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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Tip
03 Mar 2026
Identity-first CX blends customer convenience and security
Identity-first customer experience is an interesting and ambitious concept that melds customer ease of use and security controls. Sounds great, but can it be done? Continue Reading
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News
03 Mar 2026
SAP renames Emarsys SAP Engagement Cloud
The legacy of SAP's Qualtrics acquisition is complete. Continue Reading
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Tip
26 Oct 2023
Why is a customer experience framework essential?
A customer experience framework can help CX teams streamline their workflows, showcase the value of a customer-first culture and improve customer engagement and satisfaction. Continue Reading
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Tip
18 Oct 2023
5 real-world examples of customer obsession
Customer obsession requires organizations to place clients' needs at the center of all operations. Real-world examples include Equinox, Tabrick and GreenPal. Continue Reading
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Guest Post
11 Oct 2023
How product-led growth can help scale your business
With a product-led growth strategy, you can take the pressure off your sales and marketing teams and center what really matters: the product and the customer. Continue Reading
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Feature
10 Oct 2023
A customer experience provider's take on Amazon Bedrock
Alida gained early access to the foundation model service in June. It found value using Anthropic's Claude summarization capability within the service. Continue Reading
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Podcast
10 Oct 2023
CX and generative AI coexisting, carefully
Tech journalist Don Fluckinger talks to the Targeting AI podcast team about generative AI's potential for better customer service and how the technology falls short. Continue Reading
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News
03 Oct 2023
Zendesk offers more AI tech with AI for Voice, AI bots
The customer experience vendor released intelligent bots to quickly answer customers' questions and unveiled a tool to summarize transcripts of customer calls with agents. Continue Reading
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News
26 Sep 2023
SurveyMonkey Forms has new templates, pre-built prompts
The vendor brings new capabilities such as pre-built question fields with Forms, an online form creation tool, to make it easier for businesses to collect data from customers. Continue Reading
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News
18 Sep 2023
Zoom releases work management tools for the contact center
The video conferencing vendor expands its CCaaS offerings with its Workforce Engagement Management suite, which includes forecasting and scheduling tools for agents and managers. Continue Reading
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Feature
14 Sep 2023
Social media marketing strategies: Cut cliches, add opinions
Effective online engagement with customers starts with conversations that use feelings and opinions, rather than cliches and facts, to build lasting relationships. Continue Reading
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News
13 Sep 2023
Pegasystems releases new GenAI tools for Pega Infinity '23
The vendor is out with new GenAI features for Pega Infinity '23. It also renews its business process management focus and makes other updates generally available. Continue Reading
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Guest Post
07 Sep 2023
How AI can benefit CX and customer service
If you mix AI into your customer service strategy, you're more likely to keep customers satisfied and employees efficient. Check out three uses for AI in customer service. Continue Reading
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News
31 Aug 2023
8x8 releases conversational AI tools for the contact center
The cloud-based UC vendor releases voice technology to enable CX workers to connect self-service and agent-assisted workflows and receive conversation context from voicebots. Continue Reading
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Definition
30 Aug 2023
skeuomorphism
Skeuomorphism is when something is designed with extra ornamentation to make it resemble another object so it is more familiar. Continue Reading
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Definition
29 Aug 2023
customer satisfaction (CSAT)
Customer satisfaction (CSAT) is a measure of the degree to which a product or service meets customer expectations. Continue Reading
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News
24 Aug 2023
Salesforce unveils new tools for field service workers
The CRM vendor's new tools for service workers include a virtual appointment scheduler and a platform to view details about customers' purchased products and service history. Continue Reading
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News
23 Aug 2023
Twilio's new CDP tool unites data for more personalization
Twilio's new tool uses its customer data platform, Segment, to connect real-time unified customer profiles with isolated data and boost marketing customization for better CX. Continue Reading
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Definition
23 Aug 2023
What is brand recognition?
