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
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
By- Don Fluckinger, Senior News Writer
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Feature
09 Oct 2024
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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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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Feature
09 Oct 2024
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
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
By- Don Fluckinger, Senior News Writer
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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
By- Stephen J. Bigelow, Senior Technology Editor
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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
By- Don Fluckinger, Senior News Writer
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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
By- Scott Robinson, New Era Technology
- Rahul Awati
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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
By- Cameron Hashemi-Pour, Site Editor
- Ben Lutkevich, Site Editor
- Jacqueline Biscobing, Senior Managing Editor, News
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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
By- Don Fluckinger, Senior News Writer
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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
By- Cameron Hashemi-Pour, Site Editor
- Nick Barney, Technology Writer
- Lauren Horwitz, Cisco
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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
By- Ana Salom-Boira, Editorial manager
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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
By- Don Fluckinger, Senior News Writer
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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
By- Don Fluckinger, Senior News Writer
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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
By- Don Fluckinger, Senior News Writer
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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
By- Don Fluckinger, Senior News Writer
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Feature
11 Sep 2024
14 customer experience conferences to attend in 2024
A good way to stay on top of customer experience advancements and trends is to attend industry conferences. Continue Reading
By- Sarah Amsler, Senior Managing Editor
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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
By- Don Fluckinger, Senior News Writer
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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
By- Tim McCarthy, News Writer
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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
By- Stephen J. Bigelow, Senior Technology Editor
- Kate Brush
- Karolina Kiwak
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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
By- Don Fluckinger, Senior News Writer
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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
By- Alexander S. Gillis, Technical Writer and Editor
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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
By- Alexander S. Gillis, Technical Writer and Editor
- Nick Barney, Technology Writer
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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
By- Nick Barney, Technology Writer
- Alexander S. Gillis, Technical Writer and Editor
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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
By- Nick Barney, Technology Writer
- Erica Mixon
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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
By- Robert Peledie, 365Knowledge Ltd.
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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
By- Don Fluckinger, Senior News Writer
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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
By- Michaela Goss, Senior Site Editor
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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
By- Katie Fenton, Associate Site Editor
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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
By- Don Fluckinger, Senior News Writer
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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
By- Kinza Yasar, Technical Writer
- Diann Daniel, Executive Editor
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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
By- Griffin LaFleur, Swing Education
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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
By- Ben Lutkevich, Site Editor
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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
By- Alexander S. Gillis, Technical Writer and Editor
- Ben Lutkevich, Site Editor
- Laura Aberle, TechTarget
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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
By- Don Fluckinger, Senior News Writer
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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
By- Don Fluckinger, Senior News Writer
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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
By- Cameron Hashemi-Pour, Site Editor
- Laura Aberle, TechTarget
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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
By- Makenzie Holland, Senior News Writer
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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
By- Scott Sachs, SJS Solutions
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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
By- Don Fluckinger, Senior News Writer
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Feature
27 Jun 2024
How AI can improve customer loyalty
AI plays a central role in customer loyalty. Yet, organizations can have a greater ROI if they focus their AI strategies more on improving CX and less on cutting costs. Continue Reading
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Feature
27 Jun 2024
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
By- Leslie O'Flahavan, E-WRITE LLC
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Tip
26 Jun 2024
7 reasons why mobile apps are important for your business
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
By- Andrew Froehlich, West Gate Networks
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Definition
24 Jun 2024
go-to-market strategy
A go-to-market strategy (GTM strategy) is an action plan that specifies how a company will bring a new product or service to market while reaching its target customers. Continue Reading
By- Alexander S. Gillis, Technical Writer and Editor
- John Moore, Industry Editor
- Kate Brush
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Tip
21 Jun 2024
Is headless CMS the future of content management?
