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Bring yourself up to speed with our introductory content.

• BOPUS (buy online, pick up in-store)

  BOPUS -- or buy online, pick up in-store -- is a business model that allows consumers to shop and place orders online and then pick up their purchases in the brick-and-mortar store, often within the same day. Continue Reading

• real-time analytics

  Real-time analytics is the use of data and related resources for analysis as soon as it enters the system. Continue Reading

• These are the ABCs of marketing in the digital age

  Audience understanding, behavior analysis, marketing convergence and accessible design are the ABCs of marketing in the digital age, according to Microsoft's Purna Virji. Continue Reading

• The contact center of the future is here

  What started as a call center phone bank has morphed into a multipurpose operation aided by AI. This guide explores the contact center as it evolves into a critical CX force. Continue Reading

• Best practices for initiating chatbot-to-human handoff

  Customers can become frustrated with chatbots, so it is important for contact centers to design AI that can recognize this and perform a timely handoff to live agents. Continue Reading

• Definitions to Get Started

  • BOPUS (buy online, pick up in-store)
  • real-time analytics
  • social media influence
  • customer experience (CX)

  • relationship marketing
  • call center
  • brand ambassador
  • customer lifecycle

  View All Definitions

• Evolving contact center services reshape engagement strategies

  As consumer expectations increase the need for more satisfying omnichannel engagements, the role of the contact center takes on greater importance and complexity.Continue Reading

• social media influence

  Social media influence is a marketing term that describes an individual’s ability to affect other people's thinking in a social online community.Continue Reading

• The difference between autodialers and predictive dialers

  Some people don't know that a predictive dialer is a type of autodialer. There are, in fact, five broad categories of autodialers contact centers need to know about.Continue Reading

• 8 live chat best practices for organizations to consider

  Organizations find that live chat can be a means to improve customer experience -- when implemented correctly. Here are some best practices to put into action.Continue Reading

• 10 things to know about Google Cloud Contact Center AI

  Google has partnered with more than 90 different companies to roll out its contact center AI. This article lists 10 important things you need to know about the program.Continue Reading

• The art and science of digital experience management strategies

  Businesses need a well-rounded view of customers to provide innovative, personalized digital experiences. In this handbook, learn the techniques and tools of the trade.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

• Customer data management tools shape personalization, boost CX

  In this guide, learn about the many tools, including customer data platforms, that collect and analyze data from disparate sources and provide a single, 360-degree customer view.Continue Reading

• 5 Gen Z marketing trends for businesses to consider

  Those born after 1995 are driving trends online for themselves and older generations. These shared experiences are important for marketers to understand. Here are some tips.Continue Reading

• customer experience (CX)

  Customer experience (CX) is the sum total of customers’ perceptions and feelings resulting from interactions with a brand’s products and services.Continue Reading