Evaluate
Weigh the pros and cons of technologies, products and projects you are considering.
Evaluate
Weigh the pros and cons of technologies, products and projects you are considering.
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
Businesses can achieve 360-degree customer view using AI
AI can be a powerful tool to analyze large amounts of customer data and improve CX. Here are some areas in which AI can be of assistance in your organization. Continue Reading
How can customer relationship metrics benefit CX?
Companies often look at customer relationship metrics to determine how customers feel about a brand. Here are examples of how to obtain and use information to qualify customer relationships. Continue Reading
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Nectar launches Customer Experience Assurance platform
The new product includes features like auto-discovery and real-time alerting intended to enable contact center teams to test and discover network issues in a timely manner. Continue Reading
4 customer data collection best practices to follow
Building a good customer data collection strategy can be difficult. These tips explain how to collect data and how to use it to improve customer experience. Continue Reading
Evolving contact center services reshape engagement strategies
As consumer expectations increase the need for more satisfying omnichannel engagements, the role of the contact center takes on greater importance and complexity.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
Security, management updates made to LogMeIn Bold360
LogMeIn has updated the search optimizer, monitor view and workload organization features in its live agent and chat bot customer engagement and AI software platform Bold360.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
4 ways customer feedback benefits marketing strategies
Leela Srinivasan of SurveyMonkey offered tips on using customer feedback data to inform enterprise marketing strategy during a session at Inbound 2019.Continue Reading
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Humor in marketing can engage, retain customers
Humor can be a powerful marketing weapon -- when used correctly. Here are some tips and examples that businesses can use to better connect with customers.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
Learn how to build a Salesforce app in 4 steps
Salesforce users can follow these steps to create sophisticated codeless apps that integrate the Next Best Action feature using the Lightning App Builder.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
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
Customer data management tools shape personalization, boost CX
In this guide, learn about the many tools, including customer data platforms, that collect and analyze data from disparate sources and provide a single, 360-degree customer view.Continue Reading
How do customer service and customer success differ?
Tripped up on the difference between customer service and customer success? In short, service is reactive and success is proactive, but both aim to solve problems for the customer.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
Customer service technologies revolutionize CX engagements
This Essential Guide examines the strategic and multidimensional role customer service and its technologies now play in personalized customer experiences over multiple channels.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
3 call routing methods to consider in your contact center
Contact center call routing methods include next-available agent, skill-based and predictive; however, each strategy has pros and cons. Learn what is best for your business.Continue Reading
Businesses use AR/VR in CRM to boost customer experience
Businesses are using augmented reality -- and its cousin virtual reality -- in applications across many industries. Where CRM is concerned, AR/VR may represent a big leap forward.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
Why use third-party marketing automation instead of native CRM tools?
Though many CRM platforms offer native marketing automation tools, many organizations find it beneficial to use a third-party application, such as Eloqua or Marketo.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
How do Salesforce Next Best Action and Prediction Builder differ?