Brand recognition is the extent to which a consumer can correctly identify a particular product or service just by viewing the product or service's logo, tagline, packaging or advertising campaign. Continue Reading
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Answer
21 Aug 2023
6 must-have customer experience roles for success
A well-rounded CX team is essential for meeting and exceeding customer expectations when engaging with a company. Continue Reading
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Feature
17 Aug 2023
Genesys offers workforce management tool to measure EX
A contact center management firm uses a Genesys tool that collects information about employees' experience to uncover organizational weaknesses and identify ways to improve. Continue Reading
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Feature
16 Aug 2023
Online forms tool offers custom designs and user insights
Digital marketing agency SmartBug Media uses digital customer survey platform Typeform to create custom-designed, brand-appropriate questionnaires and collect user data insights. Continue Reading
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Feature
14 Aug 2023
Customer communications management key to CX success
Companies of all sizes are using the latest tech such as generative AI, online store apps, and collaboration tools like video calling to improve CX for B2B and B2C businesses. Continue Reading
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Podcast
14 Aug 2023
AI good and evil as portrayed in the movies, and reality
The classic '2001: A Space Odyssey' paints HAL the computer as evil, but Meryl Streep's helpful assistant in 'The Devil Wears Prada' might be closer to how AI behaves in real life. Continue Reading
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Definition
10 Aug 2023
customer journey orchestration
Customer journey orchestration is the coordination of customer experiences in real time, in an omnichannel environment, to better understand customer needs and encourage further interaction with a brand. Continue Reading
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Definition
10 Aug 2023
What is customer experience management (CXM)? Ultimate guide
Building brand loyalty among customers involves a customer-centric strategy and measuring feedback through voice of the customer data to improve customer experiences. Continue Reading
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Feature
10 Aug 2023
Link rot explained: Everything you need to know
Link rot, the deterioration of hyperlinks over time, leads to broken links on the internet, data loss and other issues. Prevent and fix link rot with proper mitigation techniques. Continue Reading
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Tip
09 Aug 2023
9 customer journey mapping tools that can improve your CX
Customer journey mapping tools provide valuable insights into the customer experience. Learn more about some of the top tools and how to choose the right one. Continue Reading
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Guest Post
09 Aug 2023
Why businesses should prioritize customer retention
Proper customer retention can help businesses grow, save money and better understand consumers. Its benefits can lead to better customer experiences and greater business success. Continue Reading
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Tip
08 Aug 2023
How to collect customer feedback
Businesses that collect customer feedback are more likely to create positive experiences and address issues. Analyzing feedback can show deeper insights into customer sentiment. Continue Reading
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Tip
08 Aug 2023
What does it mean to be customer obsessed?
Customer obsession can boost a brand's reputation and profits. But it requires C-suite dedication to CX, high levels of personalization and a positive employee experience. Continue Reading
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Feature
04 Aug 2023
Banks aim to improve customer experience for users online
Tactics to increase digital interactions include improving contact center tools, prioritizing UX design and merging digital capabilities with real-time human service. Continue Reading
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Tip
03 Aug 2023
Customer experience strategy: 5 tips to build a valuable CX
The best CX strategy should provide value to both the customer and the business. However, it requires support from leadership and significant investments in technology. Continue Reading
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Tip
03 Aug 2023
7 ways to successfully align your sales and marketing teams
Learn how to create a close collaboration between sales and marketing that can lead to more effective marketing campaigns, an increase in qualified leads and a boost in revenue. Continue Reading
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Tip
03 Aug 2023
How to create a customer journey map -- with template
Customer journey maps help CX teams delve into the data gathered during a customer's experience. They also help businesses to understand the failures and successes of sales. Continue Reading
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Tip
03 Aug 2023
How to gather and evaluate customer sentiment
Businesses can harvest customer sentiment from a variety of places, including social media, surveys, likes, comment cards, contact centers and word-of-mouth. Continue Reading
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Tip
31 Jul 2023
ABM vs. demand generation: How are they different?
ABM and demand generation differ in significant ways. But when approached correctly, the two can complement one another, leading to higher revenue and long-term customer loyalty. Continue Reading
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Tip
31 Jul 2023
12 essential ABM metrics and KPIs to measure success
Account-based marketing metrics let teams effectively engage with key decision-makers within target accounts, strengthen customer loyalty and identify areas of improvement. Continue Reading
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Tip
31 Jul 2023
Account-based marketing vs. lead generation, explained
Discover the key differences between lead generation and account-based marketing, as well as pros and cons and how to decide which approach is best for your organization. Continue Reading
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Definition
31 Jul 2023
demand generation
Demand generation is the process of creating and cultivating interest in a product or service with the goal of generating high-quality leads that can be nurtured into loyal customers. Continue Reading
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Feature
28 Jul 2023
Urban doom loop explained: What it means for businesses
Offices are exceedingly vacant across major cities, and some experts worry it's indicative of an urban doom loop. Continue Reading
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Tip
27 Jul 2023
Customer experience vs. customer service: How do they differ?
