New & Notable
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.
The quiet shift that made AI unavoidable
From visual search to enterprise collaboration, AI is arriving quietly inside existing tools and changing behavior before anyone calls it a decision.
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.
Trending Topics
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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 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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Customer Experience Management 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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Customer Data Management Manage
Contact center back-end integrations drive revenue growth
By integrating contact center software with back-office apps, companies can improve employee productivity, customer satisfaction and ultimately their bottom line.
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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.
Sponsored Sites
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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.
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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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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.
Featured Authors
Find Solutions For Your Project
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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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CX trends enterprise leaders should know in 2026
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Why enterprise AI is becoming a governance issue
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AI creating new contact center jobs for agents
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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.
Multimedia
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Get Started
The history and evolution of CRM
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Get Started
The evolution of chatbots and generative AI
Vendor Resources
- Definitive Guide to Brand-to-Demand Marketing –eBook
- Uncover and Eliminate the Critical Identity Risk You Can’t See –Data Sheet
- The Omnichannel Playbook –White Paper
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News
View All -
Marketing and sales
Slackbot's agentic AI makeover gives users their copilot
Slack's chat assistant morphs into an agent.
-
E-Commerce
E-commerce AI the focus of Salesforce Agentforce updates
Salesforce updates Agentforce Commerce with AI tools for personalization.
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Customer experience management
SAP previews AI-native systems for retailers
SAP makes AI the focus of retail vertical updates.
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