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
24 Mar 2026
Salesforce adds Agentforce agentic AI to SMB packages
Salesforce sets up its SMB customers with Agentforce. Continue Reading
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Feature
23 Mar 2026
Enterprise AI is becoming a coordination problem
As organizations deploy more AI agents, the new challenge is not determining what they can do but how to coordinate them across workflows, applications and infrastructure. 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
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Definition
31 Jan 2023
weak tie theory
Weak tie theory is the proposition that acquaintances are likely to be more influential than close friends, particularly in social networks. Continue Reading
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Definition
24 Jan 2023
chief customer officer (CCO)
A chief customer officer, or customer experience officer, is responsible for customer research, communicating with company employees and taking charge of customer experience (CX) metrics. Continue Reading
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News
18 Jan 2023
Microsoft and Salesforce step up smart store retail tech
The tech giants are quickly evolving their technologies aimed at the brick and mortar commerce market, with new software for smart store analytics, CX and retail associates. Continue Reading
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Feature
10 Jan 2023
Ultimate guide to customer service for businesses
Good customer service can make or break a business -- which is why it's more important than ever to understand customer service and develop a strategy to implement it. Continue Reading
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Answer
09 Jan 2023
Personalization vs. segmentation: What's the difference?
Personalization and segmentation both bring different benefits to marketing teams and use different types of customers data. Find out the main differences between the two terms. Continue Reading
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Answer
04 Jan 2023
Why is personalization important?
Personalization is key in many marketing teams' strategies. It plays an important role in helping organizations retain customers, build trust among audiences and stay relevant. Continue Reading
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News
04 Jan 2023
Telus completes WillowTree acquisition in $1.2B CX deal
Telus acquired the developer of customer experience products, including mobile apps and unified web interfaces, and strengthened its position in the custom CX and UI market. Continue Reading
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Tip
16 Dec 2022
5 examples of personalization strategies
These real-world personalization strategies -- mixed with intent-based marketing, targeted emails and multimedia -- helped create long-lasting relationships with engaged customers. Continue Reading
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Feature
15 Dec 2022
2022 year in review: Top business topics
The business world saw changes in 2022. Themes -- such as the rise and fall of cryptocurrency, changes to social media and navigating employment -- are all included in this review. Continue Reading
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Definition
14 Dec 2022
revenue operations (RevOps)
Revenue operations (RevOps) is the strategic integration of sales, marketing and service departments to provide a better end-to-end view to administration and management, while leaving day-to-day processes within the departments. Continue Reading
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Definition
06 Dec 2022
BOPIS (buy online, pick up in-store)
BOPIS (buy online, pick up in-store) is a business model that allows consumers to shop and place orders online and then pick up their purchases in the brick-and-mortar store, often within the same day. Continue Reading
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News
02 Dec 2022
Tableau CEO Mark Nelson steps down, no successor to be named
Nelson ascended to the leadership role in March 2021 after the departure of Adam Selipsky. Salesforce, which acquired the analytics vendor in 2019, will now take on its leadership. Continue Reading
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Feature
01 Dec 2022
How to efficiently measure customer loyalty
Most organizations don't measure customer loyalty often or thoroughly enough to improve CX. This book excerpt explores tips and suggestions to measure loyalty more efficiently. Continue Reading
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Definition
23 Nov 2022
cost per engagement (CPE)
Cost per engagement (CPE) is an advertising pricing model in which digital marketing teams and advertisers only pay for ads when users interact with their campaign in some way. Continue Reading
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News
22 Nov 2022
OpenText's CEO on content AI, cloud strategy and hybrid work
OpenText CEO Mark Barrenechea discusses the state of Magellan, the massive Micro Focus acquisition, the metaverse and more in this wide-ranging conversation. Continue Reading
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Feature
17 Nov 2022
Mobile website vs. app: What's the difference?
