Customer experience management
Customer experience management involves the processes an organization uses to properly manage and track customer interactions and puts customers at the forefront of business decisions and marketing and sales plans. Here, find tips and guides to improve CXM and relevant CX news.
Top Stories
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News
13 Jun 2025
Salesforce Marketing Cloud Next employs more agents, CDP
Salesforce overhauls Marketing Cloud with agentic AI. Continue Reading
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News
12 Jun 2025
Lowe's SVP on AI's rosy future for e-commerce
As AI evolves, its e-commerce applications multiply. Continue Reading
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News
02 Jun 2025
Pegasystems expands agentic AI for business automation
Agents are here -- but is prompting dead? Continue Reading
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Feature
27 May 2025
Headless CMS vs. decoupled CMS: What's the difference?
Both headless and decoupled CMSes support omnichannel publishing. Yet, headless systems have no native front end, whereas decoupled CMSes have an optional one. Continue Reading
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News
15 May 2025
Salesforce acquisition of Convergence adds Agentforce talent
Salesforce beefs up its Agentforce engineering corps, leadership. Continue Reading
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News
14 May 2025
Twilio updates conversational intelligence, expands CDP
Twilio integrates its CDP and communications platform more closely. Continue Reading
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Feature
09 May 2025
15 customer service email templates and tips
Email remains an important channel for companies to communicate with customers. Here are some email templates for customer service teams to use in common scenarios. Continue Reading
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Definition
21 Apr 2025
What are customer service and support?
Customer service is the support organizations offer to customers before, during and after purchasing a product or service. Continue Reading
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Feature
18 Apr 2025
Google antitrust case explained: What's next?
A U.S. judge ruled Google violated antitrust laws with an illegal monopoly over online searches -- a landmark decision with major implications for Big Tech and consumer choices. Continue Reading
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News
16 Apr 2025
Tariffs and CX: Hold on to customers during an economic storm
Delivering excellent customer experience is a tough job on regular days. Now add rising prices because of tariffs. Continue Reading
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Definition
31 Mar 2025
Twitter
Twitter is a free social networking site where users broadcast short posts known as tweets. Continue Reading
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Feature
21 Mar 2025
10 customer experience conferences to attend in 2025
A good way to stay on top of customer experience advancements and trends is to attend industry conferences. Continue Reading
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Definition
13 Mar 2025
What is quality of experience (QoE or QoX)?
Quality of experience (QoE or QoX) is a measure of the overall level of a customer's satisfaction and experience with a product or service and the vendor that's providing that product or service. Continue Reading
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Feature
03 Mar 2025
Customer success vs. account management: How do they differ?
Customer success and account management strategies help organizations grow in different ways. Customer success focuses on loyalty, while account management focuses on revenue. Continue Reading
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Definition
25 Feb 2025
What is voice of the customer? A guide to VOC Strategy
Voice of the customer (VOC) is the component of customer experience (CX) that focuses on customer needs, wants, expectations and preferences. Continue Reading
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Definition
24 Feb 2025
What is gamification? How it works and how to use it
Gamification is a strategy that integrates entertaining and immersive gaming elements into nongame contexts to enhance engagement and motivate certain behaviors. Continue Reading
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News
20 Feb 2025
Sitecore, Adobe update customer data platforms
Adobe and Sitecore refresh CDPs for generative AI. Continue Reading
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Answer
20 Feb 2025
CRM vs. CDP vs. DMP: What's the difference?
Sales and marketing terms are like alphabet soup, and the different acronyms can get confusing. Learn about the differences among three major platforms: CRM, CDP and DMP. Continue Reading
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Definition
11 Feb 2025
What is customer self-service?
Customer self-service is digital support that lets end users access information and perform routine tasks without requiring the assistance of live agents or representatives. Continue Reading
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Definition
10 Feb 2025
What is a customer journey map?
A customer journey map is a visual depiction of the stages customers go through when interacting with a company -- from buying products online to accessing customer service on the phone to airing grievances on social media. Continue Reading
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News
06 Feb 2025
Chief experience officer role evolves with new technologies
Are you a futurist? The CXO role might be for you. Continue Reading
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Definition
04 Feb 2025
What is interactive voice response (IVR)?
