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News
National Retail Federation tackles political unrest, COVID-19
Retailers at NRF discuss COVID-19 operations and how they changed retail forever. Also: the technologies that keep customer experience consistent during supply-chain disruptions.
News
Pegasystems acquires Qurious.io for Pega Customer Service
Pegasystems acquires Qurious.io for its customer service-oriented AI, natural language processing and self-service automation tools.
News
Salesforce Ventures tops $3 billion invested
Salesforce Ventures continues to invest heavily in partners to help build out its platform as the pandemic evolves customer needs. Q&A with managing partner Matt Garratt.
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The psychology of UX design: How design affects CX
In her book, '100 Things Every Designer Needs to Know About People, 2nd Edition,' Susan Weinschenk explains how UX design relies on psychology to improve customer experiences.
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) +
Featured Authors
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The psychology of UX design: How design affects CX
In her book, '100 Things Every Designer Needs to Know About People, 2nd Edition,' Susan Weinschenk explains how UX design relies on psychology to improve customer experiences.
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How the Salesforce-Zoom integration benefits sales
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Time-tested tools and techniques to upsell customers
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10 Dreamforce to You 2020 sessions for sales managers
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Problem Solve
8 ways to improve call center agent performance
Side-by-side evaluations, reinforcement, training resources and coaching can help call center agents improve their performance and catch up to the pack.
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How to calculate call center utilization rates
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Diversity in customer experience hinges on root-cause analysis
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8 barriers to effective CX initiatives
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Prioritize human-centric CX and EX to survive the pandemic
Ricardo Saltz Gulko breaks down why businesses should consider a human-centric approach to employee and customer experience, and provides six principles upon which to do so.
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Why companies shouldn't overlook mobile customer engagement
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Compare transactional vs. relationship marketing
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8 customer service metrics to measure call center success
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E-Handbook | December 2020
Customer upselling gets upgrade from AI, analytics
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E-Zine | November 2020
Sponsored Content
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E-Handbook | November 2020
Evolving customer data platform features set sights on CX
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E-Handbook | October 2020
Contact center roles shift from cost center to profit center
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E-Zine | October 2020
Sponsored Content
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Customer Experience Basics
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Get Started
The psychology of UX design: How design affects CX
In her book, '100 Things Every Designer Needs to Know About People, 2nd Edition,' Susan Weinschenk explains how UX design relies on psychology to improve customer experiences.
-
Get Started
The history and evolution of CRM
Customer relationship management had simple beginnings, which evolved into a sophisticated system that helps businesses improve the overall customer experience.
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Get Started
Customer upselling gets upgrade from AI, analytics
The time-honored tradition of convincing buyers to make an unexpected impulse purchase combines proven sales tactics with sophisticated customer upselling technologies.
Multimedia
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The history and evolution of CRM
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The evolution of customer service
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News
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E-Commerce
Capitol riots spark e-commerce terms of service enforcement
Shopify, Salesforce and Google take action in wake of Capitol riots, as adware and customer experience platforms play an uncomfortable role in political events and discourse.
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Customer experience (CX) management
National Retail Federation tackles political unrest, COVID-19
Retailers at NRF discuss COVID-19 operations and how they changed retail forever. Also: the technologies that keep customer experience consistent during supply-chain disruptions.
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AI for customer service
Pegasystems acquires Qurious.io for Pega Customer Service
Pegasystems acquires Qurious.io for its customer service-oriented AI, natural language processing and self-service automation tools.
SearchCustomerExperience Definitions
- Oracle Customer Experience Cloud (Oracle CX Cloud)
- database marketing
- omnichannel
- CRM (customer relationship management)
- speech recognition
- contact center as a service (CCaS)
- content personalization
- Salesforce Service Cloud