As mobile usage continues to grow, apps and mobile websites can help you connect with customers. A mobile website has a broader reach, but an app allows more interaction. Continue Reading
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News
10 Nov 2022
Salesforce releases Genie for Healthcare, Patient 360 additions
Electronic medical records remain the systems of record in the Salesforce universe. Adding a CRM approach on top of that enables a better patient experience, the company believes. Continue Reading
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Feature
09 Nov 2022
10 best practices to make a mobile-friendly website
By adopting practices such as building a responsive layout and decluttering design, you can improve mobile user experience and rank higher in search engines. Continue Reading
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News
02 Nov 2022
Twilio delivers API-driven customer engagement platform
Twilio's new customer engagement platform merges Flex customer service and messaging with the Segment customer data platform. Continue Reading
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Definition
19 Oct 2022
CRM (customer relationship management) analytics
CRM (customer relationship management) analytics comprises all of the programming that analyzes data about customers and presents it to an organization to help facilitate and streamline better business decisions. Continue Reading
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News
19 Oct 2022
Oracle pushes forward with CX tech amid layoff cycle
Rumors of the demise of Oracle marketing, CRM and customer service turn out to be unfounded, as the company forges ahead with vertical-specific CX offerings. Continue Reading
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News
13 Oct 2022
Salesforce Industries adds Automotive Cloud CRM
Salesforce releases Automotive Cloud, a customer sales, service, marketing and commerce platform for car and truck dealers, manufacturers and financiers. Continue Reading
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News
12 Oct 2022
Microsoft adds conversational AI to Dynamics 365
At Ignite, Microsoft Dynamics 365 users get AI-based automation capabilities with emphasis on conversational intelligence for sales and customer service. Continue Reading
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Feature
11 Oct 2022
LinkedIn scams, fake Instagram accounts hit businesses, execs
Even the most secure business and executive social media accounts that have strong passwords and multifactor authentication are vulnerable to cloning schemes. Continue Reading
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News
06 Oct 2022
OpenText shares customer experience cloud platform roadmap
Two years after its initial release, OpenText Experience Cloud finds its footing with integrations to enable composable experiences with content and data. Continue Reading
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Definition
04 Oct 2022
hockey stick growth
Hockey stick growth is a growth pattern in a line chart that shows a sudden and extremely rapid growth after a long period of linear growth. Continue Reading
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News
04 Oct 2022
OpenText enhances CX package, customer data platform
OpenText CE 22.4, its latest quarterly release, adds content security, CDP enhancements, and integrations with Microsoft Teams and the Google BigQuery data warehouse. Continue Reading
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News
29 Sep 2022
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. Continue Reading
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Definition
23 Sep 2022
Salesforce Trailhead
Salesforce Trailhead is a series of online tutorials that coach beginner and intermediate developers who need to learn how to code for the Salesforce platform. Continue Reading
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News
15 Sep 2022
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. Continue Reading
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Definition
14 Sep 2022
screen door effect
The screen door effect is the occurrence of thin, dark lines or a mesh appearance caused by the gaps between pixels on a screen or projected image. Continue Reading
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Definition
01 Sep 2022
customer demographics
Customer demographics are categories of consumer populations that are relevant to a business' purposes, such as marketing and product design. Continue Reading
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News
30 Aug 2022
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. Continue Reading
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Tip
30 Aug 2022
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
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Feature
26 Aug 2022
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
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Definition
15 Aug 2022
data clean room
A data clean room is a technology service that helps content platforms keep first person user data private when interacting with advertising providers. Continue Reading
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News
10 Aug 2022
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. Continue Reading
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Definition
03 Aug 2022
recommerce
Recommerce is the selling of previously owned items through online marketplaces to buyers who reuse, recycle or resell them. Continue Reading
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Tip
27 Jul 2022
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
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Definition
21 Jul 2022
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
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Definition
20 Jul 2022
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
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Definition
18 Jul 2022
closed captions
Closed captions are a text version of the spoken part of a television, movie or computer presentation. Continue Reading
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Tip
24 Jun 2022
4 real-world customer journey map examples
Real-world examples of customer journey maps in action can help brands understand how customers feel amid the buying process and benefit customer relationships moving forward. Continue Reading
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Feature
14 Jun 2022
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
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Tip
06 Jun 2022
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
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Tip
01 Jun 2022
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
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Definition
05 May 2022
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
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Tip
03 May 2022
Best practices for initiating chatbot-to-human handoff
Contact centers perform a balancing act between AI and human agents. Support teams must train bots on chatbot-to-human handoffs and design AI aware of customer frustration. Continue Reading
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News
25 Apr 2022
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. Continue Reading
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Feature
19 Apr 2022
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
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Feature
18 Apr 2022
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
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Feature
01 Apr 2022
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. Continue Reading
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News
30 Mar 2022
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. Continue Reading
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Definition
30 Mar 2022
help desk
A help desk is the individual, group, organizational function or external service that an IT user calls to get help with a problem. Continue Reading
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Feature
30 Mar 2022
Why you need a total experience strategy to drive CX and EX
More companies are using a 'total experience' approach to win customers and support employees in the post-pandemic economy. But they won't find a single platform that does it all. Continue Reading
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News
28 Mar 2022
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. Continue Reading
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Definition
28 Mar 2022
business metric
A business metric is a quantifiable measure businesses use to track, monitor and assess the success or failure of various business processes. Continue Reading
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Tip
18 Mar 2022
How do experience maps vs. customer journey maps differ?