Customer experience and customer service are not the same, but they do have a shared goal: to ensure customers are satisfied and return for repeat business. Continue Reading
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Definition
27 Jul 2023
account-based experience (ABX)
Account-based experience (ABX) is a business-to-business (B2B) strategy in which the sales, marketing and customer success departments work together to provide accounts with a unified, personalized experience throughout the buyer journey. Continue Reading
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Tip
26 Jul 2023
CX personalization: Why it's important and how to deliver it
A personalization strategy can increase brand loyalty and customer retention by providing relevant content to customers when they need it. Here's how to get started. Continue Reading
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Tip
26 Jul 2023
Why customer journey touchpoints matter
Customer journey touchpoints allow businesses to create an excellent customer experience and drive long-lasting customer loyalty -- if understood and optimized properly. Continue Reading
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Tip
25 Jul 2023
Top 12 demand-generation strategies for quality leads
Demand generation can play a key role in increasing revenue. Learn some effective demand-generation strategies that stimulate interest in a company's product or service. Continue Reading
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Tip
24 Jul 2023
Top 9 benefits of account-based marketing
Account-based marketing is a targeted approach to building or strengthening customer relationships. Learn how this strategy can make your marketing campaigns even more effective. Continue Reading
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Opinion
19 Jul 2023
Meta's Threads erupts as potential customer service channel
Threads may or may not be a Twitter-killer, but if 100 million people signed up for it in its first five days, your customer service team should consider supporting it -- and fast. Continue Reading
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Tip
19 Jul 2023
7 ways to collect customer data that keep you compliant
Organizations can collect customer data through cookies and sales transactions, but they must be transparent and ensure they follow government regulations for data privacy. Continue Reading
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News
19 Jul 2023
Qualtrics uses AI to analyze customer needs for better CX
Qualtrics unveils new generative AI tools to minimize time spent searching for and disseminating customer feedback and creating text responses to increase brand loyalty. Continue Reading
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Tip
14 Jul 2023
5 tips for creating customer journey maps from buyer personas
Organizations can create a journey map for each buyer persona. To create the map, CX teams should use data, consider many viewpoints and apply a central governance framework. Continue Reading
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Tip
13 Jul 2023
8 customer journey KPIs that businesses should track
To ensure CX teams properly track their customers' journeys, use KPIs such as churn and engagement rates to help inform what users enjoy and where they get stuck. Continue Reading
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Feature
12 Jul 2023
10 top customer experience certification programs
Several organizations offer customer experience certifications, including CXPA, Medallia, Forrester and the Customer Service Institute of America. Continue Reading
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News
06 Jul 2023
Event analytics tool answers CX data queries using ChatGPT
Mixpanel aims to improve users' CX strategy with its new generative AI-supported data query tool, which lets users type CX data-related questions and get answers in chart format. Continue Reading
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Feature
20 Jun 2023
4 components of a customer obsession model
Customer-obsessed organizations put customers at the heart of their operations. A customer obsession model requires important elements like a data strategy and leadership support. Continue Reading
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Tip
15 Jun 2023
8 CX challenges facing organizations and how to address them
There are many barriers to effective CX initiatives, but most revolve around communication at the consumer and enterprise level. Continue Reading
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Tip
14 Jun 2023
7 benefits of customer experience management
A customer experience management strategy brings many benefits, including a reduced customer churn rate, lower marketing costs and improved crisis management. Continue Reading
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News
13 Jun 2023
Salesforce moves forward with secure, private generative AI
With its new AI Cloud and built-in Einstein GPT Trust Layer, The CRM and CX vendor is investing in generative AI technology and adding data security and privacy features. Continue Reading
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Definition
12 Jun 2023
phygital
Phygital (physical plus digital) is a marketing term that describes blending digital experiences with physical ones. As customer interaction channels proliferate, organizations aim to seamlessly integrate these channels. Continue Reading
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Answer
07 Jun 2023
CXM vs. CRM: Which platform is best for your business?