The Salesforce Einstein Prediction Builder and Next Best Action components look similar to the untrained eye, but each product works in a different manner.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
What you need to know about Flow Designer vs. Flow Builder
Salesforce Flow Designer is on the way out, Flow Builder is in -- sort of. The new update includes features that may not make a big difference for developers.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
Customer experience management enhances branding and success
Customer retention depends on a good customer experience. CX management provides a 360-degree view of customers so buyers must find the right platform to match their needs.Continue Reading
How to choose marketing automation software
Learn how to improve your organization's marketing efficiency and assess which offerings from top marketing automation vendors will best meet your business needs.Continue Reading
Advanced self-service platforms open new customer frontiers
Self-service platforms and chatbots can improve the customer experience, but they can also frustrate users. Learn what works, what doesn't and what needs improvement.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
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
Gaming company boosts call center employee engagement
Gaming company Electronic Arts boosts customer experience by using a design thinking strategy to improve the employee experience in call centers.Continue Reading
Marketing automation tools deliver personalization, customer focus
When buying a marketing automation product, it's important to consider key features, how the tool addresses the organization's size, deployment options, support and pricing.Continue Reading
Ensure a good customer experience with CEM software
CEM software helps companies track, measure and manage the customer experience. Read on to learn just how it differs from CRM software and what a good CEM system should include.Continue Reading
Maximize and manage customer experience with CEM tools
CEM software provides the technological support necessary to successfully manage the customer experience. Discover the extensive benefits the right platform can provide.Continue Reading
Make marketing automation software choices to fit business needs
Examine what core features leading marketing automation software vendors -- including Adobe, HubSpot and Oracle -- and CRM vendors -- including Microsoft, Salesforce and SAP -- offer.Continue Reading
Trends to follow: Voice SEO and CX personalization
Voice and personalization are CX trends to follow as businesses place more emphasis on customer experience, according to analysts at Oracle's Modern Customer Experience conference.Continue Reading
Choosing between single- vs. multivendor strategy for CRM
There are two ways to set up a CX tech stack -- either an integrated CRM suite or best-of-breed approach. There are benefits to each model, and the two are compared here.Continue Reading
The pros and cons of customer service AI
AI is growing deep roots into cloud-based support services, but there remains a question of whether it can provide the empathy and understanding that brand loyalty requires.Continue Reading
3 ways the data scientist role benefits CX teams
CX teams don't traditionally include the data scientist role, but adding one can help derive more value from customer data than a CX analyst or canned analytics software can.Continue Reading
AAA discovers benefits of Salesforce Service Cloud software
Using Salesforce Live Agent and Salesforce Service Cloud, AAA Carolinas increased member engagement by 330% and reduced service response time by 54%.Continue Reading
CEO plots course for Televerde women's prison call centers
Working at a Televerde women's prison call center outpays many inmate jobs and sets agents up for careers on the outside. CEO Morag Lucey discusses how the company keeps current.Continue Reading
Salesforce makes push for diversity in technology
Salesforce is maneuvering into industry leadership, making a diverse IT community a priority. Its product development strategy seems to have been crafted with such diversity in mind.Continue Reading
Giving inmates a second chance as prison call center agents
Televerde staffs contact centers with incarcerated women, where they are paid the federal minimum wage. CEO Morag Lucey and COO Vince Barsolo discuss the model.Continue Reading
Salesforce-Apple partnership deepens with new SDK for iOS
The updated Salesforce mobile SDK makes it easier for developers to build native Salesforce apps for iOS devices using Swift, Apple's programing language.Continue Reading
4 chatbot success metrics to bolster CX
Chatbot success can be measured using a number of metrics. Each helps improve the customer experience. Read on to learn which KPIs are beneficial for improving CX.Continue Reading
How does the chief customer officer role benefit CX?
The chief customer officer serves in many capacities, some of which include overseeing customer experience, sales, and service and support contacts, as well as unifying customer contact.Continue Reading
How are Nonprofit Cloud and Philanthropy Cloud different?
Charitable organizations partner with Salesforce.org through two cloud services: Nonprofit Cloud and Philanthropy Cloud. Read on to discover how the two differ.Continue Reading
Is dialer technology relevant to CX projects?
Live chat is still the preferred method of communication in contact centers, and the use of autodialers helps free up salespeople to speak with callers.Continue Reading
Why is the Salesforce administrator role so crucial?
