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.

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

recommerce

Recommerce is the selling of previously owned items through online marketplaces to buyers who reuse, recycle or resell them. Continue Reading
brand

A brand is a product, service or concept that is publicly distinguished from other products, services or concepts so that it can be easily communicated and usually marketed. Continue Reading
return merchandise authorization (RMA)

An RMA (return merchandise authorization) is a numbered authorization provided by a mail-order or e-commerce merchant to permit the return of a product. Continue Reading

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

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
Compare pros and cons of live chat vs. phone support

Phone support offers personalized experiences, but live chat agents can answer simple inquiries more quickly. See how these service channels stack up against each other. Continue Reading
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

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