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Software CDP features don't equate to CDP branding

While many tech companies have software with customer data platform attributes, some vendors, such as Salesforce and Oracle, don't put the CDP label on them.

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Retailers get a raft of new customer experience tools

Retailers get new tools from leading customer experience platform vendors to better compete with online-only rivals.

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Elastic Path acquires Moltin for headless commerce

Elastic Path's headless approach to e-commerce takes a step in the SaaS direction as it acquires Moltin, which specializes in microservices to enable online sales.

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Customer experience world catches up on CCPA regulations

GDPR compliance has put many marketing, sales, e-commerce and customer service teams somewhat in line with the California Consumer Privacy Act. There are some differences, however.

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Customer Experience Basics

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    virtual agent

    A virtual agent (sometimes called an intelligent virtual agent, virtual rep or chatbot) is a software program that uses scripted rules and, increasingly, artificial intelligence applications to provide automated service or guidance to humans.

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    chatbot

    A chatbot -- sometimes referred to as a chatterbot -- is programming that simulates the conversation or "chatter" of a human being through text or voice interactions.

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    contact center

    A contact center -- also referred to as a customer interaction center or e-contact center -- is a central point from which all customer interactions across various channels are managed.

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