As headless CMS rises in popularity, IT leaders might wonder if it's a fad or if it will permanently affect the content management industry. Learn more in this expert tip. Continue Reading
By- Laurence Hart, CGI Federal
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Definition
14 Jun 2024
digital marketing
Digital marketing is the promotion and marketing of goods and services to consumers through digital channels and electronic technologies. Continue Reading
By- Alexander S. Gillis, Technical Writer and Editor
- Kinza Yasar, Technical Writer
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News
10 Jun 2024
Pegasystems' Blueprint enables automation with no code
Pegasystems uses generative AI to simplify previously difficult development tasks that unite back-office and front-office data, and launches a GenAI-led learning system. Continue Reading
By- Don Fluckinger, Senior News Writer
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Definition
10 Jun 2024
customer retention
Customer retention is a metric that measures customer loyalty, or an organization's ability to retain customers over time. Continue Reading
By- Cameron Hashemi-Pour, Site Editor
- Alexander S. Gillis, Technical Writer and Editor
- Scott Sachs, SJS Solutions
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Tip
07 Jun 2024
How to manage 4 common mobile payment issues
Mobile payments provide customers with a fast and secure way to pay without cash or physical cards. Managing these systems can be a complex task for organizations, however. Continue Reading
By- Michael Goad, CDW
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Feature
04 Jun 2024
7 ways AI is affecting the travel industry
AI has entrenched itself in the travel industry, assisting with planning, booking and customer service. Here's where you might see it in your travels. Continue Reading
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News
04 Jun 2024
SAP brings CX apps under one platform, debuts CX AI Toolkit
SAP releases a CX-specific AI toolkit that enables a digital 'personal shopper' and custom deployments of generative AI throughout the customer experience. Continue Reading
By- Don Fluckinger, Senior News Writer
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News
03 Jun 2024
Build or buy fintech AI? To Mastercard, the answer is 'both'
Mastercard's operations CTO discusses the company's data principles, global contact center outlay, and its rubric for building vs. buying AI -- not just the generative kind. Continue Reading
By- Don Fluckinger, Senior News Writer
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Tip
30 May 2024
12 benefits of customer retention
Customer retention can help organizations better understand their current customers' needs, issues and desires, so they can better support them and target more prospects. Continue Reading
By- Griffin LaFleur, Swing Education
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Tip
30 May 2024
How CPaaS improves CX operations and efficiency
Organizations have ramped up their use of communications platform as a service and APIs to expand communication channels between customers and contact center agents. Continue Reading
By- Beth Schultz, Metrigy Research
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News
23 May 2024
Salesforce Service Cloud adds Einstein generative AI tools
Salesforce Service Cloud will soon get generative AI tools that contact centers could theoretically use to turn CX from a cost center into a profit center. Continue Reading
By- Don Fluckinger, Senior News Writer
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Definition
23 May 2024
AIDA marketing model
The AIDA marketing model is a framework that describes a buyer's journey through four key stages: Attention, Interest, Decision and Action. Continue Reading
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News
22 May 2024
Salesforce to roll out marketing, e-commerce Einstein Copilots
Salesforce drops a number of new features for commerce and marketing users. Chief among them are generative AI copilots for marketing and e-commerce. Continue Reading
By- Don Fluckinger, Senior News Writer
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News
15 May 2024
Avaya looks ahead with acquisition, cloud CX, RingCentral deal
Rumors of Avaya's demise have been greatly exaggerated, CEO Alan Masarek assures longtime customers while making acquisitions, partnership deals and building a SaaS CX stack. Continue Reading
By- Don Fluckinger, Senior News Writer
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Feature
15 May 2024
Self-checkout systems: What to know before implementing
Between the COVID-19 pandemic and the surge of AI, a new era of business emerged relying less on humans and more on technology -- hence, the rise of self-checkout systems. Continue Reading
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News
14 May 2024
Genesys debuts customer service GenAI, journey management
Customer journey management and a bevy of generative AI tools, including more trademark empathy detection, were added to Genesys Cloud's contact center platform. Continue Reading
By- Don Fluckinger, Senior News Writer
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News
14 May 2024
