Customer engagement
Customer engagement creates better customer experience and helps customer retention rates. See how customer engagement strategies drive customer loyalty.
Top Stories
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Tip
12 Jan 2023
6 e-commerce email marketing strategies to heed
Building a database, nurturing existing customers and using an email service provider are some e-commerce email marketing strategies to help businesses increase revenue. Continue Reading
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Tip
06 Jun 2022
5 customer journey phases for businesses to understand
The customer journey contains several stages -- from the presale stage of awareness to post-sale advocacy -- and understanding each phase is key to business success. Continue Reading
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News
21 Jan 2022
Adobe, Salesforce release tools to enhance retail experience
Adobe to open beta program for store-pickup features developed in partnership with Walmart; Salesforce debuts Datorama features for retailers. Continue Reading
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News
16 Dec 2021
Biden targets federal CX improvements with executive order
President Biden issues a detailed executive order that lays out agency-by-agency federal digital experience improvement mandates -- and builds accountability into the process. Continue Reading
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News
15 Dec 2021
ServiceNow-Qualtrics partnership tackles total experience
ServiceNow CEO Bill McDermott bought Qualtrics when he ran SAP, which spun it off after he left. McDermott renews his pursuit of Qualtrics, this time with a partnership. Continue Reading
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Feature
30 Nov 2021
13 customer retention strategies that work
As the cost of acquiring new customers exceeds the cost of retaining existing customers, implementing an effective customer retention strategy should be a top priority. Continue Reading
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Feature
18 Oct 2021
How companies are rethinking digital customer experience in wake of pandemic
The Covid-19 pandemic has exposed much digital rhetoric as hollow, as companies are now rethinking the digital customer experience, leveraging instant messaging and other tools Continue Reading
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News
25 Aug 2021
Qualtrics adds BrandXM experience management tool
Qualtrics adds Brand Impact Simulator, which BrandXM users can use to model how changes in a customer experience might entice new customers to make purchases. Continue Reading
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Tip
02 Aug 2021
How relationship marketing works, its pros, cons and levels
An effective relationship marketing strategy can be a key component in acquiring new customers and retaining existing ones. Continue Reading
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Tip
30 Jul 2021
Inside 5 big-name relationship marketing strategy examples
How does Nike form an emotional bond with sneakerheads? How does Starbucks know what latte flavors customers want? The answer lies in their relationship marketing strategies. Continue Reading
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Tip
27 Jul 2021
Top 7 call center agent performance metrics to track
To measure agent productivity and performance, call center directors should keep track of these seven key metrics to see where agents need to improve and where they thrive. Continue Reading
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Feature
22 Apr 2021
Customer experience market made leap forward during pandemic
The discipline of customer experience management made significant advances during the Covid-19 crisis, according to practitioners and advocates Continue Reading
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Tip
09 Apr 2021
6 ways to use analytics to improve customer engagement
Organizations can delve into customer data to improve interactions, identify gaps and work toward better engagement. Here's how to start out, and how to build on what you have. Continue Reading
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News
01 Apr 2021
Qualtrics adds XM tools for marketing, service, B2B sales users
Post-SAP spinoff, Qualtrics moves quickly to give B2B sales users -- along with their marketing and customer service colleagues -- new features to sharpen post-pandemic business. Continue Reading
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News
04 Mar 2021
Sitecore makes personalization, e-commerce acquisitions
Sitecore's $1.2 billion investment plan for cloud modernization kicks off with the acquisition of Boxever and Four51. Continue Reading
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Guest Post
25 Feb 2021
3 ways to attract customers to your online store
Competition among e-commerce companies is high, so marketers must get creative to attract customers. Here are some ways that marketers can generate interest. Continue Reading
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Tip
12 Feb 2021
How to craft an effective multichannel marketing strategy
Multichannel marketing strategies enable a company to reach target audiences on their preferred channels, as well as provide a competitive edge compared to other businesses. Continue Reading
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Feature
27 Jan 2021
How to create a customer satisfaction survey
Businesses need to have a plan in place before sending out customer satisfaction surveys. Acting on customer feedback is just as important as collecting it. Continue Reading
