Customer journey mapping
Customer journey mapping is key to planning and improving the customer experience and identifying gaps in service quality, where customer retention is at risk. Experts share the latest news and strategies for tracing the buyer journey.
Top Stories
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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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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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Tip
05 Dec 2022
10 e-commerce marketing strategies for your business
Marketers have myriad tools in their belts -- from SEO to influencers to technology and tools. These strategies can improve anyone's e-commerce marketing plan. 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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News
29 Nov 2022
Amazon Connect users get Contact Lens AI chat analytics
Contact Lens expands into chat channels. Also on tap in Amazon Connect: Agent performance monitoring and expanded, machine learning-driven workforce management tools. Continue Reading
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Tip
18 Nov 2022
How to choose a customer data platform
CDPs centralize customer data, which can improve marketing insights. To choose the right CDP, CX leaders can create a team of stakeholders, identify goals and compare products. Continue Reading
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Tip
14 Nov 2022
Business benefits of a customer self-service strategy
Self-service channels can save organizations money while improving CX -- if done right. Explore these benefits and tips to keep in mind when building a self-service strategy. 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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News
09 Nov 2022
Zendesk updates focus on customer service AI 'ticket triage'
Zendesk incorporates intelligent triage -- AI-guided routing of tickets based on sentiment, urgency and complexity -- into its customer service platform. Continue Reading
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Feature
09 Nov 2022
AI-powered CRM platforms compared
CRM vendors can apply fundamental AI capabilities in various ways. Learn about the similarities and differences between AI functionality in the major CRM platforms. Continue Reading
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Guest Post
07 Nov 2022
Top e-commerce challenges for 2023 and how to overcome them
2023 will bring many e-commerce challenges that were exacerbated by the COVID-19 pandemic, like international trade and rising customer expectations. Here's how to overcome them. 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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Feature
01 Nov 2022
What's the difference between WFM and WFO?
WFM and WFO systems can automate employee schedules. However, WFO platforms include contact center features, such as call recording, to improve agent performance. Continue Reading
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News
28 Oct 2022
How Musk's Twitter takeover could affect business accounts
Potential changes to Twitter's advertising and security policies are top issues for business owners who rely on the social media platform for brand visibility and sales. Continue Reading
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Tip
28 Oct 2022
How to create the right self-service content for customers
Organizations should provide useful content to customers to help them solve problems without contacting customer service. Effective content gives customers answers quickly. Continue Reading
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News
26 Oct 2022
Contact centers weather pandemic, but are very different now
As customer service leaders dig out from the pandemic, Great Resignation and Great Relocation, they must deal with growing volume while competing for agents. Continue Reading
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Tip
26 Oct 2022
5 benefits of workforce optimization in contact centers
In an industry with high turnover, contact center leaders must engage with their agents. Workforce optimization tools can help improve employee satisfaction and productivity. Continue Reading
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News
25 Oct 2022
Salesforce releases cloud contact center update
New capabilities in Salesforce Contact Center give agents AI tools for analyzing voice conversations, AI bots for self-service and call routing, and more. Continue Reading
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Feature
24 Oct 2022
B2B vs. B2C e-commerce: What's the difference?
B2B e-commerce websites offer many ways to reach agents, whereas B2C sites prioritize self-service. E-commerce leaders must build their websites to meet their customers' needs. Continue Reading
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Tip
21 Oct 2022
Top 8 workforce optimization software tools to consider
Workforce optimization platforms combine scheduling features with gamification tools to help contact centers boost productivity. Top tools include Nice CXone, Genesys and Five9. Continue Reading
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News
19 Oct 2022
Qualtrics tackles contact center experience measurement
Can employee experience improvement, especially in the contact center, improve the customer experience? Qualtrics wants users to measure it and find out. 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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Feature
12 Oct 2022
Top 4 CRM systems comparison
What differentiates the 'big four' CRM providers? Explore the advantages and disadvantages of Salesforce, Oracle, Microsoft and SAP in this CRM comparison. 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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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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Tip
05 Oct 2022
10 tips to enhance and promote self-service platforms
Self-service platforms should be visible to customers, emphasized across all touchpoints and meet customers' needs. These tips can help enhance and promote self-service. Continue Reading
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Feature
30 Sep 2022
Top 5 trends for the future of marketing
Text messaging, hybrid experiences and Web3 may play key roles in the future of marketing. Learn how to fit these trends into marketing strategies moving forward. Continue Reading
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Answer
30 Sep 2022
Why is customer self-service important for contact centers?
