New & Notable
News
HubSpot builds answer engine optimization into its platform
HubSpot's AEO, designed to help marketers navigate the world of AI search, is the biggest of several spring product drops.
Manage
How contact centers detect and prevent fraud
Scammers may target contact centers, but comprehensive agent training, authentication techniques and advanced technologies can protect businesses and customers.
Evaluate
How agentic AI modernizes outbound sales campaigns
AI agents can contact customers, make decisions, act autonomously and close a sale with little or no human involvement. They can also renew orders and attempt upsells.
Manage
10 essential skills for modern contact center agents
Contact center agents must have a range of interpersonal and technological skills to interact with customers and resolve their issues quickly and with empathy.
Trending Topics
-
Marketing & Sales News
HubSpot builds answer engine optimization into its platform
HubSpot's AEO, designed to help marketers navigate the world of AI search, is the biggest of several spring product drops.
-
E-Commerce Evaluate
Augmented reality CX adoption still in its early stages
The enterprise adoption of AR in CX is limited because of key obstacles, including system integration issues, budgeting structures and tech standardization glitches.
-
Customer Service & Contact Center Manage
How contact centers detect and prevent fraud
Scammers may target contact centers, but comprehensive agent training, authentication techniques and advanced technologies can protect businesses and customers.
-
Customer Experience Management
The front office is being rebuilt around AI workflows
The front office is being rebuilt as AI moves from add-on features into connected workflows spanning customer service, research, marketing, data and business outcomes.
-
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
-
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.
-
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
How agentic AI modernizes outbound sales campaigns
AI agents can contact customers, make decisions, act autonomously and close a sale with little or no human involvement. They can also renew orders and attempt upsells.
-
contact centers shift to customer-centric processes
-
How should contact centers use AI today?
-
Augmented reality CX adoption still in its early stages
-
-
Problem Solve
How contact centers detect and prevent fraud
Scammers may target contact centers, but comprehensive agent training, authentication techniques and advanced technologies can protect businesses and customers.
-
IT's budgetary nightmare: Tech buyers face AI pricing variance
-
10 strategies to improve contact center agent performance
-
8 challenges customer success teams face
-
-
Manage
10 essential skills for modern contact center agents
Contact center agents must have a range of interpersonal and technological skills to interact with customers and resolve their issues quickly and with empathy.
-
5 customer journey phases businesses should understand
-
6 contact center trends shaping the future of customer service
-
Contact center monitoring best practices for CX leaders
-
Customer Experience Basics
-
Get Started
How to choose a customer data platform in 5 steps
Choosing a customer data platform starts with more than features. Learn how to evaluate CDP goals, integrations, governance and costs before you buy.
-
Get Started
Top 12 customer experience metrics and KPIs in 2026
Net Promoter Score is one of the most widely used CX metrics, but teams should also track CSAT, CES, churn, retention and other KPIs to measure performance.
-
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.
Multimedia
-
Get Started
The history and evolution of CRM
-
-
Get Started
The evolution of chatbots and generative AI
Vendor Resources
- Modernization in banking –Product Overview
- 9 End-User Experience Monitoring Tools to Know –Buyer's Guide
- Navigating 7 Digital Experience Monitoring Challenges –Blog
-
News
View All -
Marketing and sales
HubSpot builds answer engine optimization into its platform
HubSpot's AEO, designed to help marketers navigate the world of AI search, is the biggest of several spring product drops.
-
Marketing and sales
Lenovo deploys AI data agent for marketing, UX, e-commerce
Lenovo's global e-commerce chief operating officer outlines how agentic AI enables more employees to access crucial data stores for marketing and UX.
-
Marketing and sales
Salesforce Agentforce head discusses future of AI agents
This is how agentic AI plays out in your Salesforce instance.
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