Interactive voice response (IVR) is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipients. Continue Reading
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Tip
30 Jan 2025
CPaaS in CX: A look at top providers, trends and use cases
The CPaaS market, as it relates to customer engagement, is competitive and volatile. See how vendors cater to business customers and the trends driving innovation. Continue Reading
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Tip
29 Jan 2025
How to create a customer loyalty program in 9 steps
A customer loyalty program can help organizations better retain and understand their current customers and target audiences. These nine steps can lead to a successful program. Continue Reading
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Podcast
28 Jan 2025
Cisco generative AI strategy hinges on CX and agents
The vendor's GenAI approach aims to boost the user and consumer experience. Continue Reading
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Opinion
27 Jan 2025
Retailers' animosity toward AWS cloud appears to thaw
AWS still has a ways to go to woo some retailers, but it's clear the company's no longer excluded by all. Continue Reading
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News
14 Jan 2025
Salesforce launches POS system, Retail Cloud
The new Salesforce Retail Cloud point of sale system launches from PredictSpring acquisition. Continue Reading
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News
09 Jan 2025
SAP infuses retail shopping with generative AI
GenAI in SAP's shopping assistant gives store employees and consumers an easier way to find what they need. Continue Reading
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Podcast
08 Jan 2025
Reshaping UX with behavioral data and AI
Companies are using AI to strengthen insights from behavioral data, transforming how they understand and respond to customer interactions. Continue Reading
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News
08 Jan 2025
Headless CMS Contentstack acquires Lytics marketing CDP
A new digital experience platform forms with the merger of Contentstack and Lytics. Continue Reading
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Tip
23 Dec 2024
7 types of loyalty programs and their benefits
Loyalty programs can improve brand recognition, increase sales and emphasize an organization's values. Get an in-depth look at seven loyalty programs and what they offer. Continue Reading
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Tip
18 Dec 2024
7 customer experience trends to know in 2025
Customer experience trends like generative AI, proactive outreach and agent assist can all help organizations ensure they can attract and keep customers. Continue Reading
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Tip
18 Dec 2024
Field service management software vendors to know in 2025
The world of hybrid work turned nice-to-have field service features -- like remote project management and automation -- into vital capabilities. Continue Reading
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News
25 Nov 2024
Salesforce CIO: How agents change internal workflows
In this Q&A, Salesforce CIO and Executive Vice President Juan Perez discusses the company's internal Agentforce rollout, among other topics. Continue Reading
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News
22 Nov 2024
OpenText bolsters AI agents, analytics; previews roadmap
OpenText users get a passel of AI in the latest Cloud Editions release -- but also analytics and CCM tools. Continue Reading
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Definition
21 Nov 2024
What is a chief experience officer (CXO)?
A chief experience officer (CXO) is an executive in the C-suite who ensures positive interactions with an organization's customers. Continue Reading
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Definition
20 Nov 2024
What is contact center infrastructure?
A contact center infrastructure (CCI) is a framework composed of the physical and virtual resources that a contact or call center facility needs to operate effectively. Continue Reading
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Definition
20 Nov 2024
What is a cloud contact center?
A cloud contact center is an internet-hosted service, typically managed by a third party, that handles all inbound and outbound customer communications for an organization. Continue Reading
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Feature
20 Nov 2024
9 best Twitter alternatives
Since Elon Musk acquired Twitter, people are turning to alternatives -- such as Mastodon and WT.Social -- for business connections, news and industry information. Continue Reading
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Definition
07 Nov 2024
What is mindshare (share of mind)?
Mindshare, also known as share of mind, is an approach to marketing that involves attempting to make a company, brand or product the first one that comes to mind when a customer thinks of a particular market. Continue Reading
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Feature
05 Nov 2024
Salesforce Agentforce: An answer in search of a question?
They used to be named Einstein Copilots. Now they're Agentforce autonomous agents. Salesforce's latest upgrade might be more than words. Continue Reading
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Definition
05 Nov 2024
What is customer insight (consumer insight)?