The advancement of conversational AI coupled with customers' growing desire for empowerment has made self-service channels critical for contact centers. Continue Reading
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Tip
29 Sep 2022
How to create a zero-party data strategy
Zero-party data can enable better personalization and customer retention without tracking users across sites, like third-party cookies. These steps can kickstart your strategy. 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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Opinion
27 Sep 2022
Salesforce's Marc Benioff and Bret Taylor the latest co-CEO trial
Some software companies rule their worlds with co-CEOs for years. Other co-CEO arrangements don't last long. We consider the future of Salesforce's current chief executive duo. Continue Reading
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News
22 Sep 2022
Microsoft Viva Sales CRM automation focuses on end users
Microsoft Viva Sales takes AI notes from calls and automates data entry and other routine tasks. It's the latest tech to improve the sales rep experience. Continue Reading
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News
21 Sep 2022
Salesforce customers react as details about Genie emerge
Salesforce grows up by connecting all its clouds to one data platform. The hard part will be demonstrating value behind the investments it will require. Continue Reading
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News
20 Sep 2022
Salesforce Genie integrates automation, CDP, AI features
Salesforce Genie delivers a suite of automation, analytics and customer data tools the company claims is one of its biggest innovations over its 20-plus year history. Continue Reading
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Tip
16 Sep 2022
6 customer self-service best practices
Customer self-service best practices, such as the use of virtual assistants and omnichannel access, can reduce contact center wait times and enhance overall CX. Continue Reading
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News
15 Sep 2022
Salesforce new training goal: 20K new admins, developers
Salesforce partners with nonprofits and customers to mint more admins, developers and consultants needed to sustain the company's five-year growth plan. Continue Reading
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News
14 Sep 2022
Salesforce adds automation features across Customer 360
Salesforce's upcoming Customer 360 features include automation tied together with CDP data for sales, marketing, service and e-commerce. Continue Reading
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Opinion
13 Sep 2022
NFTs can boost customer loyalty -- if people would chill out
Starbucks launched an NFT loyalty program, which could change the public's -- and marketers' -- attitude toward the technology. But most people still have reservations. Continue Reading
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News
08 Sep 2022
HubSpot's growing CRM takes on Salesforce -- but not head-on
No one is saying that HubSpot is building a 'baby Salesforce' for small to medium-sized businesses. But it looks a lot like that is exactly what's happening. Continue Reading
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News
31 Aug 2022
DOT dashboard, Biden regs address airline customer service
The U.S. Department of Transportation's new dashboard shines light on airline passenger rights, and President Biden proposes new rules to make fees more transparent. 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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News
26 Aug 2022
Cloud e-commerce revives product information management tech
E-commerce managers have dusted off a tech oldie: the PIM system, 1990s tech that predates the internet's mass adoption. The new tools, of course, are way cooler. Continue Reading
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Tip
24 Aug 2022
Top 10 e-commerce software companies
E-commerce platforms can help organizations design and operate engaging online shops. Companies like SAP have offerings for large enterprises, whereas GoDaddy and Wix target SMBs. Continue Reading
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News
22 Aug 2022
Salesforce offers new pricing option with 'Easy' subscription
The Salesforce Easy subscription offers CRM, customer service and rudimentary email marketing in a self-service subscription and lower per-seat price. Continue Reading
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Tip
19 Aug 2022
4 types of loyalty programs and their benefits
Loyalty programs can improve brand recognition, increase sales and emphasize an organization's values. Get an in-depth look at four loyalty programs and what they offer. Continue Reading
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News
17 Aug 2022
NI CMO: Marketing should lead corporate social responsibility
As Gen Z holds brands accountable for corporate social responsibility values, Ana Villegas, CMO at NI (National Instruments), makes the case that marketing teams should handle CSR. Continue Reading
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Tip
16 Aug 2022
Key steps for an e-commerce planning process
E-commerce can help organizations grow their business online, but the venture brings the most success if planned properly. These steps can start organizations on the right path. Continue Reading
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Answer
15 Aug 2022
Zero-party data vs. first-party data: What's the difference?
Zero-party data comes from customer surveys and polls, but first-party data comes from customer web activity. Marketers can use both data types to personalize their ad campaigns. Continue Reading
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News
12 Aug 2022
Third-party cookies remain as Google advertising in DOJ's sights
If Google gets sued by U.S. antitrust authorities on the grounds its advertising network is a monopoly, marketers need to plan for how it may affect their operations. Continue Reading
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Tip
11 Aug 2022
Top 10 customer data privacy best practices
To ensure customer data remains secure and inaccessible to bad actors, organizations should implement best practices such as frequent data audits and employee trainings. 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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News
10 Aug 2022
Salesforce adds headless commerce capabilities
Salesforce enables 'composable commerce' -- headless e-commerce, where users bring their own interface designs -- for large brick-and-mortar retailers and online-only sellers. Continue Reading
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Tip
04 Aug 2022
How to market a loyalty program effectively
Loyalty programs boost customer retention, but organizations must first convince customers to sign up. Marketers can incentivize referrals and use mobile apps to gain enrollment. Continue Reading
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Feature
29 Jul 2022
Customer loyalty vs. brand loyalty: What's the difference?
