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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 Evaluate
How to choose a CX provider: A practical buyer's guide
When assessing new CX vendors and technologies, enterprise tech buyers need to consider several factors, including technical and business-level buying decisions.
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Customer Experience Management News
Twilio revamps, updates customer engagement platform
The next-generation platform comes after a couple of years of soul-searching at Twilio.
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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
Vibe coding in CX: Benefits, risks and real-world uses
CX vibe coding should be a safe sandbox play that looks to quicken internal tasks. For now, the security risks are too great for production-level customer interactions.
Featured Authors
Find Solutions For Your Project
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Evaluate
How to choose a CX provider: A practical buyer's guide
When assessing new CX vendors and technologies, enterprise tech buyers need to consider several factors, including technical and business-level buying decisions.
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Vibe coding in CX: Benefits, risks and real-world uses
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How to choose a B2B e-commerce platform
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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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IT's budgetary nightmare: Tech buyers face AI pricing variance
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The top challenges of influencer marketing and their solutions
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Manage
Understanding CX buying committees and decision dynamics
CX data is now more integrated with other departments. As a result, CX tech buying decisions include more stakeholders. Vendors need to understand this dynamic.
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Is average handle time obsolete?
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Fix the service path before you optimize it with AI
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contact centers shift to customer-centric processes
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Customer Experience Basics
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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.
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Omnichannel orchestration engages customers, drives revenue
Omnichannel orchestration enables businesses to personalize customer interactions, reduce friction and coordinate teams for lasting business outcomes and customer loyalty.
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Get Started
Identity-first CX blends customer convenience and security
Identity-first customer experience is an interesting and ambitious concept that melds customer ease of use and security controls. Sounds great, but can it be done?
Multimedia
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The history and evolution of CRM
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The evolution of chatbots and generative AI
Vendor Resources
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News
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Customer service and contact center
World leaders confront AI layoffs; more in store for contact centers
Apprenticeship may solve the problem of training new contact center hires after AI vacuums up all the entry-level jobs humans now perform.
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Customer service and contact center
Genesys acquires Pinkfish to speed up contact center AI deployments
Genesys jump-starts its agentic toolkit.
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Customer service and contact center
Salesforce plans to acquire Fin agentic customer service AI
Irish CX tech company Fin, long known as Intercom until a rebrand last month, promises to jump-start Salesforce's agentic customer service business.
Search Customer Experience Definitions
- What is direct marketing?
- What is mobile CRM?
- What is quality of experience (QoE or QoX)?
- What is high-touch customer service?
- What is speech recognition?
- What is customer profiling?
- What is mindshare (share of mind)?
- What is martech (marketing technology)?