Customer insight, or consumer insight, is the understanding and interpretation of customer data, behaviors and feedback into conclusions that can be used to drive actions that improve product development and customer support. Continue Reading
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News
01 Nov 2024
IAB, cable providers sue FTC to cancel Click to Cancel
Not so fast, FTC. Cable providers, internet advertisers and the Michigan Press Association challenge the upcoming consumer protection rule. Continue Reading
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Tip
30 Oct 2024
15 customer success KPIs and metrics to track
What's the best way to tell if customers are satisfied? These customer success KPIs and metrics can gauge everything from potential customer churn to retention. Continue Reading
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News
29 Oct 2024
Will.i.am talks AI in music, business and life
As AI becomes more pervasive in music, business and life, the former Black Eyed Peas frontman and tech entrepreneur wonders where it's all going. Continue Reading
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News
29 Oct 2024
Pegasystems expands generative AI in CX, BPA cloud platform
The company's new 'coaches' aim to make AI-powered customer service responses sound less automated. Continue Reading
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Feature
24 Oct 2024
10 social media trends in 2024
Social media changes constantly. Using some of the latest trends -- such as social listening and short videos -- can help a company stand out. Continue Reading
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News
23 Oct 2024
Certinia co-founder discusses generative AI for ERP, Salesforce
Certinia, formerly FinancialForce, changed names and added customer success to its line of ERP tools for Salesforce. We discuss the transition with co-founder Deb Ashton. Continue Reading
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Opinion
21 Oct 2024
FTC's quixotic quest to fix CX with Click to Cancel rule
The Biden administration strives to improve CX with a rule that goes in effect in 180 days. What could possibly go wrong? People, process, tech and a U.S. election. Continue Reading
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News
18 Oct 2024
Amplitude adds A/B testing tool to analytics suite
Both the vendor's new feature as well as its recent acquisition of Command AI aim to make it easier for business users to work with its tools without requiring expert help. Continue Reading
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News
16 Oct 2024
AWS' Amazon Q in Connect adds more contact center GenAI
AWS updates its contact center-specific version of its generative AI-powered agent, Amazon Q, for the company's Connect Contact Center as a Service platform. Continue Reading
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News
16 Oct 2024
Sitecore infuses DXP with generative AI marketing features
Sitecore users, who typically build websites for large enterprises, now have automation for website building, marketing content and A/B testing. Continue Reading
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Definition
15 Oct 2024
What is Salesforce Service Cloud?
Salesforce Service Cloud is a customer relationship management (CRM) platform for Salesforce clients to provide service and support to their business customers. Continue Reading
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Definition
11 Oct 2024
What is Salesforce Customer Success Platform?
The Salesforce Customer Success Platform (CSP) is the official name of the Salesforce portfolio of products. Continue Reading
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Definition
11 Oct 2024
What is the Salesforce Service Console?
The Salesforce Service Console is the centralized interface in Salesforce Service Cloud, an application devoted to customer service, support and customer experience. Continue Reading
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News
10 Oct 2024
Oracle Service platform adds autonomous AI agents
Oracle adds a number of agents and dashboards to Oracle Service and Field Service as the company strives to provide users with capabilities that enable 100% AI autonomy. Continue Reading
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Definition
10 Oct 2024
What is Salesforce Journey Builder?
Salesforce Journey Builder is a campaign planning tool in Salesforce Marketing Cloud to build personalized customer journeys and deliver unique campaigns and content that enhance customer experiences and secure their loyalty. Continue Reading
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News
09 Oct 2024
Zendesk upends pricing for AI in customer service
As it embeds generative AI into its customer service and employee service platform, Zendesk tries a novel idea: outcomes-based pricing based on tickets resolved. Continue Reading
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Tip
08 Oct 2024
15 best practices for contact center agent training programs
Agents thrive when contact center training programs are built on KSAC profiles, performance analysis and recognition, personal coaching and shadowing, AI integration, and ROI. Continue Reading
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Feature
08 Oct 2024
Visa antitrust lawsuit explained: What happens next
The DOJ has filed an antitrust lawsuit against Visa, alleging it has unlawfully monopolized the U.S. debit card market, limiting competition and charging exorbitant fees. Continue Reading
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News
03 Oct 2024
Google rebrands contact center tech, adds more AI
Google adds faster, more lightweight generative AI processing as it rechristens CCAI as Customer Engagement Suite. But Google's privacy protocols have been questioned in lawsuits. Continue Reading
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Definition
01 Oct 2024
What is customer intelligence (CI) and how does it help business?
