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How to build a world-class customer experience system
Megan Burns highlights the first four building blocks necessary for building a customer experience -- core journeys, criteria, blueprints and safety nets -- in this first article of a two-part series.
News
Adobe AI-based Predictive Audiences added to Marketo Engage
Adobe adds Predictive Audiences to Marketo Engage. The personalization tool is geared for users who manage marketing messaging to live and online event attendees.
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Key strategies to build and monitor customer loyalty and trust
Businesses can't immediately expect trust from customers. It requires a lot of effort to build and eventually gain customer loyalty, especially during a pandemic.
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Combat event fatigue with a virtual event marketing strategy
Virtual events can be a great way to generate leads and improve customer retention -- but only when done right. Here are some ways that marketers can host a successful online event.
Topics Covered
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Customer data management (3) +
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Customer experience (CX) management (7) +
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Customer relationship management (CRM) (6) +
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Customer service technology (5) +
Digital experience management
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E-Commerce (2) +
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Marketing software and platforms (3) +
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Sales technology (2) +
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Compare transactional vs. relationship marketing
Some companies thrive on building strong relationships with customers, while others want to make a sale without long-term commitment. Either way, the business needs a strategy.
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How to build a world-class customer experience system
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Combat event fatigue with a virtual event marketing strategy
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A look at contact center technology and support costs
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Problem Solve
8 barriers to effective CX initiatives
There are many barriers to effective CX initiatives, but most revolve around communication on both the consumer and enterprise sides of the equation.
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CEM vs. CRM: Which platform is best for your business?
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Role of a CRM manager vs. customer relationship manager
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10 ways to boost the customer experience
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Manage
Don't let biases creep into customer data analysis
Analytics can help businesses make data-driven decisions, but common cognitive biases can skew how organizations interpret the information and CX.
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How to write a compelling marketing email
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Simplify employee and customer experiences to adapt and grow
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9 skills that call center agents need for success
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E-Handbook | March 2020
Personalized digital experiences for customers begin at home
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E-Handbook | March 2020
Contact center workforce management keeps pace with consumers
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E-Handbook | March 2020
Contact center AI opens new frontiers for customer engagements
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E-Handbook | September 2019
Evolving contact center services reshape engagement strategies
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E-Handbook | August 2019
The art and science of digital experience management strategies
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Customer Experience Basics
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Get Started
Key strategies to build and monitor customer loyalty and trust
Businesses can't immediately expect trust from customers. It requires a lot of effort to build and eventually gain customer loyalty, especially during a pandemic.
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Get Started
Don't let biases creep into customer data analysis
Analytics can help businesses make data-driven decisions, but common cognitive biases can skew how organizations interpret the information and CX.
-
Get Started
How to write a compelling marketing email
A number of components make up a compelling marketing email, including content that readers want, photos and videos, calls to action and mobile optimization.
Multimedia
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Problem Solve
Cloud contact center platform migration not the easiest
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News
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Marketing software and platforms
Adobe AI-based Predictive Audiences added to Marketo Engage
Adobe adds Predictive Audiences to Marketo Engage. The personalization tool is geared for users who manage marketing messaging to live and online event attendees.
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Oracle CRM
Oracle CX head Rob Tarkoff: Acquisition integrations complete
The executive vice president of CX and Oracle Data Cloud discusses how acquired technologies have been fully integrated into Oracle's customer experience SaaS application stack.
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Microsoft Dynamics CRM
Microsoft releases voice of the customer platform
Microsoft takes on Qualtrics with Dynamics 365 Customer Voice, a customer experience feedback tool native to its platform for retailers and B2B users.