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Salesforce Agentforce 3 lifts the hood on observability
Agentforce 3, the latest agentic AI tool from Salesforce, focuses on observability and interoperability.
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10 sustainable marketing strategies
Sustainable marketing can boost brand loyalty, but marketers need effective strategies, such as committing to social causes and partnering with key influencers.
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Adobe takes on AI search optimization with LLM Optimizer
SEO isn't dead yet, but new tools are needed to optimize content for generative AI search engines.
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Salesforce Marketing Cloud Next employs more agents, CDP
Salesforce overhauls Marketing Cloud with agentic AI.
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10 sustainable marketing strategies
Sustainable marketing can boost brand loyalty, but marketers need effective strategies, such as committing to social causes and partnering with key influencers.
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Lowe's SVP on AI's rosy future for e-commerce
As AI evolves, its e-commerce applications multiply.
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Customer Service & Contact Center News
Genesys Cloud AI Studio enables generative AI agents
Genesys enables custom generative AI agents for its users.
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Customer Experience Management News
Salesforce Agentforce 3 lifts the hood on observability
Agentforce 3, the latest agentic AI tool from Salesforce, focuses on observability and interoperability.
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Customer Data Management News
Salesforce Agentforce AI update targets healthcare
Salesforce customizes Agentforce for clinical care, public health and pharmaceuticals.
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Salesforce to acquire Informatica in $8 billion deal
A rumored $11 billion was too much last year, but $8 billion this year was too good to pass up.
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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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13 examples of sustainable marketing
Organizations can help the environment, society and their bottom line at the same time with sustainable marketing. Examples include charity partnerships and social transparency.
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Compare the top 20 CRM software options
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Why is sustainable marketing important?
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Why are loyalty programs important?
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The top challenges of influencer marketing and their solutions
Brands can partner with influencers to build credibility and connect with their audiences. However, marketers often struggle to find the right influencers and spot fake followers.
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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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10 strategies to improve contact center agent performance
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10 sustainable marketing strategies
Sustainable marketing can boost brand loyalty, but marketers need effective strategies, such as committing to social causes and partnering with key influencers.
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The top 4 sustainable marketing challenges
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12 benefits of influencer marketing
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The importance of being proactive in customer service
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Customer Experience Basics
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What is field service management (FSM)?
Field service management (FSM) is a system of managing off-site workers and the resources they require to do their jobs efficiently.
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15 customer service email templates and tips
Email remains an important channel for companies to communicate with customers. Here are some email templates for customer service teams to use in common scenarios.
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What are customer service and support?
Customer service is the support organizations offer to customers before, during and after purchasing a product or service.
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The evolution of chatbots and generative AI
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The history and evolution of CRM
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Customer service and contact center
Genesys Cloud AI Studio enables generative AI agents
Genesys enables custom generative AI agents for its users.
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Customer experience management
Salesforce Agentforce 3 lifts the hood on observability
Agentforce 3, the latest agentic AI tool from Salesforce, focuses on observability and interoperability.
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Marketing and sales
Adobe takes on AI search optimization with LLM Optimizer
SEO isn't dead yet, but new tools are needed to optimize content for generative AI search engines.
Customer Experience Definitions
- 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
- What is high-touch customer service?
- What is CRM (customer relationship management)?
- What is a customer journey map?
- What is account mapping, and why do you need it (with template)?