Ask the Experts

Ask the Experts

• What chatbot evaluation metrics do you use to measure performance?

  Chatbots are an important contact center component -- as is measuring their performance. Learn how to measure chatbot performance in your organization.  Continue Reading

• How can you best use contact center AI?

  While AI is still an evolving technology, agent assist benefits contact center employees by improving agent efficiency improve the overall customer experience.  Continue Reading

• What are the differences between CRM, CDP and DMP platforms?

  Sales and marketing terms are like alphabet soup, and the different acronyms can get confusing. Find out the difference between three major platforms: CRM, CDP and DMP.  Continue Reading

• What is the role of a customer success manager?

  The customer success manager is an essential CX role that takes a proactive approach to ensuring customer loyalty and retention, balancing out automated CRM functions.  Continue Reading

• How can customer relationship metrics benefit CX?

  Companies often look at customer relationship metrics to determine how customers feel about a brand. Here are examples of how to obtain and use information to qualify customer relationships.  Continue Reading

• Learn how to build a Salesforce app in 4 steps

  Salesforce users can follow these steps to create sophisticated codeless apps that integrate the Next Best Action feature using the Lightning App Builder.  Continue Reading

• Digital CX vs. customer experience: What's the difference?

  While similar, digital CX and customer experience are different. The former focuses on digital communication tool experiences, while the latter is the overall brand perception.  Continue Reading

• How do multichannel and omnichannel environments differ?

  Omnichannel is the evolution of the multichannel environment; however, they do work together. Learn how these two terms differ and where they intersect.  Continue Reading

• How do customer service and customer success differ?

  Tripped up on the difference between customer service and customer success? In short, service is reactive and success is proactive, but both aim to solve problems for the customer.  Continue Reading

• What are the most effective uses of AI in marketing automation?

  AI is beneficial in many marketing automation processes. Organizations use the technology in chatbots, personalization, voice and visual search, frequency optimization and more.  Continue Reading

• Why use third-party marketing automation instead of native CRM tools?

  Though many CRM platforms offer native marketing automation tools, many organizations find it beneficial to use a third-party application, such as Eloqua or Marketo.  Continue Reading

• How do Salesforce Next Best Action and Prediction Builder differ?

  The Salesforce Einstein Prediction Builder and Next Best Action components look similar to the untrained eye, but each product works in a different manner.  Continue Reading

• How do you turn customer feedback into actionable insights?

  Actionable insights can be gleaned from brand surveys and reviews, competitor reviews and social media. However, not all insights are insightful or actionable.  Continue Reading

• How do you determine the right point for chatbot-human handoff?

  Customer experience can be adversely affected when chatbots don't transfer the call to a live agent at the right time. Here are some guidelines and best practices for initiating that handoff.  Continue Reading

• 3 ways the data scientist role benefits CX teams

  CX teams don't traditionally include the data scientist role, but adding one can help derive more value from customer data than a CX analyst or canned analytics software can.  Continue Reading