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E-commerce AI the focus of Salesforce Agentforce updates
Salesforce updates Agentforce Commerce with AI tools for personalization.
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SAP previews AI-native systems for retailers
SAP makes AI the focus of retail vertical updates.
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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.
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Why enterprise AI is becoming a governance issue
As teams plan for the year ahead, AI decisions are shifting away from capability questions and toward ownership, control and accountability.
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Marketing & Sales News
What Salesforce's AI agents can do for nonprofits
Salesforce Agentforce Nonprofit goes live, extending agentic AI to resource-constrained organizations.
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E-Commerce News
E-commerce AI the focus of Salesforce Agentforce updates
Salesforce updates Agentforce Commerce with AI tools for personalization.
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Customer Service & Contact Center News
Agentic AI security focus of ServiceNow acquisition targets
ServiceNow attempts to build one (secure) platform to rule them all.
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Customer Experience Management News
SAP previews AI-native systems for retailers
SAP makes AI the focus of retail vertical updates.
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Customer Data Management Manage
Contact center back-end integrations drive revenue growth
By integrating contact center software with back-office apps, companies can improve employee productivity, customer satisfaction and ultimately their bottom line.
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CRM Tools & Strategy Evaluate
Why enterprise AI is becoming a governance issue
As teams plan for the year ahead, AI decisions are shifting away from capability questions and toward ownership, control and accountability.
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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.
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Why enterprise AI is becoming a governance issue
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AI creating new contact center jobs for agents
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At this juncture, AI's influence on e-commerce is still muddy
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Problem Solve
8 challenges customer success teams face
Effective customer success improves retention and growth, but many teams struggle to understand customers' goals, create a smooth onboarding process and align with sales teams.
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The top challenges of influencer marketing and their solutions
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Contact center fraud: How to detect and prevent it
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Why contact centers have high turnover and how to combat it
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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.
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Contact center back-end integrations drive revenue growth
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Early adopters of agentic AI for customer service offer advice
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12 sales pipeline management best practices
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Customer Experience Basics
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What agentic commerce means for CXOs and B2B buying
Agentic commerce, like ChatGPT shopping, could streamline B2B product procurement. But enterprise infrastructure, security and purchasing validation processes need to be figured out.
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What are virtual agents and how are they being used?
A virtual agent is an AI-powered software application or service that interacts with humans or other digital systems in a human-like manner, most often using natural language.
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Customer acquisition cost (CAC): How to calculate and reduce it
Customer acquisition cost (CAC) is the cost associated with convincing a consumer to buy your product or service, including research, marketing and advertising costs.
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The history and evolution of CRM
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The evolution of chatbots and generative AI
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E-Commerce
E-commerce AI the focus of Salesforce Agentforce updates
Salesforce updates Agentforce Commerce with AI tools for personalization.
-
Customer experience management
SAP previews AI-native systems for retailers
SAP makes AI the focus of retail vertical updates.
-
Customer experience management
Agentic orchestration, the next AI issue for CIOs to tackle
Salesforce, ServiceNow, AWS and others would like to manage all of your AI agents.
Search Customer Experience Definitions
- What are virtual agents and how are they being used?
- Customer acquisition cost (CAC): How to calculate and reduce it
- What is direct marketing?
- What is mobile CRM?
- What is field service management (FSM)?
- What are customer service and support?
- What is quality of experience (QoE or QoX)?
- What is voice of the customer? A guide to VOC Strategy