New & Notable
News
Pegasystems refines Blueprint agent builder, expands marketing tools
Pegasystems emphasizes "de-risking" agentic buildouts for its customers in regulated industries.
Manage
CX orchestration is the new hard part
Enterprises have plenty of CX tools, channels and AI features. The harder problem is coordinating the work, data, handoffs and ownership behind them.
Manage
Is average handle time obsolete?
No, average handle time is not obsolete. This key metric, when analyzed with other metrics, can help determine contact center staffing levels and improve agent efficiency.
News
Sitecore acquires Scrunch for answer engine optimization
Sitecore becomes the latest customer experience/digital experience vendor to add more AEO to its platform.
Trending Topics
-
Marketing & Sales News
Sitecore acquires Scrunch for answer engine optimization
Sitecore becomes the latest customer experience/digital experience vendor to add more AEO to its platform.
-
E-Commerce Evaluate
How to choose a B2B e-commerce platform
When choosing a B2B e-commerce platform, businesses should prioritize scalability and composability, evaluate native features and consider cost and integration challenges.
-
Customer Service & Contact Center Manage
Is average handle time obsolete?
No, average handle time is not obsolete. This key metric, when analyzed with other metrics, can help determine contact center staffing levels and improve agent efficiency.
-
Customer Experience Management News
Pegasystems refines Blueprint agent builder, expands marketing tools
Pegasystems emphasizes "de-risking" agentic buildouts for its customers in regulated industries.
-
Customer Data Management Manage
CX orchestration is the new hard part
Enterprises have plenty of CX tools, channels and AI features. The harder problem is coordinating the work, data, handoffs and ownership behind them.
-
CRM Tools & Strategy Evaluate
Vibe coding in CX: Benefits, risks and real-world uses
CX vibe coding should be a safe sandbox play that looks to quicken internal tasks. For now, the security risks are too great for production-level customer interactions.
Sponsored Sites
-
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.
-
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.
-
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
Vibe coding in CX: Benefits, risks and real-world uses
CX vibe coding should be a safe sandbox play that looks to quicken internal tasks. For now, the security risks are too great for production-level customer interactions.
-
Autonomous service still needs a human handoff
-
How to choose a B2B e-commerce platform
-
Context is key: The limits of experience analytics software
-
-
Problem Solve
How cohort analysis improves marketing decisions
Data scientist Arun Prem Sanker explains how cohort analysis can improve segmentation, retention, personalization and customer lifetime value.
-
How to centralize customer interaction data in one platform
-
How contact centers detect and prevent fraud
-
IT's budgetary nightmare: Tech buyers face AI pricing variance
-
-
Manage
CX orchestration is the new hard part
Enterprises have plenty of CX tools, channels and AI features. The harder problem is coordinating the work, data, handoffs and ownership behind them.
-
Is average handle time obsolete?
-
Answer engines put marketing tools on notice
-
AI should remove friction, not agents, from contact centers
-
Customer Experience Basics
-
Get Started
Dell pushes AI personalization, but data hurdles remain
Dell doubles down on hybrid AI infrastructure as enterprises shift from experimentation to production. However, data fragmentation continues to slow CX personalization efforts.
-
Get Started
Top methods for collecting customer feedback
Businesses should collect customer feedback to address customer issues and create positive experiences. AI tools can help show deeper insights into customer sentiment.
-
Get Started
Understand, optimize and track customer journey touchpoints
Customer journey touchpoints enable businesses to create excellent customer experience and drive long-lasting customer loyalty -- if understood and optimized properly.
Multimedia
-
Get Started
The history and evolution of CRM
-
-
Get Started
The evolution of chatbots and generative AI
Vendor Resources
- The transformation imperative –White Paper
- From Consent to Activation: Connecting Privacy and Marketing –eBook
- Modernization in banking –Product Overview
-
News
View All -
Customer experience management
Pegasystems refines Blueprint agent builder, expands marketing tools
Pegasystems emphasizes "de-risking" agentic buildouts for its customers in regulated industries.
-
Marketing and sales
Sitecore acquires Scrunch for answer engine optimization
Sitecore becomes the latest customer experience/digital experience vendor to add more AEO to its platform.
-
Marketing and sales
Dell pushes AI personalization, but data hurdles remain
Dell doubles down on hybrid AI infrastructure as enterprises shift from experimentation to production. However, data fragmentation continues to slow CX personalization efforts.
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