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Feature
12 Jan 2021
SAP Commerce Cloud dresses up digital storefronts
SAP Commerce Cloud is designed to help companies launch digital commerce sites, which may be useful for large enterprises and digital commerce sites with complex processes. Continue Reading
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Feature
18 Dec 2020
Advanced upselling tactics, technologies expand bottom line
Upselling technologies that segment customers, predict buying habits, analyze emotions and target campaigns arm companies with the weapons to tap new revenue streams. Continue Reading
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Guest Post
10 Dec 2020
Prioritize human-centric CX and EX to survive the pandemic
Ricardo Saltz Gulko breaks down why businesses should consider a human-centric approach to employee and customer experience, and provides six principles upon which to do so. Continue Reading
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Tip
07 Dec 2020
Why companies shouldn't overlook mobile customer engagement
Companies that have a mobile customer engagement strategy can improve personalization, connect with customers over various channels and provide an easy buying process. Continue Reading
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Feature
02 Nov 2020
How to write a marketing email: 10 tips
There are a number of components that make up a compelling marketing email, including content readers want, photos and videos, calls to action and mobile optimization. Continue Reading
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Feature
28 Oct 2020
Baseball team digitizes media, uses AI to uncover metadata
The San Francisco Giants' digitization and metadata tagging project helps the baseball organization revisit old content and deliver history to engage fans. Continue Reading
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News
22 Oct 2020
CEOs discuss Twilio's Segment customer data platform buy
Twilio plans to acquire Segment's customer data platform for $3.2 billion. The CEOs for both companies discuss the deal and 'the great digital acceleration' caused by COVID-19. Continue Reading
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News
20 Oct 2020
Acquia Drupal, Marketing Cloud get feature boosts
Acquia users get Drupal migration tools and marketing automation features built with technology from recent acquisitions as the company expands its digital experience platform. Continue Reading
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News
01 Oct 2020
Pandemic speeds up digital transformation in sports
Professional sports teams and leagues are looking to the digital world as they seek other revenue streams due to the loss of fans in the seats during the COVID-19 pandemic. Continue Reading
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Feature
29 Sep 2020
Emotions analytics helps Hotels.com connect with customers
While traveling has been halted for most of us, marketing efforts in hospitality still go on, and one way to sharpen those efforts is building an emotional connection -- with data. Continue Reading
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News
23 Sep 2020
Salesforce delivers CDP, DXP and sales meeting tools
Salesforce drops a customer data platform, new virtual sales meeting tools and makes the case for its own Experience Cloud to give users an Adobe alternate. Continue Reading
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Guest Post
22 Sep 2020
How can companies handle CX opportunities during COVID-19?
The COVID-19 impact on in-person shopping experiences has changed customer service expectations; now companies must find ways to compete in e-commerce against Amazon and others. Continue Reading
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Feature
28 Aug 2020
Top virtual selling, consulting tips from IT channel firms
Even after the pandemic recedes, channel partners predict virtual selling to remain a piece of overall sales strategies. Use these tips to hone your remote sales approach. Continue Reading
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Feature
28 Jul 2020
Simplify employee and customer experiences to adapt and grow
Ricardo Saltz Gulko breaks down how organizations can focus on improving employee and customer experience by simplifying complex processes. Continue Reading
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Feature
23 Jul 2020
Tech virtual conferences plagued by problems, boredom
Tech vendors staging virtual events during the pandemic have stumbled in trying to reproduce the in-person conference experience. Some have succeeded. Continue Reading
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Feature
22 Jul 2020
How to create a great customer experience strategy in 6 steps
In today's business landscape, a powerful CX strategy is key to gaining customer loyalty and a competitive advantage. Here's how to deliver a great customer experience, plus a template. Continue Reading
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Feature
17 Jul 2020
Health and wellness business reviews use of Salesforce CMS
Zenovate pivoted from offering in-person massages to prerecorded yoga videos while the COVID-19 pandemic continues to rage. Learn how the company used Salesforce's CMS to do so. Continue Reading
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News
30 Jun 2020
Zendesk CRM adds email automation features
The Zendesk Sell CRM platform adds email automation features for customer engagement as the pandemic cuts off sales rep users' access to in-person customer meetings. Continue Reading
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Tip
19 Jun 2020
