New & Notable
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.
News
Agentic orchestration, the next AI issue for CIOs to tackle
Salesforce, ServiceNow, AWS and others would like to manage all of your AI agents.
Manage
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.
News
Agentic AI security focus of ServiceNow acquisition targets
ServiceNow attempts to build one (secure) platform to rule them all.
Trending Topics
-
Marketing & Sales News
What Salesforce's AI agents can do for nonprofits
Salesforce Agentforce Nonprofit goes live, extending agentic AI to resource-constrained organizations.
-
E-Commerce Evaluate
At this juncture, AI's influence on e-commerce is still muddy
The bottom line: AI is driving some sales, but it's hard to quantify.
-
Customer Service & Contact Center News
Agentic AI security focus of ServiceNow acquisition targets
ServiceNow attempts to build one (secure) platform to rule them all.
-
Customer Experience Management News
Agentic orchestration, the next AI issue for CIOs to tackle
Salesforce, ServiceNow, AWS and others would like to manage all of your AI agents.
-
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.
-
CRM Tools & Strategy Evaluate
How accounts receivable AI increases cash flow and efficiency
AI in accounts receivable is a financial force for many businesses as it accelerates cash collections and predicts payment behavior. The ROI is really good, too.
Sponsored Sites
-
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.
-
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.
-
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.
Featured Authors
Find Solutions For Your Project
-
Evaluate
AI creating new contact center jobs for agents
While AI spawns new customer-facing and AI support roles, contact center leaders must consider the costs associated with retooling and upskilling their workforce.
-
At this juncture, AI's influence on e-commerce is still muddy
-
How accounts receivable AI increases cash flow and efficiency
-
For Salesforce, is Ohana over?
-
-
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.
-
The top challenges of influencer marketing and their solutions
-
Contact center fraud: How to detect and prevent it
-
Why contact centers have high turnover and how to combat it
-
-
Manage
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.
-
Contact center back-end integrations drive revenue growth
-
Early adopters of agentic AI for customer service offer advice
-
12 sales pipeline management best practices
-
Customer Experience Basics
-
Get Started
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.
-
Get Started
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.
-
Get Started
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.
Multimedia
-
Get Started
The history and evolution of CRM
-
-
Get Started
The evolution of chatbots and generative AI
Vendor Resources
- The Omnichannel Playbook –White Paper
- Computer Weekly – 25 November 2025: Hacker for hire –Ezine
- Elevate customer experiences: Getting started with AI in Customer Service –Research Content
-
News
View All -
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.
-
Customer service and contact center
Agentic AI security focus of ServiceNow acquisition targets
ServiceNow attempts to build one (secure) platform to rule them all.
-
Marketing and sales
What Salesforce's AI agents can do for nonprofits
Salesforce Agentforce Nonprofit goes live, extending agentic AI to resource-constrained organizations.
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