Customer experience management resources and information

Customer experience management News

April 25, 2022 25 Apr'22
AI virtual assistant grooms skier experience at Snowbird

Using an AI-powered chatbot designed with the friendly likenesses of avalanche dogs, the famed Utah ski resort is able to quickly respond to customers' questions.
April 01, 2022 01 Apr'22
ESPN improves app performance with Domo analytics tools

The sports broadcasting giant is using a customer care application developed with the analytics vendor's tools to improve its app performance and streaming capabilities.
March 30, 2022 30 Mar'22
New Google Cloud retail tool targets search abandonment

The new tool is aimed at providing better results for online shoppers. It understands user intent and context, provides results for broad inquiries, and includes semantic search.
March 28, 2022 28 Mar'22
Recommerce, rebuilt digital experiences top of mind for stores

Brick-and-mortar retailers look to technology to compete with online counterparts and mold digital experiences to what resonated with consumers during the past two years.

Bring yourself up to speed with our introductory content

first call resolution (FCR)

First call resolution (FCR) is when customer service agents properly address a customer's needs the first time they call. Continue Reading
clickstream data (clickstream analytics)

Clickstream data and clickstream analytics are the processes involved in collecting, analyzing and reporting aggregate data about which pages a website visitor visits -- and in what order. Continue Reading
Twitter

Twitter is a free social networking site where users broadcast short posts known as tweets. Continue Reading

Weigh the pros and cons of technologies, products and projects you are considering.

7 reasons why businesses need mobile apps

Mobile apps can build loyal customer bases, provide insightful customer data and more. Businesses should understand the many ways these apps can enhance CX. Continue Reading
6 technology trends in the travel industry in 2022

Mobile apps, contactless payments and IoT devices are just some of the technologies trending in the travel and tourism industry. Continue Reading
What is Adobe Experience Cloud? CRM platform overview

Adobe Experience Cloud -- the vendor's CRM platform -- includes tools to help medium and large enterprises manage all facets of their customer engagement strategies. Continue Reading

Learn to apply best practices and optimize your operations.

Why businesses need voice of the customer analytics

With multiple methodologies for gathering customer feedback, it is more important than ever to analyze and create action plans based on voice of the customer analytics. Continue Reading
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
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

We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.

8 customer service challenges and how to resolve them

The most important skill for a customer service agent to learn is empathy. That, plus a well-crafted customer service plan, can solve nearly any problem that arises. Continue Reading
Diversity in customer experience hinges on root-cause analysis

Sandra Mathis and Stephanie C. Harris discuss diversity and inclusion, and the necessity of addressing them at an internal level before customers see change. Continue Reading
8 CX challenges facing organizations and how to address them

There are many barriers to effective CX initiatives, but most revolve around communication on both the consumer and enterprise sides of the equation. Continue Reading