10 ways to improve the customer experience today
Many organizations struggle with where and how to improve CX, as the focus shifts from CRM to customer experience. Here are 10 strategies to use for a successful journey. Continue Reading
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News
28 May 2020
Pega Academy goes free with Trailhead-like badges
On the eve of his company's user conference, Pegasystems CEO Alan Trefler discussed COVID-19, RPA tech, free Pega skills training and a new appreciation for old rival Salesforce. Continue Reading
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Feature
26 May 2020
Preparing your customer experience strategies for the new normal
As companies prepare to reopen following the lengthy shutdown due to the pandemic, they need to learn how their customers feel and how best to adapt to serve them. Continue Reading
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News
21 May 2020
Adobe Experience Manager buoys U.S. census during pandemic
The first U.S. Census digital experience was launched in time for the pandemic, and now Adobe looks to parlay the success into more government business. Continue Reading
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News
20 Apr 2020
In COVID-19 economy, CX teams shrink despite greater need
B2B companies realign sales and marketing efforts as the COVID-19 economy creates slowdowns and layoffs for some, opportunities and new leads for others. Continue Reading
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News
31 Mar 2020
Adobe AI tools coming to Experience Cloud
This year's Adobe Summit, held online, marked the debut of the Adobe Analytics Digital Economy Index, a massively scaled gauge of online purchasing trends. That, and AI tools. Continue Reading
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Feature
26 Mar 2020
Top 3 ways to increase engagement in e-commerce
Engagement is a key component of relationships between customers and businesses, and it is essential for fostering an exceptional customer experience. Continue Reading
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Answer
19 Mar 2020
What are 4 ways to improve content experience?
Thoughtful presentation of content enables businesses to engage customers. Methods of improving content experience include social media and tailored content. Continue Reading
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Feature
10 Mar 2020
Collaboration tools in the workplace boost customer experiences
Collaboration tools improve personal digital experiences internally for contact center agents, marketers and sales pros and externally for customers in an e-commerce environment. Continue Reading
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News
31 Jan 2020
Target CIO leads retailer's digital customer experience tech makeover
Target rebuilt its technology stack from the inside under CIO Michael McNamara's watch, and plans to further refine its digital e-commerce experience. Continue Reading
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News
16 Jan 2020
Google Cloud retail strategy provides search, hosting, AI for stores
With new Google Cloud Platform tools for retailers, the search giant takes on Microsoft and AWS with its own flavor of AI and promises of better uptime. Continue Reading
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Feature
06 Jan 2020
Customer engagement strategies focus on mobility, loyalty programs
The Miami Heat and JetBlue both use mobile apps and loyalty rewards programs to engage their customers -- inside their places of business and at home. Continue Reading
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Tip
20 Dec 2019
Business text messaging examples that engage customers
Business text messaging is making its way into enterprise CRM. Texting is among the most personal contacts people receive, and with proper use, can enhance customer relationships. Continue Reading
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News
17 Dec 2019
How Amazon customer experience became e-commerce standard
Amazon made personalization, one-click shopping, quick shipping and easy returns de facto standards for all B2C and now, B2B businesses. Read about how the company did it, and what's next. Continue Reading
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News
13 Dec 2019
Qualtrics XM adds mobile, AI, information governance
SAP's influence is reflected in some new features Qualtrics revealed in its XM customer and employee experience measurement platform. Continue Reading
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News
21 Nov 2019
Salesforce Trailhead app makes learning more convenient
Learning Salesforce skills and boosting career potential gets easier with the new mobile app, Trailhead Go. Customers explore how they can take advantage of it. Continue Reading
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News
20 Nov 2019
Dreamforce 2019: Benioff puts data centre stage as protestors disrupt speech
Salesforce founder and co-CEO outlines data integration and data visualisation product vision underpinned by MuleSoft and garnished with Tableau Continue Reading
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News
07 Nov 2019
Salesforce CMS: Users can publish without leaving platform
Catering to small and midsize customers, Salesforce remixes and upgrades existing features to form a content management system for users to broadcast content to customers. Continue Reading
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News
29 Oct 2019
Salesforce Financial Services Cloud adds mortgage tools
Salesforce pushes deeper into financial services with tools to make mortgage data collection easier, and to find upsell opportunities for customers looking for home loans. Continue Reading
