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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.
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6 ways customer experience can increase sales
A strong customer experience strategy increases retention, drives repeat revenue and creates competitive advantage. Explore six ways CX directly influences sales growth.
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Oracle drops a truckload of CX-centric generative AI agents
Oracle's tactical deployment of AI boosts Fusion Cloud Applications for sales, service and marketing.
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Salesforce's acquisition of Cimulate to boost AI shopping
Agentforce Commerce is the beneficiary of Salesforce's latest startup buy.
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Marketing & Sales News
Salesforce acquisition of Momentum to boost sales functions
Salesforce to add AI-powered revenue orchestration to sales features.
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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 News
Oracle drops a truckload of CX-centric generative AI agents
Oracle's tactical deployment of AI boosts Fusion Cloud Applications for sales, service and marketing.
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Customer Experience Management Manage
6 ways customer experience can increase sales
A strong customer experience strategy increases retention, drives repeat revenue and creates competitive advantage. Explore six ways CX directly influences sales growth.
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Customer Data Management Evaluate
Customer interaction analytics spurs better business results
Collect, dissect and act on customer interaction data. Integrate it with different company departments, especially the C-suite. And watch out for privacy issues.
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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.
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IT Workflows
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Learn how ServiceNow’s IT solutions can help your organization seize the upside of operational resilience and raise employee agility.
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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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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
Salesforce layoffs continue as high-ranking executives leave
Salesforce lays off more, turnover hits the top echelons, and Benioff's ICE wisecracks draw fire from the employees who remain.
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Enterprise IT's shrinking margin for error on major decisions
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Call center vs. contact center: What's the difference?
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Top 19 contact center platforms of 2026
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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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6 ways customer experience can increase sales
A strong customer experience strategy increases retention, drives repeat revenue and creates competitive advantage. Explore six ways CX directly influences sales growth.
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8 contact center challenges and how to address them
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Top field service management software platforms for 2026
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7 customer experience trends to know in 2026
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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.
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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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Marketing and sales
Salesforce acquisition of Momentum to boost sales functions
Salesforce to add AI-powered revenue orchestration to sales features.
-
Customer service and contact center
Oracle drops a truckload of CX-centric generative AI agents
Oracle's tactical deployment of AI boosts Fusion Cloud Applications for sales, service and marketing.
-
Marketing and sales
Salesforce's acquisition of Cimulate to boost AI shopping
Agentforce Commerce is the beneficiary of Salesforce's latest startup buy.
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?
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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