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Modern CX tech stack: The core components and how to build it
A CX tech stack should integrate key components to unify customer data and support personalization. But the stack should be simple and include only essential tools.
News
Qualtrics expands synthetic research marketing, testing tech
Qualtrics attempts to meld agentic AI and digital twins for A/B testing in marketing and product development, and to improve CX.
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Signals emerging across enterprise infrastructure decisions
Device ecosystems, identity frameworks and orchestration tools reveal how enterprise platforms are beginning to interact as part of broader infrastructure systems.
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15 customer service email templates and tips
Email remains a key customer service channel for many organizations. Explore 15 customer service email templates teams can use to respond to common support scenarios.
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Marketing & Sales News
Stitch Fix's AI brand agent -- with human help -- nails the look
You can't legislate good taste, but you can have agentic AI steer customers into it.
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E-Commerce
Visual search optimizes images, improves customer reach
E-commerce professionals and CX leaders should follow certain visual search strategies to improve online product visibility and customer engagement.
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Customer Service & Contact Center News
Agentforce Contact Center brings native CCaaS to Salesforce
Salesforce launches Agentforce Contact Center, a native CCaaS platform that unifies voice, AI, CRM and digital channels to deliver personalized, proactive customer service.
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Customer Experience Management Get Started
15 customer service email templates and tips
Email remains a key customer service channel for many organizations. Explore 15 customer service email templates teams can use to respond to common support scenarios.
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Customer Data Management Evaluate
Signals emerging across enterprise infrastructure decisions
Device ecosystems, identity frameworks and orchestration tools reveal how enterprise platforms are beginning to interact as part of broader infrastructure systems.
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CRM Tools & Strategy
4 governance pressures shaping enterprise AI
Enterprise AI may move fast, but institutional accountability does not. Governance and structural alignment determine how safely AI expands into customer-facing systems.
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Customer Experience
Deliver a Greater Customer Service Experience with ServiceNow CSM
Learn how ServiceNow CSM can help you on your journey to provide the ultimate customer service experience.
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IT Workflows
Transform Your Organization With Modern and Resilient IT Services
Learn how ServiceNow’s IT solutions can help your organization seize the upside of operational resilience and raise employee agility.
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Hyperautomation
Create a Powerful, Unified Experience with Hyperautomation and Low-Code
Learn how to deliver modern workflows, apps, and automation at scale with a single hyperautomation platform.
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Signals emerging across enterprise infrastructure decisions
Device ecosystems, identity frameworks and orchestration tools reveal how enterprise platforms are beginning to interact as part of broader infrastructure systems.
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Employee conversational analytics unlocks business insights
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Potential Salesforce pricing reset latest sign of 'SaaSpocalypse'
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Salesforce layoffs continue as high-ranking executives leave
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Problem Solve
10 strategies to improve contact center agent performance
Contact center agent performance improves when organizations combine training, feedback, routing and self-service with the right data, tools and support.
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8 challenges customer success teams face
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The top challenges of influencer marketing and their solutions
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Contact center fraud: How to detect and prevent it
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5 economic models that drive AI success in CX strategies
Integrating AI technologies into customer experience workflows can cut costs. But focusing solely on cost reduction misses opportunities to accelerate revenue.
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A guide to contact center security best practices
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How to improve the contact center experience for customers
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6 ways customer experience can increase sales
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Customer Experience Basics
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15 customer service email templates and tips
Email remains a key customer service channel for many organizations. Explore 15 customer service email templates teams can use to respond to common support scenarios.
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Omnichannel orchestration engages customers, drives revenue
Omnichannel orchestration enables businesses to personalize customer interactions, reduce friction and coordinate teams for lasting business outcomes and customer loyalty.
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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?
Multimedia
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The history and evolution of CRM
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The evolution of chatbots and generative AI
Vendor Resources
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News
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Marketing and sales
Stitch Fix's AI brand agent -- with human help -- nails the look
You can't legislate good taste, but you can have agentic AI steer customers into it.
-
Customer service and contact center
Agentforce Contact Center brings native CCaaS to Salesforce
Salesforce launches Agentforce Contact Center, a native CCaaS platform that unifies voice, AI, CRM and digital channels to deliver personalized, proactive customer service.
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Customer experience management
Pegasystems adds vibe coding to Blueprint app builder
Pega Blueprint combines conversational code with drag-and-drop feature editing.
Search Customer Experience Definitions
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- What is direct marketing?
- What is mobile CRM?
- What is field service management (FSM)?
- What are customer service and support?
- What is quality of experience (QoE or QoX)?
- What is voice of the customer? A guide to VOC Strategy