Salesforce administrators serve as analysts, trainers and advisers in their roles. Companies can employ one or more Salesforce admins, depending on how the business is organized.Continue Reading
How Salesforce.org's Philanthropy Cloud and Nonprofit Cloud differ
Salesforce.org's Nonprofit Cloud and Philanthropy Cloud both partner with nonprofit organizations but in different ways. The uses of each are compared here.Continue Reading
Industrial engineering company chooses integrated CRM for CX needs
Through partnering with only Oracle for all of its CX needs, Schenck Process realizes the benefits of an integrated CRM over multiple products.Continue Reading
AMAC prioritizes first call resolution for a better CX
AMAC uses TetraVX unified communications and the cloud contact center platform Five9 in its three call centers to improve agent workflow, as well as member experience.Continue Reading
CRM and CX management at crossroads in the customer journey
CRM will live on in enterprise IT -- in some form -- for some time to come. But many brands are pivoting to the customer experience management models of doing business.Continue Reading
CRM vs. CX: How companies are pivoting in philosophies
It might be time to retire the decades-old concept of CRM now that CX is appearing everywhere. Learn how embracing CX alters the thinking of enterprise leadership.Continue Reading
CX strategy a vital part of modernizing a business
Consumers are providing retailers with more data than ever before, with expectations that they will receive a personalized experience. But that can be challenging for retailers.Continue Reading
CRM for government, Salesforce improve D.C.'s 311 agency
The Office of Unified Communications in Washington, D.C., said it improved its constituent relationships with Salesforce Service Cloud and Einstein Analytics.Continue Reading
What was the purpose of Salesforce's MuleSoft acquisition?
Salesforce completed the acquisition of MuleSoft in May 2018, gaining large customers, such as Coca-Cola and Anheuser-Busch, and adding beneficial technology to its platform.Continue Reading
How do Salesforce Success Cloud and Trailhead differ?
Success Cloud and Trailhead work hand in hand, enabling Salesforce users to make the most out of the platform and overcome obstacles along the journey.Continue Reading
The differences between CRM vs. CX strategy
CRM and CX seem very similar, but examining the principles of each shows emerging CX approaches focus on customer retention. We compare and contrast the two.Continue Reading
Assess priorities before purchasing a marketing automation platform
The promise of marketing automation is exciting, but the proliferation of tools can be intimidating. Learn how to dispel the confusion when buying a marketing automation product.Continue Reading
Guide to AI in customer service using chatbots and NLP
Learn how AI and natural language processing technologies work together to create virtual agents. Examine the benefits of chatbots in contact centers and the skepticism surrounding their use.Continue Reading
Customer data to play important role in CX software in 2019
Analysts see customer data continuing to be the main objective for CX companies, and that integration between platforms and third-party applications will grow in importance.Continue Reading
Acquia transforms from WCM to digital experience platform
Acquia's product roadmap is a metaphor for many WCM vendors, which must focus on digital experience to remain competitive in a quickly evolving market.Continue Reading
Salesforce Service Cloud Einstein AI's Next Best Action, Bots
Salesforce closes the distance between its cloud Einstein AI and IBM's Watson with flashy new features, as Service Cloud bows a no-code bot builder and a next best action tool.Continue Reading
Salesforce acquisitions a big part of CRM vendor's busy 2018
Again, 2018 showed how important acquisitions are to Salesforce's growth and expansion into markets such as AI, e-commerce, integration and collaboration.Continue Reading
Einstein Bot, Einstein Voice create new Salesforce channels
Born to compete with IBM's Watson, the Einstein cloud AI is in its third year of life and is exhibiting all the traits of a typical 3-year-old.Continue Reading
Guidelines for navigating the sales software market
Figuring out whether your organization needs sales force automation, sales enablement or sales forecasting tools can be challenging, and that's before factoring in AI.Continue Reading
CRM for nonprofits rewires charitable giving
Salesforce.org Nonprofit Cloud and marketing automation tools help charitable organizations gain and retain valuable donors, giving them a more positive experience.Continue Reading
5 tips for picking a call center customer experience platform
Change comes to customer contact centers as cloud systems and the customer experience movement force IT leaders to rethink software stacks. Here's advice for choosing your next platform.Continue Reading
Customer service AI tools can improve contact center
By adding AI to its Salesforce Service Cloud integration, Nokia is trying to bring a proactive approach to customer service, while adding AI to workflow.Continue Reading
Customer support automation for B2B requires human touch
Robert Johnson of TeamSupport and Sandy Crowley of ICANotes offer tips on how B2B companies can use automation to supplement human customer support services.Continue Reading
Why sending personalized marketing emails is an effective strategy
For some companies, personalizing email newsletter content still proves to be a highly effective marketing strategy for engaging customers and driving sales.Continue Reading
Marketing automation tools make personalization possible
Marketing automation software can be a game-changer for sales and marketing departments, as it helps simplify campaign management and gauge the performance of marketing efforts.Continue Reading
Using Shuttle to track sales leads and close deals
Using Shuttle to track sales leads, sales reps at CBC Settlement Funding can focus less on coordinating follow-up emails and nurturing campaigns and more on closing deals.Continue Reading
Salesforce salary survey details pay among professionals
A new survey of Salesforce professionals, published by Mason Frank International, analyzes Salesforce salary data, employment trends and diversity.Continue Reading
4 signs Salesforce skills demand outpaces talent pool
Survey points to four reasons the demand and salaries for Salesforce admins, developers and other professionals is high, but talent pool can't meet it.Continue Reading
Will Salesforce decaNLP model live up to the hype?