Salesforce adds generative AI tools to Education Cloud
Customers discuss Salesforce's GenAI push into education with features that target business process automation for K-12 and college students and administrators. Continue Reading
By- Don Fluckinger, Senior News Writer
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Definition
10 May 2024
operational efficiency
Operational efficiency refers to an organization's ability to reduce waste of time, effort and material while still producing a high-quality service or product. Continue Reading
By- Katie Terrell Hanna
- Alexander S. Gillis, Technical Writer and Editor
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Podcast
06 May 2024
Salesforce open model AI strategy aims for trust, automation
The CRM and CX giant is leaning on generative AI for sales and customer service applications and is aiming to ensure that users can trust the output of large language models. Continue Reading
By- Shaun Sutner, News Director
- Esther Ajao, News Writer
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Tip
02 May 2024
How to optimize for the zero moment of truth
A zero moment of truth shapes CX, yet many organizations don't know they have control over it. Learn how to tackle the zero moment of truth expertly. Continue Reading
By- Beth Schultz, Metrigy Research
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Definition
01 May 2024
chatbot
A chatbot is a software or computer program that simulates human conversation or "chatter" through text or voice interactions. Continue Reading
By- Alexander S. Gillis, Technical Writer and Editor
- Kate Brush
- Jesse Scardina, News Writer
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Feature
30 Apr 2024
Benefits and challenges of a headless CMS
Headless CMSes enable omnichannel publishing and improve front-end flexibility. Yet, these platforms can have steep learning curves and require skilled front-end developers. Continue Reading
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News
25 Apr 2024
Oracle expands generative AI across its CX applications
Oracle beefs up its Fusion Cloud Customer Experience applications with GenAI tools for users of its sales, field service, marketing and contact center. Continue Reading
By- Don Fluckinger, Senior News Writer
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Tip
23 Apr 2024
5 benefits and examples of phygital customer experience
Modern customers expect brands to blend physical and digital channels for seamless CX -- often called phygital experiences. In turn, it helps businesses learn more about customers. Continue Reading
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Definition
23 Apr 2024
Twitter
Twitter is a free social networking site where users broadcast short posts known as tweets. Continue Reading
By- Amanda Hetler, Senior Editor
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News
16 Apr 2024
Zendesk users get generative AI infusion for customer service
Zendesk customers get their shot of GenAI, which comes in the form of agent tools, self-service workflow assistants and workforce management features. Continue Reading
By- Don Fluckinger, Senior News Writer
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Tip
12 Apr 2024
How agent assist technology works in the contact center
Contact centers that invest in agent assist technology can help their agents become more productive and eliminate tedious tasks to make their jobs easier. Continue Reading
By- Robin Gareiss, Metrigy
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News
08 Apr 2024
Sendbird launches in-app business messaging, dashboard
SMS and email channels are so noisy and subject to so many regulations that in-app messaging has appeal for businesses who want a direct customer communication channel. Continue Reading
By- Don Fluckinger, Senior News Writer
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Tip
01 Apr 2024
How to find the customer journey moments of truth
A moment of truth can turn a potentially positive experience into a negative one, and vice versa. Understanding moments of truth requires a complete knowledge of the customer journey. Continue Reading
By- Beth Schultz, Metrigy Research
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22 Mar 2024
10 best customer experience management software in 2024
As targeted CX becomes more important, customer experience management software offers more tools. Learn about some popular choices and how they can help an organization. Continue Reading
By- Kaitlin Herbert, Content writer
- Andrew Froehlich, West Gate Networks
- Linda Rosencrance
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Feature
20 Mar 2024
How AI is transforming the BPO industry and contact centers
Everyone is talking about AI, but which organizations are adopting it? BPOs are a great example, especially AI for internal CX strategies and contact centers. Continue Reading
By- Michaela Goss, Senior Site Editor
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News
14 Mar 2024
Oracle adds generative AI tools to Fusion CX applications
The new tools are among 50 generative AI features Oracle released for several Fusion applications, from CX to HR and supply chain. Continue Reading
By- Don Fluckinger, Senior News Writer