Customer intelligence (CI) is the process of collecting and analyzing detailed customer data from internal and external sources to gain insights about customer needs, motivations and behaviors. Continue Reading
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Feature
27 Sep 2024
How to spot a fake review online
AI is making fake reviews harder to spot, as they become more convincing. The FTC's new rules target deceptive practices, helping consumers trust reviews before making a purchase. Continue Reading
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Definition
23 Sep 2024
What is a sales funnel? Everything you need to know
A sales funnel, also called a 'purchase funnel,' is the visual representation of the customer journey, depicting the sales process from awareness to action. Continue Reading
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Opinion
19 Sep 2024
Benioff: Self-driving taxis part of autonomous AI's 'moment'
With GenAI powering Salesforce's new autonomous CX agents and Waymo's fleet of self-driving taxis around San Francisco, AI is having a 'moment.' Continue Reading
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Definition
18 Sep 2024
What is a sales pipeline?
A sales pipeline is a visual representation of sales prospects and where they are in the purchasing process. Continue Reading
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Definition
18 Sep 2024
What is transactional marketing?
Transactional marketing is a business strategy that focuses on single, point-of-sale transactions. Continue Reading
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Feature
18 Sep 2024
Elevate customer experience with AI and analytics
Top CX experts share insights on how to drive customer-centric innovation, overcome resistance to change and harness AI for impactful customer experiences. Continue Reading
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News
18 Sep 2024
HubSpot adds Breeze generative AI agents, analytics to platform
Hubspot users get their generative AI infusion that includes souped-up bots, a no-code workflow builder, sophisticated content generation and marketing analytics. Continue Reading
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Definition
17 Sep 2024
What is Hootsuite?
Hootsuite is a social media management platform that helps organizations deliver enhanced social media experiences to their customers at every stage of the customer journey. Continue Reading
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News
17 Sep 2024
Salesforce's ambitions for Agentforce platform come to light
Salesforce aims for the stars with its Agentforce platform; it remains to be seen how far it will get at a time when many companies still need to get their data ready. Continue Reading
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Tip
13 Sep 2024
Customer retention vs. acquisition: What's the difference?
Finding new customers can be a challenge, but so is keeping them happy and loyal to the business. This makes customer acquisition and retention critical to successful marketing. Continue Reading
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News
12 Sep 2024
Salesforce reveals more on Agentforce autonomous AI agents
Salesforce seizes on the concept of agentic AI to automate sales and service processes. The company holds fast to the idea the AI agents will assist humans -- not replace them. Continue Reading
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News
11 Sep 2024
Oracle focuses on CX platform as it exits ad business
Oracle rolls out generative AI tools for sellers, beefs up CDP to reinforce B2B buying and selling team interactions, and adds industry-specific features. Continue Reading
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News
09 Sep 2024
Salesforce Industries clouds for verticals adds 100 AI features
A new AI toolkit for Salesforce's industry-specific clouds delivers more than 100 features for companies in 15 industries to automate common tasks, each with their own data model. Continue Reading
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News
06 Sep 2024
In $1.9B deal, Salesforce buys data backup company Own
In the lead-up to its annual user conference, Salesforce buys Own Company for $1.9 billion, its second acquisition of the week and its third for 2024. Continue Reading
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Definition
05 Sep 2024
What is digital experience (DX)?
Digital experience (DX), also known as 'digital user experience' (UX), is the take-away feeling an end user has after an experience in a digital environment or with a digital technology or device. Continue Reading
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Definition
05 Sep 2024
What is a contact center?
A contact center is a central point from which organizations manage all customer interactions across various channels. Continue Reading
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News
05 Sep 2024
Salesforce Foundations opens up marketing, ecomm features
Enterprise Salesforce users will get Foundations, a basic set of tools and Data Cloud functionality to complement their Sales and Service modules. Continue Reading
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Tip
03 Sep 2024
4 mPOS apps to turn a mobile device into a payment terminal
With the right software, almost any mobile device can be a payment terminal. Learn about the mobile point-of-sale options beyond Tap to Pay on iPhone and Tap to Pay on Android. Continue Reading
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Definition
28 Aug 2024
What is voice recognition and how does it work?
Voice or speaker recognition is the ability of a machine or program to receive and interpret dictation or to understand and perform spoken commands. Continue Reading
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Definition
28 Aug 2024
What is sentiment analysis?
Sentiment analysis, also referred to as 'opinion mining,' is an approach to natural language processing (NLP) that identifies the emotional tone behind a body of text. Continue Reading
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Definition
20 Aug 2024
What is customer segmentation?