Salesforce's decaNLP model made a big splash at Dreamforce. But can it deliver on its promises? Here's what to expect from the natural language processing initiative.Continue Reading
Q&A with IBM Watson's call center AI tech lead
We sit down with IBM's contact center AI lead to talk about chatbots and their evolving role as human customers and support agents learn to coexist with them.Continue Reading
How enterprises use dynamic pricing algorithms with AI, CRM
Born out of the '80s era of airline deregulation, dynamic pricing finds new life and popularity when mixed with AI. In this Pipeline podcast, we talk with Ulrich von Beck of Pros.Continue Reading
Invest in people for better customer experience in marketing
At the MarTech conference, analysts discussed the importance of customer experience in marketing, customer data protection and designated martech leadership.Continue Reading
AI sales technology trends for 2019 and beyond
AI automation tools for sales technology have the potential to lead sales teams toward certainty in their decision-making, grow pipelines and reduce risks.Continue Reading
How artificial intelligence in customer service improves CX
AI in customer service enables products and services companies to respond to consumers before the customer experience breaks down and negatively affects retention.Continue Reading
Salesforce implementation offers window into partner management
Implementing Salesforce Sales Cloud, Service Cloud and Community Cloud has enabled a national window treatment company to streamline its operations.Continue Reading
Einstein artificial intelligence leaves headroom for AI tools
Einstein AI shines, but sometimes Salesforce customers customize their cloud with additional AI tools in hopes of launching sales revenue into hyperspace.Continue Reading
Sales enablement tool uses AI to hone pitches
Sales enablement AI goes beyond Einstein lead scoring as Brainshark applies sentiment and other analyses to practice videos that salespeople create before meeting customers.Continue Reading
Customer service chatbots gain ground
As chatbots begin to replace email as the go-to customer service channel, more and more companies are using AI and natural language processing to improve their chat services.Continue Reading
Salesforce Health Cloud for Payers brings CRM to insurance
With its CRM system for payers, Salesforce is targeting a competitive market in which health insurers are fighting for members seeking lower costs and better health outcomes.Continue Reading
Tea Forte steeps value from new B2C CRM
B2B CRM vendors like Marketo and Salesforce have tailored their wares for consumer-facing businesses, but B2C CRM vendor Zaius proved to be the right cup of tea for one company.Continue Reading
Augmented reality in retail transforms customer experiences
Retailers like Hershey's are experimenting with augmented reality to take the customers' experience beyond a smartphone screen and drop it into their living rooms.Continue Reading
Cannabis CRM replicates dealer-customer relationship
When a big-city medical marijuana business wanted to better serve clients, it opted for cannabis CRM software that tries to replicate the traditional dealer-customer relationship.Continue Reading
Activists get organized with new Salesforce CRM for nonprofits
Salesforce has adapted its CRM for nonprofits, giving activists a lower-cost way to track fundraising, organize activities and keep their communities engaged.Continue Reading
Separating customer service chatbot hype from reality
Vendors claim consumers want self-service chatbots. Turns out they'd rather scrub toilets or go to the dentist than converse with customer service in general, bots included.Continue Reading
Tips and tricks for interacting with customers on social media
To customers, all channels are equal: phone, email, voice, video, chat, text messaging and social media. But managing social media customer interactions can be thornier.Continue Reading