CXM and CRM systems help organizations boost customer satisfaction, but CXM focuses on how customers perceive a brand, while CRM helps employees understand their customers. Continue Reading
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Definition
06 Jun 2023
digital ecosystem
A digital ecosystem is a group of interconnected information technology resources that can function as a unit. Continue Reading
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Definition
05 Jun 2023
churn rate
Churn rate is a measure of the number of customers or employees who leave a company during a given period. Continue Reading
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Feature
02 Jun 2023
7 must-have skills for customer experience professionals
CX professionals must seek to understand customer problems and perspectives, so they need skills in communication, data collection, relationship building and empathy. Continue Reading
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News
17 May 2023
Zoom takes on Anthropic's AI assistant for Contact Center
The video and collaboration platform vendor has allied with OpenAI spinoff Anthropic and is integrating Anthropic's chatbot, Claude, for a decentralized approach to training AI. Continue Reading
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News
15 May 2023
SAP's next step for CRM? Industry-oriented CX
SAP has tightened its approach to CX, providing a composable architecture designed for specific industries that shifts away from competing with market leaders such as Salesforce. Continue Reading
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News
10 May 2023
Zendesk out with generative AI-supported tools for better CX
In partnership with ChatGPT creator OpenAI, the customer service vendor introduces smart CX tools such as sentiment analysis for faster workflows and bots for contextual replies. Continue Reading
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Definition
09 May 2023
Drupal
Drupal is a free, open source content management system (CMS) to build and maintain websites, online directories, e-commerce stores, intranets and other types of digital content. Continue Reading
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Definition
08 May 2023
emotions analytics (EA)
Emotions analytics (EA) software collects data on how a person communicates verbally and nonverbally to understand the person's mood or attitude. Continue Reading
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Feature
02 May 2023
Bleisure travel explained: Everything you need to know
Popular bleisure travel destinations include San Francisco, Tokyo and Melbourne. Continue Reading
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Feature
28 Apr 2023
How businesses improve customer experience with AI
AI bolsters the consumer journey by improving personalization for enterprise marketing and unlocking data extraction for customer calls to the contact center. Continue Reading
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Opinion
27 Apr 2023
Customer service drives retention, operational efficiency
In times like these, organizations often prioritize and invest in service and support, as they need technology that helps retain customers. New data shows it is happening again. Continue Reading
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News
25 Apr 2023
Salesforce brings Einstein GPT to Field Service Mobile
The CRM giant harnesses generative AI to let Field Service Mobile users create drafts and discuss customer problems on Slack and help them find self-service tools. Continue Reading
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News
19 Apr 2023
Salesforce integrates Einstein GPT and Data Cloud into Flow
The CRM giant updated Flow, its automation toolkit, with generative AI and Data Cloud capabilities to trigger automatic responses using natural language prompts and real-time data. Continue Reading
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Tip
12 Apr 2023
6 customer success plan templates for common situations
Customer success teams can follow the same general processes to onboard, renew or offboard customers. These templates can help shape those outreach strategies. Continue Reading
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Definition
11 Apr 2023
social CRM
Social CRM, or social customer relationship management, is customer relationship management and engagement fostered by communication with customers through social networking sites such as Twitter and Facebook. Continue Reading
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Definition
11 Apr 2023
Oracle Customer Experience Cloud (Oracle CX Cloud)
Oracle Customer Experience Cloud (Oracle CX Cloud) is a suite of cloud-based tools for customer relationship management (CRM), sales, marketing, customer service, e-commerce and other tools, such as configure, price, quote (CPQ) tools. Continue Reading
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News
05 Apr 2023
Salesforce forms new Trailblazer community group for sales
The CRM software giant aims to fill sales personnel gap with new sales-focused learners group named Salesblazer and sales certification for existing courses. Continue Reading
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Definition
30 Mar 2023
customer touchpoint
A customer touchpoint is any direct or indirect contact a customer has with a brand. Continue Reading
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Definition
30 Mar 2023
customer service charter
A customer service charter is a document that outlines how an organization promises to work with its customers along with providing insights into how an organization operates. Continue Reading
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Opinion
29 Mar 2023
How generative AI will sink or swim in customer service
Generative AI may have captured the tech world's mindshare, but it will have to be commercialized well for customer service applications in the contact center. Continue Reading
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Tip
24 Mar 2023
8 customer success software platforms to consider
Proper customer success requires the right tools to keep customers satisfied. Here, dive into eight popular platforms on the market, including their features and benefits. Continue Reading