Customer segmentation is the practice of dividing a customer base into groups of individuals that have similar characteristics relevant to marketing, such as age, gender, interests and spending habits. Continue Reading
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Definition
19 Aug 2024
What is customer experience (CX) and why is it important?
Customer experience (CX) is the sum total of customers' perceptions and feelings resulting from interactions with a brand's products and services. Continue Reading
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Definition
15 Aug 2024
What is a voice user interface (VUI)?
A voice user interface (VUI) is a type of interface that relies on speech recognition technology to enable users to interact with an application or device through voice commands. Continue Reading
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Tip
09 Aug 2024
10 tips to improve customer retention
Organizations that properly gather consumer feedback, get to know their customers and offer rewards to loyal shoppers can improve their customer retention rates. Continue Reading
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News
07 Aug 2024
Adobe rolls out B2B generative AI app for CRM, marketing
As enterprises determine where the value is in deploying and paying for generative AI in their marketing and sales operations, Adobe releases its own entrant. Continue Reading
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Definition
05 Aug 2024
What is a 360-degree customer view?
The 360-degree customer view is a comprehensive approach to understanding customers by compiling their individual data from various touchpoints into a single view. Continue Reading
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Feature
02 Aug 2024
Customer experience vs. user experience: What's the difference?
Customer and user experiences sound similar, but they serve different purposes. Together, they can improve organizations' relationships with customers. Continue Reading
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Answer
01 Aug 2024
Can you accept credit card payments on an Android phone?
Many consumers prefer contactless payments, and vendors can easily enable them with a smartphone and the right software. Learn how to set up an Android to accept customer payments. Continue Reading
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News
01 Aug 2024
SupportLogic acquires xFind for customer service experience AI
Startup SupportLogic buys xFind to add generative AI to its service analytics platform, and in the process takes on much larger competition such as Qualtrics, Medallia and Verint. Continue Reading
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Definition
01 Aug 2024
What is the bullwhip effect?
The bullwhip effect is a supply chain phenomenon describing how small fluctuations in demand at the retail level can cause progressively larger fluctuations in demand at the wholesale, distributor, manufacturer and raw material supplier levels. Continue Reading
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Feature
26 Jul 2024
10 ideas for a post-cookies marketing strategy
Tracking customers without third-party cookies may concern businesses. However, all organizations are in the same position. Marketers should consider these alternatives. Continue Reading
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Tip
24 Jul 2024
Set up Tap to Pay: How to accept payments with an iPhone
Tap to Pay makes it possible to accept customer payments from an iPhone with no additional hardware. Find out the best use cases for Tap to Pay and how to implement it. Continue Reading
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Definition
24 Jul 2024
What is first call resolution (FCR)?
First call resolution (FCR) is when contact center agents properly address a customer's needs the first time they call so there is no need for the customer to follow up with a second call. Continue Reading
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Definition
23 Jul 2024
What is the law of diminishing returns?
The law of diminishing returns is an economic principle stating that as investment in a particular area increases, the rate of profit from that investment, after a certain point, can't continue to increase if other variables remain at a constant. Continue Reading
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News
23 Jul 2024
Adtech, regulators react to Google's third-party cookie reversal
Following many delays and an alternative still in development, Google has relented to advertisers on the timing of depreciating third-party cookies. Continue Reading
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News
17 Jul 2024
OpenText broadens content AI services in quarterly release
OpenText adds generative AI tools for enterprise information management, security, business process mining and more in its 24.3 Cloud Editions update. Continue Reading
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Definition
17 Jul 2024
What is relationship marketing?
Relationship marketing is a facet of customer relationship management (CRM) that focuses on customer loyalty and long-term customer engagement rather than shorter-term goals like customer acquisition and individual sales. Continue Reading
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News
11 Jul 2024
FTC, DOJ take aim at dark patterns with Adobe lawsuit
The FTC and DOJ's lawsuit against Adobe targets dark patterns by claiming that Adobe's allegedly difficult cancellation process traps consumers in unwanted subscriptions. Continue Reading
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Definition
09 Jul 2024
contact center management
Contact center management is the process of overseeing contact center operations with the goal of providing an outstanding customer experience in an effective and efficient manner. Continue Reading
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Opinion
03 Jul 2024
Generative AI tools are here, but who's using them?
Generative AI has much promise. But the road between here and delivering on those promises looks to be a lot longer than when ChatGPT first dropped in November 2022. Continue Reading