Features
Features
Customer data management
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The value of a total experience platform
Combining customer, employee, omnichannel and multichannel, and UX platforms and tools into a total experience offering improves visibility, metrics and insights. Continue Reading
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5 important contact center AI features and their benefits
The most important contact center advancements will revolve around AI. Examine the use of AI technology in the contact center and the benefits these features deliver. Continue Reading
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Genesys offers workforce management tool to measure EX
A contact center management firm uses a Genesys tool that collects information about employees' experience to uncover organizational weaknesses and identify ways to improve. Continue Reading
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Online forms tool offers custom designs and user insights
Digital marketing agency SmartBug Media uses digital customer survey platform Typeform to create custom-designed, brand-appropriate questionnaires and collect user data insights. Continue Reading
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Compare the top 13 CDP software products in 2023
CDPs, which vendors may sell as standalone products or as subsets of CRM systems, help organizations build detailed customer profiles. Top CDPs include Emarsys and Oracle Unity CDP. Continue Reading
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4 benefits of a customer data platform
CDPs organize customer data to support personalized CX strategies and compliance. Benefits of CDPs include unified customer profiles and enhanced marketing efforts. Continue Reading
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Customer data platforms dominate CX technology headlines
As the tech titans release their CDPs, it raises a question: Can this technology save itself from becoming another data silo in the marketing stack? Continue Reading
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Standalone customer data platforms weather big competition
Standalone CDP vendors got a years-long head start on Microsoft, Oracle, Salesforce, SAP and Adobe. They stand firm in a year when online channels stayed open during the pandemic. Continue Reading
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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. Continue Reading
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What IT leaders need to know about customer data platforms
Customer data platforms offer a lot, but many IT decision-makers remain skeptical -- there's still plenty of confusion over what they are. Find out what companies get with them. Continue Reading
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Life and business post-COVID-19 for employees and companies
The COVID-19 pandemic has changed how companies interact with both employees and customers. Karl Sharicz offers a look at what he sees from a CX perspective going forward. Continue Reading
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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. Continue Reading
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Microsoft CDP helps businesses unify customer data
Microsoft Dynamics 365 Customer Insights takes data from disparate sales, service and marketing systems to bring it all into one golden record of the customer. Continue Reading
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Small customer data platforms fend off big tech with service, features
With Microsoft, Oracle and Adobe releasing customer data platforms, to be followed by Salesforce and SAP, small CDPs defend their turf with more features, better service and pricing Continue Reading
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Princess Cruises puts real-time customer experience into action
The Ocean Medallion provides real-time CX to passengers on Princess Cruises. The technology enables vacationers to automatically open stateroom doors, locate companions and more. Continue Reading
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How Philanthropy Cloud streamlines workplace giving
Perpetual Energy used Salesforce.org's Philanthropy Cloud to create content, track charitable donations and better engage with employees during its annual United Way campaign. Continue Reading
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How Salesforce Einstein machine learning makes AI practical
As it evolves, Salesforce's Einstein AI serves the needs of a growing number of organizations and takes the guesswork out of why certain decisions are made. Continue Reading
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CRM for nonprofits helps organization streamline work
Wolverine Human Services' adoption of the Salesforce.org Nonprofit Cloud halved foster care licensing time and improved productivity within the agency. Continue Reading
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Salesforce implementation offers window into partner management
Implementing Salesforce Sales Cloud, Service Cloud and Community Cloud has enabled a national window treatment company to streamline its operations. Continue Reading
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Salesforce Health Cloud for Payers brings CRM to insurance
With its CRM system for payers, Salesforce is targeting a competitive market in which health insurers are fighting for members seeking lower costs and better health outcomes. Continue Reading
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Salesforce's GDPR DPO preps partners, customers for compliance
Salesforce's data protection officer discusses GDPR compliance challenges and strategies for customers and partners, along with the company's own GDPR readiness. Continue Reading
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Taking on a virtual agent helps mint new wine connoisseurs
Having trouble selecting the wine that goes best with a special meal? And what if your preferred shop doesn't have it? Vivino helps you choose -- and, if needed, find -- the right wine. Continue Reading
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Future of artificial intelligence in CRM rests with the bots
Chatbots may seem basic or rudimentary now, but just wait: AI advancements will take virtual agents to new levels of competency to engage customers. Continue Reading
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Customer data governance policies: Stop stalking, start selling
Customer data governance policies differ from traditional data governance in several ways. Finding that line between building trust among customers and stalking them is a start. Continue Reading
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Accenture serves up data for all via Salesforce Wave analytics
Accenture rolled out Wave analytics along with other Salesforce tools to 25,000 users within five months. Though the project moved quickly, it's also being done carefully. Continue Reading
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Is user adoption of Salesforce Analytics Cloud the next wave?
Salesforce Wave filled an analytics void when it was released -- but there are caveats. Learn more about the benefits and challenges of moving to Salesforce Analytics Cloud. Continue Reading
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A 360-degree view of customers requires better data analytics
Companies want to use better data analytics to get a more comprehensive understanding of their customers. But today's reality suggests that is in the distant future. Continue Reading
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Desktop analytics: A game changer for contact centers, back offices
Expert Donna Fluss says companies should consider a new type of analytics -- desktop analytics -- to accurately provide feedback on the contact center and the back office. Continue Reading