing

  Video chat is another channel for businesses to interact with employees and customers. Learn why businesses are placing increasing importance on video conferencing and about its effects on CX.  Continue Reading

• Cattlemen group uses Google AI to build a chatbot

  Wondering 'where's the beef?' Ask Chuck, a chatbot created by the National Cattlemen's Beef Association -- one of hundreds of bots being deployed thanks to AI tools.  Continue Reading

• Pega Cloud is Pegasystems' preferred platform

  In a Q&A, Alan Trefler, Pegasystems CEO and chess master, ruminates about the cloud, the symbiotic relationship between chess and AI, AI inflation, and the pivot to CX.  Continue Reading

• Oracle's CX strategy points toward real-time responses

  As data increasingly becomes key to an effective CX implementation, Oracle's CX strategy points to what technology it's focusing on to win over corporate customers.  Continue Reading

• Online scheduling platforms open new channel for customers

  New customer-centric tools book demos in Salesforce at a customer's bidding, automating processes that took multiple email messages and forms -- sometimes losing leads in the process.  Continue Reading

• Salesforce buys Salesforce.org: What that means for customers

  Salesforce.com bought Salesforce.org. Nonprofit Cloud customers mull changes they hope to see now that all Salesforce products are under one umbrella.  Continue Reading

• Add real-time customer experience to your CX strategy

  At its recent CX conference, Oracle emphasized how important it will be to provide real-time CX. Users and analysts weigh in on how plausible that actually is.  Continue Reading

• AI customer self-service platforms show analytical maturity

  AI-enabled self-service platforms graduate from traditional customer support activities to more sophisticated methods of analyzing data on customer wants, needs and behavior.  Continue Reading

• AI sales forecasting tools soothe sales-marketing rivalries

  Sales forecasting vendors such as Clari extend reach into enterprise marketing, leveling the data and, with AI, solving an old problem: conflicting numbers on quarterly forecasts.  Continue Reading

• 7 features of CX management tools to consider

  Using CEM tools can help companies monitor, improve and manage the customer experience. Read on to learn what to look for when choosing CEM tools.  Continue Reading

• 5 must-read CX trends uncovered at Adobe Summit

  As CRM, customer service, marketing and e-commerce morph into customer experience, Adobe speakers, partners and users pinpoint five trends in CX to watch develop in the next two years.  Continue Reading