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News
21 Feb 2024
GenAI chatbots for customer care create new level of liability
Air Canada found liable for promises its chatbot made against the airline's policy; CX leaders discuss best practices for using generative AI in chatbots. Continue Reading
By- Don Fluckinger, Senior News Writer
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News
15 Feb 2024
Sitecore to bring more generative AI XM, XP clouds
Katie Johnson joined Sitecore after leading vertical market pushes at Salesforce and Talkdesk. In this Q&A, we discuss that, future generative AI plans and more. Continue Reading
By- Don Fluckinger, Senior News Writer
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Feature
08 Feb 2024
6 content moderation guidelines to consider
User-generated content can affect a company's reputation. Content moderation helps stop the spread of disinformation and unacceptable posts that can harm or upset others. Continue Reading
By- Amanda Hetler, Senior Editor
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Definition
06 Feb 2024
uncanny valley
The uncanny valley is a common unsettling feeling people experience when androids or humanoid robots and audio/visual simulations closely resemble humans in many respects but aren't quite convincingly realistic. Continue Reading
By- Alexander S. Gillis, Technical Writer and Editor
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Feature
06 Feb 2024
11 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
By- Amanda Hetler, Senior Editor
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Feature
02 Feb 2024
Why authenticity in marketing is important
Discover why authenticity in marketing is more important now than ever, and learn how brands can cultivate a more authentic presence to earn customer trust. Continue Reading
By- Ben Lutkevich, Site Editor
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Definition
31 Jan 2024
consumer data
Consumer data is the information that organizations collect from individuals who use internet-connected platforms, including websites, social media networks, mobile apps, text messaging apps or email systems. Continue Reading
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Tip
31 Jan 2024
7 customer experience trends to know in 2024
Customer experience trends like AI, customer data management and loyalty programs can all help organizations ensure they can attract and keep customers. Continue Reading
By- Christine Campbell, The Alpha Content Company
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Tip
31 Jan 2024
Field service management software vendors to know in 2024
The world of hybrid work turned nice-to-have field service features -- like remote project management and automation -- into vital capabilities. Learn which features vendors offer. Continue Reading
By- Christine Campbell, The Alpha Content Company
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Definition
29 Jan 2024
content analytics
Content analytics, also known as content intelligence, is the process of measuring and analyzing how users interact and engage with digital content. Continue Reading
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Definition
25 Jan 2024
cognitive diversity
Cognitive diversity is the inclusion of people who have different styles of problem-solving and can offer unique perspectives because they think differently, have divergent perspectives and come from varied backgrounds. Continue Reading
By- Rahul Awati
- Patrick Thibodeau, Editor at Large
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News
12 Jan 2024
SAP debuts 4 AI-based retail capabilities
At the National Retail Federation 2024 conference, SAP will feature new retail capabilities for predictive demand planning, predictive replenishment of goods and order management. Continue Reading
By- Jim O'Donnell, News Writer
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News
12 Jan 2024
Microsoft unveils new GenAI, data tools for retail industry
The tech giant is adding industry-specific features in Data Fabric along with GenAI Copilots designed to better personalize shopping as well as aid frontline workers in real time. Continue Reading
By- Eric Avidon, Senior News Writer
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Feature
10 Jan 2024
DXP vendors: More generative AI tools for websites to come
Generative AI has given designers, marketers and digital experience leaders new tools to more quickly create better, tightly personalized websites. DXP vendors plan to deliver more. Continue Reading
By- Don Fluckinger, Senior News Writer
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News
10 Jan 2024
Zendesk acquires Klaus for AI-backed quality assurance in CX
The customer service vendor acquires the vendor to build out its workforce management capabilities and bring a more integrated experience for users with both applications. Continue Reading
By- Mary Reines, News Writer
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Tip
03 Jan 2024
10 marketing automation best practices
Learn how marketing automation best practices, like using behavior-based triggers and A/B testing, can help marketers reach and engage more audiences. Continue Reading
By- Griffin LaFleur, Swing Education