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.

September 29, 2022 29 Sep'22
Digital customer experience top of mind for PGA Tour

The PGA Tour's head of fan engagement discusses the tech stack that makes the organization connect better with fans, sponsors, golf pros and more.
September 15, 2022 15 Sep'22
Jabra provides sentiment analysis with first AI software

The new SaaS offering voice coaches agents and provides self-coaching assessments and personalized evaluations. The vendor also introduced two new headsets.
August 30, 2022 30 Aug'22
Panera's AI drive-through test addresses labor concerns

The restaurant chain is using Tori, a voice assistant from startup OpenCity. The company says its goal is to redirect employees from the drive-through lines to other tasks.
August 10, 2022 10 Aug'22
Oracle CX layoffs: What customers should do right now

After the turmoil that has hit Oracle's customer experience division, here's what current enterprise customers need to do next to preserve their technology investments.

Bring yourself up to speed with our introductory content

Salesforce Trailhead

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customer demographics

Customer demographics are categories of consumer populations that are relevant to a business' purposes, such as marketing and product design. Continue Reading

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

9 disadvantages of self-service options

Customer self-service platforms free up live agents for more complicated issues, but if organizations don't keep this software up to date, its disadvantages can frustrate users. Continue Reading
How much can a bad review hurt your business?

Companies may wonder how bad reviews can hurt their business. A few bad reviews are not necessarily harmful but can present ways to improve and highlight customer service. Continue Reading
The link between employee experience and customer experience

A customer's experience with an organization is only as good as an employee's experience. Business leaders should know that empathy is key to employee and customer success. Continue Reading

Learn to apply best practices and optimize your operations.

Understanding the customer journey on a mobile app

Customers' journeys can vary based on the channels they use to interact with brands. For mobile apps, points of purchase, UX and easy onboarding are critical. Continue Reading
9 social media trends in 2022

Social media is constantly changing. Using some of the latest trends -- such as social listening and short videos -- can help a company stand out. Continue Reading
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

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