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Tip
23 Mar 2023
The raw -- yet burgeoning -- potential of coreless banking
While coreless banking is still a novel concept, it shows strong potential to liberate banks from the rigid software systems that have dominated the industry for decades. Continue Reading
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News
22 Mar 2023
Adobe unveils new collaboration tool for marketing teams
The CX giant revealed new technology for faster workflows between marketing, product and data teams to collaborate on marketing campaigns in its new Product Analytics platform. Continue Reading
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Definition
22 Mar 2023
moment of truth (marketing MOT)
A moment of truth (MOT) is marketing lingo for any opportunity a customer (or potential customer) has to form an impression about a company, brand, product or service. Continue Reading
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News
21 Mar 2023
Adobe Firefly brings generative AI image marketing tool
The CX giant's Firefly is an image creator trained on millions of visuals from Adobe stock content to understand written commands and make images for better marketing. Continue Reading
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News
21 Mar 2023
Nvidia aims at generative AI, joins with image stock firms
The AI hardware/software vendor offers services for enterprises to build generative models without starting anew each time. The vendor is also teaming with Adobe and Getty Images. Continue Reading
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Definition
17 Mar 2023
product-qualified lead (PQL)
A product-qualified lead (PQL) is an individual or business that experienced value from using a product as a result of a free trial, use of a limited feature model or other types of first-hand experience with a product. Continue Reading
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Feature
16 Mar 2023
How Gen Z will shape the future of customer experience
The future of customer experience is in the hands of Gen Z -- and new technologies, like generative AI and XaaS. These trends will affect consumer and enterprise markets alike. Continue Reading
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News
08 Mar 2023
Qualtrics' customer experience tools enter rage-filled times
Qualtrics rolls out new customer experience tools while it ponders a buyout from Silver Lake, a private equity firm. Continue Reading
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News
07 Mar 2023
HubSpot intros AI tools to make content creation easier
The new AI tools are aimed at marketing, sales and customer service teams that create websites and blogs. They also provide customers with a natural language chat-based experience. Continue Reading
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News
07 Mar 2023
Salesforce joins generative AI ranks with Einstein GPT
The CRM giant capitalizes on GPT 3.5 tech, weaving generative AI into code creation, Slack tools and customer interactions. The vendor also launched a $250M AI investment fund. Continue Reading
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News
06 Mar 2023
Microsoft's new Dynamics 365 Copilot uses generative AI
Copilot accelerates routine tasks for marketing and sales teams like creating email responses and collecting customer insight data, intensifying the AI race in CRM software. Continue Reading
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News
01 Mar 2023
Generative AI-supported tools coming from Pegasystems
CRM platform Pega Infinity will incorporate artificial intelligence language tools for quicker task management, insight visualization and app development. Continue Reading
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Feature
28 Feb 2023
Customer success vs. customer support: What's the difference?
Customer support and customer success sound similar, but they're distinct business practices. Differences include approach, metrics, maturity and skills. Continue Reading
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News
24 Feb 2023
CRM titan Salesforce is squeezed in a competitive market
CRM and CX giant Salesforce is plagued by an activist investor, slower business growth and pressure to increase profit margins with layoffs as the CRM market gets more competitive. Continue Reading
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Definition
22 Feb 2023
live chat (live support)
Live chat (live support) is technology that provides companies with a way to interact with users when they visit an organization's media properties. Continue Reading
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Definition
16 Feb 2023
customer churn (customer attrition)
Customer churn, also called customer attrition, is the number of paying customers who fail to become repeat customers. Continue Reading
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Answer
15 Feb 2023
What does a customer success manager do?
The customer success manager is an essential CX role that takes a proactive approach to ensuring customer loyalty and retention when the sales process is complete. Continue Reading
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Definition
13 Feb 2023
brand ambassador
A brand ambassador is an advocate of a particular company's products and services. In marketing, brand ambassador may actually be a paid position and job title. Continue Reading
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Definition
06 Feb 2023
Net Promoter Score (NPS)
Net Promoter Score (NPS) is a metric that organizations use for assessing customer loyalty toward their brand, products or services. Continue Reading
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News
03 Feb 2023
Salesforce upheaval likely as Elliott Management moves in
As the CRM and CX giant's financial fortunes have sagged in recent years, activist investor funds have targeted the vendor for cuts that could slow technology R&D and investment. Continue Reading
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Podcast
31 Jan 2023
ServiceNow workflow can smooth ERP edges with partner help
ServiceNow vice presidents Jeff Gore and Kirsten Loegering explain what's involved in implementing the platform to improve the employee experience on ERP and HR systems. Continue Reading