Features

Features

• 6 must-know customer experience technology trends

  Our customer experience technology trends survey of 250 North American tech buyers and influencers reveals that the CRM to CX migration is well underway.  Continue Reading

• Trends to follow: Voice SEO and CX personalization

  Voice and personalization are CX trends to follow as businesses place more emphasis on customer experience, according to analysts at Oracle's Modern Customer Experience conference.  Continue Reading

• 4 ways to use chatbots to improve Gen Z customer experience

  More and more chatbots are entering the marketing, customer service and sales spaces. Here are four tips for brands looking to make their chatbots stand out from the others.  Continue Reading

• The pros and cons of customer service AI

  AI is growing deep roots into cloud-based support services, but there remains a question of whether it can provide the empathy and understanding that brand loyalty requires.  Continue Reading

• 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

• Q&A: How to narrow down your CRM vendor choices

  SaaS consultancy Lunar goes over the dos and don'ts for choosing a CRM system, whether you're licensing one for the first time or migrating to a new system.  Continue Reading

• AAA discovers benefits of Salesforce Service Cloud software

  Using Salesforce Live Agent and Salesforce Service Cloud, AAA Carolinas increased member engagement by 330% and reduced service response time by 54%.  Continue Reading

• Liferay digital experience platform helps company improve CX

  Jack Maina, group chief operations officer of Britam, talks about how the financial services group rebuilt the way it interacts with customers and partners using Liferay.  Continue Reading

• 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

• Customer success tools pave the way for business advancement

  Quick Base launched an online university with the help of Skilljar to offer ongoing training, improving CX and increasing the likelihood of customer retention and loyalty.  Continue Reading

• CEO plots course for Televerde women's prison call centers

  Working at a Televerde women's prison call center outpays many inmate jobs and sets agents up for careers on the outside. CEO Morag Lucey discusses how the company keeps current.  Continue Reading

• How Lucky Brand improved its online customer experience

  As retailers try to keep up with customers' changing expectations, more and more brands are trying to mesh their online shopping experience with their in-store experience.  Continue Reading

• Salesforce makes push for diversity in technology

  Salesforce is maneuvering into industry leadership, making a diverse IT community a priority. Its product development strategy seems to have been crafted with such diversity in mind.  Continue Reading

• Giving inmates a second chance as prison call center agents

  Televerde staffs contact centers with incarcerated women, where they are paid the federal minimum wage. CEO Morag Lucey and COO Vince Barsolo discuss the model.  Continue Reading

• 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