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Employee conversational analytics unlocks business insights
Employee engagement tools, compliance platforms and meeting summaries can track employee conversations for business leaders. But watch out for privacy issues.
How costs leak between enterprise software systems
Cost problems rarely start inside a single system. They emerge between ERP, HR and CX platforms where fragmented data, automation layers and workflow gaps quietly accumulate.
News
Pegasystems adds vibe coding to Blueprint app builder
Pega Blueprint combines conversational code with drag-and-drop feature editing.
Manage
A guide to contact center security best practices
Follow this comprehensive contact center security checklist that encompasses technology safeguards, customer data protection procedures and common business sense.
Trending Topics
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Marketing & Sales News
SAP renames Emarsys SAP Engagement Cloud
The legacy of SAP's Qualtrics acquisition is complete.
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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
How costs leak between enterprise software systems
Cost problems rarely start inside a single system. They emerge between ERP, HR and CX platforms where fragmented data, automation layers and workflow gaps quietly accumulate.
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Customer Experience Management Manage
5 economic models that drive AI success in CX strategies
Integrating AI technologies into customer experience workflows can cut costs. But focusing solely on cost reduction misses opportunities to accelerate revenue.
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Customer Data Management Get Started
Omnichannel orchestration engages customers, drives revenue
Omnichannel orchestration enables businesses to personalize customer interactions, reduce friction and coordinate teams for lasting business outcomes and customer loyalty.
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CRM Tools & Strategy
4 governance pressures shaping enterprise AI
Enterprise AI may move fast, but institutional accountability does not. Governance and structural alignment determine how safely AI expands into customer-facing systems.
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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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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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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Evaluate
Employee conversational analytics unlocks business insights
Employee engagement tools, compliance platforms and meeting summaries can track employee conversations for business leaders. But watch out for privacy issues.
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Potential Salesforce pricing reset latest sign of 'SaaSpocalypse'
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Salesforce layoffs continue as high-ranking executives leave
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Enterprise IT's shrinking margin for error on major decisions
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Problem Solve
10 strategies to improve contact center agent performance
Contact center agent performance improves when organizations combine training, feedback, routing and self-service with the right data, tools and support.
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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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Contact center fraud: How to detect and prevent it
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Manage
5 economic models that drive AI success in CX strategies
Integrating AI technologies into customer experience workflows can cut costs. But focusing solely on cost reduction misses opportunities to accelerate revenue.
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A guide to contact center security best practices
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How to improve the contact center experience for customers
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6 ways customer experience can increase sales
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Customer Experience Basics
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Get Started
Omnichannel orchestration engages customers, drives revenue
Omnichannel orchestration enables businesses to personalize customer interactions, reduce friction and coordinate teams for lasting business outcomes and customer loyalty.
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Get Started
Identity-first CX blends customer convenience and security
Identity-first customer experience is an interesting and ambitious concept that melds customer ease of use and security controls. Sounds great, but can it be done?
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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.
Multimedia
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The history and evolution of CRM
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The evolution of chatbots and generative AI
Vendor Resources
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News
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Customer experience management
Pegasystems adds vibe coding to Blueprint app builder
Pega Blueprint combines conversational code with drag-and-drop feature editing.
-
Customer experience management
Salesforce rolls out Agentforce Health AI agents
Agentforce Health updated to automate more processes.
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Marketing and sales
SAP renames Emarsys SAP Engagement Cloud
The legacy of SAP's Qualtrics acquisition is complete.
Search Customer Experience Definitions
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- What is direct marketing?
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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