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Feature
28 Oct 2019
Influencer marketing best practices to reach millennials, Gen Z
To reach the millennial and Gen Z consumer, you need to build trust and create experiences. Follow these tips to spin up an influencer marketing campaign. Continue Reading
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Tip
23 Oct 2019
Benefits of migrating customer experience apps to the cloud
Nemertes research claims 75% of contact centers do some or all business in the cloud. As CX technology improves, businesses increasingly consider the benefits of cloud migration. Continue Reading
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Tip
11 Oct 2019
A strong CX technology spending plan can bring big returns
The telephone won't cut it anymore. Customers expect digital services, and businesses need to think about spending more to update CX technology. It pays off in the long run. Continue Reading
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Feature
01 Oct 2019
Customer engagement fuels retail success
Down, but not out? It's a fitting description for the current state of traditional retail stores. But there are many ways retailers can still win against online competition. Continue Reading
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News
18 Sep 2019
Oracle CDP moves beyond marketing data
As digital advertising and marketing leaders dig in on the importance of the CDP, others aren't so sure they need yet another tool to support and secure customer data. Continue Reading
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Feature
12 Sep 2019
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
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Feature
11 Sep 2019
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
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News
11 Sep 2019
Adobe brings graph database to customer journey touchpoints
With a graph database to track touchpoints from different devices -- and a Photoshop-esque interface -- Adobe Customer Journey Analytics avails data science tools to marketers. Continue Reading
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Tip
06 Sep 2019
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
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Tip
19 Aug 2019
5 digital customer experience technologies for a winning strategy
A strong digital CX strategy can help improve customer experience, drive revenue and reduce costs. Evaluate these five pillars to help you along your journey. Continue Reading
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Feature
16 Aug 2019
To predict customer buying behavior, stop, look, listen, analyze
Determining customer wants and needs to devise personalization strategies based on that data takes advanced technologies and the old-fashioned direct approach. Continue Reading
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Feature
16 Aug 2019
Customer personalization relies on tools, tactics, metrics
Measuring the success of personalized engagements across multiple channels and making adjustments can help improve CX, differentiate offerings and increase sales. Continue Reading
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Feature
13 Aug 2019
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
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Tip
09 Aug 2019
5 Gen Z marketing trends for businesses to consider
Those born after 1995 are driving trends online for themselves and older generations. These shared experiences are important for marketers to understand. Here are some tips. Continue Reading
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News
06 Aug 2019
Twilio Conversations, SendGrid Ads broaden cloud CX platform
Twilio extends its customer communications platform to support MMS, SMS and WhatsApp chat, as well as to support ad campaigns for Facebook, Instagram and YouTube. Continue Reading
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Podcast
31 Jul 2019
How a punk rocker would go about simplifying CX
When the tech stack and measurement metrics overcomplicate CX, destroy it like a punk rocker, U.K. author Adrian Swinscoe suggests in this 'Pipeline' podcast interview. Continue Reading
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Guide
25 Jul 2019
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
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Tip
10 Jul 2019
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
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News
27 Jun 2019
Verizon CX boss: Bots slash costs, but humans build brand loyalty
CX automation can build speed and process efficiency. But, a Verizon consumer survey reveals, brands that continue staffing call centers with humans build better relationships. Continue Reading
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Feature
26 Jun 2019
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
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News
19 Jun 2019
Target glitch pits e-commerce vs. POS customer experience
Big-box retailer Target's checkout outage showed how e-commerce systems can fill in when POS systems fail. They're not quite ready to supplant POS -- but they're getting there. Continue Reading
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Guide
07 Jun 2019
Multipronged digital customer experience strategy enriches CX
The digital experience is an everyday facet of life. Learn how businesses are using tools and technologies to engage consumers and devise and manage effective CX strategies. Continue Reading
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News