Customer experience maps and customer journey maps serve as the blueprints for buyer interactions. Despite these maps' similarities, they play different roles in organizations. Continue Reading
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Definition
09 Mar 2022
bot
A bot -- short for robot and also called an internet bot -- is a computer program that operates as an agent for a user or other program or to simulate a human activity. Continue Reading
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Definition
07 Feb 2022
social listening (social media listening)
Social listening, also referred to as social media listening, is the process of identifying and assessing what is being said about a company, individual, product or brand on the internet. Continue Reading
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News
21 Jan 2022
Adobe, Salesforce release tools to enhance retail experience
Adobe to open beta program for store-pickup features developed in partnership with Walmart; Salesforce debuts Datorama features for retailers. Continue Reading
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News
16 Dec 2021
Biden targets federal CX improvements with executive order
President Biden issues a detailed executive order that lays out agency-by-agency federal digital experience improvement mandates -- and builds accountability into the process. Continue Reading
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News
15 Dec 2021
ServiceNow-Qualtrics partnership tackles total experience
ServiceNow CEO Bill McDermott bought Qualtrics when he ran SAP, which spun it off after he left. McDermott renews his pursuit of Qualtrics, this time with a partnership. Continue Reading
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Feature
13 Dec 2021
5 examples of bad customer service and how to avoid them
Having a plan in place to handle, or hopefully avoid, bad customer service encounters is crucial to driving customer loyalty and retention. Continue Reading
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Feature
03 Dec 2021
8 tips to build and manage a customer service team
While customer service has its challenges, managers can build, run and maintain great customer service teams with good communication, up-to-date training and shared goals. Continue Reading
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Feature
30 Nov 2021
13 customer retention strategies that work
As the cost of acquiring new customers exceeds the cost of retaining existing customers, implementing an effective customer retention strategy should be a top priority. Continue Reading
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Feature
23 Nov 2021
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
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Feature
22 Nov 2021
Cisco customer experience manager: What makes good tech CX
Cisco users buy its hardware and apps through partners, mostly. Cisco's customer experience architect discusses how the company forges customer relationships. Continue Reading
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Feature
11 Nov 2021
Augmented reality emerges in customer experience tech
For customer experience, augmented reality is more common than virtual reality. Marketing and field service are the early adopters of AR, with sales and e-commerce trailing. Continue Reading
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News
02 Nov 2021
Microsoft Customer Experience Platform debuts
Microsoft introduces a number of CX tools, including the Customer Experience Platform, voice and SMS integrations, and technology for stores to connect physical and digital spaces. Continue Reading
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News
06 Oct 2021
Qualtrics releases Experience ID customer profile platform
Qualtrics Experience ID isn't labeled as a customer data platform, but it's not far off from one, as it aggregates customer info into individual profiles. Continue Reading
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Answer
20 Sep 2021
Revenue operations vs. sales operations: What's the difference?
While revenue operations focus on revenue growth and integration of sales, marketing and service departments, sales operations focus on sales department efficiency. Continue Reading
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Tip
02 Aug 2021
How relationship marketing works, its pros, cons and levels
An effective relationship marketing strategy can be a key component in acquiring new customers and retaining existing ones. Continue Reading
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Tip
02 Aug 2021
10 voice of the customer tools to consider
A voice of the customer tool is invaluable for creating an action plan to improve the customer experience. Continue Reading
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Tip
30 Jul 2021
Inside 5 big-name relationship marketing strategy examples
How does Nike form an emotional bond with sneakerheads? How does Starbucks know what latte flavors customers want? The answer lies in their relationship marketing strategies. Continue Reading
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Tip
25 Jun 2021
What to ask in a voice of the customer questionnaire
An effective voice of the customer questionnaire guides an organization to understand its customers better and improve its products or services. Continue Reading
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Tip
23 Jun 2021
7 best practices for a voice of the customer program
A voice of the customer program can be tremendously fruitful for an organization -- if it is done well. Continue Reading
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Tip
23 Jun 2021
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
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Feature
28 May 2021
Post-pandemic digital customer experience: What will change?
Overstock.com, FTD and Giant Eagle all revamped their CX tech stacks during the pandemic to meet the demand for online service, and upgrades continue. Continue Reading
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News
13 Apr 2021
Qualtrics XM/OS ties together experience data for users
Qualtrics releases an 'operating system' to manage and analyze customer and employee feedback data, and AI tools expanded to cover sentiment data and industry-specific scenarios. Continue Reading
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Tip
12 Apr 2021
Sentiment analysis: Why it's necessary and how it improves CX
Sentiment analysis tools are essential to detect and understand customer feelings. Companies that use these tools to understand how customers feel can use it to improve CX. Continue Reading
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Tip
09 Apr 2021
6 ways to use analytics to improve customer engagement
Organizations can delve into customer data to improve interactions, identify gaps and work toward better engagement. Here's how to start out, and how to build on what you have. Continue Reading
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News
01 Apr 2021
Qualtrics adds XM tools for marketing, service, B2B sales users
Post-SAP spinoff, Qualtrics moves quickly to give B2B sales users -- along with their marketing and customer service colleagues -- new features to sharpen post-pandemic business. Continue Reading
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News
24 Mar 2021
Acquia digital experience platform adds CX-friendly tools
After two years of transition, Acquia users get a first glance at how all of its recent acquisitions and product introductions align to build digital experiences. Continue Reading
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News
04 Mar 2021
Sitecore makes personalization, e-commerce acquisitions
Sitecore's $1.2 billion investment plan for cloud modernization kicks off with the acquisition of Boxever and Four51. Continue Reading
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Guest Post
25 Feb 2021
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
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News
24 Feb 2021
Digital queues avert COVID-19 vaccine registration crashes
Q&A with Cloudflare co-founder and CEO Matthew Prince on how digital waiting rooms can help public health agencies register their constituents for COVID-19 vaccinations. Continue Reading