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RevOps strategy keeps B2B sales moving during pandemic
Revenue operations purports to orchestrate the technologies governing marketing and sales and measure their effectiveness. During the pandemic, the strategy is put to the test.
News
Talkdesk adds virtual agents, rebrands CCaaS suite as CX Cloud
Talkdesk refocuses it CCaaS suite on customer experience by adding 20 features, including virtual agents and remote work features for contact center agents.
Manage
Building customer relationships is central to loyalty
Raghu Kalé's book, Loyalty and Sacrifice, discusses what it means for businesses to build relationships and create true customer loyalty -- going beyond repeat sales.
News
Adobe releases AI tools for sales, marketing and e-commerce
Adobe beefs up its AI tools for Experience Platform, including a customer intelligence tool and ones for leads, content matching, channel monitoring and customer journeys.
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) +
Report: How Nike, Netflix, and Delta Are Expanding Their CX Strategies
Here’s a recent report from Worldwide Business Research (WBR) that explores how Netflix’s commitment to personalization is impacting customer expectations, Nike is turning data into unrivaled customer experiences, Wendy’s is driving customer experience through digital, and more.
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Evaluate
How to choose a contact center software system in 2020
Contact center software buyers must consider features including data reporting, speech analytics, routing methods and AI. Learn what to look for with this guide to RFP creation.
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6 key benefits of headless commerce
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How speech analytics can benefit call centers
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5 email marketing trends to follow in 2020
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Problem Solve
6 tips for handling emergency calls in contact centers
Many contact centers do not have a procedure for handling emergency calls, but they should. It is important for agents to know how to react to emergency situations.
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3 ways CRM improves customer experience
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Mystery shopping platforms offer rich CX data
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Einstein Vision sinks teeth into shark recognition
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Manage
Building customer relationships is central to loyalty
Raghu Kalé's book, Loyalty and Sacrifice, discusses what it means for businesses to build relationships and create true customer loyalty -- going beyond repeat sales.
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4 ways CX is central to digital transformation in retail
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Life and business post-COVID-19 for employees and companies
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3 key training areas for remote sales 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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Building a successful CX governance operating model
When developing a CX governance operating model, leaders should consider four key components: people, measurement framework, processes and tools and technologies.
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Get Started
chief experience officer (CXO)
A chief experience officer (CXO) is an executive who ensures positive interactions with an organization's external customers.
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Get Started
B2C (Business2Consumer or Business-to-Consumer)
B2C -- short for business-to-consumer -- is a retail model where products move directly from a business to the end user who has purchased the goods or service for personal use.
Multimedia
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Problem Solve
Cloud contact center platform migration not the easiest
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News
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Sales technology
RevOps strategy keeps B2B sales moving during pandemic
Revenue operations purports to orchestrate the technologies governing marketing and sales and measure their effectiveness. During the pandemic, the strategy is put to the test.
-
Customer service technology
Talkdesk adds virtual agents, rebrands CCaaS suite as CX Cloud
Talkdesk refocuses it CCaaS suite on customer experience by adding 20 features, including virtual agents and remote work features for contact center agents.
-
Customer data management
Adobe releases AI tools for sales, marketing and e-commerce
Adobe beefs up its AI tools for Experience Platform, including a customer intelligence tool and ones for leads, content matching, channel monitoring and customer journeys.