New & Notable
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.
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.
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.
News
AWS loads Amazon Connect with customer service AI agents
AWS brings AI agents to Amazon Connect.
Trending Topics
-
Marketing & Sales News
Adobe bolsters AI SEO with planned $1.9B Semrush acquisition
AI is eating web traffic. The Adobe-Semrush merger might help marketers adapt their strategies.
-
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 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.
-
Customer Experience Management News
Salesforce adds Informatica to Data 360, MuleSoft fold
Informatica brings a potentially stronger data foundation to Data 360 and, by extension, Agentforce.
-
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.
-
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.
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
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.
-
Early adopters of agentic AI for customer service offer advice
-
12 sales pipeline management best practices
-
What are the 7 stages of the sales pipeline?
-
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
-
News
View All -
Customer experience management
Salesforce adds Informatica to Data 360, MuleSoft fold
Informatica brings a potentially stronger data foundation to Data 360 and, by extension, Agentforce.
-
Customer service and contact center
AWS loads Amazon Connect with customer service AI agents
AWS brings AI agents to Amazon Connect.
-
Customer service and contact center
Toyota's plan for contact center AI deployment
Toyota wants to enable its contact center agents to provide better service, not eliminate their jobs. How AI figures in.
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