Low prices can generate customer loyalty, whereas reliability and reputation foster brand loyalty. To maximize customer retention, organizations should strive for both. Continue Reading
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Feature
29 Jul 2022
AI chatbots don't need to be sentient, they just need to work
Chatbot users, vendors and ex-Google engineer Blake Lemoine discuss what is needed to make current chatbot tech more effective for customer service organizations. Continue Reading
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Tip
27 Jul 2022
5 ways to use social media in supply chain management
Amid a supply chain crisis, customers often turn to social media to voice frustration. Organizations need honesty, empathy and informative content to help disgruntled customers. 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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News
26 Jul 2022
Oracle releases major Fusion Sales CRM update, facelift
Oracle Fusion Sales users get a new UX and new features, including microsites called 'digital sales rooms,' which parallel Microsoft and Salesforce sales collaboration features. Continue Reading
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News
25 Jul 2022
SAP green CX tech aids sustainable retail, B2B sales
SAP users can tackle sustainable e-commerce -- and be accountable to customers wary of 'greenwashing' -- with a bundle of Qualtrics, CDP, e-commerce and other tech tools. Continue Reading
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Feature
20 Jul 2022
4 real-world examples of zero-party data
With zero-party data directly from consumers, marketing teams get better data to help retain customers and improve CX. These real-world examples highlight how this data works. Continue Reading
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News
19 Jul 2022
Microsoft releases cloud contact center platform
Contact center platform technology buyers have another option: Microsoft assembles a CCaaS from Nuance, Power Platform, Teams and -- for those who need it -- Dynamics 365 tech. Continue Reading
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Tip
18 Jul 2022
How to create a customer loyalty program in 9 steps
A customer loyalty program can help organizations better retain and understand their current customers and target audiences. These nine steps can lead to a successful program. Continue Reading
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Tip
15 Jul 2022
The role of customer service in the supply chain
Amid a supply chain crisis, delays can cause customer satisfaction to plummet. Organizations must use transparency, personalization and empathy to enhance customer service efforts. Continue Reading
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Answer
12 Jul 2022
How do companies protect customer data?
Companies can protect customer data through various technical tools and strategies, like authentication and encryption. But some types of data need more protection than others. Continue Reading
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News
12 Jul 2022
HubSpot releases free CMS with marketing, CRM integrations
HubSpot small-business users are the focus of free CMS, marketing automation and CRM features, after the company spent several release cycles wooing enterprise customers. Continue Reading
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News
11 Jul 2022
Optimizely CEO talks roadmap plans, A/B testing and DXP
Optimizely CEO explains why the company bet big on digital marketers' perpetual need for A/B testing. Also: how content management systems morphed into experience tech. Continue Reading
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Tip
07 Jul 2022
5 best practices for customer journey mapping
As CX teams create customer journey maps, they must set clear goals, collect feedback and embrace creativity. Failure to follow best practices can leave teams with inaccurate data. Continue Reading
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Answer
30 Jun 2022
Why are loyalty programs important?
Loyalty programs can help organizations retain their most valuable customers with special offers. Additionally, they can gather useful marketing data, increase referrals and more. Continue Reading
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News
29 Jun 2022
Salesforce users get more low-code automation, including RPA
Salesforce integrates MuleSoft RPA and Composer with Salesforce Flow, which avails low-code process automation and bot creation to line-of-business users. 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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Tip
24 Jun 2022
How to fit customer experience security into your strategy
Most organizations overlook security in their CX strategies. However, with collaboration, personalization, CIAM controls and more, organizations can offer a secure and positive CX. Continue Reading
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Guest Post
23 Jun 2022
How strong workplace values affect ethical marketing
Modern customers actively seek out companies with strong values that match their own, so brands should embrace ethical marketing strategies to ensure customers see their values. Continue Reading
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News
23 Jun 2022
Microsoft Viva Sales takes on Salesforce-Slack tandem
The Salesforce-Microsoft rivalry reignites as CRM applications vendors focus on employee experience by automating tasks that subtract selling time from a sales rep's day. Continue Reading
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News
23 Jun 2022
Salesforce Financial Services Cloud features focus on EX
Salesforce for Financial Services adds employee experience tools -- a nod to evolving digitization of banking, wealth management and insurance users' operations. Continue Reading
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News
20 Jun 2022
AWS Amazon Connect adds case management tools
The AWS contact center as a service, Amazon Connect, previews tools to manage cases. The features will drive more self-service workflows based on case data. Continue Reading
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News
16 Jun 2022
Salesforce Sales Cloud Unlimited Edition adds AI, automation
Pricing stays the same for Salesforce Sales Cloud's highest-level subscription, but formerly a la carte tools are now included that span AI-powered analytics and automation. 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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News
14 Jun 2022
Adobe adds CDP functionality for B2B use cases
Adobe catches up with the competition with the release of new customer data platform features for marketers, including a 'data clean room' and tools for B2B users. Continue Reading
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Answer
09 Jun 2022
What's the difference between SCM and CRM?
