New & Notable
Evaluate
3 execs on the difference context makes in customer data
“Context” seems like a necessary quality to improve data – and agentic AI efficacy. But how do you define it? We asked the pros.
— No JitterManage
5 execs on how AI and human agents can work together
While agentic AI can do a lot, there still needs to be a human in the mix to make sure it's all being done correctly, tech execs contend.
— No JitterSalesforce Agentforce head discusses future of AI agents
This is how agentic AI plays out in your Salesforce instance.
News
Salesforce adds Agentforce agentic AI to SMB packages
Salesforce sets up its SMB customers with Agentforce.
Trending Topics
-
Marketing & Sales
Salesforce Agentforce head discusses future of AI agents
This is how agentic AI plays out in your Salesforce instance.
-
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.
-
Customer Service & Contact Center Manage
8 contact center metrics to improve agent performance and CX
These metrics measure and report on productivity and effectiveness at the contact center agent level to ensure performance aligns with the overall mission of the organization.
-
Customer Experience Management Evaluate
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.
-
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.
-
CRM Tools & Strategy Manage
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.
Sponsored Sites
-
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.
-
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.
-
HR Solutions
Reinvent new ways to work across the enterprise with ServiceNow Employee Workflows
Learn how to increase employee satisfaction by making it easy for employees to get the HR services they need with ServiceNow solutions.
Featured Authors
Find Solutions For Your Project
-
Evaluate
AI in CX: More can be better — for agents and customers
An Enterprise Connect keynote panel featuring CCaaS leaders shared how AI boosts CX while also reducing agent stress.
-
3 execs on the difference context makes in customer data
-
Enterprise AI is becoming a coordination problem
-
Narayen ushered Adobe out of diskettes all the way to the AI era
-
-
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.
-
8 challenges customer success teams face
-
The top challenges of influencer marketing and their solutions
-
Contact center fraud: How to detect and prevent it
-
-
Manage
5 execs on how AI and human agents can work together
While agentic AI can do a lot, there still needs to be a human in the mix to make sure it's all being done correctly, tech execs contend.
-
10 marketing trends to watch now
-
8 contact center metrics to improve agent performance and CX
-
Modern CX tech stack: The core components and how to build it
-
Customer Experience Basics
-
Get Started
B2B martech stack core components and how to build one
A B2B marketing technology stack can have several components. Therefore, integration and ongoing optimization of those tools are paramount to meet business goals.
-
Get Started
10 marketing trends to watch now
Marketing trends continue to shift as AI, social commerce, creator partnerships and data-driven personalization reshape how brands reach and engage customers.
-
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.
Multimedia
-
Get Started
The history and evolution of CRM
-
-
Get Started
The evolution of chatbots and generative AI
Vendor Resources
-
News
View All -
Marketing and sales
Salesforce Agentforce head discusses future of AI agents
This is how agentic AI plays out in your Salesforce instance.
-
Marketing and sales
Salesforce adds Agentforce agentic AI to SMB packages
Salesforce sets up its SMB customers with Agentforce.
-
Customer service and contact center
RingCentral AIR Pro automates CX with agentic agents
RingCentral launched AIR Pro, an agentic AI platform to autonomously handle customer interactions with enterprise integrations, prebuilt agents and no-code tools.
Search Customer Experience Definitions
- What are virtual agents and how are they being used?
- Customer acquisition cost (CAC): How to calculate and reduce it
- 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