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Sitecore acquires Scrunch for answer engine optimization
Sitecore becomes the latest customer experience/digital experience vendor to add more AEO to its platform.
Evaluate
Autonomous service still needs a human handoff
AI agents, robots and automation can handle more service work, but customer service still needs human judgment, clean handoffs and coordinated ownership.
Evaluate
How to choose a B2B e-commerce platform
When choosing a B2B e-commerce platform, businesses should prioritize scalability and composability, evaluate native features and consider cost and integration challenges.
Evaluate
Context is key: The limits of experience analytics software
Experience analytics can show behavior, journeys and sentiment, but without operational, cultural, service and workflow context, organizations risk optimizing the wrong things.
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Marketing & Sales News
Sitecore acquires Scrunch for answer engine optimization
Sitecore becomes the latest customer experience/digital experience vendor to add more AEO to its platform.
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E-Commerce Evaluate
How to choose a B2B e-commerce platform
When choosing a B2B e-commerce platform, businesses should prioritize scalability and composability, evaluate native features and consider cost and integration challenges.
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Customer Service & Contact Center Manage
Is average handle time obsolete?
No, average handle time is not obsolete. This key metric, when analyzed with other metrics, can help determine contact center staffing levels and improve agent efficiency.
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Customer Experience Management News
SAP rolls out customer experience AI agents, assistants
SAP woos users with more tools to plug customer experience into back-end ERP data.
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Customer Data Management Evaluate
How AI inferred sentiment analysis unlocks customer insights
Automated customer sentiment evaluations can help organizations understand their customers better, replace manual tasks and boost revenue by uncovering buying signals.
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CRM Tools & Strategy Evaluate
Autonomous service still needs a human handoff
AI agents, robots and automation can handle more service work, but customer service still needs human judgment, clean handoffs and coordinated ownership.
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Customer Experience
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Learn how ServiceNow CSM can help you on your journey to provide the ultimate customer service experience.
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HR Solutions
Reinvent new ways to work across the enterprise with ServiceNow Employee Workflows
Learn how to increase employee satisfaction by making it easy for employees to get the HR services they need with ServiceNow solutions.
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Hyperautomation
Create a Powerful, Unified Experience with Hyperautomation and Low-Code
Learn how to deliver modern workflows, apps, and automation at scale with a single hyperautomation platform.
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Evaluate
Autonomous service still needs a human handoff
AI agents, robots and automation can handle more service work, but customer service still needs human judgment, clean handoffs and coordinated ownership.
-
How to choose a B2B e-commerce platform
-
Context is key: The limits of experience analytics software
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How AI inferred sentiment analysis unlocks customer insights
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Problem Solve
How cohort analysis improves marketing decisions
Data scientist Arun Prem Sanker explains how cohort analysis can improve segmentation, retention, personalization and customer lifetime value.
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How to centralize customer interaction data in one platform
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How contact centers detect and prevent fraud
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IT's budgetary nightmare: Tech buyers face AI pricing variance
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Manage
Is average handle time obsolete?
No, average handle time is not obsolete. This key metric, when analyzed with other metrics, can help determine contact center staffing levels and improve agent efficiency.
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Answer engines put marketing tools on notice
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AI should remove friction, not agents, from contact centers
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Fix the service path before you optimize it with AI
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Customer Experience Basics
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Get Started
Dell pushes AI personalization, but data hurdles remain
Dell doubles down on hybrid AI infrastructure as enterprises shift from experimentation to production. However, data fragmentation continues to slow CX personalization efforts.
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Get Started
Top methods for collecting customer feedback
Businesses should collect customer feedback to address customer issues and create positive experiences. AI tools can help show deeper insights into customer sentiment.
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Get Started
Understand, optimize and track customer journey touchpoints
Customer journey touchpoints enable businesses to create excellent customer experience and drive long-lasting customer loyalty -- if understood and optimized properly.
Multimedia
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The history and evolution of CRM
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The evolution of chatbots and generative AI
Vendor Resources
- The transformation imperative –White Paper
- From Consent to Activation: Connecting Privacy and Marketing –eBook
- Modernization in banking –Product Overview
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News
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Marketing and sales
Sitecore acquires Scrunch for answer engine optimization
Sitecore becomes the latest customer experience/digital experience vendor to add more AEO to its platform.
-
Marketing and sales
Dell pushes AI personalization, but data hurdles remain
Dell doubles down on hybrid AI infrastructure as enterprises shift from experimentation to production. However, data fragmentation continues to slow CX personalization efforts.
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Customer service and contact center
Zendesk adds AI tools in pursuit of autonomous service
Zendesk makes the case for an autonomous service workforce for customer and employee experience.
Search Customer Experience Definitions
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- 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