CRM platforms track customer interactions, whereas SCM platforms track materials and product shipments. Tech buyers should know how these platforms differ before making a purchase. Continue Reading
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News
08 Jun 2022
Salesforce moves forward with controversial NFT Cloud pilot
Salesforce integrates with TikTok and adds marketing and e-commerce features to its platform -- including NFT Cloud, which sparked controversy earlier this year. Continue Reading
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News
06 Jun 2022
Contact center orchestration features on tap from Genesys
Genesys is set to productize contact center technology from LogMeIn Bold360, Exceed.ai and Pointillist acquisitions to better compete with Microsoft, Zoom and Salesforce. 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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Opinion
31 May 2022
The Readability Consortium's lessons for marketing content
The University of Central Florida, Adobe and Google band together to study digital readability. Those who create marketing content can get an edge if they pay close attention. Continue Reading
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Tip
26 May 2022
Understanding the 3 types of CRM systems
To get the most out of a CRM system, organizations must decide whether an operational, analytical or collaborative CRM system is right for them. Continue Reading
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Tip
25 May 2022
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
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News
25 May 2022
Lob launches direct mail automation platform
As direct mail makes a comeback, longtime API vendor Lob launches a web front end to automate physical mail campaigns directed by marketing automation data. Continue Reading
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Tip
24 May 2022
What are the benefits and challenges of CRM?
CRM platforms can boost CX with business insights if sales agents use them properly. Sales leaders should know the benefits and challenges of these platforms before purchasing. Continue Reading
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News
24 May 2022
Pegasystems acquires process mining tech, partners with CDP
Pegasystems partners with Celebrus CDP and Google Cloud to expand the reach of its CX tools and acquires Everflow, a process mining tech company. Continue Reading
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News
20 May 2022
Oracle plugs customer data platform into customer service
Oracle Service adds Unity CDP integration to afford contact center agents a historical view of customer interactions and new features. Continue Reading
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Tip
19 May 2022
The future of DMPs in a post-cookies world
DMPs are still important in marketers' jobs, but the move away from third-party cookies threatens the DMP's future. Here's what marketers and DMP providers need to know. Continue Reading
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News
16 May 2022
Customer experience technology's next phase as teams regroup
In this Q&A, Eastern Bank CX head Rich Dorfman discusses how the pandemic shifted approaches to tech, transformation, and measurement of customer and employee experience. Continue Reading
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Tip
13 May 2022
5 upcoming CCaaS trends to watch
As organizations plan to increase CX spending over the next few years, they should pay attention to CCaaS trends, like agents changing workspaces and integrations with UCaaS. Continue Reading
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News
11 May 2022
Zendesk enhances CRM, low-code customer service chatbots
Zendesk's Answer Bot moves past the knowledge base and gets a low-code interface so that business users can orchestrate automated conversations. Continue Reading
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News
10 May 2022
SAP reboots Service Cloud, adds retail recommerce
SAP venture-backed Feather by SAP integrates marketplaces for retail users to give their customers a place to resell goods they've bought from them. Continue Reading
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News
06 May 2022
Square exec discusses metaverse, electronic payment trends
Millions of physical and online merchants use Square's payment processing services. We discuss retail tech trends with Roshan Jhunja, Square head of retail. 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
02 May 2022
Metaverse shopping 101, from Forever 21's Roblox store creator
The founder of the agency behind Forever 21's Shop City explains what it is -- and what it isn't -- and what retailing in the metaverse will eventually look like. Continue Reading
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News
29 Apr 2022
Contact centers struggle to improve employee experience
AI, better workforce management tools and conversation intelligence are key technologies to help customer service teams get through the current rough patch. Continue Reading
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Tip
29 Apr 2022
How the convergence of UCaaS and CCaaS affects businesses
The UCaaS and CCaaS markets began to converge so organizations could handle internal and external communications on one platform. But integration requires planning and consideration. Continue Reading
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Opinion
28 Apr 2022
Smart brands will change approach to marketing email, cookies
You'd think marketers got the hint to move past third-party cookies and marketing emails once Google, Apple and regulators all stepped in to protect consumers. Not yet. Continue Reading