04 Jun 2019
Pegasystems Customer Empathy Advisor AI tool gauges ethics
Pegasystems' new empathy AI tool aims to help users make more ethical business decisions by gauging the empathy level of human and digital customer service agents. Continue Reading
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News
03 Jun 2019
Pega Customer Service adds digital messaging capabilities
Pegasystems users can now offer their customers support through text messaging and will be able to develop apps more easily with a new low-code platform. Continue Reading
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News
21 May 2019
Pegasystems acquires In The Chat digital messaging platform
Pegasystems' recent acquisition of the digital messaging platform In The Chat brings Pega customers new communication channels and improves AI chatbot capabilities. Continue Reading
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Tip
20 May 2019
6 live chat benefits to consider in a CX strategy
Live chat enables customers to solve problems quickly and agents to multitask, but it also can be difficult to implement well and requires synchronous communication. Continue Reading
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Tip
17 May 2019
McDonald's orders up customer service analytics, shakes up fast food
The fast-food giant is acquiring Dynamic Yield, a big data analytics platform, in pursuit of a more personalized customer experience on drive-thru and digital orders. Continue Reading
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News
15 May 2019
Plattner: Cloud is the way forward for S/4HANA systems
In this Q&A, SAP's Hasso Plattner explains why the cloud is the best option for SAP S/4HANA systems and why companies must know their customers' feelings in order to succeed. Continue Reading
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Feature
10 May 2019
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
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News
09 May 2019
Acquia-Mautic acquisition underscores open source model
Holding to the strategy of building a digital experience platform based with open source roots, Acquia acquires Mautic, an open source marketing automation cloud. Continue Reading
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Feature
30 Apr 2019
Online scheduling platforms open new channel for customers
New customer-centric tools book demos in Salesforce at a customer's bidding, automating processes that took multiple email messages and forms -- sometimes losing leads in the process. Continue Reading
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Feature
25 Apr 2019
Salesforce buys Salesforce.org: What that means for customers
Salesforce.com bought Salesforce.org. Nonprofit Cloud customers mull changes they hope to see now that all Salesforce products are under one umbrella. Continue Reading
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Feature
18 Apr 2019
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
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News
05 Apr 2019
LogMeIn Bold360 updates improve chatbot customer experience
LogMeIn Bold360 features new tools that will improve customer experience by streamlining communication, allowing agents to solve problems quickly, and managing bot involvement. Continue Reading
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Feature
03 Apr 2019
5 must-read CX trends uncovered at Adobe Summit
As CRM, customer service, marketing and e-commerce morph into customer experience, Adobe speakers, partners and users pinpoint five trends in CX to watch develop in the next two years. Continue Reading
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News
29 Mar 2019
How to achieve digital transformation -- with CIO as linchpin
Companies achieve digital transformation along two dimensions -- through operational efficiency and offering a great customer experience. Getting there can be an uphill battle. Continue Reading
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Feature
28 Mar 2019
A martech stack is vital for successful marketing operations
When building a marketing tech stack, project stakeholders should consider what tools the organization needs, the level of automation it's trying to achieve and the overall budget. Continue Reading
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Answer
30 Jan 2019
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
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News
13 Feb 2018
When customer service automation goes off the rails
CRM sales and service automation can drive down costs when they drive customer self-service. But if they frustrate customers, what's the actual implementation cost? Continue Reading
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Answer
31 Oct 2016
How advantageous is Microsoft's ERP-CRM integration within the market?
With the ERP-CRM integration, Microsoft may have a leg up in the Salesforce arena, where Salesforce has dominated in CRM but hasn't grabbed a foothold in the ERP space. Continue Reading
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Answer
30 Sep 2016
How does data insight remove human bias from customer research?
Integrating IoT analytics with supply chain management helps create an efficient and successful customer experience by utilizing data insight not found anywhere else. Continue Reading
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Answer
30 Sep 2016
How do IoT analytics enhance customer experience with quality data?
IoT analytics helps companies create a better customer experience by providing quality data that allows for the reduction of costs and a more efficient work day. Continue Reading