New & Notable
News
ServiceNow's Autonomous CRM takes aim at Salesforce
ServiceNow adds CRM and marketing automation features to its stack.
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.
News
Agentforce Operations tackles workflow orchestration
Agent bundle, with some vertical-industry customizations, reaches across back-office applications to automate processes.
News
As Claude Design debuts, Adobe users -- and buyers -- shrug
Is "democratizing taste" in design a good thing?
Trending Topics
-
Marketing & Sales News
ServiceNow's Autonomous CRM takes aim at Salesforce
ServiceNow adds CRM and marketing automation features to its stack.
-
E-Commerce Evaluate
Augmented reality CX adoption still in its early stages
The enterprise adoption of AR in CX is limited because of key obstacles, including system integration issues, budgeting structures and tech standardization glitches.
-
Customer Service & Contact Center Manage
Fix the service path before you optimize it with AI
Contact center AI can improve routing, self-service and agent support, but it cannot fix weak journey design, broken handoffs or service problems created upstream.
-
Customer Experience Management 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.
-
Customer Data Management Problem Solve
How to centralize customer interaction data in one platform
Organizations often have reams of customer interaction data. But how do they centralize and unify this information? Well, a customer data platform helps.
-
CRM Tools & Strategy
AI pricing is turning into a software management problem
As vendors embed AI into products, bundle it into suites and add orchestration layers, enterprises are finding AI harder to price, isolate and manage.
Sponsored Sites
-
Customer Experience
Deliver a Greater Customer Service Experience with ServiceNow CSM
Learn how ServiceNow CSM can help you on your journey to provide the ultimate customer service experience.
-
IT Workflows
Transform Your Organization With Modern and Resilient IT Services
Learn how ServiceNow’s IT solutions can help your organization seize the upside of operational resilience and raise employee agility.
-
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.
Featured Authors
Find Solutions For Your Project
-
Evaluate
12 generative AI tools for marketing and sales teams
Generative AI tools can automate content creation, personalize outreach and analyze customer data. Compare 12 tools for marketing and sales teams.
-
How AI reshapes upselling in customer experience platforms
-
How agentic AI modernizes outbound sales campaigns
-
contact centers shift to customer-centric processes
-
-
Problem Solve
How to centralize customer interaction data in one platform
Organizations often have reams of customer interaction data. But how do they centralize and unify this information? Well, a customer data platform helps.
-
How contact centers detect and prevent fraud
-
IT's budgetary nightmare: Tech buyers face AI pricing variance
-
10 strategies to improve contact center agent performance
-
-
Manage
Fix the service path before you optimize it with AI
Contact center AI can improve routing, self-service and agent support, but it cannot fix weak journey design, broken handoffs or service problems created upstream.
-
10 essential skills for modern contact center agents
-
5 customer journey phases businesses should understand
-
6 contact center trends shaping the future of customer service
-
Customer Experience Basics
-
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.
-
Get Started
How to choose a customer data platform in 5 steps
Choosing a customer data platform starts with more than features. Learn how to evaluate CDP goals, integrations, governance and costs before you buy.
-
Get Started
Top 12 customer experience metrics and KPIs in 2026
Net Promoter Score is one of the most widely used CX metrics, but teams should also track CSAT, CES, churn, retention and other KPIs to measure performance.
Multimedia
-
Get Started
The history and evolution of CRM
-
-
Get Started
The evolution of chatbots and generative AI
Vendor Resources
- Modernization in banking –Product Overview
- 9 End-User Experience Monitoring Tools to Know –Buyer's Guide
- Navigating 7 Digital Experience Monitoring Challenges –Blog
-
News
View All -
Marketing and sales
ServiceNow's Autonomous CRM takes aim at Salesforce
ServiceNow adds CRM and marketing automation features to its stack.
-
Customer experience management
Agentforce Operations tackles workflow orchestration
Agent bundle, with some vertical-industry customizations, reaches across back-office applications to automate processes.
-
Customer experience management
As Claude Design debuts, Adobe users -- and buyers -- shrug
Is "democratizing taste" in design a good thing?
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