New & Notable
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.
News
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.
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.
Trending Topics
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Marketing & Sales News
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.
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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.
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Customer Service & Contact Center Manage
6 contact center trends shaping the future of customer service
As organizations look to turn contact centers into strategic assets, AI is reshaping analytics, omnichannel communications and agent workflows -- but not without trade-offs.
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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.
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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.
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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
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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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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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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.
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Evaluate
contact centers shift to customer-centric processes
Customer-centric contact center processes need better journey visibility, stronger feedback loops and solutions that extend beyond the service team.
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How should contact centers use AI today?
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Augmented reality CX adoption still in its early stages
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AI in CX: More can be better — for agents and customers
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Problem Solve
IT's budgetary nightmare: Tech buyers face AI pricing variance
Did HubSpot just fix AI pricing?
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10 strategies to improve contact center agent performance
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8 challenges customer success teams face
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The top challenges of influencer marketing and their solutions
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Manage
5 customer journey phases businesses should understand
The customer journey does not end at the sale. Businesses need to understand how awareness, consideration, purchase, retention and advocacy shape the full customer experience.
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6 contact center trends shaping the future of customer service
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Contact center monitoring best practices for CX leaders
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Business benefits of a customer self-service strategy
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Customer Experience Basics
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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.
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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.
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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
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The history and evolution of CRM
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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
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News
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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.
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Marketing and sales
Salesforce Agentforce head discusses future of AI agents
This is how agentic AI plays out in your Salesforce instance.
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Marketing and sales
Salesforce adds Agentforce agentic AI to SMB packages
Salesforce sets up its SMB customers with Agentforce.
Search Customer Experience Definitions
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- 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