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Vendors hawk everything AI; retailers take measured approach
The vendors will build it, but will the retailers come?
Evaluate
Customer interaction analytics spurs better business results
Collect, dissect and act on customer interaction data. Integrate it with different company departments, especially the C-suite. And watch out for privacy issues.
Evaluate
How the convergence of UCaaS and CCaaS affects businesses
UCaaS and CCaaS platforms continue to converge as organizations look to unify internal and customer communications. Integration can deliver benefits, but it requires planning and clear requirements.
Evaluate
Proactive customer service drives satisfaction and revenue
Proactive customer outreach provides several benefits for businesses. It generates revenue, improves customer satisfaction and takes advantage of AI workflows.
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Marketing & Sales News
Slackbot's agentic AI makeover gives users their copilot
Slack's chat assistant morphs into an agent.
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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 Evaluate
Top 19 contact center platforms of 2026
By now, many contact center software providers offer similar features. But large and small enterprises should consider some key differences among vendors.
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Customer Experience Management News
Vendors hawk everything AI; retailers take measured approach
The vendors will build it, but will the retailers come?
-
Customer Data Management Evaluate
Customer interaction analytics spurs better business results
Collect, dissect and act on customer interaction data. Integrate it with different company departments, especially the C-suite. And watch out for privacy issues.
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CRM Tools & Strategy Evaluate
Why enterprise AI is becoming a governance issue
As teams plan for the year ahead, AI decisions are shifting away from capability questions and toward ownership, control and accountability.
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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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Create a Powerful, Unified Experience with Hyperautomation and Low-Code
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Evaluate
Top 19 contact center platforms of 2026
By now, many contact center software providers offer similar features. But large and small enterprises should consider some key differences among vendors.
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Customer interaction analytics spurs better business results
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How the convergence of UCaaS and CCaaS affects businesses
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Proactive customer service drives satisfaction and revenue
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Problem Solve
8 challenges customer success teams face
Effective customer success improves retention and growth, but many teams struggle to understand customers' goals, create a smooth onboarding process and align with sales teams.
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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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Why contact centers have high turnover and how to combat it
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Manage
Top field service management software platforms for 2026
The rise in remote work has spawned innovations in field service management. As a result, enterprise tech buyers now have several FSM product features to consider.
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7 customer experience trends to know in 2026
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Contact center back-end integrations drive revenue growth
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Early adopters of agentic AI for customer service offer advice
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Customer Experience Basics
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Get Started
What agentic commerce means for CXOs and B2B buying
Agentic commerce, like ChatGPT shopping, could streamline B2B product procurement. But enterprise infrastructure, security and purchasing validation processes need to be figured out.
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Get Started
What are virtual agents and how are they being used?
A virtual agent is an AI-powered software application or service that interacts with humans or other digital systems in a human-like manner, most often using natural language.
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Get Started
Customer acquisition cost (CAC): How to calculate and reduce it
Customer acquisition cost (CAC) is the cost associated with convincing a consumer to buy your product or service, including research, marketing and advertising costs.
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The history and evolution of CRM
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The evolution of chatbots and generative AI
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Customer experience management
Vendors hawk everything AI; retailers take measured approach
The vendors will build it, but will the retailers come?
-
Marketing and sales
Slackbot's agentic AI makeover gives users their copilot
Slack's chat assistant morphs into an agent.
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E-Commerce
E-commerce AI the focus of Salesforce Agentforce updates
Salesforce updates Agentforce Commerce with AI tools for personalization.
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?
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- What is voice of the customer? A guide to VOC Strategy